Lodging Operations Final Exam Study Guide

Last night a hotel sold 185 rooms and achieved an ADR $175. What was the amount of rooms revenue achieved by the hotel last night

$32,375

A franchised hotel generates $2,000,000 per year in gross rooms revenue. What amount of franchise fees is this hotel likely to be required to pay its franchisor on this level of rooms revenue

$60,000 to $300,000

A hotel achieved an occupancy rate of 90.2% this May. Last May the hotel achieved an 82.0% occupancy. What was the amount of this hotel's percentage change in occupancy this year when compared to last year

+8.2%

What is the approximate size of the "average" hotel in the United States

100 Rooms

A 150-room hotel employs 30 workers. What is this hotel's employee to guest ratio

1:5

What is the recommended rest time for cleaned laundry

24 horus

In most cases, how many times its normal usage should a housekeeping department stock to maintain proper laundry par levels

3 times

A hotel has 50 employees. In a specific time period, the hotel experiences the separation of 15 employees. What was the hotel's employee turnover rate for this time period

30%

At what age are workers protected from discrimination because of the provisions of the Age Discrimination in Employment Act

40

The FLSA requires that most employees in the United States be paid at least the federal minimum wage for all hours worked and overtime pay at time and one-half the regular rate of pay for all hours worked over

40 hours

About what percentage of hotel guests travel for pleasure, rather than traveling for business?

59%

What percentage of travel bookings are made on the internet

83%

In most cases, what is a responsible amount of time to hold a valuable item placed into a hotel's lost and found

90 days

Which hospitality industry trade association operates the Education Institute (E.I)

AH&LA

Which type of hotel is typically operated out of a converted home

Bed and Breakfast

Which department is the revenue center in a lodging operation

Front Office Department

Which type of lodging operation offers its guest sleeping rooms, meeting space and complete food and beverage services

Full-service

The RevPAR index is calculated as

Hotel REVPAR x Competitive set's RevPAR

Which department oversees staffing in a lodging operation

Human Resources

The focusing of marketing efforts on highly-defined groups of travelers is a process known in the lodging industry as

Market Segmentation

Which lodging industry characteristic recognizes the fact that, if a guest room is not rented on a specific day, the room revenue that would have been achieved for that room, on that day, is lost forever

Perishability

Which is the first step in the management process

Planning

Service recovery tactics are used when a guest

Provides negative feedback during a current visit to a hotel

A STAR report typically provides information on which of the following

RevPAR

What is the denominator in the formula managers use to compute Cost per Occupied Room

Rooms sold

Occupation Rate is

Total Room Sold / Total Rooms Available

Which is the formula managers use to calcuate ADR

Total Rooms Revenue / Total Number of Rooms Sold

Information about the hotel that is distributed, free of charge, by the media is

advertising

The use of brochures, billboards and exterior signage are examples of a hotel's

advertising efforts

Contributing factors to a hotel's low RevPAR index include

all of the above

A hotel must ensure that their website

allows for easy online booking

Two primary advantages a hotel gains by affiliating with a franchised brand are name recognition and

connections to the brands reservation system

Educating managers and employees about the numerous professional, personal, and societal advantages inherent in recognizing the worth of all employees without to gender or race is goal of

cultural diversity initiatives

Which is most likely to be a source of hotels guests' displeasure when a property is operated as part of a franchised brand

dissatisfaction with brand consistency

The purpose of a "window" in a franchise agreement is to give franchisees the right to

early termination of their agreements

The term FF&E refers to furniture, fixtures, and

equipment

What is the name of the legal contract describing the relationship between a hotel owner and the hotel brand with which the owner seeks to affiliate

franchise agreement

Which area in a hotel is most often informs a GM of housekeeping deficiencies experienced by the hotel's guest

front office

Who would most typically serve as the Director of Human Resources in a small hotel

general manager

Lawrence, a sales manger, has been assigned by his DOSM to work the SMERF market. As a result, Lawrence will primarily be working with

group market

Which task would more likely be undertaken by a select-service hotel GM than a full-service GM

guest room inspections

Moments of trust are impressions formed by hotel

guests

To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their

guests

A depressed hotel market is one which

hotels in the market are operating at occupancy levels or ADRs that are well below their historic averages

Who on a resort hotel's staff would most often be responsible for cleaning the lobby elevators used by guests

house person

A hotel guest expectations increases. hotels can typically

increase their prices

Which describes the formal communication between a hotel's GM and those who own the hotel

investor relations

Which is a list of tasks that an employee working in a specific position must be able to effectively perform?

job description

Which is a list of the personal qualities judged necessary for successful performance of the tasks required in a job

job specification

_____ is the concept the recognizes that, when demand is held constant, an increase in supply leads to an increased selling price

law of supply

An ADR index at (near) 100% indicates

management is effective

A subset of customers who have common needs is known as a

market segment

Which guest rooms booking methods is currently increasing at the fastest rate

mobile

What is the primary role of a franchise service director (FSD)

monitor franchise agreement compliance

Which is the formula managers use to calculate their employee turnover rate

number of employees separated / number of employees in the workforce

What is the formula revenue managers use to calculate their hotel's RevPAR

occupancy % x ADR

The two most commonly used tools to evaluate the effectiveness of a hotel's sales effort are the STAR report and the

occupancy forecast

Typically, a hotel's highest contribution will be achieved when reservations are booked

on the CGS

HR responsibilities in larger hotels are split between the HR department and

operating managers in line departments

Progressive discipline is a process of negative discipline in which repeated infractions results in increasingly sever

penalties

Which activity would be listed in a hotel's marketing plan

place advertisement

Working with line managers to implement on-going programs that allow employees to gain additional job-related knowledge and skills leading to more responsible and higher-paying jobs within the hotel is an example of

professional development activities

A hotels HR department is responsible for

recruitment but will not have a major influence over turnover rates

In most cases the fees charged by a management company to operate a hotel are based upon the

revenue generated by the hotel being managed

What is that accepted industry term hotel professionals use identify those housekeepers who assigned guest room cleaning duties

room attendants

Which factor will most affect the daily fluctuation of hotel's room rates

room demand

When a guest room is reported in a PMS as being occupied, but the room was not used, and no guest nor belongings are present in the room, that room's status would be reported by housekeeping as

sleep-out

What is typically the first part of their accommodations guest see when entering their assigned guest rooms

sleeping area

Which positions are filled by employees who are technical specialists that provide advice to but not make decisions for persons in line positions

staff

Which area of management most requires GMs to work with their hotels' accounting staff

staffing/directing

What is always true when a hotel has a RevRAP index above 100

the hotel is out preforming its competitive

Who is most often responsible for any costs resulting from errors made by a management company in its operation of a branded hotel

the hotels owners

A management company has secured a contract to operate a branded hotel. Who will typically employ the hotel's GM in this situation

the management company

Employee guest ratio is typically calculated as the number of hotel employees relative to

the number of rooms sold in a hotel

Which statement most accurately reflects the daily work assignments of select-service and full service hotel GMs

they have much in common, but their daily activities vary greatly

What is the numerator in the formula a manager would use to calculate room attendant wage Cost Per Occupied Room

total room attendant wages

Which is the formula is used to calculate RevPAR

total room revenue / total number of rooms available for sale

A guests perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called

value

When must a hotel walk a guest

when the hotel is overbooked

When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and solving them

while the guest is still on the property