Exam 5: Lodging Operations

In house communications, guest communications such as pagers, radios, voice mail, faxes and messages are managed by __________ .

If the total rooms occupied are 622 and the total rooms available are 850, then the room occupancy percentage is: • 85% • 60.5% • 70% • 73.2%

Discuss the responsibilities of the executive housekeeper.

The rack rate is: • The price a room is sold for • A discounted rooms rate • The published rate that the hotel would like to get for a room • The rate set for convention attendees

When selling a room, the front desk associate may upsell, which means: • Selling the room at rack rate • Suggestively selling the features of a larger room, higher floor or perhaps a better view • Providing a discount rate • Honoring a guests discount coupon

The Hotel Walker is a luxury downtown property that includes lush suites and a five star restaurant. The hotel has 750 rooms available with 680 of the rooms occupied. The room occupancy percentage of Hotel Walker is __________ .

Room occupancy percentage (ROP) is determined by: • Room revenue divided by number of rooms sold • Total rooms occupied divided by total available rooms • Total rooms occupied divided by total rooms sold • Room cost divided room sales

Hyatt Hotels Corporation is characterized by a _____________ management approach. • Micro • Authoritarian • Decentralized • Scientific

The largest department in the hotel, in terms of number of employees, is: • Maintenance • Food and Beverage • Housekeeping • Front office

List the members of the executive committee of a large hotel and describe the purpose of this committee.

Special hotel accounts for a company that has established credit with a hotel are called: • Guest folio • Night audit • Rack rate • City ledger

List the duties of the front office manager.

The front office, housekeeping, concierge, security and communications all belong to which division? • Food and Beverage • Engineering • Human Resources • Rooms

Average daily room rate (ADR) is determined by: • Room revenue divided by number of rooms sold • Total rooms occupied divided by total available rooms • Total rooms occupied divided by number of rooms sold • Rooms cost divided by rooms sales

Describe the duties of the night auditor.

Dividing room revenue by the number of rooms available is called: • Rev par • Rack rate • Rooms occupancy percentage • Average daily rate

The individual responsible for the task of balancing the guest accounts receivables is the: • Night auditor • Concierge • Executive housekeeper • Chef

A catering event order (CEO) or banquet event order (BEO) is used to: • Provide the client and hotel with essential information about each function • A contract • Alert security to problem groups • Alert the front office to large check-ins

Hyatt Hotel Corporation was founded by the _____________ family. • Marriott • Pritzker • Day • Wilson

The concierge association, which promotes high professional and ethical standards, is called: • Les Clefs d'Or • Chaine des rotisseurs • Professional Association of Innkeepers International • International Concierge Association