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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. Literally owns and operates hotel
What is rack rate?
The difference between guest accounts and house accounts ?
Owner/operator
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
2. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
What is Room status discrepancy ?
How do u calculate occupancy %?
The difference between guest accounts and house accounts ?
3. More money in cash drawer than should be
Over
What is a guest ledger
What is rack rate?
WHat department is the heart of the hotel?
4. Concierge/bellstaff
What should be
Suite hotels and extended stay hotels
Who is the keys of gold?
Who deals with the departure of the guests?
5. Coupons used by members of tour groups to pay for meals etc...
Merchant discount fee
What is posting?
Tour package coupons
Taberna
6. Service encounters during which service quality is judged; first impression.
What is corporate rate?
Give an example of a fence used in the hotel industry
Moments of truth
Chain Management
7. Encourages department performance instead of the main goal which is overall hotel performance
What is housekeeping status?
What is a guest folio?
What is group rate?
Discuss a weakness of functional organizational design.
8. Not sensitive to price. Business travel market
What is inelastic demand?
Reality
Distribution of the reports is the final step in night audit process?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
9. Room and meals are separate
The difference between guest accounts and house accounts ?
What is elastic demand?
European Plan
Cut off date?
10. A collection of all transactions incurred by a guest.
Role of management
Distribution of the reports is the final step in night audit process?
What is a guest account?
What is...
11. 95+5=100 divided by 150-25=125=80%
What is inelastic demand?
Float Losses
Franchisor
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
12. Means to expand quickly with little capital -collect franchise fees
What is booked mean?
Ideal Room Rate
Top down or bottom up
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
13. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
The difference between guest accounts and house accounts ?
When would you want to use a minimum LOS control?
Tourism
What is wash (down)?
14. Very sensitive to price. Leisure travel market
What is elastic demand?
Confirmed reservation?
Moments of truth
When does the night audit begin?
15. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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16. Luxury - upper-upscale - upscale
What is the responsibility of the reservations?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Suite hotels and extended stay hotels
Tourism
17. The difference between money taken in and paid out
Net Receipts
Chain Management
What is yield statistoc?
Code of Hammurabi
18. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Top down or bottom up
Is there really such a thing as a six or seven star hotel?
Forbes 5 star
What is posting?
19. The process of recording transactions onto a folio
Ideal Room Rate
What is posting?
Forcasted rooms revenue
What is yield statistoc?
20. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Ideal Room Rate
When are lodging analysts bullish on hotel stocks?
WHat department is the heart of the hotel?
What was the first Inn?
21. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Over or Short
Forbes 5 star
Non-collectible account
Confirmed reservation?
22. Cash according to accounts
What should be
Suite hotels
What is elastic demand?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
23. FD/PBX
Who deals with the arrival of guests?
What is...
Who deals with the occupancy of the guest?
Non-guaranteed reservation?
24. 1990; accomodate guests and employees with disabilities
Suite hotels and extended stay hotels
Modified American Plan
ADA
What is a guaranteed reservation?
25. Retained to manage a hotel on behalf of the owner
What is the most used operating ratio?
What is a narrow span of control?
Chain Management
Independent Management Company
26. Occupancy %
Chain Management
Code of Hammurabi
What completes the registration process?
What is the most used operating ratio?
27. Coles Ordinary
Forbes 5 star
Caravanseri
What was the first Inn?
What is posting?
28. 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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29. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
The difference between guest accounts and house accounts ?
Tourism
What completes the registration process?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
30. Reversal of problem; solving the problem and retaining the goodwill of the customer.
What is a block?
Service recovery
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is yield statistoc?
31. The hotel's standard published rate
What is rack rate?
What should be
WHat department is the heart of the hotel?
Extended stay hotels
32. Huge capital investment needed. Time to wait on zoning and construction.
Airport hotels
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Taberna
The difference between guest accounts and house accounts ?
33. Owns hotel brands and sells the right to use them
What is centralization?
Franchisor
What is the average daily rate?
The difference between guest accounts and house accounts ?
34. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Dimensions of Service Quality
Give an example of a fence used in the hotel industry
What is a guaranteed reservation?
Paying off house vouchers
35. Difference between 'What should be' and 'what is'
What is a block?
Over or Short
What is a guest folio?
When does the night audit begin?
36. Rooms actually reserved by group members
What is the American Plan?
Who deal with the pre arrival of the guests?
Non-guaranteed reservation?
What is booked mean?
37. Blocking fewer rooms than requested by the group based on past history
Where will the majority of the global growth take place
Forbes 5 star
What are 'fences'?
What is wash (down)?
38. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Tourism
When does the night audit begin?
39. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is corporate rate?
Suite hotels
What is a block?
Due bank
40. Reservations and non refundable purchases for price sensitive guests versus opposite
What is the responsibility of the reservations?
What is yield statistoc?
What is Room status discrepancy ?
Give an example of a fence used in the hotel industry
41. Rooms available X occupancy percentage X Average daily rate
What is a wide span of control?
How to calculate average room rate?
Confirmed reservation?
Forcasted rooms revenue
42. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is decentralization?
What is a guest ledger
Due bank
Forcasted rooms revenue
43. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Merchant discount fee
Airport hotels
Franchisor
Float Losses
44. Hotel holds room until 4 or 6
Non-guaranteed reservation?
What is the American Plan?
What is a block?
What is the largest department?
45. Front Desk
What are the six steps in the Revenue Management Model?
WHat department is the heart of the hotel?
Float Losses
What is a third-party distribution company?
46. 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
Modified American Plan
What is Room status discrepancy ?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
How do you calculate the % of no shows?
47. Less money in cash drawer than should be
Why do hotels offer discounted rates?
When would you want to use a minimum LOS control?
Short
What is housekeeping status?
48. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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49. Blocking/pre-assigning rooms
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Suite hotels
What are the six steps in the Revenue Management Model?
Room assignment process
50. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Market Segmentation
Independent Management Company
When would you want to use a minimum LOS control?
Service recovery