Question 1

There are six major obstacles that face management in their efforts to implement a yield management system. Which of the following was not listed as one of the six obstacles?

Accepted Answer

A)  It is extremely expensive. 
B)  Lack of creativity. 
C)  Conflict between sales and service. 
D)  Targeting the wrong customers. 
E)  Rewarding the wrong behavior. 
A)  It is extremely expensive. 
B)  Lack of creativity. 
C)  Conflict between sales and service. 
D)  Targeting the wrong customers. 
E)  Rewarding the wrong behavior. A

Question 2

A front desk is divided into several equally equipped workstations. According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

Accepted Answer

A)  10 
B)  50 
C)  100 
D)  250 
E)  500 
A)  10 
B)  50 
C)  100 
D)  250 
E)  500 C

Question 3

Traditionally, the bellstaff was considered "concierge"?

Accepted Answer

A) True 
 B)False  True

Question 4

The authors of the article state, profits are not the only true measure of business success.

Accepted Answer

A) True 
 B)False

Question 5

According to the author, the first and last thing a guest sees is the front drive.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following characteristics was not used to describe Arnaldo's last contact with a concierge?

Accepted Answer

A)  Polite 
B)  Punctual 
C)  Amusing 
D)  Charming 
E)  Endearing 
A)  Polite 
B)  Punctual 
C)  Amusing 
D)  Charming 
E)  Endearing

Question 7

One area where group RM will likely grow is in group forecasting?

Accepted Answer

A) True 
 B)False

Question 8

Customer complaints are a tedious part of the front office manager's job responsibilities. Therefore, when a customer complains, the front office manager should refer them to the general manager of the hotel.

Accepted Answer

A) True 
 B)False

Question 9

What information should the front office have in advance before meeting with the resident manager?

Accepted Answer

A)  Daily sales from the previous day. 
B)  The occupancy report from the previous day. 
C)  The number of employees who have called in sick for the day. 
D)  All of the above 
E)  Only a and b 
A)  Daily sales from the previous day. 
B)  The occupancy report from the previous day. 
C)  The number of employees who have called in sick for the day. 
D)  All of the above 
E)  Only a and b

Question 10

A hotel is able to identify its "best" guests through its data collection system.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

Accepted Answer

A)  Rate 
B)  Length of stay 
C)  VIP levels 
D)  Age of guests 
E)  Reservation guarantees 
A)  Rate 
B)  Length of stay 
C)  VIP levels 
D)  Age of guests 
E)  Reservation guarantees

Question 12

What is a slip percentage, according to the article?

Accepted Answer

A)  It is a formal document of the number of accidents that occurred at the workplace. 
B)  It is the expected variation from stated arrival and room "pickup" percentages the group's meeting planner promised. 
C)  It is a document stating the number of errors that occurred with the guests during the previous day. 
D)  It means that the hotel overcommitted the number of rooms they are able to offer to guests. 
E)  None of the above 
A)  It is a formal document of the number of accidents that occurred at the workplace. 
B)  It is the expected variation from stated arrival and room "pickup" percentages the group's meeting planner promised. 
C)  It is a document stating the number of errors that occurred with the guests during the previous day. 
D)  It means that the hotel overcommitted the number of rooms they are able to offer to guests. 
E)  None of the above

Question 13

According to the article, a profit center is a place where value is created and exchanged.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following was NOT listed as one of the four major areas identified as having the greatest growth potential in hotel RM??

Accepted Answer

A)  Technological advancement. 
B)  Integration of customer relationship management and RM 
C)  Group RM 
D)  Pricing, segmentation, and packaging 
E)  Organizational structure 
A)  Technological advancement. 
B)  Integration of customer relationship management and RM 
C)  Group RM 
D)  Pricing, segmentation, and packaging 
E)  Organizational structure

Question 15

According to the article, there are _________ main revenue-management concepts that allow hotels to pick up relatively easy money.

Accepted Answer

A)  2 
B)  3 
C)  4 
D)  5 
E)  6 
A)  2 
B)  3 
C)  4 
D)  5 
E)  6

Question 16

The average length of stay describes the average duration of a guest's hotel stay over a range of dates.

Accepted Answer

A) True 
 B)False

Question 17

The bellstand and its associates are important to a hotel because they are usually the first and last encounter the guest has with the hotel and its staff?

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not a basic duty of a bell person?

Accepted Answer

A)  Handling incoming and outgoing luggage 
B)  Greet arriving and departing guests 
C)  Storage of luggage for guests 
D)  Answer any questions that the guest may have 
E)  All of the above are basic duties 
A)  Handling incoming and outgoing luggage 
B)  Greet arriving and departing guests 
C)  Storage of luggage for guests 
D)  Answer any questions that the guest may have 
E)  All of the above are basic duties

Question 19

According to the authors, taking into account the total value of a group should include variables such as:

Accepted Answer

A)  Size of group 
B)  Room and non-room spending 
C)  Use of function space 
D)  All of the above 
E)  Only a and c 
A)  Size of group 
B)  Room and non-room spending 
C)  Use of function space 
D)  All of the above 
E)  Only a and c

Question 20

Dynamic packaging and pricing is a major future trend in RM?

Accepted Answer

A) True 
 B)False

There are six major obstacles that face management in their efforts to implement a yield management system. Which of the following was not listed as one of the six obstacles?

A front desk is divided into several equally equipped workstations. According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

Traditionally, the bellstaff was considered "concierge"?

The authors of the article state, profits are not the only true measure of business success.

According to the author, the first and last thing a guest sees is the front drive.

Which of the following characteristics was not used to describe Arnaldo's last contact with a concierge?

One area where group RM will likely grow is in group forecasting?

Customer complaints are a tedious part of the front office manager's job responsibilities. Therefore, when a customer complains, the front office manager should refer them to the general manager of the hotel.

What information should the front office have in advance before meeting with the resident manager?

A hotel is able to identify its "best" guests through its data collection system.

Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

What is a slip percentage, according to the article?

According to the article, a profit center is a place where value is created and exchanged.

Which of the following was NOT listed as one of the four major areas identified as having the greatest growth potential in hotel RM??

According to the article, there are _________ main revenue-management concepts that allow hotels to pick up relatively easy money.

The average length of stay describes the average duration of a guest's hotel stay over a range of dates.

The bellstand and its associates are important to a hotel because they are usually the first and last encounter the guest has with the hotel and its staff?

Which of the following is not a basic duty of a bell person?

According to the authors, taking into account the total value of a group should include variables such as:

Dynamic packaging and pricing is a major future trend in RM?

Overview

Organization

General Managers: a View at the Top

Operations: Housekeeping, Engineering and Security

Food and Beverage Division

Marketing and Associated Activities

Financial Control and Information Management

Human Resources Policy Management

Filters

Exam 4: Operations: Rooms

There are six major obstacles that face management in their efforts to implement a yield management system. Which of the following was not listed as one of the six obstacles?

A front desk is divided into several equally equipped workstations. According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

Traditionally, the bellstaff was considered "concierge"?

The authors of the article state, profits are not the only true measure of business success.

According to the author, the first and last thing a guest sees is the front drive.

Which of the following characteristics was not used to describe Arnaldo's last contact with a concierge?

One area where group RM will likely grow is in group forecasting?

Customer complaints are a tedious part of the front office manager's job responsibilities. Therefore, when a customer complains, the front office manager should refer them to the general manager of the hotel.

What information should the front office have in advance before meeting with the resident manager?

A hotel is able to identify its "best" guests through its data collection system.

Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

What is a slip percentage, according to the article?

According to the article, a profit center is a place where value is created and exchanged.

Which of the following was NOT listed as one of the four major areas identified as having the greatest growth potential in hotel RM??

According to the article, there are _________ main revenue-management concepts that allow hotels to pick up relatively easy money.

The average length of stay describes the average duration of a guest's hotel stay over a range of dates.

The bellstand and its associates are important to a hotel because they are usually the first and last encounter the guest has with the hotel and its staff?

Which of the following is not a basic duty of a bell person?

According to the authors, taking into account the total value of a group should include variables such as:

Dynamic packaging and pricing is a major future trend in RM?

Overview

Organization

General Managers: a View at the Top

Operations: Housekeeping, Engineering and Security

Food and Beverage Division

Marketing and Associated Activities

Financial Control and Information Management

Human Resources Policy Management

Filters