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. Actual cash in dollars and cents in the cash drawer






2. 1990; accomodate guests and employees with disabilities






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






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






5. 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






6. China and India






7. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






8. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day






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

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






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






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






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






14. The process of recording transactions onto a folio






15. Tangibles - reliability - responsiveness - assurance and empathy






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






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






19. Less money in cash drawer than should be






20. Concierge/bellstaff






21. Uniformed services/FD






22. The retention of decision making authority by a high level manager






23. 10000 divided by 95 + 5=10000 divided by 100=100$






24. Reality = expectations satisfied






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






26. More money in cash drawer than should be






27. True






28. 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






29. Difference between 'What should be' and 'what is'






30. 'end of day'






31. Front Desk






32. A number of rooms set aside for a group






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






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






35. Occupancy %






36. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






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






38. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






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






40. Address expectations and reality with honest advertising and training employees 'over delivery'






41. Under 150 rooms






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






43. Reservations






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






45. Blocking/pre-assigning rooms






46. 70% occupancy - each room category is occupied at 70%.






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






48. Rooms available X occupancy percentage X Average daily rate






49. Actual rooms revenue divided by potential rooms revenue






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