Deck 4: The Rooms Department

Question 1

Many hotels make use of a central reservation office.What is a correct definition of a central reservation office?

A) A hotel chain reservation system in which all participating hotels are involved
B) A subscription network designed to connect independent hotels
C) An office where all hotels in a geographic are served for the same needs
D) An office in the centre of the reservations department

Answer 1

A

Question 2

There are several different third party websites arrangements.Which type of model is described by an arrangement in which a hotel pays a commission to an intermediary for selling its rooms?

A) Agency model
B) Auction model
C) Merchant model
D) Opaque model

Answer 2

A

Question 3

Hotels offer different room rates to maximise their room revenue.Which room rate generates most room revenue for the hotel?

A) Rack rate
B) Day rate
C) Group rate
D) Complimentary rate

Answer 3

A

Question 4

What is the occupancy percentage of January? $$\begin{array} { | c | c | c | c | c | } \hline \text { A } & \text { B } & \text { C } & \text { D } & \text { E } \\\hline & \text { Supply } & \text { Demand } & \text { Revenue } & \text { Yield } \% \\\hline \text { Jan-16 } & 3,100 & 2,500 & € 312,500 & ? \\\hline\end{array}$$

A) 77.4%
B) 36.1%
C) 64.1%
D) 82.8%

Question 5

What is the RevPAR of January? $$\begin{array} { | c | c | c | c | c | } \hline \text { A } & \text { B } & \text { C } & \text { D } & \text { E } \\\hline & \text { Supply } & \text { Demand } & \text { Revenue } & \begin{array} { c } \text { RevPAR in } \\\text { Euro } ( \epsilon )\end{array} \\\hline \text { Jan-16 } & 3,100 & 2,400 & € 209,650 & ? \\\hline\end{array}$$

A) € 67.63
B) € 38.12
C) € 64.12
D) € 87.35

Question 6

Which of the following is an accurate statement in relation to the key performance indicators of Hotels A and B? $$\begin{array} { | l | c | c | c | c | c | c | } \hline & \mathbf { A } & \mathbf { B } & \mathbf { C } & \mathbf { D } & \mathbf { E } & \mathbf { F } \\\hline & & \begin{array} { c } \text { Supply in } \\\text { number of } \\\text { rooms }\end{array} & \begin{array} { c } \text { Demand } \\\text { in } \\\text { number } \\\text { of rooms }\end{array} & \text { Revenue } & \begin{array} { c } \text { Occupancy } \\\text { percentage }\end{array} & \text { ADR } \\\hline \text { Hotel A } & \text { Jan-16 } & 3,100 & 2,400 & € 198,765 & 77.42 \% & 82.81 \\\hline \text { Hotel B } & \text { Jan-16 } & 4,650 & 2,500 & € 212,500 & 53.76 \% & 85.00 \\\hline\end{array}$$

A) Hotel B has more hotel rooms than Hotel A
B) The RevPAR of hotel B is higher than the RevPAR of hotel
C) Although Hotels A and B have different KPIs, they perform financially in a similar way.
D) Hotel B has highest revenue and ADR, therefore perform better than

Question 7

What is the yield percentage of January with an applicable rack rate of € 150? $$\begin{array} { | c | c | c | c | c | } \hline \text { A } & \text { B } & \text { C } & \text { D } & \text { E } \\\hline & \text { Supply } & \text { Demand } & \text { Revenue } & \text { Yield } \% \\\hline \text { Jan-16 } & 3,100 & 2,500 & € 312,500 & ? \\\hline\end{array}$$

A) 67.20%
B) 14.88%
C) 25.12%
D) 80.65%

Question 8

Which members of staff belong to the uniformed services of a full service luxury hotel property?

A) Concierges and bell attendants
B) Door attendants and chef uniforms
C) Housemen and laundry staff
D) Valets and floor supervisors

Question 9

What does the organisation 'Les Clefs d'Or' represent?

A) An organisation of hotel concierges, symbolising a guaranteed level of excellent service
B) An organisation of various executive housekeepers symbolising solidarity and ambition.
C) An organisation of various front office staff, symbolising unity and cooperation.
D) An organisation of different hotels, symbolising hospitality improved revenue and quality

Question 10

What does the abbreviation PBX stand for?

A) Private Branch Exchange
B) Prior Brand Equity
C) Primary Bank Equity
D) Personal Branch Exchange

Question 11

What is the very first step in the check-in procedures of hotels?

A) Acknowledging the presence of the guest
B) Offering the registration card to the guest to be filled out completely
C) Making sure the guest feels at home and is aware of all the services of the hotel
D) Checking the identity of the guest in the property management system

Question 12

Which activity DOES NOT belong to a regular check-out procedure in hotels?

A) Making a copy of passport
B) Checking for mail or messages
C) Presenting guest folio
D) Posting outstanding charges

Question 13

Which term describes the process of proposing a more expensive and luxurious room during the check-in procedure?

A) Up-selling
B) Maximum selling
C) Cross-selling
D) Suggestive selling

Question 14

What is the term used to indicate the difference between the room statuses in a PMS from the actual situation?

A) A discrepancy
B) A distortion
C) A difference
D) A dissertation

Question 15

For which of the following questions is the area inventory list the correct answer?

A) What particular area needs to be cleaned?
B) How should a particular area be cleaned?
C) When will a particular area be cleaned?
D) Why should a particular area need to be cleaned?

Question 16

Which term reflects the standards indicating what must be cleaned and how an area or item must be cleaned?

A) Performance standards
B) Frequency standards
C) Productivity standards
D) Quality standards

Question 17

The Reflection Hotel has 250 rooms and suites. Each room attendant works 7 hours and 45 minutes per shift. During the day a coffee break of 10 minutes and a half-hour lunch break are obligated and unpaid. The beginning of the shift duties take about 15 minutes. Also the end of shift duties take 15 minutes. According to the productivity standards of the Reflection hotel it takes on average 23 minutes to clean one hotel room.How many rooms can be cleaned by one room attendant at the Reflection Hotel?

A) One room attendant can clean approximately 17 hotel rooms per shift
B) One room attendant can clean approximately 15 hotel rooms per shift
C) One room attendant can clean approximately 20 hotel rooms per shift
D) One room attendant can clean approximately 23 hotel rooms per shift

Question 18

The Reflection hotel has 250 rooms and suites. Each room attendant works 7 hours and 45 minutes per shift. During the day a coffee break of 10 minutes and a half-hour lunch break are obligated and unpaid. The beginning of the shift duties take about 15 minutes. Also the end of shift duties take 15 minutes. According to the productivity standards of the Reflection hotel it takes on average 23 minutes to clean one hotel room.How many room attendants need to be approximately scheduled to be able to clean the hotel rooms when the hotel is occupied at 80%?

A) 12
B) 14
C) 16
D) 18

Question 19

According to Nitschke and Frye (2008), which elements need to be taken into consideration when establishing a linen par for a hotel?

A) Laundry cycle and replacement linen
B) Guest satisfaction and quality of linen
C) Occupancy and productivity standards
D) Weather forecast and daily operations

Question 20

What is a correct definition of the term outsourcing?

A) Outsourcing is contracting another company to execute particular tasks
B) Outsourcing is delegating tasks to other departments or companies
C) Outsourcing is doing tasks not within the hotel, however nearby the hotel
D) Outsourcing is sharing tasks and responsibilities with different companies