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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. Issuing the room key






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. A collection of all transactions incurred by a guest.






4. Tangibles - reliability - responsiveness - assurance and empathy






5. 70% occupancy - each room category is occupied at 70%.






6. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand






7. # of room no shows divided by # of room reservations






8. 1990; accomodate guests and employees with disabilities






9. Appeal to both business and leisure travelers






10. A statement of all transactions that affect the balance of an account






11. China and India






12. To sell every available room at the most profitable rate






13. True






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






15. Cash according to accounts






16. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






17. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






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






19. Encourages department performance instead of the main goal which is overall hotel performance






20. Less money in cash drawer than should be






21. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






22. Housekeeping status differs from front desk status






23. Reservations and non refundable purchases for price sensitive guests versus opposite






24. Very sensitive to price. Leisure travel market






25. Luxury - upper-upscale - upscale






26. The difference between money taken in and paid out






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






28. Rooms revenue divided by number of rooms sold






29. Provided to frequent business guests






30. Literally owns and operates hotel






31. 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






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

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33. Harder to get than 5 diamond






34. A number of rooms set aside for a group






35. City Hotel - NY city






36. Reality = expectations satisfied






37. Blocking fewer rooms than requested by the group based on past history






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






39. Coles Ordinary






40. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality

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41. Rooms department revenue divided by expected number of rooms sold






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






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






44. Number of rooms occupied divided by number of rooms available






45. Negotiated based on number of rooms






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






47. Where the poorer people stayed when traveling in the Roman Empire






48. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off






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






50. Determines a rooms long term availability







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Can you answer 50 questions in 15 minutes?


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