Practice tests ch.9-14 HM311

Many hotels keep detailed group account history files in their automated guest history systems. Among other things, such files help the hotel keep track of a group's pick-up rate. What is a pick-up rate? A) The positive difference between the revenue the hotel thought it would earn from the group business and the revenue it actually earned. B) The difference between the number of guestrooms that group members actually book and the number of guestrooms the hotel originally block for the group use. C) The dollar amount the hotel charges a group to compensate itself for blocking guestrooms that the group ultimately couldn't use. D) The positive difference between the expected number of meeting attendees and the actual number of attendees.

b

Carrie, the reservations manager at a downtown convention hotel, always interviews many applicants for an open position. She tends to identify an early favorite, then from that point on compare all the other applicants to that person. Which of the following error or biases is most likely to affect Carrie's selection technique? a) devils horn effect b) similarity error c) contrast error d) halo effect

c

Diane works forty hours per week at the Piedmont Hotel. However, instead of working five eight-hour days, she works four ten-hour days. Diane's schedule is an example of: A) job sharing. B) job expansion. C) a compressed schedule. D) part-time scheduling.

c

Given the following revenue management data, the potential average rate is: Multiple Occupancy %: 50% Rate Spread: $20 Potential Average Single Rate: $97.50 Actual Average Rate: $85.00 Achievement Factor: 79.1% a) $85 b) $95 c) $107.50 d) $117.50

c

Given the formula data, calculate the percentage of understays: Number of room no-shows 30 Number of room walk-ins 60 Number of overstay rooms 40 Number of understay rooms 20 Number of room reservations 300 Number of room arrivals 340 Number of expected check-outs 380 a) 6.67% b) 5.89% c) 5.26% d) cannot be determined form data

c

If a guest refuses to pay a late check-out fee, which of the following is an appropriate action for the front desk agent to take? a) apologize for the inconvenience and summon the front office manager to discuss the matter with the guest. b) explain the rationale behind the fee policy and suggest that security staff will be called if the guest refuses to pay the fee. c) calmly explain the rationale behind the fee policy and summon the front office manager if the guest still refuses to pay. d) firmly explain the rationale behind the fee policy and remind the guest of his or her legal obligation to pay the fee.

c

Mr. Vaughn used the express check-out service during his stay at the Boston Marquee Hotel. When he received his credit card bill, the amount charged to his account was greater than the hotel recorded on his express check-out folio. This was probably due to: a) paid-outs b) double billing c) late charges d) accounting errors

c

Norman, the front office manager of an upscale resort, graduated several years ago with honors from a prominent university. When interviewing job applicants, he is always impressed by students with high grade point averages. Which of the following errors or biases is most likely to affect Norman's selection technique? A) devil's horns effect B) halo effect C) similarity error D) contrast error

c

Oftentimes, the most effective means of reducing or eliminating late charges is: A) requiring guests to provide a valid credit card at check-in. B) requiring guests to use a credit card or cash at the property's revenue outlets. C) an automated system that interfaces with revenue center outlets. D) none of the above.

c

Performing the front office audit requires attention to: a) staffing considerations b) security issues c) guest credit restrictions d) wage rates

c

Recent bookings at the 250-room Carefree Resort have dramatically changed next month's occupancy forecast from a traditionally low 60 percent to a very busy 85 percent. Which of the following recruiting strategies would be LEAST appropriate for the rooms division manager to take to quickly staff up the front desk, uniformed services, and housekeeping departments? a) temporary employment agencies b) leased employees c) posting job openings d) employee referrals

c

The Bocker Hotel has three types of single rooms. There are 80 type A rooms with a rack rate of $75; 90 type B rooms with a rack rate of $80; and 100 type C rooms with a rack rate of $90. What is the potential average single rate for the hotel? a) $79.80 b) $81.50 c) $82.22 d) $83.90

c

The Roadside Motel is located in a warm-weather destination area that is popular with leisure travelers. Which of the following special room rates would the motel likely offer? A) a rack rate B) a group rate C) a family rate D) a corporate rate

c

The point-of-sale system at the hotel's restaurant crashed during the night audit. The next morning, the front office manager and the restaurant manager implemented a manual back-up system of paper vouchers to minimize: a) walk-outs b) walk-ins c) late charges d) due backs

c

Unpaid guest account balances result from: A) due outs B) sleepers. C) skippers. D) stayovers.

c

What is group attrition? a) the effects felt when group attendees leave a meeting and check out early b) the case in which the number of attendees at an annual meeting decreases every year c) the problem resulting when a group fails to book its committed number of room nights d) the revenues lost when fewer groups book meetings and conventions at the hotel

c

When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine: A) whether the group will return to the hotel for a meeting next year. B) how many people will attend the meeting. C) the potential revenue each hotel department will earn. D) how many people will occupy each guestroom.

c

Which of the following best defines a room status discrepancy? A) a room occupied by three people but registered to only one guest B) a room sold as a king suite but that actually has two double beds C) a room identified by housekeeping as vacant but classified as occupied by the front desk D) a room rarely occupied because of guest complaints about the noise coming from the nearby ice machine and vending area

c

Which of the following is an online internal accounting file that supports account postings originating from an operating department? a) update file b) master folio c) control folio d) variance folio

c

Which of the following is the correct sequence of the four-step training method? A) practice, prepare, present, follow up B) prepare, practice, present, follow up C) prepare, present, practice, follow up D) prepare, follow up, present, practice

c

Which of the following revenue management methods balances the risks of overbooking against the potential loss of revenue from reservation cancellations, early departures, and no-shows? a) discount allocation b) reverse yield c) capacity management d) duration control

c

Which of the following revenue management methods might reject a reservation request for a one-night stay, even though rooms are available for that particular night? a) capacity management b) discount allocation c) duration control d) reverse yield

c

A room's status changes from occupied to on change at the time of: a) registration. b) occupancy. c) arrival. d) check-out and settlement.

d

At registration, Mr. Virgo used his credit card to establish credit with the hotel. At check-out, Mr. Virgo can settle his account by: a) credit card b) cash c) approved direct billing d) all of the above

d

Centralized front office audits usually work best in ______ hotels. a) resort b) all-suite c) full-suite d) limited-service

d

Many hotels keep detailed group account history files in their automated guest history systems. Among other things, such files help the hotel keep track of a group's pick-up rate. What is a pick-up rate? A) The dollar amount the hotel charges a group to compensate itself for blocking guestrooms that the group ultimately couldn't use. B) The positive difference between the expected number of meeting attendees and the actual number of attendees. C) The positive difference between the revenue the hotel thought it would earn from the group business and the revenue it actually earned. D) The difference between the number of guestrooms that group members actually book and the number of guestrooms the hotel originally block for the group use.

d

The Roadside Inn is an 80-room motel with only one or two front desk agents on duty at any time. To ensure that no single employee is wholly responsible for accounting for all phases of a transaction, room and room tax charges should be posted by the: a) general manager b) day shift desk agent c) accounts receivable clerk d front office manager

d

The Snow Ski Resort offers a special rate that includes the room charge, breakfast and dinner, and all-day lift tickets. This is an example of a ______ rate. a) corporate b) group c) rack d) package plan

d

The first step in a typical front office routine is to: a) verify all room rates b) post room and tax charges c) balance all departments d) complete outstanding postings

d

The front office manager and the human resources manager of the Metro Convention Hotel plan to meet and develop selection criteria that will help the hotel hire the best job applicants for open front office positions. Their work will affect which of the following management functions the most? a) evaluating b) leading c) controlling d) staffing

d

When attempting to maximize revenue and determining whether to accept additional group business, managers should consider the: a) group booking pace b) booking lead time c) wash factor d) displacement of transient business

d

Which of the following focuses on an employee's job performance and outlines steps the employee can take to improve job skills and performance? a) job analysis b) referral program c) incentive program d) performance appraisal

d

Which of the following is a common use of a guest history file? A) account aging B) validating points for frequent traveler clubs C) tracking delinquent accounts D) compiling a mailing list

d

Which of the following is a common use of a guest history file? A) tracking delinquent accounts B) validating points for frequent traveler clubs C) account aging D) compiling a mailing list

d

Which of the following is a front office procedure that occurs during the departure stage of the guest cycle? a) checking for mail and messages b) updating the account aging schedule c) posting outstanding charges d) a and c

d

Which of the following is a function of the front office audit? a) ensuring the separation of front office job functions b) balancing all front office accounts c) resolving room status discrepancies d) b and c

d

Which of the following is a supporting document verifying a hotel/guest transaction? a) the cash register tape from a hotel's coffee shop b) guest checks from a hotel's dining room c) a transcript of maintenance repairs d) a and b

d

Which of the following should be included on an express check-out form? A) space for the guest to provide a forwarding address B) a statement and explanation of late check-out policies, including a schedule of late check-out fees C) a questionnaire asking guests to evaluate the service they experienced during their stay D) a statement that the amount applied to the guest's credit card account may be more than the amount shown on the guest's copy of the express check-out folio

d

Which of the following statistics is most helpful to managers when estimating expenses for front office operations? a) average daily rate b) average cost per guest c) average rate per guest d) cost per occupied room

d

Which of the following types of interview questions encourages job applicants to elaborate on an issue and promotes a comprehensive response? A) closed-ended questions B) stress questions C) eclectic questions D) open-ended questions

d

Which of the following types of interview questions is most likely to lead job applicants to respond with answers they feel the interviewer wants to hear? a) open-ended questions b) eclectic questions c) stress questions d) closed-ended questions

d

d

Which of the following is a transient business tactic used during high-demand periods? A) Choose a fixed time to close off higher rate categories to particular market segments. B) Permit sales agents to offer lower rates as the date in question approaches. C) Upgrade guests to nicer accommodations than they normally would have at a particular D) Establish a minimum number of nights per stay.

All the accounts listed on a high balance report are: a) guest and non-guest accounts that have reached or exceeded assigned credit limits b) non-guest accounts c ) guest accounts that are due to check out the next day d) guest accounts that have reached or exceeded assigned credit limits

a

An advantage of using current employees as referral sources for job applicants is: A) realistic job expectations of the referrals. B) protection from charges of discrimination against protected groups. C) exemption from liability. D) reduced orientation time.

a

An effective way to help employees practice a task during a training session is to: a) have them demonstrate the task b) administer a test to identify what they need to review c) provide them with a copy of the appropriate job breakdown d) have them watch you demonstrate the task

a

David works as a bellperson and as a front desk agent at the 400-room Horizon Hotel. Working two different positions helps him maintain full-time employment status at the hotel and brings variety to his work. The front office benefits from David's skills because the manager can schedule him to work while staffing around other employees' vacations and absences. Which of the following BEST describes the internal recruiting strategy that the front office manager used with David? a) cross-training b) succession planning c) pay for performance d) job sharing

a

During orientation, new hotel front office employees should be given a tour of: A) the entire hotel B) their immediate work area(s) only. C) everything but the hotel's guestrooms. D) the local area surrounding the hotel.

a

Establishing an accounts receivable billing policy and procedure includes determining the: a) number of days between billings b) amount of anticipated room sales c) estimated occupancy for the next 30 days d) nature of pre-settlement verification activities

a

In most instances, the information needed for a guest history record can be gathered from: a) the guest's registration card and folio b) a questionnaire sent to past guests c) the front desk agents observations at check-out d) the front office log book and relevant group résumés

a

The potential average single rate would equal the rack rate of single rooms if the hotel: a) did not vary its single rate by room type b) sold only single rooms c) had 100 percent occupancy d) used a weighted average to calculate the potential average rate

a

To maximize late check-outs, a hotel should: a) post check-out time and notices in conspicuous places b) offer express checkout c) both of the above d) none of the above

a

Which of the following is typically considered the most important outcome of the front office audit? a) the daily operations reports b) department detail and summary reports c) reconciliation of room status discrepancies d) verification and posting of room rates

a

Which of the following statements about hotels and disaster planning is TRUE? A) Disaster planning is a responsibility that hotel managers often overlook. B) Every disaster can be anticipated and planned for. C) Disaster planning should not address hotel automation failures. D) If a hotel does not have a security department, it does not need to plan for disasters.

a

An account that is older than thirty days is generally considered to be: A) delinquent. B) overdue. C) current. D) uncollectible.

b

In revenue management, the yield statistic is equal to: a) potential rooms revenue divided by actual room revenue b) the occupancy percentage times the achievement factor c) the average daily rate times the rate spread d) the occupancy percentage times the average daily rate

b

During the front office audit process, when should room rates be verified? A) first B) before room status discrepancies have been reconciled C) before departmental accounts have been balanced D) immediately after room rates and taxes have been posted

c

Given the following revenue management data, calculate RevPAG: - Actual room revenue: $25K - Number of available rooms: 350 - occupancy percentage: 75% - average daily rate: $90 - Number of guests: 250 a) $71.42 b) $90.00 c) $100.00 d) $262.50

c

Which of the following is involved in the market condition approach to pricing rooms? A) operating costs B) construction costs C) competitor room rates D) desired profits

c

In revenue management, GOPPAR is calculated by dividing the number of available rooms into: A) gross operating profit. B) total property revenue. C) departmental revenues. D) total property expenses

a

The percentage of overstays is equal to: a) the number of overstay rooms divided by the number of expected room check-outs b) the number of overstay rooms divided by the number of actual room check-outs c) the number of stayover rooms divided by the number of expected room arrivals d) the number of overstay rooms divided by the number of reservations

a

What do hotel managers do to minimize group attrition problems? A) make sure that in-house groups pay the lowest published room rates B) not allow people to attend meetings on hotel premises unless they stay at the hotel C) charge much-higher event registration fees to those who book guestrooms elsewhere D) deny loyalty-program membership to meeting attendees who stay elsewhere

a

What is the first step in the Hubbart Formula approach to pricing rooms? a) calculate the hotels desired profit b) estimate non-room operated department income or loss c) determine rooms department revenue d) calculate pretax profits

a

When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine: A) the potential revenue each hotel department will earn. B) how many people will occupy each guestroom. C) how many people will attend the meeting. D) whether the group will return to the hotel for a meeting next year.

a

When would a hotel offer to sell a guest room at a distressed-inventory rate? A) when it expects very low occupancy B) when it expects normal occupancy C) when it expects high occupancy D) when the hotel wants to attract families

a

Which of the following focuses training techniques on the actual on-the-job application of what is learned in training sessions? a) coaching b) cross-training c) job analysis d) job expansion

a

Which of the following is the most important short-term planning activity performed by front office managers? a) forecasting the number of rooms available for sale b) setting up staffing schedules c) estimating expenses d) dividing work among staff

a

Which of the following revenue management methods restricts the time period and the mix of rooms available at reduced prices? A) discount allocation B) capacity management C) reverse yield D) duration control

a

Which of the following statements about payment card industry (PCI) standards and compliance issues is TRUE? A) To be certified as PCI compliant, businesses must pass a security review and be periodically recertified. B) The hotel industry does not have to comply with PCI data security standards (DSS). C) Almost 90 percent of all data-handling compromises occur at large businesses—that is, businesses that process more than fifty million payment card transactions per year. D) Less than 5 percent of all payment card fraud committed within the United States occurs in hospitality businesses.

a

Which of the following types of interview questions encourages job applicants to elaborate on an issue and promotes a comprehensive response? A) open-ended questions B) stress questions C) closed-ended questions D) eclectic questions

a

A hotel with a large corporate meetings market will most likely have a: a) lower than average occupancy rate. b) low no-show percentage. c) low average daily rate. d) all of the above.

b

Adding charges and a note "signature on file" to a guest's previously settled credit card account is: a) illegal b) a common practice for collecting late charges c) a typical way to handle skippers d) the usual way hotels settle disputed guest bills

b

In revenue management, GOPPAR is calculated by dividing the number of available rooms into: A) total property expenses. B) gross operating profit. C) departmental revenues. D) total property revenue.

b

Independent documentation by different hotel departments that verifies transactions posted to guest accounts enables the front office auditor to: a) monitor high balance accounts b) reconcile front office accounts with revenue center and departmental records c) resolve room status discrepancies d) ensure proper room and tax postings

b

Lois, the newly hired front office manager at the 450-room Traverse Hotel, inherited a department without a formal training program. Most of the current staff learned their jobs by following an experienced employee for two days and then doing the best they could on their own. This led to inconsistent performance and low guest satisfaction ratings. Lois's first step toward creating a systematic training program would be to: a) evaluate the current staff and terminate underperforming employees b) conduct a job analysis for each front office position c) identify the top performers in the department and coach them as department trainers d) ask open-ended questions of all the employees to determine the state of their morale

b

The Nova Hotel has three types of single rooms. There are 100 types of A rooms with a rack rate of $80; 150 types of B rooms with a rack rate of $90; and 150 type C rooms with a rack rate of $100. What is the potential average single rate for the hotel? A) $89.95 B) $91.25 C) $93.75 D) $95.00

b

Which of the following is a special room rate offered to guests in affiliated organizations such as travel agencies and airlines because of potential referral business? a) commercial rate b) incentive rate c) promotional rate d) complimentary rate

b

Which of the following is an important factor to consider when setting room prices? A) usable denied revenue B) room types C) number of rooms D) revenue per available room

b

Which of the following is the correct sequence of the four-step training method? A) prepare, follow up, present, practice B) prepare, present, practice, follow up C) practice, prepare, present, follow up D) prepare, practice, present, follow up

b

Which of the following may be used during the front office audit to track transactional activity for a particular day? A) the room rack B) daily transcript C) master folios D) the bucket check

b

Which of the following measures the success of the front office in selling guestrooms? A) occupancy forecasts B) occupancy ratios C) operations budgets D) the rule-of-thumb formulas

b

Which of the following revenue management computations indicates sales mix? A) potential average double rate B) multiple occupancy percentage C) potential average single rate D) room rate achievement factor

b

Which of the following statements about recruiting is TRUE? A) Jobs should be opened to outside applicants before they are opened to current staff members. B) The front office manager should personally interview the top candidates considered for open front office department positions. C) Employees have more incentive to excel when all are given the same wage regardless of performance. D) Cross-training is an effective external recruiting method.

b

a rooms status is changed from occupied to on-change at the time of: a) registration b) check out and settlement c) arrival d) occupancy

b

express check-out should NOT be offered to guests who: A) are from a foreign country. B) paid in advance using cash. C) both of the above. D) none of the above.

b

At the Michel's Hotel, construction and furnishing costs per room average $95,000. Using the rule-of-thumb approach to pricing, the minimum average room rate would be _______. A) $75 B) $85 C) $95 D) $105

c

Departmental income statements are called: a) line items b) revenue summaries c) schedules d) consolidations

c

Opaque Internet websites usually offer hotel rooms for which of the following room rates? a) promotional rate b) group rate c) distressed-inventory rate d) package plan rate

c

The achievement factor is a revenue management tool that managers use to find out: A) how their hotel's rate spread fluctuated over a specific time period. B) how many rooms to sell in order to achieve the potential average rate. C) how much their hotel's actual room rates varied from rack rates. D) whether they should close discount room rates.

c

A supplemental transcript is used to record the day's transactional activity for: A) guest accounts. B) the front office. C) each revenue center. D) non-guest accounts.

d

Assume that a hotel calculates its potential average rate on the basis of its sales mix of single and double rooms. To calculate the hotel's potential average rate, it is necessary to know the: A) potential average single and double rates and booking pace. B) potential average single rate, occupancy percentage, and contribution margin. C) multiple and equivalent occupancy percentages. D) potential average single rate, multiple occupancy percentage, and rate spread.

d

Diane works 40-hours per week at the Piedmont Hotel. However, instead of working five 8-hour days, she works four 10-hour days. Diane's schedule is an example of: A) part-time scheduling. B) job expansion. C) job sharing. D) a compressed schedule.

d

In posting no-show charges, the night auditor must be careful to verify: a) that the reservation was guaranteed. b) that the guest never registered with the hotel. c) that there is no duplicate reservation. d) all of the above.

d

In revenue management, RevPAR is calculated by multiplying the occupancy percentage by: A) the contribution margin. B) the achievement factor. C) the yield statistic. D) the average daily rate.

d

The Roadside Motel is located in a warm-weather destination area that is popular with leisure travelers. Which of the following special room rates would the motel most likely offer? A) a group rate B) a rack rate C) a corporate rate D) a family rate

d

What is the hurdle rate? a) the number of rooms that are set aside to fulfill minimum length-of-stay requirements on a given date b) the highest rate at which a room can be sold on a given date, based on revenue management projections c) the number of rooms that are set aside as "closed to arrival" on a given date d) the lowest rate at which a room can be sold on a given date, based on anticipated demand

d

Which of the following are functions of the front office audit? A) verifying posted entries to guest and non-guest accounts B) balancing all front office accounts C) establishing guest payment methods D) both A and B

d

Which of the following is part of the job analysis process? A) implementing a cross-training program B) identifying job knowledge for a position C) creating a task list for a position D) both B and C

d

Which of the following may be used during the front office audit to track transactional activity for a particular day? A) the bucket check B) the room rack C) master folios D) daily transcript

d

Which of the following measure the success of the front office in selling guestrooms? A) operations budgets B) the rule-of-thumb formulas C) occupancy forecasts D) occupancy ratios

d

Which of the following revenue management computations indicates sales mix? A) potential average single rate B) potential average double rate C) room rate achievement factor D) multiple occupancy percentage

d

Front office expenses vary in direct proportion to: A) rooms revenue. B) profitability per room sold. C) average daily rate. D) all of the above.

a

Which of the following training tools includes a step-by-step explanation of how to perform a task, as well as a list of needed equipment and supplies? A) job breakdown B) job description C) job knowledge list D) task list

a

Which of the following selection errors or biases occurs when a single negative trait of a job applicant leads an interviewer to evaluate everything the applicant says in an unfavorable light? A) halo effect B) similarity error C) contrast error D) devil's horns effect

d

Which of the following settlement options will work with express check-out and self check-out? a) cash payment b) credit card payment c) direct billing d) b and c

d

Which of the following occurs when a hotel accepts group business at the expense of turning away transient guests? A) overbooking B) rate discounting C) displacement D) sellouts

c

Which management function involves overseeing, motivating, training, and disciplining people who work in the department? A) controlling B) coordinating C) leading D) staffing

c

Express check-out should NOT be offered to guest who: A) are from a foreign country. B) paid in advance using cash. C) both of the above. D) none of the above

b

Given the following data, forecast annual room revenue: Total rooms 50,500 Rooms available to sell 80,000 Occupancy % 80% Reservations 65,000 Average daily rate $80 a) $5,152,000 b) $5,120,000 c) $4,160,000 d) cannot be determined form data

b

Given the following revenue management data, the room rate achievement factor is _____ percent. Occupancy % 72% Actual Average Rate $95 Potential Average Rate $125 Rate Spread $15 a) 75 b) 76 c) 86 d) 90

b

Which of the following data should be collected when constructing an occupancy forecast? A) cost per occupied room B) historical trends for cancellations C) projected operating expenses D) average length of stay for guests

b

Rate wars among the economy, rooms-only properties in a warm-weather destination area have resulted in paper-thin profit margins for most of the competing properties. This situation can result from a ______ approach to pricing. a) market condition b) rule-of-thumb c) Hubbart formula d) cost marl-up

a

System updates are performed: a) daily. b) weekly. c) monthly. d) yearly.

a

The DeLong Hotel has three different rate categories of rooms. Forecasts show midweek low-demand dates for the higher-priced executive floor rooms. Using principles of capacity management, the reservations manager should: a) overbook rooms in lower-priced categories and, if necessary, upgrade arriving guests to higher-priced rooms b) raise the rates for the executive floor rooms c) offer the executive floor rooms as part of a midweek escape package to local couples with children d) a and c

a

Which of the following statistics helps the front office manager decide whether to sell rooms to walk-in guests on nights when the hotel nears full occupancy? a) percentage of walk-ins b) percentage of no-shows c) multiple occupancy percentage d) average daily rate

b

A sell-through room availability strategy is especially effective when: A) a peak in occupancy on one day may otherwise adversely affect reservations on either side of the peak day. B) the hotel is not expected to achieve its optimum sales mix. C) the number of check-ins on a particular day is expected to strain front office resources. D) the hotel is expected to be near full occupancy for several consecutive days.

a

All of the following settlement methods transfer a guest's account balance from the guest ledger to the city ledger expect: a) cash payment in full b) credit card payment c) direct billing d) combined settlement methods

a

Which of the following data would be most helpful for forecasting demand? A) day-of-week patterns B) room rate variances C) equivalent occupancy percentages D) market share projections

a

Which of the following is part of the job analysis process? A) identifying job knowledge for a position B) implementing a cross-training program C) creating a task list for a position D) all of the above

b

a

A sell-through room availability strategy is especially effective when: A) a peak in occupancy on one day may otherwise adversely affect reservations on either side of the peak day. B) the number of check-ins on a particular day is expected to strain front office resources. C) the hotel is not expected to achieve its optimum sales mix. D) the hotel is expected to be near full occupancy for several consecutive days.

Mary's current position at the 500-room Sun Resort Hotel is second-shift front office supervisor. She directs the work of the entire front office staff during the 3 PM to 11 PM shift. Several years ago, Mary returned to the workforce after 20 years of raising a family. She was hired at the hotel as a reservations agent. The front office manager quickly recognized Mary's solid work habits and her ability to work well with the staff. After Mary's first year of employment, the manager provided the kind of coaching and professional development opportunities that eventually qualified Mary for her current position. Which of the following BEST describes the internal recruiting strategy that the front office manager used to help advance Mary's career and fill a key position in the department? a) cross-training b) succession planning c) pay for performance d) job sharing

b

Preparing a daily summary of the cash, check and credit card activities that occurred at the front desk is the role of the: a) front office manager b) front office auditor c) controller d) front desk supervisor

b

The Business Traveler Hotel chain uses its flagship property as a center for developing front office managers who are eventually placed at various properties throughout the chain. Which of the following best characterizes the recruitment practices of this company? A) high external recruitment B) high internal recruitment C) low internal recruitment D) high outsourcing

b

The Royal Flint Hotel has 380 rooms. At 70 percent occupancy, 120 of the 266 rooms sold are normally occupied by more than one person. The multiple occupancy percentage would be ______ percent. a) 31.6 b) 45.1 c) 64.3 d) 70.0

b

To minimize late check-outs, a hotel should: A) offer express check-out. B) post check-out time notices in conspicuous places. C) both of the above. D) none of the above.

b

To reduce the occurrence of late charges, front desk staff should: A) check guest history records before checking guests out. B) post transaction vouchers as soon as they arrive at the front desk. C) verify the guest's billing address at check-out. D) monitor closely any self check-out terminals in the lobby.

b

Unpaid guest account balances result from: A) sleepers. B) skippers. C) due outs. D) stayovers.

b

When Ricardo, the front office manager of a 250-room hotel, sat down to interview Robin for an open front desk position, he immediately found out they graduated from the same high school. Throughout the rest of the interview, Ricardo evaluated Robin's responses in a favorable light. Which of the following selection errors or biases affected Ricardo's interview with Robin? a) devils horn effect b) similarity error c) contrast error d) halo effect

b

When a guest checks out and settles his or her account, the room's status changes from occupied to: a) stayover b) on-change c) due out d) ready for sale

b

Which of the following should be included on an express check-out form? A) a questionnaire asking guests to evaluate the service they experienced during their stay B) a statement that the amount applied to the guest's credit card account may be more than the amount shown on the guest's copy of the express check-out folio C) space for the guest to provide a forwarding address D) a statement and explanation of late check-out policies, including a schedule of late check-out fees

b

A hotel with a large corporate meetings market will most likely have a: a) lower than average occupancy rate. b) low average daily rate. c) low no-show percentage. d) all of the above

c

A summary of the hotel's financial activity during a 24-hour period is called the: A) house count. B) rooms division budget report. C) daily operations report. D) rooms division income statement.

c

At the Michael's Hotel, construction and furnishings costs per room average $95,000. Using the rule-of-thumb approach to pricing, the minimum average room rate would be ______. a) $75 b) $85 c) $95 d) $105

c