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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. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
What is decentralization?
What is a guest folio?
TShe income Audit
2. Tangibles - reliability - responsiveness - assurance and empathy
Caravanseri
Dimensions of Service Quality
What is a guaranteed reservation?
Moments of truth
3. Coupons used by members of tour groups to pay for meals etc...
Who deals with the occupancy of the guest?
What is a wide span of control?
Tour package coupons
What are the differences between a C-Corp. and a REIT?
4. No - there aren't - it is self proclaimed - not awarded
Is there really such a thing as a six or seven star hotel?
What is a guest ledger
Room assignment process
What is the American Plan?
5. Luxury - upper-upscale - upscale
Float Losses
Guest expectations
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
European Plan
6. Reservations and non refundable purchases for price sensitive guests versus opposite
Non-guaranteed reservation?
Guest expectations
What is group rate?
Give an example of a fence used in the hotel industry
7. Tall organization/ small number of employees report to a supervisor
Airport hotels
What is a narrow span of control?
Paying off house vouchers
Who deals with the arrival of guests?
8. Reservations
What is posting?
How the hotel size that has the largest percentage
Who deal with the pre arrival of the guests?
ADA
9. Retained to manage a hotel on behalf of the owner
Over or Short
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What completes the registration process?
Independent Management Company
10. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
When would you want to use a minimum LOS control?
What is a guest folio?
Short
Code of Hammurabi
11. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
How do u calculate occupancy %?
What is a guest folio?
TShe income Audit
Guest expectations
12. Actual rooms revenue divided by potential rooms revenue
Dimensions of Service Quality
What is yield statistoc?
Room assignment process
Chain Management
13. Rooms revenue divided by number of rooms sold
What are the six steps in the Revenue Management Model?
What is the American Plan?
What is the average daily rate?
Non-guaranteed reservation?
14. Number of rooms occupied divided by number of rooms available
ADA
How do u calculate occupancy %?
What is the largest department?
What is the responsibility of the reservations?
15. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Given the high barriers to entry in some of the major lodging markets - increased revenues at the hotel level can only be derived from taking market share. What are the necessary 'tools' for attracting business from competitors?
Non-guaranteed reservation?
Net Receipts
When are lodging analysts bullish on hotel stocks?
16. To sell every available room at the most profitable rate
Paying off house vouchers
What is the responsibility of the reservations?
Modified American Plan
What is displacement?
17. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Suite hotels
What is a narrow span of control?
What is inelastic demand?
18. 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...
Moments of truth
Non-collectible account
19. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Paying off house vouchers
When does the night audit begin?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
When would you want to use a minimum LOS control?
20. Rooms department revenue divided by expected number of rooms sold
Non-collectible account
How to calculate average room rate?
ADA
Code of Hammurabi
21. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
Non-collectible account
Dimensions of Service Quality
Caravanseri
22. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What is a block?
Why do hotels offer discounted rates?
Paying off house vouchers
What was the first Hotel?
23. Room and meals are separate
What is the American Plan?
European Plan
Give an example of a fence used in the hotel industry
What is a guaranteed reservation?
24. Rooms actually reserved by group members
Where will the majority of the global growth take place
How to calculate average room rate?
Who deals with the arrival of guests?
What is booked mean?
25. The separation between rich and poor
Who deal with the pre arrival of the guests?
Franchisor loading corporation
Suite hotels
Market Segmentation
26. The process of recording transactions onto a folio
What are 'fences'?
What was the first Hotel?
What is posting?
What completes the registration process?
27. A number of rooms set aside for a group
What is a block?
What are the six steps in the Revenue Management Model?
What is centralization?
What is decentralization?
28. 1990; accomodate guests and employees with disabilities
What was the first Inn?
ADA
What are 'fences'?
Mansio
29. Front Desk
Who deal with the pre arrival of the guests?
WHat department is the heart of the hotel?
Who deals with the departure of the guests?
Owner/operator
30. Determines a rooms long term availability
Given the high barriers to entry in some of the major lodging markets - increased revenues at the hotel level can only be derived from taking market share. What are the necessary 'tools' for attracting business from competitors?
How the hotel size that has the largest percentage
What is reservation status?
Net Receipts
31. Travelers who intend to stay five days or longer and required reduced hotel services
Market Segmentation
What should be
Market segmentation
Extended stay hotels
32. Expedia or Orbitz
What is a third-party distribution company?
Market segmentation
What is a narrow span of control?
Float Losses
33. Date when group blocked rooms return to hotel room inventory
Room assignment process
What was the first Inn?
WHat department is the heart of the hotel?
Cut off date?
34. City Hotel - NY city
What is a narrow span of control?
NON REIT Owner
Given the high barriers to entry in some of the major lodging markets - increased revenues at the hotel level can only be derived from taking market share. What are the necessary 'tools' for attracting business from competitors?
What was the first Hotel?
35. When more money is paid out than comes in and the cashier uses his bank for the payment
How the hotel size that has the largest percentage
Short
What was the first Inn?
Due bank
36. Provided to frequent business guests
What is corporate rate?
What is decentralization?
What is...
ADA
37. Uniformed services/FD
What is posting?
Who deals with the arrival of guests?
Role of management
What is a guest account?
38. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
The difference between guest accounts and house accounts ?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Reality
Who is the keys of gold?
39. Housekeeping status differs from front desk status
Extended stay hotels
What is Room status discrepancy ?
ADA
What is group rate?
40. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
What is yield statistoc?
Merchant discount fee
What is Room status discrepancy ?
Cut off date?
41. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Service recovery
Extended stay hotels
How to calculate average room rate?
What is the American Plan?
42. Set of registered hotel guest accounts
What is a guest ledger
What is wash (down)?
What is yield statistoc?
Confirmed reservation?
43. Owns the hotel but retains a chain or independent management company to operate the property
Give an example of a fence used in the hotel industry
Net Receipts
NON REIT Owner
What are the six steps in the Revenue Management Model?
44. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati
What is inelastic demand?
Discuss a weakness of functional organizational design.
When does the night audit begin?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
45. Determines a rooms short term availability
Short
What is housekeeping status?
Service recovery
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
46. Reality = expectations satisfied
WHat department is the heart of the hotel?
When are lodging analysts bullish on hotel stocks?
Guest satisfaction
What is a guest folio?
47. Huge capital investment needed. Time to wait on zoning and construction.
Paying off the due bank
What was the first Hotel?
Market Segmentation
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
48. Cashier (FD)/ uniformed services
What are 'fences'?
Who deals with the departure of the guests?
What is posting?
Suite hotels and extended stay hotels
49. Reality < expectations dissatisfied
Distribution of the reports is the final step in night audit process?
Non-guaranteed reservation?
Guest expectations
What is a guest ledger
50. Owns hotels affiliated with chain brands
Suite hotels and extended stay hotels
Tourism
What is a block?
Chain Management