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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. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines






2. 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






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






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






5. True






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






7. China and India






8. Cash according to accounts






9. 10000 divided by 95 + 5=10000 divided by 100=100$






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






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






12. More money in cash drawer than should be






13. Room + 2 meals






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






15. Rooms revenue divided by number of rooms sold






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






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


18. Owns hotels affiliated with chain brands






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






20. Owns the hotel but retains a chain or independent management company to operate the property






21. Reservations






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






23. Housekeeping status differs from front desk status






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






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






26. Issuing the room key






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






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






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






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






31. Rooms available X occupancy percentage X Average daily rate






32. Literally owns and operates hotel






33. 'end of day'






34. Reversal of problem; solving the problem and retaining the goodwill of the customer.






35. Luxury - upper-upscale - upscale






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






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






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






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






40. Reality = expectations satisfied






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






42. Provided to frequent business guests






43. Tall organization/ small number of employees report to a supervisor






44. 1990; accomodate guests and employees with disabilities






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






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






47. 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






48. Less money in cash drawer than should be






49. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.






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