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. Provided to frequent business guests






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






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






4. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






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






6. Determines a rooms long term availability






7. Rooms revenue divided by number of rooms sold






8. Owns hotels affiliated with chain brands






9. True






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






11. Housekeeping






12. Reality > expectations 'thrilled'






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






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






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






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






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






18. Blocking/pre-assigning rooms






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






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






21. The process of recording transactions onto a folio






22. Reality < expectations dissatisfied






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






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






27. Front Desk






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






29. Actual cash in dollars and cents in the cash drawer






30. More money in cash drawer than should be






31. 95+5=100 divided by 150-25=125=80%






32. Uniformed services/FD






33. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






34. Housekeeping status differs from front desk status






35. Expedia or Orbitz






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






37. 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






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






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






40. Harder to get than 5 diamond






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






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






43. Encourages department performance instead of the main goal which is overall hotel performance






44. The retention of decision making authority by a high level manager






45. The separation between rich and poor






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






47. Very sensitive to price. Leisure travel market






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






49. Tangibles - reliability - responsiveness - assurance and empathy






50. A number of rooms set aside for a group