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. Which types of food items have labor 'built in' to their prices
It influences the guests total perception of a hotel visit
Make or buy items
Waiting for guests to approach staff with specific problems
Night auditor

2. What is true about first tier management companies

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3. 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
The authority to make key decisions
28
BEO
They operate hotels for owners using the management company's trade name as the hotels brand

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

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5. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
They are not being supervised with a service emphasis
Your ADR is higher then that of your competitors
The investor seeks a return on investment (ROI)
Publicity is free

6. What should happen to service procedures after they have been implemented in a hotel
Maid
They should be update as guest preferences change over time
$2.20
It has been intentionally left behind

7. What is the advantage of a CFL
Reduced operational costs
It is a reception that includes the services of complimentary food and/or beverages
The authority to make key decisions
$2.20

8. What is the most important reason for properly maintaining trash removal areas
The elimination of insects - rodents and scavenging animals
Value
Your ADR is higher then that of your competitors
A college graduation weekend occurring near a hotel

9. What is the food service term for the amount of money remaining from a food sale after subtracting the items cost from its selling point
Maintenance request
It has been intentionally left behind
Franchise service director
Contribution margin

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

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11. Which group would be classified as 'leisure travelers'
Water pumps
Your ADR is higher then that of your competitors
A web site that allows a hotel's guests to post reviews of their previous stays
A family on vacation

12. Which of the following is most essential to providing good service
Maid
Identifying guests needs and wants
A family on vacation
Licensing

13. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The buying is based upon predetermined desired inventory levels
Chain
The american hotel and lodging association
Waste disposal costs

14. What is the lodging industry term for a hotel that is not part of a franchise group?
Room rates and the number of operating hotel properties will increase
Independent
Executive chef
Do not clean this room now

15. Which method would be least effective for determining guests' needs and wants
Waiting for guests to approach staff with specific problems
The host pays for the beverages cosumed by guests
They generally manage hotels for a fee
Night auditor

16. 'Terry' refers to guest room amenities that
Group market
Flag
Incandescent bulb
Include bath towels - hand towels - and washclothes

17. What is true about an accrual accounting system
It matches expenses incurred with revenues generated
Merchant model
By associating performance in providing guest service with employee compensation
Night auditor

18. 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
Daily
Pilferage
Routine maintenance

19. In the lodging industry - What is the meaning of the term room mix
20%
$1.38
Upon receiving
The ratio of different room types in a hotel

20. Which group of employees will most often initiate the largest number of work orders
Housekeeping
The investor seeks a return on investment (ROI)
Daily
Laundry is processed

21. A CVB is typically funded by what
The number of hotel rooms sold the previous night
The buying is based upon predetermined desired inventory levels
A hotels occupancy tax
FOC

22. What is true about an investor in a hotel
Be an effective way to measure progress toward established service standards
Empowerment
The investor seeks a return on investment (ROI)
Franchisors sales and marketing efforts

23. What is most likely to happen when many travelers want to visit and stay in an area
Licensing
Room rates and the number of operating hotel properties will increase
They generally manage hotels for a fee
A hotels occupancy tax

24. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
Upon receiving
By associating performance in providing guest service with employee compensation
They should be update as guest preferences change over time

25. Who has the greatest influence on the overall quality of service provided within a hotel
The hotels general manager
OTA
It has been intentionally left behind
Www.tripadvisor.com

26. How can guest service best be integrated with employee reward systems
Management contract
By associating performance in providing guest service with employee compensation
The hotels general manager
A hotels occupancy tax

27. What is the purpose of an MSDS
ADR x Occupancy Rate= RevPar
To help keep workers safe
GDS
$2.25

28. What is the term used to identify those who sell the rights to use a hotels brand name
Chain
They operate hotels for owners using the management company's trade name as the hotels brand
Franchisor
It is designed to meet the hotel's sales goal

29. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Line level employees
Needles left by intravenous drug users
POM
The hotels general manager

30. 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
At the advertised ending time
Franchise service director
$73.00
They operate hotels for owners using the management company's trade name as the hotels brand

31. 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
The number of hotel rooms sold the previous night
BEO
It is prepared and cooked at the guests' table
The person in charge of the hotel's maintenances department

32. What do the initials PM refer to in a hotel maintenance department
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Contribution margin
They should be update as guest preferences change over time
Preventive maintenance

33. What is a per diem
The host pays for the beverages cosumed by guests
A fixed amount paid for a guests daily travel expense
Room rates and the number of operating hotel properties will increase
A hotels sales and marketing teams results in relation to those of other hotels

34. In regard to quality service - a gal of zero defects can
The person in charge of the hotel's maintenances department
At the advertised ending time
Older travelers
Be an effective way to measure progress toward established service standards

35. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
Function rooms
20%
Executive chef
Service

36. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Waste disposal costs
Comp set
New york
Holiday inn

37. Which area would be considered public space in a hotel
Guest preference
The pool area
Their price per unit declines
The hotel's executive housekeeper in keeping with the hotel policies and procedures

38. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Executive chef
Preventive maintenance
Depreciation
Do not clean this room now

39. Which of the following is essential if employees are to effectively resolve guest problems as they occur
A hotels occupancy tax
It is a reception that includes the services of complimentary food and/or beverages
The authority to make key decisions
$2.25

40. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
$73.00
Water pumps
They operate hotels for owners using the management company's trade name as the hotels brand
Incandescent bulb

41. Who usually maintains the washers and dryers placed in a hotel's guest laundry
New york
Ritz carlton
An outside vendor
When guests bring in their own bottles of alcohol for consumption at a hotel function

42. A brand specific frequent guest program is an example of a...
Franchisors sales and marketing efforts
A la carte
Purchases of food
A hotels occupancy tax

43. What is true about mislaid property
It has been intentionally left behind
By associating performance in providing guest service with employee compensation
Make or buy items
French

44. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Function rooms
A reunion held for veterans of the vietnam war
It is vacant and not yet cleaned
Holiday inn

45. To whom does the sous chef in a large hotel report
Executive chef
Trains
The host pays for the beverages cosumed by guests
Make or buy items

46. Which housekeeping- related term is not used by professional hoteliers
Reduced operational costs
Pilferage
Maid
Publicity is free

47. What is the type of dining in which each available menu item is sold for an individual price
Management contract
A la carte
An outside vendor
Service

48. Which food service activity happens first
They are not being supervised with a service emphasis
Holiday inn
Confirm item quantity and quality
Water pumps

49. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Banquet manager
They should be update as guest preferences change over time
2-4% gross revenue
Service

50. What is another lodging term for work-order
Maintenance request
The ratio of different room types in a hotel
Reduced operational costs
Air handlers