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






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






3. Rooms available X occupancy percentage X Average daily rate






4. Set of registered hotel guest accounts






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






6. Very sensitive to price. Leisure travel market






7. Separation between classes of hotels - luxury - mid-scale - economy






8. More money in cash drawer than should be






9. Reality = expectations satisfied






10. Blocking/pre-assigning rooms






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






12. Negotiated based on number of rooms






13. Owns the hotel but retains a chain or independent management company to operate the property






14. Rooms revenue divided by number of rooms sold






15. Provided to frequent business guests






16. Coles Ordinary






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






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






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






20. No difference - just sounds nicer






21. 70% occupancy - each room category is occupied at 70%.






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






23. True






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






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

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26. Actual rooms revenue divided by potential rooms revenue






27. Hotel has to pay fee to VISA or AMEx - but does not reduce tip






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






29. The retention of decision making authority by a high level manager






30. Not sensitive to price. Business travel market






31. Travelers who intend to stay five days or longer and required reduced hotel services






32. 95+5=100 divided by 150-25=125=80%






33. Tangibles - reliability - responsiveness - assurance and empathy






34. Cashier (FD)/ uniformed services






35. 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






36. Harder to get than 5 diamond






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






38. Uniformed services/FD






39. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






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






41. The difference between money taken in and paid out






42. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.






43. Literally owns and operates hotel






44. The separation between rich and poor






45. Room + 2 meals






46. Expedia or Orbitz






47. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






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






49. Under 150 rooms






50. Hotel holds room until 4 or 6