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. Who has the greatest influence on the overall quality of service provided within a hotel
The hotels general manager
Opaque rate model
Trains
Emergency maintenance

2. Who usually maintains the washers and dryers placed in a hotel's guest laundry
An outside vendor
Line level employees
When resolving hotel operating problems
French

3. What is the type of dining in which each available menu item is sold for an individual price
The cost is higher than that of dining room service
A la carte
$2.20
They operate hotels for owners using the management company's trade name as the hotels brand

4. Managers can seek out service-minded staff by hiring those job applicants who
Opaque rate model
FOC
Effectively answer open-ended questions about hypothetical service situations
A web site that allows a hotel's guests to post reviews of their previous stays

5. What is the purpose of an MSDS
Line level employees
To help keep workers safe
Room rates and the number of operating hotel properties will increase
They are important for all workers serving food

6. Which professional recognition is typically granted by a governmental agency
Licensing
Line level employees
AAHOA
At the advertised ending time

7. Which of the following best describes 'managers reception' in a limited service hotel
Line level employees
It is a reception that includes the services of complimentary food and/or beverages
They should be update as guest preferences change over time
Waiting for guests to approach staff with specific problems

8. What should happen to service procedures after they have been implemented in a hotel
Attrition
The hotel's executive housekeeper in keeping with the hotel policies and procedures
They should be update as guest preferences change over time
When resolving hotel operating problems

9. What is true about abandoned property
Service
It has been intentionally left behind
A web site that allows a hotel's guests to post reviews of their previous stays
Independent

10. When can a cross-functional team be an effective operatiional tool in a hotel
Franchise
When resolving hotel operating problems
ADR x Occupancy Rate= RevPar
An outside vendor

11. What is the difference between advertising and publicity
Franchisors sales and marketing efforts
Publicity is free
Room rates and the number of operating hotel properties will increase
Management contract

12. What is true about a marketing plan

13. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
They generally manage hotels for a fee
The american hotel and lodging association
Effectively answer open-ended questions about hypothetical service situations
Do not clean this room now

14. What do the initials PM refer to in a hotel maintenance department
They will have the same quality service expectations
It influences the guests total perception of a hotel visit
Chain
Preventive maintenance

15. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
BEO
Attrition
$1.38
Service

16. 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
20%
Improved overall managment of the hotel
Upon receiving

17. What is true about the traditional russian style

18. Which of the following is the formula hoteliers use to calculate RevPar
ADR x Occupancy Rate= RevPar
To qualify prospects
The hotel's executive housekeeper in keeping with the hotel policies and procedures
A fixed amount paid for a guests daily travel expense

19. In a hotel with the linen cost of $2 -486 in the month and the rooms sold was 1 -130 - what was the hotel's linen cost per occupied room
An outside vendor
The investor seeks a return on investment (ROI)
$2.20
A reunion held for veterans of the vietnam war

20. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
Incandescent bulb
50%
Reduced operational costs
FTC

21. The best menus are those developed based upon
Merchant model
Water pumps
Guest preference
They should be update as guest preferences change over time

22. What is true about second-tier management companies

23. Which factor has the most impact on the number of guests who will be served in a limited service 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
The number of hotel rooms sold the previous night
Your ADR is higher then that of your competitors
Franchise

24. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
FTC
Executive chef
Ritz carlton
They operate hotels for owners but do not use the management company's name as part of the hotels name

25. To whom does the sous chef in a large hotel report
Executive chef
Make or buy items
Be an effective way to measure progress toward established service standards
The specific brands of products served and serving hours

26. Which area would be considered public space in a hotel
Guest preference
$13.53
Ritz carlton
The pool area

27. from what language does the kitchen term 'mise en place' originate
Effectively answer open-ended questions about hypothetical service situations
Banquet manager
A family on vacation
French

28. What is true about sanitation concerns in a limited service- hotel
They are important for all workers serving food
Purchases of food
Costs increase
Their price per unit declines

29. Which of the following best describes a 'moment of truth'
250
It influences the guests total perception of a hotel visit
Kellogg cereal
50000

30. A brand specific frequent guest program is an example of a...
Franchisors sales and marketing efforts
They operate hotels for owners using the management company's trade name as the hotels brand
FTC
The food and beverage services offered by the hotel

31. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
Identifying guests needs and wants
The ensure guest room cleanliness
AAHOA
They are individual travelers

32. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
A reunion held for veterans of the vietnam war
$73.00
A la carte
2-4% gross revenue

33. What is true about mislaid property
Franchisor
It has been intentionally left behind
Contribution margin
To help keep workers safe

34. What is true about an investor in a hotel
The investor seeks a return on investment (ROI)
Opaque rate model
The hotels general manager
Older travelers

35. In a hotel guest room - Which is a potential source of HIV
Contribution margin
Needles left by intravenous drug users
Group market
GDS

36. What is the term used to identify those who purchase the rights to a hotels brand naem
The ratio of different room types in a hotel
Maintenance request
Costs increase
Franchise

37. What is true about hotel management companies
They are not being supervised with a service emphasis
They will have the same quality service expectations
They generally manage hotels for a fee
Older travelers

38. What happens in a hotels OPL
Waiting for guests to approach staff with specific problems
Water pumps
Guest preference
Laundry is processed

39. In the lodging industry - What is the meaning of the term room mix
To help keep workers safe
ADR x Occupancy Rate= RevPar
The ratio of different room types in a hotel
The specific brands of products served and serving hours

40. Which is an example of a branded breakfast item
When guests bring in their own bottles of alcohol for consumption at a hotel function
To qualify prospects
25 or fewer
Kellogg cereal

41. For Which item below would a 'replace as needed' program be best
They are individual travelers
Illumination levels
The person in charge of the hotel's maintenances department
Water pumps

42. 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
Costs increase
Presale activity
50%
50000

43. What is the industry term for an organization that provides travel booking services on the internet
An outside vendor
ADR x Occupancy Rate= RevPar
OTA
When guests bring in their own bottles of alcohol for consumption at a hotel function

44. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Function rooms
When guests bring in their own bottles of alcohol for consumption at a hotel function
$2.25
Incandescent bulb

45. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
The food and beverage services offered by the hotel
Room rates and the number of operating hotel properties will increase
A reunion held for veterans of the vietnam war
FOC

46. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Empowerment
A college graduation weekend occurring near a hotel
$13.53
$73.00

47. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
50000
20%
Pilferage
By associating performance in providing guest service with employee compensation

48. Which of the following is a demand generator
A college graduation weekend occurring near a hotel
Trains
Opaque rate model
The authority to make key decisions

49. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
The person in charge of the hotel's maintenances department
To help keep workers safe
They should be update as guest preferences change over time
Your ADR is higher then that of your competitors

50. What is the lodging industry term used to identify the wages and benefits - replacement parts and contract services used to operate a maintenance and engineering department
50000
To help keep workers safe
POM
All housekeeping employees