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Hotel Operations Management

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. Number of rooms occupied divided by number of rooms available
Non-guaranteed reservation?
What is rack rate?
Market segmentation
How do u calculate occupancy %?

2. Coupons used by members of tour groups to pay for meals etc...
TShe income Audit
Suite hotels and 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
Tour package coupons

3. Room + 2 meals
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Modified American Plan
What is a guaranteed reservation?
What is inelastic demand?

4. Date when group blocked rooms return to hotel room inventory
What is booked mean?
Guest satisfaction
NON REIT Owner
Cut off date?

5. To sell every available room at the most profitable rate
When would you want to use a minimum LOS control?
NON REIT Owner
What is group rate?
What is the responsibility of the reservations?

6. 10000 divided by 95 + 5=10000 divided by 100=100$
What is rack rate?
Tourism
10000 rooms revenue. Sold 95 rooms with 5 comps
Non-guaranteed reservation?

7. Rooms revenue divided by number of rooms sold
Paying off the due bank
Paying off house vouchers
Market Segmentation
What is the average daily rate?

8. The first place where a lot of people could stay overnight and keep all their animals etc
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Caravanseri
Role of management
Who deals with the departure of the guests?

9. 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

10. Very sensitive to price. Leisure travel market
Who deal with the pre arrival of the guests?
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?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is elastic demand?

11. Uniformed services/FD
Franchisor
Give an example of a fence used in the hotel industry
How do u calculate occupancy %?
Who deals with the arrival of guests?

12. Set of registered hotel guest accounts
Net Receipts
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a guest ledger
Hotels are typically organized along functional lines. List three strengths of functional organizational design.

13. FD/PBX
What is the American Plan?
What is yield statistoc?
Who deals with the occupancy of the guest?
Role of management

14. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Modified American Plan
Net Receipts
When would you want to use a minimum LOS control?
Franchisor loading corporation

15. A number of rooms set aside for a group
Discuss a weakness of functional organizational design.
Taberna
What is the difference between an employee and an associate?
What is a block?

16. Reservations
Discuss a weakness of functional organizational design.
NON REIT Owner
Service recovery
Who deal with the pre arrival of the guests?

17. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What are the differences between a C-Corp. and a REIT?
Forbes 5 star
What is the most used operating ratio?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.

18. Owns hotel brands and sells the right to use them
Franchisor
Net Receipts
Ideal Room Rate
Role of management

19. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Modified American Plan
What are the differences between a C-Corp. and a REIT?
What is the responsibility of the reservations?
Paying off house vouchers

20. Means to expand quickly with little capital -collect franchise fees
When are lodging analysts bullish on hotel stocks?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
WHat department is the heart of the hotel?
What was the first Inn?

21. 6%? look up
Chain Management
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is the difference between an employee and an associate?
What is a block?

22. No difference - just sounds nicer
Market Segmentation
What are the differences between a C-Corp. and a REIT?
Modified American Plan
What is the difference between an employee and an associate?

23. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
TShe income Audit
The difference between guest accounts and house accounts ?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Reality

24. Actual rooms revenue divided by potential rooms revenue
Guest expectations
What is yield statistoc?
Taberna
How do you calculate the % of no shows?

25. Cash according to accounts
Mansio
What should be
Guest expectations
What is centralization?

26. Rooms department revenue divided by expected number of rooms sold
Ideal Room Rate
Who is the keys of gold?
How to calculate average room rate?
Non-guaranteed reservation?

27. Harder to get than 5 diamond
Forbes 5 star
WHat department is the heart of the hotel?
What is a narrow span of control?
What is posting?

28. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Market segmentation
Who deals with the arrival of guests?
Merchant discount fee
Mansio

29. If the bill is not paid - hotel cannot recover tip already paid out
Non-collectible account
The difference between guest accounts and house accounts ?
What is displacement?
European Plan

30. Tall organization/ small number of employees report to a supervisor
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a narrow span of control?
What is displacement?
Float Losses

31. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Independent Management Company
What is the American Plan?
Non-collectible account

32. Turning away free independent traveler guests for lack of rooms due to group business
Net Receipts
What is displacement?
Who deals with the arrival of guests?
Franchisor

33. 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
What is a guest ledger
Forcasted rooms revenue
What is wash (down)?
What are the six steps in the Revenue Management Model?

34. Cashier (FD)/ uniformed services
Who deals with the departure of the guests?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Non-collectible account
What is inelastic demand?

35. 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.
Who deal with the pre arrival of the guests?
Suite hotels
What is the average daily rate?

36. Not sensitive to price. Business travel market
What is inelastic demand?
What is...
Confirmed reservation?
10000 rooms revenue. Sold 95 rooms with 5 comps

37. Room and meals are separate
Market segmentation
European Plan
What is corporate rate?
Merchant discount fee

38. Literally owns and operates hotel
Owner/operator
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 American Plan?
What is a narrow span of control?

39. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
What is a guest account?
When are lodging analysts bullish on hotel stocks?
What is reservation status?
Discuss a weakness of functional organizational design.

40. No - there aren't - it is self proclaimed - not awarded
What is a guest ledger
Is there really such a thing as a six or seven star hotel?
Tour package coupons
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

41. 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
When does the night audit begin?
Who deals with the occupancy of the guest?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is decentralization?

42. Service encounters during which service quality is judged; first impression.
Moments of truth
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 completes the registration process?
What is posting?

43. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is Room status discrepancy ?
What is...
What is the difference between an employee and an associate?
What is a guaranteed reservation?

44. China and India
Where will the majority of the global growth take place
What is a wide span of control?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is inelastic demand?

45. 95+5=100 divided by 150-25=125=80%
Who deals with the arrival of guests?
Discuss a weakness of functional organizational design.
Non-collectible account
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

46. City Hotel - NY city
What was the first Hotel?
Over or Short
What is group rate?
Market Segmentation

47. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is displacement?
What is the most used operating ratio?
Moments of truth
Suite hotels

48. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
When would you want to use a minimum LOS control?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Due bank
How do u calculate occupancy %?

49. Reservations and non refundable purchases for price sensitive guests versus opposite
What is wash (down)?
Give an example of a fence used in the hotel industry
Top down or bottom up
Mansio

50. Blocking fewer rooms than requested by the group based on past history
Confirmed reservation?
NON REIT Owner
What is the average daily rate?
What is wash (down)?