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 another lodging term for work-order
Maintenance request
The pool area
Reduced operational costs
Personality type

2. When would hotel guest be charged a corkage fee
Franchisor
When guests bring in their own bottles of alcohol for consumption at a hotel function
Function rooms
The cost is higher than that of dining room service

3. Who has the greatest influence on the overall quality of service provided within a hotel
Waiting for guests to approach staff with specific problems
The cost is higher than that of dining room service
The hotels general manager
50%

4. which factor most influences guest perceptions about their experience at a lodging operation
It has been intentionally left behind
Night auditor
Service
Contribution margin

5. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Laundry is processed
When resolving hotel operating problems
The specific brands of products served and serving hours
Ritz carlton

6. 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
$2.20
Purchases of food
Waiting for guests to approach staff with specific problems
An outside vendor

7. When can a cross-functional team be an effective operatiional tool in a hotel
It has been intentionally left behind
The elimination of insects - rodents and scavenging animals
Franchisors sales and marketing efforts
When resolving hotel operating problems

8. 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
They operate hotels for owners using the management company's trade name as the hotels brand
POM
Trains
Their price per unit declines

9. What is the one reason a hotel owner might consider hiring a hotel management company
Air handlers
Opaque rate model
Preventive maintenance
Improved overall managment of the hotel

10. What does STAR report evaluate
Holiday inn
A hotels sales and marketing teams results in relation to those of other hotels
Maintenance request
They will have the same quality service expectations

11. What is a per diem
A fixed amount paid for a guests daily travel expense
By associating performance in providing guest service with employee compensation
$73.00
French

12. What is another lodging industry term for a specific hotel brand name
Holiday inn
A reunion held for veterans of the vietnam war
Flag
Routine maintenance

13. What does Amtrak operate
A web site that allows a hotel's guests to post reviews of their previous stays
Trains
Flag
Franchisors sales and marketing efforts

14. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Trains
Do not clean this room now
The authority to make key decisions
Laundry is processed

15. In a 150 room hotel with housekeeping costs of $8000 and 2 -500 rooms sold in a mont - what would be the hotels labor cost per occupied room for that month
Make or buy items
The food and beverage services offered by the hotel
It is prepared and cooked at the guests' table
$3.20

16. The best menus are those developed based upon
A stock issuing company that can own and operate its own hotels
Chain
They generally manage hotels for a fee
Guest preference

17. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
It is increasingly viewed by guests a a sign of commitment to quality service
At the advertised ending time
Housekeeping
Value

18. In a housekeeping department - What is the role of inspector
$73.00
All housekeeping employees
The ensure guest room cleanliness
Merchant model

19. Which of the following represents the correct order of procedures used in cleaning linens and terry products
To qualify prospects
Sorting/washing/drying
A la carte
Deep cleaning

20. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Profits are higher with banquet sales
Franchise
Your ADR is higher then that of your competitors
Sorting/washing/drying

21. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
The hotels general manager
To qualify prospects
Their price per unit declines
Function rooms

22. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
2-4% gross revenue
Profits are higher with banquet sales
The buying is based upon predetermined desired inventory levels
It influences the guests total perception of a hotel visit

23. what type of activity describes a site tour
50%
Banquet manager
Include bath towels - hand towels - and washclothes
Presale activity

24. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Chain
Incandescent bulb
Improved overall managment of the hotel
Emergency maintenance

25. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
20%
Comp set
FTC
Ritz carlton

26. What is true about mislaid property
To qualify prospects
It has been intentionally left behind
Franchise service director
Laundry is processed

27. What is a normal par level in hotel laundry
3 times the normal usage
It is prepared and cooked at the guests' table
Night auditor
Ritz carlton

28. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
The hotel's executive housekeeper in keeping with the hotel policies and procedures
POM
Deep cleaning
Management contract

29. What is true about a marketing plan

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30. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
They are important for all workers serving food
Night auditor
The pool area
Guest preference

31. What is the type of dining in which each available menu item is sold for an individual price
GDS
A la carte
Franchisors sales and marketing efforts
28

32. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
FTC
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
An outside vendor
They will have the same quality service expectations

33. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
To qualify prospects
By associating performance in providing guest service with employee compensation
They should be update as guest preferences change over time
At the advertised ending time

34. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
The person in charge of the hotel's maintenances department
Waiting for guests to approach staff with specific problems
The strength of the brand name and the revenue the name will bring to the hotel
Value

35. What is true about a hotel room that is 'on-change'
The hotels general manager
It matches expenses incurred with revenues generated
It is vacant and not yet cleaned
The specific brands of products served and serving hours

36. Which brand is generally recognized as the first hotel chain
The pool area
$73.00
Holiday inn
The number of hotel rooms sold the previous night

37. What should happen to service procedures after they have been implemented in a hotel
20%
The hotel's executive housekeeper in keeping with the hotel policies and procedures
It influences the guests total perception of a hotel visit
They should be update as guest preferences change over time

38. For food service buyers when does the ownership exchange of products the have purchased actually take place
French
Value
Upon receiving
The specific brands of products served and serving hours

39. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Franchisor
Banquet manager
Empowerment
28

40. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Pilferage
The authority to make key decisions
Line level employees
They are important for all workers serving food

41. 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
Flag
Contribution margin
Line level employees
Incandescent bulb

42. from what language does the kitchen term 'mise en place' originate
Their price per unit declines
25 or fewer
French
Sorting/washing/drying

43. What is the advantage of a CFL
Reduced operational costs
Include bath towels - hand towels - and washclothes
50000
$13.53

44. What happens to a hotel's POM costs as a hotel ages
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Costs increase
It is designed to meet the hotel's sales goal
Waiting for guests to approach staff with specific problems

45. What is true about the traditional russian style

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46. Which method would be least effective for determining guests' needs and wants
Waiting for guests to approach staff with specific problems
A web site that allows a hotel's guests to post reviews of their previous stays
ADR x Occupancy Rate= RevPar
50%

47. What is a lodging industry term for hotels operating under the same brand name
Chain
It has been intentionally left behind
Guest preference
Identifying guests needs and wants

48. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
They operate hotels for owners but do not use the management company's name as part of the hotels name
The american hotel and lodging association
A stock issuing company that can own and operate its own hotels
They should be update as guest preferences change over time

49. Who usually maintains the washers and ryers placed in a hotels guests laundry
Comp set
The american hotel and lodging association
An outside vendor
Your ADR is higher then that of your competitors

50. What is true about second-tier management companies

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