Chapter 3 Quiz

An environment that can deliver a complete booking system tied to the hotel's inventory in real time via the Web is called a(n) A. Application Service Provider B. Web Reservation Systems C. Point of Sale System D. Real Time Application System

A. Application service provider

The individual responsible for the task of balancing the guests accounts receivables is the A. Night auditor B. Front desk manager C. Guest services agent D. Front office manager

A. Night Auditor

Property management systems are designed to assist front office employees in performing functions related to what tasks? A. Reservations, rooms and guest account management B. Catering and Banquet reservations C. Restaurant reservations D. Guest's meeting schedules

A. Reservations, rooms, and guest account management

Average daily room rate is A. Room revenue divided by number of rooms sold B. Total rooms occupied divided by total available rooms C. Total rooms available divided by number of rooms sold D. Room cost divided by room sales

A. Room revenue divided by number of rooms sold

The front office, housekeeping, security and communications all fall under what department? A. Rooms division B. Night auditor C. Concierge D. Comptroller division

A. Rooms division

The Public Branch Exchange (PBX) represents what? A. The telephone system B. The computer system C. The maintenance department D. The electrical system

A. The telephone system

The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is: A. 73% B. 64% C. 32% D. 60%

B. 64%

Global distribution systems were first used by the A. Hotel industry B. Airline industry C. Restaurant industry D. Rail industry

B. Airline industry

Which of the following is NOT a feature of an energy management system? A. Room occupancy status reporting B. Automatic wake-up call functions C. Minibar access reporting D. Smoke detector alarm reporting

B. Automatic wake-up call functions

Which system can track guest room phone charges? A. Telephone Charge System B. Call Accounting Systems C. Room Charges Reporting D. Guest Calls Reporting

B. Call accounting systems

The purpose of revenue management is to A. Sell more rooms at discounted rates B. Increase profitability C. Monitor hotel restaurant and room service profitability D. Assist housekeeping in scheduling

B. Increase profitability

The executive committee of a hotel is A. The general manager and director of sales B. Made up of key associates who head major departments C. The general manager and executive housekeeper D. The top three executives in the hotel

B. Made up of key associates who head major departments

The daily report performed by the night auditor contains key operating ratios used by management including A. Total number of rooms in the hotel B. Room occupancy percentage C. Business center revenue D. Front office schedule

B. Room occupancy percentage

When selling rooms a front desk associate might try to upsell. This means A. Selling the room at the rack rate B. Suggestively selling the features of a larger room, a higher floor or perhaps a better view C. Providing a discount rate D. Honoring a guests discount coupon

B. Suggestively selling the features of a larger room. higher floor or perhaps a better view

Room occupancy percentage or ROP is A. Room revenue divided by number of rooms sold B. Total rooms occupied divided by total available rooms C. Total rooms available divided by number of rooms sold D. Room cost divided by room sales

B. Total rooms occupied divided by total available rooms

If room revenue is $75,884 and the total number of rooms sold is 662 then average daily rate is A. $125.12 B. $136.53 C. $114.63 D. $118.78

C. $114.63

In house and guest communications in a hotel are managed by A. Point of sales systems B. The property management system C. CBX or PBX D. The F.O.M.

C. CBX or PBX

The more common name for a guests account is A. A file B. Rewards account C. Folio D. His/her credit card

C. Folio

Guest folios are typically managed by A. Housekeeping B. The general manager C. Hotel property management system D. Concierge

C. Hotel property management system

Which of the following departments is the largest in a hotel in terms of people? A. Reservations B. Guest services C. Housekeeping D. Security

C. Housekeeping

Which of the following would NOT be considered a hotel department? A. Rooms division B. Front office C. Property management system D. food and beverage

C. Property management system

The main advantage of using an electronic door locking system is A. Ease of employee use B. More cost efficient C. Record of who enters the room and when D. Easy to replace

C. Record of who enters the room and when

Keying locks, guest and employee identification and ADA compliance falls under A. Housekeeping B. Front desk C. Security and loss prevention D. Engineering

C. Security and loss prevention

The ultimate responsibility and authority of running a hotel rests with A. The executive committee B. The regional vice president C. The general manager D. The front office manager

C. The general manager

The Hotel California has 642 rooms and the room revenue is $84,593. The REV PAR is: A. $130.94 B. $83.91 C. $215.45 D. $131.76

D. $131.76

If the total rooms occupied are 622 and the total rooms available are 850 then the room occupancy percentage is A. 85.6% B. 60.5% C. 70.4% D. 73.2%

D. 73.2%

Special hotel accounts for a company that has established credit with a hotel are called A. City folios B. Block rates C. City rates D. City ledger

D. City ledger

Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the A. Front office manager B. Food and Beverage Manager C. Engineering manager D. Executive housekeeper

D. Executive housekeeper

The area of a hotel most often described as the nerve center or hub of a hotel is the A. Night auditor B. Banquets C. Housekeeping D. Front office

D. Front office

The basic functions of the front office include all of the following EXCEPT: A. Reviewing previous nights ADR and occupancy B. Reviewing arrivals and departures C. Staffing and scheduling D. Maintaining sales records

D. Maintaining sales records

A CRS can provide ________ information for a hotel. A. Revenue B. Forecasting C. Budgeting D. Revenue management

D. Revenue management

A demand-forecasting technique used to maximize room revenue is known as A. Property management system B. Upselling C. Return on investment D. Revenue management

D. Revenue management

Total rooms available divided by the number of rooms occupied is known as A. Rack rate B. Average daily rate C. RevPAR D. Room occupancy percentage

D. Room occupancy percentage

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. The bell captain B. Front desk associate C. Rooms manager D. The concierge

D. The concierge

Rack rate is A. The price a room is sold for B. Discounted room rates C. Revenue management D. The highest published rate

D. The highest published rate