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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. Expedia or Orbitz






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






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






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






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






6. Reality > expectations 'thrilled'






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






8. Blocking/pre-assigning rooms






9. 1990; accomodate guests and employees with disabilities






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






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






12. Owns the hotel but retains a chain or independent management company to operate the property






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






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






15. Negotiated based on number of rooms






16. A number of rooms set aside for a group






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






18. 10000 divided by 95 + 5=10000 divided by 100=100$






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






20. 'end of day'






21. Cash according to accounts






22. Determines a rooms long term availability






23. Where the rich people stayed when traveling in the Roman Empire






24. 95+5=100 divided by 150-25=125=80%






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

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26. Hotel holds room until 4 or 6






27. 6%? look up






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






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






30. Issuing the room key






31. Under 150 rooms






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






33. Rooms available X occupancy percentage X Average daily rate






34. Coles Ordinary






35. The separation between rich and poor






36. No difference - just sounds nicer






37. China and India






38. Appeal to both business and leisure travelers






39. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






40. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND






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

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42. Housekeeping






43. Determines a rooms short term availability






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






45. Reality < expectations dissatisfied






46. Housekeeping status differs from front desk status






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






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






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






50. Actual rooms revenue divided by potential rooms revenue







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