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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. Front Desk
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
WHat department is the heart of the hotel?
Extended stay hotels
How to calculate average room rate?
2. The separation between rich and poor
What is a wide span of control?
Short
Market Segmentation
What is displacement?
3. 'end of day'
How do u calculate occupancy %?
Paying off the due bank
When does the night audit begin?
Discuss a weakness of functional organizational design.
4. No difference - just sounds nicer
Who deal with the pre arrival of the guests?
Non-collectible account
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is the difference between an employee and an associate?
5. 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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6. Room and meals are separate
Who deal with the pre arrival of the guests?
European Plan
Who deals with the departure of the guests?
Over or Short
7. Reality > expectations 'thrilled'
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Merchant discount fee
Reality
What was the first Inn?
8. Room + 2 meals
What is a guest folio?
What are 'fences'?
Guest satisfaction
Modified American Plan
9. Where the rich people stayed when traveling in the Roman Empire
Short
Mansio
What is posting?
Extended stay hotels
10. Date when group blocked rooms return to hotel room inventory
What is Room status discrepancy ?
When are lodging analysts bullish on hotel stocks?
Cut off date?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
11. China and India
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Where will the majority of the global growth take place
Who is the keys of gold?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
12. Blocking fewer rooms than requested by the group based on past history
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?
Give an example of a fence used in the hotel industry
Discuss a weakness of functional organizational design.
What is wash (down)?
13. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
ADA
Tourism
What is wash (down)?
Room assignment process
14. The process of recording transactions onto a folio
Reality
Give an example of a fence used in the hotel industry
What is posting?
What is a third-party distribution company?
15. Separation between classes of hotels - luxury - mid-scale - economy
Suite hotels and extended stay hotels
Float Losses
Market segmentation
Net Receipts
16. Hotel gets money later - pays employee up-front
Distribution of the reports is the final step in night audit process?
What is the average daily rate?
Float Losses
Owner/operator
17. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Service recovery
When does the night audit begin?
Tour package coupons
When would you want to use a minimum LOS control?
18. Issuing the room key
Airport hotels
What are the six steps in the Revenue Management Model?
Why do hotels offer discounted rates?
What completes the registration process?
19. A collection of all transactions incurred by a guest.
What is a guest account?
TShe income Audit
What is posting?
Float Losses
20. Determines a rooms short term availability
Create a process map for a transient business guest who arrives at the city airport - requires shuttle service - and checks into the hotel using the help of a bellman. This is the 'Business Guest Arrival and Check-in Process.' Indicate all functional
Tour package coupons
What is housekeeping status?
What is decentralization?
21. Appeal to both business and leisure travelers
Code of Hammurabi
What completes the registration process?
What are the six steps in the Revenue Management Model?
Suite hotels and extended stay hotels
22. Reality < expectations dissatisfied
Market Segmentation
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is a guest folio?
Guest expectations
23. When more money is paid out than comes in and the cashier uses his bank for the payment
Float Losses
Who deal with the pre arrival of the guests?
Due bank
What is the difference between an employee and an associate?
24. Cashier (FD)/ uniformed services
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Who deals with the departure of the guests?
Modified American Plan
Airport hotels
25. Under 150 rooms
The difference between guest accounts and house accounts ?
How the hotel size that has the largest percentage
Extended stay hotels
Guest satisfaction
26. No - there aren't - it is self proclaimed - not awarded
Discuss a weakness of functional organizational design.
Is there really such a thing as a six or seven star hotel?
Dimensions of Service Quality
Distribution of the reports is the final step in night audit process?
27. Owns hotel brands and sells the right to use them
Moments of truth
Franchisor
Non-guaranteed reservation?
What is rack rate?
28. Set of registered hotel guest accounts
Taberna
Tour package coupons
NON REIT Owner
What is a guest ledger
29. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Discuss a weakness of functional organizational design.
Over
Top down or bottom up
How to calculate average room rate?
30. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
Chain Management
What is a guest folio?
Cut off date?
31. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
10000 rooms revenue. Sold 95 rooms with 5 comps
What is the American Plan?
Market Segmentation
32. The difference between money taken in and paid out
Net Receipts
What is the American Plan?
What is centralization?
What is yield statistoc?
33. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Guest satisfaction
Due bank
Service recovery
Moments of truth
34. Turning away free independent traveler guests for lack of rooms due to group business
Who deal with the pre arrival of the guests?
What is displacement?
Paying off house vouchers
How the hotel size that has the largest percentage
35. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Chain Management
What is the largest department?
TShe income Audit
Cut off date?
36. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Forbes 5 star
When are lodging analysts bullish on hotel stocks?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Who deals with the departure of the guests?
37. A statement of all transactions that affect the balance of an account
Market segmentation
NON REIT Owner
What is a guest folio?
Moments of truth
38. Blocking/pre-assigning rooms
Market Segmentation
What is the average daily rate?
Room assignment process
Over or Short
39. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Merchant discount fee
Tour package coupons
Net Receipts
Market segmentation
40. Very sensitive to price. Leisure travel market
What is a wide span of control?
Moments of truth
What is a block?
What is elastic demand?
41. Negotiated based on number of rooms
Taberna
Role of management
What is a block?
What is group rate?
42. Rooms department revenue divided by expected number of rooms sold
Who deals with the arrival of guests?
Service recovery
How to calculate average room rate?
What is a guest folio?
43. Owns the hotel but retains a chain or independent management company to operate the property
Suite hotels
Airport hotels
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?
NON REIT Owner
44. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
What is Room status discrepancy ?
What is the American Plan?
Ideal Room Rate
45. Coupons used by members of tour groups to pay for meals etc...
What completes the registration process?
Non-collectible account
Tour package coupons
TShe income Audit
46. Huge capital investment needed. Time to wait on zoning and construction.
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
When are lodging analysts bullish on hotel stocks?
What is decentralization?
What is a third-party distribution company?
47. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Reality
What is centralization?
What is decentralization?
Tourism
48. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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49. Less money in cash drawer than should be
When would you want to use a minimum LOS control?
Short
Code of Hammurabi
Paying off house vouchers
50. Tall organization/ small number of employees report to a supervisor
When does the night audit begin?
What is displacement?
How the hotel size that has the largest percentage
What is a narrow span of control?