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. Actual rooms revenue divided by potential rooms revenue






2. 10000 divided by 95 + 5=10000 divided by 100=100$






3. Negotiated based on number of rooms






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






5. The process of recording transactions onto a folio






6. Housekeeping






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






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






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






10. Under 150 rooms






11. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






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






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






14. Set of registered hotel guest accounts






15. Appeal to both business and leisure travelers






16. Not sensitive to price. Business travel market






17. Cashier (FD)/ uniformed services






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






19. Issuing the room key






20. Tangibles - reliability - responsiveness - assurance and empathy






21. Reality < expectations dissatisfied






22. 6%? look up






23. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






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






25. The retention of decision making authority by a high level manager






26. Blocking/pre-assigning rooms






27. Rooms actually reserved by group members






28. The separation between rich and poor






29. Where the rich people stayed when traveling in the Roman Empire






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






31. 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






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






33. Determines a rooms long term availability






34. The difference between money taken in and paid out






35. Occupancy %






36. Provided to frequent business guests






37. Harder to get than 5 diamond






38. Luxury - upper-upscale - upscale






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






40. Reality > expectations 'thrilled'






41. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






42. 'end of day'






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






44. Hotel holds room until 4 or 6






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






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

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47. A statement of all transactions that affect the balance of an account






48. True






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






50. To sell every available room at the most profitable rate