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. Address expectations and reality with honest advertising and training employees 'over delivery'






2. Room + 2 meals






3. 'end of day'






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






5. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






6. True






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






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






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


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






11. A statement of all transactions that affect the balance of an account






12. Rooms available X occupancy percentage X Average daily rate






13. Huge capital investment needed. Time to wait on zoning and construction.






14. Room and meals are separate






15. Under 150 rooms






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






17. 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






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






19. Not sensitive to price. Business travel market






20. The retention of decision making authority by a high level manager






21. If the bill is not paid - hotel cannot recover tip already paid out






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






23. Coles Ordinary






24. Negotiated based on number of rooms






25. Housekeeping






26. City Hotel - NY city






27. Luxury - upper-upscale - upscale






28. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality


29. 70% occupancy - each room category is occupied at 70%.






30. Reservations






31. Owns hotels affiliated with chain brands






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






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






34. Travelers who intend to stay five days or longer and required reduced hotel services






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






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






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






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






39. Determines a rooms long term availability






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






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






42. Issuing the room key






43. Cash according to accounts






44. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






45. More money in cash drawer than should be






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






47. Rooms department revenue divided by expected number of rooms sold






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






49. Actual rooms revenue divided by potential rooms revenue






50. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND