Test your basic knowledge |

Hotel Operations Management

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. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183

2. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
Extended stay hotels
What is centralization?
Who deal with the pre arrival of the guests?

3. A statement of all transactions that affect the balance of an account
What is wash (down)?
How to calculate average room rate?
Guest satisfaction
What is a guest folio?

4. Set of registered hotel guest accounts
TShe income Audit
What is a guest ledger
Who deals with the arrival of guests?
What is inelastic demand?

5. 6%? look up
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is booked mean?
Owner/operator
Tour package coupons

6. 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?
Airport hotels
What is a guest account?
What are the differences between a C-Corp. and a REIT?

7. Housekeeping
Market segmentation
Airport hotels
Forbes 5 star
What is the largest department?

8. Issuing the room key
What are the six steps in the Revenue Management Model?
Who deals with the departure of the guests?
What completes the registration process?
How do you calculate the % of no shows?

9. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Reality
Suite hotels
Dimensions of Service Quality
Chain Management

10. More money in cash drawer than should be
Over
How do you calculate the % of no shows?
What is the American Plan?
What is elastic demand?

11. City Hotel - NY city
What is posting?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is housekeeping status?
What was the first Hotel?

12. Turning away free independent traveler guests for lack of rooms due to group business
What is displacement?
What is the most used operating ratio?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Taberna

13. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Who deals with the arrival of guests?
When are lodging analysts bullish on hotel stocks?
What is booked mean?
What are 'fences'?

14. Owns the hotel but retains a chain or independent management company to operate the property
What is yield statistoc?
Give an example of a fence used in the hotel industry
NON REIT Owner
Forbes 5 star

15. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
Forbes 5 star
Non-guaranteed reservation?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue

16. Address expectations and reality with honest advertising and training employees 'over delivery'
What was the first Hotel?
Distribution of the reports is the final step in night audit process?
What is the average daily rate?
Role of management

17. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
When would you want to use a minimum LOS control?
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?
Over or Short
Confirmed reservation?

18. 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
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?
How do you calculate the % of no shows?
Forbes 5 star

19. Actual cash in dollars and cents in the cash drawer
Ideal Room Rate
Merchant discount fee
What is...
Guest satisfaction

20. Separation between classes of hotels - luxury - mid-scale - economy
Paying off house vouchers
Room assignment process
Over or Short
Market segmentation

21. Determines a rooms short term availability
What is housekeeping status?
What is rack rate?
What are 'fences'?
Float Losses

22. Reality > expectations 'thrilled'
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Reality
Code of Hammurabi
Ideal Room Rate

23. Where the poorer people stayed when traveling in the Roman Empire
Taberna
How do you calculate the % of no shows?
Who is the keys of gold?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.

24. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is the American Plan?
What are the differences between a C-Corp. and a REIT?
Distribution of the reports is the final step in night audit process?

25. Huge capital investment needed. Time to wait on zoning and construction.
Who is the keys of gold?
Discuss a weakness of functional organizational design.
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...

26. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is...
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a guaranteed reservation?
What is displacement?

27. Number of rooms occupied divided by number of rooms available
How to calculate average room rate?
Room assignment process
Non-guaranteed reservation?
How do u calculate occupancy %?

28. Date when group blocked rooms return to hotel room inventory
Guest expectations
What is the most used operating ratio?
Cut off date?
Who deal with the pre arrival of the guests?

29. Occupancy %
European Plan
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
NON REIT Owner
What is the most used operating ratio?

30. The first place where a lot of people could stay overnight and keep all their animals etc
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?
Caravanseri
Who deal with the pre arrival of the guests?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

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
Tourism
What are the six steps in the Revenue Management Model?
Guest expectations
Mansio

32. Means to expand quickly with little capital -collect franchise fees
What is wash (down)?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Suite hotels
Guest expectations

33. Under 150 rooms
Forbes 5 star
What is the largest department?
How the hotel size that has the largest percentage
Suite hotels and extended stay hotels

34. Cash according to accounts
What is a guest folio?
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?
Dimensions of Service Quality
What should be

35. Housekeeping status differs from front desk status
What is Room status discrepancy ?
When are lodging analysts bullish on hotel stocks?
Modified American Plan
Net Receipts

36. Cashier (FD)/ uniformed services
10000 rooms revenue. Sold 95 rooms with 5 comps
What is the most used operating ratio?
Who deals with the departure of the guests?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue

37. Room + 2 meals
Modified American Plan
Create a process map for a transient business guest who arrives at the city airport - requires shuttle service - and checks into the hotel using the help of a bellman. This is the 'Business Guest Arrival and Check-in Process.' Indicate all functional
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Guest expectations

38. Very sensitive to price. Leisure travel market
What is elastic demand?
What is booked mean?
Mansio
What is reservation status?

39. The retention of decision making authority by a high level manager
Float Losses
Franchisor loading corporation
What is centralization?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.

40. Where the rich people stayed when traveling in the Roman Empire
Mansio
What is the largest department?
What is yield statistoc?
Float Losses

41. Not sensitive to price. Business travel market
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Who is the keys of gold?
What is inelastic demand?
Non-collectible account

42. 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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183

43. Rooms available X occupancy percentage X Average daily rate
What is group rate?
What is a guaranteed reservation?
ADA
Forcasted rooms revenue

44. Reality = expectations satisfied
Service recovery
10000 rooms revenue. Sold 95 rooms with 5 comps
Guest satisfaction
How to calculate average room rate?

45. True
Room assignment process
Who is the keys of gold?
Distribution of the reports is the final step in night audit process?
How do u calculate occupancy %?

46. 1. low variable costs - high fixed costs 2. perishable inventory 3. variable demand patterns 4. ability to forecast future demand 5. ability to segment customers
Non-collectible account
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Merchant discount fee
What are 'fences'?

47. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
What is a block?
Tourism
Chain Management
Over or Short

48. 1990; accomodate guests and employees with disabilities
Guest satisfaction
ADA
What is displacement?
What is elastic demand?

49. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Service recovery
TShe income Audit
ADA
What should be

50. Difference between 'What should be' and 'what is'
Short
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?
Over or Short
How to calculate average room rate?