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
