Chapter 3,4,5 and 15

The Hotel California has 642 rooms with 413 occupied and the room revenue is $84,593. The Rev PAR is?

$131.76

The housekeepers are expected to clean how many rooms per day in an average hotel?

12-18 rooms

The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is?

64%

An environment that can deliver a complete booking system tied to the hotel's inventory in real time via the web is called an?

Application Service Provider

This concept identifies the best way of doing something, which companies excel in that area, and how our company can improve upon it.

Benchmarking

In house and guest communications in a hotel are managed by?

CBX or PBX

Which system can track guest room phone charges?

Call Accounting Systems

Most of the strategic planning that takes place at the top management level is

Cooperate level strategy

What is the process of screening large amounts of information to anticipate and interpret changes in the surrounding economic area?

Environmental screening

Coffee first came from

Ethiopia and Mocha

Which of the following departments is the largest in the hotel in therms of people?

Housekeeping

_ planning is often done at the last minute with little or no sharing of goals and strategies

Informal

The executive committee of a hotel is?

Made up of key associated who head major departments

The basic functions of the front office include all of the following EXCEPT:

Maintaining sales and catering records

What is the managerial process that determines the goals of the organization and then plans the objective?

Management by objectives

________ are generally created for periods of up to one year and fit in with long range plans of the organization.

Operational Plans

Hotels can avoid overselling(overbooking) rooms by using a?

Point of sale system

________ refers to the amount of labor (input) it takes to do a particular task.

Productivity

Which of the following would NOT be considered a hotel department?

Property management system

The main advantage of using an electronic door locking system is?

Record of who enters the room and when

Property management systems are designed to assist front office employees in performing functions related to what tasks?

Reservations, rooms and guest account management

A demand forecasting technique used to maximize room revenue is known as?

Revenue Management

______ are specific actions that associates must follow.

Rules

A ________ is used to assess the company's internal and external processes and use them to their advantage.

SWOT Analysis

Which of the following is NOT a feature of an energy management system?

automatic wake-up call functions

The main function of a _____ is to escort guests and transport their luggage to their rooms

bell person

A brewery and pub or restaurant that brews its own fresh beer on site to meet the taste of local customers is called a

brew pub

Special hotel accounts for a company that has established credit with a hotel are called

city ledger

Bourbon whisky is made from

corn mixed with rye

Legislation that governs the sale of alcoholic beverages is known as

dram shop legislation

Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the?

executive housekeeper

A spirit or liquor is made from a liquid that has been

fermented or distilled

The more common name for guests account is

folio

The area of the hotel most often described as the nerve center hub of a hotel is the?

front office

Planning involves selecting the various ________ that the organization wants to achieve and the ________ to be taken to ensure that they are accomplished.

goals and strategies

Whisky refers to a spirit that

he spirit that was first distilled in Scotland and Ireland centuries ago

Guest folios are typically managed by?

hotel property management system

The purpose of revenue management is to

increase profitability

________ aims to increase market share by promoting sales aggressively in existing markets.

market penetration

The individual responsible for the task of balancing the guests accounts receivables is the?

night auditor

Still wines are those with

no carbonation

Housekeeping department measures productivity by?

person hours per occupied room

Examples of fortified wines are:

port, sherry, and madeira

By providing training on the responsible service of alcoholic beverages to servers and bartenders a business owner will

potentially lower liability insurance rates

One reasonable way in which a restaurant or bar owner can show responsible service of alcoholic beverages is to

provide training like ServSafe

The daily report performed by the night auditor contains key operating ratios used by management including?

room occupancy percentage

The front office, housekeeping, security and communications all fall under what department?

rooms division

One of the most important concerns for guests in a hotel is?

security

Keying locks, guest and employee identification and ADA compliance falls under?

security and loss prevention

A dark ale that is sweet, strong and hosts a malt flavor is known as a(n)

stout

Which of the following creates long-term plans that steer the organization toward its goals in the accomplishment of its mission and vision?

strategic planning

When selling rooms a front desk associate might try to upsell. This means

suggestively selling the features of a larger room, a higher floor or perhaps a better view

The ultimate responsibility and authority of running a hotel rests with?

the general manager

The four characteristics of a good wine are

the grape, the climate, the soil, and the winemaker

A good rule of thumb when paring wine and food it that

the heavier the food, the heavier and more robust the wine should be

Rack rate is?

the highest published room rate

Allocating the right type of room to the right guest at the right place is the job of?

the revenue management system

The term, "varietal" means

there are a variety of grapes in the bottle

Average Daily Room Rate is?

total rooms available divided by number of rooms sold

Room Occupancy or ROP is?

total rooms occupied divided by total available rooms

Proof is equal to

twice the percentage of alcohol by volume