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Test your basic knowledge |
Hotel Operations Management
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Subject
:
hospitality
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. 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
Taberna
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is the responsibility of the reservations?
What is the American Plan?
2. Occupancy %
What is the most used operating ratio?
Guest satisfaction
What is inelastic demand?
Tourism
3. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Market segmentation
Airport hotels
Discuss a weakness of functional organizational design.
What is...
4. Front Desk
How to calculate average room rate?
WHat department is the heart of the hotel?
What is centralization?
How the hotel size that has the largest percentage
5. Reality = expectations satisfied
Guest satisfaction
What was the first Inn?
What is housekeeping status?
Over or Short
6. 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 is a third-party distribution company?
What is the responsibility of the reservations?
Paying off the due bank
7. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Due bank
Reality
What should be
Merchant discount fee
8. Concierge/bellstaff
Who is the keys of gold?
What is a wide span of control?
WHat department is the heart of the hotel?
What are the six steps in the Revenue Management Model?
9. Set of registered hotel guest accounts
WHat department is the heart of the hotel?
What is reservation status?
What are 'fences'?
What is a guest ledger
10. Blocking/pre-assigning rooms
What is the average daily rate?
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
Room assignment process
11. Coles Ordinary
What is reservation status?
Float Losses
What was the first Inn?
Due bank
12. The first place where a lot of people could stay overnight and keep all their animals etc
Caravanseri
What is decentralization?
What is booked mean?
Who deals with the occupancy of the guest?
13. City Hotel - NY city
ADA
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is centralization?
What was the first Hotel?
14. Owns hotels affiliated with chain brands
Who deals with the occupancy of the guest?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Where will the majority of the global growth take place
Chain Management
15. Harder to get than 5 diamond
Franchisor loading corporation
What is a guest account?
10000 rooms revenue. Sold 95 rooms with 5 comps
Forbes 5 star
16. The retention of decision making authority by a high level manager
What is centralization?
What are the six steps in the Revenue Management Model?
The difference between guest accounts and house accounts ?
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
17. Uniformed services/FD
Who deals with the arrival of guests?
What was the first Hotel?
What are 'fences'?
What is corporate rate?
18. Housekeeping
What was the first Hotel?
What is the largest department?
Taberna
Paying off the due bank
19. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
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
TShe income Audit
Dimensions of Service Quality
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
20. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Top down or bottom up
Merchant discount fee
Code of Hammurabi
Why do hotels offer discounted rates?
21. Under 150 rooms
What is elastic demand?
How the hotel size that has the largest percentage
TShe income Audit
Who deal with the pre arrival of the guests?
22. Rooms department revenue divided by expected number of rooms sold
Tourism
How to calculate average room rate?
What is a third-party distribution company?
When does the night audit begin?
23. The hotel's standard published rate
Mansio
What is rack rate?
Short
Moments of truth
24. Retained to manage a hotel on behalf of the owner
Independent Management Company
Caravanseri
What is a narrow span of control?
Forcasted rooms revenue
25. China and India
Service recovery
Where will the majority of the global growth take place
Taberna
Chain Management
26. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Non-collectible account
Forcasted rooms revenue
What is a guaranteed reservation?
WHat department is the heart of the hotel?
27. Tangibles - reliability - responsiveness - assurance and empathy
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
How do you calculate the % of no shows?
Non-collectible account
Dimensions of Service Quality
28. Room + 2 meals
What is centralization?
What is housekeeping status?
Modified American Plan
WHat department is the heart of the hotel?
29. An organization member has the right to make a decision without obtaining approval from a higher level manager.
European Plan
What is decentralization?
What is a block?
Service recovery
30. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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31. Rooms actually reserved by group members
Taberna
Due bank
What is booked mean?
Float Losses
32. Rooms revenue divided by number of rooms sold
What is posting?
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
Owner/operator
What is the average daily rate?
33. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Mansio
Airport hotels
Ideal Room Rate
What is the American Plan?
34. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
Float Losses
When does the night audit begin?
Paying off the due bank
35. Service encounters during which service quality is judged; first impression.
Guest expectations
Tour package coupons
Tourism
Moments of truth
36. Where the rich people stayed when traveling in the Roman Empire
Room assignment process
Mansio
Confirmed reservation?
What is elastic demand?
37. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
How to calculate average room rate?
Owner/operator
Top down or bottom up
38. The process of recording transactions onto a folio
How the hotel size that has the largest percentage
Service recovery
When does the night audit begin?
What is posting?
39. Number of rooms occupied divided by number of rooms available
What was the first Hotel?
How do u calculate occupancy %?
Moments of truth
Over or Short
40. Housekeeping status differs from front desk status
What is a wide span of control?
What is posting?
What is Room status discrepancy ?
Who deals with the departure of the guests?
41. 6%? look up
Forbes 5 star
What is a wide span of control?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
TShe income Audit
42. Means to expand quickly with little capital -collect franchise fees
Tourism
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Who is the keys of gold?
Airport hotels
43. A statement of all transactions that affect the balance of an account
Dimensions of Service Quality
What was the first Hotel?
How do you calculate the % of no shows?
What is a guest folio?
44. Difference between 'What should be' and 'what is'
Taberna
What is the difference between an employee and an associate?
Over or Short
Cut off date?
45. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Guest expectations
When would you want to use a minimum LOS control?
What is elastic demand?
Mansio
46. True
What is inelastic demand?
Owner/operator
What is the most used operating ratio?
Distribution of the reports is the final step in night audit process?
47. Not sensitive to price. Business travel market
What is inelastic demand?
Merchant discount fee
What completes the registration process?
How to calculate average room rate?
48. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
What is housekeeping status?
Top down or bottom up
When are lodging analysts bullish on hotel stocks?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
49. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What should be
Suite hotels
Role of management
What are the differences between a C-Corp. and a REIT?
50. Coupons used by members of tour groups to pay for meals etc...
What is a guest account?
What is posting?
What is the difference between an employee and an associate?
Tour package coupons
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