FOOM- Midterms (FO Accounting & Night Audit) Flashcards
1
Q
tracks, records, and manages the financial transaction of the business together with its customer and clients
A
accounting unit
2
Q
- the department to manage the hotel’s expenses and revenues
- provides a clear view of the business’ financial statement
A
finance department
3
Q
it is a systematic process wherein the front office accounting staff identifies, records, measures, classifies, verifies, summarizes, interpret, organizes, and communicates financial information for a hotel business.
A
FO accounting
4
Q
FO account is similar to
A
block- T
5
Q
TRUE/ FALSE: charges are entered in the left side, while payments are keyed in at the right
A
TRUE
6
Q
TRUE/ FALSE: charges are entered in the right side, while payments are keyed in at the left
A
FALSE (charges- L) (payments- R)
7
Q
objectives of accounting system:
A
- handles transaction between guest and hotel accurately
- track transaction throughout guest’s occupancy
- monitor guest’s credit limit
- avoid possibility of fraud
- organize and report transactional information
8
Q
statement of all transaction that has taken place in a single account
A
folio
9
Q
TRUE/ FALSE: The back office staff records all the transactions between the guest and the hotel on the folio.
A
FALSE (back office- front office)
10
Q
TRUE/ FALSE: folio is opened with zero initial balance
A
TRUE
11
Q
TRUE/FALSE: balance in a folio increases or decreases depending upon the transactions.
A
TRUE
12
Q
TRUE/ FALSE: upon check-in, the folio balance must return to zero on settlement of payment
A
FALSE (check in- check out)
13
Q
the process of recording the entries on the folio which includes all transactions of the guest during his stay.
A
posting
14
Q
two basic types of posting:
A
- debit (charges)
- credit (payment)
15
Q
- reduce the guest’s outstanding balance
- these entries include complete or partial payment, or adjustments against tokens.
A
credit
16
Q
- increase the outstanding balance in the guest account
- these entries include charges from restaurant, room-service, health spa, laundry, telephone, and transportation.
A
debit
17
Q
two ways- account settlement:
A
- by guest
- as by organization
18
Q
- the guest settles all expense incurred during his stay
- settlement of dues may be done prior or during check-out
A
by guest
19
Q
- program payment method
- all incurred expense during guest stay will be shouldered by the company
- takes place if there is a prior arrangement between the company and the hotel
A
as by organization
20
Q
six (6) different program methods offered by a hotel:
A
- local currency
- foreign currency
- account settlement using traveler’s check
- debit
- credit
- combined account settlement
21
Q
a guest may pay in local currency. One example in Philippines guest local or international pay in Peso.
A
account settlement in local currency
22
Q
wherein a guest may pay in foreign currency however there is a minimal charge of 3% to 6% in the total payable.
A
account settlement in foreign currency
23
Q
- guest may pay through check
- personal checks may be discouraged by hotels for safety reason because it may be a bounce back check meaning there is sufficient fund in the guests account
- company checks are accepted
A
account settlement in traveler’s check
24
Q
guest may pay with the use of a debit card by swiping the debit card in the hotels payment terminal. Using debit card will automatically deduct the amount payable in your card.
A
debit card
25
- guest may use the company credit card or his personal credit card
- an identification card is needed to validate if the credit card holder is the owner to avoid trouble and fraud in the future.
credit card
26
guest may pay half as cash and the remaining balance as credit card.
combined account settlement
27
it is where the hotel's financial administration starts
FO department
28
TRUE/ FALSE: Proper posting of charges and payments is highly important for this will greatly affect night audit procedures.
TRUE
28
TRUE/ FALSE: financial administration is a responsibility shared with the finance department and marketing and sales department of the hotel
FALSE (marketing and sales- FO department)
29
TRUE/ FALSE: Wrong posting of charges and payments would affect the financial statement of the hotel. That is why accuracy is of importance.
TRUE
29
an integral employee in the operations of an accommodation.
night auditor
30
time range of graveyard shift
11PM- 7:30AM
30
TRUE/ FALSE: The Night Auditor is an integral employee in the operations of an accommodation. It is the 2nd shift of the day, typically in the graveyard shift.
FALSE (2nd 3rd)
31
two (2) chief roles of night auditor:
1. manage front desk operations during shift
2. undertaking end-of-day auditing and balancing procedures
32
means to formally review or examine documents
audit
33
four (4) roles of night audit
1. compile, balance, and review transactions
2. post accommodation
3. produce reports
4. perform operational duties
34
- all posted entries are verified and correct.
- discrepancies are found and rectified.
- all revenue is accounted for.
- guest credit limits are managed.
compile, balance, and review transactions
35
- checking and verifying all financial transactions
- this process is completed just before the close of day, commonly between
midnight to 2am.
posting accommodation
36
recommending entertainment areas, assisting with luggage, retrieving cars, reserving transport, delivering newspapers, performing wake up call.
night auditor- porter
36
checking in and checking out guests, answering the telephones, responding to guest complaints, exchanging foreign currency.
night auditor- reception
37
handling inquiries, checking availability, quoting prices, taking reservations, reconfirming bookings.
night auditor- reservations
38
responding to housekeeping requests, making up additional bedding, assisting with in room equipment malfunctions, light cleaning duties.
night auditor- housekeeping
39
preparing and cooking items from the overnight menu, dispensing drinks, delivering orders, processing charges.
night auditor- F&B
40
overseeing safety and security of in-house patrons, issuing keys, controlling entrances after hours, perimeter patrolling, handling intoxicated patrons, assisting to close outlets, handling noise complaints.
night auditor- security
41
four (4) process in performing night audit
1. shift preparation
2. auditing
3. closing end-of-day
4. preparing reports
42
involves the following:
- briefing, turnover of master key, cash float
- number of reservations to arrive
- are there any pre-registered guests to be expected?
- issues/ complaints from guests
- overview of what's happening in the venue's outlets
shift preparation
43
seven (7) steps in auditing
1. receive outlet's documentation
2. balance all departments
3. register late arrivals
4. confirm room rates
5. adjust house counts
6. review high balance accounts
7. verify city ledger invoices
44
this is undertake at 2AM rather than at midnight because some revenue outlets may be open and the venue's financial transactions take time to balance
close of day/ night audit
45
TRUE/ FALSE: night audits happen at 2AM than midnight because customer activity may be low
FALSE (low- high)
46
TRUE/ FALSE: you cannot proceed with night audit if there are in-house guests with missing data in the "country" field
TRUE
47
TRUE/ FALSE: you cannot proceed with night audit if arrivals are not registered and departures are not check out from the day
TRUE
48
TRUE/ FALSE: you cannot proceed with night audit if there are cashiers who have not closed their shift that day.
TRUE
49
preparing reports
- all payment totals (CC, cash, deposit)
balance of every guest and non-guest accounts
- amount of group rooms and complimentary rooms
50
preparing reports: proper format
1. average room rate:
2. occupancy percentage:
3. all outlets revenue totals:
1. average room rate: (D/M/Y)
2-3. occupancy percentage and all outlets revenue totals: (D/MY)
51
During the remainder of night audit shift you can:
- take dinner break
- conduct security patrol
- check on on other overnight staff
- perform wakeup calls
- receive early morning deliveries
52
It is the way you use manners to represent yourself and your business to customers via telephone communication
Phone Etiquette
53
ten (10) telephone etiquette tips
1. be prepared
2. answer professionally
3. putting a caller on hold
4. control the conversation
5. take accurate messages
6. avoid mouth noises
7. give the caller your undivided attention
8. be sincere
9. give spoken feedback signals
10. leave a good last impression
54
to be prepared, one must have a ____ and ___ kept handy for quick reference
frequently called number list
local telephone directory
55
to answer professionally, use these four (4) answering courtesies:
greet caller
state department
introduce
offer help
56
when greeting the caller, use ___ such as greetings or "thank you for calling."
buffer words
57
TRUE/ FALSE: use of a last name may also be acceptable when:
- established good rapport
- called by your first name
- familiar with caller
FALSE (last name- first name)
58
no. 1npet peeve of callers is called
the hold
59
TRUE/ FALSE: When placing a caller on hold you should always ask for permission and then wait for an answer.
TRUE
60
Keep the caller on track. If the conversation begins to sway, ask a related question to steer the caller back to the issue at hand. Do not be afraid to use a direct approach.
control the conversation
61
most important rule when taking a message:
never shorten the message (avoid miscommunication)`
62
result of improper message taking
miscommunication
63
a good message include these three:
1. whom message is for
2. caller's name
3. date and time
64
TRUE/ FALSE: the mouthpiece on the telephone is a microphone. talk with mouth, not the neck
TRUE
65
to give the caller your undivided attention, avoid ____ while talking on the telephone. Your party deserves your full attention.
side conversations
66
When you answer the telephone, you become your _____. The caller will judge your company by how well you treat him/her. Show
company's representative
67
Giving ___ feedback signals shows your caller that you are paying attention.
spoken
68
It is a Spelling Alphabet, a set of words used instead of letters in oral communication, like in the hotel setting.
phonetic alphabet
69
TRUE/ FALSE: Each 26 words ("code word") stands for its last letter (alphabetical "symbol").
FALSE (last- initial)
70
A
B
C
D
E
ALPHA
BETA
CHARLIE
DELTA
ECHO
71
F
G
H
I
J
FOXTROT
GOLF
HOTEL
INDIA
JULIETT
72
K
L
M
N
O
KILO
LIMA
MAMA
NILE
OSCAR
73
P
Q
R
S
T
PAPA
QUEBEC
ROMEO
SIERRA
TANGO
74
U
V
W
X
Y
Z
UNIFORM
VICTOR
WHISKEY
X-RAY
YANKEE
ZULU
