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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. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Suite hotels and extended stay hotels
What is decentralization?
Merchant discount fee
What should be
2. Flat organization/ large number of employees reporting to one supervisor
Tour package coupons
What is a wide span of control?
What is inelastic demand?
What is group rate?
3. The hotel's standard published rate
What is rack rate?
Suite hotels and extended stay hotels
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 the average daily rate?
4. True
What is corporate rate?
Distribution of the reports is the final step in night audit process?
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 housekeeping status?
5. Coles Ordinary
What is the difference between an employee and an associate?
What was the first Inn?
Suite hotels and extended stay hotels
What is the American Plan?
6. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What is housekeeping status?
What is the most used operating ratio?
What are 'fences'?
Why do hotels offer discounted rates?
7. Cashier (FD)/ uniformed services
WHat department is the heart of the hotel?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Suite hotels
Who deals with the departure of the guests?
8. China and India
Paying off the due bank
Where will the majority of the global growth take place
What is the largest department?
Float Losses
9. 95+5=100 divided by 150-25=125=80%
Role of management
Chain Management
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Dimensions of Service Quality
10. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Over or Short
Moments of truth
Forbes 5 star
Franchisor loading corporation
11. FD/PBX
Where will the majority of the global growth take place
When would you want to use a minimum LOS control?
What is a guaranteed reservation?
Who deals with the occupancy of the guest?
12. Reality < expectations dissatisfied
Non-guaranteed reservation?
TShe income Audit
Guest expectations
When would you want to use a minimum LOS control?
13. Occupancy %
What is the most used operating ratio?
Is there really such a thing as a six or seven star hotel?
What is group rate?
What was the first Inn?
14. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
Role of management
Who deals with the departure of the guests?
How the hotel size that has the largest percentage
15. To sell every available room at the most profitable rate
What is booked mean?
Chain Management
What is the responsibility of the reservations?
What is a third-party distribution company?
16. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
What is a block?
Who deals with the arrival of guests?
Forcasted rooms revenue
Code of Hammurabi
17. The difference between money taken in and paid out
Net Receipts
What is a guaranteed reservation?
Non-guaranteed reservation?
Confirmed reservation?
18. Means to expand quickly with little capital -collect franchise fees
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Suite hotels
Why do hotels offer discounted rates?
Ideal Room Rate
19. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Service recovery
What is reservation status?
Caravanseri
Room assignment process
20. Rooms actually reserved by group members
Guest expectations
What is booked mean?
What are the six steps in the Revenue Management Model?
Franchisor loading corporation
21. # of room no shows divided by # of room reservations
How do u calculate occupancy %?
Discuss a weakness of functional organizational design.
Airport hotels
How do you calculate the % of no shows?
22. Very sensitive to price. Leisure travel market
Role of management
What is elastic demand?
What is a narrow span of control?
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. Where the rich people stayed when traveling in the Roman Empire
Dimensions of Service Quality
Over
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Mansio
24. Tangibles - reliability - responsiveness - assurance and empathy
Due bank
What is Room status discrepancy ?
Owner/operator
Dimensions of Service Quality
25. Appeal to both business and leisure travelers
Suite hotels and extended stay hotels
What is...
What is a block?
Role of management
26. Coupons used by members of tour groups to pay for meals etc...
Who deals with the departure of the guests?
What is a guaranteed reservation?
Tour package coupons
Forcasted rooms revenue
27. Where the poorer people stayed when traveling in the Roman Empire
What is elastic demand?
What is centralization?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Taberna
28. Reservations and non refundable purchases for price sensitive guests versus opposite
What is corporate rate?
European Plan
Guest satisfaction
Give an example of a fence used in the hotel industry
29. Owns the hotel but retains a chain or independent management company to operate the property
How the hotel size that has the largest percentage
NON REIT Owner
Due bank
Float Losses
30. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Cut off date?
What is Room status discrepancy ?
Merchant discount fee
Tourism
31. Expedia or Orbitz
What is a third-party distribution company?
What is the difference between an employee and an associate?
Market segmentation
Non-guaranteed reservation?
32. Owns hotels affiliated with chain brands
Chain Management
What is corporate rate?
Franchisor
Mansio
33. Hotel holds room until 4 or 6
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What was the first Hotel?
Give an example of a fence used in the hotel industry
Non-guaranteed reservation?
34. No - there aren't - it is self proclaimed - not awarded
Is there really such a thing as a six or seven star hotel?
Service recovery
What is corporate rate?
Forbes 5 star
35. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
TShe income Audit
Room assignment process
Ideal Room Rate
What is wash (down)?
36. Reservations
Give an example of a fence used in the hotel industry
Who deal with the pre arrival of the guests?
NON REIT Owner
Top down or bottom up
37. Reality = expectations satisfied
Due bank
How do you calculate the % of no shows?
What is a block?
Guest satisfaction
38. Address expectations and reality with honest advertising and training employees 'over delivery'
What is a wide span of control?
Role of management
Chain Management
Top down or bottom up
39. Service encounters during which service quality is judged; first impression.
What is reservation status?
What should be
Suite hotels
Moments of truth
40. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Cut off date?
What is a guaranteed reservation?
Float Losses
41. Date when group blocked rooms return to hotel room inventory
Room assignment process
What are 'fences'?
ADA
Cut off date?
42. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
What is the average daily rate?
Confirmed reservation?
What is a guest folio?
What is a wide span of control?
43. Cash according to accounts
Who deals with the occupancy of the guest?
What should be
Due bank
Guest satisfaction
44. Negotiated based on number of rooms
What is group rate?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Is there really such a thing as a six or seven star hotel?
Franchisor
45. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
When does the night audit begin?
Ideal Room Rate
Paying off house vouchers
Non-collectible account
46. Difference between 'What should be' and 'what is'
Franchisor loading corporation
WHat department is the heart of the hotel?
Over or Short
Market Segmentation
47. 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
ADA
How the hotel size that has the largest percentage
What are the six steps in the Revenue Management Model?
What is...
48. Actual rooms revenue divided by potential rooms revenue
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
What is yield statistoc?
Due bank
49. Rooms revenue divided by number of rooms sold
What is a guest folio?
The difference between guest accounts and house accounts ?
What is the average daily rate?
What is the largest department?
50. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What completes the registration process?
Dimensions of Service Quality
Who deals with the departure of the guests?
Airport hotels