Lodging Operations 101

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. Approximately how many hotels are in operation in the US
50000
Depreciation
Their price per unit declines
250


2. What is the name of the computer system connecting travel professionals worldwide for the purpose of reserving hotel rooms and other travel service for their clients?
$2.25
25 or fewer
Emergency maintenance
GDS


3. In Which type of booking model are room rates readily viewed on-line by potential guests?
Maid
Merchant model
Ritz carlton
A family on vacation


4. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
A fixed amount paid for a guests daily travel expense
$2.25
3 times the normal usage
The specific brands of products served and serving hours


5. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
To help keep workers safe
Housekeeping
Franchise service director
Routine maintenance


6. Which is the most important market for large convention hotels
250
Maintenance request
Kellogg cereal
Group market


7. Which state is NOT among the 3 largest car rental location states
New york
A stock issuing company that can own and operate its own hotels
Trains
They operate hotels for owners using the management company's trade name as the hotels brand


8. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
A college graduation weekend occurring near a hotel
They operate hotels for owners using the management company's trade name as the hotels brand
Routine maintenance
OTA


9. What is the difference between advertising and publicity
It influences the guests total perception of a hotel visit
Publicity is free
It is vacant and not yet cleaned
Laundry is processed


10. 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
To qualify prospects
Holiday inn
$1.38


11. What is true about hotel management companies
BEO
Comp set
The investor seeks a return on investment (ROI)
They generally manage hotels for a fee


12. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
The american hotel and lodging association
A college graduation weekend occurring near a hotel
A reunion held for veterans of the vietnam war
$2.20


13. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
A family on vacation
Kellogg cereal
A college graduation weekend occurring near a hotel


14. What is true about first tier management companies

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15. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
Water pumps
50000
Personality type


16. Which group of employees will most often initiate the largest number of work orders
Attrition
Housekeeping
Sorting/washing/drying
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates


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

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18. What is a per diem
The person in charge of the hotel's maintenances department
The cost is higher than that of dining room service
A fixed amount paid for a guests daily travel expense
Their price per unit declines


19. Who usually maintains the washers and ryers placed in a hotels guests laundry
An outside vendor
Daily
Presale activity
Flag


20. Which group is more likely to use the services of a travel agent
Older travelers
Maid
Be an effective way to measure progress toward established service standards
To qualify prospects


21. Which of the following would be considered a user-generated web site

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22. Which of the following best describes 'managers reception' in a limited service hotel
Deep cleaning
50%
A family on vacation
It is a reception that includes the services of complimentary food and/or beverages


23. Which food service activity happens first
The strength of the brand name and the revenue the name will bring to the hotel
It is prepared and cooked at the guests' table
A stock issuing company that can own and operate its own hotels
Confirm item quantity and quality


24. What is another lodging term for work-order
It is vacant and not yet cleaned
Banquet manager
Maintenance request
Chain


25. What should happen to service procedures after they have been implemented in a hotel
They should be update as guest preferences change over time
The investor seeks a return on investment (ROI)
French
New york


26. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
The ratio of different room types in a hotel
Empowerment
Attrition
Purchases of food


27. Which professional recognition is typically granted by a governmental agency
Licensing
AAHOA
2-4% gross revenue
When guests bring in their own bottles of alcohol for consumption at a hotel function


28. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Empowerment
When resolving hotel operating problems
Do not clean this room now
Confirm item quantity and quality


29. Which of the following is essential if employees are to effectively resolve guest problems as they occur
Purchases of food
28
The authority to make key decisions
Eggs and breakfast meat items


30. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
Empowerment
$3.20
Holiday inn
20%


31. What is true about abandoned property
It has been intentionally left behind
$2.25
25 or fewer
$2.20


32. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Costs increase
Package
Opaque rate model
Reduced operational costs


33. 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
Management contract
Holiday inn
$3.20
Your ADR is higher then that of your competitors


34. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
Waste disposal costs
Improved overall managment of the hotel
They will have the same quality service expectations
At the advertised ending time


35. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
It has been intentionally left behind
Guest preference
The buying is based upon predetermined desired inventory levels
It is vacant and not yet cleaned


36. What is the advantage of a CFL
Include bath towels - hand towels - and washclothes
Empowerment
Reduced operational costs
An outside vendor


37. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
All housekeeping employees
A hotels occupancy tax
Franchise service director
They are not being supervised with a service emphasis


38. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
The food and beverage services offered by the hotel
They will have the same quality service expectations
Profits are higher with banquet sales
Room rates and the number of operating hotel properties will increase


39. Which is true about a hotels commitment to green practices
Trains
A stock issuing company that can own and operate its own hotels
It influences the guests total perception of a hotel visit
It is increasingly viewed by guests a a sign of commitment to quality service


40. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Upon receiving
$13.53
Reduced operational costs
Preventive maintenance


41. What is the term describing stealing of small quantities of something over a period of time
Their price per unit declines
Guest preference
A la carte
Pilferage


42. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
The person in charge of the hotel's maintenances department
To qualify prospects
Management contract


43. What is true about the cost of providing room service meals
Group market
The cost is higher than that of dining room service
Kellogg cereal
An outside vendor


44. The best menus are those developed based upon
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Sorting/washing/drying
Waiting for guests to approach staff with specific problems
Guest preference


45. from what language does the kitchen term 'mise en place' originate
Pilferage
French
The hotels general manager
$1.38


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

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47. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Deep cleaning
Empowerment
The person in charge of the hotel's maintenances department
Maintenance request


48. When can a cross-functional team be an effective operatiional tool in a hotel
When resolving hotel operating problems
Franchisor
Their price per unit declines
Eggs and breakfast meat items


49. What is true about a marketing plan

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50. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Older travelers
GDS
Ritz carlton
$2.20