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Hotel Operations Management

Instructions:

Answer 50 questions in 15 minutes.
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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. Owns the hotel but retains a chain or independent management company to operate the property
NON REIT Owner
What is a guest folio?
Cut off date?
What is a wide span of control?

2. Travelers who intend to stay five days or longer and required reduced hotel services
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Owner/operator
What is booked mean?
Extended stay hotels

3. True
Give an example of a fence used in the hotel industry
Code of Hammurabi
Top down or bottom up
Distribution of the reports is the final step in night audit process?

4. To sell every available room at the most profitable rate
European Plan
Modified American Plan
Room assignment process
What is the responsibility of the reservations?

5. 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
Guest expectations
NON REIT Owner
What is yield statistoc?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.

6. Appeal to both business and leisure travelers
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?
Suite hotels and extended stay hotels
Code of Hammurabi
Is there really such a thing as a six or seven star hotel?

7. Under 150 rooms
What is the responsibility of the reservations?
What completes the registration process?
What is elastic demand?
How the hotel size that has the largest percentage

8. 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 are the six steps in the Revenue Management Model?
What is a narrow span of control?
Market segmentation
Paying off house vouchers

9. Tangibles - reliability - responsiveness - assurance and empathy
What are 'fences'?
What is reservation status?
Dimensions of Service Quality
How the hotel size that has the largest percentage

10. Literally owns and operates hotel
What is the responsibility of the reservations?
Owner/operator
What is Room status discrepancy ?
Distribution of the reports is the final step in night audit process?

11. Coupons used by members of tour groups to pay for meals etc...
What is a narrow span of control?
Tour package coupons
Taberna
Role of management

12. 6%? look up
What is corporate rate?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?
What is a guest folio?
Give an example of a fence used in the hotel industry

13. Owns hotels affiliated with chain brands
Chain Management
Give an example of a fence used in the hotel industry
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.

14. Very sensitive to price. Leisure travel market
What is elastic demand?
What is group rate?
Tourism
Ideal Room Rate

15. Tall organization/ small number of employees report to a supervisor
Who deals with the departure of the guests?
Float Losses
What is a narrow span of control?
Where will the majority of the global growth take place

16. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging
Moments of truth
What is the American Plan?
Give an example of a fence used in the hotel industry
What are the six steps in the Revenue Management Model?

17. Rooms actually reserved by group members
What is booked mean?
Code of Hammurabi
What is reservation status?
A hotel sold 95 rooms with 5 compted rooms. It is a 150 room hotel with 25 out of order. What is the occupancy %?

18. Coles Ordinary
Forcasted rooms revenue
What was the first Inn?
Net Receipts
Modified American Plan

19. FD/PBX
Independent Management Company
What is Room status discrepancy ?
Who deals with the occupancy of the guest?
Net Receipts

20. Reality = expectations satisfied
Guest satisfaction
Service recovery
Mansio
Why do hotels offer discounted rates?

21. The separation between rich and poor
Market Segmentation
Reality
Airport hotels
Top down or bottom up

22. When more money is paid out than comes in and the cashier uses his bank for the payment
What is the most used operating ratio?
What is posting?
Due bank
Why might a hotel owner want to purchase a hotel franchise? What are the advantages of being a franchisee?

23. The retention of decision making authority by a high level manager
What is centralization?
The lodging industry has several unique characteristics which make it ideal for utilizing yield management. Name at least four of the characteristics.
Paying off house vouchers
Suite hotels and extended stay hotels

24. Address expectations and reality with honest advertising and training employees 'over delivery'
What is displacement?
Role of management
What completes the registration process?
What is a guaranteed reservation?

25. Turning away free independent traveler guests for lack of rooms due to group business
Market segmentation
What is displacement?
Why do hotels offer discounted rates?
What is a block?

26. The bank has to be re-built to the stipulated amount by giving cash back to the cashier
How do you calculate the % of no shows?
What is the responsibility of the reservations?
What completes the registration process?
Paying off the due bank

27. 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
What are the differences between a C-Corp. and a REIT?
Hotels are typically organized along functional lines. List three strengths of functional organizational design.
What is a guaranteed reservation?
Over

28. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand
Why do hotels offer discounted rates?
WHat department is the heart of the hotel?
Paying off house vouchers
Float Losses

29. Provided to frequent business guests
What is Room status discrepancy ?
Net Receipts
What is posting?
What is corporate rate?

30. Encourages department performance instead of the main goal which is overall hotel performance
Who deal with the pre arrival of the guests?
Why do hotels offer discounted rates?
What are the differences between a C-Corp. and a REIT?
Discuss a weakness of functional organizational design.

31. Huge capital investment needed. Time to wait on zoning and construction.
Suite hotels
TShe income Audit
What makes hotel franchising different from other types of franchises? Think about the difference between a quick-service restaurant and a full-service hotel.
Owner/operator

32. 70% occupancy - each room category is occupied at 70%.
Ideal Room Rate
Forbes 5 star
Short
How do u calculate occupancy %?

33. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND
Tourism
10000 rooms revenue. Sold 95 rooms with 5 comps
What is a guest folio?
What is corporate rate?

34. Reservations
Who deal with the pre arrival of the guests?
How do you calculate the % of no shows?
What is a third-party distribution company?
Who deals with the occupancy of the guest?

35. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room
Net Receipts
What is a guaranteed reservation?
How the hotel size that has the largest percentage
Paying off the due bank

36. Housekeeping
10000 rooms revenue. Sold 95 rooms with 5 comps
What is inelastic demand?
What is the largest department?
What is elastic demand?

37. City Hotel - NY city
Franchisor
Forbes 5 star
What was the first Hotel?
What is decentralization?

38. Front Desk
Who deal with the pre arrival of the guests?
Distribution of the reports is the final step in night audit process?
What was the first Inn?
WHat department is the heart of the hotel?

39. Not sensitive to price. Business travel market
Caravanseri
Franchisor loading corporation
What is inelastic demand?
What is posting?

40. Hotel has to pay fee to VISA or AMEx - but does not reduce tip
Service recovery
Merchant discount fee
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 are the six steps in the Revenue Management Model?

41. A number of rooms set aside for a group
What is inelastic demand?
What is a block?
What is yield statistoc?
What is the American Plan?

42. The first place where a lot of people could stay overnight and keep all their animals etc
Non-collectible account
How to calculate average room rate?
Mansio
Caravanseri

43. Negotiated based on number of rooms
What is group rate?
What is the responsibility of the reservations?
Who deals with the arrival of guests?
What do on going franchise fees (including marketing fees) typically cost a hotel in terms of percent of revenues?

44. 10000 divided by 95 + 5=10000 divided by 100=100$
10000 rooms revenue. Sold 95 rooms with 5 comps
How do u calculate occupancy %?
Where will the majority of the global growth take place
Code of Hammurabi

45. Room + 2 meals
Forcasted rooms revenue
Discuss a weakness of functional organizational design.
Suite hotels and extended stay hotels
Modified American Plan

46. Housekeeping status differs from front desk status
When does the night audit begin?
What is Room status discrepancy ?
Who deal with the pre arrival of the guests?
Franchisor loading corporation

47. The process of recording transactions onto a folio
What is posting?
What completes the registration process?
What are the differences between a C-Corp. and a REIT?
What is a guaranteed reservation?

48. The difference between money taken in and paid out
Due bank
Net Receipts
Modified American Plan
What is a guest account?

49. Service encounters during which service quality is judged; first impression.
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?
Franchisor loading corporation
Moments of truth
What is...

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

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