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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. Provided to frequent business guests
What is a guaranteed reservation?
What is rack rate?
What is Room status discrepancy ?
What is corporate rate?
2. Reservations and non refundable purchases for price sensitive guests versus opposite
Give an example of a fence used in the hotel industry
Franchisor loading corporation
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Over or Short
3. Address expectations and reality with honest advertising and training employees 'over delivery'
What is a third-party distribution company?
Discuss a weakness of functional organizational design.
What are 'fences'?
Role of management
4. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
10000 rooms revenue. Sold 95 rooms with 5 comps
Tour package coupons
Moments of truth
What is the American Plan?
5. Where the poorer people stayed when traveling in the Roman Empire
Forbes 5 star
NON REIT Owner
Discuss a weakness of functional organizational design.
Taberna
6. Determines a rooms long term availability
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
Paying off the due bank
What is reservation status?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
7. Rooms revenue divided by number of rooms sold
What is the average daily rate?
Short
What is housekeeping status?
Merchant discount fee
8. Owns hotels affiliated with chain brands
Forcasted rooms revenue
What is wash (down)?
Chain Management
Float Losses
9. True
Distribution of the reports is the final step in night audit process?
European Plan
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Tourism
10. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Who deal with the pre arrival of the guests?
Confirmed reservation?
Net Receipts
What is inelastic demand?
11. Housekeeping
Role of management
What is the largest department?
What are the six steps in the Revenue Management Model?
What was the first Hotel?
12. Reality > expectations 'thrilled'
When does the night audit begin?
Net Receipts
What is rack rate?
Reality
13. A statement of all transactions that affect the balance of an account
Distribution of the reports is the final step in night audit process?
What is a guest folio?
Non-guaranteed reservation?
Who deals with the departure of the guests?
14. A collection of all transactions incurred by a guest.
Tour package coupons
What is a guest account?
Caravanseri
How the hotel size that has the largest percentage
15. Reversal of problem; solving the problem and retaining the goodwill of the customer.
What is decentralization?
Service recovery
What should be
What is wash (down)?
16. Huge capital investment needed. Time to wait on zoning and construction.
Modified American Plan
Code of Hammurabi
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Over or Short
17. When more money is paid out than comes in and the cashier uses his bank for the payment
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Due bank
Market Segmentation
Guest expectations
18. Blocking/pre-assigning rooms
Over
What is group rate?
Role of management
Room assignment process
19. Tall organization/ small number of employees report to a supervisor
Due bank
What is a narrow span of control?
Net Receipts
What is corporate rate?
20. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Tourism
What is...
What is group rate?
Over or Short
21. The process of recording transactions onto a folio
What is posting?
What is rack rate?
Airport hotels
Who deal with the pre arrival of the guests?
22. Reality < expectations dissatisfied
How the hotel size that has the largest percentage
What is group rate?
What is the difference between an employee and an associate?
Guest expectations
23. 'end of day'
When does the night audit begin?
How the hotel size that has the largest percentage
How do u calculate occupancy %?
Taberna
24. 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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25. Coupons used by members of tour groups to pay for meals etc...
What is yield statistoc?
Over
Tour package coupons
Service recovery
26. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
Service recovery
ADA
Guest expectations
27. Front Desk
Mansio
WHat department is the heart of the hotel?
Over
What completes the registration process?
28. Owns the hotel but retains a chain or independent management company to operate the property
Suite hotels
What is a guest account?
NON REIT Owner
Taberna
29. Actual cash in dollars and cents in the cash drawer
Taberna
Due bank
Airport hotels
What is...
30. More money in cash drawer than should be
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is housekeeping status?
What is posting?
Over
31. 95+5=100 divided by 150-25=125=80%
What is corporate rate?
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 the American Plan?
What is a guaranteed reservation?
32. Uniformed services/FD
The difference between guest accounts and house accounts ?
Float Losses
Who deals with the arrival of guests?
Distribution of the reports is the final step in night audit process?
33. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
European Plan
What is a guaranteed reservation?
Who deals with the arrival of guests?
Paying off the due bank
34. Housekeeping status differs from front desk status
Who is the keys of gold?
What should be
What is Room status discrepancy ?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
35. Expedia or Orbitz
Role of management
Why do hotels offer discounted rates?
What is a block?
What is a third-party distribution company?
36. Service encounters during which service quality is judged; first impression.
Distribution of the reports is the final step in night audit process?
Moments of truth
What is a guaranteed reservation?
What are the differences between a C-Corp. and a REIT?
37. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is displacement?
What is the average daily rate?
Is there really such a thing as a six or seven star hotel?
38. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Non-guaranteed reservation?
Confirmed reservation?
What was the first Inn?
What are the differences between a C-Corp. and a REIT?
39. Means to expand quickly with little capital -collect franchise fees
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Merchant discount fee
What is inelastic demand?
What is wash (down)?
40. Harder to get than 5 diamond
European Plan
Forbes 5 star
How do you calculate the % of no shows?
What is a guaranteed reservation?
41. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is posting?
Distribution of the reports is the final step in night audit process?
What is decentralization?
What is the responsibility of the reservations?
42. Separation between classes of hotels - luxury - mid-scale - economy
Over or Short
Float Losses
Where will the majority of the global growth take place
Market segmentation
43. Encourages department performance instead of the main goal which is overall hotel performance
TShe income Audit
Discuss a weakness of functional organizational design.
Cut off date?
Who is the keys of gold?
44. The retention of decision making authority by a high level manager
How do u calculate occupancy %?
What is yield statistoc?
What is the difference between an employee and an associate?
What is centralization?
45. The separation between rich and poor
Market Segmentation
What is the responsibility of the reservations?
Ideal Room Rate
How do u calculate occupancy %?
46. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
Who deal with the pre arrival of the guests?
Why do hotels offer discounted rates?
What was the first Hotel?
47. Very sensitive to price. Leisure travel market
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
Ideal Room Rate
What is decentralization?
What is elastic demand?
48. The first place where a lot of people could stay overnight and keep all their animals etc
Who deal with the pre arrival of the guests?
Caravanseri
Where will the majority of the global growth take place
What is the largest department?
49. Tangibles - reliability - responsiveness - assurance and empathy
What is centralization?
Dimensions of Service Quality
Float Losses
Guest satisfaction
50. A number of rooms set aside for a group
Moments of truth
What is wash (down)?
NON REIT Owner
What is a block?