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Hotel Operations Management

Subject : hospitality
Instructions:
  • Answer 50 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. The difference between money taken in and paid out






2. 1. analyze the market 2. segment your customers 3. create different products for customers 4. forecast demand by segment 5. determine the optimal customer mix 6. use restrictions to maximize revenues






3. Blocking fewer rooms than requested by the group based on past history






4. To sell every available room at the most profitable rate






5. FD/PBX






6. A collection of all transactions incurred by a guest.






7. Determines a rooms short term availability






8. Reality = expectations satisfied






9. Rooms actually reserved by group members






10. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






11. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






12. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories


13. Rooms available X occupancy percentage X Average daily rate






14. If the bill is not paid - hotel cannot recover tip already paid out






15. Reservations and non refundable purchases for price sensitive guests versus opposite






16. 6%? look up






17. # of room no shows divided by # of room reservations






18. True






19. Cash according to accounts






20. Provided to frequent business guests






21. Literally owns and operates hotel






22. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off






23. Hotel holds room until 4 or 6






24. Reality > expectations 'thrilled'






25. 'end of day'






26. Rooms revenue divided by number of rooms sold






27. Room and meals are separate






28. When more money is paid out than comes in and the cashier uses his bank for the payment






29. Uniformed services/FD






30. Reversal of problem; solving the problem and retaining the goodwill of the customer.






31. The first place where a lot of people could stay overnight and keep all their animals etc






32. Means to expand quickly with little capital -collect franchise fees






33. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






34. Rooms department revenue divided by expected number of rooms sold






35. 70% occupancy - each room category is occupied at 70%.






36. Number of rooms occupied divided by number of rooms available






37. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






38. Owns hotels affiliated with chain brands






39. Tall organization/ small number of employees report to a supervisor






40. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






41. Actual rooms revenue divided by potential rooms revenue






42. Flat organization/ large number of employees reporting to one supervisor






43. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






44. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






45. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests






46. Where the poorer people stayed when traveling in the Roman Empire






47. 10000 divided by 95 + 5=10000 divided by 100=100$






48. Blocking/pre-assigning rooms






49. Harder to get than 5 diamond






50. Date when group blocked rooms return to hotel room inventory