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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. Retained to manage a hotel on behalf of the owner






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






3. Negotiated based on number of rooms






4. The process of recording transactions onto a folio






5. Rooms available X occupancy percentage X Average daily rate






6. No difference - just sounds nicer






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






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






9. Hotel holds room until 4 or 6






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






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






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






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






14. Reservations






15. Blocking/pre-assigning rooms






16. Housekeeping status differs from front desk status






17. Room + 2 meals






18. Rooms revenue divided by number of rooms sold






19. 70% occupancy - each room category is occupied at 70%.






20. Concierge/bellstaff






21. Tangibles - reliability - responsiveness - assurance and empathy






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






23. 10000 divided by 95 + 5=10000 divided by 100=100$






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






25. 1990; accomodate guests and employees with disabilities






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






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






28. Rooms actually reserved by group members






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






30. 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






31. Issuing the room key






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






33. Front Desk






34. The hotel's standard published rate






35. Turning away free independent traveler guests for lack of rooms due to group business






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






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






38. Luxury - upper-upscale - upscale






39. Reality = expectations satisfied






40. 6%? look up






41. Owns hotels affiliated with chain brands






42. Coles Ordinary






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


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






45. Reality < expectations dissatisfied






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






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






48. The difference between money taken in and paid out






49. Cash according to accounts






50. Very sensitive to price. Leisure travel market