Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
Stack #322295
| Question | Answer |
|---|---|
| Today, the hotel industry is approximately a ___________ industry. | $100 Billion |
| When many travelers want to stay in an area: | Room rates will increase |
| The most popular method of travel in the U.S is by: | Car |
| Which of the following is NOT an objective of trade associations? -To negotiate hotel rates -To communicate with the public & the government -To improve the skills and knowledge of hoteliers -To expose hoteliers to new products and services | To negotiate hotel rates |
| Which of the following is true regarding the differences between travel agents and tour operators? | Travel agents collect commissions from the hotels they choose for their clients |
| It is estimated that, in the future, hotel bookings completed on the Internet: | Will increase |
| Which of the following is NOT often a reason that individuals decide to invest in hotels? -Favorable tax status resulting from hotel's depreciation -The long-term effects of real estate appreciation -To secure a buy out -Profits from monthly operation | To secure a buy-out |
| Management companies do all the following EXCEPT: -Own a hotel -Be a partner in a hotel -Have others manage and/or own the hotel -Manage a hotel | Have others manage and/or own the hotel |
| Which of the following do hotel owners consider an advantage of hiring a management company? -^ control over selection of the onsite GM -Becomes easier to retain talented managers -Freedom from liabilities -Improved management quality | Improved management quality |
| Which of the following is an example of a Second Tier management company? -Hyatt -Winehardener & Hammons, Inc. -Hilton -Sheraton | Winehardener and Hammons, Inc. |
| All of the following are itens often included in a management contract EXCEPT: -Liability clauses -Operating responsibilities -ROI guarantees -Preopening services | Return on Investment guarantees |
| All of the following are circumstances under which an investor is likely to hire a management company EXCEPT: | The hotel is very small and the investor wants to take an active management role |
| Those who buy the right to use a brand name are known as: | Franchisees |
| When a management company and investor enter into a management contract, the contract will end: | According to the terms outlined in the contract |
| Moments of truth: | Influence a guest's total perception of a visit |
| A cross-functional team is an effective tool for: | Resolving operational problems |
| Who is most likely to have the greatest knowledge of guest likes and dislikes? | Line-level employees |
| Which factor most influences guest perceptions about their experience at a lodging operation? | Service |
| Which is NOT an effective method for determining guest needs and wants? | Waiting for guests to approach staff with problems |
| Which of the following is essential to empowering employees? -A quick orientation process -Clear lines of authority -Conflict resolution services -The authority to make key decisions | The authority to make key decisions |
| Who has the greatest influence upon the overall quality of service provided within a hotel? -General Manager -Management Company -Brand Manager -Investor | General manager |
| Which of the following is NOT an example of a professional occupation? -Teaching -Medicine -Hospitality service personnel -All of the above | All of the above |
| Continous Quality Improvement emphasizes the importance of: -Recognizing and resolving problems -"Better, Fast, Cheaper" -Service procedures which are consistent over time -Zero defects | Recognizing and resolving problems |
| Which is NOT one of the four basic functions of management? -Planning -Organizing -Owning -Controlling | Owning |
| Which is the process of supervising staff members in the workplace? -Controlling -Directing -Teaching -Mentoring | Mentoring |
| An example of management principle might be: -Quality Inspection Scores -Put the good of the org. before individual members -Authority & directing -The art of mngt. teaches a manager to "do" | Put the good of the organization before that of its individual members |
| Which is NOT a key responsibility of a hotel's General Manager? | Housekeeping |
| Scoring consistently low on Quality Inspections would most likely result in: | Being dropped as a brand franchisee |
| Community efforts that often involve a G.M. include all of the following EXCEPT: -Voter registration & polling -Hosting & attending charity events -Assting w/comm. fundraisors held @ hotel -Interacting w/comm. orgs. seeking activity sponsorships | Voter registration and polling |
| In property management, it is most important that the General Manager be: -Capable of running the property indepnly & efficiently -Aware of the comm.influence of the property -Able to count on the help of the supervisory staff & other empl. | Able to count on the help of the supervisory staff and other employees |
| Comp rooms are typically given only when: | It is in the best interest of the hotel |
| Which of the following staff members is most important to the success of a hotel operation? -General manager -Line-level employee -Front desk staff -All are equally important as parts of the team | All are equally important as parts of the team |
| A general manager interested in participative management would be most likely to do which of the following? -Adopt a bureaucratic leadership style -Ask for employee input in decision making -^ emply. compensation regularly -Ignore hotel rules & reg's | Ask for employees input in decision-making |
| Which of the following is most important to the effectiveness of a departmental or cross-functional team? | Being well aware of their own departmental responsibilities |
| Before administrating negative forms of discipline, supervisors should assure that: | All the information leading to the offense is accurate |
| As far as the overall hotel operation is concerned, departmental teams often: -Increase quality & quantity of work outputs -Decrease employ. morale -Slow productivity -Increase operating costs | Increase quality and quantity of work outputs |
| Effective listening by supervisors requires that they do all of the following EXCEPT: | Regulate what the speaker is saying |
| All of the following are special supervisory concerns EXCEPT: -Training -Motivation -Communication -Dictating | Dictating |
| Which of the following is NOT a responsibility and/or obligation of supervisors? -To serve as a linking pin -To show respect -To make all team decisions -To work as a member of the team | To make all team decisions |
| Professional development opportunities are: -Only important for new&line level emply. -Important for retaining best poss. emply. -The sole responsib. of GM -Detrimental to cultural diversity of hotel | Important for retaining the best possible employees |
| Promotion from within is: | Motivation for employees to excel at their current positions |
| Which of the following is most important for a productive and positive work environment? | That the workforce be accepting of culturally diverse members |
| In hotels without a human resources department, who is most likely to assume HR responsibilities? | The G.M./other managers |
| Which of the following is NOT a health/wellness issue that should be of concern to a Human Resources department? -Stress -AIDS/HIV -Carpal Tunnel Syndrome -All should be of concern | All should be of concern |
| "Compensation" can be used to refer to all of the following EXCEPT: -Tax returns -Fringe benefits -Wages -Bonuses | Tax returns |
| Which of the following is NOT a record that a Human Resources department is required to/should keep? -Wages paid -FMLA covered leave -Union participation Employment eligibility verification | Records of union participation |
| "Backdoor marketing" is an important tactic meant to: | Assure that hospitality is demonstrated to employees |
| Yield management: | Can positively affect RevPar |
| Which of the following would NOT be considered a room type: | Second floor v. Third floor |
| Overbooking hotel rooms is: | Done in anticipation of cancellations or no-shows |
| To authorize a credit or debit card means to: | Place a "hold" on a specific dollar amount that could be charged to the card in the future |
| Registration cards should be prepared: | For all guests |
| The system within a hotel used to process incoming, internal, and outgoing calls is referred to as the: | PBX system |
| Sell-outs are LEAST likely to be affected by: -Special events -Number of out of order rooms -Holidays -Group bookings | Number of out-of-order rooms |
| In most cases, group room rates for a specific time period will be: -Lower than transient rates -Higher than transient rates -Equal to transient rates -1.3 times greater than transient rates | Lower than transient rates |
| a site tour is an example of a: | Pre-sale activity |
| The difference between the original request for a group rooms and the actual pickup of the group is known as: | Attrition |
| A frequent guest program is an example of a: -Hotel sales effort -Hotel marketing effort -Franchisor sales & marketing effort -Variation of PMS management | Franchisor sales and marketing effort |
| A par diem is: | A daily fixed amount paid for traveler's lodging expense |
| Large convention hotels attract most of their business from: | Group market |
| A large manufacturing plant located near a hotel is likely to be considered a: | Demand generator |
| Room mix refers to: | The ratio of room types in a hotel |
| "House count" refers to the: | Number of individuals staying in the hotel |
| "Cash" refers to: -Coins and bills -Personal and business checks -Credit and debit card charges -All of the above | All of the above |
| The greatest threat to the security of a hotel's cash assets is: | Employee theft or fraud |
| An Income Statement lists: | Revenue and expenses |
| Purchasing equipment, land, or buildings for a hotel is considered a __________ expenditure. | Capital |
| Budgets accomplish all of the following EXCEPT: -Allow mngt to prepare for future business conditions -Provide hotel mngrs w/reasonable estim. of future expense level -Estim. probable financial returns on investment -Ensuring hotel profitability | Ensuring hotel profitability |
| The Manager's Daily is a: | Recap of the prior day's revenue |
| A hotel room that is "on change" is one that is: | Vacant but not yet cleaned |
| A house keeping inspector: -Supervises the Executive Housekeeper -Typically the hotel's best room attendant -Responsible for quality control -A public space cleaner | Is responsible for quality control |
| A guest room with a "DND" on it means: | Do not clean this room now |
| Mislaid property is property that has been: | Unintentionally left behind |
| Blood-borne pathogen training should be given to: | All housekeeping employees |
| When a hotel room or area in the public space undergoes extraordinary cleaning procedures, the area is said to have been: | Deep cleaned |
| Par levels in a laundry should be typically be ___ times normal usage. | 3 |
| "Terry: refers to the products that: | Include bath towels, hand towels and wash cloths |
| Proper control of a hotel's energy usage relies upon: -Engineering -Maintenance -Maintenance & Engineering -Neither of them | Maintenance and Engineering |
| The chief engineer in a hotel is typically: -Person who engineered blding -Person responsible for maintaining blding -Person who maintains the HVAC system -Person who is in charge of maintenance department | The person who is in charge of the maintenance department |
| Lawn care, landscaping, and snow removal are examples of ______ maintenance. | Routine |
| Maintenance required to be performed immediately to minimize damage to a hotel is referred to as: | Emergency Maintenance |
| The fans and mechanical systems required to move air through ducts to vents are called: -HVAC's -Air handlers -Air conditioners -Heating elements | Air handlers |
| Closely related to the amount a hotel will pay for water usage is: -Plumbing costs -Piping costs -Sewage costs -Storage tank costs | Sewage costs |
| The main difference between a deluxe breakfast and a continental breakfast is that a continental breakfast does not include: -Pastries and juice -A variety of hot beverages -Eggs and meat items -Bagels and waffles | Eggs and meat items |
| A manager's reception in a limited-service hotel is a: | Reception that includes food and beverages |
| In an accrual accounting system, Beginning Inventory of food items+___________-Ending Inventory = food costs. | Purchases |
| In a par inventory system, the individual responsible for purchasing food items buys those items: -Based upon forcasted usage -On a daily basis -When directed to do so by GM -Based upon predetermined desired inventory level | Based upon a predetermined desired inventory level |
| Sanitation concerns at a limited-service hotel are: | Important for all workers in the food service |
| The Sous Chef in a large full-service hotel reports to the: | Executive chef |
| Repeat business is most often generated by: | A positive first experience |
| Stealing small quantities of something over a period of time is called: | Pilferage |
| A form used by sales and food production personnel to detail the requirements for a banquet event is known as a: | BEO |
| A hosted bar is one in which: | The host pays the hotel for the beverages consumed by guests |
| Issuing is the process of: | Moving ingredients to those who produce the menu items to be plated and delivered to guests |
| Special purchasing concerns when buying food include all of the following EXCEPT: -Buying at the right time -Buying at the right quantity -Buying at the lowest price -Buying from the right supplier | Buying at the lowest price |
| Average Daily Rate formula: | Generating room sales / Total number rooms sold |
| Occupancy Rate formula: | Total rooms sold / Total rooms available |
| Owner's after taxes Return on Investment formula: | Average tax income / Total hotel investment |
| Cash Drawer formula: (desk clerks beg. shift $ compared to ending shift) | Starting shift bank ($) + Cash sales = Total - Actual cash in drawer |
| Minutes Per Occupied Room Required for Cleaning formula: | Total number of minutes worked / Total number of rooms cleaned |
Created by:
mshep55