HFT4253 Fall 2016 Exam 2 (Lodging- McGinley)

A guest reserves two rooms for ten nights. What is the number of room nights reserved by the guest?
20
When is an information system considered to be an interfaced system?
When it shares its data electronically with another system.
What is true about the overbooking of hotel rooms?
It can result in walked guests.
What would be the impact of FOM instituting an effective upsell program in a hotel?
Increased levels of room revenue.
What is the industry term for a guest who makes a room reservation but fails to cancel or does not arrive at the hotel on the date of the confirmed reservation?
No-show
What is the lodging industry term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures?
Deep cleaning
What is true about a hotel room that is “on change”
It is vacant and not yet cleaned.
In a 150-room hotel with housekeeping labor costs of $8,000 and 2,500 rooms sold in a month, what would be the hotel’s housekeeping labor costs per occupied room for that month?
$3.20
What is a guest seeking to communicate with a “DND” sign placed on the outside of the guests’s door?
Do not clean this room now.
Who usually maintains the washers and dryers placed in a hotel’s guest laundry?
An outside vendor.
Maintenance that must be performed immediately to minimize damage to a hotel is referred to as:
Emergency maintenance
What do the initials “PM” refer to in a hotel maintenance department?
Preventive Maintenance
Which group of employees will most often initiate the largest numbers of work orders?
Housekeeping
Cleaning a dryer’s lint trap is an example of a PM activity. How often should it be performed?
Daily
Which type of water-related cost is most closely related to a hotel’s water usage costs?
Sewage costs
Where does the Front Office report to?
Director of Rooms
When does the day officially end at a hotel?
When the night audit starts
Why would a hotel want to outsource the valet?
Hotels do not want the liability of crashing cars
How many dining outlets are there at the Swan & Dolphin hotel?
17
What are the two parts of housekeeping?
Public Spaces & Guest Room Attendant
What is the average time to clean a hotel room?
30 minutes
What is the BEO?
Banquet Event Order
Clean and Vacant:
Ready for a guest
On Charge
Vacant but not clean
Who should be careful about blood born pathogens (HIV)?
Everyone
Which department of the hotel has the highest rate of injury?
Housekeeping
What is referred to as Terry?
Towels and Washcloths made of cotton
How much Par should a hotel have at all times?
3
What is the difference between a full service and limited service hotel?
A restaurant
What is the most profitable segment of Food & Beverage?
Banquets
Who is the second in charge of restaurant food?
Sous Chef
What is most important when planning a menu for customers?
The wants and needs of the customers
In a banquet situation, which type of service is the most profitable?
Buffet
What is a Reg-Card?
Registration Card
What is a Folio?
The guest’s bill- room rate, services or purchases, etc.
How many rooms does a housekeeping employee clean per day?
About 15 rooms
What is the name of the rate at which a room is sold when no discounts are offered to the room’s buyer?
Rack Rate
Which type of rate would a hotel offer an airline company that wishes to house one of its five-person flight crews every night for a period of one year?
Contract Rate
What does a STAR report evaluate?
A hotel’s sales and marketing team’s results in relation to those of other hotels
In the lodging industry, what is the meaning of the term “room mix”?
The ratio of room types in a hotel
A CVB is typically funded by what?
Hotel Occupancy Tax
What is the purpose of MSDS?
To inform/describe potential hazards and the best ways to handle chemicals or toxic substances
15 rooms in a shift consisting of 7 hours and an 1 hour break, what is the cleaning time in minutes per room?
28 minutes
Who uses MSDS?
Housekeeping
What is another lodging industry term for a “work order?
Maintenance Request
Which position would be a direct report to a hotel’s F&B director?
Banquet Manager
What is the purpose of an MSDS?
To help keep workers safe
Who has the greatest influence on the overall quality of service provided within a hotel?
A hotel’s general manager
What is the most important reason for properly maintaining trash removal areas?
The elimination of insects, rodents, and scavenging animals
The best menus are those that are developed based upon:
Guest preferences
What industry term is used to describe the protection of an individual’s or business’s property?
Security
What is true about bona fide occupational qualifications? (BOQs)
They may be used to prevent minors from serving alcohol
What is the type of dining in which each available menu item is sold for an individual price?
A la carte
Which of the following would be classified as a FF&E expense in a hotel?
New lights in the bath area of the hotel’s guestrooms
What is true about the cost of providing room service meals?
The cost is higher than that of providing dining room service.
To whom does the sous chef in a large hotel report?
Executive Chef
Which area would be considered public space in a hotel?
Hotel’s Pool Area
Whose job is it to back up the electronic data maintained by a hotel’s front office?
Night Auditor
Cleaning a dryer’s lint trap is an example of a PM activity. How often should it be performed?
Daily
What is true about annual budgets for seasonal hotels?
They match revenues and expenditures to busier and slower time periods.
In the lodging industry, what do the letters CRS stand for?
Central Reservation System
Which of the following would a hotel likely not link to its Website?
Competing Hotels in the Area
What is the industry term for a guest who makes a room reservation but fails to cancel it or does not arrive at the hotel on the date of the confirmed reservation?
No Show
What is the name of the system within a hotel that processes incoming, internal, and outgoing telephone calls?
PBX System (Private Branch Exchange)
What is the industry term for the computerized system used to record guest reservations, financial information, and other data related to the operation of a hotel’s front office?
GDS (General Distribution System)
What does it mean if a front desk agent posts a guest charge?
The agent has updated information on the guest folio.
In most cases, group room rates for a specific time period will be:
Higher than transient rates
What is the formula for RevPAR?
Occupancy % (x) ADR
What would be the impact of an FOM instituting an effective upsell program in a hotel?
Increased levels of room revenue.
What does it mean if a front desk agent has authorized a credit or debit card?
The agent has placed a “hold” on the card of a specific dollar amount.
Which tourism-related industry first developed the concept of yield management?
Airline Industry
What is the purpose of a folio?
To record guests’ purchase and payments during their stay.
What name is used to describe a group of competing hotels to which an individual hotel’s operating performance is compared?
Comp Set
Which of the following is a demand generator?
A college’s graduation weekend occurring near a hotel
What is a per diem?
A fixed amount paid for a guest’s daily travel expense
A brand-specific frequent guest program is an example of a:
Franchiser’s sales and marketing effort
What type of activity describes the act of placing an ad in the yellow pages of a telephone book?
Marketing activity
Which of the following would be considered a user-generated-content Website?
A website that allows a hotel’s guests to post reviews of their previous stays
What is true about transient travelers?
They are individual travelers
Assume that you are reading a STAR report about a hotel that you manage. What does a RevPar index of 85 indicate?
Your RevPAR is lower than that of your competitors.
Each of the following events would require one or more guest rooms. Which would be classified as SMURF business?
A reunion held for veterans of the Vietnam war
What type of activity describes a site tour?
Presale Activity
What is true about a marketing plan?
It is designed to meet a hotel’s sales goals
Which is the most important market for large convention hotels?
Group Market
How is a sales and marketing team best evaluated by a hotel’s general manager?
By improvement in objective evaluation measurements
What is the purpose of cold calling?
To qualify prospects
What id the difference between advertising and publicity?
Publicity is free
What is the name for the difference between the original number of rooms requested by a group and that group’s lower-than-requested actual room pick-up?
Attrition
Assume that you are reading a STAR report about a hotel that you manage. What does an ADR index of 110 indicate?
Your ADR is higher than that of your competitors
What does STAR stand for in the STAR report?
Smith Travel Accommodation Report
An Index score of 105 on the STAR report means:
You are better than the others
Who creates your comp set?
The Hotel Managment
When is your comp set created?
Before you open
What is a comp set?
The 4 or 5 hotels that are your closest competitors in the area
Which group of housekeeping employees should receive blood-borne pathogen training?
All housekeeping employees
In a housekeeping department, what is the role of the inspector?
To ensure guest room cleanliness
Which housekeeping-related term is not used by professional hoteliers?
Maid
What is true about a hotel room that is “on change”?
It is vacant and not yet cleaned
What is true about abandoned property?
It has been intentionally left behind
In a hotel with linen costs of $2,486 in the month of January and rooms sold of 1,130, what was the hotel’s linen cost per occupied room?
$2.20
Which of the following represents the correct order of procedures used in cleaning linens and terry products?
Sorting/Washing/Drying
What happens in a hotel’s OPL?
Laundry is processed
What is the normal par level in hotel laundry?
3 times the normal usage
What is true about mislaid property?
It has been unintentionally left behind
In a hotel guest room which is a potential source of the human immunodeficiency virus (HIV)?
Needles left by intravenous drug users
Who is responsible for making the distinction between mislaid, lost, and abandoned property?
The hotel’s executive housekeeper in keeping with hotel policies and procedures
What is an advantage of a CFL?
Reduced operational costs
What does a foot-candle measure?
Illumination Levels
What type of lamp works when a filament inside the lamp’s bulb is heated by electric current to produce light?
Incandescent lamp
What is the lodging term for the fans and mechanical systems required to move air through a hotel’s air ducts and to its vents?
Air Handlers
What is the approximate amount of money that hoteliers should contribute to a property’s FF&E reserve?
2-4% of Gross Revenues
After approximately how many years of operation should a hotel be refurbished?
5-10 years
What type of maintenance activity in a hotel would include lawn care, landscaping care and snow removal?
Routine
What is the lodging industry term used to identify the wages and benefits, replacement parts, and contract services used to operate a maintenance and engineering department?
POM
What best describes a hotel’s chief engineer?
The person who is in charge of the hotel’s maintenance department
For which item below would a “replace as needed” program be best?
Water Pumps
Which of the hotel’s costs would be lowered the most if the hotel implemented a successful source reduction program?
Waste Disposal Costs
What happens to a hotel’s POM costs as a hotel ages?
POM costs increase
What is true about food served in the traditional French style?
It is prepared and cooked at the guest’s table
Which types of food items have labor “built in” to their prices?
Scratch Items
What is true about a hosted bar?
The host pays the hotel for beverages consumed by guests
In a hotel food operation, what is meant by the term “batch cooking”?
Making all needed menu items over a period of time and in small quantities
What is the industry term for a form used by sales and food production personnel to detail the food and service requirements of a banquet?
BEO
Which of the following is not a demographic factor of a guest?
Personality type
What is the food service term for the amount of money remaining from a food sale after subtracting the item’s cost from its selling price?
Contribution Margin
What is the term describing the stealing of small quantities of something over a period of time?
Pilferage
What is true about food served in the traditional Russian style?
It is placed on service ware in the kitchen, brought to the guests’ table by servers, and then portioned onto the guests’ plate
In a hotel dining room with total revenue of $1,150 and 85 guests served, what would be the hotel’s check average?
$13.53
From what language does the kitchen term “mise en place” originate?
French
What term is used to describe the relationship between the amount paid for an item and the item’s perceived quality?
Value
When would a hotel guest be charged a corkage fee?
When guests bring in their own bottles of alcohol for consumption at a hotel function