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






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






3. The hotel's standard published rate






4. True






5. Coles Ordinary






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






7. Cashier (FD)/ uniformed services






8. China and India






9. 95+5=100 divided by 150-25=125=80%






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






11. FD/PBX






12. Reality < expectations dissatisfied






13. Occupancy %






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






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






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






17. The difference between money taken in and paid out






18. Means to expand quickly with little capital -collect franchise fees






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






20. Rooms actually reserved by group members






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






22. Very sensitive to price. Leisure travel market






23. Where the rich people stayed when traveling in the Roman Empire






24. Tangibles - reliability - responsiveness - assurance and empathy






25. Appeal to both business and leisure travelers






26. Coupons used by members of tour groups to pay for meals etc...






27. Where the poorer people stayed when traveling in the Roman Empire






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






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






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






31. Expedia or Orbitz






32. Owns hotels affiliated with chain brands






33. Hotel holds room until 4 or 6






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






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






36. Reservations






37. Reality = expectations satisfied






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






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






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






41. Date when group blocked rooms return to hotel room inventory






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






43. Cash according to accounts






44. Negotiated based on number of rooms






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






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






47. 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






48. Actual rooms revenue divided by potential rooms revenue






49. Rooms revenue divided by number of rooms sold






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