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. Reality < expectations dissatisfied






2. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






3. Housekeeping






4. Determines a rooms short term availability






5. Reality > expectations 'thrilled'






6. Separation between classes of hotels - luxury - mid-scale - economy






7. Rooms department revenue divided by expected number of rooms sold






8. Harder to get than 5 diamond






9. 'end of day'






10. Not sensitive to price. Business travel market






11. Where the rich people stayed when traveling in the Roman Empire






12. 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






13. Actual cash in dollars and cents in the cash drawer






14. 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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15. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






16. Negotiated based on number of rooms






17. If the bill is not paid - hotel cannot recover tip already paid out






18. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day






19. Date when group blocked rooms return to hotel room inventory






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






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






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






23. Hotel holds room until 4 or 6






24. The process of recording transactions onto a folio






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






26. To sell every available room at the most profitable rate






27. Huge capital investment needed. Time to wait on zoning and construction.






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






29. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






30. Cash according to accounts






31. A number of rooms set aside for a group






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






33. Rooms available X occupancy percentage X Average daily rate






34. Under 150 rooms






35. FD/PBX






36. Occupancy %






37. Appeal to both business and leisure travelers






38. 1990; accomodate guests and employees with disabilities






39. Service encounters during which service quality is judged; first impression.






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






41. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






42. Housekeeping status differs from front desk status






43. Owns hotels affiliated with chain brands






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






45. Tangibles - reliability - responsiveness - assurance and empathy






46. Actual rooms revenue divided by potential rooms revenue






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






48. Luxury - upper-upscale - upscale






49. Front Desk






50. Owns the hotel but retains a chain or independent management company to operate the property