Hospitality 303 - Front Office Operations » 2019 » Quiz 3

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Question #1
Ch 11: Functions of the Front Office Audit include:
A.   Balance all front office accounts.
B.   Verify posted entries to guest and non-guest accounts.
C.   Resolving room status and rate discrepancies
D.   Generate operational and managerial reports.
E.   All the above
Question #2
Ch 11: The "End of the Day" at any hotel is:
A.   7:00 PM
B.   11:00 PM
C.   8:00 PM
D.   An arbitrary stopping point for the business day, so could be whatever time the particular hotel chooses.
Question #3
Ch 11:  The following step or steps are common to the sequence of a front office audit:
A.   Verify room rates.
B.   Balance all departmental accounts.
C.   Reconcile room status discrepancies.
D.   Complete outstanding postings.
E.   All the above
Question #4
Ch 11: The following step or steps are common to the sequence of a front office audit:
A.   Verify no-show reservations.
B.   All the above
C.   Prepare reports,
D.   Post room rates and taxes.
E.   Distribute reports.
Question #5
Ch 11: "Bucket check" is NOT the night auditor's check of room rate postings on guest folios against the housekeeping department's report of occupied rooms and the hotel's registration records.
A.   FALSE
B.   TRUE
Question #6
Ch 11: "In-balance report" is a report that identifies guests who are approaching an account credit limit.
A.   TRUE
B.   FALSE
Question #7
Ch 11: A "Room Status Report" is a hotel report that allows front desk agents to identify vacant and ready rooms.
A.   TRUE
B.   FALSE
Question #8
Ch 11: A "Room ______ Report" is a report listing any discrepancies between front desk and housekeeping room statuses.
A.   Variance
B.   Imbalance
C.   Illogical
Question #9
Ch 12: Regarding front office management, the process of front office management can be divided into specific management activities, which include:
A.   Organizing
B.   All the above
C.   Staffing
D.   Planning
E.   Coordinating
Question #10
Ch 12: More management activities on the part of the manager can include:
A.   Evaluating
B.   Leading
C.   Controlling
D.   All the above
Question #11
Ch 12: The hotel term "rack rate" is NOT the rate that is posted for anyone to see. It is NOT the rate that every guest pays unless the guest qualifies for any discount.
A.   FALSE
B.   TRUE
Question #12
Ch 12: Front office employees are expected to sell rooms at the rack rate unless a guest qualifies for a discounted room rate.
A.   FALSE
B.   TRUE
Question #13
Ch 12: Special room rate categories include corporate or commercial rate, group rate, promotional rate, incentive rate, package rate.
A.   TRUE
B.   FALSE
Question #14
Ch 12: The "_______ Formula Approach" to determine the minimum average room rate starts with desired profitability, adds income taxes and various overhead expenses.
A.   Google
B.   Hubbart
Question #15
Ch 13: The concept of Revenue Management originated in the _______industry.
A.   construction
B.   hotel
C.   airline
Question #16
Ch 13: The concept of Revenue Management in hotels dictates that the hotel sells the right product (guestrooms), banquets, ancillary services:
A.   on the right day (weekday, weekend)
B.   to the right customer (business, leisure, convention, or other guest)
C.   All the above
D.   for the right price (rack rate, corporate rate, group rate, government rate, or discount rate)
Question #17
Ch 13: Front Office Managers have identified several benefits of revenue management, including:
A.   Improved forecasting
B.   Identification of market segment demands
C.   Improved seasonal pricing and inventory decisions
D.   All the above
E.   Identification of new market segments
Question #18
Ch 13: "REV-PAR" means revenue per available room.
A.   FALSE
B.   TRUE
Question #19
Ch 13: A successful hotel Revenue Manager typically possesses skills including:
A.   strategic skills to understand how market forces are likely to affect hotel booking trends
B.   communication skills to be able to explain revenue processes and decisions with respect to short term and long term business projections
C.   All the above
D.   operational skills to understand sources of revenue
E.   analytical skills to understand revenue data
Question #20
Ch 14: Regarding managing Human Resources involves recruiting for the best employees, whether they are internal candidates or external candidates. Advantages of Internal Recruiting include:
A.   Improves the morale of the promoted employee.
B.   Managers can better assess the abilities of internal recruits.
C.   Improves the morale of other employees who see future opportunities for themselves.
D.   The cost of internal recruitment is lower than the cost of external recruitment.
E.   All the above
Question #21
Ch 14: Regarding managing Human Resources, this involves recruiting for the best employees, whether they are internal candidates or external candidates. Disadvantages of Internal Recruiting include:
A.   All the above
B.   Internal recruiting promotes "inbreeding" and often discourages innovative thinking.
C.   Internal recruiting can have political overtones, as some employees attribute internal promotions to friendships with managers and supervisors.
D.   Internal recruiting can cause morale problems among those employees who were skipped over for promotion.
Question #22
Ch 14:  Regarding evaluating applicants, generally the Front Office Managers evaluate job applicants by reviewing completed applications, checking applicant's references, and interviewing selected applicants.
A.   TRUE
B.   FALSE
Question #23
Ch 14: Regarding interviewing questions, Front Office Managers can ask open-ended questions to gain more information than a standard response.
A.   TRUE
B.   FALSE
Question #24
Ch 14: Regarding new employee orientation, a new employee should be given an "Orientation" when they arrive for their first day of work. The Orientation should include the hotel's history, benefits, working conditions, the job's tasks, and more.
A.   TRUE
B.   FALSE
Question #25
Ch 14: Regarding new employee training, the four-step training method provides:
A.   All the above
B.   Prepare to train.
C.   Present the training
D.   Practice skills
E.   Follow-up

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