311 certification exam

Which of the following statements about high-speed Internet access (HSIA) in hotels is TRUE?

Hotels usually charge $200 to $500 per day to provide HSIA service to groups holding meetings on hotel premises.

Pick-up rate

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.

Which of the following statements about recruiting is true:

The front office manager should personally interview the top candidates considered for open front office department positions.

non-group displacement

The guestrooms blocked for group guests that are therefore unavailable to transient (non-group) travelers.

A split folio is most likely to be requested by:

a business traveler responsible for incidental charges.

The maximum amount in credit card charges a hotel can accept without requesting special authorization on behalf of a credit card holder is determined by the:

a cardholders credit card company

Which of the following types of front office transactions generally requires management approval?

an account allowance

The interface between a hotel's property management system and the associated automated devices located throughout the hotel property allow the front office auditor to focus primarily on:

auditing

Which of the following is a common use of a guest history file?

compiling a mailing list

the energy star program

focuses on energy efficiency in appliances and pieces of equipment

Which of the following is the most important short-term planning activity performed by front office managers?

forecasting the number of rooms available for sale

Which of the following is a statement for an account assigned to an individual person or guestroom?

guest folio

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?

high internal recruitment

The achievement factor is a revenue management tool that managers use to find out:

how much their hotel's actual room rates varied from rack rates.

A hotel is marketed by a price and/or rating category-not by name, brand, or property specifics-on a(n) __________ website.

opaque

Express check-out should NOT be offered to guests who:

paid in advance using cash

In most hotels, the use of vouchers has been significantly reduced by the use of:

point-of-sale system workstations.

to minimize late check outs, hotels should

post check-out time notices in conspicuous places.

to reduce the occurrence of late charges, front desk should:

post transaction vouchers as soon as they arrive at the front desk.

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:

potential average single rate, multiple occupancy percentage, and rate spread.

Which of the following is the correct sequence of the four-step training method?

prepare, present, practice, follow up

Hotel sales department staff members often check with the revenue manager before:

quoting room rates for groups interested in staying at the hotel

The standard rate for a particular room is typically called the __________ rate.

rack

Which of the following front office activities are included in the arrival stage of the guest cycle?

registration and rooming functions

Which of the following types of hotels is most likely to require payment in full prior to a guest's day of arrival?

resort hotel

Front office expenses vary in direct proportion to:

revenue

Which of the following is an important factor to consider when setting room prices?

room types

upscale service hotels

tend to have multiple food and beverage outlets

In posting no-show charges, the night auditor must be careful to verify:

that registration was guaranteed, guest never registered with hotel, and there is no duplicate reservation

The largest single charge on a guest account is normally for:

the guest room

Which of the following reports lists rooms occupied for the night and indicates expected check-outs for the following day?

the occupancy reports

When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine:

the potential revenue each hotel department will earn.

which is a back of the house department?

human resources

During front office audit, when should room rates be verified?

immediately after room rates and taxes have been posted

a hotel with a large corporate meetings market will most likely have a:

low no show percentage

Which of the following revenue management computations indicates sales mix?

multiple occupancy percentage

PIA (paid-in-advance) accounts are typically set to a ________ status.

no-post

A supplemental transcript is used to record the day's transactional activity for:

non guest accounts

Which of the following front office applications of a computer-based property management system eliminates the need for guest folio cards and posting machines?

a guest accounting module

online dynamic package pricing refers to

a guest's ability to put together his or her own custom package online that is then priced automatically.

what should be included in an express checkout form?

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

Which of the following types of payment should a hotel be LEAST likely to accept

a two party check

system updates are performed:

daily

Which of the following data would be most helpful for forecasting demand?

day of week patterns

Which of the following terms is used to classify lost business when the hotel is unable to accept a reservation request?

denial

Which of the following revenue management methods restricts the time period and the mix of rooms available at reduced prices?

discount allocation

when a cashier pays out more than he or she receives, the result is a:

due back

The majority of hotel guest complaints result from:

equipment malfunction