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. Reality < expectations dissatisfied






2. The process of recording transactions onto a folio






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






4. Rooms available X occupancy percentage X Average daily rate






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






6. Concierge/bellstaff






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






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






9. 1990; accomodate guests and employees with disabilities






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






11. Reservations






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






13. Front Desk






14. Hotel holds room until 4 or 6






15. Rooms actually reserved by group members






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






17. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






18. China and India






19. Expedia or Orbitz






20. Determines a rooms short term availability






21. Cashier (FD)/ uniformed services






22. Coles Ordinary






23. Under 150 rooms






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. To sell every available room at the most profitable rate






26. 'end of day'






27. # of room no shows divided by # of room reservations






28. Very sensitive to price. Leisure travel market






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






30. Coupons used by members of tour groups to pay for meals etc...






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






32. No - there aren't - it is self proclaimed - not awarded






33. City Hotel - NY city






34. Number of rooms occupied divided by number of rooms available






35. 70% occupancy - each room category is occupied at 70%.






36. Less money in cash drawer than should be






37. Reality > expectations 'thrilled'






38. No difference - just sounds nicer






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






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






41. A number of rooms set aside for a group






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






43. The separation between rich and poor






44. Tangibles - reliability - responsiveness - assurance and empathy






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






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






47. Provided to frequent business guests






48. Room + 2 meals






49. Determines a rooms long term availability






50. Luxury - upper-upscale - upscale