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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 holds room until 4 or 6
Discuss a weakness of functional organizational design.
Non-guaranteed reservation?
Extended stay hotels
ADA
2. Not sensitive to price. Business travel market
Service recovery
Paying off house vouchers
What is inelastic demand?
What is a narrow span of control?
3. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms
What is a narrow span of control?
Over
Top down or bottom up
Merchant discount fee
4. Housekeeping
Modified American Plan
Who is the keys of gold?
What is a wide span of control?
What is the largest department?
5. Reality > expectations 'thrilled'
What should be
Reality
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?
What is a wide span of control?
6. Issuing the room key
What completes the registration process?
Owner/operator
WHat department is the heart of the hotel?
What is Room status discrepancy ?
7. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate
Who deals with the occupancy of the guest?
Cut off date?
Paying off house vouchers
What is yield statistoc?
8. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Service recovery
What is inelastic demand?
When are lodging analysts bullish on hotel stocks?
What is a block?
9. China and India
Where will the majority of the global growth take place
What is yield statistoc?
Suite hotels and extended stay hotels
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
10. Less money in cash drawer than should be
Short
Code of Hammurabi
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
NON REIT Owner
11. Flat organization/ large number of employees reporting to one supervisor
The difference between guest accounts and house accounts ?
What is a wide span of control?
Who deal with the pre arrival of the guests?
WHat department is the heart of the hotel?
12. Encourages department performance instead of the main goal which is overall hotel performance
Discuss a weakness of functional organizational design.
Service recovery
Independent Management Company
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
13. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Suite hotels and extended stay hotels
What was the first Inn?
Dimensions of Service Quality
Suite hotels
14. 10000 divided by 95 + 5=10000 divided by 100=100$
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
When would you want to use a minimum LOS control?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is group rate?
15. Reality = expectations satisfied
What is yield statistoc?
What is corporate rate?
Guest satisfaction
Forbes 5 star
16. FD/PBX
Franchisor loading corporation
What is a guest account?
What is elastic demand?
Who deals with the occupancy of the guest?
17. 70% occupancy - each room category is occupied at 70%.
Ideal Room Rate
What is a third-party distribution company?
Market segmentation
Suite hotels
18. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines
What are the differences between a C-Corp. and a REIT?
Franchisor
Non-collectible account
Extended stay hotels
19. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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20. # of room no shows divided by # of room reservations
Who deals with the occupancy of the guest?
Discuss a weakness of functional organizational design.
How do you calculate the % of no shows?
Where will the majority of the global growth take place
21. Reservations
Who deal with the pre arrival of the guests?
What is group rate?
Dimensions of Service Quality
Discuss a weakness of functional organizational design.
22. Tall organization/ small number of employees report to a supervisor
Service recovery
Guest expectations
What is a narrow span of control?
Who deals with the occupancy of the guest?
23. Harder to get than 5 diamond
What is wash (down)?
Forbes 5 star
Confirmed reservation?
What is a narrow span of control?
24. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati
European Plan
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Non-collectible account
Airport hotels
25. Luxury - upper-upscale - upscale
How the hotel size that has the largest percentage
What should be
Franchisor
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
26. 6%? look up
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Merchant discount fee
Paying off house vouchers
What is decentralization?
27. Rooms revenue divided by number of rooms sold
What is the average daily rate?
What is a wide span of control?
Guest satisfaction
How do u calculate occupancy %?
28. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking
NON REIT Owner
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is displacement?
When would you want to use a minimum LOS control?
29. Reversal of problem; solving the problem and retaining the goodwill of the customer.
What is rack rate?
What should be
Tourism
Service recovery
30. Where the poorer people stayed when traveling in the Roman Empire
Taberna
Is there really such a thing as a six or seven star hotel?
What is housekeeping status?
WHat department is the heart of the hotel?
31. Date when group blocked rooms return to hotel room inventory
What is posting?
Room assignment process
Franchisor
Cut off date?
32. Separation between classes of hotels - luxury - mid-scale - economy
Market segmentation
TShe income Audit
Forcasted rooms revenue
Who deals with the arrival of guests?
33. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What is decentralization?
Caravanseri
What is inelastic demand?
What is yield statistoc?
34. The first place where a lot of people could stay overnight and keep all their animals etc
Airport hotels
Caravanseri
Over or Short
What is elastic demand?
35. 1990; accomodate guests and employees with disabilities
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What is a block?
ADA
When does the night audit begin?
36. Cash according to accounts
What was the first Hotel?
What should be
What is housekeeping status?
What is a narrow span of control?
37. Difference between 'What should be' and 'what is'
How do u calculate occupancy %?
What is the American Plan?
When would you want to use a minimum LOS control?
Over or Short
38. A number of rooms set aside for a group
What completes the registration process?
Paying off house vouchers
Moments of truth
What is a block?
39. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants
Airport hotels
TShe income Audit
Who deals with the arrival of guests?
When does the night audit begin?
40. Blocking fewer rooms than requested by the group based on past history
When would you want to use a minimum LOS control?
What is a narrow span of control?
Non-collectible account
What is wash (down)?
41. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.
Short
Franchisor loading corporation
TShe income Audit
ADA
42. Provided to frequent business guests
How to calculate average room rate?
Role of management
What is corporate rate?
What was the first Inn?
43. Owns hotel brands and sells the right to use them
What is a third-party distribution company?
Franchisor
What are 'fences'?
Who deals with the occupancy of the guest?
44. Concierge/bellstaff
Who is the keys of gold?
ADA
Non-guaranteed reservation?
10000 rooms revenue. Sold 95 rooms with 5 comps
45. Service encounters during which service quality is judged; first impression.
Moments of truth
What is the most used operating ratio?
When are lodging analysts bullish on hotel stocks?
Float Losses
46. Huge capital investment needed. Time to wait on zoning and construction.
What is a guaranteed reservation?
Suite hotels
Extended stay hotels
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
47. Number of rooms occupied divided by number of rooms available
Where will the majority of the global growth take place
Moments of truth
Independent Management Company
How do u calculate occupancy %?
48. Rooms available X occupancy percentage X Average daily rate
Who deal with the pre arrival of the guests?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
Forcasted rooms revenue
Float Losses
49. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
What is Room status discrepancy ?
Give an example of a fence used in the hotel industry
WHat department is the heart of the hotel?
Tourism
50. A collection of all transactions incurred by a guest.
What is a guest account?
Airport hotels
Top down or bottom up
What should be
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