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 travel industry term used to describe a group of travel services - such as hotel rooms - meals - and airfare - sold for one price
Package
They are important for all workers serving food
An outside vendor
Licensing

2. A brand specific frequent guest program is an example of a...
Identifying guests needs and wants
Franchisors sales and marketing efforts
Incandescent bulb
Trains

3. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Line level employees
A stock issuing company that can own and operate its own hotels
20%
The specific brands of products served and serving hours

4. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
$1.38
Do not clean this room now
They operate hotels for owners but do not use the management company's name as part of the hotels name
An outside vendor

5. Which group of employees will most often initiate the largest number of work orders
It is a reception that includes the services of complimentary food and/or beverages
Housekeeping
It is vacant and not yet cleaned
Older travelers

6. 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?
Housekeeping
Your ADR is higher then that of your competitors
GDS
Executive chef

7. What is true about a marketing plan

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8. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
Routine maintenance
The food and beverage services offered by the hotel
Franchise service director
A family on vacation

9. from what language does the kitchen term 'mise en place' originate
Franchise
OTA
French
50%

10. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The american hotel and lodging association
An outside vendor
The strength of the brand name and the revenue the name will bring to the hotel
The buying is based upon predetermined desired inventory levels

11. Who has the greatest influence on the overall quality of service provided within a hotel
Chain
Trains
The hotels general manager
$2.20

12. In a housekeeping department - What is the role of inspector
2-4% gross revenue
3 times the normal usage
Emergency maintenance
The ensure guest room cleanliness

13. What should happen to service procedures after they have been implemented in a hotel
They should be update as guest preferences change over time
Presale activity
A college graduation weekend occurring near a hotel
Deep cleaning

14. What is true about abandoned property
It has been intentionally left behind
They generally manage hotels for a fee
Illumination levels
Publicity is free

15. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
The elimination of insects - rodents and scavenging animals
It is prepared and cooked at the guests' table
Flag
Opaque rate model

16. How can guest service best be integrated with employee reward systems
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
By associating performance in providing guest service with employee compensation
Function rooms
It is designed to meet the hotel's sales goal

17. What is true about abandoned property
Publicity is free
The ratio of different room types in a hotel
Daily
It has been intentionally left behind

18. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
By associating performance in providing guest service with employee compensation
Laundry is processed
Marketing activity
They are not being supervised with a service emphasis

19. What is the advantage of a CFL
The person in charge of the hotel's maintenances department
Their price per unit declines
French
Reduced operational costs

20. Which is an example of a consumer-generated content web site?
Group market
Air handlers
Www.tripadvisor.com
Franchise

21. Which group is more likely to use the services of a travel agent
The ensure guest room cleanliness
$1.38
Depreciation
Older travelers

22. what type of activity describes the act of placing an ad in the yellow pages?
The host pays for the beverages cosumed by guests
Marketing activity
It matches expenses incurred with revenues generated
A stock issuing company that can own and operate its own hotels

23. what would the occupancy rate for a hotel that has 200 rooms on a day in January In which it sold 100 rooms and received total rooms revenue of $17000
50%
$13.53
They generally manage hotels for a fee
Trains

24. What is true about the cost of providing room service meals
The cost is higher than that of dining room service
It influences the guests total perception of a hotel visit
Illumination levels
The person in charge of the hotel's maintenances department

25. What is a REIT
A stock issuing company that can own and operate its own hotels
Merchant model
It has been intentionally left behind
The investor seeks a return on investment (ROI)

26. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Deep cleaning
Older travelers
Comp set

27. When would hotel guest be charged a corkage fee
Maintenance request
When guests bring in their own bottles of alcohol for consumption at a hotel function
FTC
To help keep workers safe

28. Which of the following is essential if employees are to effectively resolve guest problems as they occur
A fixed amount paid for a guests daily travel expense
Publicity is free
The authority to make key decisions
OTA

29. What do the initials PM refer to in a hotel maintenance department
A web site that allows a hotel's guests to post reviews of their previous stays
Banquet manager
Preventive maintenance
Kellogg cereal

30. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
It has been intentionally left behind
They will have the same quality service expectations
Franchise
Profits are higher with banquet sales

31. What is the lodging industry term for a hotel that is not part of a franchise group?
Value
Depreciation
Independent
50000

32. What is a per diem
It has been intentionally left behind
A fixed amount paid for a guests daily travel expense
Improved overall managment of the hotel
Daily

33. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
The elimination of insects - rodents and scavenging animals
Empowerment
The specific brands of products served and serving hours
A stock issuing company that can own and operate its own hotels

34. A CVB is typically funded by what
Www.tripadvisor.com
Eggs and breakfast meat items
A hotels occupancy tax
Deep cleaning

35. In regard to quality service - a gal of zero defects can
Sorting/washing/drying
Be an effective way to measure progress toward established service standards
28
It has been intentionally left behind

36. Which position would be a direct report to a hotels F&B director
Banquet manager
Personality type
The ratio of different room types in a hotel
Line level employees

37. Who usually maintains the washers and ryers placed in a hotels guests laundry
Confirm item quantity and quality
An outside vendor
Franchise service director
Guest preference

38. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Daily
Personality type
Www.tripadvisor.com
It is increasingly viewed by guests a a sign of commitment to quality service

39. Which types of food items have labor 'built in' to their prices
Effectively answer open-ended questions about hypothetical service situations
20%
Make or buy items
Identifying guests needs and wants

40. Which of the following is most essential to providing good service
A fixed amount paid for a guests daily travel expense
Identifying guests needs and wants
Personality type
It is prepared and cooked at the guests' table

41. Which of the following best describes 'managers reception' in a limited service hotel
FOC
Eggs and breakfast meat items
It is a reception that includes the services of complimentary food and/or beverages
50000

42. What is the industry term for an organization that provides travel booking services on the internet
OTA
Routine maintenance
Include bath towels - hand towels - and washclothes
Confirm item quantity and quality

43. What is true about a hotel room that is 'on-change'
Empowerment
Costs increase
It is vacant and not yet cleaned
Attrition

44. In the small town of someko - michigan there are 5 hotels with a combined total of 650 sleeping rooms. during june an avg. of 400 of those rooms were sold each day - generating $29 -200 in room sales. What was the average daily rate (ADR) of the town
Do not clean this room now
$73.00
50000
FOC

45. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Illumination levels
Function rooms
POM
Chain

46. In the lodging industry - What is the meaning of the term room mix
Contribution margin
BEO
Eggs and breakfast meat items
The ratio of different room types in a hotel

47. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
20%
25 or fewer
Attrition
It is designed to meet the hotel's sales goal

48. What is true about transient travelers
AAHOA
They are individual travelers
Guest preference
GDS

49. Which is true about a hotels commitment to green practices
Trains
Needles left by intravenous drug users
It is increasingly viewed by guests a a sign of commitment to quality service
Your ADR is higher then that of your competitors

50. What is true about a hosted bar
3 times the normal usage
The host pays for the beverages cosumed by guests
AAHOA
A la carte