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Test your basic knowledge |
Hotel Operations Management
Start Test
Study First
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. Actual rooms revenue divided by potential rooms revenue
What is yield statistoc?
Confirmed reservation?
When are lodging analysts bullish on hotel stocks?
What is booked mean?
2. 10000 divided by 95 + 5=10000 divided by 100=100$
What is a guest account?
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?
10000 rooms revenue. Sold 95 rooms with 5 comps
Who deal with the pre arrival of the guests?
3. Negotiated based on number of rooms
What is group rate?
What is a guest ledger
Guest expectations
Moments of truth
4. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Tourism
What is the average daily rate?
Market segmentation
Top down or bottom up
5. The process of recording transactions onto a folio
Non-collectible account
What is posting?
What is yield statistoc?
How to calculate average room rate?
6. Housekeeping
When does the night audit begin?
Taberna
What is the largest department?
Owner/operator
7. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
What is corporate rate?
The difference between guest accounts and house accounts ?
What is a narrow span of control?
Room assignment process
8. Rooms department revenue divided by expected number of rooms sold
Due bank
How to calculate average room rate?
Market segmentation
Forcasted rooms revenue
9. Number of rooms occupied divided by number of rooms available
10000 rooms revenue. Sold 95 rooms with 5 comps
What is decentralization?
How do u calculate occupancy %?
WHat department is the heart of the hotel?
10. Under 150 rooms
Moments of truth
Non-collectible account
How the hotel size that has the largest percentage
What is decentralization?
11. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
Airport hotels
What is centralization?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
12. Owns hotel brands and sells the right to use them
Franchisor
What is inelastic demand?
Distribution of the reports is the final step in night audit process?
Market Segmentation
13. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
What are the differences between a C-Corp. and a REIT?
Due bank
What is a guaranteed reservation?
14. Set of registered hotel guest accounts
Code of Hammurabi
Over or Short
What is a guest ledger
What is yield statistoc?
15. Appeal to both business and leisure travelers
Suite hotels and extended stay hotels
Tour package coupons
What is centralization?
Float Losses
16. Not sensitive to price. Business travel market
When are lodging analysts bullish on hotel stocks?
What is wash (down)?
What is inelastic demand?
10000 rooms revenue. Sold 95 rooms with 5 comps
17. Cashier (FD)/ uniformed services
Owner/operator
Over
Who deals with the departure of the guests?
What are the differences between a C-Corp. and a REIT?
18. Actual cash in dollars and cents in the cash drawer
What is...
Net Receipts
Room assignment process
Forcasted rooms revenue
19. Issuing the room key
Moments of truth
Discuss a weakness of functional organizational design.
Over or Short
What completes the registration process?
20. Tangibles - reliability - responsiveness - assurance and empathy
Dimensions of Service Quality
Short
Taberna
NON REIT Owner
21. Reality < expectations dissatisfied
European Plan
What should be
Guest expectations
What is the responsibility of the reservations?
22. 6%? look up
What is a block?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Discuss a weakness of functional organizational design.
What is a guaranteed reservation?
23. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Tour package coupons
Paying off the due bank
Reality
Market Segmentation
24. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Tour package coupons
What is posting?
Merchant discount fee
Who deal with the pre arrival of the guests?
25. The retention of decision making authority by a high level manager
What is centralization?
How do you calculate the % of no shows?
Paying off the due bank
How the hotel size that has the largest percentage
26. Blocking/pre-assigning rooms
Room assignment process
What is booked mean?
ADA
Franchisor loading corporation
27. Rooms actually reserved by group members
Guest expectations
Give an example of a fence used in the hotel industry
What is the difference between an employee and an associate?
What is booked mean?
28. The separation between rich and poor
Franchisor
What is...
Ideal Room Rate
Market Segmentation
29. Where the rich people stayed when traveling in the Roman Empire
What is the most used operating ratio?
What is reservation status?
Mansio
10000 rooms revenue. Sold 95 rooms with 5 comps
30. Address expectations and reality with honest advertising and training employees 'over delivery'
Top down or bottom up
Role of management
What is the most used operating ratio?
Who deals with the arrival of guests?
31. 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
What are the six steps in the Revenue Management Model?
Who deals with the departure of the guests?
Code of Hammurabi
WHat department is the heart of the hotel?
32. Turning away free independent traveler guests for lack of rooms due to group business
Dimensions of Service Quality
Role of management
What is displacement?
What are the differences between a C-Corp. and a REIT?
33. Determines a rooms long term availability
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Ideal Room Rate
What is reservation status?
Short
34. The difference between money taken in and paid out
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?
Franchisor loading corporation
Net Receipts
35. Occupancy %
What is the most used operating ratio?
Who deals with the departure of the guests?
Confirmed reservation?
Who deal with the pre arrival of the guests?
36. Provided to frequent business guests
What is a block?
Taberna
What is corporate rate?
Who deal with the pre arrival of the guests?
37. Harder to get than 5 diamond
Merchant discount fee
Forbes 5 star
What is the most used operating ratio?
Franchisor loading corporation
38. Luxury - upper-upscale - upscale
What is wash (down)?
Cut off date?
Tour package coupons
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
39. Service encounters during which service quality is judged; first impression.
Independent Management Company
Modified American Plan
What is Room status discrepancy ?
Moments of truth
40. Reality > expectations 'thrilled'
Who deals with the occupancy of the guest?
Extended stay hotels
How the hotel size that has the largest percentage
Reality
41. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Guest expectations
Over
What is the American Plan?
Who deals with the occupancy of the guest?
42. 'end of day'
When does the night audit begin?
Room assignment process
When would you want to use a minimum LOS control?
Suite hotels
43. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
When are lodging analysts bullish on hotel stocks?
Non-guaranteed reservation?
Short
10000 rooms revenue. Sold 95 rooms with 5 comps
44. Hotel holds room until 4 or 6
Reality
Short
Net Receipts
Non-guaranteed reservation?
45. # of room no shows divided by # of room reservations
Role of management
How do you calculate the % of no shows?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is yield statistoc?
46. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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47. A statement of all transactions that affect the balance of an account
Short
What is a guest folio?
Franchisor
Ideal Room Rate
48. True
What is a guest ledger
Distribution of the reports is the final step in night audit process?
Short
Owner/operator
49. Retained to manage a hotel on behalf of the owner
Independent Management Company
Who deals with the departure of the guests?
What is a guest folio?
What is a guest ledger
50. To sell every available room at the most profitable rate
What is a guest account?
Service recovery
What is a third-party distribution company?
What is the responsibility of the reservations?