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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. Actual cash in dollars and cents in the cash drawer
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
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Float Losses
What is...
2. 1990; accomodate guests and employees with disabilities
Non-guaranteed reservation?
What is a third-party distribution company?
ADA
What is rack rate?
3. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
NON REIT Owner
Paying off house vouchers
TShe income Audit
Distribution of the reports is the final step in night audit process?
4. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What are the differences between a C-Corp. and a REIT?
What is the largest department?
Tour package coupons
What should be
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
Role of management
WHat department is the heart of the hotel?
What is corporate rate?
What are the six steps in the Revenue Management Model?
6. China and India
Merchant discount fee
What is a guest folio?
Where will the majority of the global growth take place
How to calculate average room rate?
7. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Who deals with the occupancy of the guest?
When are lodging analysts bullish on hotel stocks?
Top down or bottom up
Franchisor
8. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What is displacement?
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?
TShe income Audit
Owner/operator
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
Chain Management
Paying off house vouchers
What is a guest folio?
Tourism
11. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Service recovery
The difference between guest accounts and house accounts ?
WHat department is the heart of the hotel?
What is the American Plan?
12. Tall organization/ small number of employees report to a supervisor
What are the differences between a C-Corp. and a REIT?
What was the first Inn?
Who is the keys of gold?
What is a narrow span of control?
13. The first place where a lot of people could stay overnight and keep all their animals etc
Caravanseri
What is the largest department?
Ideal Room Rate
European Plan
14. The process of recording transactions onto a folio
Market Segmentation
WHat department is the heart of the hotel?
What is posting?
Who deals with the arrival of guests?
15. Tangibles - reliability - responsiveness - assurance and empathy
What is booked mean?
Dimensions of Service Quality
What is a guaranteed reservation?
What is yield statistoc?
16. Reservations and non refundable purchases for price sensitive guests versus opposite
Over
Short
Give an example of a fence used in the hotel industry
What are 'fences'?
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...
Give an example of a fence used in the hotel industry
Float Losses
What was the first Inn?
Tour package coupons
19. Less money in cash drawer than should be
What was the first Hotel?
Why do hotels offer discounted rates?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Short
20. Concierge/bellstaff
What is yield statistoc?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Over
Who is the keys of gold?
21. Uniformed services/FD
Non-guaranteed reservation?
Over
What is the responsibility of the reservations?
Who deals with the arrival of guests?
22. The retention of decision making authority by a high level manager
What is decentralization?
What is centralization?
10000 rooms revenue. Sold 95 rooms with 5 comps
Non-collectible account
23. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
Role of management
Owner/operator
Over or Short
24. Reality = expectations satisfied
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Guest satisfaction
How do you calculate the % of no shows?
Who deals with the departure of the guests?
25. Encourages department performance instead of the main goal which is overall hotel performance
Why do hotels offer discounted rates?
Paying off the due bank
Discuss a weakness of functional organizational design.
Non-collectible account
26. More money in cash drawer than should be
Tourism
What is a guest folio?
What is displacement?
Over
27. True
Forbes 5 star
Distribution of the reports is the final step in night audit process?
What is...
What is a guest account?
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
Net Receipts
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is a guest account?
29. Difference between 'What should be' and 'what is'
Room assignment process
Over or Short
Non-collectible account
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
30. 'end of day'
Chain Management
When does the night audit begin?
How to calculate average room rate?
Owner/operator
31. Front Desk
WHat department is the heart of the hotel?
What are the differences between a C-Corp. and a REIT?
Ideal Room Rate
What is a guest account?
32. A number of rooms set aside for a group
Reality
Tour package coupons
Who deal with the pre arrival of the guests?
What is a block?
33. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Airport hotels
Market segmentation
How do u calculate occupancy %?
Taberna
34. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Extended stay hotels
What is inelastic demand?
What is posting?
Confirmed reservation?
35. Occupancy %
What is elastic demand?
What should be
Non-collectible account
What is the most used operating ratio?
36. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Float Losses
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Distribution of the reports is the final step in night audit process?
Paying off the due bank
37. Service encounters during which service quality is judged; first impression.
How to calculate average room rate?
Give an example of a fence used in the hotel industry
Moments of truth
What is displacement?
38. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
How the hotel size that has the largest percentage
Suite hotels
What is the difference between an employee and an associate?
When does the night audit begin?
39. Rooms department revenue divided by expected number of rooms sold
What is booked mean?
How to calculate average room rate?
Mansio
What completes the registration process?
40. Address expectations and reality with honest advertising and training employees 'over delivery'
Role of management
Franchisor
What is the average daily rate?
What are 'fences'?
41. Under 150 rooms
What is the average daily rate?
How the hotel size that has the largest percentage
What is a wide span of control?
Who deal with the pre arrival of the guests?
42. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
When are lodging analysts bullish on hotel stocks?
TShe income Audit
The difference between guest accounts and house accounts ?
What is reservation status?
43. Reservations
What is a block?
Who deal with the pre arrival of the guests?
Tourism
What is a guaranteed reservation?
44. An organization member has the right to make a decision without obtaining approval from a higher level manager.
Cut off date?
What is decentralization?
Non-guaranteed reservation?
What is the American Plan?
45. Blocking/pre-assigning rooms
Discuss a weakness of functional organizational design.
When would you want to use a minimum LOS control?
Merchant discount fee
Room assignment process
46. 70% occupancy - each room category is occupied at 70%.
Ideal Room Rate
Tourism
What is yield statistoc?
What are the differences between a C-Corp. and a REIT?
47. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
When would you want to use a minimum LOS control?
Code of Hammurabi
European Plan
What is a guest account?
48. Rooms available X occupancy percentage X Average daily rate
What are 'fences'?
Who deal with the pre arrival of the guests?
Forcasted rooms revenue
What is elastic demand?
49. Actual rooms revenue divided by potential rooms revenue
When does the night audit begin?
What is yield statistoc?
What is a guest account?
Reality
50. Where the poorer people stayed when traveling in the Roman Empire
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
When does the night audit begin?
What is centralization?
Taberna