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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.
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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. Retained to manage a hotel on behalf of the owner
Due bank
Is there really such a thing as a six or seven star hotel?
How do u calculate occupancy %?
Independent Management Company

2. 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
Paying off the due bank
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?
The difference between guest accounts and house accounts ?
What are the six steps in the Revenue Management Model?

3. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
Owner/operator
Who deals with the occupancy of the guest?
What is a narrow span of control?

4. Rooms department revenue divided by expected number of rooms sold
How to calculate average room rate?
Discuss a weakness of functional organizational design.
Market Segmentation
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?

5. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Confirmed reservation?
Where will the majority of the global growth take place
What is rack rate?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?

6. Where the rich people stayed when traveling in the Roman Empire
Mansio
Who deals with the arrival of guests?
When does the night audit begin?
What is the American Plan?

7. More money in cash drawer than should be
Over
What is elastic demand?
What is the difference between an employee and an associate?
What are 'fences'?

8. Literally owns and operates hotel
Owner/operator
Paying off house vouchers
Suite hotels
What is corporate rate?

9. Actual cash in dollars and cents in the cash drawer
What is...
Non-collectible account
Mansio
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

10. Rooms available X occupancy percentage X Average daily rate
Forcasted rooms revenue
10000 rooms revenue. Sold 95 rooms with 5 comps
ADA
Who deal with the pre arrival of the guests?

11. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Caravanseri
What are the differences between a C-Corp. and a REIT?
Non-guaranteed reservation?
Suite hotels

12. Coles Ordinary
Owner/operator
What is a block?
What is reservation status?
What was the first Inn?

13. 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
Discuss a weakness of functional organizational design.
ADA
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Non-collectible account

14. Set of registered hotel guest accounts
Paying off the due bank
European Plan
What is...
What is a guest ledger

15. FD/PBX
Who deal with the pre arrival of the guests?
The difference between guest accounts and house accounts ?
Who deals with the occupancy of the guest?
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?

16. No - there aren't - it is self proclaimed - not awarded
How the hotel size that has the largest percentage
Paying off the due bank
WHat department is the heart of the hotel?
Is there really such a thing as a six or seven star hotel?

17. A statement of all transactions that affect the balance of an account
What is a guest folio?
What is the difference between an employee and an associate?
What is housekeeping status?
Paying off the due bank

18. Provided to frequent business guests
What is the responsibility of the reservations?
Cut off date?
What is corporate rate?
Is there really such a thing as a six or seven star hotel?

19. Travelers who intend to stay five days or longer and required reduced hotel services
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Extended stay hotels
What is group rate?
Over or Short

20. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
What is the American Plan?
When are lodging analysts bullish on hotel stocks?
Who deal with the pre arrival of the guests?
Who is the keys of gold?

21. Determines a rooms short term availability
What is housekeeping status?
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 rack rate?
Mansio

22. The separation between rich and poor
Forbes 5 star
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Suite hotels
Market Segmentation

23. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
Role of management
What was the first Hotel?
Tourism

24. Date when group blocked rooms return to hotel room inventory
Over
Cut off date?
What is booked mean?
Reality

25. Service encounters during which service quality is judged; first impression.
What is Room status discrepancy ?
What are the differences between a C-Corp. and a REIT?
Taberna
Moments of truth

26. Where the poorer people stayed when traveling in the Roman Empire
Give an example of a fence used in the hotel industry
Dimensions of Service Quality
Taberna
ADA

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

28. Housekeeping
What is the largest department?
What completes the registration process?
What is a third-party distribution company?
Paying off the due bank

29. Rooms actually reserved by group members
What is booked mean?
What is a guest folio?
Mansio
Give an example of a fence used in the hotel industry

30. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Tourism
What is the largest department?
What is the American Plan?
What is a guest ledger

31. Owns hotel brands and sells the right to use them
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is group rate?
Franchisor
The difference between guest accounts and house accounts ?

32. Expedia or Orbitz
What is a third-party distribution company?
What is displacement?
Ideal Room Rate
How do you calculate the % of no shows?

33. Reservations
Who deal with the pre arrival of the guests?
Paying off the due bank
Independent Management Company
How do you calculate the % of no shows?

34. Rooms revenue divided by number of rooms sold
What is the average daily rate?
Suite hotels and extended stay hotels
What is reservation status?
What is a guest ledger

35. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Give an example of a fence used in the hotel industry
Forbes 5 star
What is the average daily rate?
Code of Hammurabi

36. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
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 do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a guest folio?
Airport hotels

37. Address expectations and reality with honest advertising and training employees 'over delivery'
Room assignment process
Confirmed reservation?
Role of management
What is the largest department?

38. Issuing the room key
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What completes the registration process?
When are lodging analysts bullish on hotel stocks?
NON REIT Owner

39. Luxury - upper-upscale - upscale
Who is the keys of gold?
European 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
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue

40. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Distribution of the reports is the final step in night audit process?
Moments of truth
What are the differences between a C-Corp. and a REIT?
Merchant discount fee

41. 6%? look up
What is elastic demand?
Discuss a weakness of functional organizational design.
What are the differences between a C-Corp. and a REIT?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

42. The process of recording transactions onto a folio
What is posting?
What is the largest department?
What is a guest folio?
When would you want to use a minimum LOS control?

43. A number of rooms set aside for a group
Paying off the due bank
What is a block?
Guest expectations
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue

44. Cashier (FD)/ uniformed services
Airport hotels
How to calculate average room rate?
Tourism
Who deals with the departure of the guests?

45. The first place where a lot of people could stay overnight and keep all their animals etc
Franchisor loading corporation
Caravanseri
Market Segmentation
What is decentralization?

46. Cash according to accounts
How to calculate average room rate?
Forbes 5 star
What should be
What are 'fences'?

47. The difference between money taken in and paid out
Net Receipts
What is displacement?
Room assignment process
Ideal Room Rate

48. Reality < expectations dissatisfied
What is Room status discrepancy ?
Guest expectations
Discuss a weakness of functional organizational design.
What is a wide span of control?

49. Number of rooms occupied divided by number of rooms available
Over or Short
What is the responsibility of the reservations?
What is housekeeping status?
How do u calculate occupancy %?

50. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories