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An accountant is traveling to St. Louis for three weeks to do a corporate audit. What property would be best suited for her?

Extended stay hotel

The original star rating system, which offers a scale of up to five stars, comes from the

Forbes Travel Guide.

Who assists guests throughout all stages of the guest experience cycle and acts as the main representative for the property?

Front desk agent

Which hotel division is considered the "brains" of the hotel?

Front office

At the property level, who has the highest rank?

General manager

What is the most common retail outlet on large properties, such as casino hotels and resorts?

Gift shop

At a hotel, what is an overstay?

Guests who extend their stay beyond the original date of check-out on their reservation

A college student needs to find a hotel room that is economical and provides a complimentary breakfast. Which type of hotel should she stay at?

Limited service hotel

When this person travels, he rents a car with leather interior and the latest technology accessories. When he reserves a hotel room, he selects a property that offers white glove service. When making a dinner reservation, he chooses a restaurant with a reputation for giving personalized attention. What type of traveler is he?

Luxury

Which front office position checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles reports about the various aspects of the hotel's financial performance?

Night auditor

Which is an example of user-generated content?

Online review

The effort made to secure access and distribution of keys in the hotel is known as

The effort made to secure access and distribution of keys in the hotel is known as

What is the difference between the front of house and back of house areas of a hotel? Provide an example of each.

The front of house areas of a hotel are those where guests can directly interact with staff members, such as the front office. The back of house are people like housekeeping or maintenance who do background work.

A door attendant is part of which division?

Uniformed services

The front desk agent is talking with a guest about upgrading their guestroom to a suite because of the additional space, separate living area, and Jacuzzi tub. Which sales technique is the front desk agent using?

Upselling

The controller is the department head of

accounting.

A traveler wants to make an airline reservation to go to Tahiti. She doesn't want to bother using a travel agent; instead, she chooses to go online to book her flight. She is using

an OTA (online travel agent).

The private branch exchange (PBX) operator is responsible for

answering the phones at the incoming switchboard and transferring calls to the correct person.

A lifestyle hotel that is often trendy and is unique in its offerings and design is called a

boutique hotel.

The head of the maintenance department is known as the

chief engineer.

An administrative assistant needs to make a reservation for dinner for 10 people at an upscale restaurant. He also needs directions and a car service to take most of his group to the restaurant. The front desk agent suggests that he talk to the

concierge.

When issuing guestroom keys upon check-in, the front desk agent should

confirm the identity of the guest by asking for photo identification.

A group of hotels that, for a fee, share rights to operate under a common name are called a

franchise.

An independent hotel is a(n)

hotel with no chain or franchise affiliation.

The hotel division that is commonly referred to as the "heart of house" is

housekeeping.

Common hotel divisions or departments include rooms, security, food and beverage, and

human resources.

A hotel that is not part of a franchise group is

independent.

The responsibility of the engineering department is to

maintain the entire building including the grounds.

The front desk manager can establish a measurement to determine the number of agents that need to be scheduled based on the number of occupied rooms. This is called a(n)

productivity standard.

A lawyer is traveling to Las Vegas for a convention. He calls the hotel to book a guestroom. The lawyer just made a(n)

reservation

At a large property, the front office manager reports to the

rooms division manager

The GM of the Sauconne Hotel in Paris has a goal to maximize revenue and "fill the house." The GM wants to calculate how many times the hotel was sold out. He wants to determine the

sellout efficiency.

When a front desk manager converts a guest's dissatisfaction into satisfaction, it is called

service recovery.

A system in which services are shared between individuals, often facilitated by an online platform, is referred to as a(n)

sharing economy.

At a small property, when staffing levels are kept to a minimum, this is referred to as having a

skeleton crew.

On a cruise ship, a guestroom is called a

stateroom.

A couple go on vacation to the same place in Newport, Rhode Island for the same week every year. In effect, they own or lease this space. They likely stay at a(n)

timeshare.

A family has decided to cut their vacation short in order to get ahead of an incoming storm. They check out of their hotel a day earlier than their original reservation. This is called a(n)

understay.

A front desk agent at Martine's Boutique Hotel takes every opportunity to pull in as much revenue as possible for the hotel. As a family checks into the hotel, the front desk agent tells them: "For only $30 more per night, I can upgrade your family to our deluxe level with free breakfast, free high-speed Internet, a private lounge for the deluxe floor that offers free snacks and drinks, and free hotel transportation to local attractions and shopping." The front desk agent is involved in

upselling.

Which computer system allows a hotel to manage the capabilities of the front office?

Property management

Which of the following is performed during the departure phase of the guest experience cycle?

Provide guest with receipt of final bill

Which factor determines how the front office is organized?

Size of the hotel

Describe management companies

A third-party business entity that operates the hotel in exchange for a management fee is called a management company.

Which front office position posts revenue center charges to guest accounts, balances guest accounts, and performs a variety of banking service for guests?

Cashier

For a brand, which office maintains a reservation staff to answer a toll-free number 24-hours a day?

Central reservation office

Which uniformed services position assists guests by making restaurant reservations, providing information or directions, and helping with transportation requests?

Concierge

An international marketing firm is hosting a four-day conference with associated seminars. At which property should the firm host this conference?

Convention hotel

What symbol does the American Automobile Association use to rate service?

Diamonds

A woman is flying into Los Angeles to conduct business meetings all day and flying out at 6 a.m. the following morning. What hotel location works best for her?

Airport

Which type of resort offers a daily room rate system that covers all meals, beverages, and activities?

All-inclusive

Describe independent hotels

An independent hotel is one that is owned and typically operated by the same person.

describe a limited service hotel

A limited service hotel is a more basic hotel with an economical mindset.

Which would be classified as a leisure traveler?

A person on vacation

describe a select service hotel

A property that is designated as a select service hotel (or a focused service hotel) is typically midsize.

Describe franchises

A franchisor is a company that offers the legal rights to operate a hotel under a franchise, the name of a brand.

Describe full service hotels.

A full service hotel offers guests a full list of amenities and services beyond the guestroom accommodations.

A father and his college-aged son are driving 12 hours for fall move-in day. They plan to stop and spend the night at a hotel. Which type of hotel property would work best for them?

Highway

Hotels can be classified by the type of service they offer.

Hotels can be full service, select service, or limited service.

A woman is traveling with her friend to Austria and Switzerland this summer. She wants to check out hotel ratings. Fortunately for her, these countries are part of the

Hotelstars Union.

The computers at the front desk keep shutting down. Which department should the front desk agent call for help?

IT

At larger properties, what is the purpose of the executive committee and who might be a member?

Larger properties have an executive committee that includes at least some of the following managers—the general manager, chief engineer, director of sales, director of rooms, director of HR, and the controller.

Vacationers who are looking for recreational activities and entertainment should stay at which property?

Resort

Which is performed during the arrival phase of the guest experience cycle?

Securing guest's form of payment

What is true about hotel management companies?

They manage hotels on a daily basis for a fee.

Why do hotel guests sometimes believe user-generated reviews over professional reviews?

This is because electronic-word of-mouth reviews are often considered more authentic than those of a professional third party. Guests sometimes value personal experiences more than professional criteria.