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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. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND






2. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






3. A number of rooms set aside for a group






4. Expedia or Orbitz






5. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






6. 95+5=100 divided by 150-25=125=80%






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






8. The process of recording transactions onto a folio






9. 1990; accomodate guests and employees with disabilities






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






11. Coupons used by members of tour groups to pay for meals etc...






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






13. Hotel has to pay fee to VISA or AMEx - but does not reduce tip






14. Less money in cash drawer than should be






15. Negotiated based on number of rooms






16. The first place where a lot of people could stay overnight and keep all their animals etc






17. Reality > expectations 'thrilled'






18. No difference - just sounds nicer






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






20. Cashier (FD)/ uniformed services






21. An organization member has the right to make a decision without obtaining approval from a higher level manager.






22. Rooms actually reserved by group members






23. Appeal to both business and leisure travelers






24. Set of registered hotel guest accounts






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






26. A collection of all transactions incurred by a guest.






27. Uniformed services/FD






28. Very sensitive to price. Leisure travel market






29. China and India






30. Housekeeping






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






32. Room + 2 meals






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


34. Determines a rooms short term availability






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






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






37. Cash according to accounts






38. True






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






40. The difference between money taken in and paid out






41. Reality < expectations dissatisfied






42. Reservations






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






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






45. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






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






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






48. Hotel gets money later - pays employee up-front






49. Reversal of problem; solving the problem and retaining the goodwill of the customer.






50. Retained to manage a hotel on behalf of the owner