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 is true about a hotels commitment to green practices
Empowerment
Management contract
It is increasingly viewed by guests a a sign of commitment to quality service
25 or fewer

2. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
A hotels occupancy tax
Be an effective way to measure progress toward established service standards
Flag
Empowerment

3. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
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 hotels general manager
Preventive maintenance
Pilferage

4. Which of the following is a demand generator
A college graduation weekend occurring near a hotel
Line level employees
Flag
All housekeeping employees

5. 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
Profits are higher with banquet sales
Presale activity
The strength of the brand name and the revenue the name will bring to the hotel
FOC

6. Which is an example of a consumer-generated content web site?
250
Contribution margin
Function rooms
Www.tripadvisor.com

7. Which group of employees will most often initiate the largest number of work orders
Housekeeping
Be an effective way to measure progress toward established service standards
Depreciation
$73.00

8. Which professional recognition is typically granted by a governmental agency
Do not clean this room now
Make or buy items
Licensing
The investor seeks a return on investment (ROI)

9. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Confirm item quantity and quality
At the advertised ending time
Publicity is free
Make or buy items

10. In Which type of booking model are room rates readily viewed on-line by potential guests?
An outside vendor
Deep cleaning
A reunion held for veterans of the vietnam war
Merchant model

11. what type of activity describes the act of placing an ad in the yellow pages?
Be an effective way to measure progress toward established service standards
Marketing activity
The strength of the brand name and the revenue the name will bring to the hotel
French

12. What is the name for the difference between the original number of room requested by a group and that group's lower than requested actual room pick up
Emergency maintenance
50%
Www.tripadvisor.com
Attrition

13. For Which item below would a 'replace as needed' program be best
Make or buy items
Chain
Franchisors sales and marketing efforts
Water pumps

14. Which of the following best describes a 'moment of truth'
A hotels occupancy tax
It influences the guests total perception of a hotel visit
Marketing activity
Line level employees

15. what type of activity describes a site tour
It is vacant and not yet cleaned
Presale activity
Be an effective way to measure progress toward established service standards
A family on vacation

16. What is a per diem
A fixed amount paid for a guests daily travel expense
An outside vendor
They should be update as guest preferences change over time
Banquet manager

17. When can a cross-functional team be an effective operatiional tool in a hotel
25 or fewer
When resolving hotel operating problems
They operate hotels for owners using the management company's trade name as the hotels brand
Do not clean this room now

18. What is the greatest difference between full service and limited service hotels
FTC
28
Merchant model
The food and beverage services offered by the hotel

19. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Line level employees
Ritz carlton
Franchise service director
POM

20. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Function rooms
They operate hotels for owners but do not use the management company's name as part of the hotels name
Value
Preventive maintenance

21. The best menus are those developed based upon
Guest preference
The number of hotel rooms sold the previous night
Franchisors sales and marketing efforts
Franchisor

22. What is the purpose of an MSDS
Make or buy items
To help keep workers safe
Daily
A la carte

23. In regard to quality service - a gal of zero defects can
The hotels general manager
Be an effective way to measure progress toward established service standards
Waste disposal costs
Upon receiving

24. What is true about abandoned property
To help keep workers safe
28
The american hotel and lodging association
It has been intentionally left behind

25. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Older travelers
Line level employees
Emergency maintenance
They operate hotels for owners but do not use the management company's name as part of the hotels name

26. 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
To help keep workers safe
$2.20
A hotels occupancy tax
Executive chef

27. What should happen to service procedures after they have been implemented in a hotel
Daily
They should be update as guest preferences change over time
$2.20
Incandescent bulb

28. What is true about sanitation concerns in a limited service- hotel
They are important for all workers serving food
Upon receiving
Be an effective way to measure progress toward established service standards
Effectively answer open-ended questions about hypothetical service situations

29. Which factor has the most impact on the number of guests who will be served in a limited service hotel
Merchant model
It is a reception that includes the services of complimentary food and/or beverages
The pool area
The number of hotel rooms sold the previous night

30. What is the industry term for an organization that provides travel booking services on the internet
OTA
Routine maintenance
$3.20
Emergency maintenance

31. What is true about a hotel room that is 'on-change'
Franchise service director
It is vacant and not yet cleaned
An outside vendor
A la carte

32. Approximately how many hotels are in operation in the US
50000
Line level employees
Holiday inn
Attrition

33. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
20%
OTA
It is designed to meet the hotel's sales goal
Franchisors sales and marketing efforts

34. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
Deep cleaning
It influences the guests total perception of a hotel visit
Trains

35. For food service buyers when does the ownership exchange of products the have purchased actually take place
Routine maintenance
Night auditor
Include bath towels - hand towels - and washclothes
Upon receiving

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

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37. How can guest service best be integrated with employee reward systems
Banquet manager
By associating performance in providing guest service with employee compensation
GDS
A hotels sales and marketing teams results in relation to those of other hotels

38. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
At the advertised ending time
Improved overall managment of the hotel
Www.tripadvisor.com
FTC

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

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40. What does Amtrak operate
Improved overall managment of the hotel
Value
The pool area
Trains

41. What is the term describing stealing of small quantities of something over a period of time
Pilferage
Attrition
Air handlers
FTC

42. What is a normal par level in hotel laundry
To help keep workers safe
3 times the normal usage
POM
FOC

43. Which is the most important market for large convention hotels
Group market
Your ADR is higher then that of your competitors
$3.20
A family on vacation

44. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
A reunion held for veterans of the vietnam war
Management contract
Improved overall managment of the hotel
A hotels occupancy tax

45. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Www.tripadvisor.com
A fixed amount paid for a guests daily travel expense
Comp set
$3.20

46. Which brand is generally recognized as the first hotel chain
They generally manage hotels for a fee
To qualify prospects
Holiday inn
Night auditor

47. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Older travelers
Do not clean this room now
$1.38
Improved overall managment of the hotel

48. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The american hotel and lodging association
Depreciation
Line level employees
FTC

49. What is the term used to identify those who sell the rights to use a hotels brand name
Presale activity
The ratio of different room types in a hotel
A family on vacation
Franchisor

50. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Incandescent bulb
Your ADR is higher then that of your competitors
Ritz carlton
It has been intentionally left behind