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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. Cash according to accounts
What should be
What is housekeeping status?
What are the six steps in the Revenue Management Model?
Forbes 5 star
2. City Hotel - NY city
Code of Hammurabi
What was the first Hotel?
What is group rate?
What is posting?
3. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Why do hotels offer discounted rates?
Float Losses
When would you want to use a minimum LOS control?
Over or Short
4. Owns hotel brands and sells the right to use them
Franchisor
When would you want to use a minimum LOS control?
What was the first Inn?
What is a guest folio?
5. Room and meals are separate
European Plan
Code of Hammurabi
What is corporate rate?
What is a guaranteed reservation?
6. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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7. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
Who deal with the pre arrival of the guests?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is booked mean?
8. The separation between rich and poor
Market Segmentation
What is the largest department?
What is yield statistoc?
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?
9. Set of registered hotel guest accounts
What is the most used operating ratio?
Dimensions of Service Quality
How to calculate average room rate?
What is a guest ledger
10. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Suite hotels
Moments of truth
Who deals with the departure of the guests?
Market segmentation
11. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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12. Where the rich people stayed when traveling in the Roman Empire
Discuss a weakness of functional organizational design.
Mansio
What is the largest department?
What is booked mean?
13. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Paying off house vouchers
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
How to calculate average room rate?
When does the night audit begin?
14. FD/PBX
What was the first Inn?
Moments of truth
Who deals with the occupancy of the guest?
What is the most used operating ratio?
15. 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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16. A number of rooms set aside for a group
What is a block?
Who deals with the arrival of guests?
Guest satisfaction
Short
17. 1990; accomodate guests and employees with disabilities
When does the night audit begin?
Over
ADA
Independent Management Company
18. Separation between classes of hotels - luxury - mid-scale - economy
Merchant discount fee
What is a guest account?
Market segmentation
What are 'fences'?
19. 'end of day'
When does the night audit begin?
How do u calculate occupancy %?
Service recovery
Give an example of a fence used in the hotel industry
20. 6%? look up
What is the American Plan?
What is...
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is Room status discrepancy ?
21. Coles Ordinary
Paying off house vouchers
What is elastic demand?
What are 'fences'?
What was the first Inn?
22. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What is a third-party distribution company?
When would you want to use a minimum LOS control?
Why do hotels offer discounted rates?
What is the most used operating ratio?
23. The difference between money taken in and paid out
Net Receipts
Market segmentation
Chain Management
Who deals with the occupancy of the guest?
24. 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
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Who deals with the arrival of guests?
Service recovery
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
25. Service encounters during which service quality is judged; first impression.
Moments of truth
When does the night audit begin?
Who deals with the arrival of guests?
What is the responsibility of the reservations?
26. Housekeeping
Float Losses
Who deals with the arrival of guests?
What completes the registration process?
What is the largest department?
27. Actual rooms revenue divided by potential rooms revenue
Role of management
Give an example of a fence used in the hotel industry
What is yield statistoc?
What is the difference between an employee and an associate?
28. Luxury - upper-upscale - upscale
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is reservation status?
What is the responsibility of the reservations?
Service recovery
29. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
What is group rate?
What was the first Hotel?
Paying off the due bank
What are the six steps in the Revenue Management Model?
30. Appeal to both business and leisure travelers
Moments of truth
Room assignment process
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?
Suite hotels and extended stay hotels
31. Encourages department performance instead of the main goal which is overall hotel performance
Who deals with the arrival of guests?
Discuss a weakness of functional organizational design.
What are 'fences'?
What is a block?
32. A collection of all transactions incurred by a guest.
Forcasted rooms revenue
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a guest account?
What are 'fences'?
33. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
What is a wide span of control?
What is...
Confirmed reservation?
How to calculate average room rate?
34. Rooms revenue divided by number of rooms sold
What are the six steps in the Revenue Management Model?
What is the responsibility of the reservations?
Who deals with the departure of the guests?
What is the average daily rate?
35. The hotel's standard published rate
Forcasted rooms revenue
What is rack rate?
Mansio
Market Segmentation
36. Address expectations and reality with honest advertising and training employees 'over delivery'
Suite hotels
Role of management
What is a wide span of control?
Discuss a weakness of functional organizational design.
37. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
Chain Management
Extended stay hotels
What is the average daily rate?
38. Cashier (FD)/ uniformed services
How to calculate average room rate?
When would you want to use a minimum LOS control?
Who deals with the departure of the guests?
Code of Hammurabi
39. Hotel gets money later - pays employee up-front
What are the differences between a C-Corp. and a REIT?
What is Room status discrepancy ?
Market segmentation
Float Losses
40. Literally owns and operates hotel
Suite hotels and extended stay hotels
Owner/operator
Due bank
Confirmed reservation?
41. Where the poorer people stayed when traveling in the Roman Empire
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Market segmentation
Room assignment process
Taberna
42. Reality = expectations satisfied
Franchisor
What is a guest account?
Mansio
Guest satisfaction
43. Reality < expectations dissatisfied
What is decentralization?
Guest expectations
Distribution of the reports is the final step in night audit process?
Give an example of a fence used in the hotel industry
44. True
What are the differences between a C-Corp. and a REIT?
Distribution of the reports is the final step in night audit process?
Give an example of a fence used in the hotel industry
Guest satisfaction
45. Determines a rooms long term availability
Short
What is booked mean?
What is reservation status?
Market segmentation
46. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
Where will the majority of the global growth take place
TShe income Audit
What are 'fences'?
What is a guaranteed reservation?
47. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Code of Hammurabi
Who deals with the departure of the guests?
Who deal with the pre arrival of the guests?
Guest satisfaction
48. Rooms available X occupancy percentage X Average daily rate
How do you calculate the % of no shows?
Guest expectations
Suite hotels and extended stay hotels
Forcasted rooms revenue
49. Hotel holds room until 4 or 6
Who deals with the occupancy of the guest?
Franchisor
Non-guaranteed reservation?
How the hotel size that has the largest percentage
50. Less money in cash drawer than should be
Reality
What completes the registration process?
Short
Due bank