Test your basic knowledge |

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






2. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






3. Owns hotels affiliated with chain brands






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






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






6. Less money in cash drawer than should be






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






8. Blocking/pre-assigning rooms






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






10. A statement of all transactions that affect the balance of an account






11. Hotel gets money later - pays employee up-front






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






13. Coles Ordinary






14. The difference between money taken in and paid out






15. Travelers who intend to stay five days or longer and required reduced hotel services






16. Negotiated based on number of rooms






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






18. The separation between rich and poor






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






20. Set of registered hotel guest accounts






21. Rooms department revenue divided by expected number of rooms sold






22. An organization member has the right to make a decision without obtaining approval from a higher level manager.






23. No difference - just sounds nicer






24. Actual cash in dollars and cents in the cash drawer






25. Flat organization/ large number of employees reporting to one supervisor






26. Harder to get than 5 diamond






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






28. True






29. Provided to frequent business guests






30. Room + 2 meals






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






32. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






33. Reality > expectations 'thrilled'






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


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






36. 6%? look up






37. Determines a rooms long term availability






38. Cashier (FD)/ uniformed services






39. Huge capital investment needed. Time to wait on zoning and construction.






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


41. Determines a rooms short term availability






42. 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






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






44. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests






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






46. 95+5=100 divided by 150-25=125=80%






47. 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


48. Concierge/bellstaff






49. Hotel holds room until 4 or 6






50. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking