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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. Cash according to accounts
What was the first Inn?
Extended stay hotels
What should be
Franchisor loading corporation
2. The difference between money taken in and paid out
Net Receipts
What is Room status discrepancy ?
What is group rate?
What is a block?
3. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
Owner/operator
Why do hotels offer discounted rates?
What is the American Plan?
4. Actual rooms revenue divided by potential rooms revenue
Paying off the due bank
What is yield statistoc?
Guest satisfaction
The difference between guest accounts and house accounts ?
5. The retention of decision making authority by a high level manager
How to calculate average room rate?
WHat department is the heart of the hotel?
Distribution of the reports is the final step in night audit process?
What is centralization?
6. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Tourism
Where will the majority of the global growth take place
What is the responsibility of the reservations?
The difference between guest accounts and house accounts ?
7. No - there aren't - it is self proclaimed - not awarded
What is wash (down)?
What is decentralization?
Top down or bottom up
Is there really such a thing as a six or seven star hotel?
8. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Suite hotels
What is decentralization?
Short
Market Segmentation
9. Uniformed services/FD
Who deals with the arrival of guests?
What is a guaranteed reservation?
What is a third-party distribution company?
How to calculate average room rate?
10. Service encounters during which service quality is judged; first impression.
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
How do you calculate the % of no shows?
Moments of truth
Net Receipts
11. 1990; accomodate guests and employees with disabilities
ADA
Short
What is yield statistoc?
Code of Hammurabi
12. Hotel gets money later - pays employee up-front
What is posting?
How to calculate average room rate?
What was the first Inn?
Float Losses
13. Blocking/pre-assigning rooms
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Room assignment process
What is the responsibility of the reservations?
Why do hotels offer discounted rates?
14. 95+5=100 divided by 150-25=125=80%
Chain Management
What is the largest department?
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?
15. Set of registered hotel guest accounts
What should be
Airport hotels
What is a guest ledger
Reality
16. 6%? look up
How to calculate average room rate?
What is the difference between an employee and an associate?
ADA
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
17. Reservations and non refundable purchases for price sensitive guests versus opposite
Who is the keys of gold?
Chain Management
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Give an example of a fence used in the hotel industry
18. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Paying off house vouchers
Confirmed reservation?
What is a guest account?
19. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
20. Housekeeping status differs from front desk status
Non-collectible account
How do you calculate the % of no shows?
What is the difference between an employee and an associate?
What is Room status discrepancy ?
21. 10000 divided by 95 + 5=10000 divided by 100=100$
Over or Short
Float Losses
10000 rooms revenue. Sold 95 rooms with 5 comps
What is Room status discrepancy ?
22. Travelers who intend to stay five days or longer and required reduced hotel services
Non-guaranteed reservation?
Discuss a weakness of functional organizational design.
When does the night audit begin?
Extended stay hotels
23. To sell every available room at the most profitable rate
Mansio
What is the responsibility of the reservations?
What is centralization?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
24. Expedia or Orbitz
Paying off the due bank
Dimensions of Service Quality
What is a third-party distribution company?
What is decentralization?
25. When more money is paid out than comes in and the cashier uses his bank for the payment
Due bank
What is a guest account?
What completes the registration process?
What is a guest folio?
26. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Top down or bottom up
Code of Hammurabi
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 guaranteed reservation?
27. Separation between classes of hotels - luxury - mid-scale - economy
Market segmentation
Discuss a weakness of functional organizational design.
How to calculate average room rate?
What is posting?
28. Huge capital investment needed. Time to wait on zoning and construction.
When does the night audit begin?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Code of Hammurabi
Who deals with the departure of the guests?
29. No difference - just sounds nicer
Due bank
What is the difference between an employee and an associate?
Forbes 5 star
What is housekeeping status?
30. Under 150 rooms
What is centralization?
NON REIT Owner
How the hotel size that has the largest percentage
Service recovery
31. Owns hotel brands and sells the right to use them
WHat department is the heart of the hotel?
What was the first 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
Franchisor
32. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
33. True
The difference between guest accounts and house accounts ?
What are the differences between a C-Corp. and a REIT?
What is group rate?
Distribution of the reports is the final step in night audit process?
34. City Hotel - NY city
Caravanseri
What was the first Hotel?
What are the six steps in the Revenue Management Model?
What should be
35. Room + 2 meals
What is reservation status?
Modified American Plan
What is yield statistoc?
Paying off house vouchers
36. Date when group blocked rooms return to hotel room inventory
Cut off date?
What is housekeeping status?
Who deal with the pre arrival of the guests?
Non-collectible account
37. Coupons used by members of tour groups to pay for meals etc...
ADA
Tour package coupons
Over or Short
Independent Management Company
38. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What is Room status discrepancy ?
Guest expectations
What is the American Plan?
When would you want to use a minimum LOS control?
39. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
The difference between guest accounts and house accounts ?
Moments of truth
Paying off house vouchers
What are the six steps in the Revenue Management Model?
40. Cashier (FD)/ uniformed services
When does the night audit begin?
NON REIT Owner
Who deals with the departure of the guests?
Forbes 5 star
41. Flat organization/ large number of employees reporting to one supervisor
When are lodging analysts bullish on hotel stocks?
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
What is a wide span of control?
42. Reality > expectations 'thrilled'
Top down or bottom up
Reality
What is rack rate?
What is the responsibility of the reservations?
43. Difference between 'What should be' and 'what is'
Who deals with the arrival of guests?
Cut off date?
Over or Short
What is displacement?
44. Issuing the room key
What is a wide span of control?
Taberna
What is posting?
What completes the registration process?
45. Front Desk
WHat department is the heart of the hotel?
Tourism
What is inelastic demand?
Where will the majority of the global growth take place
46. Reality < expectations dissatisfied
Guest expectations
Non-guaranteed reservation?
What is wash (down)?
What is decentralization?
47. A number of rooms set aside for a group
What is a block?
What is elastic demand?
Service recovery
Owner/operator
48. Hotel holds room until 4 or 6
Suite hotels
What is the average daily rate?
NON REIT Owner
Non-guaranteed reservation?
49. Literally owns and operates hotel
Franchisor
Where will the majority of the global growth take place
Paying off house vouchers
Owner/operator
50. A statement of all transactions that affect the balance of an account
What is a guest folio?
Over
What is the difference between an employee and an associate?
Modified American Plan