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Hotel Operations Management

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. Uniformed services/FD
What is yield statistoc?
Tourism
Who deals with the arrival of guests?
What is wash (down)?

2. Coupons used by members of tour groups to pay for meals etc...
What is a wide span of control?
Tour package coupons
Franchisor
What is the average daily rate?

3. 10000 divided by 95 + 5=10000 divided by 100=100$
What is Room status discrepancy ?
10000 rooms revenue. Sold 95 rooms with 5 comps
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Give an example of a fence used in the hotel industry

4. The first place where a lot of people could stay overnight and keep all their animals etc
Caravanseri
What is displacement?
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?
Mansio

5. Difference between 'What should be' and 'what is'
Over or Short
What should be
Where will the majority of the global growth take place
What is rack rate?

6. Owns hotel brands and sells the right to use them
What is a guest account?
Franchisor
Who deals with the departure of the guests?
The difference between guest accounts and house accounts ?

7. The hotel's standard published rate
What is rack rate?
Franchisor
What is a guest account?
Tour package coupons

8. Occupancy %
WHat department is the heart of the hotel?
Paying off the due bank
What is reservation status?
What is the most used operating ratio?

9. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What is booked mean?
What should be
Cut off date?
TShe income Audit

10. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a narrow span of control?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Why do hotels offer discounted rates?

11. 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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12. Rooms actually reserved by group members
What is booked mean?
Forbes 5 star
The difference between guest accounts and house accounts ?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

13. The retention of decision making authority by a high level manager
Paying off the due bank
10000 rooms revenue. Sold 95 rooms with 5 comps
Tour package coupons
What is centralization?

14. Owns hotels affiliated with chain brands
Chain Management
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Tour package coupons
What is rack rate?

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

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16. No difference - just sounds nicer
TShe income Audit
Extended stay hotels
What is a narrow span of control?
What is the difference between an employee and an associate?

17. Concierge/bellstaff
Code of Hammurabi
Owner/operator
What is the responsibility of the reservations?
Who is the keys of gold?

18. Cash according to accounts
Who deals with the arrival of guests?
European Plan
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What should be

19. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Short
The difference between guest accounts and house accounts ?
What is a third-party distribution company?
What are the six steps in the Revenue Management Model?

20. The process of recording transactions onto a folio
Mansio
What is posting?
Market Segmentation
When would you want to use a minimum LOS control?

21. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
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
ADA
Paying off the due bank
Merchant discount fee

22. Service encounters during which service quality is judged; first impression.
Paying off the due bank
Moments of truth
Short
What is reservation status?

23. 1990; accomodate guests and employees with disabilities
What is inelastic demand?
What is displacement?
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
ADA

24. Not sensitive to price. Business travel market
What is inelastic demand?
What is a guaranteed reservation?
Discuss a weakness of functional organizational design.
Modified American Plan

25. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
TShe income Audit
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Reality

26. Reality = expectations satisfied
Confirmed reservation?
Guest satisfaction
European Plan
Where will the majority of the global growth take place

27. Front Desk
Market segmentation
WHat department is the heart of the hotel?
When are lodging analysts bullish on hotel stocks?
Independent Management Company

28. 70% occupancy - each room category is occupied at 70%.
Paying off the due bank
Ideal Room Rate
How to calculate average room rate?
What is the most used operating ratio?

29. Housekeeping
How to calculate average room rate?
What is the largest department?
What is the average daily rate?
Caravanseri

30. 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?
ADA
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Who deals with the occupancy of the guest?

31. Reality < expectations dissatisfied
Why do hotels offer discounted rates?
Guest expectations
Franchisor loading corporation
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

32. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is inelastic demand?
10000 rooms revenue. Sold 95 rooms with 5 comps

33. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Non-collectible account
Modified American Plan
Tourism
Top down or bottom up

34. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Top down or bottom up
What is a guest ledger
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?
Suite hotels

35. 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
Moments of truth
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Non-collectible account
What are 'fences'?

36. Turning away free independent traveler guests for lack of rooms due to group business
What is rack rate?
What are the differences between a C-Corp. and a REIT?
What is displacement?
Mansio

37. China and India
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Is there really such a thing as a six or seven star hotel?
Where will the majority of the global growth take place
What should be

38. Appeal to both business and leisure travelers
Airport hotels
Suite hotels and extended stay hotels
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What was the first Inn?

39. City Hotel - NY city
What was the first Hotel?
What is...
When are lodging analysts bullish on hotel stocks?
What is elastic demand?

40. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Top down or bottom up
Tour package coupons
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What are the differences between a C-Corp. and a REIT?

41. Blocking/pre-assigning rooms
Room assignment process
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Taberna
What is the American Plan?

42. Hotel gets money later - pays employee up-front
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
Guest satisfaction
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?
Float Losses

43. Date when group blocked rooms return to hotel room inventory
Who is the keys of gold?
Forcasted rooms revenue
Cut off date?
Non-guaranteed reservation?

44. Flat organization/ large number of employees reporting to one supervisor
When does the night audit begin?
Suite hotels and extended stay hotels
What is a wide span of control?
ADA

45. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Franchisor loading corporation
What is reservation status?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?

46. Set of registered hotel guest accounts
What is displacement?
What is posting?
What is a guest ledger
Guest satisfaction

47. An organization member has the right to make a decision without obtaining approval from a higher level manager.
How the hotel size that has the largest percentage
What are 'fences'?
What is decentralization?
What is housekeeping status?

48. Issuing the room key
Extended stay hotels
What completes the registration process?
How do u calculate occupancy %?
The difference between guest accounts and house accounts ?

49. More money in cash drawer than should be
Taberna
Over
Over or Short
What is a guaranteed reservation?

50. Determines a rooms short term availability
Non-collectible account
What is housekeeping status?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
ADA