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 purpose of cold calling
Identifying guests needs and wants
Www.tripadvisor.com
To qualify prospects
Management contract

2. What is the most important reason for properly maintaining trash removal areas
They should be update as guest preferences change over time
Contribution margin
The elimination of insects - rodents and scavenging animals
The investor seeks a return on investment (ROI)

3. 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
3 times the normal usage
When guests bring in their own bottles of alcohol for consumption at a hotel function
The ratio of different room types in a hotel

4. from what language does the kitchen term 'mise en place' originate
Include bath towels - hand towels - and washclothes
Holiday inn
Trains
French

5. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
The specific brands of products served and serving hours
$13.53
Franchisors sales and marketing efforts
Banquet manager

6. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
They are important for all workers serving food
Room rates and the number of operating hotel properties will increase
Attrition

7. Which method would be least effective for determining guests' needs and wants
$3.20
When resolving hotel operating problems
Waiting for guests to approach staff with specific problems
Contribution margin

8. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Identifying guests needs and wants
Presale activity
2-4% gross revenue
Purchases of food

9. When would hotel guest be charged a corkage fee
Merchant model
Eggs and breakfast meat items
When guests bring in their own bottles of alcohol for consumption at a hotel function
It is increasingly viewed by guests a a sign of commitment to quality service

10. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Room rates and the number of operating hotel properties will increase
Incandescent bulb
Executive chef
Www.tripadvisor.com

11. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
An outside vendor
Attrition
Function rooms
Night auditor

12. Which is an example of a consumer-generated content web site?
50000
Www.tripadvisor.com
It is prepared and cooked at the guests' table
Routine maintenance

13. Which state is NOT among the 3 largest car rental location states
An outside vendor
The ensure guest room cleanliness
New york
Do not clean this room now

14. What does STAR report evaluate
Incandescent bulb
Do not clean this room now
A hotels sales and marketing teams results in relation to those of other hotels
A college graduation weekend occurring near a hotel

15. What is true about transient travelers
It is prepared and cooked at the guests' table
Needles left by intravenous drug users
Service
They are individual travelers

16. Which group would be classified as 'leisure travelers'
AAHOA
They operate hotels for owners but do not use the management company's name as part of the hotels name
A family on vacation
It has been intentionally left behind

17. What is the advantage of a CFL
Confirm item quantity and quality
The specific brands of products served and serving hours
An outside vendor
Reduced operational costs

18. Which housekeeping- related term is not used by professional hoteliers
The strength of the brand name and the revenue the name will bring to the hotel
Maid
Independent
Profits are higher with banquet sales

19. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
Laundry is processed
Franchise service director
Waiting for guests to approach staff with specific problems
AAHOA

20. In a housekeeping department - What is the role of inspector
Attrition
The ensure guest room cleanliness
28
Upon receiving

21. What is another lodging term for work-order
A stock issuing company that can own and operate its own hotels
Guest preference
The food and beverage services offered by the hotel
Maintenance request

22. For food service buyers when does the ownership exchange of products the have purchased actually take place
Identifying guests needs and wants
The elimination of insects - rodents and scavenging animals
Upon receiving
A fixed amount paid for a guests daily travel expense

23. What does Amtrak operate
Air handlers
It has been intentionally left behind
Preventive maintenance
Trains

24. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Maid
The elimination of insects - rodents and scavenging animals
Air handlers
Do not clean this room now

25. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
A reunion held for veterans of the vietnam war
Function rooms
50000
Pilferage

26. Which professional recognition is typically granted by a governmental agency
They operate hotels for owners using the management company's trade name as the hotels brand
Licensing
A web site that allows a hotel's guests to post reviews of their previous stays
Marketing activity

27. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
They operate hotels for owners using the management company's trade name as the hotels brand
Night auditor
Www.tripadvisor.com
Emergency maintenance

28. Who has the greatest influence on the overall quality of service provided within a hotel
The hotels general manager
Purchases of food
Routine maintenance
Preventive maintenance

29. 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
They are individual travelers
They are not being supervised with a service emphasis
The ensure guest room cleanliness
Contribution margin

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

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31. Which of the following is the formula hoteliers use to calculate RevPar
ADR x Occupancy Rate= RevPar
Publicity is free
20%
At the advertised ending time

32. When can a cross-functional team be an effective operatiional tool in a hotel
Kellogg cereal
When resolving hotel operating problems
A fixed amount paid for a guests daily travel expense
$73.00

33. What happens to a hotel's POM costs as a hotel ages
28
Costs increase
It has been intentionally left behind
Presale activity

34. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
Illumination levels
Guest preference
20%
Pilferage

35. What is true about mislaid property
It has been intentionally left behind
POM
The american hotel and lodging association
Emergency maintenance

36. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Chain
Effectively answer open-ended questions about hypothetical service situations
A reunion held for veterans of the vietnam war
Emergency maintenance

37. 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
FOC
POM
Make or buy items
They are not being supervised with a service emphasis

38. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
A fixed amount paid for a guests daily travel expense
Profits are higher with banquet sales
Your ADR is higher then that of your competitors
Www.tripadvisor.com

39. What is the greatest difference between full service and limited service hotels
A college graduation weekend occurring near a hotel
Room rates and the number of operating hotel properties will increase
The food and beverage services offered by the hotel
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

40. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Their price per unit declines
At the advertised ending time
It influences the guests total perception of a hotel visit
ADR x Occupancy Rate= RevPar

41. Which area would be considered public space in a hotel
Identifying guests needs and wants
Water pumps
The pool area
The specific brands of products served and serving hours

42. What happens to the unit price of food service items as the number of those items purchased increases
Empowerment
Night auditor
Their price per unit declines
AAHOA

43. Who usually maintains the washers and ryers placed in a hotels guests laundry
New york
An outside vendor
$2.25
The food and beverage services offered by the hotel

44. Which is true about a hotels commitment to green practices
Executive chef
250
It is increasingly viewed by guests a a sign of commitment to quality service
$2.20

45. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
25 or fewer
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Franchise service director
The investor seeks a return on investment (ROI)

46. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
A family on vacation
Water pumps
Waste disposal costs
Purchases of food

47. Which of the following best describes 'managers reception' in a limited service hotel
Needles left by intravenous drug users
It is a reception that includes the services of complimentary food and/or beverages
Laundry is processed
Be an effective way to measure progress toward established service standards

48. What is true about first tier management companies

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

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50. What is the term used to identify those who sell the rights to use a hotels brand name
Franchisor
Effectively answer open-ended questions about hypothetical service situations
The specific brands of products served and serving hours
Confirm item quantity and quality