Cert Exam Part 2

89. 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

100. 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

63. 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

64. 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

79. 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

81. 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

94. 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

95. 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

99. 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

61. 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. post check out time notices in conspicuous places

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

C

71. 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

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

C

75. 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

77. At the Michaels 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

73. System updates are performed: A) daily. B) weekly. C) monthly. D) yearly.

A

78. When would a hotel offer to sell a guestroom 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

80. 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

82. 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

83. 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

85. 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

86. 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

91. 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

92. 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

93. 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

97. 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

62. 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

66. 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

67. 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 lis

D

68. 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

69. 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

70. 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

72. 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

76. 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

84. 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

87. 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

88. 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

90. 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

96. 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

98. 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

60. 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. check out and settlement