Deck 5: Lodging Operations

Question 1

If the total rooms occupied are 622 and the total rooms available are 850, then the room occupancy percentage is:
• 85%
• 60.5%
• 70%
• 73.2%

Answer 1

• 73.2%

Question 2

The main function of a hotel is to:
• Provide an outstanding lodging experience
• Offer guests a variety of food and beverage options
• Provide complimentary breakfast and in-room amenities
• Provide reasonably priced accommodations

Answer 2

• Provide an outstanding lodging experience

Question 3

In most hotels the executive committee
• Makes all decisions
• Is involved in all major decisions but ultimately responsibility lies with the General Manager
• Is responsible for creating the annual marketing plan
• Sets room rates

Answer 3

• Is involved in all major decisions but ultimately responsibility lies with the General Manager

Question 4

Property management systems are designed to assist front office employees in performing functions related to which tasks?
• Reservations, rooms, and guest management
• Valet parking availability
• Restaurant reservations
• Meeting schedules

Question 5

A demand forecasting technique used to maximize room revenue is known as:
• Property management system
• Average daily rates
• Return on investment
• Revenue management

Question 6

A position description for the front office includes all of the following tasks except:
• To sell rooms
• To clean rooms
• To maintain balanced guest accounts
• To offer additional services such as hotel information

Question 7

In the times of the Greek and Roman empires inns sprang up along the:
• Main roads
• Near countryside manors
• By the shore
• In city centers

Question 8

Hyatt Hotels Corporation is characterized by a _____________ management approach.
• Micro
• Authoritarian
• Decentralized
• Scientific

Question 9

To be effective as a successful general manager of a hotel, the manager should exhibit all of the following traits except:
• Attention to detail and follow through
• Leadership and people skills
• Effective delegation
• Computer programming skills

Question 10

The rack rate is:
• The price a room is sold for
• A discounted rooms rate
• The published rate that the hotel would like to get for a room
• The rate set for convention attendees

Question 11

Hyatt Hotel Corporation was founded by the _____________ family.
• Marriott
• Pritzker
• Day
• Wilson

Question 12

Average daily room rate (ADR) is determined by:
• Room revenue divided by number of rooms sold
• Total rooms occupied divided by total available rooms
• Total rooms occupied divided by number of rooms sold
• Rooms cost divided by rooms sales

Question 13

When selling a room, the front desk associate may upsell, which means:
• Selling the room at rack rate
• Suggestively selling the features of a larger room, higher floor or perhaps a better view
• Providing a discount rate
• Honoring a guests discount coupon

Question 14

The area of the hotel that is often described as the nerve center of hub is:
• Night audit
• Banquets
• Housekeeping
• Front office

Question 15

Special hotel accounts for a company that has established credit with a hotel are called:
• Guest folio
• Night audit
• Rack rate
• City ledger

Question 16

The daily report performed by the night auditor contains key operating ratios used by management including all of the following except:
• Room occupancy percentage
• Average Daily rate
• Potential rooms revenue
• Number of available parking spots

Question 17

The front office, housekeeping, concierge, security and communications all belong to which division?
• Food and Beverage
• Engineering
• Human Resources
• Rooms

Question 18

The executive committee of a hotel is:
• Also known as the General Manager
• Comprised of key associates who head major departments
• The chef and sous chef
• The food and beverage director and executive housekeeper

Question 19

Room occupancy percentage (ROP) is determined by:
• Room revenue divided by number of rooms sold
• Total rooms occupied divided by total available rooms
• Total rooms occupied divided by total rooms sold
• Room cost divided room sales

Question 20

The individual responsible for the task of balancing the guest accounts receivables is the:
• Night auditor
• Concierge
• Executive housekeeper
• Chef

Question 21

A hotel with 1000 rooms available and 750 occupied has a rooms occupied percentage of __________ .

Question 22

Hotel restaurants cater to both:
• Hotel guests and the management team
• Hotel and banquet guests
• Hotel guests and the general public
• Hotel guests and employees

Question 23

The front office, reservations, housekeeping, concierge, guest services, security and communications make up the __________ of a hotel.

Question 24

The primary purpose of revenue management is to
• Sell more rooms at discounted rates
• Increase profitability
• Monitor hotel restaurant and room service orders
• Assist the concierge with customer requests

Question 25

The concierge association, which promotes high professional and ethical standards, is called:
• Les Clefs d'Or
• Chaine des rotisseurs
• Professional Association of Innkeepers International
• International Concierge Association

Question 26

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:
• Valet
• Front desk associate
• Assistant rooms manager
• Concierge

Question 27

Energy Star is a joint program of the _____________ and the _____________ and provides a trustworthy label on products that use less energy.
• U.S. Environmental Protection Agency and U.S. Department of Agriculture
• U.S. Department of Agriculture and U.S. Department of Energy
• U.S. Environmental Protection Agency and U.S. Department of Energy
• U.S. Department of Energy and U.S. Department of Commerce

Question 28

The __________ is described as the hub or nerve center of the hotel.

Question 29

Which of the following departments is not typically part of the hotel Food and Beverage division?
• Kitchen
• Room Service
• Maintenance
• Stewarding

Question 30

The triple bottom line or 3P approach addresses all of the following except
• People
• Purchases
• Planet
• Profit

Question 31

The person responsible for the task of balancing the guests accounts receivables is the __________ .

Question 32

The system that helps hotels to accept, store, and retrieve guest reservations, guest history, requests and electronic billing is the __________ .

Question 33

The directors of human resources, food and beverage, rooms division, security, marketing and sales, engineering and marketing make up the __________ .

Question 34

Depending on the type of hotel, housekeeping associates typically service between _____________ rooms per day:
• 10 and 15
• 15 and 20
• 20 and 25
• 25 and 30

Question 35

A catering event order (CEO) or banquet event order (BEO) is used to:
• Provide the client and hotel with essential information about each function
• A contract
• Alert security to problem groups
• Alert the front office to large check-ins

Question 36

The largest department in the hotel, in terms of number of employees, is:
• Maintenance
• Food and Beverage
• Housekeeping
• Front office

Question 37

Dividing room revenue by the number of rooms available is called:
• Rev par
• Rack rate
• Rooms occupancy percentage
• Average daily rate

Question 38

In house and guest communications in a hotel are managed by:
• Point of sales systems or POS
• Property management system or PMS
• Telecommunications or CBX/PBX
• Front office

Question 39

Sustainable properties are doing all of the following in their operating practices except:
• Increasing energy consumption
• Conserving water
• Reducing waste
• Reducing hazardous waste

Question 40

In order to be in compliance with the Americans with Disabilities Act (ADA) all hotels are expected to have at least _____________ percent of their parking spaces designated as "handicapped".
• 2
• 8
• 4
• 10

Question 41

List the duties of the front office manager.

Question 42

Describe the duties of the night auditor.

Question 43

In house communications, guest communications such as pagers, radios, voice mail, faxes and messages are managed by __________ .

Question 44

Discuss the responsibilities of the executive housekeeper.

Question 45

A demand forecasting technique used to maximize revenue borrowed from the airline industry is called __________ .

Question 46

List the members of the executive committee of a large hotel and describe the purpose of this committee.

Question 47

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. The room occupancy percentage of Hotel Walker is __________ .

Question 48

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. The average daily rate for Saturday at Hotel Walker was __________ .

Question 49

Discuss the importance of security and loss prevention and the key elements of a security plan.