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Test your basic knowledge |
Hotel Operations Management
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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. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
What is Room status discrepancy ?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What was the first Inn?
Confirmed reservation?
2. Set of registered hotel guest accounts
What is a guaranteed reservation?
What is a narrow span of control?
What is a guest ledger
Service recovery
3. Under 150 rooms
Moments of truth
How the hotel size that has the largest percentage
Forcasted rooms revenue
When would you want to use a minimum LOS control?
4. Blocking fewer rooms than requested by the group based on past history
Confirmed reservation?
What is wash (down)?
Paying off the due bank
Short
5. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
Mansio
Confirmed reservation?
Who deals with the occupancy of the guest?
What are the differences between a C-Corp. and a REIT?
6. Means to expand quickly with little capital -collect franchise fees
Guest satisfaction
What is rack rate?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a narrow span of control?
7. Actual cash in dollars and cents in the cash drawer
Non-guaranteed reservation?
Guest satisfaction
What is...
Extended stay hotels
8. 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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9. Determines a rooms short term availability
Merchant discount fee
Owner/operator
Discuss a weakness of functional organizational design.
What is housekeeping status?
10. No difference - just sounds nicer
Discuss a weakness of functional organizational design.
What is the difference between an employee and an associate?
What is rack rate?
What are the six steps in the Revenue Management Model?
11. Luxury - upper-upscale - upscale
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Cut off date?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
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
12. Tall organization/ small number of employees report to a supervisor
Franchisor loading corporation
What is wash (down)?
What is a narrow span of control?
Why do hotels offer discounted rates?
13. The difference between money taken in and paid out
Tourism
Net Receipts
Who deals with the departure of the guests?
What is wash (down)?
14. Where the poorer people stayed when traveling in the Roman Empire
Tour package coupons
Taberna
Franchisor
European Plan
15. Cash according to accounts
What is centralization?
What is inelastic demand?
When would you want to use a minimum LOS control?
What should be
16. Front Desk
How to calculate average room rate?
WHat department is the heart of the hotel?
Taberna
What is corporate rate?
17. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Suite hotels
Market Segmentation
ADA
NON REIT Owner
18. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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19. Flat organization/ large number of employees reporting to one supervisor
WHat department is the heart of the hotel?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a wide span of control?
When does the night audit begin?
20. 1990; accomodate guests and employees with disabilities
Code of Hammurabi
What are 'fences'?
ADA
Who deals with the occupancy of the guest?
21. The first place where a lot of people could stay overnight and keep all their animals etc
When are lodging analysts bullish on hotel stocks?
Caravanseri
Non-guaranteed reservation?
Market Segmentation
22. Date when group blocked rooms return to hotel room inventory
What is a narrow span of control?
Cut off date?
Owner/operator
Guest satisfaction
23. China and India
Where will the majority of the global growth take place
What is a guest account?
Float Losses
What are 'fences'?
24. Retained to manage a hotel on behalf of the owner
How to calculate average room rate?
Independent Management Company
Non-collectible account
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
25. Rooms revenue divided by number of rooms sold
When would you want to use a minimum LOS control?
What is the average daily rate?
Modified American Plan
Suite hotels and extended stay hotels
26. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
10000 rooms revenue. Sold 95 rooms with 5 comps
Confirmed reservation?
Guest expectations
Tourism
27. 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
Tourism
When would you want to use a minimum LOS control?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
How do you calculate the % of no shows?
28. Issuing the room key
Franchisor
What completes the registration process?
What is a wide span of control?
Suite hotels
29. A collection of all transactions incurred by a guest.
What is a guest account?
When does the night audit begin?
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?
Moments of truth
30. The hotel's standard published rate
What is rack rate?
Service recovery
Chain Management
What is the difference between an employee and an associate?
31. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
Caravanseri
Net Receipts
What is a third-party distribution company?
The difference between guest accounts and house accounts ?
32. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
TShe income Audit
When would you want to use a minimum LOS control?
What is a guest account?
What is a guaranteed reservation?
33. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a wide span of control?
Give an example of a fence used in the hotel industry
What is reservation status?
What is a guaranteed reservation?
34. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What is elastic demand?
TShe income Audit
What is rack rate?
What should be
35. Rooms available X occupancy percentage X Average daily rate
Forcasted rooms revenue
Distribution of the reports is the final step in night audit process?
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Franchisor
36. Reality > expectations 'thrilled'
Who deals with the occupancy of the guest?
Reality
Confirmed reservation?
Taberna
37. Coupons used by members of tour groups to pay for meals etc...
TShe income Audit
Tour package coupons
Dimensions of Service Quality
What is Room status discrepancy ?
38. Owns the hotel but retains a chain or independent management company to operate the property
Reality
Over
Is there really such a thing as a six or seven star hotel?
NON REIT Owner
39. To sell every available room at the most profitable rate
Discuss a weakness of functional organizational design.
What is the responsibility of the reservations?
What is corporate rate?
What was the first Hotel?
40. A number of rooms set aside for a group
What is the most used operating ratio?
What was the first Hotel?
What is a block?
What is a guaranteed reservation?
41. When more money is paid out than comes in and the cashier uses his bank for the payment
Due bank
What is posting?
Airport hotels
Owner/operator
42. Service encounters during which service quality is judged; first impression.
Who deals with the arrival of guests?
Is there really such a thing as a six or seven star hotel?
Moments of truth
What is the responsibility of the reservations?
43. True
Distribution of the reports is the final step in night audit process?
What is a third-party distribution company?
Ideal Room Rate
Who deals with the occupancy of the guest?
44. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Merchant discount fee
What is a guest ledger
Airport hotels
How the hotel size that has the largest percentage
45. Room + 2 meals
What is a narrow span of control?
What should be
Top down or bottom up
Modified American Plan
46. Where the rich people stayed when traveling in the Roman Empire
Cut off date?
Dimensions of Service Quality
Mansio
What is the most used operating ratio?
47. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
Code of Hammurabi
NON REIT Owner
What is group rate?
Top down or bottom up
48. Less money in cash drawer than should be
ADA
Forbes 5 star
Short
Role of management
49. Tangibles - reliability - responsiveness - assurance and empathy
Dimensions of Service Quality
Guest satisfaction
European Plan
What is yield statistoc?
50. No - there aren't - it is self proclaimed - not awarded
How the hotel size that has the largest percentage
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Owner/operator
Is there really such a thing as a six or seven star hotel?
Can you answer 50 questions in 15 minutes?
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