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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. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
What is a block?
What is yield statistoc?
When would you want to use a minimum LOS control?
Non-collectible account
2. 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
Extended stay hotels
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
NON REIT Owner
Guest expectations
3. Address expectations and reality with honest advertising and training employees 'over delivery'
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Role of 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 %?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
4. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Market segmentation
What is the responsibility of the reservations?
Why do hotels offer discounted rates?
Short
5. Cash according to accounts
Non-guaranteed reservation?
What is the difference between an employee and an associate?
What should be
What is...
6. Coles Ordinary
What was the first Inn?
What is wash (down)?
How do u calculate occupancy %?
What is inelastic demand?
7. Hotel gets money later - pays employee up-front
Service recovery
Float Losses
Who is the keys of gold?
European Plan
8. 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
What are the six steps in the Revenue Management Model?
Non-guaranteed reservation?
What is a block?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
9. The retention of decision making authority by a high level manager
NON REIT Owner
What is centralization?
Role of management
Over
10. Travelers who intend to stay five days or longer and required reduced hotel services
Extended stay hotels
Tour package coupons
What is a guest ledger
Dimensions of Service Quality
11. Under 150 rooms
What is a guest folio?
Forcasted rooms revenue
Over
How the hotel size that has the largest percentage
12. 95+5=100 divided by 150-25=125=80%
Room assignment process
What is a narrow span of control?
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 %?
13. 1990; accomodate guests and employees with disabilities
What is displacement?
Cut off date?
Who deals with the arrival of guests?
ADA
14. Reality > expectations 'thrilled'
Why do hotels offer discounted rates?
Reality
What is wash (down)?
What is a wide span of control?
15. Actual cash in dollars and cents in the cash drawer
What is...
Over
What is wash (down)?
ADA
16. 'end of day'
Service recovery
When does the night audit begin?
Distribution of the reports is the final step in night audit process?
What is decentralization?
17. Owns the hotel but retains a chain or independent management company to operate the property
Independent Management Company
TShe income Audit
What should be
NON REIT Owner
18. The process of recording transactions onto a folio
Who is the keys of gold?
What completes the registration process?
What is posting?
Code of Hammurabi
19. Tangibles - reliability - responsiveness - assurance and empathy
Dimensions of Service Quality
Mansio
What is elastic demand?
How to calculate average room rate?
20. Literally owns and operates hotel
How the hotel size that has the largest percentage
Who is the keys of gold?
Distribution of the reports is the final step in night audit process?
Owner/operator
21. Appeal to both business and leisure travelers
Forcasted rooms revenue
Market segmentation
Suite hotels and extended stay hotels
Who deal with the pre arrival of the guests?
22. 6%? look up
Short
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Moments of truth
Top down or bottom up
23. The difference between money taken in and paid out
Ideal Room Rate
Net Receipts
Franchisor
What was the first Inn?
24. Retained to manage a hotel on behalf of the owner
Independent Management Company
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
TShe income Audit
Forbes 5 star
25. Room + 2 meals
Modified American Plan
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?
When are lodging analysts bullish on hotel stocks?
Over or Short
26. # of room no shows divided by # of room reservations
Room assignment process
What is elastic demand?
How do you calculate the % of no shows?
What is a guest account?
27. Expedia or Orbitz
Guest satisfaction
What is a third-party distribution company?
What is a guest account?
What are the differences between a C-Corp. and a REIT?
28. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Guest satisfaction
10000 rooms revenue. Sold 95 rooms with 5 comps
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Top down or bottom up
29. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
Who deals with the arrival of guests?
Chain Management
Suite hotels
30. True
Who deal with the pre arrival of the guests?
Paying off house vouchers
Merchant discount fee
Distribution of the reports is the final step in night audit process?
31. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Is there really such a thing as a six or seven star hotel?
Code of Hammurabi
Suite hotels
When are lodging analysts bullish on hotel stocks?
32. Rooms actually reserved by group members
Chain Management
Who deals with the arrival of guests?
What is booked mean?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
33. A number of rooms set aside for a group
Paying off the due bank
Short
What is a block?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
34. Means to expand quickly with little capital -collect franchise fees
What is corporate rate?
The difference between guest accounts and house accounts ?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Guest satisfaction
35. Uniformed services/FD
Airport hotels
Guest expectations
Dimensions of Service Quality
Who deals with the arrival of guests?
36. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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37. Occupancy %
What is the most used operating ratio?
What is a guest ledger
Market segmentation
What completes the registration process?
38. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Franchisor loading corporation
Cut off date?
What is group rate?
Airport hotels
39. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Who deal with the pre arrival of the guests?
What should be
What is the American Plan?
What is corporate rate?
40. The first place where a lot of people could stay overnight and keep all their animals etc
Suite hotels and extended stay hotels
What is rack rate?
Caravanseri
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
41. Actual rooms revenue divided by potential rooms revenue
What are the six steps in the Revenue Management Model?
Suite hotels and extended stay hotels
What is yield statistoc?
What was the first Hotel?
42. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
Who is the keys of gold?
What is...
ADA
43. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
Role of management
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is rack rate?
44. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
The difference between guest accounts and house accounts ?
WHat department is the heart of the hotel?
Franchisor
What are 'fences'?
45. Blocking/pre-assigning rooms
Over or Short
Room assignment process
What completes the registration process?
10000 rooms revenue. Sold 95 rooms with 5 comps
46. Harder to get than 5 diamond
Due bank
Franchisor loading corporation
Market segmentation
Forbes 5 star
47. When more money is paid out than comes in and the cashier uses his bank for the payment
How to calculate average room rate?
Due bank
What is a guest folio?
Tourism
48. More money in cash drawer than should be
What is Room status discrepancy ?
Over
Merchant discount fee
Role of management
49. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Forbes 5 star
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?
Suite hotels
Dimensions of Service Quality
50. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What are the differences between a C-Corp. and a REIT?
Reality
Service recovery
Why do hotels offer discounted rates?