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Front Office Management > Final > Flashcards

Final Flashcards

0
Q

Percentage of Occupancy

A

Number of rooms sold divided by the number of rooms available for sale

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1
Q

ADR (Average Daily Rate)

A

Total dollar room sales divided by the number of rooms sold

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2
Q

RevPar (Revenue Per Available Room)

A

Total dollar room sales divided by number of rooms available for sale.
(Measured in dollars)

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3
Q

Percentage of Double Occupancy

A

The number of guests minus the number of sold rooms all divided by the number of sold rooms.

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4
Q

Number of Employees per Guest Room

A

Number of employees divided by the number of rooms available for sale.

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5
Q

What is the largest hotel in the United States?

A

The Venetian

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6
Q

Forbes (Mobil), uses what kind of rating system?

A

The traditional star system is used.

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7
Q

AAA uses what kind of rating system?

A

The diamond rating system is used.

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8
Q

What is the European plan?

A

A method of quoting room rates where the charges include room accommodations only.

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9
Q

What is a American plan?

A

A method of quoting room rates where the charge includes room and three meals.

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10
Q

What is the Modified American Plan?

A

A method of quoting room rates in which the charge includes breakfast and dinners as well as the room.

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11
Q

What travelers are considered to be an INELASTIC market?

A

Business travelers because very little change in demand comes from a change in price.

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12
Q

What travelers are considered to be an ELASTIC market?

A

Leisure travelers because high rates discourage them and low rates attract them.

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13
Q

Does every adjoining room connect?

A

Obviously every connecting room adjoins but not every adjoining room connects.

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14
Q

Murphy Bed

A

A bed that folds up into the wall.

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15
Q

What rooms removed from availability can not be sold no matter what?

A

Out of inventory rooms.

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16
Q

What do early arrivals do to the number of expected arrivals?

A

They increase the number of expected arrivals.

17
Q

What do courts consider room reservations to be?

A

Courts consider them to be legal contracts.

18
Q

What hotel company unveiled the Sales Force One strategy?

A

The Marriott

19
Q

What are the different Yield Management Controls?

A

Boxing
Closed to arrival
Minimum length of stay

20
Q

What is the best reservation quality type to have?

A

Advanced deposit

21
Q

What does ASAE stand for?

A

The American Society of Association Executives

22
Q

The Pick-Up Rate

A

The actual number of rooms sold to convention delegates divided by the number of rooms originally blocked.

23
Q

The Attrition Factor

A

The remaining unsold delegate rooms divided by the number of rooms originally blocked.

24
Q

Who won the Malcolm Baldrige National Quality Award twice?

A

The Ritz-Carlton

25
Q

The ADA (Americans with Disabilities Act) is there for who?

A

The guest and employees.

26
Q

A 300 room hotel should have how many handicapped rooms?

A

8 handicapped rooms

27
Q

Less than what percentage of guests make complaints?

A

Less than 5%

28
Q

What does LEED stand for?

A

Leadership in Energy and Environmental Design

29
Q

The Building Cost Rate Formula

A

States that the average daily rate for a hotel should be $1 per &1,000 in construction cost.

30
Q

Master accounts are not city ledger accounts as long as what?

A

As long as the group is in the hotel.

31
Q

Dual entry accounting always requires what?

A

Requires equal dollar amounts of debits and credits

32
Q

Because hotels get so little currency the incident of counterfeit money is what at hotels?

A

The incident is higher at hotels.

33
Q

Who are the only guests that are asked to pay in full up front?

A

Cash paying customers

34
Q

What are the 3 Methods of Paying the bill?

A

Cash
Allowances
Transfers

35
Q

The excess of cash turn-in is also called what?

A 
Due bank
Due back
U-owe-me
Difference returnable 
Exchange
36
Q

What percentage do collection agency take of the amount collected?

A

They take 20% to 40%

37
Q

How do you determine if the cashier is over or short?

A

It is the difference between what the cashier should have in the cash drawer and what is actually in there.

38
Q

How do you calculate net receipts?

A

It is the difference between cash receivables and cash paid-outs

39
Q

The night audit is an audit of what accounts?

A

It’s an audit of accounts receivable

40
Q

Who are the only people who can do zip out check out?

A

The only ones allowed are credit card and direct bill.

Front Office Management (1 decks)

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