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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. When more money is paid out than comes in and the cashier uses his bank for the payment
Due bank
Cut off date?
Market segmentation
What is a guest ledger
2. The first place where a lot of people could stay overnight and keep all their animals etc
Caravanseri
Code of Hammurabi
When does the night audit begin?
Non-collectible account
3. Address expectations and reality with honest advertising and training employees 'over delivery'
What is centralization?
Role of management
Net Receipts
Short
4. Under 150 rooms
How the hotel size that has the largest percentage
Role of management
Who deals with the departure of the guests?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
5. Turning away free independent traveler guests for lack of rooms due to group business
What is displacement?
Suite hotels and extended stay hotels
Merchant discount fee
When are lodging analysts bullish on hotel stocks?
6. Uniformed services/FD
Who deals with the arrival of guests?
What is the most used operating ratio?
Short
What is housekeeping status?
7. A statement of all transactions that affect the balance of an account
What is a guest folio?
Reality
Over or Short
When does the night audit begin?
8. No difference - just sounds nicer
Paying off house vouchers
What is the difference between an employee and an associate?
What is the responsibility of the reservations?
What is the largest department?
9. City Hotel - NY city
Role of management
What was the first Hotel?
Cut off date?
What is the largest department?
10. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
What is group rate?
Paying off the due bank
Who is the keys of gold?
Ideal Room Rate
11. More money in cash drawer than should be
What is Room status discrepancy ?
Service recovery
Over
Market Segmentation
12. # of room no shows divided by # of room reservations
How do you calculate the % of no shows?
What is a block?
What is rack rate?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
13. Housekeeping status differs from front desk status
How do u calculate occupancy %?
What is Room status discrepancy ?
Market Segmentation
Who deal with the pre arrival of the guests?
14. Reality > expectations 'thrilled'
Taberna
Reality
What is posting?
What completes the registration process?
15. Front Desk
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
What is elastic demand?
WHat department is the heart of the hotel?
What is inelastic demand?
16. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality
17. Flat organization/ large number of employees reporting to one supervisor
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a wide span of control?
What is Room status discrepancy ?
Airport hotels
18. The retention of decision making authority by a high level manager
Who deal with the pre arrival of the guests?
What is centralization?
When does the night audit begin?
What are 'fences'?
19. 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
Non-collectible account
Discuss a weakness of functional organizational design.
What are the six steps in the Revenue Management Model?
Over
20. 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?
What is Room status discrepancy ?
Is there really such a thing as a six or seven star hotel?
What is a third-party distribution company?
21. Occupancy %
Market segmentation
What is the responsibility of the reservations?
What is the average daily rate?
What is the most used operating ratio?
22. 70% occupancy - each room category is occupied at 70%.
Who is the keys of gold?
Ideal Room Rate
Tour package coupons
What is a guest account?
23. Cashier (FD)/ uniformed services
What is Room status discrepancy ?
Who deals with the departure of the guests?
What is wash (down)?
What is a wide span of control?
24. Owns hotel brands and sells the right to use them
Reality
Moments of truth
Franchisor
How the hotel size that has the largest percentage
25. 6%? look up
Cut off date?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a narrow span of control?
Who deals with the occupancy of the guest?
26. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
What is the American Plan?
Why do hotels offer discounted rates?
When would you want to use a minimum LOS control?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
27. Reservations and non refundable purchases for price sensitive guests versus opposite
Dimensions of Service Quality
Who deals with the departure of the guests?
Give an example of a fence used in the hotel industry
Chain Management
28. Owns hotels affiliated with chain brands
What is yield statistoc?
What is decentralization?
Chain Management
10000 rooms revenue. Sold 95 rooms with 5 comps
29. Less money in cash drawer than should be
Mansio
Short
Guest satisfaction
Room assignment process
30. The difference between money taken in and paid out
Paying off house vouchers
Net Receipts
Market segmentation
Who is the keys of gold?
31. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Owner/operator
Taberna
Confirmed reservation?
32. The process of recording transactions onto a folio
Room assignment process
Role of management
WHat department is the heart of the hotel?
What is posting?
33. Travelers who intend to stay five days or longer and required reduced hotel services
Extended stay hotels
What is the American Plan?
Short
Mansio
34. Tangibles - reliability - responsiveness - assurance and empathy
Airport hotels
Suite hotels
Dimensions of Service Quality
Service recovery
35. Hotel holds room until 4 or 6
Confirmed reservation?
Why do hotels offer discounted rates?
Non-guaranteed reservation?
What is posting?
36. Actual rooms revenue divided by potential rooms revenue
Who deals with the occupancy of the guest?
What is group rate?
How do u calculate occupancy %?
What is yield statistoc?
37. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
When are lodging analysts bullish on hotel stocks?
Guest satisfaction
What is the American Plan?
What should be
38. Tall organization/ small number of employees report to a supervisor
European Plan
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
TShe income Audit
What is a narrow span of control?
39. Very sensitive to price. Leisure travel market
What is elastic demand?
What is the difference between an employee and an associate?
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 inelastic demand?
40. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off
Code of Hammurabi
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?
Role of management
Airport hotels
41. Reversal of problem; solving the problem and retaining the goodwill of the customer.
Franchisor
Service recovery
Net Receipts
The difference between guest accounts and house accounts ?
42. Hotel gets money later - pays employee up-front
Float Losses
What was the first Hotel?
When would you want to use a minimum LOS control?
Franchisor
43. Encourages department performance instead of the main goal which is overall hotel performance
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Discuss a weakness of functional organizational design.
What is the most used operating ratio?
Code of Hammurabi
44. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests
The difference between guest accounts and house accounts ?
What is a guaranteed reservation?
Taberna
What is a block?
45. 95+5=100 divided by 150-25=125=80%
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
10000 rooms revenue. Sold 95 rooms with 5 comps
What is the largest department?
WHat department is the heart of the hotel?
46. Number of rooms occupied divided by number of rooms available
How do u calculate occupancy %?
Paying off house vouchers
What is decentralization?
How the hotel size that has the largest percentage
47. Rooms available X occupancy percentage X Average daily rate
Role of management
What is rack rate?
What is the American Plan?
Forcasted rooms revenue
48. 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
49. Blocking fewer rooms than requested by the group based on past history
What is wash (down)?
What was the first Inn?
European Plan
What is a block?
50. Cash according to accounts
When are lodging analysts bullish on hotel stocks?
What is elastic demand?
What should be
Paying off house vouchers