35)
The concierge association, which promotes high professional and ethical standards, is called:
35)
A)
Professional Association of Innkeepers International
B)
Chaine des rotisseurs
C)
International Concierge Association
D)
Les Clefs d’Or
Answer:
D
Explanation:
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
36)
The system that helps hotels to accept, store, and retrieve guest reservations, guest history,
requests and electronic billing is the ________.
36)
Answer:
property management system
Explanation:
37)
The front office, reservations, housekeeping, concierge, guest services, security and
communications make up the ________ of a hotel.
37)
Answer:
rooms division
Explanation:
38)
The directors of human resources, food and beverage, rooms division, security, marketing
and sales, engineering and marketing make up the ________.
38)
Answer:
executive committee
Explanation:
39)
If rooms revenue is $85,000 and the total number of rooms sold is 800 the average daily
rate is ________.
39)
Answer:
$106.25
Explanation:
40)
A hotel with 900 rooms available and 750 occupied has a rooms occupied percentage of
________.
40)
Answer:
83.3%
Explanation:
41)
If room sales are $75,000 in one day for a hotel with 500 rooms available the rev par is
________.
41)
Answer:
$150
Explanation:
42)
In–house communications, guest communications such as pagers, radios, voice mail, faxes
and messages are managed by ________.
42)
Answer:
CBX or PBX
Explanation:
43)
The ________ is described as the hub or nerve center of the hotel.
43)
Answer:
front office
Explanation:
8
44)
The person responsible for the task of balancing the guests accounts receivables is the
________.
44)
Answer:
night auditor
Explanation:
45)
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 ________.
45)
Answer:
$179.36
Explanation:
46)
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 ________.
46)
Answer:
90.7%
Explanation:
47)
A demand forecasting technique used to maximize revenue borrowed from the airline
industry is called ________.
47)
Answer:
revenue management
Explanation:
9
MATCHING. Choose the item in column 2 that best matches each item in column 1.
Match the term with its definition
48)
Concierge
Answer:
C
49)
Director of Food and Beverage
Answer:
D
50)
Banquet event order
Answer:
I
51)
Average daily rate
Answer:
A
52)
Stewarding department
Answer:
B
53)
Housekeeping
Answer:
H
54)
Catering
Answer:
E
55)
Rev par
Answer:
F
56)
Banquets
Answer:
J
57)
Room occupancy percentage
Answer:
G
A)
Room revenue divided by number of
rooms sold
B)
Responsible for cleanliness of the back of
the house, glassware, china, flatware, ware
washing equipment and chemicals
C)
Assist guests with restaurant reservations,
show tickets, and other advice
D)
Responsible for kitchen, catering,
banquets, restaurants, room service,
lounges, bars, minibars and stewarding
E)
A variety of occasions when people may
eat at varying times
F)
Room revenue divided by the number of
rooms available
G)
Rooms occupied divided by rooms
available
H)
Cleanliness and servicing the guest rooms
and public areas
I)
A document to inform the client and hotel
personnel about essential information to
ensure the success of an event
J)
Groups of people who eat together at one
time and in one place
48)
49)
50)
51)
52)
53)
54)
55)
56)
57)
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
58)
Describe the duties of the night auditor.
Answer:
Post charges, pass any discrepancies to shift managers, post room and tax charges to guest folios, run
back up reports, reconcile point of sale and PMS to guest folios, Complete and distribute daily reports,
maintain the integrity of the hotel billing process and systems.
59)
Define and discuss how revenue management improves the profits of the hotel.
Answer:
Answers will vary but should include; it is a demand–forecasting technique used to maximize room
revenue based on the economics of supply and demand. Prices rise when demand is high and fall when
demand is weak.
10
60)
Discuss the Food and Beverage Director’s responsibilities. Include each department he/she supervises and
department functions.
Answer:
Primary areas of responsibility are kitchen, catering, banquets, restaurants, room services, minibars,
lounges, bars, and stewarding
61)
Discuss the responsibilities of the executive housekeeper.
Answer:
1. Leadership of people, equipment, and supplies.
2. Cleanliness of guest rooms and public areas.
3. Operating the department according to financial guidelines prescribed by the general manager.
4. Keeping records
62)
List the duties of the front office manager.
Answer:
Review night audit, previous night occupancy, average rates, compare market mix, check complimentary
rooms, verify group rooms activity, review arrivals and departures, review VIP list and prepare
preregistration, attend rooms divisions and operations meetings, make staffing adjustments as necessary,
meet with guest service associates.
63)
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.
Answer:
a. 637/755 = 84.4%; b. $103,570 / 637 = $162.59; c. $103,570 / 755 = $137.18
64)
Discuss the importance of security and loss prevention and the key elements of a security plan.
Answer:
1. Protecting the personal property of guests, employees and the hotel.
2. Maintain security alarm systems
3. Create a comprehensive security plan which addresses: security officers, equipment, safety procedures
and identification procedures.
65)
List the members of the executive committee of a large hotel and describe the purpose of this committee.
Answer:
The General Manager, Directors of HR, F and B, rooms division, security, marketing and sales,
engineering, and accounting. The purpose of the committee is to compile the hotel’s occupancy forecast
together with all revenues and expenses to make up the budget. They meet regularly to discuss guest and
employee satisfaction, TQM, occupancy forecasts, sales and marketing plans, training, renovations,
ownership relations, energy conservation, recycling, new legislation, security and profitability.
11
Answer Key
Testname: C5
1)
A
2)
B
3)
D
4)
B
5)
A
6)
D
7)
A
8)
B
9)
D
10)
B
11)
C
12)
C
13)
A
14)
B
15)
B
16)
D
17)
D
18)
A
19)
A
20)
C
21)
B
22)
B
23)
C
24)
C
25)
B
26)
B
27)
C
28)
A
29)
D
30)
C
31)
C
32)
A
33)
D
34)
B
35)
D
36)
property management system
37)
rooms division
38)
executive committee
39)
$106.25
40)
83.3%
41)
$150
42)
CBX or PBX
43)
front office
44)
night auditor
45)
$179.36
46)
90.7%
47)
revenue management
48)
C
49)
D
50)
I
Answer Key
Testname: C5
51)
A
52)
B
53)
H
54)
E
55)
F
56)
J
57)
G
58)
Post charges, pass any discrepancies to shift managers, post room and tax charges to guest folios, run back up reports,
reconcile point of sale and PMS to guest folios, Complete and distribute daily reports, maintain the integrity of the
hotel billing process and systems.
59)
Answers will vary but should include; it is a demand–forecasting technique used to maximize room revenue based on
the economics of supply and demand. Prices rise when demand is high and fall when demand is weak.
60)
Primary areas of responsibility are kitchen, catering, banquets, restaurants, room services, minibars, lounges, bars, and
stewarding
61)
1. Leadership of people, equipment, and supplies.
2. Cleanliness of guest rooms and public areas.
3. Operating the department according to financial guidelines prescribed by the general manager.
4. Keeping records
62)
Review night audit, previous night occupancy, average rates, compare market mix, check complimentary rooms, verify
group rooms activity, review arrivals and departures, review VIP list and prepare preregistration, attend rooms
divisions and operations meetings, make staffing adjustments as necessary, meet with guest service associates.
63)
a. 637/755 = 84.4%; b. $103,570 / 637 = $162.59; c. $103,570 / 755 = $137.18
64)
1. Protecting the personal property of guests, employees and the hotel.
2. Maintain security alarm systems
3. Create a comprehensive security plan which addresses: security officers, equipment, safety procedures and
identification procedures.
65)
The General Manager, Directors of HR, F and B, rooms division, security, marketing and sales, engineering, and
accounting. The purpose of the committee is to compile the hotel’s occupancy forecast together with all revenues and
expenses to make up the budget. They meet regularly to discuss guest and employee satisfaction, TQM, occupancy
forecasts, sales and marketing plans, training, renovations, ownership relations, energy conservation, recycling, new
legislation, security and profitability.