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Lodging Operations 101

Subjects : hospitality, business-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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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 group would be classified as 'leisure travelers'
The investor seeks a return on investment (ROI)
A family on vacation
28
To help keep workers safe

2. What is the greatest difference between full service and limited service hotels
They generally manage hotels for a fee
By associating performance in providing guest service with employee compensation
The food and beverage services offered by the hotel
Flag

3. What is the term used to identify those who sell the rights to use a hotels brand name
A fixed amount paid for a guests daily travel expense
Franchisor
Illumination levels
GDS

4. Who has the greatest influence on the overall quality of service provided within a hotel
Water pumps
They generally manage hotels for a fee
The hotels general manager
$3.20

5. For food service buyers when does the ownership exchange of products the have purchased actually take place
Routine maintenance
Attrition
Upon receiving
It influences the guests total perception of a hotel visit

6. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
To qualify prospects
FTC
Line level employees
Holiday inn

7. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Holiday inn
Function rooms
Franchisor
$2.25

8. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
Ritz carlton
By associating performance in providing guest service with employee compensation
AAHOA
Sorting/washing/drying

9. In a housekeeping department - What is the role of inspector
A fixed amount paid for a guests daily travel expense
They operate hotels for owners but do not use the management company's name as part of the hotels name
The ensure guest room cleanliness
50%

10. What is the difference between advertising and publicity
Publicity is free
Water pumps
The buying is based upon predetermined desired inventory levels
Holiday inn

11. Which method would be least effective for determining guests' needs and wants
Needles left by intravenous drug users
Empowerment
The cost is higher than that of dining room service
Waiting for guests to approach staff with specific problems

12. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Deep cleaning
They are individual travelers
Daily
Marketing activity

13. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Personality type
50000
Independent
Ritz carlton

14. In the lodging industry - What is the meaning of the term room mix
Package
Value
The ratio of different room types in a hotel
Personality type

15. In Which type of booking model are room rates readily viewed on-line by potential guests?
20%
It influences the guests total perception of a hotel visit
Merchant model
The cost is higher than that of dining room service

16. What best describes a hotels chief engineer

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17. Which housekeeping- related term is not used by professional hoteliers
Licensing
Emergency maintenance
Maid
The strength of the brand name and the revenue the name will bring to the hotel

18. what type of activity describes a site tour
Presale activity
By associating performance in providing guest service with employee compensation
Needles left by intravenous drug users
When guests bring in their own bottles of alcohol for consumption at a hotel function

19. What is true about sanitation concerns in a limited service- hotel
They are important for all workers serving food
Older travelers
A reunion held for veterans of the vietnam war
The food and beverage services offered by the hotel

20. Which group of employees will most often initiate the largest number of work orders
Housekeeping
2-4% gross revenue
Costs increase
They will have the same quality service expectations

21. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
All housekeeping employees
Holiday inn
The buying is based upon predetermined desired inventory levels
POM

22. What does STAR report evaluate
The ensure guest room cleanliness
2-4% gross revenue
A hotels sales and marketing teams results in relation to those of other hotels
Flag

23. Managers can seek out service-minded staff by hiring those job applicants who
The pool area
ADR x Occupancy Rate= RevPar
Effectively answer open-ended questions about hypothetical service situations
All housekeeping employees

24. When would hotel guest be charged a corkage fee
They are important for all workers serving food
When guests bring in their own bottles of alcohol for consumption at a hotel function
It influences the guests total perception of a hotel visit
They will have the same quality service expectations

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

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26. What is true about a hosted bar
The host pays for the beverages cosumed by guests
It is prepared and cooked at the guests' table
It is vacant and not yet cleaned
Depreciation

27. Which group is more likely to use the services of a travel agent
Older travelers
Your ADR is higher then that of your competitors
Laundry is processed
It is vacant and not yet cleaned

28. 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
Franchise service director
BEO
Independent
Profits are higher with banquet sales

29. What is true about abandoned property
2-4% gross revenue
It has been intentionally left behind
Be an effective way to measure progress toward established service standards
AAHOA

30. 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
Do not clean this room now
Franchisors sales and marketing efforts
Group market

31. In a hotel guest room - Which is a potential source of HIV
When resolving hotel operating problems
Group market
$2.25
Needles left by intravenous drug users

32. Which of the following represents the correct order of procedures used in cleaning linens and terry products
$73.00
Sorting/washing/drying
Night auditor
They are important for all workers serving food

33. What is most likely to happen when many travelers want to visit and stay in an area
FTC
Preventive maintenance
Room rates and the number of operating hotel properties will increase
At the advertised ending time

34. 'Terry' refers to guest room amenities that
FOC
Water pumps
A reunion held for veterans of the vietnam war
Include bath towels - hand towels - and washclothes

35. The best menus are those developed based upon
It is vacant and not yet cleaned
Your ADR is higher then that of your competitors
Guest preference
To qualify prospects

36. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Maid
Incandescent bulb
$13.53
28

37. What is a normal par level in hotel laundry
The ratio of different room types in a hotel
Deep cleaning
3 times the normal usage
GDS

38. What is true about first tier management companies

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39. what type of activity describes the act of placing an ad in the yellow pages?
Opaque rate model
Marketing activity
Independent
Eggs and breakfast meat items

40. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Sorting/washing/drying
At the advertised ending time
The number of hotel rooms sold the previous night
Incandescent bulb

41. What is the term describing stealing of small quantities of something over a period of time
50000
Pilferage
The american hotel and lodging association
50%

42. What is true about mislaid property
Waste disposal costs
It has been intentionally left behind
Preventive maintenance
They are not being supervised with a service emphasis

43. What is a REIT
A stock issuing company that can own and operate its own hotels
They are not being supervised with a service emphasis
An outside vendor
Maid

44. When can a cross-functional team be an effective operatiional tool in a hotel
When resolving hotel operating problems
Room rates and the number of operating hotel properties will increase
Purchases of food
The host pays for the beverages cosumed by guests

45. Which is an example of a branded breakfast item
Kellogg cereal
A college graduation weekend occurring near a hotel
Older travelers
They operate hotels for owners using the management company's trade name as the hotels brand

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

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47. Which factor has the most impact on the number of guests who will be served in a limited service hotel
Emergency maintenance
Marketing activity
The number of hotel rooms sold the previous night
All housekeeping employees

48. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
When guests bring in their own bottles of alcohol for consumption at a hotel function
Franchisor
The strength of the brand name and the revenue the name will bring to the hotel
250

49. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
A reunion held for veterans of the vietnam war
Daily
Their price per unit declines
Line level employees

50. Which items would typically be included in a deluxe breakfast served by a limited-service hotel but would not be included in a standard continental breakfast
OTA
Eggs and breakfast meat items
Depreciation
$2.20

Can you answer 50 questions in 15 minutes?

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Lodging Operations 101

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