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Test your basic knowledge |
Hotel Operations Management
Start Test
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. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
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2. An organization member has the right to make a decision without obtaining approval from a higher level manager.
What completes the registration process?
What is decentralization?
Is there really such a thing as a six or seven star hotel?
What is rack rate?
3. No difference - just sounds nicer
Modified American Plan
What is the difference between an employee and an associate?
Non-collectible account
Suite hotels
4. City Hotel - NY city
Merchant discount fee
What is posting?
What is booked mean?
What was the first Hotel?
5. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
When does the night audit begin?
10000 rooms revenue. Sold 95 rooms with 5 comps
Due bank
6. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
Market segmentation
What is a block?
Discuss a weakness of functional organizational design.
7. Provided to frequent business guests
Short
WHat department is the heart of the hotel?
What is corporate rate?
What was the first Inn?
8. The separation between rich and poor
NON REIT Owner
Who is the keys of gold?
Market Segmentation
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
9. More money in cash drawer than should be
Moments of truth
What is yield statistoc?
Over
Non-guaranteed reservation?
10. Address expectations and reality with honest advertising and training employees 'over delivery'
Role of management
What is corporate rate?
Ideal Room Rate
Over
11. Tall organization/ small number of employees report to a supervisor
What is a narrow span of control?
What was the first Inn?
What is wash (down)?
Tour package coupons
12. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Extended stay hotels
Service recovery
Code of Hammurabi
What is centralization?
13. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity
Chain Management
When are lodging analysts bullish on hotel stocks?
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 %?
14. Difference between 'What should be' and 'what is'
Over or Short
How do u calculate occupancy %?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
Guest expectations
15. A number of rooms set aside for a group
What is a block?
When would you want to use a minimum LOS control?
What is wash (down)?
What is inelastic demand?
16. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
Over or Short
European Plan
Paying off the due bank
The difference between guest accounts and house accounts ?
17. Rooms actually reserved by group members
What is decentralization?
What is inelastic demand?
What is booked mean?
Franchisor loading corporation
18. True
Distribution of the reports is the final step in night audit process?
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
What is the American Plan?
What is a wide span of control?
19. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
Who deals with the departure of the guests?
Guest satisfaction
Franchisor
Confirmed reservation?
20. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)
Caravanseri
Who deal with the pre arrival of the guests?
Who is the keys of gold?
Suite hotels
21. The process of recording transactions onto a folio
Who deal with the pre arrival of the guests?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is posting?
Code of Hammurabi
22. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Tour package coupons
Short
Owner/operator
Tourism
23. Reality = expectations satisfied
What completes the registration process?
The difference between guest accounts and house accounts ?
What is yield statistoc?
Guest satisfaction
24. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
What are the differences between a C-Corp. and a REIT?
Over or Short
Extended stay hotels
25. Owns hotel brands and sells the right to use them
Franchisor
Airport hotels
What is a guaranteed reservation?
Who deals with the occupancy of the guest?
26. The first place where a lot of people could stay overnight and keep all their animals etc
What is a guest account?
Short
Caravanseri
What is wash (down)?
27. Cash according to accounts
What is a guest folio?
When would you want to use a minimum LOS control?
What should be
What is the responsibility of the reservations?
28. Hotel holds room until 4 or 6
Suite hotels and extended stay hotels
Mansio
Non-guaranteed reservation?
What is inelastic demand?
29. Determines a rooms short term availability
Confirmed reservation?
What is housekeeping status?
What are the differences between a C-Corp. and a REIT?
Role of management
30. 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
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
10000 rooms revenue. Sold 95 rooms with 5 comps
Distribution of the reports is the final step in night audit process?
31. Tangibles - reliability - responsiveness - assurance and empathy
What is posting?
Dimensions of Service Quality
What is yield statistoc?
Confirmed reservation?
32. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
When would you want to use a minimum LOS control?
What is the American Plan?
Airport hotels
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
33. 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 the American Plan?
Non-collectible account
Net Receipts
What are the six steps in the Revenue Management Model?
34. Retained to manage a hotel on behalf of the owner
What should be
Dimensions of Service Quality
Independent Management Company
Mansio
35. 1990; accomodate guests and employees with disabilities
ADA
What is the largest department?
Airport hotels
What is inelastic demand?
36. Room and meals are separate
What is housekeeping status?
What is a guest ledger
European Plan
What is booked mean?
37. Turning away free independent traveler guests for lack of rooms due to group business
What is a guest ledger
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
What is booked mean?
What is displacement?
38. Separation between classes of hotels - luxury - mid-scale - economy
Market segmentation
Tour package coupons
Merchant discount fee
Extended stay hotels
39. Date when group blocked rooms return to hotel room inventory
What completes the registration process?
Cut off date?
How do you calculate the % of no shows?
Airport hotels
40. Literally owns and operates hotel
Owner/operator
What is the largest department?
Suite hotels and extended stay hotels
Reality
41. # of room no shows divided by # of room reservations
How the hotel size that has the largest percentage
Give an example of a fence used in the hotel industry
How do you calculate the % of no shows?
What is group rate?
42. Where the poorer people stayed when traveling in the Roman Empire
Net Receipts
Discuss a weakness of functional organizational design.
Cut off date?
Taberna
43. Harder to get than 5 diamond
What is a guest folio?
What is housekeeping status?
Franchisor
Forbes 5 star
44. Logical rational rules designed to allow customers to segment themselves into appropriate rate categories
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45. Uniformed services/FD
What are 'fences'?
Paying off the due bank
What is the responsibility of the reservations?
Who deals with the arrival of guests?
46. When more money is paid out than comes in and the cashier uses his bank for the payment
Independent Management Company
What is displacement?
Who is the keys of gold?
Due bank
47. Coles Ordinary
Guest expectations
The hotel classifications that make up 7% of all hotels but make 36% of all hotel revenue
What was the first Inn?
What are the differences between a C-Corp. and a REIT?
48. Encourages department performance instead of the main goal which is overall hotel performance
What is the average daily rate?
What is the most used operating ratio?
What is inelastic demand?
Discuss a weakness of functional organizational design.
49. Huge capital investment needed. Time to wait on zoning and construction.
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
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.
Extended stay hotels
50. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
What is a guaranteed reservation?
What was the first Inn?
When does the night audit begin?
Suite hotels