HMT210 Final Test Review

Which of the following is a front office procedure that occurs during the departure stage of the guest cycle?

• checking for mail and messages

• updating the account aging schedule

• posting outstanding charges

• a and c

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

• the guest’s registration card and folio

• a questionnaire sent to past guests

• the front desk agent’s observations at check-out

• the front office log book and relevant group résumés

Which of the following reports does the executive use to schedule rooms for cleaning?

• occupancy report

• housekeeping status report

Which of the following is used to plan the work of the housekeeping department by specifying items cleaned and maintained by housekeeping staff?

• job breakdowns

• performance standards

• work orders

• area inventory lists

Which of the following planning tools helps the executive housekeeper specify the quality of work needed to clean or maintain items within a particular area of the hotel?

• performance standards

• a calendar plan of special cleaning projects

• an area frequency list

• productivity standards

Preparing a daily summary of the cash, check, and credit card activities that occurred at the front desk is the role of the:

• front office manager

• front office auditor

• accounting staff

All the accounts listed on a high-balance report are:

• guest and non-guest accounts that have reached or exceeded assigned credit limits

• non-guest accounts.

• guest accounts that are due to check out the next day

• guest accounts that have reached or exceeded assigned credit limits

Independent documentation by different hotel departments that verifies transactions posted to guest accounts enables the front office auditor to:

• monitor high-balance accounts

• reconcile front office accounts with revenue center and departmental records

• resolve room status discrepancies

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.

• corporate

• group

• rack

• package plan

Rate wars among the economy, rooms-only properties in a warm-weather destination area have resulted in paper-thin profit margins for most of the competing properties. This situation can result from a __________ approach to pricing.

• market condition

• rule-of-thumb

• Hubbart Formula

• cost mark-up