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 agency that enforces federal antitrust and consumer protection laws related to franchisors
Waste disposal costs
FTC
Laundry is processed
A reunion held for veterans of the vietnam war

2. What is true about an accrual accounting system
They operate hotels for owners using the management company's trade name as the hotels brand
The investor seeks a return on investment (ROI)
Presale activity
It matches expenses incurred with revenues generated

3. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Maid
Waiting for guests to approach staff with specific problems
A reunion held for veterans of the vietnam war
It is a reception that includes the services of complimentary food and/or beverages

4. What best describes a hotels chief engineer

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5. How can guest service best be integrated with employee reward systems
French
Franchise
Be an effective way to measure progress toward established service standards
By associating performance in providing guest service with employee compensation

6. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
50%
A web site that allows a hotel's guests to post reviews of their previous stays
Empowerment
It has been intentionally left behind

7. 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
2-4% gross revenue
Attrition
Service
A family on vacation

8. 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
They are important for all workers serving food
Opaque rate model
Package
Kellogg cereal

9. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Holiday inn
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Opaque rate model
Guest preference

10. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
Pilferage
They will have the same quality service expectations
Line level employees
It has been intentionally left behind

11. What is the one reason a hotel owner might consider hiring a hotel management company
$3.20
Improved overall managment of the hotel
50000
Maid

12. What happens in a hotels OPL
Laundry is processed
FTC
It is designed to meet the hotel's sales goal
$1.38

13. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Management contract
When guests bring in their own bottles of alcohol for consumption at a hotel function
Holiday inn
A college graduation weekend occurring near a hotel

14. What is the term used to identify those who sell the rights to use a hotels brand name
Sorting/washing/drying
Franchisor
They operate hotels for owners using the management company's trade name as the hotels brand
Opaque rate model

15. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Line level employees
$73.00
Daily
It is prepared and cooked at the guests' table

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

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17. Who usually maintains the washers and dryers placed in a hotel's guest laundry
They operate hotels for owners using the management company's trade name as the hotels brand
An outside vendor
A la carte
It has been intentionally left behind

18. Which food service activity happens first
Personality type
A college graduation weekend occurring near a hotel
$73.00
Confirm item quantity and quality

19. What is true about a marketing plan

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20. What is the purpose of an MSDS
When resolving hotel operating problems
To help keep workers safe
They operate hotels for owners but do not use the management company's name as part of the hotels name
Executive chef

21. What does Amtrak operate
Trains
The american hotel and lodging association
It is designed to meet the hotel's sales goal
250

22. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
20%
Reduced operational costs
$13.53
To qualify prospects

23. What is true about mislaid property
Do not clean this room now
It has been intentionally left behind
Daily
Waiting for guests to approach staff with specific problems

24. which factor most influences guest perceptions about their experience at a lodging operation
Water pumps
Franchise
Service
20%

25. A CVB is typically funded by what
Housekeeping
A hotels occupancy tax
Preventive maintenance
It is a reception that includes the services of complimentary food and/or beverages

26. What is true about the traditional russian style

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27. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
Do not clean this room now
Waiting for guests to approach staff with specific problems
Identifying guests needs and wants

28. What is the type of dining in which each available menu item is sold for an individual price
Illumination levels
Make or buy items
A la carte
Do not clean this room now

29. what type of activity describes a site tour
$73.00
20%
Presale activity
Empowerment

30. Who has the greatest influence on the overall quality of service provided within a hotel
The hotels general manager
Purchases of food
Make or buy items
A hotels occupancy tax

31. What is true about a hotel room that is 'on-change'
GDS
It is vacant and not yet cleaned
It is increasingly viewed by guests a a sign of commitment to quality service
Package

32. What is a lodging industry term for hotels operating under the same brand name
Merchant model
ADR x Occupancy Rate= RevPar
Chain
To qualify prospects

33. What happens to the unit price of food service items as the number of those items purchased increases
Value
Reduced operational costs
Effectively answer open-ended questions about hypothetical service situations
Their price per unit declines

34. Which of the following is the formula hoteliers use to calculate RevPar
A hotels occupancy tax
ADR x Occupancy Rate= RevPar
Opaque rate model
Independent

35. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
They are not being supervised with a service emphasis
Illumination levels
$3.20
Be an effective way to measure progress toward established service standards

36. Approximately how many hotels are in operation in the US
Trains
BEO
50000
$2.25

37. What is another lodging term for work-order
Maintenance request
Incandescent bulb
Room rates and the number of operating hotel properties will increase
POM

38. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
The hotel's executive housekeeper in keeping with the hotel policies and procedures
250
Incandescent bulb
Illumination levels

39. 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
The specific brands of products served and serving hours
Eggs and breakfast meat items
The cost is higher than that of dining room service
$2.25

40. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
Older travelers
Maid
Routine maintenance
28

41. What does STAR report evaluate
The specific brands of products served and serving hours
A hotels sales and marketing teams results in relation to those of other hotels
They are not being supervised with a service emphasis
Kellogg cereal

42. For Which item below would a 'replace as needed' program be best
Management contract
Water pumps
Publicity is free
Needles left by intravenous drug users

43. What is the lodging industry term for a hotel that is not part of a franchise group?
$1.38
A hotels sales and marketing teams results in relation to those of other hotels
Independent
$73.00

44. What is a per diem
28
A fixed amount paid for a guests daily travel expense
The specific brands of products served and serving hours
Function rooms

45. 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
Function rooms
$2.20
$73.00
The buying is based upon predetermined desired inventory levels

46. 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
Marketing activity
Water pumps
Contribution margin
It has been intentionally left behind

47. What is the advantage of a CFL
Attrition
The authority to make key decisions
The ensure guest room cleanliness
Reduced operational costs

48. What is true about the cost of providing room service meals
Room rates and the number of operating hotel properties will increase
The cost is higher than that of dining room service
Line level employees
Comp set

49. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
FOC
Contribution margin
Guest preference
Emergency maintenance

50. Which group would be classified as 'leisure travelers'
Effectively answer open-ended questions about hypothetical service situations
Trains
A family on vacation
Maid