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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. Service encounters during which service quality is judged; first impression.
Moments of truth
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
What is displacement?
What is...
2. Issuing the room key
What completes the registration process?
Taberna
What is the American Plan?
What is posting?
3. Uniformed services/FD
Distribution of the reports is the final step in night audit process?
Who deals with the arrival of guests?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
When does the night audit begin?
4. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What is wash (down)?
Ideal Room Rate
Distribution of the reports is the final step in night audit process?
Airport hotels
5. Date when group blocked rooms return to hotel room inventory
Confirmed reservation?
What is group rate?
Cut off date?
Forcasted rooms revenue
6. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Tour package coupons
Top down or bottom up
How do you calculate the % of no shows?
Code of Hammurabi
7. 95+5=100 divided by 150-25=125=80%
What should be
Non-guaranteed reservation?
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?
8. Front Desk
WHat department is the heart of the hotel?
Guest satisfaction
Net Receipts
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
9. The hotel's standard published rate
Modified American Plan
What are the six steps in the Revenue Management Model?
Who deals with the departure of the guests?
What is rack rate?
10. Harder to get than 5 diamond
When are lodging analysts bullish on hotel stocks?
Forbes 5 star
Franchisor loading corporation
When does the night audit begin?
11. 10000 divided by 95 + 5=10000 divided by 100=100$
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
10000 rooms revenue. Sold 95 rooms with 5 comps
Due bank
Who is the keys of gold?
12. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Give an example of a fence used in the hotel industry
Who deal with the pre arrival of the guests?
Guest expectations
Paying off house vouchers
13. 70% occupancy - each room category is occupied at 70%.
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Distribution of the reports is the final step in night audit process?
What is centralization?
Ideal Room Rate
14. Less money in cash drawer than should be
Merchant discount fee
Short
What is...
Non-collectible account
15. Very sensitive to price. Leisure travel market
What is elastic demand?
Who is the keys of gold?
Forbes 5 star
Moments of truth
16. Difference between 'What should be' and 'what is'
Room assignment process
What is a wide span of control?
Over or Short
Over
17. Cash according to accounts
Dimensions of Service Quality
Short
What should be
What is the most used operating ratio?
18. Address expectations and reality with honest advertising and training employees 'over delivery'
What is reservation status?
What was the first Hotel?
Role of management
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
19. Travelers who intend to stay five days or longer and required reduced hotel services
Extended stay hotels
What is a narrow span of control?
Forcasted rooms revenue
What is rack rate?
20. Concierge/bellstaff
What is centralization?
Merchant discount fee
Who is the keys of gold?
What is corporate rate?
21. Means to expand quickly with little capital -collect franchise fees
What is yield statistoc?
Role of management
Reality
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
22. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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23. Provided to frequent business guests
What is corporate rate?
TShe income Audit
WHat department is the heart of the hotel?
Where will the majority of the global growth take place
24. China and India
Where will the majority of the global growth take place
What are 'fences'?
Over or Short
Who deals with the departure of the guests?
25. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
What is centralization?
When does the night audit begin?
Why do hotels offer discounted rates?
26. Room and meals are separate
European Plan
Give an example of a fence used in the hotel industry
Where will the majority of the global growth take place
Taberna
27. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
TShe income Audit
What is the largest department?
Who deals with the departure of the guests?
How the hotel size that has the largest percentage
28. Appeal to both business and leisure travelers
What are the differences between a C-Corp. and a REIT?
What is housekeeping status?
What is the American Plan?
Suite hotels and extended stay hotels
29. Number of rooms occupied divided by number of rooms available
Market Segmentation
How do u calculate occupancy %?
What is...
Cut off date?
30. The retention of decision making authority by a high level manager
Who is the keys of gold?
What is Room status discrepancy ?
What is centralization?
Dimensions of Service Quality
31. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Merchant discount fee
What is posting?
Who deals with the arrival of guests?
What is inelastic demand?
32. Under 150 rooms
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.
Over
What is the responsibility of the reservations?
33. Actual rooms revenue divided by potential rooms revenue
What is group rate?
Extended stay hotels
What is yield statistoc?
Is there really such a thing as a six or seven star hotel?
34. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
How the hotel size that has the largest percentage
Forbes 5 star
Why do hotels offer discounted rates?
NON REIT Owner
35. Expedia or Orbitz
What is...
What is a third-party distribution company?
Owner/operator
What is centralization?
36. If the bill is not paid - hotel cannot recover tip already paid out
Who deals with the occupancy of the guest?
What is group rate?
Non-collectible account
Forcasted rooms revenue
37. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Caravanseri
Due bank
What is a narrow span of control?
Confirmed reservation?
38. Not sensitive to price. Business travel market
NON REIT Owner
What is rack rate?
What is a guest folio?
What is inelastic demand?
39. Hotel gets money later - pays employee up-front
What is the difference between an employee and an associate?
Float Losses
What was the first Hotel?
TShe income Audit
40. FD/PBX
ADA
What is a narrow span of control?
What is the responsibility of the reservations?
Who deals with the occupancy of the guest?
41. Housekeeping status differs from front desk status
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is Room status discrepancy ?
Top down or bottom up
How the hotel size that has the largest percentage
42. Actual cash in dollars and cents in the cash drawer
Guest satisfaction
What is...
What is a guest folio?
What is housekeeping status?
43. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
When would you want to use a minimum LOS control?
Non-guaranteed reservation?
What is the average daily rate?
Market segmentation
44. Hotel holds room until 4 or 6
Forbes 5 star
Non-guaranteed reservation?
Over or Short
What is corporate rate?
45. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati
Tourism
What should be
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is the most used operating ratio?
46. Blocking/pre-assigning rooms
What is Room status discrepancy ?
Room assignment process
What is reservation status?
Confirmed reservation?
47. Rooms revenue divided by number of rooms sold
What is the average daily rate?
ADA
Tourism
Non-guaranteed reservation?
48. Owns hotel brands and sells the right to use them
What is a third-party distribution company?
What is corporate rate?
Franchisor
NON REIT Owner
49. More money in cash drawer than should be
Suite hotels
Distribution of the reports is the final step in night audit process?
Over
What is a guest ledger
50. The process of recording transactions onto a folio
What is posting?
What is Room status discrepancy ?
Who deal with the pre arrival of the guests?
What is a wide span of control?
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