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Hotel Operations Management

Instructions:

Answer 50 questions in 15 minutes.
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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. Appeal to both business and leisure travelers
Confirmed reservation?
10000 rooms revenue. Sold 95 rooms with 5 comps
Suite hotels and extended stay hotels
What was the first Hotel?

2. If the bill is not paid - hotel cannot recover tip already paid out
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Non-collectible account
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

3. Rooms department revenue divided by expected number of rooms sold
How to calculate average room rate?
What is a guaranteed reservation?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Franchisor

4. A number of rooms set aside for a group
What is decentralization?
Net Receipts
What is a block?
Tourism

5. Flat organization/ large number of employees reporting to one supervisor
What is a wide span of control?
What is elastic demand?
Who deals with the occupancy of the guest?
Net Receipts

6. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Paying off the due bank
What completes the registration process?
Confirmed reservation?
When are lodging analysts bullish on hotel stocks?

7. 'end of day'
Market Segmentation
When does the night audit begin?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
How the hotel size that has the largest percentage

8. Housekeeping status differs from front desk status
Distribution of the reports is the final step in night audit process?
Suite hotels and extended stay hotels
Tour package coupons
What is Room status discrepancy ?

9. Owns hotels affiliated with chain brands
TShe income Audit
Forcasted rooms revenue
The difference between guest accounts and house accounts ?
Chain Management

10. The difference between money taken in and paid out
Non-collectible account
Paying off house vouchers
Net Receipts
Who deal with the pre arrival of the guests?

11. Determines a rooms short term availability
When would you want to use a minimum LOS control?
What is the largest department?
What is a guest account?
What is housekeeping status?

12. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Taberna
Short
When are lodging analysts bullish on hotel stocks?
Non-collectible account

13. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
When would you want to use a minimum LOS control?
What is group rate?
Tourism
Guest satisfaction

14. The hotel's standard published rate
What is rack rate?
What is the average daily rate?
What was the first Inn?
The difference between guest accounts and house accounts ?

15. Reservations
What is booked mean?
Paying off the due bank
What is corporate rate?
Who deal with the pre arrival of the guests?

16. 6%? look up
Due bank
How to calculate average room rate?
Short
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

17. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
What is the average daily rate?
Guest expectations
Suite hotels
Who deals with the occupancy of the guest?

18. Occupancy %
What is a guest account?
What is a guaranteed reservation?
What is the most used operating ratio?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.

19. Where the poorer people stayed when traveling in the Roman Empire
What is a block?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Taberna
What is Room status discrepancy ?

20. Luxury - upper-upscale - upscale
Guest expectations
Extended stay hotels
Airport hotels
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue

21. 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 lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Who deals with the departure of the guests?
Moments of truth
Paying off the due bank

22. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Independent Management Company
What is a third-party distribution company?
Merchant discount fee
Code of Hammurabi

23. Front Desk
Franchisor loading corporation
WHat department is the heart of the hotel?
What is the most used operating ratio?
When would you want to use a minimum LOS control?

24. Coupons used by members of tour groups to pay for meals etc...
Suite hotels
Tour package coupons
What is a guest folio?
Market Segmentation

25. Tall organization/ small number of employees report to a supervisor
Net Receipts
What is a guest ledger
Non-guaranteed reservation?
What is a narrow span of control?

26. Housekeeping
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?
What is the largest department?
What is a guest ledger
What is reservation status?

27. Issuing the room key
What is yield statistoc?
What is the difference between an employee and an associate?
What completes the registration process?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.

28. 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 should be
What are the six steps in the Revenue Management Model?
What is a guaranteed reservation?
What is a guest folio?

29. Address expectations and reality with honest advertising and training employees 'over delivery'
Role of management
10000 rooms revenue. Sold 95 rooms with 5 comps
Over or Short
Room assignment process

30. Cashier (FD)/ uniformed services
What is a guaranteed reservation?
Who deals with the departure of the guests?
How do you calculate the % of no shows?
What is the difference between an employee and an associate?

31. Travelers who intend to stay five days or longer and required reduced hotel services
Extended stay hotels
Why do hotels offer discounted rates?
What is...
Airport hotels

32. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories

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33. Negotiated based on number of rooms
How do you calculate the % of no shows?
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
Market Segmentation
What is group rate?

34. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Merchant discount fee
Room assignment process
What is a guest folio?
How to calculate average room rate?

35. Provided to frequent business guests
What is housekeeping status?
Guest expectations
Non-collectible account
What is corporate rate?

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

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37. Less money in cash drawer than should be
Owner/operator
Short
Why do hotels offer discounted rates?
What should be

38. Blocking fewer rooms than requested by the group based on past history
Confirmed reservation?
Reality
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is wash (down)?

39. 1990; accomodate guests and employees with disabilities
ADA
Tour package coupons
What is corporate rate?
What is decentralization?

40. China and India
Franchisor
Where will the majority of the global growth take place
What is elastic demand?
Cut off date?

41. Where the rich people stayed when traveling in the Roman Empire
Tour package coupons
Net Receipts
Service recovery
Mansio

42. Blocking/pre-assigning rooms
What is displacement?
What is the American Plan?
Net Receipts
Room assignment process

43. Reservations and non refundable purchases for price sensitive guests versus opposite
Cut off date?
Give an example of a fence used in the hotel industry
Room assignment process
What is a narrow span of control?

44. Rooms actually reserved by group members
What is a narrow span of control?
Over
What are the differences between a C-Corp. and a REIT?
What is booked mean?

45. Expedia or Orbitz
Net Receipts
Float Losses
What is a third-party distribution company?
What is centralization?

46. Concierge/bellstaff
What is booked mean?
Who is the keys of gold?
What is a third-party distribution company?
The difference between guest accounts and house accounts ?

47. Difference between 'What should be' and 'what is'
What is wash (down)?
What is the most used operating ratio?
Over or Short
What is a guest account?

48. Actual cash in dollars and cents in the cash drawer
What is group rate?
Suite hotels and extended stay hotels
What is...
What is centralization?

49. 10000 divided by 95 + 5=10000 divided by 100=100$
What is a third-party distribution company?
Short
What are the six steps in the Revenue Management Model?
10000 rooms revenue. Sold 95 rooms with 5 comps

50. Reality < expectations dissatisfied
What should be
What is a guest folio?
Modified American Plan
Guest expectations