Test your basic knowledge |

Hotel Operations Management

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. FD/PBX






2. Blocking/pre-assigning rooms






3. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






4. Hotel has to pay fee to VISA or AMEx - but does not reduce tip






5. Hotel gets money later - pays employee up-front






6. If the bill is not paid - hotel cannot recover tip already paid out






7. The second largest employer in US - 1 OF EVERY 14 AMERICANS EMPLOYED IN TOURISM - MAKES $20000 A SECOND






8. 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






9. Hotel verifies that a guest has a reservation. can be guarnteed or no guaranteed






10. A number of rooms set aside for a group






11. Separation between classes of hotels - luxury - mid-scale - economy






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

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13. Appeal to both business and leisure travelers






14. Hotel holds room until 4 or 6






15. Issuing the room key






16. A checking of accounts done every morning to verify accuracy of cash transactions and to prepare bank deposit for the day






17. No - there aren't - it is self proclaimed - not awarded






18. Room + 2 meals






19. Reservations






20. A statement of all transactions that affect the balance of an account






21. Rooms actually reserved by group members






22. Blocking fewer rooms than requested by the group based on past history






23. Owns hotel brands and sells the right to use them






24. Reality < expectations dissatisfied






25. 'end of day'






26. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






27. The difference between money taken in and paid out






28. Actual rooms revenue divided by potential rooms revenue






29. Service encounters during which service quality is judged; first impression.






30. Encourages department performance instead of the main goal which is overall hotel performance






31. Turning away free independent traveler guests for lack of rooms due to group business






32. More money in cash drawer than should be






33. True






34. The process of recording transactions onto a folio






35. The first place where a lot of people could stay overnight and keep all their animals etc






36. Reservations and non refundable purchases for price sensitive guests versus opposite






37. The bank has to be re-built to the stipulated amount by giving cash back to the cashier






38. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






39. 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






40. Housekeeping






41. Rooms revenue divided by number of rooms sold






42. Huge capital investment needed. Time to wait on zoning and construction.






43. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






44. Chain Management - Independent Management Company - Owner/Operator and Non- REIT owner.






45. Provided to frequent business guests






46. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






47. Occupancy %






48. Tall organization/ small number of employees report to a supervisor






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

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50. Not sensitive to price. Business travel market