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

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2. What is the purpose of cold calling
FOC
To qualify prospects
Franchise
Preventive maintenance

3. Which of the following is the formula hoteliers use to calculate RevPar
It has been intentionally left behind
ADR x Occupancy Rate= RevPar
Franchisors sales and marketing efforts
Preventive maintenance

4. 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
$2.25
It matches expenses incurred with revenues generated
The ensure guest room cleanliness

5. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Presale activity
A fixed amount paid for a guests daily travel expense
20%
Night auditor

6. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
The ratio of different room types in a hotel
Franchise
$2.25
Housekeeping

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

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8. Managers can seek out service-minded staff by hiring those job applicants who
Effectively answer open-ended questions about hypothetical service situations
The pool area
OTA
They will have the same quality service expectations

9. What is the industry term for an organization that provides travel booking services on the internet
Air handlers
Night auditor
OTA
Older travelers

10. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Your ADR is higher then that of your competitors
$2.25
Night auditor
Do not clean this room now

11. What should happen to service procedures after they have been implemented in a hotel
Emergency maintenance
Maintenance request
They should be update as guest preferences change over time
They generally manage hotels for a fee

12. What happens to a hotel's POM costs as a hotel ages
GDS
Costs increase
The specific brands of products served and serving hours
Their price per unit declines

13. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
20%
The strength of the brand name and the revenue the name will bring to the hotel
Service
250

14. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
$2.20
Www.tripadvisor.com
They generally manage hotels for a fee

15. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
The elimination of insects - rodents and scavenging animals
2-4% gross revenue
Waiting for guests to approach staff with specific problems
The hotel's executive housekeeper in keeping with the hotel policies and procedures

16. The best menus are those developed based upon
Eggs and breakfast meat items
$13.53
The specific brands of products served and serving hours
Guest preference

17. What is true about hotel management companies
The number of hotel rooms sold the previous night
They generally manage hotels for a fee
It is prepared and cooked at the guests' table
An outside vendor

18. Which brand is generally recognized as the first hotel chain
Holiday inn
Waiting for guests to approach staff with specific problems
Night auditor
When resolving hotel operating problems

19. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
A reunion held for veterans of the vietnam war
Function rooms
The person in charge of the hotel's maintenances department
Chain

20. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Value
They are not being supervised with a service emphasis
Package
Routine maintenance

21. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
The investor seeks a return on investment (ROI)
The ensure guest room cleanliness
The buying is based upon predetermined desired inventory levels
Housekeeping

22. Which food service activity happens first
It influences the guests total perception of a hotel visit
Guest preference
Merchant model
Confirm item quantity and quality

23. What is true about transient travelers
Preventive maintenance
They are individual travelers
Your ADR is higher then that of your competitors
AAHOA

24. What is true about a marketing plan

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25. What is a lodging industry term for hotels operating under the same brand name
Emergency maintenance
Identifying guests needs and wants
Chain
The person in charge of the hotel's maintenances department

26. Which factor has the most impact on the number of guests who will be served in a limited service hotel
$73.00
Routine maintenance
The number of hotel rooms sold the previous night
The elimination of insects - rodents and scavenging animals

27. When can a cross-functional team be an effective operatiional tool in a hotel
Package
When resolving hotel operating problems
Guest preference
Licensing

28. When would hotel guest be charged a corkage fee
3 times the normal usage
When guests bring in their own bottles of alcohol for consumption at a hotel function
Costs increase
It is designed to meet the hotel's sales goal

29. Which of the following is NOT a demographic factor of a guest
Personality type
They operate hotels for owners using the management company's trade name as the hotels brand
Waste disposal costs
It matches expenses incurred with revenues generated

30. 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
Laundry is processed
When resolving hotel operating problems
The elimination of insects - rodents and scavenging animals
Attrition

31. What does Amtrak operate
It is increasingly viewed by guests a a sign of commitment to quality service
Laundry is processed
Effectively answer open-ended questions about hypothetical service situations
Trains

32. What is true about an investor in a hotel
Group market
Empowerment
Management contract
The investor seeks a return on investment (ROI)

33. what type of activity describes a site tour
POM
$2.25
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Presale activity

34. What is a per diem
Illumination levels
A fixed amount paid for a guests daily travel expense
French
Chain

35. In Which type of booking model are room rates readily viewed on-line by potential guests?
Ritz carlton
50%
250
Merchant model

36. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Independent
Profits are higher with banquet sales
The specific brands of products served and serving hours
The ensure guest room cleanliness

37. Which of the following is a demand generator
Routine maintenance
A college graduation weekend occurring near a hotel
They will have the same quality service expectations
Franchisors sales and marketing efforts

38. What is the travel industry term used to describe a group of travel services - such as hotel rooms - meals - and airfare - sold for one price
Package
Holiday inn
POM
A web site that allows a hotel's guests to post reviews of their previous stays

39. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Your ADR is higher then that of your competitors
Service
Kellogg cereal
At the advertised ending time

40. 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
POM
An outside vendor
A stock issuing company that can own and operate its own hotels
Profits are higher with banquet sales

41. What is true about mislaid property
A fixed amount paid for a guests daily travel expense
To qualify prospects
It has been intentionally left behind
Improved overall managment of the hotel

42. 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
Purchases of food
$2.20
A fixed amount paid for a guests daily travel expense
Deep cleaning

43. 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
Merchant model
3 times the normal usage
Eggs and breakfast meat items
The person in charge of the hotel's maintenances department

44. What is the term used to identify those who purchase the rights to a hotels brand naem
They operate hotels for owners but do not use the management company's name as part of the hotels name
Make or buy items
Trains
Franchise

45. How can guest service best be integrated with employee reward systems
Ritz carlton
Management contract
Room rates and the number of operating hotel properties will increase
By associating performance in providing guest service with employee compensation

46. What is true about abandoned property
It has been intentionally left behind
At the advertised ending time
$73.00
They will have the same quality service expectations

47. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
By associating performance in providing guest service with employee compensation
Incandescent bulb
The host pays for the beverages cosumed by guests
The authority to make key decisions

48. 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
Preventive maintenance
The specific brands of products served and serving hours
Contribution margin
A reunion held for veterans of the vietnam war

49. Which is an example of a consumer-generated content web site?
Daily
The authority to make key decisions
Www.tripadvisor.com
Package

50. 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
A hotels sales and marketing teams results in relation to those of other hotels
They generally manage hotels for a fee
Holiday inn

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Lodging Operations 101

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