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

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2. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






3. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






4. Housekeeping






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






6. Tangibles - reliability - responsiveness - assurance and empathy






7. 1990; accomodate guests and employees with disabilities






8. Difference between 'What should be' and 'what is'






9. Not sensitive to price. Business travel market






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






11. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests






12. Coles Ordinary






13. 95+5=100 divided by 150-25=125=80%






14. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






15. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day






16. 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






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






18. Reality < expectations dissatisfied






19. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






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






21. Reality = expectations satisfied






22. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed






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






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






25. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines






26. Uniformed services/FD






27. Cashier (FD)/ uniformed services






28. Reality > expectations 'thrilled'






29. 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






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






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






32. Front Desk






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






34. Negotiated based on number of rooms






35. Luxury - upper-upscale - upscale






36. Blocking/pre-assigning rooms






37. Issuing the room key






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






39. Housekeeping status differs from front desk status






40. Concierge/bellstaff






41. A collection of all transactions incurred by a guest.






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






43. Tall organization/ small number of employees report to a supervisor






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






45. No - there aren't - it is self proclaimed - not awarded






46. China and India






47. A number of rooms set aside for a group






48. To sell every available room at the most profitable rate






49. Where the poorer people stayed when traveling in the Roman Empire






50. Actual rooms revenue divided by potential rooms revenue