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






2. Luxury - upper-upscale - upscale






3. 6%? look up






4. Cashier (FD)/ uniformed services






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






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






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






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






9. Tangibles - reliability - responsiveness - assurance and empathy






10. Front Desk






11. Blocking/pre-assigning rooms






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






13. Rooms revenue divided by number of rooms sold






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






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






16. Issuing the room key






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






18. The process of recording transactions onto a folio






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






20. Determines a rooms long term availability






21. Not sensitive to price. Business travel market






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






23. When more money is paid out than comes in and the cashier uses his bank for the payment






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






25. Housekeeping status differs from front desk status






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






27. 'end of day'






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






29. Reality < expectations dissatisfied






30. China and India






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






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






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






34. Harder to get than 5 diamond






35. Room + 2 meals






36. 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






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






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






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






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






41. 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


42. A number of rooms set aside for a group






43. Turning away free independent traveler guests for lack of rooms due to group business






44. 10000 divided by 95 + 5=10000 divided by 100=100$






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






46. FD/PBX






47. Set of registered hotel guest accounts






48. More money in cash drawer than should be






49. Housekeeping






50. No difference - just sounds nicer