Ch 1:  There are many ways to classify hotels, however the major classifications include:

1. All the above
2. Target Market
3. Size
4. Levels of Service
5. Ownership and Affiliation

Ch 1:  Regarding hotel classification by Target Market, Hotels target many markets and can be classified according to the markets they attempt to attract and serve. The most common types of properties based on target markets typically include:

1. All the above
2. Conference/Convention Hotels
3. Airport
4. Commercial
5. Extended Stay Hotels

Ch 1: Regarding hotel classification by Size – or the number of rooms in a property -hotels are typically grouped in the following size category or categories:                                                                         

1. All the above
2. Under 150 rooms
3. 150 to 299 rooms
4. 300 to 600 rooms
5. More than 600 rooms

Ch 1:  Regarding hotel Levels of Service – Lodging can be discussed in terms of different levels of service, including:                                                       

1. All the above
2. Upscale
3. Mid-range
4. World-class
5. Economy/limited service

Ch 1:   Regarding hotel classification by Target Market, “”Target Market”” is the market the hotel wants to attract and serve.                                                          

1. TRUE
2. FALSE

Ch 1:  In many cases, a subclass of world-class hotels refers to hotels earning either four diamonds or four stars under the AAA or Forbes Travel Guide rating services.

1. TRUE
2. FALSE

Ch 1: A management contract is an agreement between the owner/developer of a property and a professional hotel management company.                                                           

1. TRUE
2. FALSE

Ch 1: Regarding Franchising: Think hotels or restaurants, for instance: Franchising is a method of distribution whereby one entity that has developed a particular pattern or format for doing business (the franchisor), grants to other entities (franchisees) the right to conduct such a business provided they follow the established pattern of the franchisor. 

1. TRUE
2. FALSE

Ch 2. The textbook indicates that the main groups whose interests should be addressed in the hotel’s mission statement include:                                                               

1. All the above
2. Guests
3. Managers
4. Employees

Ch 2:  Once the hotel has defined its mission statement, the next step is to set goals that the organization must achieve to effectively carry out its mission. Goals are specific and measurable, such as the following example(s):                                                                

1. All the above
2. Increase the hotel’s average occupancy level by 2 percent above previous year.
3. Increase the volume of repeat guest business by 10 percent.
4. Reduce average check-in and check-out times by two minutes.
5. Respond to all guest maintenance requests within one-half-hour.

Ch 2:  The hotel’s “Uniformed Service” employees generally provide the most personalized guest service. Uniformed Service positions within a hotel include (among others):             

1. All the above
2. Bell attendants
3. Valet parking attendants
4. Transportation personnel
5. Concierges

Ch 2: An organization requires a formal structure to carry out its mission and goals. A common way to represent that structure is the  _________ chart.                                                                        

1. organization
2. Bar
3. Statistics

Ch 2:  An organization chart typically shows where divisions of responsibility and lines of authority lie.  

1. TRUE
2. FALSE

Ch 2: The hotel’s  ____________ Department often employs a larger number of employees than the other departments in the rooms division.           

1. housekeeping
2. Accounting
3. Food and Beverage
4. Security

Ch 2: The hotel’s ______ ___ __________ (3 words) Division generally ranks second to the rooms division (sleeping rooms) in terms of total revenue.                                                                       

1. Food and Beverage
2. Housekeeping and Security
3. Accounting and Personnel

Ch 2:  The ________ (one word) Manager in a hotel is responsible for ensuring that the hotel is maximizing it revenue by balancing the room rates guest pay with hotel occupancy.                    

1. Revenue
2. Accounting
3. Payroll

Ch 2: The hotel’s _________ (one word) division monitors the financial activities of the property.                           

1. Accounting
2. Security
3. Housekeeping

Ch 3:  In a hotel, the Guest Cycle consists of:

1. All the above
2. Pre-arrival
3. Arrival
4. Occupancy
5. Departure

Ch 3:  Most front office functions are performed at the Front Desk.          

1. TRUE
2. FALSE

Ch 3:  Regarding property management systems, common front office software modules are designed to help front office staff perform functions related to:

1. All the above
2. Reservation management
3. Rooms management
4. Guest accounting management
5. General management

Ch 3: Regarding Sales Automation Systems, sales automation software systems  can identify booking trends, group histories, room rates, and non-room rates (such as food & beverage, facilities, amenities, and other charges).   

1. TRUE
2. FALSE

Ch 4:  Regarding Hotel Reservations systems, the hotel reservations process typically handles such process or processes as:

1. All the above
2. Formulating the reservation inquiry
3. Determining room and rate availability
4. Creating the reservation record
5. Confirming the reservation record.

Ch 4:  Types of hotel reservations include:                                                         

1. All the above Guaranteed reservations
2. Prepayment guaranteed reservation
3. Voucher or MCO (miscellaneous charge order), guaranteed by travel agency
4. Non-guaranteed reservations

Ch 4: A Non-guaranteed reservation is a reservation the hotel will hold up to a certain date/time, by which time if payment is not received, the reservation cancels.

1. TRUE
2. FALSE

Ch 4. Central Reservations Systems (CRS) is responsible for maintaining a room availability inventory each proper participating in the system.                                                                       

1. TRUE
2. FALSE

Ch 4:  Regarding Global Distribution Systems (GDS): Most central reservations systems (whether hotels, airlines, automobile rental agencies, or travel agency companies) connect to Global Distribution Systems.                                                              

1. TRUE
2. FALSE

Ch 4: Most airlines around the world are connected to one or more of these four GDSs: SABRE, Galileo International, Amadeus, and WorldSpan. 

1. TRUE
2. FALSE

Ch 5:  The Hotel Registration Process consists of the following:                                                               

1. All the above
2. Preregistration activities
3. Creating the registration record
4. Assigning the guestroom and room rate
5. Establishing the guest’s method of payment

Ch 5: In hotel terminology, a “_______” (one word) is a guest who leaves without paying for the room.

1. Skipper
2. Fraud
3. Thief

Ch 5:  In hotel terminology, the “European Plan -EP–  is a billing arrangement under which  ______ (one word) are priced separately from rooms.

1. meals
2. accommodations
3. cocktails