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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. Service encounters during which service quality is judged; first impression.
Airport hotels
Moments of truth
Non-collectible account
Franchisor loading corporation
2. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
10000 rooms revenue. Sold 95 rooms with 5 comps
Airport hotels
Ideal Room Rate
Float Losses
3. Owns hotels affiliated with chain brands
Suite hotels and extended stay hotels
Non-collectible account
Chain Management
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
4. If the bill is not paid - hotel cannot recover tip already paid out
Forbes 5 star
Non-collectible account
Market segmentation
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
5. Reversal of problem; solving the problem and retaining the goodwill of the customer.
How do you calculate the % of no shows?
Merchant discount fee
Service recovery
Paying off the due bank
6. Less money in cash drawer than should be
Franchisor loading corporation
Room assignment process
What is displacement?
Short
7. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
What are the six steps in the Revenue Management Model?
What is booked mean?
Merchant discount fee
Reality
8. Blocking/pre-assigning rooms
What is reservation status?
Room assignment process
Modified American Plan
What is a guaranteed reservation?
9. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
How do u calculate occupancy %?
What is the largest department?
Service recovery
10. A statement of all transactions that affect the balance of an account
What is the American Plan?
What is a guest folio?
What is booked mean?
What is a third-party distribution company?
11. Hotel gets money later - pays employee up-front
Float Losses
What is housekeeping status?
What is the responsibility of the reservations?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
12. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Moments of truth
Distribution of the reports is the final step in night audit process?
13. Coles Ordinary
What was the first Inn?
Mansio
Due bank
What is a guest folio?
14. The difference between money taken in and paid out
Net Receipts
When would you want to use a minimum LOS control?
Over or Short
Non-guaranteed reservation?
15. Travelers who intend to stay five days or longer and required reduced hotel services
What is booked mean?
What is a block?
What is the American Plan?
Extended stay hotels
16. Negotiated based on number of rooms
Moments of truth
Give an example of a fence used in the hotel industry
What is group rate?
Guest expectations
17. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Franchisor loading corporation
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Non-collectible account
Reality
18. The separation between rich and poor
What is booked mean?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is reservation status?
Market Segmentation
19. Separation between classes of hotels - luxury - mid-scale - economy
What is a guest folio?
Market segmentation
The difference between guest accounts and house accounts ?
Merchant discount fee
20. Set of registered hotel guest accounts
What is the most used operating ratio?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
What is a guest ledger
Who deals with the arrival of guests?
21. Rooms department revenue divided by expected number of rooms sold
Taberna
Short
How to calculate average room rate?
What is rack rate?
22. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Forbes 5 star
What was the first Inn?
What is decentralization?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
23. No difference - just sounds nicer
What is the difference between an employee and an associate?
When are lodging analysts bullish on hotel stocks?
What was the first Inn?
Mansio
24. Actual cash in dollars and cents in the cash drawer
What is...
What is a guaranteed reservation?
Paying off the due bank
Net Receipts
25. Flat organization/ large number of employees reporting to one supervisor
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?
What is corporate rate?
What is a wide span of control?
Code of Hammurabi
26. Harder to get than 5 diamond
What is a narrow span of control?
What is the largest department?
What is a guest account?
Forbes 5 star
27. Retained to manage a hotel on behalf of the owner
Independent Management Company
What is the average daily rate?
What are the differences between a C-Corp. and a REIT?
What are the six steps in the Revenue Management Model?
28. True
Cut off date?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Distribution of the reports is the final step in night audit process?
Non-guaranteed reservation?
29. Provided to frequent business guests
What is corporate rate?
What is a guest folio?
European Plan
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?
30. Room + 2 meals
What is a block?
Tourism
Forbes 5 star
Modified American Plan
31. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
Non-guaranteed reservation?
What is the difference between an employee and an associate?
What is booked mean?
32. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Guest satisfaction
Paying off house vouchers
Top down or bottom up
Is there really such a thing as a six or seven star hotel?
33. Reality > expectations 'thrilled'
How do u calculate occupancy %?
Forbes 5 star
Reality
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
34. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
35. Reservations and non refundable purchases for price sensitive guests versus opposite
Give an example of a fence used in the hotel industry
Guest expectations
What is decentralization?
Role of management
36. 6%? look up
Franchisor
What is a wide span of control?
Ideal Room Rate
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
37. Determines a rooms long term availability
What is reservation status?
What is elastic demand?
What is the responsibility of the reservations?
Over or Short
38. Cashier (FD)/ uniformed services
What is a wide span of control?
Who deals with the departure of the guests?
European Plan
Discuss a weakness of functional organizational design.
39. Huge capital investment needed. Time to wait on zoning and construction.
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Merchant discount fee
When are lodging analysts bullish on hotel stocks?
What is a block?
40. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
41. Determines a rooms short term availability
Tour package coupons
What is a guest folio?
What is housekeeping status?
What is the average daily rate?
42. 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 is a guaranteed reservation?
Discuss a weakness of functional organizational design.
Merchant discount fee
What are the six steps in the Revenue Management Model?
43. The retention of decision making authority by a high level manager
Where will the majority of the global growth take place
How do you calculate the % of no shows?
Who deal with the pre arrival of the guests?
What is centralization?
44. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Independent Management Company
The difference between guest accounts and house accounts ?
What is housekeeping status?
Top down or bottom up
45. Difference between 'What should be' and 'what is'
What is the largest department?
What was the first Inn?
Over or Short
Guest satisfaction
46. 95+5=100 divided by 150-25=125=80%
Give an example of a fence used in the hotel industry
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Is there really such a thing as a six or seven star hotel?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
47. 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
48. Concierge/bellstaff
How to calculate average room rate?
Discuss a weakness of functional organizational design.
Net Receipts
Who is the keys of gold?
49. Hotel holds room until 4 or 6
Forcasted rooms revenue
Non-guaranteed reservation?
What was the first Inn?
Mansio
50. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
What completes the registration process?
What is...
Forbes 5 star
When would you want to use a minimum LOS control?