Deck 4: Operations: Rooms

Question 1

What is a slip percentage, according to the article?

A) It is a formal document of the number of accidents that occurred at the workplace.
B) It is the expected variation from stated arrival and room "pickup" percentages the group's meeting planner promised.
C) It is a document stating the number of errors that occurred with the guests during the previous day.
D) It means that the hotel overcommitted the number of rooms they are able to offer to guests.
E) None of the above

Answer 1

B

Question 2

The average length of stay describes the average duration of a guest's hotel stay over a range of dates.

Answer 2

True

Question 3

According to the article, a profit center is a place where value is created and exchanged.

Answer 3

True

Question 4

What information should the front office have in advance before meeting with the resident manager?

A) Daily sales from the previous day.
B) The occupancy report from the previous day.
C) The number of employees who have called in sick for the day.
D) All of the above
E) Only a and b

Question 5

According to the article, a strong way of building employee loyalty is by spending time with the employees.

Question 6

According to the authors, mastering length-of-stay patterns may be the most rewarding of yield-management functions.

Question 7

According to the author, a good manager is one who pays a great amount of attention to the financial statements, even if this means neglecting the employees.

Question 8

The first suggestion for a straightforward approach to yield management is to cluster rates into a few groupings of similar programs.

Question 9

Customer complaints are a tedious part of the front office manager's job responsibilities. Therefore, when a customer complains, the front office manager should refer them to the general manager of the hotel.

Question 10

Relationship building is a critical function of a front office manager's daily duties.

Question 11

The most common length-of-stay statistic used in the hospitality industry is the potential length of stay.

Question 12

According to the article, why should the front office manager make it a point to greet the staff and wish them a good morning?

A) It sets the stage for the remainder of the day.
B) It gives the employees the opportunity to express any concerns they may have for the day.
C) It makes the employees feel good.
D) All of the above.
E) Only a and c

Question 13

A property's yield management objective is to sell out the hotel as far in advance to the arrival date in order to ensure high revenue and potential profit.

Question 14

Garry Dickover gives a number of reasons why it is important to have a pre-shift meeting with his staff. Which of the following reasons was not given in the article?

A) It is a time where the front office manager has everyone together.
B) Garry Dickover is able to inform his employees of what is going on for the day.
C) It is a time for the employees to put in requests for time off.
D) It gives the FOM a chance to share with the employees the standards that the company has set.
E) The FOM and the employees are given the opportunity to discuss how they can apply the standards to the customers.

Question 15

According to the author, the first and last thing a guest sees is the front drive.

Question 16

The authors of the article state, profits are not the only true measure of business success.

Question 17

A hotel is able to identify its "best" guests through its data collection system.

Question 18

The goal of yield management is to never turn away a potential guest.

Question 19

The phrase, "sold up the river", refers to being overcommitted to your foodservice distributors.

Question 20

Why should a front office manager meet with his/her associates during the day?

A) It allows the FOM to get a pulse of what is going on in the organization.
B) It helps build a relationship within the team.
C) It helps to identify the challenges that the FOM may not be aware of.
D) All of the above.
E) Only b and c

Question 21

At present, the pricing strategies employed by hotels do make a distinction between customers frequency of stay?

Question 22

Which of the following was NOT listed as one of the four major areas identified as having the greatest growth potential in hotel RM??

A) Technological advancement.
B) Integration of customer relationship management and RM
C) Group RM
D) Pricing, segmentation, and packaging
E) Organizational structure

Question 23

industry experts see the integration of CRM and RM as one of the areas with the most potential for the future of RM?

Question 24

Which of the following characteristics was not used to describe Arnaldo's last contact with a concierge?

A) Polite
B) Punctual
C) Amusing
D) Charming
E) Endearing

Question 25

According to the authors, taking into account the total value of a group should include variables such as:

A) Size of group
B) Room and non-room spending
C) Use of function space
D) All of the above
E) Only a and c

Question 26

According to the article, there are _________ main revenue-management concepts that allow hotels to pick up relatively easy money.

A) 2
B) 3
C) 4
D) 5
E) 6

Question 27

_______________ pricing involves the ability to price each individual customer differently.

A) Customized
B) One-to-one
C) Face-to-face
D) Hospitable
E) Differentiated

Question 28

There are six major obstacles that face management in their efforts to implement a yield management system. Which of the following was not listed as one of the six obstacles?

A) It is extremely expensive.
B) Lack of creativity.
C) Conflict between sales and service.
D) Targeting the wrong customers.
E) Rewarding the wrong behavior.

Question 29

Which of the following was not one of the six significant findings about the modern concierge?

A) Emotional
B) Passion
C) Titles
D) Technology and the "Compcierge"
E) Aloha

Question 30

Over 6,000 international members from 45 countries make up the LCD worldwide?

Question 31

Arnaldo predicts that at some point, the concierge or guest service staff will be replaced by technology?

Question 32

An interactive software, known as GoConcierge GC)allows a user to manage and provide guests with information and services in a consistently impressive manner?

Question 33

Technology is a current advantage to group forecasting?

Question 34

How are restaurants able to increase revenues, according to the article?

A) By serving take-out food
B) Catering private parties off-premise
C) Adjusting the menu mix
D) Developing unique reward systems for servers
E) All of the above

Question 35

Which of the following groups was not listed in the article as benefiting from enhanced profits?

A) Guests
B) Vendors
C) Employees
D) Management
E) Shareholders and investors

Question 36

A disadvantage to having a centralized RM team is that the costs associated with RM is distributed over several properties.

Question 37

Quintessentially is a membership organization affiliated with luxury facilities worldwide and essentially provides the same sorts of services the lobby-based concierge would without the restrictions of being in a facility?

Question 38

Which of the following was not listed as a principle that applies to setting up categories to manage rates at a hotel?

A) Each category should have a reasonable volume of activity.
B) Limit the total number of transient rate categories to no more than six or so.
C) Group business should have a separate hierarchy of buckets to allow the operator to track pickups of room blocks.
D) All of the above were listed in the article.
E) Only a and c were listed in the article

Question 39

Dynamic packaging and pricing is a major future trend in RM?

Question 40

One area where group RM will likely grow is in group forecasting?

Question 41

Once a bell person is hired, proper training is important. Which of the following was not listed as a key area to include in the bellstaff training rotation?

A) Front desk
B) Linen
C) Housekeeping
D) Loss prevention
E) Restaurant menu+

Question 42

Which of the following is not considered one of the key areas of the front office operation?

A) Bellstand
B) Front desk
C) Housekeeping
D) Guest relations
E) All of the above are key areas of the front office operation

Question 43

The bellstand and its associates are important to a hotel because they are usually the first and last encounter the guest has with the hotel and its staff?

Question 44

According to the article, which of the following characteristics should a manager look for when hiring a potential bellstaff?

A) A positive attitude
B) Extremely intelligent
C) Articulate
D) All of the above
E) Only a and c

Question 45

In the original Withiam article on concierges 1983), there were about forty members in Les Clefs d' Or USA. In 2003, there were ______ concierge members in LCD USA.

A) 150
B) 200
C) 300
D) 450
E) 600

Question 46

Training the associates in the guest relations department is critical and probably more intense than any other department?

Question 47

Potential candidates for the front desk need to be able to multitask in a fast paced environment and able to handle stressful conflict situations?

Question 48

Traditionally, the bellstaff was considered "concierge"?

Question 49

The primary duties for a front desk associates is the reservation system process?

Question 50

A front desk is divided into several equally equipped workstations. According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

A) 10
B) 50
C) 100
D) 250
E) 500

Question 51

A _________ is a simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed.

A) Trip log
B) Logbook
C) Diary
D) Binder
E) Rack

Question 52

Which of the following is not a basic duty of a bell person?

A) Handling incoming and outgoing luggage
B) Greet arriving and departing guests
C) Storage of luggage for guests
D) Answer any questions that the guest may have
E) All of the above are basic duties

Question 53

Unclean rooms are the most common reason for guest complaints?

Question 54

Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

A) Rate
B) Length of stay
C) VIP levels
D) Age of guests
E) Reservation guarantees