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. 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






2. 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






3. Uniformed services/FD






4. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






5. Blocking/pre-assigning rooms






6. 6%? look up






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






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






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

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






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






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






13. Housekeeping






14. Under 150 rooms






15. Hotel gets money later - pays employee up-front






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






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






18. Appeal to both business and leisure travelers






19. Cash according to accounts






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






21. Where the rich people stayed when traveling in the Roman Empire






22. The difference between money taken in and paid out






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






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






25. Determines a rooms short term availability






26. Front Desk






27. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand






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

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






30. Coles Ordinary






31. Determines a rooms long term availability






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






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






34. A number of rooms set aside for a group






35. Housekeeping status differs from front desk status






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






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






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






39. The process of recording transactions onto a folio






40. Room and meals are separate






41. 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






42. 1990; accomodate guests and employees with disabilities






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






44. Set of registered hotel guest accounts






45. No difference - just sounds nicer






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






47. Luxury - upper-upscale - upscale






48. Reality = expectations satisfied






49. Literally owns and operates hotel






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