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. Which of the following best describes 'managers reception' in a limited service hotel
A stock issuing company that can own and operate its own hotels
It is a reception that includes the services of complimentary food and/or beverages
Group market
Holiday inn

2. Managers can seek out service-minded staff by hiring those job applicants who
Effectively answer open-ended questions about hypothetical service situations
Waiting for guests to approach staff with specific problems
It has been intentionally left behind
Package

3. For Which item below would a 'replace as needed' program be best
Costs increase
Water pumps
They are important for all workers serving food
It is increasingly viewed by guests a a sign of commitment to quality service

4. Which is an example of a consumer-generated content web site?
A la carte
Www.tripadvisor.com
Waste disposal costs
Pilferage

5. 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
POM
A hotels sales and marketing teams results in relation to those of other hotels
A la carte

6. What is true about a hotel room that is 'on-change'
They operate hotels for owners but do not use the management company's name as part of the hotels name
Routine maintenance
It is vacant and not yet cleaned
It is a reception that includes the services of complimentary food and/or beverages

7. What is true about sanitation concerns in a limited service- hotel
Air handlers
Holiday inn
Laundry is processed
They are important for all workers serving food

8. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Effectively answer open-ended questions about hypothetical service situations
Marketing activity
At the advertised ending time
Line level employees

9. What is the term used to identify those who purchase the rights to a hotels brand naem
Sorting/washing/drying
Make or buy items
Franchise
Chain

10. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Profits are higher with banquet sales
Make or buy items
FTC
Routine maintenance

11. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
A la carte
Sorting/washing/drying
$13.53
Opaque rate model

12. Which is the most important market for large convention hotels
Group market
The ensure guest room cleanliness
Maintenance request
New york

13. 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
It is prepared and cooked at the guests' table
Trains
New york

14. What is true about a marketing plan

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15. What is the term describing stealing of small quantities of something over a period of time
Reduced operational costs
Pilferage
Kellogg cereal
The ratio of different room types in a hotel

16. What does a foot candle measure
Emergency maintenance
Illumination levels
Franchise
By associating performance in providing guest service with employee compensation

17. 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
When guests bring in their own bottles of alcohol for consumption at a hotel function
Routine maintenance
Your ADR is higher then that of your competitors

18. What is most likely to happen when many travelers want to visit and stay in an area
At the advertised ending time
$2.25
Room rates and the number of operating hotel properties will increase
It has been intentionally left behind

19. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Deep cleaning
Group market
Room rates and the number of operating hotel properties will increase
Flag

20. What is the industry term for an organization that provides travel booking services on the internet
A web site that allows a hotel's guests to post reviews of their previous stays
An outside vendor
OTA
Waste disposal costs

21. 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
POM
Incandescent bulb
The pool area
Franchisors sales and marketing efforts

22. In a housekeeping department - What is the role of inspector
The ensure guest room cleanliness
It has been intentionally left behind
The pool area
The american hotel and lodging association

23. from what language does the kitchen term 'mise en place' originate
It has been intentionally left behind
The buying is based upon predetermined desired inventory levels
French
3 times the normal usage

24. What is a per diem
A fixed amount paid for a guests daily travel expense
Housekeeping
Your ADR is higher then that of your competitors
A reunion held for veterans of the vietnam war

25. In a hotel guest room - Which is a potential source of HIV
Needles left by intravenous drug users
Contribution margin
Attrition
Older travelers

26. To whom does the sous chef in a large hotel report
Franchisors sales and marketing efforts
Empowerment
Line level employees
Executive chef

27. Which group of employees will most often initiate the largest number of work orders
Housekeeping
Value
Confirm item quantity and quality
$13.53

28. Which of the following is most essential to providing good service
It is vacant and not yet cleaned
The strength of the brand name and the revenue the name will bring to the hotel
Identifying guests needs and wants
$13.53

29. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
Depreciation
Presale activity
Management contract

30. What best describes a hotels chief engineer

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31. Which of the following is essential if employees are to effectively resolve guest problems as they occur
Value
Management contract
Flag
The authority to make key decisions

32. What do the initials PM refer to in a hotel maintenance department
Preventive maintenance
Profits are higher with banquet sales
POM
Deep cleaning

33. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Ritz carlton
It has been intentionally left behind
Do not clean this room now
Marketing activity

34. What is true about the cost of providing room service meals
When guests bring in their own bottles of alcohol for consumption at a hotel function
Upon receiving
The cost is higher than that of dining room service
Room rates and the number of operating hotel properties will increase

35. 'Terry' refers to guest room amenities that
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Include bath towels - hand towels - and washclothes
The investor seeks a return on investment (ROI)
Improved overall managment of the hotel

36. What is the type of dining in which each available menu item is sold for an individual price
A la carte
They are important for all workers serving food
POM
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

37. Who usually maintains the washers and ryers placed in a hotels guests laundry
Franchisor
An outside vendor
Make or buy items
A fixed amount paid for a guests daily travel expense

38. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
$73.00
Incandescent bulb
Preventive maintenance
The strength of the brand name and the revenue the name will bring to the hotel

39. Which method would be least effective for determining guests' needs and wants
Air handlers
Reduced operational costs
Waiting for guests to approach staff with specific problems
Presale activity

40. Who usually maintains the washers and dryers placed in a hotel's guest laundry
An outside vendor
French
To help keep workers safe
The specific brands of products served and serving hours

41. What is the most important reason for properly maintaining trash removal areas
Depreciation
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Presale activity
The elimination of insects - rodents and scavenging animals

42. Who has the greatest influence on the overall quality of service provided within a hotel
To qualify prospects
The food and beverage services offered by the hotel
Older travelers
The hotels general manager

43. What does STAR report evaluate
It has been intentionally left behind
The american hotel and lodging association
Older travelers
A hotels sales and marketing teams results in relation to those of other hotels

44. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
25 or fewer
Package
Preventive maintenance
Group market

45. which factor most influences guest perceptions about their experience at a lodging operation
Service
Routine maintenance
It influences the guests total perception of a hotel visit
The authority to make key decisions

46. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
Air handlers
Your ADR is higher then that of your competitors
They are not being supervised with a service emphasis
28

47. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Function rooms
Improved overall managment of the hotel
Sorting/washing/drying
Ritz carlton

48. What is true about abandoned property
The buying is based upon predetermined desired inventory levels
It is increasingly viewed by guests a a sign of commitment to quality service
It has been intentionally left behind
Line level employees

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

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50. 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
Franchise
Air handlers
$73.00
It is a reception that includes the services of complimentary food and/or beverages