Senior Exit Exam: Lodging Flashcards

Questions and Answers

Hotels classified by location might include:

airport (correct)

freeway (correct)

resort (correct)

city (correct)

The second largest cruise line in the industry is Royal Caribbean which operates two brands, Royal Caribbean International and ___?

Celebrity Cruises

The average cruise passenger is:

about 46 years old and married

Hotel restaurants cater to both:

hotel guests and the general public Signup and view all the answers

Franchising allows hotels to:

expand rapidly by using other people's money Signup and view all the answers

Room occupancy percentage (ROP) is determined by:

Total rooms occupied divided by total available rooms Signup and view all the answers

One of the most popular cruise destinations in the world is:

The Caribbean Signup and view all the answers

The person at a desk in the lobby of a hotel who assists guests is the:

concierge Signup and view all the answers

The concierge association is called:

Les Clefs d'Or Signup and view all the answers

The daily report performed by the night auditor contains key operating ratios including all of the following except:

number of available parking spots Signup and view all the answers

Which hotel has received all major awards including the Malcolm Baldridge National Quality Award?

Ritz-Carlton Signup and view all the answers

The highest ranking position on a cruise ship is the:

captain Signup and view all the answers

Carnival Cruise Lines net about ___ percent of sales.

20 Signup and view all the answers

A position description for the front office includes all tasks except:

to clean rooms Signup and view all the answers

The front office, housekeeping, concierge, security belong to which division?

Rooms Signup and view all the answers

Hotels may be classified by factors including location, price, and:

types of service provided Signup and view all the answers

Casino hotels are different because:

they make more money from gaming than rooms Signup and view all the answers

Alaskan cruises are only offered:

in the summer Signup and view all the answers

Motel 6 got its name from:

the original cost of a room was $6 Signup and view all the answers

The mass market segment of the cruise industry generally consists of:

people with income in the $30k - $60k range Signup and view all the answers

Until the 1830's, which was not a principal reason for traveling by water?

Pleasure Signup and view all the answers

In cruising, the term 'crossing' implies:

a cruise that sails across an ocean one way or round trip Signup and view all the answers

A world cruise is:

the ultimate chance to see the world in style Signup and view all the answers

The position responsible for supervising all departments aboard a cruise ship except for the deck and engine is the:

purser Signup and view all the answers

A catering event order (CEO) or banquet event order (BEO) is used to:

provide the client and hotel with essential information about each function Signup and view all the answers

European river cruises are known for their:

friendly and international atmosphere Signup and view all the answers

Luxury ships delineate themselves by having a crew to passenger ratio of:

1 crew member to every 1.5 guests Signup and view all the answers

Of the 60,000 properties inspected by AAA, only a small percentage earn the ___ award.

5 - Diamond Signup and view all the answers

Which department is not typically part of the hotel Food and Beverage division?

Gift Shop Signup and view all the answers

Dividing room revenue by the number of rooms available is called:

rev par Signup and view all the answers

Hotels classified by price would include:

luxury, all-suite, economy and budget Signup and view all the answers

If rooms revenue is $75,884 and the total number of rooms sold is 662, then the average daily rate is:

$114.63 Signup and view all the answers

The Hilton and Sheraton brands did not begin franchising until the:

1960s Signup and view all the answers

All hotels are expected to have at least ___ percent of their parking spaces designated as 'handicapped.'

4 Signup and view all the answers

Marriott builds a hotel for $34 million and sells it for $52 million. This type of transaction is known as a:

management contract Signup and view all the answers

Coastal cruises provide passengers with an opportunity to:

visit local ports and experience the local culture and cuisine Signup and view all the answers

The position responsible for regulating and accounting for all cleaning supplies and equipment is the:

chief steward Signup and view all the answers

The average franchise fees range from ___ percent of room revenue.

3 - 4 Signup and view all the answers

Management contracts became popular in the 1970's because:

little or no up front financing or equity was required Signup and view all the answers

If room sales are $50,000 in one day with 400 rooms available, the revenue per available room would be:

$125.00 Signup and view all the answers

Franchisee benefits include all of the following except:

discount franchise fees Signup and view all the answers

The largest lodging enterprise in the world is:

Intercontinental Hotel Group Signup and view all the answers

The average cruise lasts how long?

7 days or less Signup and view all the answers

The luxury segment of the cruise industry caters to travelers who earn:

over $80k per year Signup and view all the answers

The main function of a hotel is to:

provide an outstanding lodging experience Signup and view all the answers

For most cruise lines, the largest source of income comes from:

fares Signup and view all the answers

Barge cruises:

cruise inland waterways and canals and offer close-knit and personal atmospheres Signup and view all the answers

A perpetual cruiser is one who spends ___ months aboard different cruise ships each year.

three to five Signup and view all the answers

Housekeeping associates typically service between ___ rooms per day:

15 and 20 Signup and view all the answers

In most hotels the executive committee is involved in all major decisions but ultimately responsibility lies with the:

General Manager Signup and view all the answers

A demand forecasting technique used to maximize room revenue is known as:

revenue management Signup and view all the answers

If the total rooms occupied are 622 and total rooms available are 850, the room occupancy percentage is:

73.2% Signup and view all the answers

The triple bottom line or 3P approach addresses all of the following except:

purchases Signup and view all the answers

The individual responsible for balancing the guest accounts receivables is the:

night auditor Signup and view all the answers

In the times of the Greek and Roman empires, inns sprang up along the:

main roads Signup and view all the answers

The primary purpose of revenue management is to:

increase profitability Signup and view all the answers

The middle market segment of the cruise industry has an average cost per person of:

$250 to $500 per day Signup and view all the answers

The rack rate is:

the published rate that the hotel would like to get for a room Signup and view all the answers

The first American cruise ship to set sail from New York City in 1867 was named:

Quaker City Signup and view all the answers

Fairmont Hotels and Resorts are leaders in the sustainable lodging movement, also known as:

green lodging Signup and view all the answers

Due to the seasonality of resorts, one challenge faced by managers is:

attracting, training and retaining competent staff Signup and view all the answers

In-house and guest communications in a hotel are managed by:

telecommunications or CBX/PBX Signup and view all the answers

Who developed the world's largest lodging enterprise due to a disappointing experience while traveling?

Kemmons Wilson Signup and view all the answers

One way cruise lines are becoming more sustainable is by building ships that use:

hydrogen power Signup and view all the answers

The White Star Line built ships that were quiet, stable, and luxurious. The Titanic was one of these ships, which were the other two built by White Star in the early 1900s?

Olympic and Britannic Signup and view all the answers

The position responsible for creating and implementing all daily activities is the:

hotel manager Signup and view all the answers

The largest department in the hotel, in terms of number of employees, is:

Housekeeping Signup and view all the answers

In this type of ownership, investors do not pay corporate income tax, however they distribute the majority of net income to shareholders and are publicly traded.

REIT Signup and view all the answers

Currently, the largest cruise line in the industry is:

Carnival Signup and view all the answers

Air-cruise packages made cruising an option for many passengers because the packages:

created savings for passengers and made it easier to reach the coast Signup and view all the answers

The average franchise fees range from ___ percent of room revenue.

3-4 Signup and view all the answers

Aloha is literally translated into all of the following meanings except:

I'm hungry! Signup and view all the answers

Sustainable properties are doing all of the following in their operating practices except:

increasing energy consumption Signup and view all the answers

Two major challenges of lodging franchising are avoiding financial failure by the franchisee and maintaining:

quality standards Signup and view all the answers

Average daily room rate (ADR) is determined by:

room revenue divided by number of rooms sold Signup and view all the answers

Coastal cruises provide passengers with an opportunity to:

visit local ports and experience the local culture and cuisine Signup and view all the answers

Regional cruises are considered:

the most popular, often specializing in one area such as the Caribbean Signup and view all the answers

The position on a cruise ship responsible for administration, cruise staff, entertainment, food, and beverage is the:

hotel manager Signup and view all the answers

Another step many hotels are taking to conserve resources is replacing showerheads with low flow devices. These can save ___ gallons of water for every 5 minutes of shower.

10 Signup and view all the answers

When selling a room, the front desk associate may suggest that features of a larger room or a better view may be a superior value for the guest; which means that the Front Desk Associate is:

upselling Signup and view all the answers

The company credited with inventing cruising is:

Peninsula and Oriental Steam Navigation Company Signup and view all the answers

Airport hotels:

range from 200- 600 rooms with full service Signup and view all the answers

One of the most well-known adventure cruisers is:

Abercrombie and Kent Signup and view all the answers

The area of the hotel that is often described as the nerve center or hub is:

front office Signup and view all the answers

Property management systems are designed to assist front office employees in performing functions related to which tasks?

Reservations, rooms, and guest management Signup and view all the answers

If Rooms revenue is $75,884 and the total number of rooms sold is 662 then the average daily rate is:

$114.63 Signup and view all the answers

The management contract typically allows for a hotel company to manage a property for:

5, 10, or 20 years Signup and view all the answers

Lighting can account for _ to _ percent of commercial electricity consumption.

30; 40 Signup and view all the answers

Two organizations that rate and classify hotels are Mobile Travel Guide and:

American Automobile Association Signup and view all the answers

Hotels classified by price would include:

luxury, all-suite, economy, and budget Signup and view all the answers

Special hotel accounts for a company that has established credit with a hotel are called:

city ledger Signup and view all the answers

Franchising hotels began in 1907 by:

Ritz-Carlton Signup and view all the answers

Economy or budget hotels became popular by focusing on:

selling beds not meals or meetings Signup and view all the answers

Dividing room revenue by the number of rooms available is called:

rev par Signup and view all the answers

Which of the following is a benefit to the franchise company?

Increased market share and recognition Signup and view all the answers

Steamboat cruises provide what's unique?

a chance to see America's heartland Signup and view all the answers

To be effective as a successful general manager of a hotel, the manager should exhibit all traits except:

computer programming skills Signup and view all the answers

Study Notes

Hotel and Cruise Industry Overview

Hotels are classified by location types: city, resort, airport, and freeway.
The second largest cruise line is Royal Caribbean, which also operates Celebrity Cruises.
Average cruise passengers are generally around 46 years old and typically married.
Hotel restaurants serve both guests and the general public.

Hotel Operations and Management

Franchising enables hotels to expand quickly using external capital.
Room occupancy percentage (ROP) is calculated by dividing occupied rooms by total available rooms.
The front office, housekeeping, concierge, security, and communications are all part of the Rooms division.
Revenue management is a crucial technique for maximizing room revenue and profitability.

Lodging Classification and Performance Metrics

Hotels can be classified based on location, price, and service types, including luxury, economy, and budget.
Average Daily Rate (ADR) is determined by dividing room revenue by the number of rooms sold.
Revenue per Available Room (RevPAR) is calculated by dividing total room revenue by the number of rooms available.

Unique Features of Hotels and Cruises

Casino hotels earn more from gaming than accommodation.
Coastal cruises allow passengers to connect with local cultures through visits to ports.
Luxury cruise segments target travelers earning over $80,000 annually, with exclusive services.
The average cruise duration for passengers is generally 7 days or less.

Key Personnel in Hospitality

Concierges assist guests with reservations and local information.
The highest-ranking officer on a cruise is the captain, while the purser manages daily operations besides deck and engine departments.
Night auditors play a key role in balancing guest accounts.

Industry Leaders and Recognition

The Ritz-Carlton has won numerous hospitality awards, including the Malcolm Baldridge National Quality Award.
Intercontinental Hotel Group is the largest lodging enterprise globally.
AAA inspects about 60,000 properties, with a small percentage earning the 5-Diamond award.
The company credited with establishing modern cruising is the Peninsula and Oriental Steam Navigation Company.

Trends in Sustainability and Innovation

Sustainable lodging practices include resource conservation, such as low-flow showerheads.
Many hotels and cruise lines are innovating with eco-friendly technologies, like hydrogen power.
Franchising helps increase market share and improves brand recognition for hotel franchises.

Challenges and Changes in the Hospitality Sector

Seasonality poses challenges for resort managers, particularly in staffing.
The number of rooms serviced daily by housekeeping typically ranges from 15 to 20.
The hospitality industry employs various strategies to maintain quality while facilitating franchisee success.

Additional Insights

Perpetual cruisers spend three to five months annually aboard different ships.
Lighting represents a significant portion (30-40%) of commercial electricity consumption in hotels.
Steamboat cruises provide unique American experiences by exploring the heartland.
Special hotel accounts that have established credit with a hotel are referred to as city ledgers.

Conclusion

Effective hotel management requires a blend of operational knowledge, adherence to quality standards, and an understanding of market dynamics.

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Description

Test your knowledge of lodging terminology with these flashcards! This quiz covers various aspects of the hotel and cruise industries, including classifications, major brands, and demographic information about cruise passengers. Perfect for senior students preparing for their exit exams.