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. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Contribution margin
Flag
Emergency maintenance
The host pays for the beverages cosumed by guests

2. In Which type of booking model are room rates readily viewed on-line by potential guests?
A stock issuing company that can own and operate its own hotels
The american hotel and lodging association
Merchant model
250

3. 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
Maintenance request
Franchise
50%
Chain

4. What is true about hotel management companies
Franchisors sales and marketing efforts
The ensure guest room cleanliness
Purchases of food
They generally manage hotels for a fee

5. In a housekeeping department - What is the role of inspector
Make or buy items
The ensure guest room cleanliness
To qualify prospects
25 or fewer

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?
To help keep workers safe
GDS
It has been intentionally left behind
Ritz carlton

7. What is the greatest difference between full service and limited service hotels
The food and beverage services offered by the hotel
GDS
Personality type
Franchisors sales and marketing efforts

8. Which method would be least effective for determining guests' needs and wants
50000
Waiting for guests to approach staff with specific problems
Confirm item quantity and quality
Be an effective way to measure progress toward established service standards

9. 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
Attrition
Costs increase
The elimination of insects - rodents and scavenging animals
Marketing activity

10. What is true about first tier management companies

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11. What does STAR report evaluate
A hotels sales and marketing teams results in relation to those of other hotels
A hotels occupancy tax
They should be update as guest preferences change over time
The ensure guest room cleanliness

12. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
They should be update as guest preferences change over time
At the advertised ending time
They operate hotels for owners using the management company's trade name as the hotels brand
A la carte

13. What is true about an investor in a hotel
Upon receiving
Make or buy items
Pilferage
The investor seeks a return on investment (ROI)

14. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
They are individual travelers
Laundry is processed
Franchise service director
A family on vacation

15. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
Franchise
Function rooms
By associating performance in providing guest service with employee compensation

16. Which of the following best describes a 'moment of truth'
Profits are higher with banquet sales
Pilferage
FTC
It influences the guests total perception of a hotel visit

17. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Effectively answer open-ended questions about hypothetical service situations
Maid
FOC
Deep cleaning

18. Which area would be considered public space in a hotel
Air handlers
When resolving hotel operating problems
The pool area
Personality type

19. What is the term describing stealing of small quantities of something over a period of time
Franchise
250
Pilferage
Laundry is processed

20. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
Needles left by intravenous drug users
Independent
Depreciation
It matches expenses incurred with revenues generated

21. Which is true about a hotels commitment to green practices
Profits are higher with banquet sales
It is increasingly viewed by guests a a sign of commitment to quality service
To qualify prospects
Chain

22. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
50%
Maintenance request
They will have the same quality service expectations
Function rooms

23. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
They should be update as guest preferences change over time
$1.38
Holiday inn
At the advertised ending time

24. what type of activity describes the act of placing an ad in the yellow pages?
Housekeeping
OTA
Profits are higher with banquet sales
Marketing activity

25. When can a cross-functional team be an effective operatiional tool in a hotel
Marketing activity
When resolving hotel operating problems
Executive chef
Emergency maintenance

26. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Franchisor
Do not clean this room now
The authority to make key decisions
Ritz carlton

27. Which of the following is most essential to providing good service
Identifying guests needs and wants
A reunion held for veterans of the vietnam war
The food and beverage services offered by the hotel
Management contract

28. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
The person in charge of the hotel's maintenances department
Empowerment
AAHOA
The hotels general manager

29. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Illumination levels
The specific brands of products served and serving hours
Package
$73.00

30. 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
Empowerment
Trains
The specific brands of products served and serving hours
FOC

31. What is true about a marketing plan

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32. What is the purpose of an MSDS
Presale activity
Line level employees
To help keep workers safe
It has been intentionally left behind

33. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Do not clean this room now
The pool area
Opaque rate model
Eggs and breakfast meat items

34. What is a normal par level in hotel laundry
3 times the normal usage
The elimination of insects - rodents and scavenging animals
Empowerment
The authority to make key decisions

35. Which group of employees will most often initiate the largest number of work orders
Effectively answer open-ended questions about hypothetical service situations
The american hotel and lodging association
Housekeeping
Emergency maintenance

36. What is a REIT
It is a reception that includes the services of complimentary food and/or beverages
Include bath towels - hand towels - and washclothes
Maintenance request
A stock issuing company that can own and operate its own hotels

37. what type of activity describes a site tour
The specific brands of products served and serving hours
Presale activity
Identifying guests needs and wants
2-4% gross revenue

38. What is the industry term for an organization that provides travel booking services on the internet
Value
Illumination levels
When resolving hotel operating problems
OTA

39. Which of the following is the formula hoteliers use to calculate RevPar
Your ADR is higher then that of your competitors
Room rates and the number of operating hotel properties will increase
Franchise service director
ADR x Occupancy Rate= RevPar

40. What is the most important reason for properly maintaining trash removal areas
The elimination of insects - rodents and scavenging animals
Illumination levels
It is vacant and not yet cleaned
Profits are higher with banquet sales

41. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
The ratio of different room types in a hotel
Www.tripadvisor.com
BEO

42. What is the one reason a hotel owner might consider hiring a hotel management company
It is designed to meet the hotel's sales goal
Improved overall managment of the hotel
Depreciation
They will have the same quality service expectations

43. What happens to a hotel's POM costs as a hotel ages
50000
FTC
The investor seeks a return on investment (ROI)
Costs increase

44. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Chain
20%
Franchise
The buying is based upon predetermined desired inventory levels

45. What is the advantage of a CFL
When guests bring in their own bottles of alcohol for consumption at a hotel function
Illumination levels
A fixed amount paid for a guests daily travel expense
Reduced operational costs

46. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Chain
$3.20
$13.53
Value

47. Which is the most important market for large convention hotels
The specific brands of products served and serving hours
Improved overall managment of the hotel
It matches expenses incurred with revenues generated
Group market

48. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Kellogg cereal
FOC
They are not being supervised with a service emphasis
Incandescent bulb

49. A brand specific frequent guest program is an example of a...
Franchisors sales and marketing efforts
FTC
The number of hotel rooms sold the previous night
They operate hotels for owners using the management company's trade name as the hotels brand

50. Which is an example of a consumer-generated content web site?
Night auditor
Www.tripadvisor.com
25 or fewer
It has been intentionally left behind