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Both A and B credit card payment; direct billing

Check-out procedures require guests to sign a voucher or folio for which of the following settlement methods?

City

Credit card payment accounts, direct billing accounts, and accounts of past guests that are due for collection are contained in the _______ ledger.

A peak in occupancy on one day may otherwise adversely affect reservations on either side of the peak day

A sell-through room availability strategy is especially effective when:

Non-guest accounts

A supplemental transcript is used to record the day's transactional activity for:

72%

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

Point-of-sale system workstations

In most hotels, the use of vouchers has been significantly reduced by the use of

The guest's registration card and folio

In most instances, the information needed for a guest history record can be gathered from:

Gross operating profit

In revenue management, GOPPAR is calculated by dividing number of available rooms into

The number of guests

In revenue management, RevPAG is calculated by dividing total revenue by:

Front office auditor

The Roadside Inn is an 80-room motel with only one or two front desk agents on duty at any time. To ensure that no single employee is wholly responsible for accounting for all phases of a transaction, room and room tax charges should be posted by the:

Package plan

The Snow Ski Resort offers a special rate that includes the room charge, breakfast and dinner, and all-day lift tickets. This is an example of a _________ rate.

Staffing

The front office manager and the human resources manager of the Metro Convention Hotel plan to meet and develop selection criteria that will help the hotel hire the best job applicants for open front office positions. Their work will affect which of the following management functions the most?

Consistency of service

The key to delivering quality service is the hotel's...

Post transaction vouchers as soon as they arrive at desk

To reduce the occurrence of late charges, front desk staff should:

Incentive rate

Which of the following is a special room rate offered to guest in affiliated organizations such as travel agencies and airlines because of potential referral business?

A and B the cash register tape from a hotel's coffee shop; guest checks from a hotel's dining room

Which of the following is a supporting document verifying a hotel/guest transaction?

Prepare, present, practice, follow-up

Which of the following is the correct sequence of the four-step training method?

Discount allocation

Which of the following revenue management methods restricts the time period and the mix of rooms available at reduced prices?

B and C credit card payment direct billing

Which of the following settlement options will work with express check-out and self check-out?

FOM should personally interview top candidates for positions

Which of the following statements about recruiting is TRUE? (FOM: Front Office Manager)

Job breakdown

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?

A paid-in-advance guest

Which of the following types of guests would be LEAST likely to have a high-balance account?

Politely request an alternate form of payment

A guest presents an invalid payment card as method of payment, the front desk employee should

Ability of employees to respond to special requests

A guest's overall satisfaction with your hotel often times hinges on?

Low no-show percentage

A hotel with a large corporate meetings market will most likely have a:

A charge is posted after the guest departs

A late charge occurs when?

Daily operations report

A summary of the hotel's financial activity during a 24-hour period is called the:

Which of the following statement about digital keyless entry technology is TRUE? 1. Guestroom access code communicated and stored in smartphone 2. Guests can bypass the front desk and go directly to room 3. Uses 128-bit encryption for guest room access code

All of the above

Overdue

An account that is older than 30 days is generally considered to be?

Delinquent

An account that is older than 90 days is generally considered to be ___________.

$95

At the Kapiolani Hotel, construction and furnishing costs per room average $95,000. Using the rule-of-thumb approach to pricing, the minimum average room rate would be __________.

Charge voucher

Charge purchase transactions are generally documented by a(n):

Increases; left

Charges ____ an account balance and are entered on the ____ side of a T account

A compressed schedule

Diane works 40 hours per week at the Ohana Hotel. However, instead of working five 8-hour days, she works four 10-hour days. Diane's schedule is an example of:

Have reached or exceeded assigned credit limits

High balance reports list accounts that:

Quoting room rates for groups

Hotel sales department staff check with the revenue manager before

The average daily rate

In revenue management, RevPAR is calculated by multiplying the occupancy percentage by:

House limits

Internal guest credit restrictions established by the front office are called:

No-post

PIA (Paid-In-Advance) accounts are typically set to a _____ status

Front Office Accounting Formula

Previous Balance + Debits - Credits = Net Outstanding Balance

Job specifications

Qualifications for a position such as education, work, experience, general knowledge are called:

Occupancy report

Report lists rooms occupied for the night and indicates expected check-outs for the next day. A report that indicates which rooms are occupied and which guests are expected to check out. To avoid room status discrepancies, the housekeeping status report should be compared with the:

Revenue forecast report

Reservation report projects future revenue by multiplying predicted occupancy by current rates

Be assigned whatever room is available at check-in

Reservations through e-commerce websites are often sold as run of house which means guest will

Capacity management

Revenue Mgt - Balances risk of overbooking against loss revenue from cancellations, no shows

Messaging

Snapchat and YouTube are considered __ social media platforms

The accounts receivable department

Sometimes the front office must send a statement to a no-show guest billing the guest for the amount of the guarantee. What department is responsible for collection once the billing is sent?

Account balance

The difference between total payments and total charges to an account is called the:

Complete outstanding postings.

The first step in a typical front office audit routine is to:

Log book

The front desk hand written chronicle of events, guest complaints and request is called

American Plan

The room rate includes 3 meals: breakfast, lunch, & dinner, all provided by the hotel

Rack Rate

The standard rate for a particular room is typically called the

Skippers

Unpaid guest account balances result from

High internal recruitment

Use of flagship property for developing managers who are placed at various properties...

Opaque

Website marketing by price and/or rating category - not by name, brand or property specifics?

The lowest rate at which a room can be sold on a given date, based on anticipated demand

What is the hurdle rate?

Due back

When a cashier pays out more than he or she receives, the result is a:

Due back

When a cashier pays out more than he or she receives, the result is:

Registration and rooming functions

Which front office activity is in the arrival stage of the guest cycle?

Front Office Department

Which of the following areas of a hotel is a revenue center?

Establish a minimum number of nights per stay.

Which of the following is a transient business tactic used during high-demand periods?

Updating room status information

Which of the following is an important function of the check-out and settlement process?

Competitor room rates

Which of the following is involved in the market condition approach to pricing rooms?

Forecasting the number of rooms available for sale

Which of the following is most important short-term planning activity for FOMs?

Creating a task list for a position

Which of the following is part of the job analysis process

Both B and C Identifying job knowledge for a position; Creating a task list for a position

Which of the following is part of the job analysis process?

Displacement

Which of the following occurs when a hotel accepts group business at the expense of turning away transient guests?

Cut-off date for room availability

Which of the following should be specified in a contract for group business?

Lifestyle Hotels

Which type of hotel appeals to specific travelers & offers amenities designed for those guests?

World-class service hotels

Which type of hotel is MOST likely to employ a multilingual concierge?

Resort Hotel

Which type of hotel is most likely to require payment in full prior to guest's arrival date?

Rooms revenue

Front office expenses vary in direct proportion to:

Which of the following statement about the Internet of Things (loT) is TRUE? 1. loT location services help guests find their way in the hotel 2. Hotels with loT Tech - coffee pots alert staff when empty 3. loT is not futuristic technology; it is being implemented now

All of the above

Which of the following statements about mobile payments is True? 1. Mobile payments are secure through "tokenization" 2. Smartphones with e-wallet technology use NFC Chip 3. Payment card data is not saved on the point of sale system

All of the above

Setting target average room rates

For which of the following is the Hubbart Formula most useful?

Travel management companies

Large travel agencies with significant room rate negotiating power are called:

Leading

Management function that involves overseeing, motivating, training, disciliping:

Extensive

On a hotel organization chart, dotted lines indicate relationships that involve communication and cooperation

Distressed-inventory rate

Opaque Internet Websites usually offer hotel rooms for which of the following room rates?

No-post

PIA (paid-in-advance) accounts are typically set to a ___________ status.

Uniformed Services

Peter is a Concierge and arranges restaurant reservations and activities. His department is?

Daily

System updates are performed:

Be less extensive

Telephone calls connected over the Internet instead of common carrier networks tend to:

Job sharing

Two or more part-time employees fulfill responsibilities of one full-time position

The problem resulting when a group fails to book its committed number of room nights

What is group attrition?

On-change

When a guest checks out and settles his or her account, the room's status changes from occupied to:

The potential revenue each hotel department will earn.

When deciding what guestroom price to charge people attending a meeting at the hotel, management should first determine:

Empower employees to use judgement to accommodate request

When fulfilling special requests that may be an exception to policy, it is important to

Only if there are no other rooms left in the hotel

When should an accessible room be sold to guests who do not have any disabilities

The Hubbart Formula approach to pricing

Which of the following approaches to pricing rooms generates an average room rate as a target price at the hotel's desired level of profitability?

Both A and B verifying posted entries to guest and non-guest accounts; balancing all front office accounts

Which of the following are functions of the front office audit?

A room identified by housekeeping as vacant but classified as occupied by the front desk

Which of the following best defines a room status discrepancy?

Account for room and tax billing for group's guests

Which of the following best describes a group master account

Historical trends for cancellations

Which of the following data should be collected when constructing an occupancy forecast?

Performance appraisal

Which of the following focuses on an employee's job performance and outlines steps the employee can take to improve job skills and performance?

Energy Star Program

Which of the following focuses on energy efficiencies in appliances and equipment?

Compiling a mailing list

Which of the following is a common use of a guest history file?

B and C balancing all front office account; resolving room status discrepancies

Which of the following is a function of the front office audit?