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Test your basic knowledge |
Hotel Operations Management
Start Test
Study First
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. The difference between money taken in and paid out
Net Receipts
What are the six steps in the Revenue Management Model?
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?
Merchant discount fee
2. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What was the first Inn?
Airport hotels
What are the six steps in the Revenue Management Model?
3. Blocking fewer rooms than requested by the group based on past history
European Plan
What is wash (down)?
Tour package coupons
What is the most used operating ratio?
4. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
What is...
Who is the keys of gold?
Suite hotels
5. FD/PBX
Net Receipts
Who deals with the arrival of guests?
Who deals with the occupancy of the guest?
Franchisor loading corporation
6. A collection of all transactions incurred by a guest.
Over
What is a guest account?
What is posting?
What is a wide span of control?
7. Determines a rooms short term availability
How do you calculate the % of no shows?
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 housekeeping status?
What is booked mean?
8. Reality = expectations satisfied
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Guest satisfaction
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
WHat department is the heart of the hotel?
9. Rooms actually reserved by group members
What is booked mean?
What is centralization?
What was the first Inn?
Merchant discount fee
10. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
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 %?
What is a third-party distribution company?
11. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What are 'fences'?
TShe income Audit
Franchisor loading corporation
What is the American Plan?
12. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
13. Rooms available X occupancy percentage X Average daily rate
What is a guest ledger
What is the American Plan?
NON REIT Owner
Forcasted rooms revenue
14. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What was the first Inn?
Top down or bottom up
15. Reservations and non refundable purchases for price sensitive guests versus opposite
What are the differences between a C-Corp. and a REIT?
Give an example of a fence used in the hotel industry
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
How do u calculate occupancy %?
16. 6%? look up
Who deals with the occupancy of the guest?
European Plan
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a wide span of control?
17. # of room no shows divided by # of room reservations
Merchant discount fee
Forcasted rooms revenue
When does the night audit begin?
How do you calculate the % of no shows?
18. True
ADA
Over
What is the most used operating ratio?
Distribution of the reports is the final step in night audit process?
19. Cash according to accounts
What is a guest ledger
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is corporate rate?
What should be
20. Provided to frequent business guests
What is corporate rate?
When would you want to use a minimum LOS control?
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?
Non-collectible account
21. Literally owns and operates hotel
Net Receipts
How the hotel size that has the largest percentage
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Owner/operator
22. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
How the hotel size that has the largest percentage
What is housekeeping status?
Code of Hammurabi
What is a third-party distribution company?
23. Hotel holds room until 4 or 6
What is a guaranteed reservation?
What are the six steps in the Revenue Management Model?
Guest expectations
Non-guaranteed reservation?
24. Reality > expectations 'thrilled'
What is corporate rate?
Dimensions of Service Quality
Taberna
Reality
25. 'end of day'
When would you want to use a minimum LOS control?
What is Room status discrepancy ?
When does the night audit begin?
What is...
26. Rooms revenue divided by number of rooms sold
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is the largest department?
Moments of truth
What is the average daily rate?
27. Room and meals are separate
Extended stay hotels
What was the first Inn?
What is a third-party distribution company?
European Plan
28. When more money is paid out than comes in and the cashier uses his bank for the payment
Due bank
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
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 guest account?
29. Uniformed services/FD
Service recovery
What are 'fences'?
Who deals with the arrival of guests?
How do you calculate the % of no shows?
30. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Forcasted rooms revenue
Over
Service recovery
What are the six steps in the Revenue Management Model?
31. The first place where a lot of people could stay overnight and keep all their animals etc
What is...
What are 'fences'?
Caravanseri
European Plan
32. Means to expand quickly with little capital -collect franchise fees
How to calculate average room rate?
Suite hotels
Non-guaranteed reservation?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
33. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
What is corporate rate?
When would you want to use a minimum LOS control?
What was the first Hotel?
Suite hotels and extended stay hotels
34. Rooms department revenue divided by expected number of rooms sold
Suite hotels
Guest satisfaction
What is the American Plan?
How to calculate average room rate?
35. 70% occupancy - each room category is occupied at 70%.
What are the six steps in the Revenue Management Model?
What is housekeeping status?
Forcasted rooms revenue
Ideal Room Rate
36. Number of rooms occupied divided by number of rooms available
What are 'fences'?
How do u calculate occupancy %?
Service recovery
What are the differences between a C-Corp. and a REIT?
37. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
European Plan
What is posting?
What is a guaranteed reservation?
38. Owns hotels affiliated with chain brands
Chain Management
Franchisor
What is a wide span of control?
What is decentralization?
39. Tall organization/ small number of employees report to a supervisor
Market segmentation
What is a narrow span of control?
Franchisor
Service recovery
40. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Top down or bottom up
Confirmed reservation?
When are lodging analysts bullish on hotel stocks?
Caravanseri
41. Actual rooms revenue divided by potential rooms revenue
What is yield statistoc?
Owner/operator
What is booked mean?
Due bank
42. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
What is wash (down)?
Distribution of the reports is the final step in night audit process?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
43. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What is posting?
What is wash (down)?
Airport hotels
Paying off the due bank
44. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Airport hotels
What is the largest department?
TShe income Audit
Suite hotels
45. 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 ?
What is Room status discrepancy ?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Modified American Plan
46. Where the poorer people stayed when traveling in the Roman Empire
Taberna
What is centralization?
What is wash (down)?
Over or Short
47. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
What is the most used operating ratio?
Forcasted rooms revenue
What is a guest account?
48. Blocking/pre-assigning rooms
When would you want to use a minimum LOS control?
What is the largest department?
What are the differences between a C-Corp. and a REIT?
Room assignment process
49. Harder to get than 5 diamond
When would you want to use a minimum LOS control?
Forbes 5 star
Modified American Plan
Who deal with the pre arrival of the guests?
50. Date when group blocked rooms return to hotel room inventory
Extended stay hotels
Cut off date?
Non-guaranteed reservation?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.