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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. Negotiated based on number of rooms






2. 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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3. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






4. Coles Ordinary






5. Tangibles - reliability - responsiveness - assurance and empathy






6. 6%? look up






7. Rooms actually reserved by group members






8. Room + 2 meals






9. 'end of day'






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






11. The difference between money taken in and paid out






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






13. 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






14. Rooms department revenue divided by expected number of rooms sold






15. The hotel's standard published rate






16. Uniformed services/FD






17. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






18. Retained to manage a hotel on behalf of the owner






19. True






20. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines






21. Coupons used by members of tour groups to pay for meals etc...






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






23. Reservations and non refundable purchases for price sensitive guests versus opposite






24. More money in cash drawer than should be






25. Where the poorer people stayed when traveling in the Roman Empire






26. Literally owns and operates hotel






27. Rooms revenue divided by number of rooms sold






28. Room and meals are separate






29. Harder to get than 5 diamond






30. FD/PBX






31. To sell every available room at the most profitable rate






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






33. Means to expand quickly with little capital -collect franchise fees






34. Blocking/pre-assigning rooms






35. Housekeeping






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






37. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






38. Front Desk






39. Actual cash in dollars and cents in the cash drawer






40. The separation between rich and poor






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






42. Under 150 rooms






43. Set of registered hotel guest accounts






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






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






46. Expedia or Orbitz






47. Hotel holds room until 4 or 6






48. 95+5=100 divided by 150-25=125=80%






49. Encourages department performance instead of the main goal which is overall hotel performance






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







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