Test your basic knowledge |

Hotel Operations Management

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
Who deals with the occupancy of the guest?
What is centralization?
What was the first Hotel?
What is the difference between an employee and an associate?

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
What should be
How to calculate average room rate?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
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

4. True
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is Room status discrepancy ?
Distribution of the reports is the final step in night audit process?
What is a guest ledger

5. Owns hotels affiliated with chain brands
Modified American Plan
Room assignment process
Chain Management
Guest satisfaction

6. If the bill is not paid - hotel cannot recover tip already paid out
What is decentralization?
Non-collectible account
What is inelastic demand?
Tourism

7. Cash according to accounts
The difference between guest accounts and house accounts ?
What should be
What is Room status discrepancy ?
Mansio

8. Service encounters during which service quality is judged; first impression.
What is elastic demand?
Short
Moments of truth
Dimensions of Service Quality

9. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
Code of Hammurabi
What is housekeeping status?
When does the night audit begin?

10. The difference between money taken in and paid out
Net Receipts
How do u calculate occupancy %?
How the hotel size that has the largest percentage
What is rack rate?

11. Cashier (FD)/ uniformed services
Franchisor loading corporation
Over or Short
Who deals with the departure of the guests?
Who deal with the pre arrival of the guests?

12. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What is a guaranteed reservation?
Franchisor
What is elastic demand?
What are the differences between a C-Corp. and a REIT?

13. China and India
What is a guaranteed reservation?
Guest expectations
Where will the majority of the global growth take place
Merchant discount fee

14. Owns hotel brands and sells the right to use them
Franchisor
What is the responsibility of the reservations?
What should be
What is booked mean?

15. Set of registered hotel guest accounts
Suite hotels
What is a guest ledger
What is a third-party distribution company?
Moments of truth

16. Housekeeping status differs from front desk status
Short
When are lodging analysts bullish on hotel stocks?
What is Room status discrepancy ?
How the hotel size that has the largest percentage

17. Reality = expectations satisfied
Guest expectations
Guest satisfaction
Discuss a weakness of functional organizational design.
Who deals with the departure of the guests?

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
What is the difference between an employee and an associate?
Short
What are the six steps in the Revenue Management Model?
Guest expectations

20. No - there aren't - it is self proclaimed - not awarded
Who deals with the arrival of guests?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Franchisor loading corporation
Is there really such a thing as a six or seven star hotel?

21. Flat organization/ large number of employees reporting to one supervisor
What is booked mean?
What is a wide span of control?
What are the six steps in the Revenue Management Model?
What is reservation status?

22. Actual rooms revenue divided by potential rooms revenue
What is yield statistoc?
NON REIT Owner
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a guest account?

23. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Role of management
What is centralization?
What is Room status discrepancy ?
Code of Hammurabi

24. Difference between 'What should be' and 'what is'
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?
Over or Short
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
ADA

25. Tangibles - reliability - responsiveness - assurance and empathy
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Reality
Dimensions of Service Quality
What are 'fences'?

26. Occupancy %
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Who deals with the departure of the guests?
When does the night audit begin?
What is the most used operating ratio?

27. A statement of all transactions that affect the balance of an account
What is a guest folio?
What is housekeeping status?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is corporate rate?

28. Literally owns and operates hotel
What is corporate rate?
What is a narrow span of control?
Owner/operator
What are 'fences'?

29. Uniformed services/FD
Role of management
Who deals with the arrival of guests?
What is booked mean?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

30. Front Desk
Owner/operator
WHat department is the heart of the hotel?
What is elastic demand?
Market segmentation

31. Hotel gets money later - pays employee up-front
Where will the majority of the global growth take place
When are lodging analysts bullish on hotel stocks?
What is reservation status?
Float Losses

32. 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.
Is there really such a thing as a six or seven star hotel?
Reality
Suite hotels and extended stay hotels

33. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
How do you calculate the % of no shows?
When would you want to use a minimum LOS control?
What should be
What is booked mean?

34. Travelers who intend to stay five days or longer and required reduced hotel services
When does the night audit begin?
WHat department is the heart of the hotel?
Extended stay hotels
Role of management

35. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is elastic demand?
What is rack rate?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Suite hotels

36. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Short
NON REIT Owner
Net Receipts
Merchant discount fee

37. Reversal of problem; solving the problem and retaining the goodwill of the customer.
What is group rate?
Service recovery
Modified American Plan
When does the night audit begin?

38. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
What is a guest ledger
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Paying off house vouchers
Non-guaranteed reservation?

39. Very sensitive to price. Leisure travel market
Franchisor
Extended stay hotels
What is elastic demand?
What is decentralization?

40. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
The difference between guest accounts and house accounts ?
Suite hotels
Modified American Plan
What is corporate rate?

41. Luxury - upper-upscale - upscale
Reality
What is wash (down)?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Chain Management

42. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
Code of Hammurabi
Net Receipts
Extended stay hotels

43. More money in cash drawer than should be
What is a guest account?
Where will the majority of the global growth take place
Over
The difference between guest accounts and house accounts ?

44. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Paying off the due bank
Confirmed reservation?
What is the American Plan?
Paying off house vouchers

45. Expedia or Orbitz
What is the largest department?
Confirmed reservation?
What is a third-party distribution company?
What was the first Inn?

46. Reservations and non refundable purchases for price sensitive guests versus opposite
Give an example of a fence used in the hotel industry
Owner/operator
Forbes 5 star
Float Losses

47. Owns the hotel but retains a chain or independent management company to operate the property
NON REIT Owner
Independent Management Company
What is a block?
What is the responsibility of the reservations?

48. 95+5=100 divided by 150-25=125=80%
Franchisor loading corporation
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Distribution of the reports is the final step in night audit process?
Modified American Plan

49. 'end of day'
Why do hotels offer discounted rates?
When does the night audit begin?
Franchisor
What was the first Hotel?

50. Provided to frequent business guests
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is corporate rate?
Tour package coupons
Guest satisfaction