Question 1

Technology is a current advantage to group forecasting?

Accepted Answer

A) True 
 B)False

Question 2

According to the authors, mastering length-of-stay patterns may be the most rewarding of yield-management functions.

Accepted Answer

A) True 
 B)False

Question 3

A _________ is a simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed.

Accepted Answer

A)   Trip log
B)   Logbook
C)   Diary
D)   Binder
E)   Rack

Question 4

According to the article, a strong way of building employee loyalty is by spending time with the employees.

Accepted Answer

A) True 
 B)False

Question 5

Why should a front office manager meet with his/her associates during the day?

Accepted Answer

A)   It allows the FOM to get a pulse of what is going on in the organization.
B)   It helps build a relationship within the team.
C)   It helps to identify the challenges that the FOM may not be aware of.
D)   All of the above.
E)   Only b and c

Question 6

industry experts see the integration of CRM and RM as one of the areas with the most potential for the future of RM?

Accepted Answer

A) True 
 B)False

Question 7

The goal of yield management is to never turn away a potential guest.

Accepted Answer

A) True 
 B)False

Question 8

Once a bell person is hired, proper training is important. Which of the following was not listed as a key area to include in the bellstaff training rotation?

Accepted Answer

A)   Front desk
B)   Linen
C)   Housekeeping
D)   Loss prevention
E)   Restaurant menu+

Question 9

The most common length-of-stay statistic used in the hospitality industry is the potential length of stay.

Accepted Answer

A) True 
 B)False

Question 10

Garry Dickover gives a number of reasons why it is important to have a pre-shift meeting with his staff. Which of the following reasons was not given in the article?

Accepted Answer

A)   It is a time where the front office manager has everyone together.
B)   Garry Dickover is able to inform his employees of what is going on for the day.
C)   It is a time for the employees to put in requests for time off.
D)   It gives the FOM a chance to share with the employees the standards that the company has set.
E)   The FOM and the employees are given the opportunity to discuss how they can apply the standards to the customers.

Question 11

In the original Withiam article on concierges 1983) , there were about forty members in Les Clefs d' Or USA. In 2003, there were ______ concierge members in LCD USA.

Accepted Answer

A)   150
B)   200
C)   300
D)   450
E)   600

Question 12

According to the author, a good manager is one who pays a great amount of attention to the financial statements, even if this means neglecting the employees.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is not considered one of the key areas of the front office operation?

Accepted Answer

A)   Bellstand
B)   Front desk
C)   Housekeeping
D)   Guest relations
E)   All of the above are key areas of the front office operation

Question 14

How are restaurants able to increase revenues, according to the article?

Accepted Answer

A)   By serving take-out food
B)   Catering private parties off-premise
C)   Adjusting the menu mix
D)   Developing unique reward systems for servers
E)   All of the above

Question 15

Relationship building is a critical function of a front office manager's daily duties.

Accepted Answer

A) True 
 B)False

Question 16

According to the article, which of the following characteristics should a manager look for when hiring a potential bellstaff?

Accepted Answer

A)   A positive attitude
B)   Extremely intelligent
C)   Articulate
D)   All of the above
E)   Only a and c

Question 17

Which of the following groups was not listed in the article as benefiting from enhanced profits?

Accepted Answer

A)   Guests
B)   Vendors
C)   Employees
D)   Management
E)   Shareholders and investors

Question 18

According to the article, why should the front office manager make it a point to greet the staff and wish them a good morning?

Accepted Answer

A)   It sets the stage for the remainder of the day.
B)   It gives the employees the opportunity to express any concerns they may have for the day.
C)   It makes the employees feel good.
D)   All of the above.
E)   Only a and c

Question 19

A disadvantage to having a centralized RM team is that the costs associated with RM is distributed over several properties.

Accepted Answer

A) True 
 B)False

Question 20

A property's yield management objective is to sell out the hotel as far in advance to the arrival date in order to ensure high revenue and potential profit.

Accepted Answer

A) True 
 B)False

Exam 4: Operations: Rooms

A property's yield management objective is to sell out the hotel as far in advance to the arrival date in order to ensure high revenue and potential profit.

Correct AnswerverifiedShow Answer

Technology is a current advantage to group forecasting?

Correct AnswerverifiedShow Answer

According to the article, why should the front office manager make it a point to greet the staff and wish them a good morning?

Correct AnswerverifiedShow Answer

A disadvantage to having a centralized RM team is that the costs associated with RM is distributed over several properties.

Correct AnswerverifiedShow Answer

The goal of yield management is to never turn away a potential guest.

Correct AnswerverifiedShow Answer

Relationship building is a critical function of a front office manager's daily duties.

Correct AnswerverifiedShow Answer

Once a bell person is hired, proper training is important. Which of the following was not listed as a key area to include in the bellstaff training rotation?

Correct AnswerverifiedShow Answer

Which of the following groups was not listed in the article as benefiting from enhanced profits?

Correct AnswerverifiedShow Answer

Why should a front office manager meet with his/her associates during the day?

Correct AnswerverifiedShow Answer

According to the authors, mastering length-of-stay patterns may be the most rewarding of yield-management functions.

Correct AnswerverifiedShow Answer

A _________ is a simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed.

Correct AnswerverifiedShow Answer

Which of the following is not considered one of the key areas of the front office operation?

Correct AnswerverifiedShow Answer

industry experts see the integration of CRM and RM as one of the areas with the most potential for the future of RM?

Correct AnswerverifiedShow Answer

According to the author, a good manager is one who pays a great amount of attention to the financial statements, even if this means neglecting the employees.

Correct AnswerverifiedShow Answer

How are restaurants able to increase revenues, according to the article?

Correct AnswerverifiedShow Answer

The most common length-of-stay statistic used in the hospitality industry is the potential length of stay.

Correct AnswerverifiedShow Answer

According to the article, which of the following characteristics should a manager look for when hiring a potential bellstaff?

Correct AnswerverifiedShow Answer

According to the article, a strong way of building employee loyalty is by spending time with the employees.

Correct AnswerverifiedShow Answer

Garry Dickover gives a number of reasons why it is important to have a pre-shift meeting with his staff. Which of the following reasons was not given in the article?

Correct AnswerverifiedShow Answer

In the original Withiam article on concierges 1983) , there were about forty members in Les Clefs d' Or USA. In 2003, there were ______ concierge members in LCD USA.

Correct AnswerverifiedShow Answer

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