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Test your basic knowledge |
Hotel Operations Management
Start Test
Study First
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. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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2. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Airport hotels
Paying off the due bank
Mansio
Reality
3. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What is wash (down)?
What is the American Plan?
What is Room status discrepancy ?
What is elastic demand?
4. Housekeeping
WHat department is the heart of the hotel?
When would you want to use a minimum LOS control?
Tourism
What is the largest department?
5. Separation between classes of hotels - luxury - mid-scale - economy
What is the average daily rate?
Market segmentation
Confirmed reservation?
What should be
6. Tangibles - reliability - responsiveness - assurance and empathy
What is inelastic demand?
Dimensions of Service Quality
What is group rate?
Who deals with the departure of the guests?
7. 1990; accomodate guests and employees with disabilities
Mansio
Taberna
Non-guaranteed reservation?
ADA
8. Difference between 'What should be' and 'what is'
What is wash (down)?
Over or Short
What was the first Inn?
Code of Hammurabi
9. Not sensitive to price. Business travel market
What is inelastic demand?
What is rack rate?
Non-collectible account
10000 rooms revenue. Sold 95 rooms with 5 comps
10. Owns the hotel but retains a chain or independent management company to operate the property
What is rack rate?
What are the differences between a C-Corp. and a REIT?
NON REIT Owner
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
11. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Role of management
How do you calculate the % of no shows?
The difference between guest accounts and house accounts ?
12. Coles Ordinary
What was the first Inn?
What is a narrow span of control?
What is a guest ledger
Modified American Plan
13. 95+5=100 divided by 150-25=125=80%
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
ADA
When does the night audit begin?
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?
14. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
When are lodging analysts bullish on hotel stocks?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
What is rack rate?
Top down or bottom up
15. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Forbes 5 star
TShe income Audit
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Who deals with the occupancy of the guest?
16. 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
Airport hotels
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Role of management
How do u calculate occupancy %?
17. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Merchant discount fee
Cut off date?
The difference between guest accounts and house accounts ?
Tour package coupons
18. Reality < expectations dissatisfied
Guest expectations
Non-guaranteed reservation?
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
Taberna
19. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
What is yield statistoc?
Who deals with the occupancy of the guest?
What is booked mean?
20. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
What was the first Hotel?
Paying off the due bank
What completes the registration process?
What is yield statistoc?
21. Reality = expectations satisfied
What is a block?
How to calculate average room rate?
Guest satisfaction
Mansio
22. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Confirmed reservation?
Tourism
ADA
Mansio
23. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
What is the American Plan?
What is corporate rate?
When would you want to use a minimum LOS control?
The difference between guest accounts and house accounts ?
24. Number of rooms occupied divided by number of rooms available
How do u calculate occupancy %?
Top down or bottom up
What is a guest folio?
Chain Management
25. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Why do hotels offer discounted rates?
Float Losses
What is elastic demand?
What are the differences between a C-Corp. and a REIT?
26. Uniformed services/FD
Paying off the due bank
Who deals with the arrival of guests?
Taberna
How to calculate average room rate?
27. Cashier (FD)/ uniformed services
Why do hotels offer discounted rates?
What is inelastic demand?
Who deals with the departure of the guests?
Taberna
28. Reality > expectations 'thrilled'
Reality
What is rack rate?
Role of management
Code of Hammurabi
29. 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
Market Segmentation
What are the six steps in the Revenue Management Model?
Extended stay hotels
What is the American Plan?
30. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Franchisor
Suite hotels
Due bank
What is decentralization?
31. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
What is a narrow span of control?
How the hotel size that has the largest percentage
What are the differences between a C-Corp. and a REIT?
32. Front Desk
What is wash (down)?
Ideal Room Rate
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 department is the heart of the hotel?
33. Turning away free independent traveler guests for lack of rooms due to group business
What is a guest account?
Non-collectible account
What is displacement?
Taberna
34. Negotiated based on number of rooms
Service recovery
What is group rate?
What is displacement?
What is a wide span of control?
35. Luxury - upper-upscale - upscale
Cut off date?
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
36. Blocking/pre-assigning rooms
Mansio
What is group rate?
Market Segmentation
Room assignment process
37. Issuing the room key
What is the average daily rate?
WHat department is the heart of the hotel?
What completes the registration process?
Owner/operator
38. Blocking fewer rooms than requested by the group based on past history
What is centralization?
What is wash (down)?
When would you want to use a minimum LOS control?
Confirmed reservation?
39. Housekeeping status differs from front desk status
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 is Room status discrepancy ?
How to calculate average room rate?
When would you want to use a minimum LOS control?
40. Concierge/bellstaff
How the hotel size that has the largest percentage
Who is the keys of gold?
Merchant discount fee
What completes the registration process?
41. A collection of all transactions incurred by a guest.
What is centralization?
What is the American Plan?
Due bank
What is a guest account?
42. Actual cash in dollars and cents in the cash drawer
What should be
What is...
Owner/operator
Distribution of the reports is the final step in night audit process?
43. Tall organization/ small number of employees report to a supervisor
What is a narrow span of control?
Who deal with the pre arrival of the guests?
Net Receipts
Non-guaranteed reservation?
44. Reservations and non refundable purchases for price sensitive guests versus opposite
Net Receipts
Give an example of a fence used in the hotel industry
What is the American Plan?
What is the average daily rate?
45. No - there aren't - it is self proclaimed - not awarded
Extended stay hotels
Is there really such a thing as a six or seven star hotel?
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
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
46. China and India
When are lodging analysts bullish on hotel stocks?
Where will the majority of the global growth take place
What are the six steps in the Revenue Management Model?
Ideal Room Rate
47. A number of rooms set aside for a group
NON REIT Owner
Over or Short
What is a block?
What is the most used operating ratio?
48. To sell every available room at the most profitable rate
What is centralization?
Short
What is the responsibility of the reservations?
What is booked mean?
49. Where the poorer people stayed when traveling in the Roman Empire
Taberna
The difference between guest accounts and house accounts ?
Confirmed reservation?
How do you calculate the % of no shows?
50. Actual rooms revenue divided by potential rooms revenue
The difference between guest accounts and house accounts ?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is yield statistoc?
What is the responsibility of the reservations?