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Hotel Operations Management

Instructions:

Answer 50 questions in 15 minutes.
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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. Provided to frequent business guests
What is wash (down)?
WHat department is the heart of the hotel?
What is corporate rate?
Discuss a weakness of functional organizational design.

2. Where the rich people stayed when traveling in the Roman Empire
Mansio
What is...
What is the average daily rate?
Guest expectations

3. A statement of all transactions that affect the balance of an account
What is elastic demand?
Room assignment process
Due bank
What is a guest folio?

4. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Confirmed reservation?
What is yield statistoc?
Extended stay hotels
Moments of truth

5. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
European Plan
Dimensions of Service Quality
What is...
Code of Hammurabi

6. Turning away free independent traveler guests for lack of rooms due to group business
What is displacement?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Caravanseri
Chain Management

7. China and India
What is decentralization?
What are the six steps in the Revenue Management Model?
TShe income Audit
Where will the majority of the global growth take place

8. Blocking/pre-assigning rooms
Discuss a weakness of functional organizational design.
What is the difference between an employee and an associate?
Room assignment process
Give an example of a fence used in the hotel industry

9. Encourages department performance instead of the main goal which is overall hotel performance
Non-collectible account
Discuss a weakness of functional organizational design.
Distribution of the reports is the final step in night audit process?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

10. The difference between money taken in and paid out
Net Receipts
What is corporate rate?
Forcasted rooms revenue
What completes the registration process?

11. Very sensitive to price. Leisure travel market
Airport hotels
Room assignment process
What is elastic demand?
What is rack rate?

12. More money in cash drawer than should be
Due bank
What was the first Inn?
What is posting?
Over

13. Appeal to both business and leisure travelers
Suite hotels and extended stay hotels
Non-collectible account
Merchant discount fee
What is rack rate?

14. Uniformed services/FD
What is wash (down)?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
When would you want to use a minimum LOS control?
Who deals with the arrival of guests?

15. Service encounters during which service quality is judged; first impression.
Moments of truth
European Plan
TShe income Audit
Non-collectible account

16. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Float Losses
Forcasted rooms revenue
What are 'fences'?
Why do hotels offer discounted rates?

17. 6%? look up
TShe income Audit
What is the average daily rate?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is rack rate?

18. Huge capital investment needed. Time to wait on zoning and construction.
Due bank
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Float Losses
Modified American Plan

19. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
WHat department is the heart of the hotel?
What was the first Inn?
What are the differences between a C-Corp. and a REIT?
What is rack rate?

20. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati
What is a guest folio?
What should be
What is the most used operating ratio?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.

21. Room + 2 meals
Over or Short
What is a guest account?
What is centralization?
Modified American Plan

22. Actual cash in dollars and cents in the cash drawer
Merchant discount fee
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is...
Mansio

23. Front Desk
What is inelastic demand?
WHat department is the heart of the hotel?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Given the high barriers to entry in some of the major lodging markets - increased revenues at the hotel level can only be derived from taking market share. What are the necessary 'tools' for attracting business from competitors?

24. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
How to calculate average room rate?
Airport hotels

25. If the bill is not paid - hotel cannot recover tip already paid out
Where will the majority of the global growth take place
How the hotel size that has the largest percentage
Who deals with the arrival of guests?
Non-collectible account

26. Reality = expectations satisfied
What is booked mean?
Guest satisfaction
What is the difference between an employee and an associate?
Market segmentation

27. Means to expand quickly with little capital -collect franchise fees
Owner/operator
What is the largest department?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
ADA

28. Cash according to accounts
Net Receipts
What is the most used operating ratio?
Tourism
What should be

29. No - there aren't - it is self proclaimed - not awarded
Is there really such a thing as a six or seven star hotel?
What are the six steps in the Revenue Management Model?
What is elastic demand?
What is the American Plan?

30. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
What is group rate?
Paying off house vouchers
How to calculate average room rate?
Discuss a weakness of functional organizational design.

31. Coles Ordinary
Guest expectations
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What was the first Inn?
Modified American Plan

32. Under 150 rooms
Due bank
How the hotel size that has the largest percentage
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Service recovery

33. Reality < expectations dissatisfied
Guest expectations
What are 'fences'?
Over
Ideal Room Rate

34. Owns hotel brands and sells the right to use them
Taberna
Mansio
Franchisor
Guest expectations

35. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Dimensions of Service Quality
TShe income Audit
Mansio
Owner/operator

36. Flat organization/ large number of employees reporting to one supervisor
Forcasted rooms revenue
European Plan
What is a wide span of control?
Float Losses

37. Issuing the room key
Why do hotels offer discounted rates?
What completes the registration process?
Market segmentation
Reality

38. Rooms available X occupancy percentage X Average daily rate
What are 'fences'?
Taberna
Forcasted rooms revenue
Service recovery

39. 1. hotel staff members greet upon arrival 2. a welcome reception for the guests is held 3. guests check in and occupy rooms 4. activities - dining - and entertainment are arranged

40. Literally owns and operates hotel
When does the night audit begin?
Owner/operator
How the hotel size that has the largest percentage
Top down or bottom up

41. Rooms revenue divided by number of rooms sold
Discuss a weakness of functional organizational design.
Market segmentation
What is the average daily rate?
What is a narrow span of control?

42. Retained to manage a hotel on behalf of the owner
What is the most used operating ratio?
Independent Management Company
What is the largest department?
Is there really such a thing as a six or seven star hotel?

43. Actual rooms revenue divided by potential rooms revenue
Franchisor loading corporation
What are the differences between a C-Corp. and a REIT?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
What is yield statistoc?

44. Where the poorer people stayed when traveling in the Roman Empire
Non-guaranteed reservation?
How do u calculate occupancy %?
What is posting?
Taberna

45. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
When does the night audit begin?
What is a guaranteed reservation?
Suite hotels
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

46. Hotel holds room until 4 or 6
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Non-guaranteed reservation?
What was the first Hotel?
Over

47. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Modified American Plan
What is a third-party distribution company?
What is the responsibility of the reservations?
When are lodging analysts bullish on hotel stocks?

48. Rooms actually reserved by group members
What is booked mean?
Who deal with the pre arrival of the guests?
What is inelastic demand?
What is housekeeping status?

49. Travelers who intend to stay five days or longer and required reduced hotel services
WHat department is the heart of the hotel?
Extended stay hotels
Chain Management
Who deals with the occupancy of the guest?

50. Determines a rooms short term availability
Room assignment process
What is housekeeping status?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What should be