Deck 3: Rooms Division

Question 1

Room occupancy percentage or ROP is

A) room revenue divided by number of rooms sold
B) total rooms occupied divided by total available rooms
C) total rooms available divided by number of rooms sold
D) room cost divided by room sales

Answer 1

total rooms occupied divided by total available rooms

Question 2

The executive committee of a hotel is

A) the general manager and director of sales
B) made up of key associates who head major departments
C) the general manager and executive housekeeper
D) the top three executives in the hotel

Answer 2

made up of key associates who head major departments

Question 3

The basic functions of the front office include all of the following EXCEPT:

A) reviewing previous nights ADR and occupancy
B) reviewing arrivals and departures
C) staffing and scheduling
D) maintaining sales records

Answer 3

maintaining sales records

Question 4

The individual responsible for the task of balancing the guests accounts receivables is the

A) night auditor
B) front desk manager
C) guest services agent
D) front office manager

Question 5

Average daily room rate is

A) room revenue divided by number of rooms sold
B) total rooms occupied divided by total available rooms
C) total rooms available divided by number of rooms sold
D) room cost divided by room sales

Question 6

The more common name for a guests account is

A) a file
B) rewards account
C) folio
D) his/her credit card

Question 7

The daily report preformed by the night auditor contains key operating ratios used by management including

A) total number of rooms in the hotel
B) room occupancy percentage
C) business center revenue
D) front office schedule

Question 8

Guest folios are typically managed by

A) housekeeping
B) the general manager
C) hotel property management system
D) concierge

Question 9

Rack rate is

A) the price a room is sold for
B) discounted room rates
C) revenue management
D) the highest published rate

Question 10

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

A) Reservations, rooms and guest account management
B) Catering and Banquet reservations
C) Restaurant reservations
D) Guest's meeting schedules

Question 11

The ultimate responsibility and authority of running a hotel rests with

A) the executive committee
B) the regional vice president
C) the general manager
D) the front office manager

Question 12

Total rooms available divided by the number of rooms occupied is known as

A) rack rate
B) average daily rate
C) RevPAR
D) room occupancy percentage

Question 13

The area of a hotel most often described as the nerve center or hub of a hotel is the

A) night auditor
B) banquets
C) housekeeping
D) front office

Question 14

When selling rooms a front desk associate might try to upsell. This means

A) selling the room at the rack rate
B) suggestively selling the features of a larger room, a higher floor or perhaps a better view
C) providing a discount rate
D) honoring a guests discount coupon

Question 15

The front office, housekeeping, security and communications all fall under what department?

A) Rooms division
B) Night auditor
C) Concierge
D) Comptroller division

Question 16

The Hotel California has 642 rooms and the room revenue is $84,593. The REV PAR is:

A) $130.94
B) $83.91
C) $215.45
D) $131.76

Question 17

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

A) property management system
B) upselling
C) return on investment
D) revenue management

Question 18

Which of the following would NOT be considered a hotel department?

A) Rooms division
B) Front office
C) Property management system
D) food and beverage

Question 19

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

A) city folios
B) block rates
C) city rates
D) city ledger

Question 20

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

A) $125.12
B) $136.53
C) $114.63
D) $118.78

Question 21

A CRS can provide ________ information for a hotel.

A) revenue
B) forecasting
C) budgeting
D) revenue management

Question 22

Hotel Walker has had a very successful weekend, booking the majority of its rooms at close to rack rates. Room revenue for Saturday alone was $125,550 with 700 of the rooms sold for that evening. What was the average daily rate for Saturday at Hotel Walker?

Question 23

Keying locks, guest and employee identification and ADA compliance falls under

A) housekeeping
B) front desk
C) security and loss prevention
D) engineering

Question 24

Which of the following departments is the largest in a hotel in terms of people?

A) Reservations
B) Guest services
C) Housekeeping
D) Security

Question 25

List the steps in the guest cycle. Is one step more important than another? Why or why not?

Question 26

Discuss the concept of revenue management. Under what specific conditions can it be applied? Some critics of the concept argue that yield management is a form of legal discrimination. Do you agree or disagree? Justify your answer.

Question 27

Which of the following is NOT a feature of an energy management system?

A) Room occupancy status reporting
B) Automatic wake-up call functions
C) Minibar access reporting
D) Smoke detector alarm reporting

Question 28

The main advantage of using an electronic door locking system is

A) ease of employee use
B) more cost efficient
C) record of who enters the room and when
D) easy to replace

Question 29

In house and guest communications in a hotel are managed by

A) point of sales systems
B) the property management system
C) CBX or PBX
D) the F.O.M.

Question 30

Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the

A) front office manager
B) Food and Beverage Manager
C) engineering manager
D) executive housekeeper

Question 31

An environment that can deliver a complete booking system tied to the hotel's inventory in real time via the Web is called a(n)

A) Application Service Provider
B) Web Reservation Systems
C) Point of Sale System
D) Real Time Application System

Question 32

Global distribution systems were first used by the

A) hotel industry
B) airline industry
C) restaurant industry
D) rail industry

Question 33

List the members of the executive committee of a large hotel. What is the purpose of this committee?

Question 34

The purpose of revenue management is to

A) sell more rooms at discounted rates
B) increase profitability
C) monitor hotel restaurant and room service profitability
D) assist housekeeping in scheduling

Question 35

The Public Branch Exchange (PBX) represents what?

A) The telephone system
B) The computer system
C) The maintenance department
D) The electrical system

Question 36

Compare the management structure of a 300+ room resort hotel to that of a 75-room freeway hotel. Outline the reasons for the differences and discuss how one could argue that the responsibility of the general manager would be comparable in either setting.

Question 37

Make an argument that the night auditor and the housekeeper are the backbone of hotel operations.

Question 38

The person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions, tickets to shows and other advice is the

A) the bell captain
B) front desk associate
C) rooms manager
D) the concierge

Question 39

List the duties of the front office manager.

Question 40

Which system can track guest room phone charges?

A) Telephone Charge System
B) Call Accounting Systems
C) Room Charges Reporting
D) Guest Calls Reporting