Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1)
Room occupancy percentage (ROP) is determined by:
1)
A)
Total rooms occupied divided by total available rooms
B)
Total rooms occupied divided by total rooms sold
C)
Room revenue divided by number of rooms sold
D)
Room cost divided by room sales
Answer:
A
A)
B)
C)
D)
2)
A catering event order (CEO) or banquet event order (BEO) is used to:
2)
A)
alert the front office to large check–ins
B)
provide the client and hotel with essential information about each function
C)
encourage guests to use the hotel restaurants
D)
alert the Food and Beverage Department to large groups
Answer:
B
A)
B)
C)
D)
3)
Property management systems are designed to assist front office employees in performing
functions related to which tasks?
3)
A)
Restaurant reservations
B)
Valet parking availability
C)
Meeting schedules
D)
Reservations, rooms, and guest management
Answer:
D
A)
B)
C)
D)
4)
Sustainable properties are doing all of the following in their operating practices except:
4)
A)
reducing hazardous waste
B)
increasing energy consumption
C)
conserving water
D)
reducing waste
Answer:
B
A)
B)
C)
D)
1
5)
Special hotel accounts for a company that has established credit with a hotel are called:
5)
A)
city ledger
B)
audit rates
C)
guest folio
D)
rack rates
Answer:
A
A)
B)
C)
D)
6)
A position description for the front office includes all of the following tasks except:
6)
A)
to offer additional services such as hotel information
B)
to maintain balanced guest accounts
C)
to sell rooms
D)
to clean rooms
Answer:
D
A)
B)
C)
D)
7)
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.”
7)
A)
4
B)
2
C)
3
D)
8
Answer:
A
A)
B)
C)
D)
8)
If room sales are $50,000 in one day with 400 rooms available, the revenue per available room
would be:
8)
A)
$200.00
B)
$125.00
C)
$110.00
D)
$225.00
Answer:
B
A)
B)
C)
D)
9)
In house and guest communications in a hotel are managed by:
9)
A)
point of sales systems or POS
B)
property management system or PMS
C)
front office
D)
telecommunications or CBX/PBX
Answer:
D
A)
B)
C)
D)
2
10)
A demand forecasting technique used to maximize room revenue is known as:
10)
A)
return on investment
B)
revenue management
C)
average daily rates
D)
property management system
Answer:
B
A)
B)
C)
D)
11)
In the times of the Greek and Roman empires inns sprang up along the:
11)
A)
by the shore
B)
in city centers
C)
main roads
D)
near countryside manors
Answer:
C
A)
B)
C)
D)
12)
The area of the hotel that is often described as the nerve center or hub is:
12)
A)
night audit
B)
housekeeping
C)
front office
D)
sales
Answer:
C
A)
B)
C)
D)
13)
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:
13)
A)
concierge
B)
front desk associate
C)
assistant rooms manager
D)
bell captain
Answer:
A
A)
B)
C)
D)
14)
The largest department in the hotel, in terms of number of employees, is:
14)
A)
Food and Beverage
B)
Housekeeping
C)
Front office
D)
Sales and Banquets
Answer:
B
A)
B)
C)
D)
3
15)
Which of the following departments is not typically part of the hotel Food and Beverage division?
15)
A)
Room Service
B)
Gift Shop
C)
Stewarding
D)
Kitchen
Answer:
B
A)
B)
C)
D)
16)
The main function of a hotel is to:
16)
A)
provide complimentary breakfast and in–room amenities
B)
offer guests a variety of food and beverage options
C)
provide reasonably priced accommodations for all travelers
D)
provide an outstanding lodging experience
Answer:
D
A)
B)
C)
D)
17)
The executive committee of a hotel is:
17)
A)
also known as the General Manager
B)
the Front Desk Manager and Sales Director
C)
the food and beverage director and executive housekeeper
D)
comprised of key associates who head major departments
Answer:
D
A)
B)
C)
D)
18)
To be effective as a successful general manager of a hotel, the manager should exhibit all of the
following traits except:
18)
A)
computer programming skills
B)
leadership and people skills
C)
effective delegation
D)
attention to detail and follow through
Answer:
A
A)
B)
C)
D)
19)
The front office, housekeeping, concierge, security and communications all belong to which
division?
19)
A)
Rooms
B)
Human Resources
C)
Food and Beverage
D)
Sales
Answer:
A
A)
B)
C)
D)
4
20)
The triple bottom line or 3P approach addresses all of the following except:
20)
A)
people
B)
profit
C)
purchases
D)
planet
Answer:
C
A)
B)
C)
D)
21)
The individual responsible for the task of balancing the guest accounts receivables is the:
21)
A)
front desk sales associate
B)
night auditor
C)
concierge
D)
executive housekeeper
Answer:
B
A)
B)
C)
D)
22)
Hyatt Hotel Corporation was founded by the ________ family.
22)
A)
Carlson
B)
Pritzker
C)
Wilson
D)
Day
Answer:
B
A)
B)
C)
D)
23)
Dividing room revenue by the number of rooms available is called:
23)
A)
rooms occupancy percentage
B)
rack rate
C)
rev par
D)
average daily rate
Answer:
C
A)
B)
C)
D)
24)
In most hotels the executive committee:
24)
A)
makes all decisions
B)
sets room rates
C)
is involved in all major decisions but ultimately responsibility lies with the General Manager
D)
is responsible for creating the annual marketing plan
Answer:
C
A)
B)
C)
D)
5
25)
If Rooms revenue is $75,884 and the total number of rooms sold is 662 then the average daily rate
is:
25)
A)
$136.50
B)
$114.63
C)
$125.00
D)
$118.75
Answer:
B
A)
B)
C)
D)
26)
Hyatt Hotels Corporation is characterized by a ________ management approach.
26)
A)
micro
B)
decentralized
C)
centralized
D)
authoritarian
Answer:
B
A)
B)
C)
D)
27)
Depending on the type of hotel, housekeeping associates typically service between ________ rooms
per day:
27)
A)
25 and 30
B)
10 and 15
C)
15 and 20
D)
20 and 25
Answer:
C
A)
B)
C)
D)
28)
Average daily room rate (ADR) is determined by:
28)
A)
room revenue divided by number of rooms sold
B)
total rooms occupied divided by number of rooms sold
C)
total rooms occupied divided by total available rooms
D)
rooms cost divided by rooms sales
Answer:
A
A)
B)
C)
D)
29)
The primary purpose of revenue management is to:
29)
A)
sell more rooms at discounted rates
B)
assist the concierge with customer requests
C)
monitor hotel restaurant and room service orders
D)
increase profitability
Answer:
D
A)
B)
C)
D)
6
30)
Hotel restaurants cater to both:
30)
A)
hotel and banquet guests
B)
hotel guests and employees
C)
hotel guests and the general public
D)
hotel guests and the management team
Answer:
C
A)
B)
C)
D)
31)
The rack rate is:
31)
A)
a discounted rooms rate
B)
the rate set for convention attendees
C)
the published rate that the hotel would like to get for a room
D)
the price a room is sold for
Answer:
C
A)
B)
C)
D)
32)
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:
32)
A)
upselling
B)
honoring a guests request for a specific room
C)
providing a discount for a higher priced room
D)
selling the room at rack rate
Answer:
A
A)
B)
C)
D)
33)
The daily report performed by the night auditor contains key operating ratios used by management
including all of the following except:
33)
A)
average daily rate
B)
room occupancy percentage
C)
potential rooms revenue
D)
number of available parking spots
Answer:
D
A)
B)
C)
D)
34)
If the total rooms occupied are 622 and the total rooms available are 850, then the room occupancy
percentage is:
34)
A)
85%
B)
73.2%
C)
70%
D)
60.5%
Answer:
B
A)
B)
C)
D)
7