Front Office UPDATED Actual Exam
Questions and CORRECT Answers
Types of hotels. - CORERCT ANSWER✔✔- Suite hotels
Commercial Hotels
Airport Hotels
Extended-stay hotels
Residential hotels
Resort hotels
Lifestyle hotels
Bed-and-breakfast hotels
Vacation ownership
Casino hotels
Conference hotels
Convention hotels
Alternative lodging properties
The key to delivering quality service in a hotel. - CORERCT ANSWER✔✔- Consistency.
Standards
Hotel designated floors. - CORERCT ANSWER✔✔- Executive floors
Function of a hotel management company - CORERCT ANSWER✔✔- organization that
operate properties owned by other. Have th eknow-how to run a hotel well.
Travel management companies. - CORERCT ANSWER✔✔- Large travle agencies with
large rate buying power
What influences hotels to stay at a certain hotel? - CORERCT ANSWER✔✔- Loyalty
program / Quality of service / cleanliness
, Certifies that building meet standards of energy efficiency, conservation and community
sensitivity. - CORERCT ANSWER✔✔- LEED Certification
A measurable goal for the front office. - CORERCT ANSWER✔✔- Increase the hotels
average occupancy level by 2% past previosu year / Increase the volume of repeat guests by
10% / Reduce average check-in and check-out times by two minutes / Respond to all guest
maintentance requests within one half hour
Reporting structure of a revenue manager. - CORERCT ANSWER✔✔- Works with sales and
reservations. Reports to director of sales and marketing
Functions of a reservations department. - CORERCT ANSWER✔✔- Maked, maintain and
cancel reservations
Functions of Uniformed Service personnel. - CORERCT ANSWER✔✔- Bell, door, valet,
transportation, concierge
Function of the sales and marketing division. - CORERCT ANSWER✔✔- ...
Working relationship of a hotel sales department and the revenue manager. - CORERCT
ANSWER✔✔- sales checks with revenue manager when approving rates for grouips
An alternative work scheduling practice. - CORERCT ANSWER✔✔- Flextime, compressed
work schedule, job sharing
Job specifications vs. job descriptions. - CORERCT ANSWER✔✔- A job description lists
all the tasks that are required of a work position. A job specification lists the personnel
qualities, skills, and traits an employee needs in order to successfully perform the tasks
outlined in the job description.
The largest single charge on a guest account. - CORERCT ANSWER✔✔- Room rate
The flow of business through a hotel. - CORERCT ANSWER✔✔- Pre-arrival, arrival,
occupancy and departure
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