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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. Reality < expectations dissatisfied
Guest expectations
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?
What was the first Hotel?
When does the night audit begin?
2. The process of recording transactions onto a folio
What is posting?
Forcasted rooms revenue
What is the American Plan?
WHat department is the heart of the hotel?
3. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
TShe income Audit
What is posting?
What is group rate?
Code of Hammurabi
4. Rooms available X occupancy percentage X Average daily rate
What was the first Hotel?
Forcasted rooms revenue
What is corporate rate?
Merchant discount fee
5. Blocking fewer rooms than requested by the group based on past history
Suite hotels
What is wash (down)?
How do you calculate the % of no shows?
What is a third-party distribution company?
6. Concierge/bellstaff
What is yield statistoc?
Independent Management Company
Who is the keys of gold?
Market Segmentation
7. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is centralization?
What is the most used operating ratio?
Caravanseri
Suite hotels
8. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Top down or bottom up
Taberna
Chain Management
Non-guaranteed reservation?
9. 1990; accomodate guests and employees with disabilities
What is the responsibility of the reservations?
Code of Hammurabi
ADA
Why do hotels offer discounted rates?
10. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Who deals with the arrival of guests?
Suite hotels and extended stay hotels
ADA
Paying off house vouchers
11. Reservations
Tourism
What is...
Who deal with the pre arrival of the guests?
Due bank
12. Hotel gets money later - pays employee up-front
When would you want to use a minimum LOS control?
Float Losses
Over or Short
Tourism
13. Front Desk
What is reservation status?
WHat department is the heart of the hotel?
Code of Hammurabi
Discuss a weakness of functional organizational design.
14. Hotel holds room until 4 or 6
Paying off the due bank
What is the largest department?
What are the six steps in the Revenue Management Model?
Non-guaranteed reservation?
15. Rooms actually reserved by group members
What is a guest ledger
Who deals with the arrival of guests?
What is booked mean?
Mansio
16. Service encounters during which service quality is judged; first impression.
Moments of truth
Chain Management
What is a wide span of control?
When are lodging analysts bullish on hotel stocks?
17. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
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
When does the night audit begin?
What is the American Plan?
What is a third-party distribution company?
18. China and India
Over
Where will the majority of the global growth take place
What is centralization?
Is there really such a thing as a six or seven star hotel?
19. Expedia or Orbitz
What is the largest department?
What is elastic demand?
What is a third-party distribution company?
What is yield statistoc?
20. Determines a rooms short term availability
What is housekeeping status?
European Plan
What are 'fences'?
What is a guest folio?
21. Cashier (FD)/ uniformed services
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Who deals with the departure of the guests?
What is yield statistoc?
Mansio
22. Coles Ordinary
What is displacement?
Franchisor loading corporation
What is group rate?
What was the first Inn?
23. Under 150 rooms
How the hotel size that has the largest percentage
Role of management
What are the six steps in the Revenue Management Model?
What is the average daily rate?
24. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
What is yield statistoc?
When are lodging analysts bullish on hotel stocks?
What is Room status discrepancy ?
Who deal with the pre arrival of the guests?
25. To sell every available room at the most profitable rate
Moments of truth
Who deal with the pre arrival of the guests?
What is...
What is the responsibility of the reservations?
26. 'end of day'
Why do hotels offer discounted rates?
When does the night audit begin?
Chain Management
What was the first Inn?
27. # of room no shows divided by # of room reservations
Franchisor loading corporation
What is...
Who deal with the pre arrival of the guests?
How do you calculate the % of no shows?
28. Very sensitive to price. Leisure travel market
Give an example of a fence used in the hotel industry
Chain Management
What is elastic demand?
Code of Hammurabi
29. Rooms department revenue divided by expected number of rooms sold
What is the average daily rate?
What is elastic demand?
Service recovery
How to calculate average room rate?
30. Coupons used by members of tour groups to pay for meals etc...
What is displacement?
When does the night audit begin?
Tour package coupons
Forcasted rooms revenue
31. Reservations and non refundable purchases for price sensitive guests versus opposite
Give an example of a fence used in the hotel industry
Airport hotels
What should be
Float Losses
32. No - there aren't - it is self proclaimed - not awarded
Who deal with the pre arrival of the guests?
When are lodging analysts bullish on hotel stocks?
Is there really such a thing as a six or seven star hotel?
What is booked mean?
33. City Hotel - NY city
Room assignment process
What was the first Hotel?
Ideal Room Rate
What is housekeeping status?
34. Number of rooms occupied divided by number of rooms available
What is decentralization?
How do u calculate occupancy %?
What is Room status discrepancy ?
Service recovery
35. 70% occupancy - each room category is occupied at 70%.
Non-guaranteed reservation?
Cut off date?
Ideal Room Rate
Tour package coupons
36. Less money in cash drawer than should be
Short
Why do hotels offer discounted rates?
Taberna
Merchant discount fee
37. Reality > expectations 'thrilled'
Non-guaranteed reservation?
What is elastic demand?
When does the night audit begin?
Reality
38. No difference - just sounds nicer
Independent Management Company
What is the difference between an employee and an associate?
What is a block?
Distribution of the reports is the final step in night audit process?
39. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Market Segmentation
Franchisor
Merchant discount fee
Is there really such a thing as a six or seven star hotel?
40. The retention of decision making authority by a high level manager
How to calculate average room rate?
Independent Management Company
What was the first Inn?
What is centralization?
41. A number of rooms set aside for a group
Taberna
What is a block?
What should be
Who deals with the arrival of guests?
42. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
What are the differences between a C-Corp. and a REIT?
What was the first Inn?
Who deals with the occupancy of the guest?
43. The separation between rich and poor
What is booked mean?
What is a guest folio?
What is a guest ledger
Market Segmentation
44. Tangibles - reliability - responsiveness - assurance and empathy
Moments of truth
Dimensions of Service Quality
Independent Management Company
When does the night audit begin?
45. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
What is booked mean?
Franchisor loading corporation
Who deals with the occupancy of the guest?
When would you want to use a minimum LOS control?
46. Means to expand quickly with little capital -collect franchise fees
What is a wide span of control?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Non-collectible account
What is elastic demand?
47. Provided to frequent business guests
What are the differences between a C-Corp. and a REIT?
Top down or bottom up
Short
What is corporate rate?
48. Room + 2 meals
Modified American Plan
Net Receipts
The difference between guest accounts and house accounts ?
Tour package coupons
49. Determines a rooms long term availability
Caravanseri
Net Receipts
What is reservation status?
Who deal with the pre arrival of the guests?
50. Luxury - upper-upscale - upscale
What is decentralization?
How the hotel size that has the largest percentage
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is a wide span of control?