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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. 1. low variable costs - high fixed costs 2. perishable inventory 3. variable demand patterns 4. ability to forecast future demand 5. ability to segment customers
Market segmentation
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What was the first Inn?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
2. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
Over
NON REIT Owner
Top down or bottom up
3. 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
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4. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
What is wash (down)?
What is Room status discrepancy ?
Confirmed reservation?
When would you want to use a minimum LOS control?
5. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Paying off house vouchers
Guest satisfaction
Top down or bottom up
Caravanseri
6. Turning away free independent traveler guests for lack of rooms due to group business
Owner/operator
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is displacement?
What is posting?
7. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
How do u calculate occupancy %?
How do you calculate the % of no shows?
What is the responsibility of the reservations?
8. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Dimensions of Service Quality
Owner/operator
Short
Why do hotels offer discounted rates?
9. Reservations
What should be
Who deal with the pre arrival of the guests?
What is elastic demand?
What is rack rate?
10. Reality < expectations dissatisfied
Guest expectations
Confirmed reservation?
What are 'fences'?
Forbes 5 star
11. 6%? look up
Is there really such a thing as a six or seven star hotel?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
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
What is a guest folio?
12. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Room assignment process
Who deals with the occupancy of the guest?
NON REIT Owner
Paying off house vouchers
13. Cash according to accounts
Independent Management Company
What should be
How the hotel size that has the largest percentage
Guest expectations
14. Where the rich people stayed when traveling in the Roman Empire
Chain Management
Mansio
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What completes the registration process?
15. 95+5=100 divided by 150-25=125=80%
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Airport hotels
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
What is group rate?
16. Reservations and non refundable purchases for price sensitive guests versus opposite
What was the first Inn?
NON REIT Owner
Franchisor loading corporation
Give an example of a fence used in the hotel industry
17. 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
Code of Hammurabi
Franchisor loading corporation
What are the six steps in the Revenue Management Model?
What was the first Inn?
18. Blocking fewer rooms than requested by the group based on past history
Mansio
Why do hotels offer discounted rates?
How do you calculate the % of no shows?
What is wash (down)?
19. Tangibles - reliability - responsiveness - assurance and empathy
Who deal with the pre arrival of the guests?
Short
Dimensions of Service Quality
Modified American Plan
20. Rooms department revenue divided by expected number of rooms sold
How to calculate average room rate?
Franchisor loading corporation
Market Segmentation
When does the night audit begin?
21. 'end of day'
What is the American Plan?
Ideal Room Rate
When does the night audit begin?
Independent Management Company
22. Luxury - upper-upscale - upscale
What are the differences between a C-Corp. and a REIT?
Where will the majority of the global growth take place
Who deals with the occupancy of the guest?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
23. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
What is a third-party distribution company?
Market Segmentation
Net Receipts
24. Actual rooms revenue divided by potential rooms revenue
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
ADA
Merchant discount fee
What is yield statistoc?
25. A number of rooms set aside for a group
What is group rate?
What is elastic demand?
What are the differences between a C-Corp. and a REIT?
What is a block?
26. Date when group blocked rooms return to hotel room inventory
What is a block?
Cut off date?
Merchant discount fee
What is group rate?
27. Front Desk
Short
WHat department is the heart of the hotel?
Market segmentation
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
28. Expedia or Orbitz
What is wash (down)?
Who deals with the occupancy of the guest?
What is a third-party distribution company?
Taberna
29. Where the poorer people stayed when traveling in the Roman Empire
Taberna
Modified American Plan
Chain Management
What is a block?
30. Owns the hotel but retains a chain or independent management company to operate the property
Paying off house vouchers
Cut off date?
NON REIT Owner
What is a narrow span of control?
31. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is centralization?
Modified American Plan
Code of Hammurabi
32. Hotel gets money later - pays employee up-front
Float Losses
What should be
Paying off the due bank
What is rack rate?
33. Harder to get than 5 diamond
Forbes 5 star
Who deals with the arrival of guests?
Owner/operator
10000 rooms revenue. Sold 95 rooms with 5 comps
34. Coupons used by members of tour groups to pay for meals etc...
What is the most used operating ratio?
Why do hotels offer discounted rates?
Tour package coupons
Who is the keys of gold?
35. Retained to manage a hotel on behalf of the owner
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is the responsibility of the reservations?
Mansio
Independent Management Company
36. Coles Ordinary
What is the responsibility of the reservations?
Moments of truth
What was the first Inn?
ADA
37. If the bill is not paid - hotel cannot recover tip already paid out
European Plan
Who deals with the arrival of guests?
Taberna
Non-collectible account
38. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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39. More money in cash drawer than should be
Over
Suite hotels and extended stay hotels
Due bank
Who deals with the arrival of guests?
40. No difference - just sounds nicer
The difference between guest accounts and house accounts ?
What is the difference between an employee and an associate?
What is elastic demand?
What was the first Inn?
41. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Service recovery
Franchisor loading corporation
What is the American Plan?
Non-collectible account
42. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
What is a block?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is posting?
When are lodging analysts bullish on hotel stocks?
43. The separation between rich and poor
Market Segmentation
When would you want to use a minimum LOS control?
What is a guest folio?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
44. Uniformed services/FD
What is a wide span of control?
What is a narrow span of control?
Who deals with the arrival of guests?
How the hotel size that has the largest percentage
45. Occupancy %
Non-collectible account
Top down or bottom up
What is...
What is the most used operating ratio?
46. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
Suite hotels
Non-guaranteed reservation?
Chain Management
47. Reality = expectations satisfied
Over or Short
Guest satisfaction
Ideal Room Rate
How do u calculate occupancy %?
48. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Suite hotels
What is the most used operating ratio?
Due bank
Confirmed reservation?
49. A statement of all transactions that affect the balance of an account
WHat department is the heart of the hotel?
What are the six steps in the Revenue Management Model?
What is a guest folio?
Market segmentation
50. Rooms revenue divided by number of rooms sold
Suite hotels and extended stay hotels
What is the average daily rate?
Suite hotels
What is Room status discrepancy ?