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. from what language does the kitchen term 'mise en place' originate
Incandescent bulb
Make or buy items
Group market
French

2. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
Profits are higher with banquet sales
Opaque rate model
The american hotel and lodging association
FTC

3. What is true about abandoned property
Their price per unit declines
Identifying guests needs and wants
It has been intentionally left behind
Merchant model

4. What is a per diem
A fixed amount paid for a guests daily travel expense
25 or fewer
Depreciation
When guests bring in their own bottles of alcohol for consumption at a hotel function

5. Which of the following is a demand generator
A college graduation weekend occurring near a hotel
Preventive maintenance
The buying is based upon predetermined desired inventory levels
The ensure guest room cleanliness

6. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
They are not being supervised with a service emphasis
Package
They should be update as guest preferences change over time
20%

7. What is true about sanitation concerns in a limited service- hotel
They are important for all workers serving food
GDS
Night auditor
3 times the normal usage

8. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
An outside vendor
Package
Www.tripadvisor.com

9. Which food service activity happens first
Merchant model
French
Reduced operational costs
Confirm item quantity and quality

10. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Pilferage
Waste disposal costs
Package
It is designed to meet the hotel's sales goal

11. What is the industry term for a form used by sales an food production personnel to detail the food and service requirements of a banquet
25 or fewer
Be an effective way to measure progress toward established service standards
BEO
FTC

12. Who has the greatest influence on the overall quality of service provided within a hotel
Comp set
The hotels general manager
It has been intentionally left behind
Preventive maintenance

13. A room attendant cleand 15 rooms in a shift consisting of 7 hours of work and 1 hour break time. What was this room attendant's cleaning time in minutes per room
28
250
The investor seeks a return on investment (ROI)
Housekeeping

14. What is the one reason a hotel owner might consider hiring a hotel management company
ADR x Occupancy Rate= RevPar
28
Improved overall managment of the hotel
Preventive maintenance

15. What is true about first tier management companies

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16. What is the name for the franchise disclosure document prepared by a franchisor and registered and filed with the state governmental agency responsible for administering franchise relationships
FOC
Service
When guests bring in their own bottles of alcohol for consumption at a hotel function
By associating performance in providing guest service with employee compensation

17. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Flag
Comp set
2-4% gross revenue
By associating performance in providing guest service with employee compensation

18. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
The buying is based upon predetermined desired inventory levels
Maintenance request
The pool area
It has been intentionally left behind

19. what type of activity describes the act of placing an ad in the yellow pages?
Marketing activity
A stock issuing company that can own and operate its own hotels
It has been intentionally left behind
Identifying guests needs and wants

20. In regard to quality service - a gal of zero defects can
Be an effective way to measure progress toward established service standards
50%
Older travelers
Contribution margin

21. Which of the following best describes 'managers reception' in a limited service hotel
Laundry is processed
Merchant model
It is a reception that includes the services of complimentary food and/or beverages
The investor seeks a return on investment (ROI)

22. Which factor has the most impact on the number of guests who will be served in a limited service hotel
The number of hotel rooms sold the previous night
Licensing
Flag
It is a reception that includes the services of complimentary food and/or beverages

23. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
2-4% gross revenue
Franchise service director
A hotels occupancy tax

24. Which of the following is essential if employees are to effectively resolve guest problems as they occur
It is prepared and cooked at the guests' table
Ritz carlton
Attrition
The authority to make key decisions

25. Which is the most important market for large convention hotels
Housekeeping
Effectively answer open-ended questions about hypothetical service situations
Group market
Include bath towels - hand towels - and washclothes

26. Which of the following is the formula hoteliers use to calculate RevPar
The investor seeks a return on investment (ROI)
To help keep workers safe
ADR x Occupancy Rate= RevPar
Franchisor

27. What do the initials PM refer to in a hotel maintenance department
The american hotel and lodging association
Preventive maintenance
The specific brands of products served and serving hours
Franchisor

28. What does a foot candle measure
$13.53
Preventive maintenance
Illumination levels
To qualify prospects

29. What is the type of dining in which each available menu item is sold for an individual price
FOC
A la carte
20%
Eggs and breakfast meat items

30. The best menus are those developed based upon
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Guest preference
Presale activity
POM

31. What is most likely to happen when many travelers want to visit and stay in an area
Room rates and the number of operating hotel properties will increase
The food and beverage services offered by the hotel
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Older travelers

32. When can a cross-functional team be an effective operatiional tool in a hotel
Water pumps
When resolving hotel operating problems
Contribution margin
A college graduation weekend occurring near a hotel

33. 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 host pays for the beverages cosumed by guests
It is increasingly viewed by guests a a sign of commitment to quality service
They will have the same quality service expectations

34. Who usually maintains the washers and ryers placed in a hotels guests laundry
Franchise service director
Value
It is a reception that includes the services of complimentary food and/or beverages
An outside vendor

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

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36. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
3 times the normal usage
Presale activity
20%
The buying is based upon predetermined desired inventory levels

37. What is the term describing stealing of small quantities of something over a period of time
Pilferage
They will have the same quality service expectations
When resolving hotel operating problems
Personality type

38. What is another lodging term for work-order
Guest preference
Include bath towels - hand towels - and washclothes
The number of hotel rooms sold the previous night
Maintenance request

39. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
$13.53
Do not clean this room now
Reduced operational costs
It has been intentionally left behind

40. To whom does the sous chef in a large hotel report
Personality type
Deep cleaning
Executive chef
The specific brands of products served and serving hours

41. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
They will have the same quality service expectations
FOC
Your ADR is higher then that of your competitors
The host pays for the beverages cosumed by guests

42. What happens in a hotels OPL
Chain
The american hotel and lodging association
Laundry is processed
FOC

43. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Water pumps
Service
250
Preventive maintenance

44. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Franchisors sales and marketing efforts
Deep cleaning
Night auditor
Banquet manager

45. In the small town of someko - michigan there are 5 hotels with a combined total of 650 sleeping rooms. during june an avg. of 400 of those rooms were sold each day - generating $29 -200 in room sales. What was the average daily rate (ADR) of the town
Water pumps
$73.00
The host pays for the beverages cosumed by guests
Deep cleaning

46. What does Amtrak operate
Room rates and the number of operating hotel properties will increase
It matches expenses incurred with revenues generated
Trains
By associating performance in providing guest service with employee compensation

47. What is the industry term for an organization that provides travel booking services on the internet
OTA
Publicity is free
Purchases of food
The ensure guest room cleanliness

48. What is true about a marketing plan

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49. What is true about second-tier management companies

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50. What is the purpose of an MSDS
Contribution margin
Personality type
Opaque rate model
To help keep workers safe