hm 311 certification

Flextime

A schedule that allows workers to choose work hours that fit their particular needs

A hotel's property management system and associated automated devices located throughout the property allow for which of the following? A)automatic updating of guest accounts B)a one-way interface from the POS systems to the property management system C)the elimination of the night-auditor position in the front office D)all of the above

A

A sell-through room availability strategy is especially effective when: A)a peak in occupancy on one day may otherwise adversely affect reservations on either side of the peak day. B)the number of check-ins on a particular day is expected to strain front office resources. C)the hotel is not expected to achieve its optimum sales mix. D)the hotel is expected to be near full occupancy for several consecutive days.

A

Establishing an accounts receivable billing policy and procedure includes determining the: a. number of days between billings. b. amount of anticipated room sales. c. estimated occupancy for the next 30 days. d. nature of pre-settlement verification activities.

A

Front office expenses vary in direct proportion to: A)rooms revenue. B)profitability per room sold. C)average daily rate. D)all of the above.

A

Front office expenses vary in direct proportion to: A) rooms revenue. B) profitability per room sold. C) average daily rate. D) all of the above.

A

Rate wars among the economy, rooms-only properties in a warm-weather destination area have resulted in paper-thin profit margins for most of the competing properties. This situation can result from a __________ approach to pricing. a. market condition b. rule-of-thumb c. Hubbart Formula d. cost mark-up

A

What is the first step in the Hubbart Formula approach to pricing rooms? A)Calculate the hotel's desired profit. B)Estimate non-room operated department income or loss. C)Determine rooms department revenue. D)Calculate pretax profits.

A

When a cashier pays out more than he or she receives, the result is a: A)due back. B)shortage. C)debit. D)paid-out.

A

Which of the following data would be most helpful for forecasting demand? A) day-of-week patterns B) room rate variances C) equivalent occupancy percentages D) market share projections

A

Which of the following front office computer applications would help managers track commissions payable to agents for booking business at their hotels? a. reservations module b. rooms management module c. guest accounting module d. financial management module

A

Which of the following is a primary front office concern during the occupancy stage of the guest cycle? a. security b. account settlement c. room assignment d. maintaining the guest history record

A

Which of the following is the most important short-term planning activity performed by front office managers? A) forecasting the number of rooms available for sale B) setting up staffing schedules C) estimating expenses D) dividing work among staff

A

Which of the following statements about high-speed Internet access (HSIA) in hotels is TRUE? A)Hotels usually charge $200 to $500 per day to provide HSIA service to groups holding meetings on hotel premises. B)Hotels usually provide complimentary HSIA service to groups holding meetings on hotel premises. C)HSIA service is usually provided in hotel guestrooms only, not in a hotel's public areas D)HSIA service is usually provided only in hotel public areas and meeting facilities.

A

Which of the following statements about payment card industry (PCI) standards and compliance issues is TRUE? A)To be certified as PCI compliant, businesses must pass a security review and be periodically recertified. B)The hotel industry does not have to comply with PCI data security standards (DSS). C)Almost 90 percent of all data-handling compromises occur at large businesses—that is, businesses that process more than fifty million payment card transactions per year. D)Less than 5 percent of all payment card fraud committed within the United States occurs in hospitality businesses.

A

Which of the following types of payment should a hotel be LEAST likely to accept? A)two-party check B) money order C)cashier's check D traveler's check

A

Information directory

A collection of information kept at the front desk for front desk agents to use in responding to guest requests and questions, including simplified maps of the area; taxi and airline company telephone numbers; bank, theater, church, and store locations; and special event schedules.

RevPAG

Actual Room Revenue/number of guests

Express check-out should NOT be offered to guests who: A) are from a foreign country. B) paid in advance using cash. C) both of the above. D) none of the above.

B

In a large full-service hotel, the catering director is most likely to report to the: a. general manager. b. food and beverage director. c. director of marketing and sales. d. front office manager.

B

In revenue management, GOPPAR is calculated by dividing the number of available rooms into: A)total property expenses. B)gross operating profit. C)departmental revenues. D)total property revenue.

B

In revenue management, the yield statistic is equal to: a. potential rooms revenue divided by actual rooms revenue. b. the occupancy percentage times the achievement factor. c. the average daily rate times the rate spread. d. the occupancy percentage times the average daily rate

B

Independent documentation by different hotel departments that verifies transactions posted to guest accounts enables the front office auditor to: a. monitor high balance accounts. b. reconcile front office accounts with revenue center and departmental records. c. resolve room status discrepancies. d. ensure proper room and tax postings.

B

The report that indicates which rooms are occupied and which guests are expected to check out the following day is called the: a. registration record. b. occupancy report. c. housekeeping status report. d. room status discrepancy report.

B

To minimize late check-outs, a hotel should: A)offer express check-out. B)post check-out time notices in conspicuous places. C)both of the above. D)none of the above.

B

Which of the following is a special room rate offered to guests in affiliated organizations such as travel agencies and airlines because of potential referral business? a. commercial rate b. incentive rate c. promotional rate d. complimentary rate

B

Which of the following is an important factor to consider when setting room prices? A) usable denied revenue B) room types C) number of rooms D) revenue per available room

B

Which of the following is part of the job analysis process? A)identifying job knowledge for a position B)implementing a cross-training program C)creating a task list for a position D)all of the above

B

Which of the following reservation system reports can help managers make decisions affecting the number of rooms allocated for group business? A)agent commission report B)regrets and denials report C)reservation transactions report D)expected arrivals report

B

Which of the following revenue management computations indicates sales mix? A)potential average double rate B)multiple occupancy percentage C)potential average single rate D)room rate achievement factor

B

Which of the following terms is used to classify lost business when potential guests choose not to make a reservation? a. denial b. regret c. turnaway d. no show

B

Which of the following types of front office transactions generally requires management approval? A)charge purchase B)account allowance C)account transfer D)account correction

B

A hotel is marketed by a price and/or rating category-not by name, brand, or property specifics-on a(n) __________ website. A)merchant model B)wholesaler model C)opaque D)transparent

C

A summary grouping of accounts is called a(n): a. folio. b. account balance. c. ledger. d. invoice.

C

Departmental income statements are called: a. line items. b. revenue summaries. c. schedules. d. consolidations.

C

During the front office audit process, when should room rates be verified? A) first B) before room status discrepancies have been reconciled C) before departmental accounts have been balanced D) immediately after room rates and taxes have been posted

C

Guests can direct-dial long-distance calls without operator intervention when the hotel uses a _________ system. A)call rating B)toll trunk C)call accounting D)least-cost routing

C

Hotels that maintain a relatively high ratio of staff members to guests are likely to provide _____________ service. a. economy/limited b. mid-range c. world-class d. quality

C

In a large full-service hotel, the front office manager reports to the: a. general manager. b. chief engineer. c. rooms division manager. d. security director.

C

In most hotels, the use of vouchers has been significantly reduced by the use of: A)guest folios. B)payment cards. C)point-of-sale system workstations. D)credit monitoring systems.

C

Performing the front office audit requires attention to: a. staffing considerations. b. security issues. c. guest credit restrictions. d. wage rates.

C

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: A)balancing guest accounts. B) generating the hotel income statement. C) auditing. D)verifying guest charges with the affected revenue outlet(s).

C

What is group attrition? A)the effects felt when group attendees leave a meeting and check out early B)the case in which the number of attendees at an annual meeting decreases every year C)the problem resulting when a group fails to book its committed number of room nights D)the revenues lost when fewer groups book meetings and conventions at the hotel

C

When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine: A)whether the group will return to the hotel for a meeting next year. B)how many people will attend the meeting. C)the potential revenue each hotel department will earn. D)how many people will occupy each guestroom.

C

Which management function involves overseeing, motivating, training, and disciplining people who work in the department? A) controlling B) coordinating C) leading D) staffing

C

Which of the following certifies that buildings meet standards of energy efficiency, conservation, and community sensitivity? A)the International Green Building Council B)the Energy Star Program C)the Leadership in Energy and Environmental Design (LEED) rating system D)the U.S. Eco-friendly Hotel Council

C

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)reservations module B)point-of-sale module C)a guest accounting module D)rooms management module

C

Which of the following is an online internal accounting file that supports account postings originating from an operating department? a. update file b. master folio c. control folio d. variance folio

C

Which of the following is the correct sequence of the four-step training method? A)practice, prepare, present, follow up B)prepare, practice, present, follow up C)prepare, present, practice, follow up D)prepare, follow up, present, practice

C

Which of the following occurs when a hotel accepts group business at the expense of turning away transient guests? A)overbooking B)rate discounting C)displacement D)sellouts

C

Which of the following revenue management methods might reject a reservation request for a one-night stay, even though rooms are available for that particular night? a. capacity management b. discount allocation c. duration control d. reverse yield

C

A supplemental transcript is used to record the day's transactional activity for: A) guest accounts. B) the front office. C) each revenue center. D) non-guest accounts.

D

Online dynamic package pricing refers to: A)a wholesaler website's ability to automatically price hotel products. B)a manager's ability to use computers to create and price new travel packages for sale to guests. C)an employee's ability to change the prices of travel packages quickly via the Internet. D)a guest's ability to put together his or her own custom package online that is then priced automatically.

D

The first step in a typical front office routine is to: a. verify all room rates. b. post room and tax charges. c. balance all departments. d. complete outstanding postings.

D

The majority of hotel guest complaints result from: A)employee attitudes. B)overcharges. C)overbooking. D)equipment malfunction.

D

What is the hurdle rate? a. the number of rooms that are set aside to fulfill minimum length-of-stay requirements on a given date b. the highest rate at which a room can be sold on a given date, based on revenue management projections c. the number of rooms that are set aside as "closed to arrival" on a given date d. the lowest rate at which a room can be sold on a given date, based on anticipated demand

D

When attempting to maximize revenue and determining whether to accept additional group business, managers should consider the: a. group booking pace. b. booking lead time. c. wash factor. d. displacement of transient business.

D

Which of the following hotel divisions or departments would be primarily responsible for maintaining the grounds surrounding a hotel? a. rooms division b. uniform services department c. housekeeping department d. engineering division

D

Which of the following is the preferred way to handle telephone messages for guests? a. Place the message slip in the guest's mail and message rack slot until the guest requests it. b. Slide the message slip under the door of the guest's room. c. Time-stamp the message slip, place it in an envelope, and deliver it to the guest's room as soon as possible. d. Time-stamp the message slip, place it in the guest's mail and message rack slot, and switch on any inroom message indicators.

D

Which of the following measure the success of the front office in selling guestrooms? A) operations budgets B) the rule-of-thumb formulas C) occupancy forecasts D) occupancy ratios

D

Which of the following reservation system reports would help managers assess the volume of reservations activity on a daily basis? a. an expected arrivals and departures report b. a rooms availability report c. a regret and denial report d. a reservations transaction report

D

Which of the following statistics is most helpful to managers when estimating expenses for front office operations? a. average daily rate b. average cost per guest c. average rate per guest d. cost per occupied room

D

Regrets and denials report

Regrets- recorded when guests choose not to make a reservation. Many reasons for this including room rate, room type availability, location, and other factors. Denials- recorded when the hotel is unable to accept a reservation request. Most often due to room availability or restrictions put on new reservations

job sharing

To share the responsibilities and duties of a single full time job with one or more other employees.

due back

a cashier pays out more than he or she receives, so there is not enough cash in the drawer to restore initial bank.

transaction file

a chronological recording of important front office events and decisions for reference during subsequent front office work shifts

support center

division or department that does not make revenue directly and provides services that enable the revenue centers to make money(i.e. housekeeping, maintenance)

energy star program

focuses on energy efficiency in appliances and pieces of equipment

due out

guest(s) expected to check out today who have not yet checked out

Reader Board

schedule of daily events through information display screens, includes names of groups staying at hotel and the room they are meeting in

Pick-Up Rate

the number of group rooms actually booked compared to the number originally blocked

executive

world-class service on certain floor of a hotel, sometimes offered