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Hotel Operations Management
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Study First
Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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.
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. Issuing the room key
What completes the registration process?
What is decentralization?
Net Receipts
What is a third-party distribution company?
2. 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
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3. A collection of all transactions incurred by a guest.
What is displacement?
Taberna
What is a guest account?
Forbes 5 star
4. Tangibles - reliability - responsiveness - assurance and empathy
Dimensions of Service Quality
What is a guaranteed reservation?
NON REIT Owner
When are lodging analysts bullish on hotel stocks?
5. 70% occupancy - each room category is occupied at 70%.
What is the responsibility of the reservations?
Give an example of a fence used in the hotel industry
Ideal Room Rate
Room assignment process
6. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Forbes 5 star
Taberna
Float Losses
Why do hotels offer discounted rates?
7. # of room no shows divided by # of room reservations
What is a wide span of control?
How do u calculate occupancy %?
How do you calculate the % of no shows?
What are the differences between a C-Corp. and a REIT?
8. 1990; accomodate guests and employees with disabilities
What is the average daily rate?
Due bank
ADA
European Plan
9. Appeal to both business and leisure travelers
What should be
Suite hotels and extended stay hotels
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?
What is booked mean?
10. A statement of all transactions that affect the balance of an account
Market Segmentation
What is a guest folio?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
11. China and India
What was the first Inn?
What is the average daily rate?
Cut off date?
Where will the majority of the global growth take place
12. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
What is a guest folio?
Franchisor
Market Segmentation
13. True
Where will the majority of the global growth take place
Moments of truth
Distribution of the reports is the final step in night audit process?
How do you calculate the % of no shows?
14. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Suite hotels
Guest satisfaction
What should be
What is the American Plan?
15. Cash according to accounts
What is centralization?
What was the first Inn?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What should be
16. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is the difference between an employee and an associate?
What is inelastic demand?
What is a third-party distribution company?
Suite hotels
17. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
When are lodging analysts bullish on hotel stocks?
What completes the registration process?
Taberna
Independent Management Company
18. Reversal of problem; solving the problem and retaining the goodwill of the customer.
What was the first Inn?
What is a guest account?
Service recovery
ADA
19. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
What is a guest ledger
What is corporate rate?
NON REIT Owner
20. Less money in cash drawer than should be
Short
What is inelastic demand?
Float Losses
Guest expectations
21. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Franchisor loading corporation
NON REIT Owner
How do you calculate the % of no shows?
When would you want to use a minimum LOS control?
22. Housekeeping status differs from front desk status
What is the responsibility of the reservations?
Float Losses
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?
What is Room status discrepancy ?
23. Reservations and non refundable purchases for price sensitive guests versus opposite
What was the first Hotel?
Give an example of a fence used in the hotel industry
Who is the keys of gold?
Ideal Room Rate
24. Very sensitive to price. Leisure travel market
What is displacement?
What is elastic demand?
Ideal Room Rate
Is there really such a thing as a six or seven star hotel?
25. Luxury - upper-upscale - upscale
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is housekeeping status?
Market segmentation
Who deal with the pre arrival of the guests?
26. The difference between money taken in and paid out
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What was the first Inn?
Net Receipts
Non-guaranteed reservation?
27. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Airport hotels
Where will the majority of the global growth take place
What is a guaranteed reservation?
Non-guaranteed reservation?
28. Rooms revenue divided by number of rooms sold
Why do hotels offer discounted rates?
Market Segmentation
How do you calculate the % of no shows?
What is the average daily rate?
29. Provided to frequent business guests
What should be
What is corporate rate?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
When would you want to use a minimum LOS control?
30. Literally owns and operates hotel
What are the six steps in the Revenue Management Model?
Owner/operator
Code of Hammurabi
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. 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 is housekeeping status?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is posting?
32. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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33. Harder to get than 5 diamond
Forbes 5 star
How do u calculate occupancy %?
What is booked mean?
Non-collectible account
34. A number of rooms set aside for a group
Float Losses
What is a block?
What is the largest department?
Is there really such a thing as a six or seven star hotel?
35. City Hotel - NY city
Non-guaranteed reservation?
What was the first Hotel?
What is housekeeping status?
What is the average daily rate?
36. Reality = expectations satisfied
What is posting?
When would you want to use a minimum LOS control?
What is yield statistoc?
Guest satisfaction
37. Blocking fewer rooms than requested by the group based on past history
When are lodging analysts bullish on hotel stocks?
What is wash (down)?
TShe income Audit
What is elastic demand?
38. Hotel gets money later - pays employee up-front
Reality
Float Losses
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Market segmentation
39. Coles Ordinary
What is a guest folio?
What is a guest ledger
What is group rate?
What was the first Inn?
40. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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41. Rooms department revenue divided by expected number of rooms sold
10000 rooms revenue. Sold 95 rooms with 5 comps
How to calculate average room rate?
What is decentralization?
What is wash (down)?
42. Date when group blocked rooms return to hotel room inventory
Cut off date?
Moments of truth
Discuss a weakness of functional organizational design.
Who deals with the occupancy of the guest?
43. Difference between 'What should be' and 'what is'
Who deals with the arrival of guests?
Over or Short
Short
Franchisor loading corporation
44. Number of rooms occupied divided by number of rooms available
Distribution of the reports is the final step in night audit process?
What are the six steps in the Revenue Management Model?
What is the responsibility of the reservations?
How do u calculate occupancy %?
45. Negotiated based on number of rooms
Top down or bottom up
What is the American Plan?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is group rate?
46. Where the rich people stayed when traveling in the Roman Empire
How do u calculate occupancy %?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Mansio
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
47. Where the poorer people stayed when traveling in the Roman Empire
What is group rate?
Tour package coupons
Taberna
Why do hotels offer discounted rates?
48. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
What is a guaranteed reservation?
Franchisor
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?
Code of Hammurabi
49. Huge capital investment needed. Time to wait on zoning and construction.
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Franchisor
Cut off date?
What is group rate?
50. Determines a rooms long term availability
Caravanseri
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
Ideal Room Rate
What is reservation status?
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