Ch 11: Functions of the Front Office Audit include:                                                                       

1. All the above
2. Verify posted entries to guest and non-guest accounts.
3. Balance all front office accounts.
4. Resolving room status and rate discrepancies
5. Generate operational and managerial reports.

Ch 11: The “End of the Day” at any hotel is:                                                                     

1. An arbitrary stopping point for the business day, so could be whatever time the particular hotel chooses.
2. 8:00 PM
3. 11:00 PM
4. 7:00 PM

Ch 11:  The following step or steps are common to the sequence of a front office audit:   

1. All the above
2. Complete outstanding postings.
3. Reconcile room status discrepancies.
4. Verify room rates.
5. Balance all departmental accounts.

Ch 11: The following step or steps are common to the sequence of a front office audit:    

1. All the above
2. Verify no-show reservations.
3. Post room rates and taxes.
4. Prepare reports.
5. Distribute reports.

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.

1. FALSE
2. TRUE

Ch 11: “In-balance report” is a report that identifies guests who are approaching an account credit limit.

1. TRUE
2. FALSE

Ch 11: A “Room Status Report” is a hotel report that allows front desk agents to identify vacant and ready rooms.

1. TRUE
2. FALSE

Ch 11: A “Room ______ Report” is a report listing any discrepancies between front desk and housekeeping room statuses.

1. Variance
2. Imbalance
3. Illogical

Ch 12: Regarding front office management, the process of front office management can be divided into specific management activities, which include:

1. All the above
2. Planning
3. Organizing
4. Coordinating
5. Staffing

Ch 12: More management activities on the part of the manager can include:                       

1. All the above
2. Leading
3. Controlling
4. Evaluating

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.

1. FALSE
2. TRUE

Ch 12: Front office employees are expected to sell rooms at the rack rate unless a guest qualifies for a discounted room rate.                                                                  

1. TRUE
2. FALSE

Ch 12: Special room rate categories include corporate or commercial rate, group rate, promotional rate, incentive rate, package rate.

1. TRUE
2. FALSE

Ch 12: The “_______ Formula Approach” to determine the minimum average room rate starts with desired profitability, adds income taxes and various overhead expenses.

1. Hubbart
2. Google

Ch 13: The concept of Revenue Management originated in the _______industry. 

1. airline
2. hotel
3. construction

Ch 13: The concept of Revenue Management in hotels dictates that the hotel sells the right product (guestrooms), banquets, ancillary services:

1. All the above
2. to the right customer (business, leisure, convention, or other guest)
3. on the right day (weekday, weekend)
4. for the right price (rack rate, corporate rate, group rate, government rate, or discount rate)

Ch 13: Front Office Managers have identified several benefits of revenue management, including:

1. All the above
2. Improved forecasting
3. Improved seasonal pricing and inventory decisions
4. Identification of new market segments
5. Identification of market segment demands

Ch 13: “REV-PAR” means revenue per available room.

1. TRUE
2. FALSE

Ch 13: A successful hotel Revenue Manager typically possesses skills including:                                  

1. All the above
2. operational skills to understand sources of revenue
3. analytical skills to understand revenue data
4. strategic skills to understand how market forces are likely to affect hotel booking trends
5. communication skills to be able to explain revenue processes and decisions with respect to short term and long term business projections

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:

1. All the above
2. Improves the morale of the promoted employee.
3. Improves the morale of other employees who see future opportunities for themselves.
4. Managers can better assess the abilities of internal recruits.
5. The cost of internal recruitment is lower than the cost of external recruitment.

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:

1. All the above
2. Internal recruiting promotes “”inbreeding”” and often discourages innovative thinking.
3. Internal recruiting can cause morale problems among those employees who were skipped over for promotion.
4. Internal recruiting can have political overtones, as some employees attribute internal promotions to friendships with managers and supervisors.

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.

1. TRUE
2. FALSE

Ch 14: Regarding interviewing questions, Front Office Managers can ask open-ended questions to gain more information than a standard response.

1. TRUE
2. FALSE

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.

1. TRUE
2. FALSE

Ch 14: Regarding new employee training, the four-step training method provides:

1. All the above
2. Prepare to train.
3. Present the training
4. Practice skills
5. Follow-up