ROOMSDIV- Long Quiz #1

Question 1

• composed of departments and functions,
• plays essential roles in providing the service guests expect during a hotel stay.

Answer 1

rooms division

Question 2

a room specifically divided in a hotel, it may include housekeeping, concierge, porter and sometimes front and back office as well.

Answer 2

hotel room division

Question 3

TRUE/FALSE: The structure of the hotel will vary from hotel to hotel. The variation can be caused by differences in the size of hotel, types, and level of service and the organization of the management.

Answer 3

TRUE

Question 4

The departments are under the control of the _____.

Answer 4

rooms division manager/ manager of rooms

Question 5

• responsible for the efficient and effective leadership and operation of all the rooms division
• knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.

Answer 5

rooms division manager

Question 6

RD Manager’s knowledge includes a complete understanding of hotel operations, specifically:

Answer 6

1. front office
2. housekeeping
3. basic accounting procedures

Question 7

four (4) duties of RDM:

Answer 7

1. supervision of employees
2. coordinate with other departments
3. maintain responsibility for staffing
4. supervise payroll

Question 8

rooms division- departments:

Answer 8

1. FO
2. reservations
3. housekeeping
4. concierge
5. guest services (bell s &ervice valet)

Question 9

• considered the hub or nerve center of the hotel
• the department that makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service

Answer 9

front office

Question 10

four (4) primary activities of front office operations:

Answer 10

1. check-in
2. information
3. check-out

Question 11

responsible for enhancing guest services by constantly developing services to meet guests needs.

Answer 11

front office manager

Question 12

responsibilities of FOM:

Answer 12

• review arrival and departures
• review VIP list
• review scheduling weekly

Question 13

basic functions of the clerk includes handling the rooming and cashiering duties

Answer 13

front desk clerk

Question 14

____must be able to work under pressure.

Answer 14

front desk clerk

Question 15

___ waits until the hotel quiets down at about 1:00 AM and begins the task of balancing the guest’s accounts receivables.

Answer 15

night auditor

Question 16

duties of night auditor:

Answer 16

• post any charges from evening shift
• pass discrepancies
• reconcile POS

Question 17

refers to an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time.

Answer 17

reservation

Question 18

The reservations department is headed by the ____ who is the same level as the FOM and reports directly to the RDM/ Director of Sales

Answer 18

reservations manager

Question 19

the first contact for the guest or person taking the reservation for the guest.

Answer 19

reservation

Question 20

The reservation department generally works from ___

Answer 20

8AM to 6PM

Question 21

reservations originate from a variety of sources:

Answer 21

• telephone
• corporate
• travel agents
• internet
• meeting planners
• tour operators

Question 22

reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax.

Answer 22

confirmed reservation

Question 23

two (2) types of reservations:

Answer 23

1. confirmed reservation
2. guaranteed reservation

Question 24

refers to a reservation where the clients pays for the first night prior to his or her arrival. This may be in the form of a credit card number or receipt of the first day’s payment.

Answer 24

guaranteed reservation

Question 25

type of reservation not paid in advance and the room is held until a specified time (usually 6:00 P.M.) on the date of arrival.

Answer 25

regular reservation (non-guaranteed)

Question 26

- the process of allocating the right type of capacity to the right kind of customer at the right price. - taken from airline industry

Answer 26

yield management

Question 27

yield management consists of two (2) separate but related parts:

Answer 27

1. room inventory management (desk staff) 2. pricing (hotel management)

Question 28

under yield management, although each hotel chain has a different variation of it, the goal is the same for all- _______.

Answer 28

to obtain maximum occupancy at maximum rates

Question 29

it is a vital part of the smooth running of the hotel.

Answer 29

telephone exchange section

Question 30

The telephone exchange section is a vital part of the smooth running of the hotel. Guests often have their first contact with the hotel by _____.

Answer 30

telephone

Question 31

TRUE/ FALSE: the telephone exchange section is a profit center because hotels generally add a 60% charge to all long-distance calls placed from guest rooms.

Answer 31

FALSE (60%- 50%)

Question 32

this department is headed by a guest services manager who may also happen to be the bell captain. The people in these positions usually receive gratuities or tips from guests for their services.

Answer 32

guest service department/ uniformed staff

Question 33

the guest service department is headed by a guest services/ uniformed services manager who may also happen to be the _____.

Answer 33

bell captain

Question 34

- they are the hotel’s unofficial greeters - they have so much guest contact, they need a pleasant, outgoing personality.

Answer 34

door attendants/ doorman

Question 35

______ is a uniformed employee of the hotel who has their own separate desk in the lobby or on special concierge floors. The concierge is a separate department from the front office, room clerks, and cashiers.

Answer 35

concierge

Question 36

bellman responsibilities:

Answer 36

- escort guests to the elevator and deliver luggage - explain room features - assists concierge staff

Question 37

their basic function is ensuring a high degree of guest satisfaction and return, in an atmosphere of hospitality. Does so in a dignified, positive, friendly manner and complete each guest request to the highest standard.

Answer 37

concierge department

Question 38

- responsible for the cleanliness, appearance, and condition of the entire hotel - this includes the public areas - the largest department in terms of member of people employed.

Answer 38

housekeeping

Question 39

- responsible for maintaining a smooth and efficient flow of operations of the housekeeping department - see to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies

Answer 39

executive housekeeper

Question 40

their basic functions include: - direct and control rooms keeping activities - ensure conformity to rooms, keeping standards and policies

Answer 40

supervisors/ checkers

Question 41

basic function is to attend to the maintenance and upkeep of all guestrooms and service areas assigned to them

Answer 41

room attendant

Question 42

Responsible for washing and drying of guest laundry and hotel linens such as bed sheets, pillowcases, towels, table cloths and napkins

Answer 42

laundry personnel

Question 43

___ is responsible for maintaining security alarm system and implementing procedures aimed at protecting the personal property of guests and employees and the hotel itself.

Answer 43

security division