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Test your basic knowledge |
Hotel Operations Management
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Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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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. Owns hotels affiliated with chain brands
Net Receipts
Chain Management
Merchant discount fee
Forcasted rooms revenue
2. Reservations
Role of management
Independent Management Company
Confirmed reservation?
Who deal with the pre arrival of the guests?
3. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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4. To sell every available room at the most profitable rate
What is wash (down)?
Forcasted rooms revenue
What is the responsibility of the reservations?
What are the six steps in the Revenue Management Model?
5. Reality < expectations dissatisfied
Who deals with the occupancy of the guest?
Forbes 5 star
Guest expectations
What is booked mean?
6. True
What is housekeeping status?
What should be
Distribution of the reports is the final step in night audit process?
What is the average daily rate?
7. Concierge/bellstaff
European Plan
Who deals with the occupancy of the guest?
What is a guest folio?
Who is the keys of gold?
8. Room + 2 meals
What was the first Inn?
Forcasted rooms revenue
Modified American Plan
Market segmentation
9. Expedia or Orbitz
Dimensions of Service Quality
Taberna
What are 'fences'?
What is a third-party distribution company?
10. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Extended stay hotels
Independent Management Company
Non-guaranteed reservation?
Paying off the due bank
11. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What should be
What is a guest account?
What is centralization?
Why do hotels offer discounted rates?
12. 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 was the first Hotel?
What is a guest account?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
13. Room and meals are separate
European Plan
Role of management
Mansio
Dimensions of Service Quality
14. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
Mansio
Where will the majority of the global growth take place
Non-guaranteed reservation?
15. 95+5=100 divided by 150-25=125=80%
Why do hotels offer discounted rates?
Is there really such a thing as a six or seven star hotel?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
What is a guaranteed reservation?
16. No - there aren't - it is self proclaimed - not awarded
Is there really such a thing as a six or seven star hotel?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Dimensions of Service Quality
Reality
17. Actual rooms revenue divided by potential rooms revenue
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is yield statistoc?
What is centralization?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
18. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
What is housekeeping status?
Discuss a weakness of functional organizational design.
What is the responsibility of the reservations?
Top down or bottom up
19. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Franchisor loading corporation
What is a wide span of control?
What are the differences between a C-Corp. and a REIT?
20. Actual cash in dollars and cents in the cash drawer
What is...
Franchisor loading corporation
What is Room status discrepancy ?
Suite hotels
21. Very sensitive to price. Leisure travel market
Suite hotels and extended stay hotels
What is elastic demand?
What was the first Inn?
Ideal Room Rate
22. Owns hotel brands and sells the right to use them
Short
How the hotel size that has the largest percentage
Franchisor
Forcasted rooms revenue
23. China and India
How the hotel size that has the largest percentage
What is elastic demand?
Where will the majority of the global growth take place
What are the differences between a C-Corp. and a REIT?
24. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
Role of management
What is the average daily rate?
Non-collectible account
25. A number of rooms set aside for a group
What is a block?
Market segmentation
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
What is corporate rate?
26. Encourages department performance instead of the main goal which is overall hotel performance
What was the first Hotel?
Discuss a weakness of functional organizational design.
When does the night audit begin?
What is a guaranteed reservation?
27. Issuing the room key
What completes the registration process?
Franchisor
Who deals with the departure of the guests?
Who deal with the pre arrival of the guests?
28. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Franchisor loading corporation
What is...
When are lodging analysts bullish on hotel stocks?
What is decentralization?
29. 6%? look up
Who deals with the arrival of guests?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
NON REIT Owner
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?
30. Date when group blocked rooms return to hotel room inventory
What is a guest account?
What is booked mean?
Cut off date?
What are the differences between a C-Corp. and a REIT?
31. Tall organization/ small number of employees report to a supervisor
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is a narrow span of control?
Short
What is a third-party distribution company?
32. Less money in cash drawer than should be
Short
What is a guest folio?
Top down or bottom up
What is rack rate?
33. Blocking fewer rooms than requested by the group based on past history
What is a guest account?
What is elastic demand?
Discuss a weakness of functional organizational design.
What is wash (down)?
34. Housekeeping status differs from front desk status
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
What is...
Non-guaranteed reservation?
What is Room status discrepancy ?
35. Uniformed services/FD
What are the six steps in the Revenue Management Model?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Who deals with the arrival of guests?
Paying off house vouchers
36. FD/PBX
Who deals with the occupancy of the guest?
What is a guest folio?
What is housekeeping status?
Discuss a weakness of functional organizational design.
37. Luxury - upper-upscale - upscale
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is a third-party distribution company?
Airport hotels
Is there really such a thing as a six or seven star hotel?
38. Determines a rooms long term availability
What is reservation status?
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
What is the American Plan?
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?
39. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
How the hotel size that has the largest percentage
Non-guaranteed reservation?
Franchisor loading corporation
What is wash (down)?
40. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
Paying off the due bank
Tourism
What is a block?
41. Owns the hotel but retains a chain or independent management company to operate the property
What is reservation status?
What is booked mean?
NON REIT Owner
Service recovery
42. Rooms revenue divided by number of rooms sold
Market segmentation
What are the differences between a C-Corp. and a REIT?
What is the average daily rate?
Paying off house vouchers
43. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Code of Hammurabi
How do you calculate the % of no shows?
What is reservation status?
Guest expectations
44. Blocking/pre-assigning rooms
Room assignment process
TShe income Audit
Confirmed reservation?
What is the responsibility of the reservations?
45. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
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?
Market Segmentation
What is the American Plan?
Cut off date?
46. 1990; accomodate guests and employees with disabilities
NON REIT Owner
ADA
Moments of truth
Cut off date?
47. Tangibles - reliability - responsiveness - assurance and empathy
Who deals with the departure of the guests?
Dimensions of Service Quality
What is a wide span of control?
Over
48. # of room no shows divided by # of room reservations
What is elastic demand?
How do you calculate the % of no shows?
What is corporate rate?
What is group rate?
49. Number of rooms occupied divided by number of rooms available
Net Receipts
How do u calculate occupancy %?
Who deals with the occupancy of the guest?
How to calculate average room rate?
50. A collection of all transactions incurred by a guest.
What is Room status discrepancy ?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a narrow span of control?
What is a guest account?
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