HTMP 1 - Chapter 7

All of the following are areas of a hotel with which the front office staff regularly interacts EXCEPT:

• Housekeeping

• Offsite shopping outlets

• Local food and beverage outlets

• Transportation providers

This area of the hotel is responsible for providing a clean sanitary place to stay.

• Security

• Engineering

• Sales and Marketing

• Housekeeping

Having a network of resources within the ________________, along with the skill of reading the guest, makes it possible to offer options most likely to meet guest expectations.

• Local Community

• Statewide Area

• Geographic region

• Property

The front office operation is headed up by the:

• Manager on Duty

• Front Office Manager

• Front Office Supervisor

• Front Desk Manager

The front office manager is responsible for:

• Planning

• Organizing

• Leading

• All of the above

The rooms division consists of two departments:

• Housekeeping and engineering

• Security and front office

• Housekeeping and the front office

• Front office and engineering

In a full-service property, the room supervisor works under the direct supervision of the ___________.

• Front office manager

• Executive housekeeper

• Human resources director

• None of the above

In a limited-service property, what is the general manager responsible for overseeing?

• Housekeeping

• Food and beverage

• Front office

• All of the above

The front office manager works with security, department managers, and the general manager in the planning and management of incidents like power failures, floods and fires. This is known as:

• Disaster planning and management

• Disaster planning and mapping

• Disaster placement and mapping

• Disaster placement and management

The front office manager sets financial goals through forecasting occupancy, average daily rate (ADR), revenue per available room (RevPAR), and other statistical formulas. This is known as ___________.

• Leadership

• Guest service

• Revenue management

• Green practices