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Hotel Operations Management

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 hotel's standard published rate
Over or Short
What is elastic demand?
What is rack rate?
What should be

2. Address expectations and reality with honest advertising and training employees 'over delivery'
Role of management
Paying off house vouchers
What are the six steps in the Revenue Management Model?
Due bank

3. City Hotel - NY city
Caravanseri
What was the first Hotel?
Paying off house vouchers
What is posting?

4. Turning away free independent traveler guests for lack of rooms due to group business
What are the differences between a C-Corp. and a REIT?
Room assignment process
What is displacement?
Non-collectible account

5. Travelers who intend to stay five days or longer and required reduced hotel services
Extended stay hotels
Chain Management
Moments of truth
What is decentralization?

6. Number of rooms occupied divided by number of rooms available
Merchant discount fee
Who deals with the arrival of guests?
Reality
How do u calculate occupancy %?

7. Owns hotel brands and sells the right to use them
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 are the differences between a C-Corp. and a REIT?
Franchisor
Discuss a weakness of functional organizational design.

8. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
ADA
Merchant discount fee
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
Code of Hammurabi

9. FD/PBX
Who deals with the occupancy of the guest?
European Plan
What is Room status discrepancy ?
Due bank

10. True
European Plan
Distribution of the reports is the final step in night audit process?
What is the difference between an employee and an associate?
What is a guest folio?

11. More money in cash drawer than should be
Over
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Reality
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?

12. Encourages department performance instead of the main goal which is overall hotel performance
What is the difference between an employee and an associate?
Over or Short
Forcasted rooms revenue
Discuss a weakness of functional organizational design.

13. Concierge/bellstaff
Tourism
What is corporate rate?
Who is the keys of gold?
Cut off date?

14. 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

15. Rooms revenue divided by number of rooms sold
What is the average daily rate?
Moments of truth
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What should be

16. 6%? look up
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?
Who deals with the arrival of guests?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Modified American Plan

17. Reservations and non refundable purchases for price sensitive guests versus opposite
Modified American Plan
Give an example of a fence used in the hotel industry
Top down or bottom up
Market Segmentation

18. The separation between rich and poor
Distribution of the reports is the final step in night audit process?
Net Receipts
What is the responsibility of the reservations?
Market Segmentation

19. Reality > expectations 'thrilled'
Forcasted rooms revenue
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
When does the night audit begin?
Reality

20. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
Market Segmentation
Forbes 5 star
What is wash (down)?

21. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Discuss a weakness of functional organizational design.
What is decentralization?
Who deals with the occupancy of the guest?
What is a block?

22. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What is a third-party distribution company?
Code of Hammurabi
Tour package coupons
Why do hotels offer discounted rates?

23. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality

24. 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
Owner/operator
What is a third-party distribution company?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is corporate rate?

25. Harder to get than 5 diamond
European Plan
What is wash (down)?
Forbes 5 star
Non-collectible account

26. A statement of all transactions that affect the balance of an account
What is corporate rate?
Short
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a guest folio?

27. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Airport hotels
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
The difference between guest accounts and house accounts ?
When does the night audit begin?

28. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is housekeeping status?
European Plan
Suite hotels
What is posting?

29. Cash according to accounts
What should be
Short
What is the largest department?
What is displacement?

30. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Who deals with the arrival of guests?
What is the responsibility of the reservations?
Confirmed reservation?
Non-collectible account

31. 95+5=100 divided by 150-25=125=80%
Owner/operator
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Forbes 5 star

32. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Float Losses
What is a guaranteed reservation?
What is a guest account?
Franchisor loading corporation

33. The first place where a lot of people could stay overnight and keep all their animals etc
Who is the keys of gold?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
TShe income Audit
Caravanseri

34. 'end of day'
What is a third-party distribution company?
What is corporate rate?
Is there really such a thing as a six or seven star hotel?
When does the night audit begin?

35. Reality = expectations satisfied
Chain Management
Guest satisfaction
Paying off the due bank
What are the six steps in the Revenue Management Model?

36. Uniformed services/FD
Who deals with the arrival of guests?
What is a guaranteed reservation?
When does the night audit begin?
Cut off date?

37. Coles Ordinary
What was the first Inn?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Dimensions of Service Quality
10000 rooms revenue. Sold 95 rooms with 5 comps

38. 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 difference between guest accounts and house accounts ?
WHat department is the heart of the hotel?
What are the six steps in the Revenue Management Model?
Franchisor loading corporation

39. When more money is paid out than comes in and the cashier uses his bank for the payment
Extended stay hotels
Paying off house vouchers
Due bank
What should be

40. Owns the hotel but retains a chain or independent management company to operate the property
What was the first Hotel?
Chain Management
NON REIT Owner
When are lodging analysts bullish on hotel stocks?

41. Housekeeping
10000 rooms revenue. Sold 95 rooms with 5 comps
What is the largest department?
Give an example of a fence used in the hotel industry
Why do hotels offer discounted rates?

42. Rooms actually reserved by group members
What is wash (down)?
What is centralization?
What is elastic demand?
What is booked mean?

43. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Service recovery
What is Room status discrepancy ?
Paying off the due bank
What is decentralization?

44. Tangibles - reliability - responsiveness - assurance and empathy
Give an example of a fence used in the hotel industry
What is reservation status?
Market segmentation
Dimensions of Service Quality

45. Occupancy %
What is corporate rate?
What is the most used operating ratio?
Distribution of the reports is the final step in night audit process?
Non-guaranteed reservation?

46. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What is the responsibility of the reservations?
TShe income Audit
Airport hotels
What is elastic demand?

47. Where the poorer people stayed when traveling in the Roman Empire
Taberna
What is a guaranteed reservation?
What is the average daily rate?
What is booked mean?

48. No - there aren't - it is self proclaimed - not awarded
Cut off date?
Code of Hammurabi
Is there really such a thing as a six or seven star hotel?
What is the responsibility of the reservations?

49. Room + 2 meals
Modified American Plan
What is the responsibility of the reservations?
How to calculate average room rate?
What is a narrow span of control?

50. A number of rooms set aside for a group
What is a block?
Discuss a weakness of functional organizational design.
Franchisor
What is a guest account?