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. 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






2. 1990; accomodate guests and employees with disabilities






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






4. Less money in cash drawer than should be






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






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

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7. Rooms available X occupancy percentage X Average daily rate






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






9. Reality > expectations 'thrilled'






10. The hotel's standard published rate






11. Rooms actually reserved by group members






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






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






14. Reality = expectations satisfied






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






16. Coles Ordinary






17. Tangibles - reliability - responsiveness - assurance and empathy






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






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






20. Expedia or Orbitz






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






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






23. 'end of day'






24. 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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25. 70% occupancy - each room category is occupied at 70%.






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






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






28. Number of rooms occupied divided by number of rooms available






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






30. Room and meals are separate






31. Reality < expectations dissatisfied






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






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






34. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati






35. 6%? look up






36. China and India






37. A number of rooms set aside for a group






38. True






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






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

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41. Negotiated based on number of rooms






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






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






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






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






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






47. Issuing the room key






48. Concierge/bellstaff






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






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