HOST 156 FINAL FINAL FINAL !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Both A and B credit card payment; direct billing
Check-out procedures require guests to sign a voucher or folio for which of the following settlement methods?
City
Credit card payment accounts, direct billing accounts, and accounts of past guests that are due for collection are contained in the _______ ledger.
A peak in occupancy on one day may otherwise adversely affect reservations on either side of the peak day
A sell-through room availability strategy is especially effective when:
Non-guest accounts
A supplemental transcript is used to record the day's transactional activity for:
72%
Given the following revenue management data, calculate the room rate achievement factor: Occupancy Percentage 74% Actual Average Rate $90 Potential Average Rate $125 Rate Spread $12
Point-of-sale system workstations
In most hotels, the use of vouchers has been significantly reduced by the use of
The guest's registration card and folio
In most instances, the information needed for a guest history record can be gathered from:
Gross operating profit
In revenue management, GOPPAR is calculated by dividing number of available rooms into
The number of guests
In revenue management, RevPAG is calculated by dividing total revenue by:
Front office auditor
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:
Package plan
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.
Staffing
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?
Consistency of service
The key to delivering quality service is the hotel's...
Post transaction vouchers as soon as they arrive at desk
To reduce the occurrence of late charges, front desk staff should:
Incentive rate
Which of the following is a special room rate offered to guest in affiliated organizations such as travel agencies and airlines because of potential referral business?
A and B the cash register tape from a hotel's coffee shop; guest checks from a hotel's dining room
Which of the following is a supporting document verifying a hotel/guest transaction?
Prepare, present, practice, follow-up
Which of the following is the correct sequence of the four-step training method?
Discount allocation
Which of the following revenue management methods restricts the time period and the mix of rooms available at reduced prices?
B and C credit card payment direct billing
Which of the following settlement options will work with express check-out and self check-out?
FOM should personally interview top candidates for positions
Which of the following statements about recruiting is TRUE? (FOM: Front Office Manager)
Job breakdown
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 paid-in-advance guest
Which of the following types of guests would be LEAST likely to have a high-balance account?
Politely request an alternate form of payment
A guest presents an invalid payment card as method of payment, the front desk employee should
Ability of employees to respond to special requests
A guest's overall satisfaction with your hotel often times hinges on?
Low no-show percentage
A hotel with a large corporate meetings market will most likely have a:
A charge is posted after the guest departs
A late charge occurs when?
Daily operations report
A summary of the hotel's financial activity during a 24-hour period is called the:
Which of the following statement about digital keyless entry technology is TRUE? 1. Guestroom access code communicated and stored in smartphone 2. Guests can bypass the front desk and go directly to room 3. Uses 128-bit encryption for guest room access code
All of the above
Overdue
An account that is older than 30 days is generally considered to be?
Delinquent
An account that is older than 90 days is generally considered to be ___________.
$95
At the Kapiolani 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 __________.
Charge voucher
Charge purchase transactions are generally documented by a(n):
Increases; left
Charges ____ an account balance and are entered on the ____ side of a T account
A compressed schedule
Diane works 40 hours per week at the Ohana Hotel. However, instead of working five 8-hour days, she works four 10-hour days. Diane's schedule is an example of:
Have reached or exceeded assigned credit limits
High balance reports list accounts that:
Quoting room rates for groups
Hotel sales department staff check with the revenue manager before
The average daily rate
In revenue management, RevPAR is calculated by multiplying the occupancy percentage by:
House limits
Internal guest credit restrictions established by the front office are called:
No-post
PIA (Paid-In-Advance) accounts are typically set to a _____ status
Front Office Accounting Formula
Previous Balance + Debits - Credits = Net Outstanding Balance
Job specifications
Qualifications for a position such as education, work, experience, general knowledge are called:
Occupancy report
Report lists rooms occupied for the night and indicates expected check-outs for the next day. A report that indicates which rooms are occupied and which guests are expected to check out. To avoid room status discrepancies, the housekeeping status report should be compared with the:
Revenue forecast report
Reservation report projects future revenue by multiplying predicted occupancy by current rates
Be assigned whatever room is available at check-in
Reservations through e-commerce websites are often sold as run of house which means guest will
Capacity management
Revenue Mgt - Balances risk of overbooking against loss revenue from cancellations, no shows
Messaging
Snapchat and YouTube are considered __ social media platforms
The accounts receivable department
Sometimes the front office must send a statement to a no-show guest billing the guest for the amount of the guarantee. What department is responsible for collection once the billing is sent?
Account balance
The difference between total payments and total charges to an account is called the:
Complete outstanding postings.
The first step in a typical front office audit routine is to:
Log book
The front desk hand written chronicle of events, guest complaints and request is called
American Plan
The room rate includes 3 meals: breakfast, lunch, & dinner, all provided by the hotel
Rack Rate
The standard rate for a particular room is typically called the
Skippers
Unpaid guest account balances result from
High internal recruitment
Use of flagship property for developing managers who are placed at various properties...
Opaque
Website marketing by price and/or rating category - not by name, brand or property specifics?
The lowest rate at which a room can be sold on a given date, based on anticipated demand
What is the hurdle rate?
Due back
When a cashier pays out more than he or she receives, the result is a:
Due back
When a cashier pays out more than he or she receives, the result is:
Registration and rooming functions
Which front office activity is in the arrival stage of the guest cycle?
Front Office Department
Which of the following areas of a hotel is a revenue center?
Establish a minimum number of nights per stay.
Which of the following is a transient business tactic used during high-demand periods?
Updating room status information
Which of the following is an important function of the check-out and settlement process?
Competitor room rates
Which of the following is involved in the market condition approach to pricing rooms?
Forecasting the number of rooms available for sale
Which of the following is most important short-term planning activity for FOMs?
Creating a task list for a position
Which of the following is part of the job analysis process
Both B and C Identifying job knowledge for a position; Creating a task list for a position
Which of the following is part of the job analysis process?
Displacement
Which of the following occurs when a hotel accepts group business at the expense of turning away transient guests?
Cut-off date for room availability
Which of the following should be specified in a contract for group business?
Lifestyle Hotels
Which type of hotel appeals to specific travelers & offers amenities designed for those guests?
World-class service hotels
Which type of hotel is MOST likely to employ a multilingual concierge?
Resort Hotel
Which type of hotel is most likely to require payment in full prior to guest's arrival date?
Rooms revenue
Front office expenses vary in direct proportion to:
Which of the following statement about the Internet of Things (loT) is TRUE? 1. loT location services help guests find their way in the hotel 2. Hotels with loT Tech - coffee pots alert staff when empty 3. loT is not futuristic technology; it is being implemented now
All of the above
Which of the following statements about mobile payments is True? 1. Mobile payments are secure through "tokenization" 2. Smartphones with e-wallet technology use NFC Chip 3. Payment card data is not saved on the point of sale system
All of the above
Setting target average room rates
For which of the following is the Hubbart Formula most useful?
Travel management companies
Large travel agencies with significant room rate negotiating power are called:
Leading
Management function that involves overseeing, motivating, training, disciliping:
Extensive
On a hotel organization chart, dotted lines indicate relationships that involve communication and cooperation
Distressed-inventory rate
Opaque Internet Websites usually offer hotel rooms for which of the following room rates?
No-post
PIA (paid-in-advance) accounts are typically set to a ___________ status.
Uniformed Services
Peter is a Concierge and arranges restaurant reservations and activities. His department is?
Daily
System updates are performed:
Be less extensive
Telephone calls connected over the Internet instead of common carrier networks tend to:
Job sharing
Two or more part-time employees fulfill responsibilities of one full-time position
The problem resulting when a group fails to book its committed number of room nights
What is group attrition?
On-change
When a guest checks out and settles his or her account, the room's status changes from occupied to:
The potential revenue each hotel department will earn.
When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine:
Empower employees to use judgement to accommodate request
When fulfilling special requests that may be an exception to policy, it is important to
Only if there are no other rooms left in the hotel
When should an accessible room be sold to guests who do not have any disabilities
The Hubbart Formula approach to pricing
Which of the following approaches to pricing rooms generates an average room rate as a target price at the hotel's desired level of profitability?
Both A and B verifying posted entries to guest and non-guest accounts; balancing all front office accounts
Which of the following are functions of the front office audit?
A room identified by housekeeping as vacant but classified as occupied by the front desk
Which of the following best defines a room status discrepancy?
Account for room and tax billing for group's guests
Which of the following best describes a group master account
Historical trends for cancellations
Which of the following data should be collected when constructing an occupancy forecast?
Performance appraisal
Which of the following focuses on an employee's job performance and outlines steps the employee can take to improve job skills and performance?
Energy Star Program
Which of the following focuses on energy efficiencies in appliances and equipment?
Compiling a mailing list
Which of the following is a common use of a guest history file?
B and C balancing all front office account; resolving room status discrepancies
Which of the following is a function of the front office audit?