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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. Appeal to both business and leisure travelers
What is...
When would you want to use a minimum LOS control?
Confirmed reservation?
Suite hotels and extended stay hotels
2. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What is the American Plan?
Reality
What is a guest ledger
Independent Management Company
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. Room and meals are separate
What is a guaranteed reservation?
What is group rate?
European Plan
Independent Management Company
5. Reality > expectations 'thrilled'
ADA
What is corporate rate?
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?
Reality
6. The first place where a lot of people could stay overnight and keep all their animals etc
ADA
Merchant discount fee
Caravanseri
What is corporate rate?
7. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
The difference between guest accounts and house accounts ?
Top down or bottom up
What is the difference between an employee and an associate?
Non-guaranteed reservation?
8. Rooms actually reserved by group members
What is rack rate?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is wash (down)?
What is booked mean?
9. Uniformed services/FD
What are 'fences'?
Who deals with the arrival of guests?
Who deals with the departure of the guests?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
10. 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?
Who is the keys of gold?
Room assignment process
WHat department is the heart of the hotel?
11. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Suite hotels
What are the differences between a C-Corp. and a REIT?
What is rack rate?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
12. Under 150 rooms
Non-collectible account
What is a guaranteed reservation?
How the hotel size that has the largest percentage
Chain Management
13. Cashier (FD)/ uniformed services
Who deals with the departure of the guests?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Moments of truth
Market Segmentation
14. Luxury - upper-upscale - upscale
What was the first Hotel?
What is group rate?
Franchisor
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
15. Occupancy %
Franchisor
What is the most used operating ratio?
What is a narrow span of control?
What is displacement?
16. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
When would you want to use a minimum LOS control?
10000 rooms revenue. Sold 95 rooms with 5 comps
Is there really such a thing as a six or seven star hotel?
Ideal Room Rate
17. Reality < expectations dissatisfied
Guest expectations
Room assignment process
Why do hotels offer discounted rates?
What is a guaranteed reservation?
18. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
WHat department is the heart of the hotel?
Taberna
Paying off house vouchers
What is a third-party distribution company?
19. Number of rooms occupied divided by number of rooms available
Tour package coupons
What is a narrow span of control?
How do u calculate occupancy %?
WHat department is the heart of the hotel?
20. Literally owns and operates hotel
What is centralization?
Owner/operator
What is displacement?
Code of Hammurabi
21. Front Desk
WHat department is the heart of the hotel?
The difference between guest accounts and house accounts ?
What is displacement?
What is a guest account?
22. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
Modified American Plan
Distribution of the reports is the final step in night audit process?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
23. A collection of all transactions incurred by a guest.
What is a guest account?
Moments of truth
Ideal Room Rate
Paying off house vouchers
24. Hotel holds room until 4 or 6
Is there really such a thing as a six or seven star hotel?
Merchant discount fee
When would you want to use a minimum LOS control?
Non-guaranteed reservation?
25. Blocking fewer rooms than requested by the group based on past history
Paying off the due bank
Dimensions of Service Quality
What is wash (down)?
What is a wide span of control?
26. Service encounters during which service quality is judged; first impression.
What is the largest department?
What completes the registration process?
Non-collectible account
Moments of truth
27. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
What was the first Hotel?
Franchisor
The difference between guest accounts and house accounts ?
Dimensions of Service Quality
28. The retention of decision making authority by a high level manager
Discuss a weakness of functional organizational design.
What is centralization?
Modified American Plan
What is a narrow span of control?
29. Reality = expectations satisfied
What is booked mean?
What is a third-party distribution company?
Guest satisfaction
Independent Management Company
30. Where the poorer people stayed when traveling in the Roman Empire
Taberna
What is a wide span of control?
Short
Modified American Plan
31. Rooms available X occupancy percentage X Average daily rate
Code of Hammurabi
Airport hotels
Forcasted rooms revenue
What is group rate?
32. A number of rooms set aside for a group
What is a block?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
European Plan
Due bank
33. 1990; accomodate guests and employees with disabilities
Who deals with the arrival of guests?
10000 rooms revenue. Sold 95 rooms with 5 comps
Airport hotels
ADA
34. Tall organization/ small number of employees report to a supervisor
What is a guaranteed reservation?
What is a narrow span of control?
What is yield statistoc?
What is the difference between an employee and an associate?
35. Cash according to accounts
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is reservation status?
What should be
How the hotel size that has the largest percentage
36. 70% occupancy - each room category is occupied at 70%.
European Plan
Franchisor
Paying off the due bank
Ideal Room Rate
37. China and India
Ideal Room Rate
What is centralization?
Tour package coupons
Where will the majority of the global growth take place
38. Housekeeping
Float Losses
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is the largest department?
Who deals with the departure of the guests?
39. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Suite hotels
How to calculate average room rate?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
40. If the bill is not paid - hotel cannot recover tip already paid out
Who deals with the occupancy of the guest?
Where will the majority of the global growth take place
Service recovery
Non-collectible account
41. Retained to manage a hotel on behalf of the owner
What is Room status discrepancy ?
What is a guest account?
Franchisor
Independent Management Company
42. Expedia or Orbitz
When would you want to use a minimum LOS control?
What are the differences between a C-Corp. and a REIT?
What is a third-party distribution company?
Franchisor
43. Harder to get than 5 diamond
What is the average daily rate?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is reservation status?
Forbes 5 star
44. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Merchant discount fee
What are 'fences'?
What is the American Plan?
What is a guaranteed reservation?
45. 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
What is the difference between an employee and an associate?
Moments of truth
What are the six steps in the Revenue Management Model?
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
46. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Discuss a weakness of functional organizational design.
Code of Hammurabi
Merchant discount fee
Independent Management Company
47. 95+5=100 divided by 150-25=125=80%
What is...
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Who deals with the arrival of guests?
What is decentralization?
48. More money in cash drawer than should be
Over
Short
TShe income Audit
Distribution of the reports is the final step in night audit process?
49. # of room no shows divided by # of room reservations
What is corporate rate?
How do you calculate the % of no shows?
What was the first Hotel?
What is reservation status?
50. Negotiated based on number of rooms
Role of management
Extended stay hotels
What was the first Inn?
What is group rate?