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






2. 70% occupancy - each room category is occupied at 70%.






3. China and India






4. Set of registered hotel guest accounts






5. Tangibles - reliability - responsiveness - assurance and empathy






6. Determines a rooms short term availability






7. Literally owns and operates hotel






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






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






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






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






12. Front Desk






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


14. Rooms revenue divided by number of rooms sold






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






16. Reversal of problem; solving the problem and retaining the goodwill of the customer.






17. The process of recording transactions onto a folio






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






19. 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






20. Retained to manage a hotel on behalf of the owner






21. Housekeeping status differs from front desk status






22. Flat organization/ large number of employees reporting to one supervisor






23. Housekeeping






24. Luxury - upper-upscale - upscale






25. Issuing the room key






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






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






28. Means to expand quickly with little capital -collect franchise fees






29. Reservations






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






31. Owns hotels affiliated with chain brands






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






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






34. No difference - just sounds nicer






35. Cashier (FD)/ uniformed services






36. 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


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






38. The first place where a lot of people could stay overnight and keep all their animals etc






39. Reality < expectations dissatisfied






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






41. Blocking/pre-assigning rooms






42. Room + 2 meals






43. Reality = expectations satisfied






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






45. Encourages department performance instead of the main goal which is overall hotel performance






46. Expedia or Orbitz






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






48. Actual rooms revenue divided by potential rooms revenue






49. Harder to get than 5 diamond






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