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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. No difference - just sounds nicer
What is the difference between an employee and an associate?
Market Segmentation
10000 rooms revenue. Sold 95 rooms with 5 comps
When does the night audit begin?
2. Reality < expectations dissatisfied
Net Receipts
Guest expectations
Who deals with the departure of the guests?
What is yield statistoc?
3. Housekeeping status differs from front desk status
Independent Management Company
Market segmentation
What is Room status discrepancy ?
10000 rooms revenue. Sold 95 rooms with 5 comps
4. The hotel's standard published rate
Give an example of a fence used in the hotel industry
Is there really such a thing as a six or seven star hotel?
What is rack rate?
Modified American Plan
5. 'end of day'
Due bank
What completes the registration process?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
When does the night audit begin?
6. The process of recording transactions onto a folio
Who is the keys of gold?
Over or Short
When does the night audit begin?
What is posting?
7. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Service recovery
Moments of truth
Cut off date?
Suite hotels
8. Concierge/bellstaff
Who is the keys of gold?
Float Losses
What is Room status discrepancy ?
What was the first Inn?
9. Provided to frequent business guests
Confirmed reservation?
When does the night audit begin?
What is corporate rate?
Due bank
10. 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 decentralization?
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
Room assignment process
11. A collection of all transactions incurred by a guest.
Market segmentation
What is a guest account?
Paying off the due bank
Owner/operator
12. Owns the hotel but retains a chain or independent management company to operate the property
How do you calculate the % of no shows?
NON REIT Owner
What is decentralization?
European Plan
13. Actual cash in dollars and cents in the cash drawer
Moments of truth
Market segmentation
Taberna
What is...
14. Where the rich people stayed when traveling in the Roman Empire
What is the responsibility of the reservations?
Mansio
Who deals with the arrival of guests?
What is reservation status?
15. Turning away free independent traveler guests for lack of rooms due to group business
What are the six steps in the Revenue Management Model?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is rack rate?
What is displacement?
16. Luxury - upper-upscale - upscale
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Cut off date?
Service recovery
Franchisor
17. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Top down or bottom up
What is decentralization?
What is reservation status?
Owner/operator
18. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Dimensions of Service Quality
Airport hotels
What is posting?
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
19. Date when group blocked rooms return to hotel room inventory
Give an example of a fence used in the hotel industry
Cut off date?
Paying off house vouchers
Suite hotels
20. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
Suite hotels
Caravanseri
Who deal with the pre arrival of the guests?
21. Negotiated based on number of rooms
Is there really such a thing as a six or seven star hotel?
What is the largest department?
What is group rate?
Who deals with the occupancy of the guest?
22. The difference between money taken in and paid out
Paying off house vouchers
What is a block?
Net Receipts
What is elastic demand?
23. Issuing the room key
Code of Hammurabi
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Paying off the due bank
What completes the registration process?
24. Uniformed services/FD
When would you want to use a minimum LOS control?
Who deals with the arrival of guests?
What is a wide span of control?
What is elastic demand?
25. Separation between classes of hotels - luxury - mid-scale - economy
Who is the keys of gold?
Merchant discount fee
Market segmentation
What is booked mean?
26. Room + 2 meals
Confirmed reservation?
Modified American Plan
What is displacement?
What completes the registration process?
27. 6%? look up
Guest satisfaction
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Forcasted rooms revenue
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
28. Reality = expectations satisfied
Guest satisfaction
What is wash (down)?
How do you calculate the % of no shows?
Merchant discount fee
29. Very sensitive to price. Leisure travel market
What are 'fences'?
Franchisor
Confirmed reservation?
What is elastic demand?
30. Rooms revenue divided by number of rooms sold
What is the average daily rate?
What is a third-party distribution company?
Merchant discount fee
What was the first Inn?
31. True
Modified American Plan
Distribution of the reports is the final step in night audit process?
Net Receipts
When are lodging analysts bullish on hotel stocks?
32. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Market segmentation
What is rack rate?
Top down or bottom up
What was the first Inn?
33. Housekeeping
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 the largest department?
Who deals with the arrival of guests?
Room assignment process
34. Room and meals are separate
European Plan
How do you calculate the % of no shows?
What is a block?
10000 rooms revenue. Sold 95 rooms with 5 comps
35. Occupancy %
Code of Hammurabi
What is the most used operating ratio?
Independent Management Company
What are the six steps in the Revenue Management Model?
36. Appeal to both business and leisure travelers
Suite hotels and extended stay hotels
What is the responsibility of the reservations?
What is wash (down)?
Dimensions of Service Quality
37. Difference between 'What should be' and 'what is'
What is posting?
Mansio
What is reservation status?
Over or Short
38. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Confirmed reservation?
What is a guest ledger
Over or Short
What is elastic demand?
39. No - there aren't - it is self proclaimed - not awarded
What is booked mean?
Is there really such a thing as a six or seven star hotel?
What is a guest account?
ADA
40. When more money is paid out than comes in and the cashier uses his bank for the payment
Tour package coupons
Due bank
Non-guaranteed reservation?
What is corporate rate?
41. Under 150 rooms
Independent Management Company
What is elastic demand?
What is reservation status?
How the hotel size that has the largest percentage
42. The retention of decision making authority by a high level manager
What completes the registration process?
What is a guaranteed reservation?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is centralization?
43. Flat organization/ large number of employees reporting to one supervisor
Distribution of the reports is the final step in night audit process?
NON REIT Owner
What is a block?
What is a wide span of control?
44. Determines a rooms short term availability
How the hotel size that has the largest percentage
Non-collectible account
What is housekeeping status?
What is yield statistoc?
45. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
European Plan
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Paying off house vouchers
46. More money in cash drawer than should be
What is wash (down)?
Give an example of a fence used in the hotel industry
Over
Airport hotels
47. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Market segmentation
Paying off the due bank
What is a third-party distribution company?
What is corporate rate?
48. 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
Taberna
How do u calculate occupancy %?
What are the six steps in the Revenue Management Model?
What is a narrow span of control?
49. Harder to get than 5 diamond
What is group rate?
What is decentralization?
Non-guaranteed reservation?
Forbes 5 star
50. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
What should be
What is a guest ledger
Service recovery
Code of Hammurabi