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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. City Hotel - NY city
Due bank
When would you want to use a minimum LOS control?
What are the differences between a C-Corp. and a REIT?
What was the first Hotel?

2. To sell every available room at the most profitable rate
What is the responsibility of the reservations?
What is a guest folio?
What is a third-party distribution company?
Franchisor loading corporation

3. Reservations and non refundable purchases for price sensitive guests versus opposite
How do u calculate occupancy %?
Top down or bottom up
Give an example of a fence used in the hotel industry
What is the difference between an employee and an associate?

4. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day
What completes the registration process?
What is reservation status?
TShe income Audit
What are the six steps in the Revenue Management Model?

5. Reality < expectations dissatisfied
What was the first Hotel?
Guest expectations
What is corporate rate?
Confirmed reservation?

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

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7. Hotel holds room until 4 or 6
Due bank
Non-guaranteed reservation?
Extended stay hotels
Paying off house vouchers

8. FD/PBX
What is the American Plan?
Who deals with the occupancy of the guest?
Chain Management
Mansio

9. Determines a rooms long term availability
When are lodging analysts bullish on hotel stocks?
Cut off date?
NON REIT Owner
What is reservation status?

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

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11. 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
Taberna
What is the average daily rate?
10000 rooms revenue. Sold 95 rooms with 5 comps
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.

12. Negotiated based on number of rooms
Modified American Plan
What is group rate?
When does the night audit begin?
Service recovery

13. Encourages department performance instead of the main goal which is overall hotel performance
What is posting?
NON REIT Owner
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?

14. Owns hotels affiliated with chain brands
Code of Hammurabi
Chain Management
What is a guest ledger
NON REIT Owner

15. No difference - just sounds nicer
How do you calculate the % of no shows?
Paying off the due bank
Suite hotels and extended stay hotels
What is the difference between an employee and an associate?

16. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Who deals with the departure of the guests?
What was the first Inn?
Confirmed reservation?
What are 'fences'?

17. Determines a rooms short term availability
How to calculate average room rate?
Who deals with the departure of the guests?
What is housekeeping status?
Top down or bottom up

18. Luxury - upper-upscale - upscale
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
Room assignment process
How do u calculate occupancy %?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

19. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
Moments of truth
Reality
Owner/operator

20. Reservations
What is the most used operating ratio?
Who deal with the pre arrival of the guests?
Suite hotels
What are the six steps in the Revenue Management Model?

21. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
What is the American Plan?
What is the difference between an employee and an associate?
Caravanseri
Market Segmentation

22. Reality > expectations 'thrilled'
What is booked mean?
What completes the registration process?
Reality
What is a guest folio?

23. Cash according to accounts
Discuss a weakness of functional organizational design.
What should be
What is a guest ledger
The difference between guest accounts and house accounts ?

24. Number of rooms occupied divided by number of rooms available
Tour package coupons
Short
How do u calculate occupancy %?
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?

25. Occupancy %
Who is the keys of gold?
Moments of truth
Dimensions of Service Quality
What is the most used operating ratio?

26. Cashier (FD)/ uniformed services
What is corporate rate?
When does the night audit begin?
Confirmed reservation?
Who deals with the departure of the guests?

27. Very sensitive to price. Leisure travel market
Give an example of a fence used in the hotel industry
Due bank
What is elastic demand?
What are the differences between a C-Corp. and a REIT?

28. Not sensitive to price. Business travel market
Paying off the due bank
What is booked mean?
What is inelastic demand?
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?

29. 95+5=100 divided by 150-25=125=80%
When does the night audit begin?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
WHat department is the heart of the hotel?
Franchisor loading corporation

30. Concierge/bellstaff
Short
What is a block?
What is inelastic demand?
Who is the keys of gold?

31. 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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32. 1990; accomodate guests and employees with disabilities
Where will the majority of the global growth take place
Owner/operator
Room assignment process
ADA

33. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Give an example of a fence used in the hotel industry
How do u calculate occupancy %?
What are the differences between a C-Corp. and a REIT?

34. 10000 divided by 95 + 5=10000 divided by 100=100$
What is displacement?
10000 rooms revenue. Sold 95 rooms with 5 comps
Modified American Plan
Who deals with the occupancy of the guest?

35. Rooms department revenue divided by expected number of rooms sold
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is the American Plan?
How to calculate average room rate?
Confirmed reservation?

36. A number of rooms set aside for a group
Franchisor loading corporation
Who deals with the departure of the guests?
What is a block?
Forcasted rooms revenue

37. True
Distribution of the reports is the final step in night audit process?
Merchant discount fee
Float Losses
Chain Management

38. Reality = expectations satisfied
What are 'fences'?
Guest satisfaction
What is a wide span of control?
What is elastic demand?

39. A statement of all transactions that affect the balance of an account
What are the differences between a C-Corp. and a REIT?
Suite hotels and extended stay hotels
Net Receipts
What is a guest folio?

40. Under 150 rooms
What was the first Hotel?
Non-collectible account
How the hotel size that has the largest percentage
What is a guest folio?

41. Housekeeping status differs from front desk status
What is rack rate?
NON REIT Owner
What is Room status discrepancy ?
What is wash (down)?

42. Coupons used by members of tour groups to pay for meals etc...
Is there really such a thing as a six or seven star hotel?
Suite hotels and extended stay hotels
Tour package coupons
Guest satisfaction

43. Owns the hotel but retains a chain or independent management company to operate the property
What is the American Plan?
NON REIT Owner
Franchisor loading corporation
Market segmentation

44. The retention of decision making authority by a high level manager
What is Room status discrepancy ?
What is housekeeping status?
Role of management
What is centralization?

45. Actual cash in dollars and cents in the cash drawer
What is posting?
Confirmed reservation?
Extended stay hotels
What is...

46. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
What is the difference between an employee and an associate?
Moments of truth
Tourism
What should be

47. Appeal to both business and leisure travelers
How do u calculate occupancy %?
What is...
The difference between guest accounts and house accounts ?
Suite hotels and extended stay hotels

48. Expedia or Orbitz
What is a block?
What is a guest folio?
When would you want to use a minimum LOS control?
What is a third-party distribution company?

49. More money in cash drawer than should be
When are lodging analysts bullish on hotel stocks?
Over
Who deals with the occupancy of the guest?
Role of management

50. Housekeeping
Where will the majority of the global growth take place
What is the largest department?
Suite hotels and extended stay hotels
Who deals with the occupancy of the guest?