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Hotel Operations Management
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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. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
What is a narrow span of control?
Tourism
Who deals with the occupancy of the guest?
Paying off house vouchers
2. Actual cash in dollars and cents in the cash drawer
What is a guest account?
What is...
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
The difference between guest accounts and house accounts ?
3. More money in cash drawer than should be
Who deal with the pre arrival of the guests?
Caravanseri
Over
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
4. Date when group blocked rooms return to hotel room inventory
What is a guest ledger
Cut off date?
Guest expectations
What is a guaranteed reservation?
5. Cash according to accounts
Suite hotels
What should be
Airport hotels
What is corporate rate?
6. Determines a rooms long term availability
What is posting?
What was the first Hotel?
What is reservation status?
NON REIT Owner
7. Less money in cash drawer than should be
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Who deals with the departure of the guests?
Short
What is a guest folio?
8. Service encounters during which service quality is judged; first impression.
What is a wide span of control?
The difference between guest accounts and house accounts ?
Short
Moments of truth
9. 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 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 Room status discrepancy ?
Is there really such a thing as a six or seven star hotel?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
10. Rooms revenue divided by number of rooms sold
Guest satisfaction
How do you calculate the % of no shows?
Franchisor
What is the average daily rate?
11. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Moments of truth
What is housekeeping status?
Tourism
Forbes 5 star
12. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Who deals with the occupancy of the guest?
Suite hotels and extended stay hotels
Taberna
Service recovery
13. A collection of all transactions incurred by a guest.
What was the first Inn?
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 is a guest account?
When are lodging analysts bullish on hotel stocks?
14. No - there aren't - it is self proclaimed - not awarded
What is a wide span of control?
What are the differences between a C-Corp. and a REIT?
Is there really such a thing as a six or seven star hotel?
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
15. Harder to get than 5 diamond
What was the first Inn?
What is a guest account?
Forbes 5 star
Suite hotels
16. Turning away free independent traveler guests for lack of rooms due to group business
Guest expectations
What is Room status discrepancy ?
What is rack rate?
What is displacement?
17. Negotiated based on number of rooms
10000 rooms revenue. Sold 95 rooms with 5 comps
What is group rate?
Chain Management
Room assignment process
18. Front Desk
Net Receipts
WHat department is the heart of the hotel?
Service recovery
Paying off house vouchers
19. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is decentralization?
What is corporate rate?
Extended stay hotels
European Plan
20. Reality > expectations 'thrilled'
When does the night audit begin?
What is rack rate?
Role of management
Reality
21. The hotel's standard published rate
Non-collectible account
Guest expectations
Role of management
What is rack rate?
22. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
What is group rate?
When would you want to use a minimum LOS control?
What is yield statistoc?
Modified American Plan
23. Appeal to both business and leisure travelers
Suite hotels and extended stay hotels
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Forbes 5 star
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. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
How do u calculate occupancy %?
TShe income Audit
Merchant discount fee
Is there really such a thing as a six or seven star hotel?
25. 70% occupancy - each room category is occupied at 70%.
Due bank
Ideal Room Rate
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 was the first Inn?
26. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What is a block?
Market Segmentation
TShe income Audit
Who is the keys of gold?
27. 1990; accomodate guests and employees with disabilities
Market Segmentation
ADA
What is posting?
What is a guest folio?
28. Reality = expectations satisfied
Role of management
Confirmed reservation?
Reality
Guest satisfaction
29. Reservations and non refundable purchases for price sensitive guests versus opposite
ADA
Who deals with the occupancy of the guest?
What is inelastic demand?
Give an example of a fence used in the hotel industry
30. Luxury - upper-upscale - upscale
Over
What completes the registration process?
Ideal Room Rate
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
31. China and India
Distribution of the reports is the final step in night audit process?
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 a wide span of control?
Where will the majority of the global growth take place
32. Coles Ordinary
What was the first Inn?
Paying off the due bank
What is displacement?
Modified American Plan
33. If the bill is not paid - hotel cannot recover tip already paid out
What is corporate rate?
Reality
Non-collectible account
The difference between guest accounts and house accounts ?
34. Huge capital investment needed. Time to wait on zoning and construction.
What is a narrow span of control?
Who deals with the occupancy of the guest?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Paying off house vouchers
35. Coupons used by members of tour groups to pay for meals etc...
Non-guaranteed reservation?
Tour package coupons
Moments of truth
Who deals with the occupancy of the guest?
36. The separation between rich and poor
What is the American Plan?
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 wide span of control?
Market Segmentation
37. Room and meals are separate
European Plan
Paying off house vouchers
Code of Hammurabi
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
38. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
What is...
Paying off the due bank
When are lodging analysts bullish on hotel stocks?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
39. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is displacement?
Suite hotels
Forbes 5 star
What is a wide span of control?
40. Very sensitive to price. Leisure travel market
What is elastic demand?
Float Losses
Paying off the due bank
Why do hotels offer discounted rates?
41. # of room no shows divided by # of room reservations
What is rack rate?
What was the first Inn?
How do you calculate the % of no shows?
Market segmentation
42. 95+5=100 divided by 150-25=125=80%
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 is the average daily rate?
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 the largest department?
43. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What is a third-party distribution company?
What is the responsibility of the reservations?
What are the differences between a C-Corp. and a REIT?
How the hotel size that has the largest percentage
44. Blocking/pre-assigning rooms
How the hotel size that has the largest percentage
Room assignment process
Independent Management Company
What completes the registration process?
45. Under 150 rooms
How the hotel size that has the largest percentage
Chain Management
Code of Hammurabi
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
46. Tangibles - reliability - responsiveness - assurance and empathy
Chain Management
Who deals with the departure of the guests?
What is the average daily rate?
Dimensions of Service Quality
47. City Hotel - NY city
Who deals with the departure of the guests?
Who deals with the arrival of guests?
What was the first Hotel?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
48. Issuing the room key
What is a third-party distribution company?
When does the night audit begin?
Merchant discount fee
What completes the registration process?
49. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Due bank
Role of management
The difference between guest accounts and house accounts ?
10000 rooms revenue. Sold 95 rooms with 5 comps
50. Difference between 'What should be' and 'what is'
Float Losses
Over or Short
What is the most used operating ratio?
Owner/operator
Can you answer 50 questions in 15 minutes?
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