Lesson 1

Question 1

composed of departments and functions, which play 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

• Responsible to the General Manager 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 3

Rooms division manager

Question 4

• Responsible to the General Manager for the efficient and effective leadership and operation of all the rooms division.

• Room division manager’s knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.

Answer 4

Rooms division manager

Question 5

THE ROOMS DIVISION CONSISTS OF THE FOLLOWING DEPARTMENTS:

Answer 5

• Front office
• Reservations
• Housekeeping
• Concierge
• Guest services
• Bell service
• Valet

Question 6

considered the hub or nerve center of the hotel. It is 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 6

Front office

Question 7

refers to a process by which people become guests in a lodging establishment.

takes place in a reception area or front desk. Here, guests register, are assigned accommodations, and pick up keys for these accommodation.

Answer 7

Check-in

Question 8

The goal of the ___________ activity in a hotel or motel is to serve the
special needs of guests and employees for information about Guests & Goods and services

Answer 8

Information

Question 9

refers to a process by which guests terminate their status as guests of a lodging establishment. The goal of check out activity in hotels motels, and other lodging is to accomplish this process.

During ___________ , guests surrender the keys, verify the accuracy of their bills, and settle their accounts.

Answer 9

Check-out

Question 10

Guest accounts may be settled in two basic methods by some form of:.

Answer 10

cash or by credit card

Question 11

____________ is responsible for enhancing guest services by constantly developing services to meet guests needs. e.g. having a guest service associated greet guests as they arrive at the hotel, escort them to the front desk, and then personally allocate the room and take the guest and luggage to the room.

Answer 11

The Front office manager

Question 12

In charge of rooming ang cashiering duties

Welcomes and registers arriving guests: Presents statements and collects payments

Answer 12

Desk Clerk

Question 13

Other terms for desk clerk

Answer 13

DESK ATTENDANT, RECEPTIONIST, OR ROOMS AGENT

Question 14

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

Answer 14

Night auditor

Question 15

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

Answer 15

Reservation

Question 16

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

Answer 16

Reservation

Question 17

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

Answer 17

Confirmed reservation

Question 18

refers to a reservations 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 18

Guaranteed reservation

Question 19

refers to a reservations 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 19

Guaranteed reservation

Question 20

is the process of allocating the right type of capacity to the right kind of customer at the right price.

Answer 20

Yield management

Question 21

Yield management CONSISTS OF TWO SEPARATE BUT RELATED PARTS:

Answer 21

Room inventory management is handled by the desk staff

Pricing by the hotel’s management

Question 22

Goal of yield management

Answer 22

to obtain maximum occupancy at maximum rates.

Question 23

Goal of yield management

Answer 23

to obtain maximum occupancy at maximum rates.

Question 24

The _____________ is headed by a guest services manager who may also happen to be the bell captain. The staff consists of door attendants and bell persons and the concierge – although in some hotels the concierge reports directly to the front office manager. People in these positions usually receive gratuities or tips from guests for their services.

Answer 24

guest service department or uniformed staff

Question 25

The _____________ is headed by a guest services manager who may also happen to be the bell captain. The staff consists of door attendants and bell persons and the concierge – although in some hotels the concierge reports directly to the front office manager. People in these positions usually receive gratuities or tips from guests for their services.

Answer 25

guest service department or uniformed staff

Question 26

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

Answer 26

Door attendants

Question 27

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

Answer 27

The concierge

Question 28

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

Answer 28

The housekeeping department

Question 29

• 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 29

Executive housekeeper

Question 30

Basic function:
• Directs and controls rooms keeping activities
• Ensure conformity to prescribed rooms keeping standards and policies

Answer 30

Checkers/ supervisor

Question 31

• Attend to the maintenance and upkeep of all guestrooms and service areas assigned to him/her

Answer 31

Room attendant

Question 32

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

Answer 32

LAUNDRY PERSONNEL

Question 33

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 33

Security division

Question 34

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 34

Security division