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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. Service encounters during which service quality is judged; first impression.
Who deal with the pre arrival of the guests?
Moments of truth
What is yield statistoc?
Guest expectations
2. To sell every available room at the most profitable rate
How to calculate average room rate?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Taberna
What is the responsibility of the reservations?
3. Rooms available X occupancy percentage X Average daily rate
Forcasted rooms revenue
Top down or bottom up
Who deals with the arrival of guests?
Tour package coupons
4. Set of registered hotel guest accounts
Merchant discount fee
Who deals with the arrival of guests?
What is a guest ledger
What is corporate rate?
5. Reservations and non refundable purchases for price sensitive guests versus opposite
Who deal with the pre arrival of the guests?
Room assignment process
Give an example of a fence used in the hotel industry
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
6. Very sensitive to price. Leisure travel market
What is decentralization?
Merchant discount fee
What is a guest account?
What is elastic demand?
7. Separation between classes of hotels - luxury - mid-scale - economy
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
What are 'fences'?
When does the night audit begin?
Market segmentation
8. More money in cash drawer than should be
Net Receipts
What completes the registration process?
Over
TShe income Audit
9. Reality = expectations satisfied
What is a guaranteed reservation?
Guest satisfaction
Forcasted rooms revenue
Why do hotels offer discounted rates?
10. Blocking/pre-assigning rooms
What is group rate?
Room assignment process
Code of Hammurabi
Discuss a weakness of functional organizational design.
11. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is housekeeping status?
What is a guest account?
What is a guaranteed reservation?
Airport hotels
12. Negotiated based on number of rooms
What is group rate?
When are lodging analysts bullish on hotel stocks?
NON REIT Owner
What is a third-party distribution company?
13. Owns the hotel but retains a chain or independent management company to operate the property
Merchant discount fee
Market Segmentation
NON REIT Owner
What is displacement?
14. Rooms revenue divided by number of rooms sold
What is group rate?
What is the average daily rate?
Over
When are lodging analysts bullish on hotel stocks?
15. Provided to frequent business guests
What is corporate rate?
What is a narrow span of control?
What was the first Inn?
Tour package coupons
16. Coles Ordinary
What is booked mean?
What was the first Inn?
Is there really such a thing as a six or seven star hotel?
What is wash (down)?
17. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is the American Plan?
What is a block?
What is booked mean?
18. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
What is the American Plan?
Non-collectible account
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
19. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Room assignment process
Taberna
The difference between guest accounts and house accounts ?
20. No difference - just sounds nicer
Modified American Plan
What is the difference between an employee and an associate?
What is a guest ledger
How the hotel size that has the largest percentage
21. 70% occupancy - each room category is occupied at 70%.
What is centralization?
What are the six steps in the Revenue Management Model?
What is corporate rate?
Ideal Room Rate
22. Tall organization/ small number of employees report to a supervisor
Confirmed reservation?
How the hotel size that has the largest percentage
What is a narrow span of control?
Merchant discount fee
23. True
Guest expectations
Role of management
What is a guest account?
Distribution of the reports is the final step in night audit process?
24. A statement of all transactions that affect the balance of an account
Independent Management Company
What is a guest folio?
Who deals with the occupancy of the guest?
When does the night audit begin?
25. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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26. Actual rooms revenue divided by potential rooms revenue
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What completes the registration process?
Who deal with the pre arrival of the guests?
What is yield statistoc?
27. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Merchant discount fee
European Plan
Independent Management Company
What is posting?
28. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Taberna
What is a narrow span of control?
TShe income Audit
What is a guaranteed reservation?
29. The retention of decision making authority by a high level manager
What is centralization?
Reality
Franchisor loading corporation
Guest satisfaction
30. Not sensitive to price. Business travel market
ADA
What is inelastic demand?
Discuss a weakness of functional organizational design.
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
31. Travelers who intend to stay five days or longer and required reduced hotel services
What is booked mean?
What is decentralization?
What should be
Extended stay hotels
32. 95+5=100 divided by 150-25=125=80%
Market segmentation
NON REIT Owner
Caravanseri
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
33. Tangibles - reliability - responsiveness - assurance and empathy
When does the night audit begin?
Dimensions of Service Quality
Cut off date?
Chain Management
34. Cashier (FD)/ uniformed services
Who deals with the departure of the guests?
What is Room status discrepancy ?
Code of Hammurabi
Guest satisfaction
35. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Who deals with the arrival of guests?
What is posting?
Due bank
36. Harder to get than 5 diamond
What is yield statistoc?
Forbes 5 star
Confirmed reservation?
Give an example of a fence used in the hotel industry
37. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
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?
Forbes 5 star
Code of Hammurabi
38. Uniformed services/FD
What is the difference between an employee and an associate?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is the average daily rate?
Who deals with the arrival of guests?
39. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Due bank
When does the night audit begin?
Who deals with the arrival of guests?
Paying off the due bank
40. Blocking fewer rooms than requested by the group based on past history
Chain Management
What is wash (down)?
What are the differences between a C-Corp. and a REIT?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
41. The difference between money taken in and paid out
Reality
Why do hotels offer discounted rates?
Net Receipts
Chain Management
42. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Tourism
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?
Franchisor loading corporation
Forbes 5 star
43. Literally owns and operates hotel
Why do hotels offer discounted rates?
Owner/operator
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 reservation status?
44. The separation between rich and poor
What completes the registration process?
What is elastic demand?
What was the first Hotel?
Market Segmentation
45. Room + 2 meals
Guest expectations
Mansio
Modified American Plan
What is a guest folio?
46. Expedia or Orbitz
What is a guest folio?
What is wash (down)?
What is a third-party distribution company?
Market Segmentation
47. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
What are the six steps in the Revenue Management Model?
What is a guest folio?
Tourism
Top down or bottom up
48. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Paying off the due bank
Service recovery
What are the differences between a C-Corp. and a REIT?
Cut off date?
49. Under 150 rooms
Due bank
How the hotel size that has the largest percentage
Forbes 5 star
What are the six steps in the Revenue Management Model?
50. Hotel holds room until 4 or 6
Non-guaranteed reservation?
What is a block?
Who deals with the departure of the guests?
Service recovery