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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. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Merchant discount fee
When are lodging analysts bullish on hotel stocks?
When would you want to use a minimum LOS control?
Confirmed reservation?
2. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
Service recovery
What is a guest folio?
Non-guaranteed reservation?
3. Huge capital investment needed. Time to wait on zoning and construction.
How to calculate average room rate?
How do u calculate occupancy %?
Chain Management
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
4. Where the poorer people stayed when traveling in the Roman Empire
Room assignment process
Taberna
Distribution of the reports is the final step in night audit process?
What is...
5. Actual cash in dollars and cents in the cash drawer
What is the most used operating ratio?
What is...
What was the first Inn?
Room assignment process
6. 1990; accomodate guests and employees with disabilities
ADA
What is displacement?
What is the largest department?
Market segmentation
7. 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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8. City Hotel - NY city
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What are the differences between a C-Corp. and a REIT?
What was the first Hotel?
Code of Hammurabi
9. The first place where a lot of people could stay overnight and keep all their animals etc
How to calculate average room rate?
What is group rate?
When would you want to use a minimum LOS control?
Caravanseri
10. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Over
Top down or bottom up
Float Losses
What is booked mean?
11. No difference - just sounds nicer
What is reservation status?
Independent Management Company
What is rack rate?
What is the difference between an employee and an associate?
12. Housekeeping status differs from front desk status
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a third-party distribution company?
What is Room status discrepancy ?
NON REIT Owner
13. Owns the hotel but retains a chain or independent management company to operate the property
Confirmed reservation?
Paying off house vouchers
What is a guest account?
NON REIT Owner
14. No - there aren't - it is self proclaimed - not awarded
Who deals with the arrival of guests?
Franchisor loading corporation
Is there really such a thing as a six or seven star hotel?
Due bank
15. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Caravanseri
Merchant discount fee
When would you want to use a minimum LOS control?
Franchisor loading corporation
16. FD/PBX
Modified American Plan
Over or Short
Who deals with the occupancy of the guest?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
17. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is Room status discrepancy ?
Modified American Plan
What completes the registration process?
What is decentralization?
18. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Reality
Service recovery
When are lodging analysts bullish on hotel stocks?
What is a guest folio?
19. Rooms actually reserved by group members
What is booked mean?
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?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What should be
20. The separation between rich and poor
Cut off date?
Who deals with the occupancy of the guest?
Service recovery
Market Segmentation
21. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
Confirmed reservation?
Airport hotels
Due bank
22. A number of rooms set aside for a group
Suite hotels and extended stay hotels
What is a block?
How do you calculate the % of no shows?
What is posting?
23. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Owner/operator
Is there really such a thing as a six or seven star hotel?
NON REIT Owner
24. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Market Segmentation
What is a guest folio?
What is the American Plan?
Modified American Plan
25. Concierge/bellstaff
TShe income Audit
Who is the keys of gold?
Due bank
Role of management
26. Reservations and non refundable purchases for price sensitive guests versus opposite
Give an example of a fence used in the hotel industry
Who deals with the occupancy of the guest?
Who deals with the departure of the guests?
Market segmentation
27. Hotel gets money later - pays employee up-front
Tourism
Tour package coupons
Who deals with the departure of the guests?
Float Losses
28. Room and meals are separate
European Plan
Non-collectible account
What was the first Hotel?
Due bank
29. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Market segmentation
What is inelastic demand?
Over
What is a guaranteed reservation?
30. Hotel holds room until 4 or 6
What is centralization?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Non-guaranteed reservation?
Net Receipts
31. Service encounters during which service quality is judged; first impression.
Moments of truth
Top down or bottom up
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Taberna
32. Retained to manage a hotel on behalf of the owner
Taberna
What is housekeeping status?
Independent Management Company
What is a third-party distribution company?
33. When more money is paid out than comes in and the cashier uses his bank for the payment
What is the difference between an employee and an associate?
What was the first Hotel?
Market Segmentation
Due bank
34. The process of recording transactions onto a folio
What is posting?
Who is the keys of gold?
10000 rooms revenue. Sold 95 rooms with 5 comps
Extended stay hotels
35. More money in cash drawer than should be
Dimensions of Service Quality
Where will the majority of the global growth take place
Over
Suite hotels
36. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
What is centralization?
Market segmentation
Forbes 5 star
Tourism
37. 6%? look up
What is a guest folio?
Tour package coupons
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Room assignment process
38. Date when group blocked rooms return to hotel room inventory
Cut off date?
What is yield statistoc?
Chain Management
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
39. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
Franchisor
Caravanseri
Who deals with the occupancy of the guest?
40. To sell every available room at the most profitable rate
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is posting?
What is the responsibility of the reservations?
Taberna
41. A collection of all transactions incurred by a guest.
What is a guest account?
Who deals with the departure of the guests?
What are 'fences'?
Where will the majority of the global growth take place
42. Difference between 'What should be' and 'what is'
Over or Short
Franchisor
Forbes 5 star
Role of management
43. Literally owns and operates hotel
Float Losses
What is a narrow span of control?
Suite hotels and extended stay hotels
Owner/operator
44. 70% occupancy - each room category is occupied at 70%.
Short
Suite hotels
Ideal Room Rate
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
45. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Is there really such a thing as a six or seven star hotel?
NON REIT Owner
Merchant discount fee
What is the responsibility of the reservations?
46. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What is corporate rate?
What is displacement?
Airport hotels
Franchisor
47. Owns hotel brands and sells the right to use them
What is reservation status?
Franchisor
Role of management
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
48. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
What is a guest account?
What is a guest ledger
WHat department is the heart of the hotel?
49. # of room no shows divided by # of room reservations
What is the average daily rate?
How do you calculate the % of no shows?
Paying off the due bank
Where will the majority of the global growth take place
50. Expedia or Orbitz
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a third-party distribution company?
Franchisor loading corporation
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