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. What is a normal par level in hotel laundry
They will have the same quality service expectations
3 times the normal usage
The ensure guest room cleanliness
The authority to make key decisions

2. 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
A fixed amount paid for a guests daily travel expense
FOC
Housekeeping
They will have the same quality service expectations

3. What is another lodging industry term for a specific hotel brand name
Maintenance request
Function rooms
Flag
All housekeeping employees

4. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Value
Room rates and the number of operating hotel properties will increase
Include bath towels - hand towels - and washclothes
Merchant model

5. What is true about mislaid property
Illumination levels
When guests bring in their own bottles of alcohol for consumption at a hotel function
It has been intentionally left behind
Daily

6. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Value
They are not being supervised with a service emphasis
Line level employees
$13.53

7. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
A stock issuing company that can own and operate its own hotels
Deep cleaning
250
Service

8. Who usually maintains the washers and dryers placed in a hotel's guest laundry
The host pays for the beverages cosumed by guests
An outside vendor
Maintenance request
New york

9. What is true about the traditional russian style

10. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
Franchise service director
The number of hotel rooms sold the previous night
Water pumps
It is designed to meet the hotel's sales goal

11. 'Terry' refers to guest room amenities that
Chain
Attrition
Include bath towels - hand towels - and washclothes
They generally manage hotels for a fee

12. What is the term describing stealing of small quantities of something over a period of time
Pilferage
New york
Their price per unit declines
They operate hotels for owners but do not use the management company's name as part of the hotels name

13. What is the approximate number of attendees at the average business meeting
Kellogg cereal
Value
Franchisors sales and marketing efforts
25 or fewer

14. What is a REIT
250
They operate hotels for owners using the management company's trade name as the hotels brand
A stock issuing company that can own and operate its own hotels
A la carte

15. What is true about hotel management companies
Incandescent bulb
Ritz carlton
They generally manage hotels for a fee
It is increasingly viewed by guests a a sign of commitment to quality service

16. How can guest service best be integrated with employee reward systems
By associating performance in providing guest service with employee compensation
New york
It is designed to meet the hotel's sales goal
It matches expenses incurred with revenues generated

17. What happens to a hotel's POM costs as a hotel ages
Costs increase
Confirm item quantity and quality
Effectively answer open-ended questions about hypothetical service situations
Incandescent bulb

18. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Licensing
The investor seeks a return on investment (ROI)
Emergency maintenance
Flag

19. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
FTC
Your ADR is higher then that of your competitors
It is prepared and cooked at the guests' table
The hotel's executive housekeeper in keeping with the hotel policies and procedures

20. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
Incandescent bulb
Preventive maintenance
$1.38
Opaque rate model

21. What best describes a hotels chief engineer

22. What is true about first tier management companies

23. What do the initials PM refer to in a hotel maintenance department
Franchisor
Flag
Costs increase
Preventive maintenance

24. Which method would be least effective for determining guests' needs and wants
POM
BEO
Waiting for guests to approach staff with specific problems
2-4% gross revenue

25. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
They are individual travelers
Attrition
Routine maintenance
Chain

26. which factor most influences guest perceptions about their experience at a lodging operation
The authority to make key decisions
Service
Routine maintenance
They operate hotels for owners using the management company's trade name as the hotels brand

27. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Opaque rate model
Night auditor
Personality type
Waste disposal costs

28. What is true about second-tier management companies

29. In the lodging industry - What is the meaning of the term room mix
Incandescent bulb
The ratio of different room types in a hotel
The person in charge of the hotel's maintenances department
Contribution margin

30. Which group would be classified as 'leisure travelers'
The specific brands of products served and serving hours
A family on vacation
A hotels occupancy tax
28

31. What is the greatest difference between full service and limited service hotels
The food and beverage services offered by the hotel
A reunion held for veterans of the vietnam war
Effectively answer open-ended questions about hypothetical service situations
Kellogg cereal

32. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Incandescent bulb
New york
$2.25
It is a reception that includes the services of complimentary food and/or beverages

33. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
An outside vendor
$3.20
Kellogg cereal

34. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
They are not being supervised with a service emphasis
20%
Housekeeping
A hotels occupancy tax

35. In a housekeeping department - What is the role of inspector
Sorting/washing/drying
28
Maid
The ensure guest room cleanliness

36. Which of the following is most essential to providing good service
$2.20
Emergency maintenance
Identifying guests needs and wants
Independent

37. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
French
At the advertised ending time
Emergency maintenance
Guest preference

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

39. What should happen to service procedures after they have been implemented in a hotel
20%
They should be update as guest preferences change over time
It is a reception that includes the services of complimentary food and/or beverages
To qualify prospects

40. Which area would be considered public space in a hotel
Holiday inn
The host pays for the beverages cosumed by guests
Waiting for guests to approach staff with specific problems
The pool area

41. Which of the following best describes 'managers reception' in a limited service hotel
It is a reception that includes the services of complimentary food and/or beverages
250
A reunion held for veterans of the vietnam war
It has been intentionally left behind

42. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Be an effective way to measure progress toward established service standards
The buying is based upon predetermined desired inventory levels
It is increasingly viewed by guests a a sign of commitment to quality service
Line level employees

43. Approximately how many hotels are in operation in the US
New york
50000
Do not clean this room now
Identifying guests needs and wants

44. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
They operate hotels for owners using the management company's trade name as the hotels brand
Be an effective way to measure progress toward established service standards
$13.53
The pool area

45. What does STAR report evaluate
A hotels sales and marketing teams results in relation to those of other hotels
The hotels general manager
A web site that allows a hotel's guests to post reviews of their previous stays
Air handlers

46. What is the purpose of an MSDS
The number of hotel rooms sold the previous night
Your ADR is higher then that of your competitors
A hotels occupancy tax
To help keep workers safe

47. What is the type of dining in which each available menu item is sold for an individual price
Attrition
They generally manage hotels for a fee
A la carte
Personality type

48. For Which item below would a 'replace as needed' program be best
Water pumps
3 times the normal usage
250
Attrition

49. Which is an example of a consumer-generated content web site?
Effectively answer open-ended questions about hypothetical service situations
Banquet manager
Www.tripadvisor.com
It matches expenses incurred with revenues generated

50. In Which type of booking model are room rates readily viewed on-line by potential guests?
Merchant model
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 pool area
The ratio of different room types in a hotel