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. Concierge/bellstaff






2. Owns hotels affiliated with chain brands






3. Reality > expectations 'thrilled'






4. Rooms actually reserved by group members






5. Cashier (FD)/ uniformed services






6. Travelers who intend to stay five days or longer and required reduced hotel services






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






8. Under 150 rooms






9. Luxury - upper-upscale - upscale






10. 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






11. Separation between classes of hotels - luxury - mid-scale - economy






12. Reality = expectations satisfied






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






14. Hotel gets money later - pays employee up-front






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






16. Turning away free independent traveler guests for lack of rooms due to group business






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






18. Room and meals are separate






19. Rooms revenue divided by number of rooms sold






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






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






22. Expedia or Orbitz






23. Harder to get than 5 diamond






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






25. Flat organization/ large number of employees reporting to one supervisor






26. Reservations






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






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






29. Very sensitive to price. Leisure travel market






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






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






32. Date when group blocked rooms return to hotel room inventory






33. Literally owns and operates hotel






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






35. Housekeeping






36. Actual cash in dollars and cents in the cash drawer






37. Not sensitive to price. Business travel market






38. Retained to manage a hotel on behalf of the owner






39. More money in cash drawer than should be






40. Housekeeping status differs from front desk status






41. Front Desk






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






43. Rooms available X occupancy percentage X Average daily rate






44. Uniformed services/FD






45. Tangibles - reliability - responsiveness - assurance and empathy






46. Room + 2 meals






47. 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






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






49. Blocking/pre-assigning rooms






50. Cash according to accounts