Test your basic knowledge |

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


2. FD/PBX






3. 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






4. True






5. Owns hotels affiliated with chain brands






6. If the bill is not paid - hotel cannot recover tip already paid out






7. Cash according to accounts






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






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






10. The difference between money taken in and paid out






11. Cashier (FD)/ uniformed services






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






13. China and India






14. Owns hotel brands and sells the right to use them






15. Set of registered hotel guest accounts






16. Housekeeping status differs from front desk status






17. Reality = expectations satisfied






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


19. 1. analyze the market 2. segment your customers 3. create different products for customers 4. forecast demand by segment 5. determine the optimal customer mix 6. use restrictions to maximize revenues






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






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






22. Actual rooms revenue divided by potential rooms revenue






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






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






25. Tangibles - reliability - responsiveness - assurance and empathy






26. Occupancy %






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






28. Literally owns and operates hotel






29. Uniformed services/FD






30. Front Desk






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






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






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






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






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






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






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






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






39. Very sensitive to price. Leisure travel market






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






41. Luxury - upper-upscale - upscale






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






43. More money in cash drawer than should be






44. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed






45. Expedia or Orbitz






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






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






48. 95+5=100 divided by 150-25=125=80%






49. 'end of day'






50. Provided to frequent business guests