What is the Fair Work Act 2009?

Provides minimum employment standards for Australian workers

Why is housekeeping so important?

HK work significantly affects the guests level of experience

What is internal recruitment?

Hiring from within the hotel/company

A statement that shows were money comes from & where it goes

What is a key objective of revenue management?

To optimise revenue generation & asset utilisation

Which one of these is NOT one of the core marketing concepts

Advertising development & placement

What is the purpose of marketing?

Overall design of brand, image and communications

What is duty of care?

A legal obligation to ensure safety & well-being of others

What is a moment of truth?

An interaction between guest and service provider

The design and operation of a building

Records business transactions and turns them into reports

Produces change & movement, creates vision, aligns people

What is mislaid property?

Item the owner has unintentionally left behind

What does MICE stand for?

Meetings, incentives, conventions and exhibitions

Friendly and generous reception & entertainment of guests

Which one of these is NOT one of the executive housekeeper's responisibilities?

Ensure that communication flows in two directions

What type of skills do managers have?

Technical, human and conceptual

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Hotel Operations

40 termsStudBud Administration32 plays

General quiz about the summer course

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Questions 40

Answers

1
What is the Fair Work Act 2009?
Provides minimum employment standards for Australian workers
Promises employees that they will like their bosses
Ensures employees provide excellent service to guests
Forces hotels to share confidential information with staff
2
Why is housekeeping so important?
HK work significantly affects the guests level of experience
It provides care and comfort to the guests
All rooms need to be clean and ready
They deal directly with the guests
3
What is internal recruitment?
Providing employee benefits to staff
Training current staff
Hiring from outside the hotel/company
Hiring from within the hotel/company
4
What is a cash flow
None of the above
A report on how much profit a hotel has generated over time
A snapshot of the financial position of the hotel
A statement that shows were money comes from & where it goes
5
Which of these is not a type of budget?
Capital
Operating
Department
Forecast
6
What is a key objective of revenue management?
To optimise revenue generation & asset utilisation
To understand pricing strategies
To forecast demand
To understand the consumer decision making process
7
Which one of these is NOT one of the core marketing concepts
Advertising development & placement
Segmenting the market
The marketing mix
Branding
8
What is the purpose of marketing?
Setting price in relation to demand
"Closing the deal"
Overall design of brand, image and communications
All of the above
9
What is duty of care?
A legal obligation to ensure safety & well-being of others
Activities designed to prevent small problems
A response to an urgent situation
A major negative event with negative consequences
10
Which one of these is NOT a type of maintenance?
Assuring
Preventive
Corrective
Emergency
11
What does ADR stand for?
Accurate daily rate
Average daily revenue
Accurate daily revenue
Average daily rate
12
What is a moment of truth?
An interaction between guest and service provider
All of the above
The difference between expected service and received service
A technical and supportive assistance to FOH
13
What is the most important aspect of PMS?
To charge guests for accommodation and consumption
To standardise operations
To check in/check out guests
To collect guests' data
14
What is engineering?
Tasks/activities to ‘maintain’ the quality of hotel assets
The design and operation of a building
All of the above
Ensures the guest’s enjoyable and pleasant experience
15
Which one of these is a classification of guests?
Numbers
All of the above
Origin
Trip purpose
16
Which department does F&B not interact with a lot?
Events
Sales
Housekeeping
Engineering
17
Who does the front desk interact with the most?
Maintenance and housekeeping
Marketing and finance
Sales and reservations
Accounting and food and beverage
18
Which of these is a characteristic of service?
All of the above
Variability
Intangibility
Inseparability
19
What is accounting?
Records business transactions and turns them into reports
A cost to the business as a result for running the business
Incoming money for the provision of goods & services
Managing & securing money used to grow the business
20
What is the magic formula for success?
None of the above
Assets = Liabilities + equity
OCC = rooms sold / rooms available
Profit = Revenue - Costs
21
Which one of these is NOT a way to classify hotels?
By number of event venues
By service
By stars
By size
22
What is leadership?
Produces problem solving and controlling, provides structure
Produces change & movement, creates vision, aligns people
Produces order and consistency, planning and budgeting
Produces organisation and direction, develops incentives
23
What does the food and beverage department include?
All of the above
Events/functions
In-room dining
Minibars
24
What is mislaid property?
None of the above
Item the owner has unintentionally left behind and forgotten
Item the owner has unintentionally left behind
Item the owner has intentionally left behind
25
Why do people quit?
Seasonality
Pay rates and hours
Work environment
All of the above
26
What does MICE stand for?
Meetings, incentives, conventions and exhibitions
Meetings, interviews, conventions and expositions
Meetings, incentives, conferences and exhibitions
Meetings, incentives, conferences and expositions
27
What does the back of house NOT do
Interfaces with guest
Administrative work
All of the above
Provide support to front of house
28
What department does the room division include?
Housekeeping
Maintenance
Food and beverage
Engineering
29
What is the most important thing from organisational culture?
Mission
Vision
Objectives
Values
30
What is hospitality?
The action of helping or doing work for someone
Friendly and generous reception & entertainment of guests
A deliberate exchange with expectations and rules
All of the above
31
Which one of these is NOT one of the executive housekeeper's responisibilities?
Hiring staff and training
Managing inventory
Creating an inspection checklist
Ensure that communication flows in two directions
32
Which one of these is NOT a challenge for the executive chef?
Staff rosters
Management of stock
Waste management
Work-place health and safety
33
What are the two different types of "acting" from emotional labour?
Deep and superficial
Fake and deep
Surface and deep
Surface and fake
34
The IT department in a hotel deals with:
Data
Equipment & infrastructure
Training
All of the above
35
What was the course NOT about?
Overview of the hotel industry
How key departments in a hotel operate
How hotels and managers overcome challenges
How to greet customers
36
What type of skills do managers have?
Technical, social and conceptual
Social, conceptual and practical
Conceptual, practical and human
Technical, human and conceptual
37
How do you calculate RevPAR (revenue per available room)?
Occupancy rate x room revenue
Occupancy rate x ADR
Room revenue / rooms sold
Rooms sold / rooms available
38
What does the marketing department do in a hotel?
All of the above
Market research to understand guests' needs
Communicate promotions to staff
Promoting packages and deals to guests
39
What is the second step in the sales process?
Evaluation
Qualification
Presentation
Contacting
40
What is the concierge primarily responsible for?
Guests first impression
Keeping the keys
Carrying the luggage
Opening the door

Hotel Operations Flashcards | StudBud