Certificate Exam Front Office
Given the following revenue management data, calculate RevPAG: Actual Room Revenue $25,000 Number of Available Rooms 350 Occupancy Percentage 75% Average Daily Rate $90 Number of Guests 250
$100.00
Given the following data, forecast annual rooms revenue: Total rooms 75,500 Rooms 75,000 available for Occupancy 75% Reservations' 55,000 Average daily rate $90
$5,062,500
Given the following revenue management data, calculate RevPAR: Actual Room Revenue $18,000 Number of Available Rooms 300 Occupancy Percentage 75% Average Daily Rate $80
$60
The Nova Hotel has three types of single rooms, There are 100 type A rooms with a rack rate of $80; 150 type B rooms with a rack rate of $90; and 150 type C rooms with a rack rate of $100. What is the potential average single rate for the hotel?
$91.25
Which of the following cash transactions would be posted to a guests folio?
Cash payment of room charges
"CRO" stands for:
Central Reservations Office
PIA (Paid In Advance) accounts are typically set to a _______ status.
Charge -Privilege
Which management function involves overseeing, motivating, training, and desiplining people who work in the department?
Competitor room rates
The Key to delivering quality service is the Hotel's:
Consistency of service
Which of the following should be specified in a contract for a contract for group business?
Cut-off date for room availability
A split Folio is most likely to be requested by:
A business traveler responsible for incidental charges.
A late Charge occurs when:
A charge is posted after the guest departs
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 family rate
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
Which of the following should be included on an express check out form?
A statement that the amount applied to the guests credit card may be more that the amount shown on the guest's copy of the express check out folio
For Casino hotels, revenues derived from gaming are usually__revenues from hotel operations.
Greater than
Internet access through the guestroom television is an example of ___________ interfaces.
Guest Operated
Suite Hotels usually feature:
Guestrooms with separate bedrooms and living room or parlor areas
High balance reports list accounts that:
Have reached or exceeded assigned credit limits.
Which of the following is an example of a measureable goal for the front office department?
Increase the average daily rate in July by $1
For front office account, Charges are______ to an account balance and are entered on the _______ side of the T account.
Increases; left
Hotel reservation made through e-commerce websites are often sold ad run of the house, which means that guests will:
Be assigned whatever room is available at check-in
Telephone calls placed and connected over Internet technology, instead of over common carrier networks tend to:
Be less expensive
When placing a call to a guest room, hotel employees should:
Introduce themselves and state the reason for the call
Which of the following statements applies to incoming mail?
It should be time -stamped as soon as it arrives at the property
For Which is the Hubbart Formula most useful?
Setting target average room rates
Unpaid guest accounts balances result from:
Skippers
A guests overall satisfaction with your hotel oftentimes hinges on:
The ability of your employees to respond to special requests.
Which of the following best describes a group master account?
The account to which the room and tax portion of each of the group's guest is billed.
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
To ensure that guests have not exceeded their approved credit limits, front office staff periodically review:
The guest Ledger
At 9 AM, the front desk informs housekeeping the guest in 242 has checked out. The 4PM housekeeping report lists room 242 as "on-change". This means that:
The guest has left but the room has not been cleaned
Which of the following usually determines the guest's point-of-sale charge status?
The guest intended method of payment
The largest single charge on a guests account is normally for
The guest room
Which of the following statement are true about payment card industry (PCI) standards and compliance issues?
To be certified as PCI compliant, business must pass a security review and be periodically recertified.
Large travel agencies with significant room rate negotiating power are called:
Travel management companies
Which of the following types of hotels is most likely to employ a multilingual concierge?
World Class Hotel
Which of the following revenue management methods balances the risks of overbooking against the potential loss of revenue from reservation cancellations, early departures, and no-shows?
capacity management
Which of the following is part of the job analysis process?
creating a task list for a position
In revenue management, GOPPAR is calculated by dividing the number into
gross operating profit.
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
Which of the following data should be collected when constructing an occupancy forecast?
historical trends for cancellations
Which of the following is the correct sequence of the four-step training method?
prepare, present, practice, follow up
Norman, the front office manager of an upscale resort, graduated several years ago with honors from a prominent university. When interviewing job applicants, he is always impressed by students with high grade point averages. Which of the following errors or biases is most likely to affect Norman's selection technique?
similarity error
During orientation, new hotel front office employees should be given a tour of:
the entire hotel.
What is group attrition?
the problem resulting when a group fails to book its committed number of room nights
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?
job breakdown
Which of the following measure the success of the front office in selling guestrooms?
occupancy ratios
The Kanye Convention Hotel has 750 rooms. At 70 percent occupancy, 375 of the 525m rooms sold are normally occupied by more than one person. The multiple occupancy percentage would be ______ percent
71.4
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
72%
Sometimes the front office must send statements to a no-show guest billing the guest for the amount of the guarantee. What department is responsible for the collection once the billing is sent?
Accounts recievable department
Which of the following statements about the Internet Of Things( IOT) is true
All Of the above
Which of the following statements about Mobile payment is truei?
All of the above
Which of the following statements about digital keyless entry technology is true?
All of the above ( uses 128 encryption, can bypass front desk, code is stored in guests smartphone)
Hi Speed Internet access(HSIA) service at resort hotels:
All of the above (Provided in guest rooms, usually provided at pools, may be wired or wireless)
Which of the following influence travelers to stay at certain hotels?
All of the above (blogs, hotel websites, internet search engines)
A package offered by the Festive Resort includes the coast of three meals a day in the room charge. This arrangement is called the ________ plan
American
Which of the following types of front office transactions generally requires management approval?
An Account Allowance
Which of the following is a recommended procedure for handling a guest complaint?
Give the guest your undivided attention and listen with concern
In a large full service hotel, the executive housekeeper typically reports to the:
Rooms Division Manager
System updates are performed:
Daily
Which of the following terms is used to classify lost business when the hotel is unable to accept a reservation request?
Denial
When a cashier pays out more than he/she receives, the result is a :
Due Back
Which of the following is a transient business tactic used during high-demand periods?
Establish a minimum number of nights per stay
Some hotels offer world-class service on designated floors, which are often referred to as __________ floors
Executive
On a hotels organizational chart, dotted lines indicate relationships that involve:
Extensive communication and cooperation
Which of the following is the most important short- term planning activity performed by the front office managers?
Forecasting the number of rooms available for sale
Which of the following areas of the hotel is a revenue center?
Front Office department
Qualifications for a position, such as formal education, work experience, and general knowledge, are called:
Job Specification
Which of the following is an alternative work scheduling practice that allows two or more part-time employees to fulfill the responsibilities of one full- time position?
Job sharing
The owner /manager of the dew Drop Inn has a great deal of flexibility in response to changes in the local market conditions but cannot affords broad advertising exposure and pays a relatively high prices for supplies. The dew Drop Inn should consider:
Joining a referral group
Which of the following types of hotels are intended to appeal to specific travelers and offer amenities designed for those guests?
Lifestyle Hotels
A hotel with a large corporate meetings market will likely have a:
Low or no show percentage
When late charges are added to a guest account that departed the hotel via express check out, it important for the property to:
Mail or e-mail a copy of the updated folio to the guest
A hotel marketed by a price and/or rating category-not by name brand or property specifics- on a(n) ________ website.
Marketing Matrix
When attracting group and convention business, hotel focus their sales efforts on:
Meeting planners
Snap chat and YouTube are considered a ________ social media platform.
Messaging
Which of the following is designed specifically to address to interests of a hotel's three major constituencies: guests, managers, employees?
Mission Statement
Which of the following is the key to upselling during the reservation or registration sales process?
Offering more than one guestroom option
Under what circumstances rooms that have special accommodations for guests with disabilities should be sold?
Only if there are no other rooms left in the hotel
An account older than 30 days is generally considered to be:
Overdue
The reservations department is responsible of receiving and processing reservation requests for which of the following?
Overnight accommodations
The most common form of guaranteed reservation is made with a:
Payment card
What should a front desk employee do if a guest presents an invalid payment card as a method of payment?
Politely request an alternate form of payment
To reduce the occurrence of late charges, front desk staff should:
Post transactions vouchers as soon as they arrive at the front desk
Which of the following represents the front office accounting formula?
Previous balance + Debits - Credits = Net Outstanding Balance
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 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 a payment in full prior to a guests day of arrival?
Resort Hotel
Which of the following types of hotels tends to have more leisurely and relaxed atmosphere than others?
Resort hotel
Which of the following reports from a computerized reservation system would help managers project future revenue by multiplying predicted occupancies by current house rates?
Revenue forecast report
Which of the following focuses on energy efficiency in appliances and pieces of equipment?
The Energy Star Program
Which of the following reports lists rooms occupied for the night and indicates expected check-outs for the following day?
The Occupancy Report
Peter works as a concierge for a first class downtown hotel. He assists guests by arranging restaurant reservations, transportation and tickets for local events. Peter works in the ________ department.
Uniformed services department
Which of the following is an important function of the check-out and settlement process?
Updating room status information
A summary of the hotel's financial activity during a 24-hour period is called the:
daily operations report
Opaque Internet websites usually offer hotel rooms for which of the following room
distressed- Inventory rates