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






2. Issuing the room key






3. Uniformed services/FD






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






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






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






7. 95+5=100 divided by 150-25=125=80%






8. Front Desk






9. The hotel's standard published rate






10. Harder to get than 5 diamond






11. 10000 divided by 95 + 5=10000 divided by 100=100$






12. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






13. 70% occupancy - each room category is occupied at 70%.






14. Less money in cash drawer than should be






15. Very sensitive to price. Leisure travel market






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






17. Cash according to accounts






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






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






20. Concierge/bellstaff






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






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

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23. Provided to frequent business guests






24. China and India






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






26. Room and meals are separate






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






28. Appeal to both business and leisure travelers






29. Number of rooms occupied divided by number of rooms available






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






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






32. Under 150 rooms






33. Actual rooms revenue divided by potential rooms revenue






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






35. Expedia or Orbitz






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






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






38. Not sensitive to price. Business travel market






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






40. FD/PBX






41. Housekeeping status differs from front desk status






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






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






44. Hotel holds room until 4 or 6






45. 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






46. Blocking/pre-assigning rooms






47. Rooms revenue divided by number of rooms sold






48. Owns hotel brands and sells the right to use them






49. More money in cash drawer than should be






50. The process of recording transactions onto a folio







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