Deck 3: Rooms Division

Question 1

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

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

Answer 1

C

Question 2

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

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

Answer 2

C

Question 3

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

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

Answer 3

C

Question 4

The Hotel California has 642 rooms with 413 occupied and the room revenue is $84,593. The REV PAR is

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

Question 5

The more common name for a guests account is

A) folio
B) a file
C) rewards account
D) open ledger

Question 6

Room occupancy percentage or ROP is

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

Question 7

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

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

Question 8

Hotels can avoid overselling (overbooking) rooms by using a

A) call accounting system
B) energy management system
C) central reservation system
D) point of sale system

Question 9

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

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

Question 10

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

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

Question 11

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

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

Question 12

Allocating the right type of room to the right guest at the right price is the job of

A) the sales department
B) the point of sale system
C) the concierge
D) the revenue management system

Question 13

One of the most important concerns for guests in a hotel is

A) food and beverage
B) cost of the room
C) security
D) in -room movies

Question 14

Average daily room rate is

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

Question 15

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

A) previous evening's banquets
B) total number of rooms in the hotel
C) front office schedule
D) room occupancy percentage

Question 16

The ultimate responsibility and authority of running a hotel rests with

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

Question 17

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

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

Question 18

The executive committee of a hotel is

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

Question 19

Guest folios are typically managed by

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

Question 20

The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is

A) 60%
B) 32%
C) 73%
D) 64%

Question 21

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

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

Question 22

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

Question 23

Describe the duties of the night auditor.

Question 24

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

Question 25

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

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

Question 26

Which system can track guest room phone charges?

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

Question 27

The main function of a ________ is to escort guests and transport their luggage to their rooms.

A) front desk agent
B) concierge
C) bellperson
D) valet

Question 28

The main advantage of using an electronic door locking system is

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

Question 29

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.
What is the room occupancy percentage of Hotel Walker?

Question 30

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

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

Question 31

The purpose of revenue management is to

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

Question 32

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

Question 33

In house and guest communications in a hotel are managed by

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

Question 34

Housekeeping department measures productivity by

A) person hours per occupied room
B) hours worked divided by number of housekeepers
C) occupied rooms divided by number of housekeepers
D) number of rooms times hours worked

Question 35

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

Question 36

Rack rate is

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

Question 37

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

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

Question 38

The housekeepers are expected to clean how many rooms per day in an average hotel?

A) 15 -18
B) 12 -18
C) 8 -12
D) 18 -24

Question 39

List and describe the duties of the front office manager.

Question 40

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 41

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

Question 42

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 43

Discuss the importance of keeping an accurate record of ADR and ROP. In what areas is this information used in the strategic planning of the hotel's operations?

Question 44

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 45

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