Lodging Operations 101

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. A brand specific frequent guest program is an example of a...
ADR x Occupancy Rate= RevPar
Do not clean this room now
When resolving hotel operating problems
Franchisors sales and marketing efforts


2. 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
By associating performance in providing guest service with employee compensation
A college graduation weekend occurring near a hotel
50%
Attrition


3. What is true about hotel management companies
They generally manage hotels for a fee
FOC
A reunion held for veterans of the vietnam war
AAHOA


4. 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
BEO
Executive chef
When resolving hotel operating problems
The elimination of insects - rodents and scavenging animals


5. Which method would be least effective for determining guests' needs and wants
A family on vacation
$2.25
Room rates and the number of operating hotel properties will increase
Waiting for guests to approach staff with specific problems


6. Which housekeeping- related term is not used by professional hoteliers
Maintenance request
Independent
Attrition
Maid


7. Which food service activity happens first
Confirm item quantity and quality
They generally manage hotels for a fee
Air handlers
Your ADR is higher then that of your competitors


8. What is another lodging term for work-order
Preventive maintenance
Confirm item quantity and quality
Maintenance request
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates


9. 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
The cost is higher than that of dining room service
Waste disposal costs
POM
An outside vendor


10. Who usually maintains the washers and dryers placed in a hotel's guest laundry
FOC
Chain
Package
An outside vendor


11. What is a per diem
Chain
Effectively answer open-ended questions about hypothetical service situations
Personality type
A fixed amount paid for a guests daily travel expense


12. What is the approximate number of attendees at the average business meeting
25 or fewer
Profits are higher with banquet sales
50%
It is designed to meet the hotel's sales goal


13. Which of the following is the formula hoteliers use to calculate RevPar
The strength of the brand name and the revenue the name will bring to the hotel
ADR x Occupancy Rate= RevPar
Executive chef
$73.00


14. What should happen to service procedures after they have been implemented in a hotel
Housekeeping
Waste disposal costs
They should be update as guest preferences change over time
Confirm item quantity and quality


15. What happens to the unit price of food service items as the number of those items purchased increases
The cost is higher than that of dining room service
OTA
Their price per unit declines
An outside vendor


16. 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
Contribution margin
A hotels sales and marketing teams results in relation to those of other hotels
Illumination levels
They should be update as guest preferences change over time


17. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
It has been intentionally left behind
Confirm item quantity and quality
Ritz carlton
It has been intentionally left behind


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?
Group market
GDS
Publicity is free
It matches expenses incurred with revenues generated


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

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20. What is the industry term for an organization that provides travel booking services on the internet
GDS
OTA
Merchant model
By associating performance in providing guest service with employee compensation


21. Who usually maintains the washers and ryers placed in a hotels guests laundry
Guest preference
A la carte
Line level employees
An outside vendor


22. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
The american hotel and lodging association
$2.25
Function rooms
The hotels general manager


23. What is the type of dining in which each available menu item is sold for an individual price
A la carte
Water pumps
Publicity is free
They will have the same quality service expectations


24. Managers can seek out service-minded staff by hiring those job applicants who
When guests bring in their own bottles of alcohol for consumption at a hotel function
Effectively answer open-ended questions about hypothetical service situations
It is prepared and cooked at the guests' table
Laundry is processed


25. 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
28
$2.20
$3.20
250


26. What is the one reason a hotel owner might consider hiring a hotel management company
The person in charge of the hotel's maintenances department
Improved overall managment of the hotel
They operate hotels for owners but do not use the management company's name as part of the hotels name
It influences the guests total perception of a hotel visit


27. what type of activity describes a site tour
The ratio of different room types in a hotel
Presale activity
They will have the same quality service expectations
They operate hotels for owners but do not use the management company's name as part of the hotels name


28. What do the initials PM refer to in a hotel maintenance department
Franchise service director
Franchisors sales and marketing efforts
Preventive maintenance
The hotels general manager


29. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
Guest preference
FTC
It has been intentionally left behind
Laundry is processed


30. Which of the following is essential if employees are to effectively resolve guest problems as they occur
Deep cleaning
The authority to make key decisions
Depreciation
The pool area


31. What does Amtrak operate
$73.00
Service
A fixed amount paid for a guests daily travel expense
Trains


32. Which brand is generally recognized as the first hotel chain
Holiday inn
It is vacant and not yet cleaned
It is a reception that includes the services of complimentary food and/or beverages
Merchant model


33. What is true about a hotel room that is 'on-change'
It is vacant and not yet cleaned
The strength of the brand name and the revenue the name will bring to the hotel
Publicity is free
Effectively answer open-ended questions about hypothetical service situations


34. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
Marketing activity
Package
28


35. What is true about first tier management companies

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36. Which of the following is most essential to providing good service
The ratio of different room types in a hotel
A family on vacation
Housekeeping
Identifying guests needs and wants


37. 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
Flag
Group market
$73.00


38. When would hotel guest be charged a corkage fee
A fixed amount paid for a guests daily travel expense
When guests bring in their own bottles of alcohol for consumption at a hotel function
It is designed to meet the hotel's sales goal
Waiting for guests to approach staff with specific problems


39. 'Terry' refers to guest room amenities that
Franchisors sales and marketing efforts
Daily
Include bath towels - hand towels - and washclothes
Costs increase


40. When can a cross-functional team be an effective operatiional tool in a hotel
By associating performance in providing guest service with employee compensation
The specific brands of products served and serving hours
Maid
When resolving hotel operating problems


41. Which is true about a hotels commitment to green practices
It is increasingly viewed by guests a a sign of commitment to quality service
The specific brands of products served and serving hours
Laundry is processed
Effectively answer open-ended questions about hypothetical service situations


42. What is the greatest difference between full service and limited service hotels
The food and beverage services offered by the hotel
Banquet manager
FOC
Air handlers


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

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44. What is true about mislaid property
The elimination of insects - rodents and scavenging animals
Www.tripadvisor.com
3 times the normal usage
It has been intentionally left behind


45. For Which item below would a 'replace as needed' program be best
Water pumps
Housekeeping
A hotels occupancy tax
ADR x Occupancy Rate= RevPar


46. Who is responsible for making the distinction between mislaid - lost and abandoned property

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47. What is the term used to identify those who purchase the rights to a hotels brand naem
20%
The hotels general manager
3 times the normal usage
Franchise


48. Which is the missing entry in the following formula when a hotel utilizes an accural accounting system? (Beginning inventory of food+_____) - ending food of food inventory=food cost
They should be update as guest preferences change over time
Opaque rate model
Purchases of food
Service


49. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Profits are higher with banquet sales
They operate hotels for owners but do not use the management company's name as part of the hotels name
Incandescent bulb
Value


50. What is true about a marketing plan

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