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. When more money is paid out than comes in and the cashier uses his bank for the payment






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






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






4. Under 150 rooms






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






6. Uniformed services/FD






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






8. No difference - just sounds nicer






9. City Hotel - NY city






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






11. More money in cash drawer than should be






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






13. Housekeeping status differs from front desk status






14. Reality > expectations 'thrilled'






15. Front Desk






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


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






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






19. 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






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






21. Occupancy %






22. 70% occupancy - each room category is occupied at 70%.






23. Cashier (FD)/ uniformed services






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






25. 6%? look up






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






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






28. Owns hotels affiliated with chain brands






29. Less money in cash drawer than should be






30. The difference between money taken in and paid out






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






32. The process of recording transactions onto a folio






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






34. Tangibles - reliability - responsiveness - assurance and empathy






35. Hotel holds room until 4 or 6






36. Actual rooms revenue divided by potential rooms revenue






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






38. Tall organization/ small number of employees report to a supervisor






39. Very sensitive to price. Leisure travel market






40. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off






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






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






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






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






45. 95+5=100 divided by 150-25=125=80%






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






47. Rooms available X occupancy percentage X Average daily rate






48. 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


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






50. Cash according to accounts