Hospitality Management & Operations Flashcards
7 cards from real CHP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Hospitality Management & Operations flashcards as text
Which type of hotel rate plan includes room and breakfast only?
Answer: Continental Plan (CP)
The Continental Plan includes the room rate plus a continental breakfast, while the European Plan includes room only.
A hotel wants to improve its Net Promoter Score (NPS). Which action has the MOST direct impact?
Answer: Resolving guest complaints promptly and exceeding service expectations
NPS measures guest loyalty and likelihood to recommend; prompt complaint resolution and exceeding expectations convert detractors into promoters.
What is 'channel management' in hotel distribution strategy?
Answer: Controlling room availability and rates across all distribution channels simultaneously
Channel management involves synchronizing room inventory and pricing across all booking channels (OTAs, GDS, direct) to avoid overbooking and rate parity violations.
A banquet event order (BEO) serves as the primary communication tool between which two hotel departments?
Answer: Sales/Catering and Food & Beverage/Operations
The BEO details all event specifications agreed upon during sales, serving as the operational blueprint for the Food & Beverage team executing the event.
Which legal doctrine holds a hotel liable for injuries to guests caused by the negligence of its employees while performing their job duties?
Answer: Respondeat Superior
Respondeat superior ('let the master answer') holds employers vicariously liable for employees' negligent acts committed within the scope of employment.
A hotel's cost of goods sold (COGS) for food is $48,000 in a month with food revenue of $160,000. What is the food cost percentage?
Answer: 30%
Food cost % = ($48,000 / $160,000) × 100 = 30%.
What is the purpose of a hotel's 'walk' policy when the property is oversold?
Answer: Procedures for relocating guests to another hotel when no room is available
Walking a guest involves securing comparable accommodations at another hotel, covering transportation, and often compensating the guest for the inconvenience.