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. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
It influences the guests total perception of a hotel visit
The ratio of different room types in a hotel
They will have the same quality service expectations
The hotels general manager

2. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
28
New york
Do not clean this room now
20%

3. 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
$3.20
Franchise
A la carte
It has been intentionally left behind

4. 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?
GDS
FOC
The authority to make key decisions
Trains

5. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
Independent
$2.25
Flag
FTC

6. What is a normal par level in hotel laundry
The specific brands of products served and serving hours
OTA
3 times the normal usage
Maintenance request

7. 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
The hotels general manager
FOC
They should be update as guest preferences change over time
Service

8. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Identifying guests needs and wants
Ritz carlton
The food and beverage services offered by the hotel
Merchant model

9. What is the type of dining in which each available menu item is sold for an individual price
A la carte
An outside vendor
To help keep workers safe
Water pumps

10. which factor most influences guest perceptions about their experience at a lodging operation
Service
Emergency maintenance
Holiday inn
Make or buy items

11. Which group would be classified as 'leisure travelers'
At the advertised ending time
A family on vacation
Package
OTA

12. Which method would be least effective for determining guests' needs and wants
A family on vacation
Executive chef
A hotels occupancy tax
Waiting for guests to approach staff with specific problems

13. What is true about second-tier management companies

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14. What is the one reason a hotel owner might consider hiring a hotel management company
Improved overall managment of the hotel
A la carte
New york
$73.00

15. 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
A reunion held for veterans of the vietnam war
Upon receiving
Profits are higher with banquet sales

16. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
It is increasingly viewed by guests a a sign of commitment to quality service
2-4% gross revenue
French
Confirm item quantity and quality

17. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
The food and beverage services offered by the hotel
When resolving hotel operating problems
They are individual travelers
Your ADR is higher then that of your competitors

18. Which of the following best describes a 'moment of truth'
Opaque rate model
They will have the same quality service expectations
It matches expenses incurred with revenues generated
It influences the guests total perception of a hotel visit

19. Which group of housekeeping employees should receive blood born pathogen training
Be an effective way to measure progress toward established service standards
To qualify prospects
All housekeeping employees
The number of hotel rooms sold the previous night

20. What is the industry term for an organization that provides travel booking services on the internet
OTA
They operate hotels for owners using the management company's trade name as the hotels brand
Function rooms
It is designed to meet the hotel's sales goal

21. Which area would be considered public space in a hotel
GDS
BEO
The pool area
Be an effective way to measure progress toward established service standards

22. In a housekeeping department - What is the role of inspector
$2.25
The investor seeks a return on investment (ROI)
The ensure guest room cleanliness
Effectively answer open-ended questions about hypothetical service situations

23. from what language does the kitchen term 'mise en place' originate
They should be update as guest preferences change over time
To qualify prospects
Routine maintenance
French

24. A brand specific frequent guest program is an example of a...
A family on vacation
The specific brands of products served and serving hours
50%
Franchisors sales and marketing efforts

25. What is true about an investor in a hotel
Waste disposal costs
Needles left by intravenous drug users
Franchisors sales and marketing efforts
The investor seeks a return on investment (ROI)

26. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Preventive maintenance
It has been intentionally left behind
Profits are higher with banquet sales
When resolving hotel operating problems

27. Which is true about a hotels commitment to green practices
Older travelers
Upon receiving
They should be update as guest preferences change over time
It is increasingly viewed by guests a a sign of commitment to quality service

28. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
At the advertised ending time
Flag
Trains
Night auditor

29. What is true about a hotel room that is 'on-change'
Guest preference
It is vacant and not yet cleaned
AAHOA
Make or buy items

30. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Sorting/washing/drying
A college graduation weekend occurring near a hotel
To help keep workers safe
It matches expenses incurred with revenues generated

31. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
They generally manage hotels for a fee
28
Franchise service director
Attrition

32. Which professional recognition is typically granted by a governmental agency
Contribution margin
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Licensing
The host pays for the beverages cosumed by guests

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

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34. What is true about hotel management companies
Purchases of food
It is increasingly viewed by guests a a sign of commitment to quality service
They generally manage hotels for a fee
$2.25

35. Approximately how many hotels are in operation in the US
50000
Franchisors sales and marketing efforts
$1.38
Ritz carlton

36. To whom does the sous chef in a large hotel report
Franchise service director
Executive chef
All housekeeping employees
When guests bring in their own bottles of alcohol for consumption at a hotel function

37. What is the approximate number of attendees at the average business meeting
Include bath towels - hand towels - and washclothes
25 or fewer
It influences the guests total perception of a hotel visit
Upon receiving

38. 'Terry' refers to guest room amenities that
Include bath towels - hand towels - and washclothes
Deep cleaning
An outside vendor
Upon receiving

39. Which of the following is NOT a demographic factor of a guest
It has been intentionally left behind
Attrition
Franchisors sales and marketing efforts
Personality type

40. In Which type of booking model are room rates readily viewed on-line by potential guests?
When guests bring in their own bottles of alcohol for consumption at a hotel function
Incandescent bulb
Emergency maintenance
Merchant model

41. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
A fixed amount paid for a guests daily travel expense
The american hotel and lodging association
They are not being supervised with a service emphasis
Executive chef

42. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
It matches expenses incurred with revenues generated
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
$1.38
It influences the guests total perception of a hotel visit

43. what would the occupancy rate for a hotel that has 200 rooms on a day in January In which it sold 100 rooms and received total rooms revenue of $17000
Illumination levels
Routine maintenance
50%
Group market

44. What do the initials PM refer to in a hotel maintenance department
25 or fewer
Preventive maintenance
It influences the guests total perception of a hotel visit
The investor seeks a return on investment (ROI)

45. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
$2.25
Holiday inn
Independent
The american hotel and lodging association

46. What is another lodging industry term for a specific hotel brand name
Flag
A hotels occupancy tax
The elimination of insects - rodents and scavenging animals
The specific brands of products served and serving hours

47. How can guest service best be integrated with employee reward systems
By associating performance in providing guest service with employee compensation
Franchise service director
Housekeeping
Banquet manager

48. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
BEO
POM
Publicity is free
Emergency maintenance

49. Which of the following is the formula hoteliers use to calculate RevPar
All housekeeping employees
Illumination levels
A fixed amount paid for a guests daily travel expense
ADR x Occupancy Rate= RevPar

50. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Daily
Be an effective way to measure progress toward established service standards
French
Empowerment