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. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests






2. Set of registered hotel guest accounts






3. Uniformed services/FD






4. 'end of day'






5. 6%? look up






6. Tangibles - reliability - responsiveness - assurance and empathy






7. Coles Ordinary






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






9. Hotel gets money later - pays employee up-front






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






11. Occupancy %






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






13. Hotel holds room until 4 or 6






14. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






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






16. True






17. A number of rooms set aside for a group






18. Reality < expectations dissatisfied






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






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

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21. Turning away free independent traveler guests for lack of rooms due to group business






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






23. FD/PBX






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






25. 10000 divided by 95 + 5=10000 divided by 100=100$






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






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






28. Issuing the room key






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






30. Room + 2 meals






31. Housekeeping






32. No difference - just sounds nicer






33. Blocking/pre-assigning rooms






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






35. Concierge/bellstaff






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






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






38. China and India






39. 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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40. Determines a rooms short term availability






41. The hotel's standard published rate






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






43. Not sensitive to price. Business travel market






44. Rooms revenue divided by number of rooms sold






45. Travelers who intend to stay five days or longer and required reduced hotel services






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






47. Reality = expectations satisfied






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






49. Provided to frequent business guests






50. The difference between money taken in and paid out