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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. 70% occupancy - each room category is occupied at 70%.
Independent Management Company
What is centralization?
Ideal Room Rate
When would you want to use a minimum LOS control?
2. Harder to get than 5 diamond
Taberna
Forbes 5 star
What is displacement?
Is there really such a thing as a six or seven star hotel?
3. Provided to frequent business guests
What is corporate rate?
When would you want to use a minimum LOS control?
Over or Short
Who deals with the arrival of guests?
4. Where the poorer people stayed when traveling in the Roman Empire
Taberna
What is Room status discrepancy ?
Tourism
How to calculate average room rate?
5. Owns hotel brands and sells the right to use them
NON REIT Owner
Forcasted rooms revenue
What is the largest department?
Franchisor
6. Means to expand quickly with little capital -collect franchise fees
Guest satisfaction
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is booked mean?
Is there really such a thing as a six or seven star hotel?
7. No difference - just sounds nicer
Net Receipts
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is the difference between an employee and an associate?
What is a third-party distribution company?
8. Tangibles - reliability - responsiveness - assurance and empathy
What completes the registration process?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Dimensions of Service Quality
The difference between guest accounts and house accounts ?
9. Appeal to both business and leisure travelers
What is a block?
Suite hotels and extended stay hotels
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Modified American Plan
10. 'end of day'
What is group rate?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
When does the night audit begin?
Paying off house vouchers
11. Coles Ordinary
What is the American Plan?
What was the first Inn?
Market segmentation
TShe income Audit
12. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What is posting?
TShe income Audit
Merchant discount fee
What is the average daily rate?
13. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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14. Determines a rooms short term availability
Chain Management
What is housekeeping status?
Reality
Float Losses
15. The process of recording transactions onto a folio
Ideal Room Rate
What are the differences between a C-Corp. and a REIT?
What is posting?
What is booked mean?
16. Travelers who intend to stay five days or longer and required reduced hotel services
Over
Extended stay hotels
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 do u calculate occupancy %?
17. Rooms available X occupancy percentage X Average daily rate
What was the first Hotel?
What is a wide span of control?
Extended stay hotels
Forcasted rooms revenue
18. To sell every available room at the most profitable rate
10000 rooms revenue. Sold 95 rooms with 5 comps
Owner/operator
ADA
What is the responsibility of the reservations?
19. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is decentralization?
Tourism
What is a block?
Reality
20. Cash according to accounts
Over
Is there really such a thing as a six or seven star hotel?
What should be
Distribution of the reports is the final step in night audit process?
21. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Room assignment process
Top down or bottom up
What is the responsibility of the reservations?
What is centralization?
22. Coupons used by members of tour groups to pay for meals etc...
Tour package coupons
Confirmed reservation?
Over
Merchant discount fee
23. The retention of decision making authority by a high level manager
What is the average daily rate?
What is posting?
Who deals with the arrival of guests?
What is centralization?
24. Owns the hotel but retains a chain or independent management company to operate the property
NON REIT Owner
Role of management
Who deal with the pre arrival of the guests?
Who deals with the occupancy of the guest?
25. Blocking/pre-assigning rooms
Why do hotels offer discounted rates?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Room assignment process
What was the first Hotel?
26. Reservations
Who deal with the pre arrival of the guests?
Over or Short
Reality
Who deals with the arrival of guests?
27. 95+5=100 divided by 150-25=125=80%
Code of Hammurabi
Reality
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
WHat department is the heart of the hotel?
28. Set of registered hotel guest accounts
What is a guest ledger
When does the night audit begin?
What is...
Owner/operator
29. Issuing the room key
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Tourism
Guest satisfaction
What completes the registration process?
30. Reality < expectations dissatisfied
Tourism
What is a block?
Guest expectations
Chain Management
31. Determines a rooms long term availability
Discuss a weakness of functional organizational design.
What is reservation status?
Reality
Extended stay hotels
32. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Service recovery
ADA
Extended stay hotels
Why do hotels offer discounted rates?
33. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Code of Hammurabi
Net Receipts
Suite hotels and extended stay hotels
What is wash (down)?
34. Where the rich people stayed when traveling in the Roman Empire
Mansio
Why do hotels offer discounted rates?
What is elastic demand?
ADA
35. Service encounters during which service quality is judged; first impression.
Moments of truth
What is displacement?
What is the American Plan?
Room assignment process
36. Difference between 'What should be' and 'what is'
How the hotel size that has the largest percentage
Guest expectations
Over or Short
Forcasted rooms revenue
37. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What is posting?
Net Receipts
What are the differences between a C-Corp. and a REIT?
Who deals with the departure of the guests?
38. 1990; accomodate guests and employees with disabilities
Where will the majority of the global growth take place
ADA
Reality
Moments of truth
39. Less money in cash drawer than should be
Tour package coupons
What is reservation status?
Franchisor
Short
40. China and India
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Who deals with the occupancy of the guest?
ADA
Where will the majority of the global growth take place
41. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
What is a guest account?
Airport hotels
The difference between guest accounts and house accounts ?
What is centralization?
42. Huge capital investment needed. Time to wait on zoning and construction.
What is...
What should be
Merchant discount fee
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
43. Separation between classes of hotels - luxury - mid-scale - economy
Market segmentation
Paying off house vouchers
What is the responsibility of the reservations?
What is corporate rate?
44. When more money is paid out than comes in and the cashier uses his bank for the payment
What is a wide span of control?
Non-guaranteed reservation?
Who is the keys of gold?
Due bank
45. Flat organization/ large number of employees reporting to one supervisor
What are 'fences'?
Forbes 5 star
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
What is a wide span of control?
46. Literally owns and operates hotel
Owner/operator
What is posting?
Net Receipts
Tourism
47. 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
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Caravanseri
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
When would you want to use a minimum LOS control?
48. 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
Merchant discount fee
What are the six steps in the Revenue Management Model?
What is the most used operating ratio?
What is elastic demand?
49. The separation between rich and poor
Market Segmentation
How do u calculate occupancy %?
What is a guest account?
When would you want to use a minimum LOS control?
50. The hotel's standard published rate
What is rack rate?
What is a guest account?
NON REIT Owner
Tourism