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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. Where the poorer people stayed when traveling in the Roman Empire
Who is the keys of gold?
What is displacement?
Taberna
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.

2. Address expectations and reality with honest advertising and training employees 'over delivery'
Forcasted rooms revenue
Top down or bottom up
TShe income Audit
Role of management

3. Reservations and non refundable purchases for price sensitive guests versus opposite
Paying off the due bank
What is centralization?
Give an example of a fence used in the hotel industry
NON REIT Owner

4. Encourages department performance instead of the main goal which is overall hotel performance
Merchant discount fee
Ideal Room Rate
Discuss a weakness of functional organizational design.
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?

5. 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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6. Room + 2 meals
Modified American Plan
What is a guest ledger
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Taberna

7. Hotel holds room until 4 or 6
Service recovery
How the hotel size that has the largest percentage
Paying off the due bank
Non-guaranteed reservation?

8. Cash according to accounts
What should be
Franchisor loading corporation
What is rack rate?
Who deals with the occupancy of the guest?

9. Tall organization/ small number of employees report to a supervisor
Cut off date?
What is a narrow span of control?
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?
Suite hotels and extended stay hotels

10. 70% occupancy - each room category is occupied at 70%.
When does the night audit begin?
Over
Ideal Room Rate
Tour package coupons

11. More money in cash drawer than should be
Where will the majority of the global growth take place
Over
What was the first Inn?
WHat department is the heart of the hotel?

12. Housekeeping
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is the largest department?
Tourism
What is the difference between an employee and an associate?

13. Difference between 'What should be' and 'what is'
What is decentralization?
What is the most used operating ratio?
Non-guaranteed reservation?
Over or Short

14. Luxury - upper-upscale - upscale
How do you calculate the % of no shows?
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What is the difference between an employee and an associate?
Over

15. Less money in cash drawer than should be
Short
What is a guest account?
Suite hotels and extended stay hotels
The difference between guest accounts and house accounts ?

16. Issuing the room key
What completes the registration process?
Room assignment process
Airport hotels
Non-guaranteed reservation?

17. City Hotel - NY city
What is housekeeping status?
What was the first Hotel?
ADA
Taberna

18. Owns hotels affiliated with chain brands
Role of management
When would you want to use a minimum LOS control?
Suite hotels and extended stay hotels
Chain Management

19. Turning away free independent traveler guests for lack of rooms due to group business
What is displacement?
What is booked mean?
Owner/operator
Role of management

20. No difference - just sounds nicer
What is the largest department?
Franchisor
What is the difference between an employee and an associate?
Forcasted rooms revenue

21. The hotel's standard published rate
Forbes 5 star
What should be
What is a third-party distribution company?
What is rack rate?

22. If the bill is not paid - hotel cannot recover tip already paid out
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
What is decentralization?
Non-collectible account
Merchant discount fee

23. Reality < expectations dissatisfied
Guest expectations
Paying off the due bank
Short
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?

24. Housekeeping status differs from front desk status
What is corporate rate?
Over or Short
Who deal with the pre arrival of the guests?
What is Room status discrepancy ?

25. 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
Reality
What are the six steps in the Revenue Management Model?
Who deals with the arrival of guests?

26. Provided to frequent business guests
Float Losses
The difference between guest accounts and house accounts ?
What is corporate rate?
What is a guest account?

27. Room and meals are separate
What is posting?
European Plan
What is the most used operating ratio?
What is the difference between an employee and an associate?

28. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
How to calculate average room rate?
What is the American Plan?
Non-collectible account
Paying off house vouchers

29. Where the rich people stayed when traveling in the Roman Empire
Code of Hammurabi
How do you calculate the % of no shows?
Mansio
What is posting?

30. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
Mansio
When would you want to use a minimum LOS control?
Suite hotels
Reality

31. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What was the first Hotel?
TShe income Audit
What is a wide span of control?
What are the differences between a C-Corp. and a REIT?

32. Tangibles - reliability - responsiveness - assurance and empathy
Extended stay hotels
Dimensions of Service Quality
Service recovery
Who deals with the occupancy of the guest?

33. True
Room assignment process
Who is the keys of gold?
Distribution of the reports is the final step in night audit process?
How to calculate average room rate?

34. 1990; accomodate guests and employees with disabilities
ADA
Who is the keys of gold?
What is Room status discrepancy ?
Where will the majority of the global growth take place

35. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
What is a wide span of control?
Code of Hammurabi
What is the responsibility of the reservations?
How do u calculate occupancy %?

36. Harder to get than 5 diamond
Forbes 5 star
What is displacement?
Ideal Room Rate
What is group rate?

37. Set of registered hotel guest accounts
Who deal with the pre arrival of the guests?
What is a guest ledger
Guest expectations
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

38. When more money is paid out than comes in and the cashier uses his bank for the payment
What are the six steps in the Revenue Management Model?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
10000 rooms revenue. Sold 95 rooms with 5 comps
Due bank

39. An organization member has the right to make a decision without obtaining approval from a higher level manager.
How do you calculate the % of no shows?
What is decentralization?
Over
What is housekeeping status?

40. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
10000 rooms revenue. Sold 95 rooms with 5 comps
Tour package coupons
Top down or bottom up
Market segmentation

41. The first place where a lot of people could stay overnight and keep all their animals etc
Forbes 5 star
Caravanseri
What is posting?
What is group rate?

42. 95+5=100 divided by 150-25=125=80%
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
Modified American Plan
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Over or Short

43. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
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?
What is a guaranteed reservation?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

44. Determines a rooms long term availability
What is displacement?
Tour package coupons
What is decentralization?
What is reservation status?

45. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
WHat department is the heart of the hotel?
What is displacement?
Paying off house vouchers
Guest expectations

46. The process of recording transactions onto a folio
What is posting?
Chain Management
Service recovery
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?

47. Expedia or Orbitz
What is a narrow span of control?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
When would you want to use a minimum LOS control?
What is a third-party distribution company?

48. 10000 divided by 95 + 5=10000 divided by 100=100$
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
When does the night audit begin?
Non-collectible account
10000 rooms revenue. Sold 95 rooms with 5 comps

49. A number of rooms set aside for a group
What is a block?
Where will the majority of the global growth take place
How do you calculate the % of no shows?
Short

50. Blocking fewer rooms than requested by the group based on past history
Taberna
Who is the keys of gold?
What is wash (down)?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.