Académique Documents
Professionnel Documents
Culture Documents
Review
Chapter 1 - 14
Which type of hotels tends to have a more leisurely
and relaxed atmosphere?
Resort Hotels
A group of business man need to hold an emergency half day
meeting, and will be coming from different cities, what is the best
type of hotel for them?
airport
The key to deliver quality service is?
consistency
An independent property would be a family
owned sole proprietorship?
True
Which of the following is a typical function of
a hotel management company?
Meeting planners
This type of hotel will appeal least to
business travelers
condominium hotels
Travel management companies are large
travel agencies with significant room rate
negotiating power
Overall cleanliness appearance and quality
service are important factors that bring guest
back to the hotel.
Is a measurable goal for the front office
department
True
Historical data and experience of
knowledgeable managers are necessary for a
reservation system to accurately forecast
cancellations and no shows for up coming
dates
A revenue forecast report would help
managers project future revenue by
multiplying predicted occupancies by current
house rates.
True
On opaque web sites hotels are marketed by
a price and or rating but not by name or
brand
On a fully automated property preregistration
activities are most likely to be conducted for
all expected arrivals
The guest intended method of payment
usually determines the guest’s point of sale
charge status
Walk in Guest would spend more time
registering during check in
Rack is the standard rate for a particular
room
Registration finalizes guest rooms
assignment
The reservation status in the long term
determines a room’s readiness
The occupancy report lists rooms occupied
for the night and indicates expected check
outs for the following day
The Modified American Plan is usually a
package that includes the cost of breakfast
and dinner in the room charge
Card holders credit card company determine
the maximum amount in credit card charges
a hotel can accept without requesting special
authorization .
During Preregistration is the best time to
make arrangements for special requests
Describe the features and benefits of each
available room category first, then mention
the rate is a recommended strategy for
upselling rooms to walk in
The fronts desk’s log book help document
issues and problems for future meetings.
Billing instructions is likely to be found in the
front desks group resume book
For front office accounts, charges are
increase to an account balance and are
entered on the left side of a T aacount.
If a company is having an event and their
employees need to charge on a bill their
charges most likely it will be on a non guest
folio
The front office staff process all transactions
that affect the balance of a guest account
while is in house.
Guest ledger need to be check to ensure
guest don’t exceed their approved limit
A posting error that was made during the
previous business day is done with an
allowance voucher
Cash payment of room charges is a
transaction posted to a guest folio
Due back is when a cashier pays out more
than he or she receives
Cash payment in full and direct billing are
methods of payment that require during the
check out a guest to sign a voucher
Check out and settlement is when a rooms
status changes from occupied to on change
If the credit card statement of a guest shows
an amount higher than what was shown on
the folio could be due to late charges
Compiling a mailing list is common use of a
guest history file
Employee retraining might be needed if there
are collection problems
Skippers result on unpaid guest account
balances
During the front office audit guest account
transactions are review at the front desk
against revenue center transaction.
Verify posted entries and balancing front
office accounts are functions of the front
office audit
Report production and file reorganization is
part of front office accounting system update
Systems update are perform daily
40/400
If I have 480 expected check outs and 60
overstay rooms my percentage of overstays
are 12.50%
60/480
The daily operations report is a summary of
the hotels financial activity during a 24 hour
period
Occupancy ratios measure the success of the
front office in selling guestrooms
Disaster planning is an area the hotels
managers often overlook
Capacity management is a method were
managers balance the risk of overbooking
against potential loss
If an hotel has 750 rooms, at 70%
occupancy, 375 of the 525 rooms sold are
normally occupied by more than one person
The multiple occupancy percentage would
be:
71.4%
An hotel has two types of single rooms type A
has 100 rooms sold with a rate of $90.00 and
type B 125 with a rate of $110.00
system flowchart
Room Rate Achievement
Factor can be obtained with
the following formula:
Actual Average Rate
Potential Average Rate
To get the RevPAR we can
use the following formulas
Formula #1
Actual Rooms Revenue
Available Rooms Revenue
Formula #2
Occupancy Percentage Average Daily Rate
Displacement occurs when a hotel accepts
group business at the expense of turning
away transient guests
Establishing minimum number of nights per
stay is a business transient tactic used during
high demand
High internal recruitment is practice when
properties select from their own employees to
develop future managers
Devil’s horns effects occurs when a single
negative trait of job applicant leads an
interviewer to evaluate everything the
applicant says
During orientation new employees should be
given a tour of the entire hotel
Job breakdown is a training tool that includes
a step by step explanation of how to perform
a task
This process can be used to evaluate
whether a property’s system procedures are
accurate and comprehensive
security audit
Prepare Present Practice and follow up is a
correct sequence of the four step training
method