Deck 3: Rooms Division

Question 1

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

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

Answer 1

D

Question 2

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

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

Answer 2

D

Question 3

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

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

Answer 3

C

Question 4

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)front office schedule
C)previous evening's banquets
D)room occupancy percentage

Question 5

The ultimate responsibility and authority of running a hotel rests with

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

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

Question 8

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)staffing and scheduling
D)reviewing arrivals and departures

Question 9

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)Guest's meeting schedules
C)Restaurant reservations
D)Catering and Banquet reservations

Question 10

The more common name for a guests account is

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

Question 11

The executive committee of a hotel is

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

Question 12

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

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

Question 13

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

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

Question 14

Average daily room rate is

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

Question 15

Hotels can avoid overselling (overbooking)rooms by using a

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

Question 16

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

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

Question 17

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

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

Question 18

Guest folios are typically managed by

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

Question 19

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

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

Question 20

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

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

Question 21

The main advantage of using an electronic door locking system is

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

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

Question 23

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

Question 24

List and describe the duties of the front office manager.

Question 25

Rack rate is

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

Question 26

In house and guest communications in a hotel are managed by

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

Question 27

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

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

Question 28

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)Real Time Application System
C)Application Service Provider
D)Web Reservation Systems

Question 29

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

Question 30

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

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

Question 31

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 32

Housekeeping department measures productivity by

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

Question 33

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 34

The purpose of revenue management is to

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

Question 35

Describe the duties of the night auditor.

Question 36

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

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

Question 37

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

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

Question 38

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 39

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

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

Question 40

Which system can track guest room phone charges?

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

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

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 44

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

Question 45

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?