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 position would be a direct report to a hotels F&B director
20%
All housekeeping employees
Banquet manager
Publicity is free

2. What is true about first tier management companies

3. What should happen to service procedures after they have been implemented in a hotel
Night auditor
Eggs and breakfast meat items
Reduced operational costs
They should be update as guest preferences change over time

4. For Which item below would a 'replace as needed' program be best
Service
Water pumps
Contribution margin
Attrition

5. Which of the following is the formula hoteliers use to calculate RevPar
ADR x Occupancy Rate= RevPar
A web site that allows a hotel's guests to post reviews of their previous stays
Flag
Package

6. Which group is more likely to use the services of a travel agent
A hotels occupancy tax
Franchisors sales and marketing efforts
Marketing activity
Older travelers

7. 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?
They are not being supervised with a service emphasis
GDS
Group market
Management contract

8. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Identifying guests needs and wants
It is a reception that includes the services of complimentary food and/or beverages
It is vacant and not yet cleaned
Comp set

9. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Do not clean this room now
A stock issuing company that can own and operate its own hotels
Ritz carlton
A reunion held for veterans of the vietnam war

10. What is true about the cost of providing room service meals
$1.38
Daily
Service
The cost is higher than that of dining room service

11. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Confirm item quantity and quality
2-4% gross revenue
They are not being supervised with a service emphasis
They operate hotels for owners but do not use the management company's name as part of the hotels name

12. What is the advantage of a CFL
It has been intentionally left behind
The number of hotel rooms sold the previous night
Depreciation
Reduced operational costs

13. What is true about abandoned property
It has been intentionally left behind
Depreciation
The authority to make key decisions
It is prepared and cooked at the guests' table

14. 'Terry' refers to guest room amenities that
They are individual travelers
Include bath towels - hand towels - and washclothes
It influences the guests total perception of a hotel visit
Profits are higher with banquet sales

15. What is a REIT
A stock issuing company that can own and operate its own hotels
Franchisors sales and marketing efforts
FTC
Preventive maintenance

16. The best menus are those developed based upon
A la carte
Daily
Maid
Guest preference

17. Which group of housekeeping employees should receive blood born pathogen training
Trains
GDS
All housekeeping employees
Personality type

18. Approximately how many hotels are in operation in the US
50000
Water pumps
It has been intentionally left behind
A stock issuing company that can own and operate its own hotels

19. Which of the following is NOT a demographic factor of a guest
FTC
Independent
The investor seeks a return on investment (ROI)
Personality type

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

21. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Comp set
Management contract
The host pays for the beverages cosumed by guests
Identifying guests needs and wants

22. What is true about the traditional russian style

23. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
Effectively answer open-ended questions about hypothetical service situations
The strength of the brand name and the revenue the name will bring to the hotel
Purchases of food
50000

24. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
It has been intentionally left behind
At the advertised ending time
Profits are higher with banquet sales
Management contract

25. A brand specific frequent guest program is an example of a...
Franchisors sales and marketing efforts
It influences the guests total perception of a hotel visit
They are individual travelers
All housekeeping employees

26. When can a cross-functional team be an effective operatiional tool in a hotel
The hotel's executive housekeeper in keeping with the hotel policies and procedures
When resolving hotel operating problems
Package
They should be update as guest preferences change over time

27. which factor most influences guest perceptions about their experience at a lodging operation
Service
Illumination levels
To qualify prospects
Guest preference

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
A hotels occupancy tax
BEO
28
The ratio of different room types in a hotel

29. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Be an effective way to measure progress toward established service standards
Your ADR is higher then that of your competitors
It has been intentionally left behind
It influences the guests total perception of a hotel visit

30. A CVB is typically funded by what
Laundry is processed
A hotels occupancy tax
It matches expenses incurred with revenues generated
The host pays for the beverages cosumed by guests

31. What is the approximate number of attendees at the average business meeting
Housekeeping
Do not clean this room now
25 or fewer
It is prepared and cooked at the guests' table

32. What is the one reason a hotel owner might consider hiring a hotel management company
The american hotel and lodging association
The hotels general manager
Improved overall managment of the hotel
An outside vendor

33. What is true about an investor in a hotel
The investor seeks a return on investment (ROI)
A reunion held for veterans of the vietnam war
The food and beverage services offered by the hotel
Pilferage

34. What is another lodging term for work-order
Maintenance request
It influences the guests total perception of a hotel visit
The number of hotel rooms sold the previous night
Empowerment

35. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
It influences the guests total perception of a hotel visit
Empowerment
Effectively answer open-ended questions about hypothetical service situations
Franchisors sales and marketing efforts

36. Which factor has the most impact on the number of guests who will be served in a limited service hotel
Be an effective way to measure progress toward established service standards
Improved overall managment of the hotel
The number of hotel rooms sold the previous night
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

37. What is true about mislaid property
It has been intentionally left behind
Marketing activity
The cost is higher than that of dining room service
The authority to make key decisions

38. What is true about transient travelers
They are individual travelers
Licensing
Daily
The specific brands of products served and serving hours

39. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
They will have the same quality service expectations
The number of hotel rooms sold the previous night
Routine maintenance
Daily

40. 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
20%
Eggs and breakfast meat items
Your ADR is higher then that of your competitors
ADR x Occupancy Rate= RevPar

41. Managers can seek out service-minded staff by hiring those job applicants who
Costs increase
$1.38
Effectively answer open-ended questions about hypothetical service situations
Www.tripadvisor.com

42. from what language does the kitchen term 'mise en place' originate
French
They are individual travelers
Waiting for guests to approach staff with specific problems
Opaque rate model

43. What is a normal par level in hotel laundry
Merchant model
3 times the normal usage
It is a reception that includes the services of complimentary food and/or beverages
The specific brands of products served and serving hours

44. What best describes a hotels chief engineer

45. In a hotel guest room - Which is a potential source of HIV
The specific brands of products served and serving hours
Night auditor
2-4% gross revenue
Needles left by intravenous drug users

46. What happens to a hotel's POM costs as a hotel ages
Costs increase
The cost is higher than that of dining room service
50000
The ensure guest room cleanliness

47. 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
All housekeeping employees
To help keep workers safe
28
Waste disposal costs

48. with total breakfast costs of $550 for the week and an average of $2.20 cost per guest served - how many guests were served in the week
250
Group market
The american hotel and lodging association
Value

49. Which group of employees will most often initiate the largest number of work orders
Housekeeping
The strength of the brand name and the revenue the name will bring to the hotel
3 times the normal usage
$3.20

50. What happens in a hotels OPL
Laundry is processed
Deep cleaning
Needles left by intravenous drug users
Preventive maintenance