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. Literally owns and operates hotel






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






3. More money in cash drawer than should be






4. Concierge/bellstaff






5. Coupons used by members of tour groups to pay for meals etc...






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






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






8. Not sensitive to price. Business travel market






9. Room and meals are separate






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






11. 95+5=100 divided by 150-25=125=80%






12. Means to expand quickly with little capital -collect franchise fees






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






14. Very sensitive to price. Leisure travel market






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

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16. Luxury - upper-upscale - upscale






17. The difference between money taken in and paid out






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






19. The process of recording transactions onto a folio






20. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






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






22. Cash according to accounts






23. FD/PBX






24. 1990; accomodate guests and employees with disabilities






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






26. Occupancy %






27. Coles Ordinary






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






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






31. The hotel's standard published rate






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






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






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






35. Difference between 'What should be' and 'what is'






36. Rooms actually reserved by group members






37. Blocking fewer rooms than requested by the group based on past history






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






39. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






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






41. Rooms available X occupancy percentage X Average daily rate






42. An organization member has the right to make a decision without obtaining approval from a higher level manager.






43. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






44. Hotel holds room until 4 or 6






45. Front Desk






46. 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






47. Less money in cash drawer than should be






48. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality

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49. Blocking/pre-assigning rooms






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