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exams > Lodging > Flashcards

Lodging Flashcards

1
Q

The individual(s) responsible for providing guest with detailed information regarding local dining attractions, as well as assisting with related guest needs.

A

Concierge

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2
Q

Uniformed attendants responsible for guest services, including luggage handling, valet parking, airport transportation, and related guest services.

A

Bellstaff

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3
Q

Greets guests, open car doors, assist with luggage, parking the car would be the valet’s responsibilities

A

Valet attendant

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4
Q

Assists guest by open doors (spinning revolving doors) they presence is a strong statement about the hotel, its concern for guests, and level of service, though produce no direct income for the hotel.

A

Doorperson

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5
Q

Manually operates the mechanical control of the elevator, serves as traffic managers who direct hotel guests to available elevators in the lobby

A

Elevator Operator

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6
Q

Job consists primarily of taking and entering individual and group reservations into the hotel’s PMS

A

Reservations Staff

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7
Q

Reviews for accuracy and completeness the accounting transactions from one day to conclude or close that day’s sales information in preparation for posting the transactions of the next day.

A

Night Auditor

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8
Q

Duties include verifying guest reservations, registering guests, assigning rooms, distributing keys, communicating with housekeeping staff, answering telephones, providing information.

A

Desk Clerk

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9
Q

Processes guest checkouts and guest legal tender and providing change for guest.

A

Cashier

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10
Q

Responsible for issuing keys to registered guests

A

Key clerk

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11
Q

Must be able to locate guests and management staff at a moment’s notice, tracking telephone charges, receives and transcribes messages

A

Telephone operator

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12
Q

Is a computerized system used by the hotel to manage its rooms, revenue, room rates, reservations and room assignments, guest histories, and accounting information, as well as other guest service and management information functions.

A

Property Management System (PMS)

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13
Q

Is sometimes referred to as the Front Desk

A

Front Office

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14
Q

It is the department within the hotel responsible for the management of guest reservations, service, and payment, as well as guest-related data collection and security.

A

Front Office

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15
Q

Who is responsible for managing the front office staff, room reservations, guest services, and the night audit.

A

Front Office Manager (FOM)

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16
Q

Aims to attract new customers to the industry, benefiting all properties

A

RATE DISCOUNTING

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17
Q

In an inelastic market means lower rates do not generate new business in total

A

RATE CUTTING

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18
Q

Is defined as the change in demand (number of rooms sold) resulting from a change in price (room rates).

A

ELASTICITY

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19
Q

Excess charges for baggage, meals, and even the use of blankets and pillows are among the new revenue-generating concepts foisted upon passengers by the airline industry

A

SURCHARGES

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20
Q

Is the hotel’s quoted rate; retail rate

A

RACKRATES

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21
Q

Is the theoretically charged to full-paying customers.

A

PUBLISHED RATE

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22
Q

Occurs before the guest arrives at the venue.

A

Pre-arrival

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23
Q

It is often the first opportunity to greet and welcome the guest face-to-face.

A

Arrival

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24
Q

The final stage of the guest cycle.

A

Departure

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25
Q

Refers to the actual stay or period of time spent in the hotel.

A

Occupancy

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26
Q

a situation in which all rooms are sold or oversold.

A

Sell-out

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27
Q

an estimate of rooms sold, rooms available, and its percentage (occupancy) for a specific time period

A

Occupancy forecast

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28
Q

a detailed list of the hotel guest’s room charges ad other charges authorized

A

Folio

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29
Q

Term used to designate specific configurations of guestrooms

A

Room type

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30
Q

Number of nights a guest will stay

A

Nights

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31
Q

Date the guest will leave

A

Departure

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32
Q

Date the guest will arrive

A

Arrival

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33
Q

Guest reservation was followed up by reservations agent, if the guest fails to arrive by a given time, the hotel can sell the room to other guests

A

Confirmed reservation

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34
Q

Guest gave a deposit or advance payment so the hotel will hold the room, regardless if the guest arrives or not

A

Guaranteed reservation

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35
Q

A reservation for which guests do not provide payment at the time the reservation is made

A

Non-guaranteed reservation

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36
Q

The guest informed the hotel that he/she will no longer arrive, the hotel may or may not charge the guest depending on the policy and time of cancellation

A

Cancelled

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37
Q

The per night charge for the room

A

Room Rate

38
Q

Is the relative amount charged to a room which is full, and non-discounted.

A

Rack Rate or published rate

39
Q

A guest seeking a room who arrives at the hotel without a reservation

A

Walk-in

40
Q

A guest claiming a reservation

A

Claimers

41
Q

Is when a guest shares a room with another guest.

A

Share-withs

42
Q

An additional party joins an already checked-in guest.

A

Joiners

43
Q

Assist departmental managers with concerns relating to recruitment, selection, orientation, training, performance evaluation, compensation, labor relations, safety and health, legal, and a wide range of other specialized tasks.

A

Human resources personnel

44
Q

A list of tasks that an employee working in a specific position must be able to effectively perform.

A

Job Description

45
Q

A list of the personal qualities judged necessary for successful performance of the tasks required by the job description.

A

Job Specification

46
Q

Are qualifications to perform a job that are judged reasonably necessary to safely or adequately perform all tasks within the job.

A

Bonafide Occupational Qualification (BOQs)

47
Q

Applicants provide data about their name, address, work experience, and other information directly related to the job for which they are applying

A

Employment Applications

48
Q

Skill, psychological, and/or drug screening tests (with applicant’s consent)

A

Employment Testing

49
Q

Consent by the applicant must be given

A

Background checks

50
Q

This makes recruitment a seemingly never-ending and absolute critical task.

A

Employee turnover rate

51
Q

Tactics to identify and attract currently employed staff members for job vacancies that represent promotion or lateral transfers

A

Internal recruiting

52
Q

Tactics designed to attract persons who are not current hotel employees for vacant positions

A

External recruiting

53
Q

Involves evaluating job applicants to determine those most likely to succeed in vacant positions.

A

Employee selection

54
Q

It is called where the first applicant who applies gets hired.

A

warm body syndrome

55
Q

Is the process of providing basic information about the hotel that should be known by all its employees.

A

Orientation

56
Q

Is designed to help improve the knowledge and skills of the hotel’s staff.

A

Training

57
Q

The theory and system of setting up, maintaining and auditing the books of a firm

A

Accounting

58
Q

It is the art of analyzing the financial position of a business through its sales, purchasing, and overhead

A

Accounting

59
Q

It is responsible for identifying information on the transactions, analyzing it and then interpreting each and every document

A

Accounting Department

60
Q

Are responsible for providing information that is used to determine the present and future economic stability of the organization

A

Accountants

61
Q

The record of all credits and debits associated with a guest or group

A

Account

62
Q

include one each for room charges, food and beverage charges and miscellaneous charges.

A

Common folio divisions

63
Q

Guest without credit cards on file

A

cash-only guests

64
Q

Computer-posted charges are known

A

interface postings

65
Q

these are common form hotel outlets that use a cash register and point of sale system, such as a restaurant or gift shop

A

interface postings

66
Q

Occurs when a guest signs for a room charge after checking out of the hotel

A

LATE CHARGE

67
Q

Commonly used to secure reservations for weddings, or conventions held at the hotel

A

ADVANCE DEPOSIT

68
Q

Prepayments for guest rooms or other hotel services

A

ADVANCE DEPOSIT

69
Q

In most catering or group events, the deposits are required how many hours before the event occurs

A

72 hours

70
Q

A reversal of a posting

A

ALLOWANCE

71
Q

Can occur due to duplicate posting, disputes or bad debt

A

ALLOWANCE

72
Q

Is an accounting professional who oversees financial reporting, investments, risk management and flow analysis among other financial aspects of the business

A

CONTROLLER

73
Q

Performs many clerical and administrative duties that are necessary to run an organizational efficiently

A

SECRETARY

74
Q

Divides the various functions to be performed so that the workload will be even

A

ASSISTANT CONTROLLER

75
Q

few clerical duties and instead, focus on supporting high-level executives, supervising office staff, conducting research and arranging meetings

A

Executive secretary

76
Q

In charge of all the cash banks in the hotel and Makes all deposits of checks and credit card receipts

A

GENERAL CASHIER

77
Q

Are often incorporated with the front-office personnel.

A

FRONT-OFFICE CASHIERS

78
Q

Responsible to charge the guests the correct amount and secure a form of payment upon check out

A

FRONT-OFFICE CASHIERS

79
Q

Responsible for recording charges to guests’ accounts and verifying the revenue for the hotel during the night shift

A

NIGHT AUDITOR

80
Q

A fun and challenging position, as it has both accounting and food beverage components

A

FOOD AND BEVERAGE CONTROLLER

81
Q

A key area in accounting and ensures that all bills are paid on time and all discounts are taken minimizing the costs of the hotel

A

ACCOUNT PAYABLE CLERK

82
Q

Works closely with the purchasing department to verify all invoices to the hotel

A

ACCOUNT PAYABLE CLERK

83
Q

Responsible for the accounts receivable working with the city ledger

A

GUEST AND CITY LEDGERS CLERK

84
Q

Associated with the guests staying at the hotel

A

Guest Ledgers

85
Q

Contains all other billings

A

City Ledgers

86
Q

Besides revenues charged to guest rooms, a large hotel earns the bulk of its food and beverage revenues through banquet staff, the sales office staff, and the accounts receivable clerks.

A

BANQUET AUDITOR

87
Q

Responsible for checking and granting credit

A

CREDIT MANAGER

88
Q

Responsible for calculating the pay rate with the hours worked to do the payroll so paychecks are released on time

A

PAYROLL

89
Q

Performs analyses to help managers operate the hotel more effectively

A

OPERATION ANALYST

90
Q

Taking care of all technology issues

A

SYSTEM MANAGER

exams (8 decks)

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