Test your basic knowledge |

Lodging Operations 101

Subjects : hospitality, business-skills

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. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Function rooms
When resolving hotel operating problems
FOC
They operate hotels for owners but do not use the management company's name as part of the hotels name

2. Which method would be least effective for determining guests' needs and wants
Older travelers
50%
They operate hotels for owners using the management company's trade name as the hotels brand
Waiting for guests to approach staff with specific problems

3. What is the approximate number of attendees at the average business meeting
A stock issuing company that can own and operate its own hotels
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Maintenance request
25 or fewer

4. Which items would typically be included in a deluxe breakfast served by a limited-service hotel but would not be included in a standard continental breakfast
Eggs and breakfast meat items
FTC
It is a reception that includes the services of complimentary food and/or beverages
A stock issuing company that can own and operate its own hotels

5. A brand specific frequent guest program is an example of a...
They are not being supervised with a service emphasis
Presale activity
Franchisors sales and marketing efforts
ADR x Occupancy Rate= RevPar

6. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
The authority to make key decisions
Air handlers
Presale activity
Incandescent bulb

7. Which of the following is NOT a demographic factor of a guest
Comp set
They generally manage hotels for a fee
Personality type
FTC

8. What is most likely to happen when many travelers want to visit and stay in an area
A stock issuing company that can own and operate its own hotels
It has been intentionally left behind
Room rates and the number of operating hotel properties will increase
An outside vendor

9. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
20%
3 times the normal usage
Your ADR is higher then that of your competitors
Comp set

10. Which types of food items have labor 'built in' to their prices
Make or buy items
$13.53
The cost is higher than that of dining room service
It has been intentionally left behind

11. When can a cross-functional team be an effective operatiional tool in a hotel
2-4% gross revenue
$3.20
When resolving hotel operating problems
Licensing

12. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Ritz carlton
2-4% gross revenue
Deep cleaning
The specific brands of products served and serving hours

13. Who is responsible for making the distinction between mislaid - lost and abandoned property

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14. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
Opaque rate model
They will have the same quality service expectations
Maid
They are not being supervised with a service emphasis

15. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
Costs increase
Routine maintenance
The strength of the brand name and the revenue the name will bring to the hotel
$2.20

16. What is true about the cost of providing room service meals
Night auditor
The cost is higher than that of dining room service
Laundry is processed
Presale activity

17. In the lodging industry - What is the meaning of the term room mix
The authority to make key decisions
The ratio of different room types in a hotel
Emergency maintenance
Franchise service director

18. Which brand is generally recognized as the first hotel chain
$13.53
Maintenance request
Pilferage
Holiday inn

19. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
The host pays for the beverages cosumed by guests
Flag
Franchise service director
The investor seeks a return on investment (ROI)

20. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
A reunion held for veterans of the vietnam war
They are not being supervised with a service emphasis
Their price per unit declines
Include bath towels - hand towels - and washclothes

21. What is the difference between advertising and publicity
Personality type
$1.38
The pool area
Publicity is free

22. What is the industry term for an organization that provides travel booking services on the internet
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
It has been intentionally left behind
Empowerment
OTA

23. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Sorting/washing/drying
20%
When guests bring in their own bottles of alcohol for consumption at a hotel function
The buying is based upon predetermined desired inventory levels

24. What is true about a hosted bar
$3.20
To help keep workers safe
The host pays for the beverages cosumed by guests
The number of hotel rooms sold the previous night

25. What is true about sanitation concerns in a limited service- hotel
Attrition
Personality type
They are important for all workers serving food
$13.53

26. Who usually maintains the washers and ryers placed in a hotels guests laundry
The buying is based upon predetermined desired inventory levels
An outside vendor
To help keep workers safe
The elimination of insects - rodents and scavenging animals

27. from what language does the kitchen term 'mise en place' originate
The hotels general manager
French
An outside vendor
Franchise service director

28. What is true about food served in the traditional french style

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29. Which is an example of a branded breakfast item
The authority to make key decisions
Reduced operational costs
Kellogg cereal
A hotels occupancy tax

30. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Deep cleaning
Do not clean this room now
All housekeeping employees
Empowerment

31. What does a foot candle measure
Illumination levels
Laundry is processed
Be an effective way to measure progress toward established service standards
It is prepared and cooked at the guests' table

32. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
By associating performance in providing guest service with employee compensation
To qualify prospects
A web site that allows a hotel's guests to post reviews of their previous stays

33. What is true about mislaid property
Do not clean this room now
Include bath towels - hand towels - and washclothes
Preventive maintenance
It has been intentionally left behind

34. What is the travel industry term used to describe a group of travel services - such as hotel rooms - meals - and airfare - sold for one price
When guests bring in their own bottles of alcohol for consumption at a hotel function
New york
Package
The american hotel and lodging association

35. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The american hotel and lodging association
Purchases of food
Confirm item quantity and quality
Waiting for guests to approach staff with specific problems

36. In a 150 room hotel with housekeeping costs of $8000 and 2 -500 rooms sold in a mont - what would be the hotels labor cost per occupied room for that month
Costs increase
A family on vacation
Make or buy items
$3.20

37. Which group of employees will most often initiate the largest number of work orders
A hotels occupancy tax
The hotels general manager
Housekeeping
Contribution margin

38. What is true about an investor in a hotel
It has been intentionally left behind
Purchases of food
The investor seeks a return on investment (ROI)
3 times the normal usage

39. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Profits are higher with banquet sales
FTC
Contribution margin
Reduced operational costs

40. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Illumination levels
The person in charge of the hotel's maintenances department
Comp set

41. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Line level employees
Value
Be an effective way to measure progress toward established service standards
Opaque rate model

42. In Which type of booking model are room rates readily viewed on-line by potential guests?
Merchant model
The ratio of different room types in a hotel
Service
They will have the same quality service expectations

43. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
They operate hotels for owners using the management company's trade name as the hotels brand
Marketing activity
Franchise service director

44. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
Depreciation
$1.38
Daily
Deep cleaning

45. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
Housekeeping
Routine maintenance
2-4% gross revenue

46. What is the term used to identify those who sell the rights to use a hotels brand name
The food and beverage services offered by the hotel
Personality type
Franchisor
A reunion held for veterans of the vietnam war

47. What is the name for the difference between the original number of room requested by a group and that group's lower than requested actual room pick up
A college graduation weekend occurring near a hotel
Attrition
Daily
The authority to make key decisions

48. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
AAHOA
All housekeeping employees
The buying is based upon predetermined desired inventory levels
Night auditor

49. Which housekeeping- related term is not used by professional hoteliers
Maid
A fixed amount paid for a guests daily travel expense
The american hotel and lodging association
Group market

50. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
The specific brands of products served and serving hours
FOC
Laundry is processed
The cost is higher than that of dining room service