Deck 9: The Front Office

Question 1

What is the purpose of a bucket check?

A) Assist in ADR calculations
B) Assist in occupancy forecasting
C) Verify the accuracy of guest folio balances
D) Verify the accuracy of guest registration information

Answer 1

D

Question 2

A hotel has 400 rooms available to sell on Monday night.The hotel forecasts 360 rooms will be sold that night.What is the hotel's occupancy forecast for Monday night?

A) 50%
B) 71%
C) 90%
D) 111%

Answer 2

C

Question 3

What forms the legal contract between a hotel and its arriving guests?

A) Bill
B) Folio
C) Reservation
D) Registration card

Answer 3

D

Question 4

A hotel has 500 rooms available for sale.For Monday night the hotel's occupancy forecast is 60%.What is the number of rooms the hotel has available to sell for Monday night?

A) 100
B) 200
C) 250
D) 300

Question 5

The situation in which all of a hotel's rooms are sold or oversold is referred to as a

A) CTA.
B) sell-out.
C) shut-out.
D) black-out.

Question 6

Which room sales are most often made through the efforts of a hotel's front-office staff?

A) Group
B) Transient
C) Convention
D) Meeting rooms

Question 7

For any specific date,a hotel's availability forecast identifies the

A) price at which rooms should be sold.
B) price at which rooms have been sold.
C) number of hotel rooms remaining to be sold.
D) number of hotel rooms that have already been sold.

Question 8

Proper guest accounting begins with assigning guests to the room types they have reserved and

A) doing so at the time their reservation is made.
B) at the rate indicated on the guest's reservation.
C) confirming the guest's preferred payment method.
D) recording the guest's frequent traveler program information.

Question 9

Front desk agents should authorize (validate)the card used by a guest as that guest's preferred form of payment at the time

A) of the guest's arrival.
B) of the guest's check out.
C) the guest is issued a reservation confirmation number.
D) the guest's payment-related reg. card data fields are completed.

Question 10

Which is the last step in the guest registration process?

A) Room assignment
B) Issuance of room keys
C) Securing form of payment
D) Confirming information on the registration card

Question 11

A caller to a hotel's front desk asks if a specific guest is staying in the hotel.The desk agent answering the call should

A) provide no information about the guest.
B) ask about the caller's relationship to the guest.
C) provide the guest's name and room number only.
D) confirm only if the guest is or is not staying in the hotel.

Question 12

Which type of hotel guest would be most influenced to choose a hotel based upon its curb appeal?

A) Group
B) Walk-in
C) Transient
D) Corporate

Question 13

A guest who must be walked is always one who

A) is a walk-in.
B) is part of a group block.
C) has a confirmed reservation.
D) does not have a confirmed reservation.

Question 14

A hotel guest's charges should be posted to that guest's

A) folio.
B) registration card.
C) reservation data field.
D) frequent guest account.

Question 15

In its earliest days of operation,who utilized the GDS to book hotel rooms?

A) DOSMs
B) Travel agents
C) Airline agents
D) Front office managers

Question 16

What information would be entered in the "Guest Tracking" data field when a guest makes a room reservation?

A) The rate to be paid
B) The date of check-in
C) The type of guest (e.g. leisure or business)
D) The room type (e.g. double-double or King)

Question 17

On which date would a hotel release rooms that have not been picked up from a group block?

A) Arrival date
B) Cut-off date
C) Black-out date
D) Conclusion date

Question 18

In most cases,at what time are non-guaranteed room reservations released by a hotel's front office?

A) 4:00 to 6:00 a.m.
B) 6:00 to 8:00 a.m.
C) 4:00 to 6:00 p.m.
D) 6:00 to 8:00 p.m.

Question 19

To which department would a hotel guest most likely complain about a TV that is not functioning properly in his room?

A) Front office
B) Maintenance
C) Housekeeping
D) Sales and Marketing

Question 20

A concierge provides a hotel's guests with

A) information.
B) in-room services.
C) payment options.
D) luggage assistance.

Question 21

What is true about the recordable locking systems used by hotels?

A) They are powered by batteries.
B) They can be programmed by guests.
C) They are direct wired to a hotel's electrical system.
D) They are typically manufactured by the same company that make a hotel's PMS.

Question 22

What is the hotel industry term used to describe the computerized system that identifies telephone charges to be posted to guest folios?

A) Tolls assessment
B) Call accounting
C) Telephone charge system
D) Telephone reconciliation

Question 23

At what time would it be best for an auditor to perform his or her night audit?

A) 5:00 a.m. to 7:00 a.m.
B) 2:00 a.m. to 4:00 a.m.
C) 11 p.m. to 1:00 a.m.
D) 4:00 p.m. to 6:00 p.m.

Question 24

What is the system in a hotel that processes incoming,internal and outgoing telephone calls?

A) PBX
B) CHA
C) Call assessment
D) Toll assessment

Question 25

Who would be most responsible for maintaining the security of a hotel's back-office accounting systems?

A) FOM
B) DOSM
C) Controller
D) Director of Security