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






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






3. More money in cash drawer than should be






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






5. Cash according to accounts






6. Determines a rooms long term availability






7. Less money in cash drawer than should be






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






9. 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






10. Rooms revenue divided by number of rooms sold






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






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






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






14. No - there aren't - it is self proclaimed - not awarded






15. Harder to get than 5 diamond






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






17. Negotiated based on number of rooms






18. Front Desk






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






20. Reality > expectations 'thrilled'






21. The hotel's standard published rate






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






23. Appeal to both business and leisure travelers






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






25. 70% occupancy - each room category is occupied at 70%.






26. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day






27. 1990; accomodate guests and employees with disabilities






28. Reality = expectations satisfied






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






30. Luxury - upper-upscale - upscale






31. China and India






32. Coles Ordinary






33. If the bill is not paid - hotel cannot recover tip already paid out






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






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






36. The separation between rich and poor






37. Room and meals are separate






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






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






40. Very sensitive to price. Leisure travel market






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






42. 95+5=100 divided by 150-25=125=80%






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






44. Blocking/pre-assigning rooms






45. Under 150 rooms






46. Tangibles - reliability - responsiveness - assurance and empathy






47. City Hotel - NY city






48. Issuing the room key






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






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






Can you answer 50 questions in 15 minutes?



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