Deck 5: Lodging Operations

Question 1

To be effective as a successful general manager of a hotel, the manager should exhibit all of the following traits except:

A)leadership and people skills
B)attention to detail and follow through
C)effective delegation
D)computer programming skills

Answer 1

D

Question 2

In the times of the Greek and Roman empires inns sprang up along the:

A)by the shore
B)in city centers
C)near countryside manors
D)main roads

Answer 2

D

Question 3

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

A)guest folio
B)rack rates
C)audit rates
D)city ledger

Answer 3

D

Question 4

The main function of a hotel is to:

A)provide an outstanding lodging experience
B)provide reasonably priced accommodations for all travelers
C)offer guests a variety of food and beverage options
D)provide complimentary breakfast and in-room amenities

Question 5

Average daily room rate (ADR)is determined by:

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

Question 6

If Rooms revenue is $75,884 and the total number of rooms sold is 662 then the average daily rate is:

A)$118.75
B)$125.00
C)$136.50
D)$114.63

Question 7

The executive committee of a hotel is:

A)comprised of key associates who head major departments
B)the Front Desk Manager and Sales Director
C)the food and beverage director and executive housekeeper
D)also known as the General Manager

Question 8

Room occupancy percentage (ROP)is determined by:

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

Question 9

If the total rooms occupied are 622 and the total rooms available are 850, then the room occupancy percentage is:

A)85%
B)70%
C)60.5%
D)73.2%

Question 10

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

A)property management system
B)revenue management
C)return on investment
D)average daily rates

Question 11

When selling a room, the front desk associate may suggest that the features of a larger room or a better view may be a superior value for the guest; which means that the Front Desk Associate
Is:

A)selling the room at rack rate
B)providing a discount for a higher priced room
C)honoring a guests request for a specific room
D)upselling

Question 12

The area of the hotel that is often described as the nerve center or hub is:

A)night audit
B)housekeeping
C)front office
D)sales

Question 13

Hyatt Hotels Corporation is characterized by a ________ management approach.

A)decentralized
B)authoritarian
C)centralized
D)micro

Question 14

A position description for the front office includes all of the following tasks except:

A)to clean rooms
B)to offer additional services such as hotel information
C)to sell rooms
D)to maintain balanced guest accounts

Question 15

Hyatt Hotel Corporation was founded by the ________ family.

A)Wilson
B)Pritzker
C)Carlson
D)Day

Question 16

The daily report performed by the night auditor contains key operating ratios used by management including all of the following except:

A)room occupancy percentage
B)average daily rate
C)number of available parking spots
D)potential rooms revenue

Question 17

The individual responsible for the task of balancing the guest accounts receivables is the:

A)night auditor
B)executive housekeeper
C)concierge
D)front desk sales associate

Question 18

In most hotels the executive committee:

A)sets room rates
B)makes all decisions
C)is responsible for creating the annual marketing plan
D)is involved in all major decisions but ultimately responsibility lies with the General Manager

Question 19

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

A)Restaurant reservations
B)Meeting schedules
C)Valet parking availability
D)Reservations, rooms, and guest management

Question 20

The front office, housekeeping, concierge, security and communications all belong to which division?

A)Human Resources
B)Sales
C)Food and Beverage
D)Rooms

Question 21

Hotel restaurants cater to both:

A)hotel and banquet guests
B)hotel guests and employees
C)hotel guests and the management team
D)hotel guests and the general public

Question 22

If room sales are $50,000 in one day with 400 rooms available, the revenue per available room would be:

A)$110.00
B)$125.00
C)$225.00
D)$200.00

Question 23

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

Question 24

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

Question 25

The rack rate is:

A)the published rate that the hotel would like to get for a room
B)the price a room is sold for
C)a discounted rooms rate
D)the rate set for convention attendees

Question 26

The largest department in the hotel, in terms of number of employees, is:

A)Sales and Banquets
B)Housekeeping
C)Front office
D)Food and Beverage

Question 27

The triple bottom line or 3P approach addresses all of the following except:

A)people
B)purchases
C)profit
D)planet

Question 28

A hotel with 900 rooms available and 750 occupied has a rooms occupied percentage of
________.

Question 29

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

Question 30

Which of the following departments is not typically part of the hotel Food and Beverage division?

A)Gift Shop
B)Stewarding
C)Kitchen
D)Room Service

Question 31

The concierge association, which promotes high professional and ethical standards, is called:

A)Chaine des rotisseurs
B)International Concierge Association
C)Professional Association of Innkeepers International
D)Les Clefs d'Or

Question 32

Sustainable properties are doing all of the following in their operating practices except:

A)increasing energy consumption
B)reducing waste
C)reducing hazardous waste
D)conserving water

Question 33

In house and guest communications in a hotel are managed by:

A)point of sales systems or POS
B)front office
C)property management system or PMS
D)telecommunications or CBX/PBX

Question 34

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

Question 35

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."

A)4
B)2
C)3
D)8

Question 36

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

Question 37

A catering event order (CEO)or banquet event order (BEO)is used to:

A)provide the client and hotel with essential information about each function
B)encourage guests to use the hotel restaurants
C)alert the front office to large check-ins
D)alert the Food and Beverage Department to large groups

Question 38

Dividing room revenue by the number of rooms available is called:

A)rev par
B)average daily rate
C)rooms occupancy percentage
D)rack rate

Question 39

The primary purpose of revenue management is to:

A)increase profitability
B)monitor hotel restaurant and room service orders
C)sell more rooms at discounted rates
D)assist the concierge with customer requests

Question 40

Depending on the type of hotel, housekeeping associates typically service between ________ rooms per day:

A)25 and 30
B)15 and 20
C)20 and 25
D)10 and 15

Question 41

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

Question 42

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 43

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

Question 44

If rooms revenue is $85,000 and the total number of rooms sold is 800 the average daily
rate is ________.

Question 45

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

Question 46

Define and discuss how revenue management improves the profits of the hotel.

Question 47

The Walker Hotel sold 637 of 755 available rooms last night for a total of $103,570. Show the formulas and
answers for: Rooms Occupancy percentage, ADR, and RevPAR.

Question 48

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

Question 49

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 50

Describe the duties of the night auditor.

Question 51

Discuss the responsibilities of the executive housekeeper.

Question 52

If room sales are $75,000 in one day for a hotel with 500 rooms available the rev par is
________.

Question 53

Discuss the Food and Beverage Director's responsibilities. Include each department he/she supervises and
department functions.

Question 54

List the duties of the front office manager.

Question 55

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