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. Reservations






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






3. Determines a rooms short term availability






4. Not sensitive to price. Business travel market






5. A number of rooms set aside for a group






6. More money in cash drawer than should be






7. Issuing the room key






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






9. The difference between money taken in and paid out






10. The process of recording transactions onto a folio






11. Owns hotel brands and sells the right to use them






12. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand






13. Huge capital investment needed. Time to wait on zoning and construction.






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






15. Reality < expectations dissatisfied






16. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND






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






18. Housekeeping






19. A collection of all transactions incurred by a guest.






20. Number of rooms occupied divided by number of rooms available






21. Rooms revenue divided by number of rooms sold






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






23. Expedia or Orbitz






24. Coles Ordinary






25. Rooms available X occupancy percentage X Average daily rate






26. Reality = expectations satisfied






27. 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


28. Where the rich people stayed when traveling in the Roman Empire






29. Room + 2 meals






30. China and India






31. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






32. Luxury - upper-upscale - upscale






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






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






35. City Hotel - NY city






36. Actual rooms revenue divided by potential rooms revenue






37. Room and meals are separate






38. Concierge/bellstaff






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






40. Harder to get than 5 diamond






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


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






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






44. 95+5=100 divided by 150-25=125=80%






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






46. Less money in cash drawer than should be






47. No - there aren't - it is self proclaimed - not awarded






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






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






50. Hotel has to pay fee to VISA or AMEx - but does not reduce tip