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Hotel Operations Management

Instructions:

Answer 50 questions in 15 minutes.
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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. FD/PBX
Who deals with the occupancy of the guest?
Guest satisfaction
What is rack rate?
Dimensions of Service Quality

2. 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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3. Hotel holds room until 4 or 6
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is reservation status?
Non-guaranteed reservation?
Tour package coupons

4. A number of rooms set aside for a group
What is centralization?
What is reservation status?
What is a block?
Guest expectations

5. Reservations
What is booked mean?
Who is the keys of gold?
Who deal with the pre arrival of the guests?
Airport hotels

6. Where the rich people stayed when traveling in the Roman Empire
Mansio
What is elastic demand?
Airport hotels
Code of Hammurabi

7. Rooms revenue divided by number of rooms sold
What is the average daily rate?
Franchisor loading corporation
What is the largest department?
Guest expectations

8. The process of recording transactions onto a folio
What is posting?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a guest folio?
What is a block?

9. Rooms available X occupancy percentage X Average daily rate
What is yield statistoc?
Forcasted rooms revenue
What is displacement?
What is booked mean?

10. Hotel gets money later - pays employee up-front
Discuss a weakness of functional organizational design.
What is decentralization?
What is group rate?
Float Losses

11. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
What is rack rate?
Paying off house vouchers
Over
Give an example of a fence used in the hotel industry

12. The separation between rich and poor
ADA
Market Segmentation
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Paying off the due bank

13. Room + 2 meals
What are the six steps in the Revenue Management Model?
Modified American Plan
Suite hotels and extended stay hotels
Short

14. Number of rooms occupied divided by number of rooms available
Mansio
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
How do u calculate occupancy %?
What is booked mean?

15. Huge capital investment needed. Time to wait on zoning and construction.
Who deal with the pre arrival of the guests?
What is booked mean?
Franchisor loading corporation
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.

16. Travelers who intend to stay five days or longer and required reduced hotel services
Moments of truth
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Extended stay hotels
What is displacement?

17. 6%? look up
Tourism
What is a third-party distribution company?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
NON REIT Owner

18. If the bill is not paid - hotel cannot recover tip already paid out
Mansio
Non-collectible account
What is the most used operating ratio?
What completes the registration process?

19. Concierge/bellstaff
Taberna
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Who is the keys of gold?
Top down or bottom up

20. Owns hotel brands and sells the right to use them
What is posting?
Franchisor
Suite hotels
What is inelastic demand?

21. The retention of decision making authority by a high level manager
What is a block?
What is centralization?
Over or Short
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

22. Coupons used by members of tour groups to pay for meals etc...
Who deals with the arrival of guests?
Tour package coupons
What is a guest folio?
Over

23. Less money in cash drawer than should be
Non-guaranteed reservation?
What is a guest account?
Short
How do you calculate the % of no shows?

24. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Non-collectible account
How do u calculate occupancy %?
Franchisor loading corporation
When would you want to use a minimum LOS control?

25. Separation between classes of hotels - luxury - mid-scale - economy
Market segmentation
The difference between guest accounts and house accounts ?
How do u calculate occupancy %?
Over or Short

26. The first place where a lot of people could stay overnight and keep all their animals etc
Guest expectations
Caravanseri
Extended stay hotels
European Plan

27. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Who is the keys of gold?
TShe income Audit
Room assignment process
Where will the majority of the global growth take place

28. A collection of all transactions incurred by a guest.
Ideal Room Rate
What is a guest account?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Is there really such a thing as a six or seven star hotel?

29. The difference between money taken in and paid out
When does the night audit begin?
Net Receipts
What are the six steps in the Revenue Management Model?
What is posting?

30. True
Due bank
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?
Taberna
Distribution of the reports is the final step in night audit process?

31. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Tour package coupons
Due bank
Taberna
Top down or bottom up

32. Owns the hotel but retains a chain or independent management company to operate the property
What is the American Plan?
Franchisor
Market Segmentation
NON REIT Owner

33. Negotiated based on number of rooms
Why do hotels offer discounted rates?
What is group rate?
Short
What is displacement?

34. Occupancy %
Owner/operator
What is rack rate?
Paying off house vouchers
What is the most used operating ratio?

35. Housekeeping status differs from front desk status
What is Room status discrepancy ?
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?
What completes the registration process?
What is the American Plan?

36. No difference - just sounds nicer
What is the difference between an employee and an associate?
Taberna
Forcasted rooms revenue
WHat department is the heart of the hotel?

37. 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
Suite hotels
Market segmentation
What are the six steps in the Revenue Management Model?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.

38. Very sensitive to price. Leisure travel market
When are lodging analysts bullish on hotel stocks?
Code of Hammurabi
What is elastic demand?
Top down or bottom up

39. Reservations and non refundable purchases for price sensitive guests versus opposite
What is group rate?
Airport hotels
Non-collectible account
Give an example of a fence used in the hotel industry

40. Literally owns and operates hotel
Owner/operator
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Where will the majority of the global growth take place
Discuss a weakness of functional organizational design.

41. Front Desk
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is housekeeping status?
What is a guest folio?
WHat department is the heart of the hotel?

42. Blocking/pre-assigning rooms
When are lodging analysts bullish on hotel stocks?
Room assignment process
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Extended stay hotels

43. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Chain Management
Franchisor
Code of Hammurabi
Modified American Plan

44. Room and meals are separate
ADA
Over or Short
European Plan
What should be

45. Uniformed services/FD
What is a guest folio?
Who deals with the arrival of guests?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Service recovery

46. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
Franchisor loading corporation
Extended stay hotels
Paying off house vouchers

47. Owns hotels affiliated with chain brands
Chain Management
Suite hotels and extended stay hotels
What is the American Plan?
Due bank

48. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Non-guaranteed reservation?
What is a guaranteed reservation?
Float Losses
Franchisor

49. No - there aren't - it is self proclaimed - not awarded
Is there really such a thing as a six or seven star hotel?
What is a third-party distribution company?
Market Segmentation
What completes the registration process?

50. Reality = expectations satisfied
Who deals with the arrival of guests?
Guest satisfaction
What is group rate?
What is wash (down)?