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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. Very sensitive to price. Leisure travel market
How do you calculate the % of no shows?
Discuss a weakness of functional organizational design.
Tour package coupons
What is elastic demand?
2. 95+5=100 divided by 150-25=125=80%
ADA
What is corporate 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 should be
3. 'end of day'
What is a guest account?
When does the night audit begin?
What is Room status discrepancy ?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
4. 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
What was the first Hotel?
Franchisor
What is a wide span of control?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
5. Expedia or Orbitz
What was the first Hotel?
What is a third-party distribution company?
How to calculate average room rate?
What is a guest ledger
6. 70% occupancy - each room category is occupied at 70%.
How to calculate average room rate?
Independent Management Company
Ideal Room Rate
What is a guest ledger
7. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
Code of Hammurabi
What are the differences between a C-Corp. and a REIT?
What is centralization?
8. The difference between money taken in and paid out
What is the largest department?
Net Receipts
Short
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
9. Separation between classes of hotels - luxury - mid-scale - economy
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?
Who is the keys of gold?
Market segmentation
Taberna
10. Rooms available X occupancy percentage X Average daily rate
Distribution of the reports is the final step in night audit process?
Reality
Owner/operator
Forcasted rooms revenue
11. Front Desk
WHat department is the heart of the hotel?
Paying off house vouchers
10000 rooms revenue. Sold 95 rooms with 5 comps
Short
12. Retained to manage a hotel on behalf of the owner
Independent Management Company
What is...
Reality
What should be
13. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Service recovery
Market Segmentation
What is a narrow span of control?
Distribution of the reports is the final step in night audit process?
14. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Tourism
What is booked mean?
Code of Hammurabi
Distribution of the reports is the final step in night audit process?
15. Cashier (FD)/ uniformed services
Role of management
Who deals with the departure of the guests?
What is a third-party distribution company?
Ideal Room Rate
16. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
Merchant discount fee
How do u calculate occupancy %?
What is rack rate?
17. The first place where a lot of people could stay overnight and keep all their animals etc
Short
What was the first Hotel?
How do you calculate the % of no shows?
Caravanseri
18. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
When are lodging analysts bullish on hotel stocks?
Give an example of a fence used in the hotel industry
19. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
What is elastic demand?
Who is the keys of gold?
The difference between guest accounts and house accounts ?
What is decentralization?
20. Rooms revenue divided by number of rooms sold
What is a guest ledger
Market Segmentation
What is the average daily rate?
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
21. Owns hotels affiliated with chain brands
Over
What is centralization?
Chain Management
ADA
22. Harder to get than 5 diamond
Forbes 5 star
When would you want to use a minimum LOS control?
Modified American Plan
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
23. Reality = expectations satisfied
Moments of truth
What is Room status discrepancy ?
Caravanseri
Guest satisfaction
24. Difference between 'What should be' and 'what is'
What is yield statistoc?
Over or Short
What is centralization?
What are the six steps in the Revenue Management Model?
25. Owns hotel brands and sells the right to use them
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a block?
Franchisor
What completes the registration process?
26. True
Distribution of the reports is the final step in night audit process?
Who deals with the departure of the guests?
What is posting?
What is a third-party distribution company?
27. City Hotel - NY city
Top down or bottom up
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 folio?
What was the first Hotel?
28. The separation between rich and poor
What is the responsibility of the reservations?
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
Market Segmentation
What is inelastic demand?
29. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
What completes the registration process?
Forcasted rooms revenue
What is a wide span of control?
30. China and India
Forbes 5 star
Room assignment process
Where will the majority of the global growth take place
Confirmed reservation?
31. Set of registered hotel guest accounts
Net Receipts
What is a wide span of control?
What is the most used operating ratio?
What is a guest ledger
32. Reservations
What are the differences between a C-Corp. and a REIT?
Market segmentation
Cut off date?
Who deal with the pre arrival of the guests?
33. Coles Ordinary
What is a narrow span of control?
What was the first Hotel?
Dimensions of Service Quality
What was the first Inn?
34. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is decentralization?
Paying off house vouchers
Code of Hammurabi
Service recovery
35. Flat organization/ large number of employees reporting to one supervisor
Top down or bottom up
What is a wide span of control?
What is group rate?
Non-collectible account
36. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Confirmed reservation?
What was the first Hotel?
What is displacement?
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
37. 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
38. Uniformed services/FD
Forbes 5 star
Who deals with the arrival of guests?
What is the most used operating ratio?
Who is the keys of gold?
39. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Short
Discuss a weakness of functional organizational design.
Suite hotels
WHat department is the heart of the hotel?
40. Provided to frequent business guests
Market segmentation
What is corporate rate?
Guest satisfaction
Who is the keys of gold?
41. A number of rooms set aside for a group
NON REIT Owner
What is a guest ledger
What is a block?
Dimensions of Service Quality
42. Rooms department revenue divided by expected number of rooms sold
Guest satisfaction
How to calculate average room rate?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is corporate rate?
43. If the bill is not paid - hotel cannot recover tip already paid out
What is the average daily rate?
Non-collectible account
TShe income Audit
What are 'fences'?
44. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
How the hotel size that has the largest percentage
Airport hotels
Independent Management Company
Non-guaranteed reservation?
45. A statement of all transactions that affect the balance of an account
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Non-guaranteed reservation?
What is a guest folio?
Chain Management
46. Concierge/bellstaff
Market Segmentation
What is inelastic demand?
Ideal Room Rate
Who is the keys of gold?
47. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Is there really such a thing as a six or seven star hotel?
What is booked mean?
What are the differences between a C-Corp. and a REIT?
When are lodging analysts bullish on hotel stocks?
48. Determines a rooms long term availability
Taberna
Ideal Room Rate
What is reservation status?
Merchant discount fee
49. Hotel holds room until 4 or 6
What is the difference between an employee and an associate?
Ideal Room Rate
What is the responsibility of the reservations?
Non-guaranteed reservation?
50. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
What is a third-party distribution company?
Guest satisfaction
Top down or bottom up
Non-collectible account