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Hotel Operations Management

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. Blocking fewer rooms than requested by the group based on past history






2. Housekeeping status differs from front desk status






3. 95+5=100 divided by 150-25=125=80%






4. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.






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

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6. The retention of decision making authority by a high level manager






7. Literally owns and operates hotel






8. If the bill is not paid - hotel cannot recover tip already paid out






9. The first place where a lot of people could stay overnight and keep all their animals etc






10. 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






11. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






12. Set of registered hotel guest accounts






13. To sell every available room at the most profitable rate






14. When more money is paid out than comes in and the cashier uses his bank for the payment






15. Concierge/bellstaff






16. Retained to manage a hotel on behalf of the owner






17. A number of rooms set aside for a group






18. 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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19. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






20. Means to expand quickly with little capital -collect franchise fees






21. The separation between rich and poor






22. Tangibles - reliability - responsiveness - assurance and empathy






23. Cash according to accounts






24. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






25. Service encounters during which service quality is judged; first impression.






26. Encourages department performance instead of the main goal which is overall hotel performance






27. A collection of all transactions incurred by a guest.






28. Reversal of problem; solving the problem and retaining the goodwill of the customer.






29. Address expectations and reality with honest advertising and training employees 'over delivery'






30. Uniformed services/FD






31. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed






32. 10000 divided by 95 + 5=10000 divided by 100=100$






33. City Hotel - NY city






34. Hotel has to pay fee to VISA or AMEx - but does not reduce tip






35. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand






36. Very sensitive to price. Leisure travel market






37. Difference between 'What should be' and 'what is'






38. Hotel holds room until 4 or 6






39. Separation between classes of hotels - luxury - mid-scale - economy






40. Date when group blocked rooms return to hotel room inventory






41. Owns hotel brands and sells the right to use them






42. Reservations and non refundable purchases for price sensitive guests versus opposite






43. 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






44. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






45. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off






46. Reservations






47. Where the poorer people stayed when traveling in the Roman Empire






48. Occupancy %






49. Blocking/pre-assigning rooms






50. Determines a rooms long term availability







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