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. What is the term describing stealing of small quantities of something over a period of time
A web site that allows a hotel's guests to post reviews of their previous stays
Pilferage
28
The host pays for the beverages cosumed by guests

2. Which of the following is most essential to providing good service
To qualify prospects
Costs increase
Identifying guests needs and wants
To help keep workers safe

3. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Publicity is free
Include bath towels - hand towels - and washclothes
It has been intentionally left behind
Your ADR is higher then that of your competitors

4. What is a lodging industry term for hotels operating under the same brand name
To help keep workers safe
Make or buy items
Chain
Independent

5. What is true about an accrual accounting system
It is designed to meet the hotel's sales goal
Merchant model
It matches expenses incurred with revenues generated
Improved overall managment of the hotel

6. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
FOC
50%
New york

7. In Which type of booking model are room rates readily viewed on-line by potential guests?
Presale activity
GDS
A fixed amount paid for a guests daily travel expense
Merchant model

8. 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
Publicity is free
They are important for all workers serving food
28
They operate hotels for owners using the management company's trade name as the hotels brand

9. Who usually maintains the washers and dryers placed in a hotel's guest laundry
Guest preference
Make or buy items
An outside vendor
A hotels occupancy tax

10. What is true about abandoned property
It has been intentionally left behind
A reunion held for veterans of the vietnam war
Guest preference
Effectively answer open-ended questions about hypothetical service situations

11. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
Function rooms
To qualify prospects
20%
Group market

12. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Upon receiving
A web site that allows a hotel's guests to post reviews of their previous stays
$13.53
Trains

13. For food service buyers when does the ownership exchange of products the have purchased actually take place
Upon receiving
3 times the normal usage
BEO
Guest preference

14. Which state is NOT among the 3 largest car rental location states
Improved overall managment of the hotel
Package
Maid
New york

15. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
Air handlers
The american hotel and lodging association
A family on vacation
Franchisors sales and marketing efforts

16. What is a REIT
AAHOA
The hotel's executive housekeeper in keeping with the hotel policies and procedures
A stock issuing company that can own and operate its own hotels
$13.53

17. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
A hotels sales and marketing teams results in relation to those of other hotels
Preventive maintenance
The host pays for the beverages cosumed by guests
Presale activity

18. 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
Maid
A family on vacation
Franchisor
FOC

19. What happens to a hotel's POM costs as a hotel ages
Your ADR is higher then that of your competitors
At the advertised ending time
Costs increase
When resolving hotel operating problems

20. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Maid
OTA
The buying is based upon predetermined desired inventory levels
Marketing activity

21. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
50000
FOC
They will have the same quality service expectations
Reduced operational costs

22. 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
Line level employees
New york
250
$73.00

23. Which housekeeping- related term is not used by professional hoteliers
Incandescent bulb
Costs increase
Maid
AAHOA

24. Which of the following best describes a 'moment of truth'
Needles left by intravenous drug users
They should be update as guest preferences change over time
It influences the guests total perception of a hotel visit
Group market

25. What does STAR report evaluate
New york
GDS
A fixed amount paid for a guests daily travel expense
A hotels sales and marketing teams results in relation to those of other hotels

26. What should happen to service procedures after they have been implemented in a hotel
Needles left by intravenous drug users
They should be update as guest preferences change over time
It is vacant and not yet cleaned
Depreciation

27. Which professional recognition is typically granted by a governmental agency
Licensing
Executive chef
They are important for all workers serving food
A fixed amount paid for a guests daily travel expense

28. How can guest service best be integrated with employee reward systems
Licensing
It is designed to meet the hotel's sales goal
They operate hotels for owners using the management company's trade name as the hotels brand
By associating performance in providing guest service with employee compensation

29. What is the approximate number of attendees at the average business meeting
$2.20
Depreciation
They operate hotels for owners but do not use the management company's name as part of the hotels name
25 or fewer

30. What is the type of dining in which each available menu item is sold for an individual price
A fixed amount paid for a guests daily travel expense
A web site that allows a hotel's guests to post reviews of their previous stays
It influences the guests total perception of a hotel visit
A la carte

31. Approximately how many hotels are in operation in the US
50000
Franchise service director
Attrition
Waiting for guests to approach staff with specific problems

32. 'Terry' refers to guest room amenities that
OTA
Emergency maintenance
Depreciation
Include bath towels - hand towels - and washclothes

33. For Which item below would a 'replace as needed' program be best
Water pumps
Housekeeping
French
Eggs and breakfast meat items

34. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
At the advertised ending time
Function rooms
Identifying guests needs and wants
Personality type

35. Which of the following best describes 'managers reception' in a limited service hotel
It is a reception that includes the services of complimentary food and/or beverages
Maintenance request
An outside vendor
At the advertised ending time

36. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Do not clean this room now
Housekeeping
The ensure guest room cleanliness
A stock issuing company that can own and operate its own hotels

37. In the lodging industry - What is the meaning of the term room mix
Package
The ratio of different room types in a hotel
Comp set
POM

38. Which area would be considered public space in a hotel
The strength of the brand name and the revenue the name will bring to the hotel
Trains
Waste disposal costs
The pool area

39. What is the purpose of cold calling
The food and beverage services offered by the hotel
To qualify prospects
Illumination levels
Trains

40. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Comp set
They are important for all workers serving food
Line level employees
Routine maintenance

41. Which types of food items have labor 'built in' to their prices
Service
It is increasingly viewed by guests a a sign of commitment to quality service
Make or buy items
Routine maintenance

42. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Maid
Profits are higher with banquet sales
FOC
Licensing

43. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
AAHOA
Value
Opaque rate model
Routine maintenance

44. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
They operate hotels for owners using the management company's trade name as the hotels brand
Emergency maintenance
2-4% gross revenue
Water pumps

45. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Make or buy items
BEO
Ritz carlton
The ratio of different room types in a hotel

46. To whom does the sous chef in a large hotel report
The person in charge of the hotel's maintenances department
Eggs and breakfast meat items
Executive chef
When guests bring in their own bottles of alcohol for consumption at a hotel function

47. Which of the following represents the correct order of procedures used in cleaning linens and terry products
The number of hotel rooms sold the previous night
Banquet manager
Sorting/washing/drying
Kellogg cereal

48. What is the term used to identify those who sell the rights to use a hotels brand name
Marketing activity
Franchisor
25 or fewer
The pool area

49. 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
When resolving hotel operating problems
It has been intentionally left behind
POM
2-4% gross revenue

50. What is true about a hotel room that is 'on-change'
The host pays for the beverages cosumed by guests
It is vacant and not yet cleaned
By associating performance in providing guest service with employee compensation
FTC