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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. 'end of day'






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






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






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






5. Turning away free independent traveler guests for lack of rooms due to group business






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






7. Expedia or Orbitz






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






9. Rooms actually reserved by group members






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






11. Reality < expectations dissatisfied






12. 1990; accomodate guests and employees with disabilities






13. Address expectations and reality with honest advertising and training employees 'over delivery'






14. A collection of all transactions incurred by a guest.






15. China and India






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






17. Coles Ordinary






18. Less money in cash drawer than should be






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






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






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






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






23. More money in cash drawer than should be






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

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25. Set of registered hotel guest accounts






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






27. No difference - just sounds nicer






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






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






30. Flat organization/ large number of employees reporting to one supervisor






31. 70% occupancy - each room category is occupied at 70%.






32. Retained to manage a hotel on behalf of the owner






33. A number of rooms set aside for a group






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






35. Actual rooms revenue divided by potential rooms revenue






36. Provided to frequent business guests






37. Appeal to both business and leisure travelers






38. Concierge/bellstaff






39. No - there aren't - it is self proclaimed - not awarded






40. Cashier (FD)/ uniformed services






41. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






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






43. Housekeeping status differs from front desk status






44. The first place where a lot of people could stay overnight and keep all their animals etc






45. Under 150 rooms






46. Literally owns and operates hotel






47. Housekeeping






48. When more money is paid out than comes in and the cashier uses his bank for the payment






49. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND






50. An organization member has the right to make a decision without obtaining approval from a higher level manager.







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Can you answer 50 questions in 15 minutes?


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