MANAGING FRONT OFFICE OPERATIONS Subject Guide

Managing Front Office Operations #333.8

Michael L. Kasavana & Richard M. Brooks
Eighth Edition

Issued: 2013

STUDENT NAME: STUDENT NUMBER: LECTURER NAME: CONSULTATION TIMES:

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TABLE OF CONTENTS
1. 2. 2.1 2.2 3. 3.1 3.2 4. 4.1 4.2 5. 5.1 5.2 5.3 5.4 6. 6.1 6.2 6.3 7. 8. Scheme of work Sources Recommended sources Additional sources Course outline Rationale Course Outline Course objectives Specific Outcomes Critical cross-field outcomes Assessment structure Portfolio of work Final Examination Pass Mark and Pass with Distinction Attendance Policy Assessment Briefing & Tools Suggested Portfolio Tasks Assignments Oral Presentations Review Questions Portfolio cover page and Task weightings 1-4 5

5-6

7-8

8-9

10-25

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The International Hotel School

Managing Front Office Operations 333 – 8TH Edition

1.

SCHEME OF WORK
PAGE. NO. NO. OF PERIODS

WEEK NO.

CHAPTER & TOPIC Ch 1: The Lodging Industry: • • • • • • • The Hospitality Industry Size Target markets Levels of service Ownership and affiliation Reasons for traveling Multicultural awareness

EXERCISES / INFORMATION / RESOURCES Classroom activity : Match the pictures Group work : Management Companies

1

3 - 29

2

Homework Exercise 1 & 2 MCQ Textbook PowerPoint / Transparency Classroom activity : “A compass for the Driftwood Inn”

Ch 2: Hotel Organisation 1 • • • Organisational Missions Hotel organisation Front office operations 57 - 80 3 MCQ

Textbook PowerPoint / Transparency

Ch 3: Front Office Operations • • 1&2 • • • • The guest cycle Front office system – only semiautomated and PMS Front office processes The front desk Telecommunications PMS

Group work : Registration card Homework Exercise 3 103 - 131 4 MCQ Textbook PowerPoint / Transparency

Ch 4: Reservations 2/3 • • • • Reservations & sales Types of reservations Reservation inquiry Group reservations 141 - 175 4

Classroom activity : Reservation enquiry script Classroom activity : “Expedia.com” MCQ Textbook
Page 1

Issued: 2013

The International Hotel School

Managing Front Office Operations 333 – 8TH Edition

WEEK NO. • • • • •

CHAPTER & TOPIC Reservation Reservation Reservation Reservation Reservation record confirmation maintenance reports considerations

PAGE. NO.

NO. OF PERIODS

EXERCISES / INFORMATION / RESOURCES PowerPoint / Transparency

Ch 5: Registration • • • • • • • • • Pre-registration record The registration record Room and rate assignment Method of payment Issuing the room key Fulfilling special requests Creative options Selling the guestroom When guests cannot be accommodated

Classroom activity : Twin towers 911 Group work : Check-in / out video Homework Exercise 4 & 5 189 - 216 4 MCQ Textbook PowerPoint / Transparency

2&3

Ch 6: Communications and Guest Services • • • • Front office communications Interdepartmental communications Guest services Guest relations

Classroom activity : Video – Fawlty Towers Group work : “Cultural barriers to effective communication” 231 - 251 2 MCQ Textbook PowerPoint / Transparency

3

Ch 7: Security & the lodging industry • • • • • • A growing concern Developing the security program Management’s role in security Setting up the security program Elements of security training Security and the Law MCQ 265 - 294 4

Homework Exercise 6

3&4

Textbook PowerPoint / Transparency

Issued: 2013

Page 2

Classroom activity : “Playing dirty in your hotel room?” 365 .The International Hotel School Managing Front Office Operations 333 – 8TH Edition Ch 8: Front Office accounting • • • • • Accounting fundamentals Creation and maintenance of accounts Tracking transactions Internal control Settlement of accounts MCQ Textbook 311 .411 4 MCQ Textbook PowerPoint / Transparency Issued: 2013 Page 3 .357 4 Homework Exercise 7 5/6 Textbook PowerPoint / Transparency 6 Ch 10: The role of Housekeeping in Hospitality Operations – complete chapter covered in Housekeeping text.331 4 PowerPoint / Transparency 4/5 Ch 9: Check-out and account settlement • • • • • • Check-out and account settlement Department procedures Check-out options Unpaid account balances Account collection Front office records MCQ 339 .382 2 MCQ Textbook PowerPoint / Transparency Ch 11: The Front office Audit 6&7 • • • • The front office audit Functions of the front office audit Front office audit process System update 395 .

572 3 Classroom activity : Mind map Group work : Role play – 4 step training method Textbook PowerPoint / Transparency 9 & 10 FINAL EXAMINATION Chapters 1-14 Issued: 2013 Page 4 .465 4 Classroom activity : Calculations 7 Textbook PowerPoint / Transparency Ch 13: Revenue management • • 7/8 • • • • Revenue management The concept of revenue management Measuring yield Elements of revenue management Using revenue management Revenue management software MCQ 479 .521 4 Classroom activity : “Short scenarios in revenue management” Textbook PowerPoint / Transparency Ch 14: Managing Human Resources – complete chapter covered in Housekeeping text. 8 • • • • • • • Recruiting Selecting Hiring Orienting Skills training Staff scheduling Staff motivation MCQ 531 .The International Hotel School Managing Front Office Operations 333 – 8TH Edition Ch 12: Planning and evaluating operations • • • • • Management functions Establishing room rates Forecasting room availability Budgeting for operations Evaluating front office operations MCQ 421 .

M. Guests generally have more contact with the front office than any other hotel department. Managing Front Office Operations (8th Edition) Lansing: Educational Institute of the American Hotel and Lodging Association 2.1 Recommended sources Kasavana. SOURCES 2. front office staff members meet the needs of guests while also ensuring the smooth and profitable operation of the hotel.com) Magazine website with Hospitality related articles (http://www.ahla-ei.com) International Hotel & Restaurant Association. reducing or completely eliminating profits while antagonizing guests and virtually driving them away. requests. to guests. COURSE OUTLINE 3. comments and complaints.hotelandrestaurant. In doing so.za) 3. A capable. R.org) General Hospitality News (http://www.co. therefore. Guests turn to the front office with their questions.com) General Hospitality News (http://www.hospitalitynet.1 Rationale of Subject “From the time a guest makes a reservation and arrives at a hotel through the time he or she departs. providing general Hospitality news (http://www.M (2005).L & Brooks.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 2. courteous and professional front office staff can make each guest’s stay a pleasant experience and ensure the guest’s willingness to return. the front office frequently is the hotel.com) General Hospitality News (http://www.hotelresource. The front office that effectively anticipates and meets these challenges helps the hotel satisfy its guests. Poorly trained front office employees can do great harm to a hotel.ehotelier.ih-ra.” (Kasavana. 2005) Issued: 2013 Page 5 . front office personnel play a central role in meeting the guest’s needs.2 Additional sources AHLEI Smartbrief Newsletter (http://www.

org/productview. (http://www. The course also examines the various elements of effective front office management.eiacademic.aspx?id=1042&viewId=Syllabus) In Managing Front Office Operations we provide a general introduction to the Hospitality Industry and outline how hotels are organized focusing on the Front Desk Operations. Whilst the guest is staying with us we must ensure their safety and therefore emphasize security touching on key control and access control. revenue management and managing Human Resource issues within our department.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 3. Once the guest has settled their account and departed from our hotel we perform a variety of administrative tasks. Since our activities at the Front Desk so closely relate to our colleagues in Housekeeping. therefore an entire chapter is dedicated to the completion of this important function. including the Front Office Audit (or Night Audit). we must have an understanding of their activities as well which leads us to discuss a chapter on the role of Housekeeping Operations. We investigate the flow of guests through our establishment starting from the point of Reservation to their arrival and Registration. Front office procedures and management are placed within the context of the overall operation of a hotel. from the reservations process to check-out and account settlement. We also consider the importance of communication with other departments and with our guests. Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter Chapter 1 2 3 4 5 6 7 8 9 10 11 12 13 14 : : : : : : : : : : : : : : The Lodging Industry Hotel Organization Front Office Operations Reservations Registration Communications and Guest Services Security and the Lodging Industry Front Office Accounting Check-out and Account Settlement The Role of Housekeeping in Hospitality Operations The Front Office Audit Planning and Evaluating Operations Revenue Management Managing Human Resources Page 6 Issued: 2013 . The last few sections of our text focuses on the management functions of Front Office including planning and evaluating operations. Once the guest has completed their stay he/she will settle their account which requires us to understand the basics of Front Office accounting and Account settlement.2 Course outline This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel. paying particular attention to the planning and evaluation of front office operations and to human resources management.

Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management. 10. and duration control. Identify the steps in effective hiring and orientation.aspx?id=1042&viewId=Syllabus) Issued: 2013 Page 7 . 13. Summarize the steps in the front office audit process. COURSE OBJECTIVES 4. and levels of service. Apply the ratios and formulas managers use to forecast room availability. 4. 5.1 Specific Outcomes Objectives: At the completion of this course. List the seven steps of the registration process and discuss creative registration options. 11. 14. Classify hotels in terms of their ownership. 7. 6. Identify functions and procedures related to the check-out and account settlement process. Describe the process of creating and maintaining front office accounts. Explain important issues in developing and managing a security program. Describe how hotels are organized and explain how functional areas within hotels are classified. discount allocation. Discuss typical cleaning responsibilities of the housekeeping department.org/prRoductview. Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations. 12. 2. students should be able to: 1. Summarize front office operations during the four stages of the guest cycle. affiliation.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 4. Identify typical service requests that guests make at the front desk. 8. 3. (http://www.eiacademic. 9.

Individual awareness 5. Organise and manage oneself and one’s activities responsibly and effectively. Exploring education and career opportunities. Collecting 5. group. showing responsibility towards the environment and health of others. organise and critically evaluate information. Organising 4. mathematical and/or language skills in the modes of oral and/or written presentation. Demonstrating 8. Participating as responsible citizens in the life of local. Weighting 30% 10% 25% 10% 25% Issued: 2013 Page 8 . organisation. Work effectively with others as a member of a team. Reflecting on and exploring a variety of strategies to learn more effectively. Identifying 2. 1. Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation. Science 7. Being culturally and aesthetically sensitive across a range of social contexts. quiz. national and global communities. ASSESSMENT STRUCTURE Component Portfolio of work (Continuous Assessment) Final examination Weighting 50% 50% Portfolio of Work (continuous assessment guideline) Tests Individual Research Project Case Studies. Communicate effectively using visual. role-play. Developing entrepreneurial opportunities. Application Questions Group Presentations Class Activities i. analyse. community. worksheet. crossword.2 Critical Cross-field Outcomes Identify and solve problems in which responses display that decisions using critical and creative thinking have been made. Working 3. debate.e.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 4. simulations etc. Collect. Use science and technology effectively and critically. Communicating 6.

The minimum requirement for the portfolio of work in order to gain exam admittance is 60%. A and B.1 Suggested Portfolio Tasks Issued: 2013 Page 9 . The paper consists of two sections. The first seven weeks are devoted to build a solid portfolio of evidence. Please note that as the nature of the portfolio activities may be participatory. 5. Successful completion of portfolio activities is crucial in order to gain the minimum exam admittance requirement of 60%.2 Final examination The total mark allocation for this examination is 150 and the time allocated is three hours. Portfolio activities are often participatory in nature which will require student attendance in order to successfully complete these. Portfolio results are finalized in week eight. 5. Sponsors will be notified if no improvement is evident. class attendance is vital to obtain activity competence. 6. Section A comprises 50 multiple choice questions and Section B allows choice of four 25 mark questions to make up 100 marks. such a student passes with distinction. tests. ASSESSMENT BRIEFING & ASSESSMENT TOOLS 6. knowledge.1 Portfolio of work The portfolio is a collection of your work which is assessed on an ongoing basis. Where a student achieves an average mark of 90% and above. In addition. 5.3 Pass mark You have to achieve a weighted average of 70% in order to pass this subject. presentations. These questions are aimed to test the student’s ability to apply the subject content and to demonstrate an accurate understanding of the subject’s outcomes.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 5.4 Attendance policy It is a requirement that students attend classes in order to gain a thorough understanding of the course outcomes. and experiences needed to successfully pass your exam. these activities will equip you with the skills. case studies and other tasks aimed a deepening your understanding of the subject. Lecturers will monitor attendance and academic progress on an ongoing basis and schedule individual consultation sessions as and when necessary. The portfolio may contain research assignments.

Independent. franchise. Resort hotel Eg. chain.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 1 Classroom activity By looking at the below hotel logos. Eg. XYZ hotel Eg. provide the appropriate hotel market segment. management contract Issued: 2013 Page 10 . as well as the ownership and affiliation (if applicable).

Also identify the type of guest from the description provided. C They bring a different set of needs & expectations. Also give a brief description of each service level.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Review the pictures below and provide the appropriate level of service expected by each guest. Picture Description Type of guest Match A Internet is a top priority for these guests which where historically the 1st market for hotels. Issued: 2013 Page 11 . may require translation services. B These guests are among the most difficult to understand. Picture Service level Description Match the correct description of guest classification to the corresponding picture which best suits this description. they are extremely price sensitive.

1.39) titled “tub for two. Single line spacing and 14pt size font is required.” With reference to the above statement. 4. in groups of 4. Issued: 2013 Page 12 . 9. but individual submissions are required. 8. Group work : Research activity “Management companies are organisations that operate properties owned by other entities. although international brands may also be utilised. as well as a three star hotel from four.za to complete the following questions. What can be done about this? What are some of the consumer benefits related to star graded properties? What is FEDHASA and what relation is there between the grading process? Homework Exercise 2 Complete the case study from your textbook (pg. 7. 2.The International Hotel School Managing Front Office Operations 333 – 8TH Edition D Guests may be attending a meeting. 3.co. compile a four page report to illustrate your understanding of how management contracts work hand-in-hand with the daily operations of hotels. • Identify the mission statement of your chosen brand. • Pictures may be used to identify your findings but remember this is not a collage. but are mostly part of an organised tour. 5.and five star properties. (Make use of the SA tourism grading council for this). What differences are evident? Which service standards are missing? • • A bibliography must be included and may form as a 5th page to your report. Homework Homework Exercise 1 Individual research activity Visit tourismgrading. What is star grading? How do you get graded? Are there criteria to be met? Why get graded? What are the minimum requirements needed before one can even apply to be graded? Are there fees involved? Who grades the property? Some establishment use false stars or use stars illegally. 6.” This may done along with your ‘management companies’ group work activity above. Your introduction (100-150 words) should tabulate the key elements which separate a guest house from a hotel. It is beneficial to use South African based companies and hotels.

as did a lack of organization. You have been asked to help John with these tasks. John has been transferred to the Inn because he is the best front office manager in the Nkosi company. medium-sized hotel. The Inn was opened just over a year ago in a good market and its financial performance to date has been below expectations. In addition. Vienings. John met with various HOD’s and heard nothing but complaints. Keep in mind that this is a mid-price. Adapted by B. such as front desk and housekeeping. 4. This case also appears in Case Studies in Lodging Management (Lansing. John read through many guest comment cards and the assistant manager's log. preferring to remain in his office and produce reports for the general manager on why revenues were not meeting expectations. and job descriptions. The hotel accountant said the front desk staff never financially balanced at the end of their shifts and the night audit was a disaster because of it. 1998). You must also show any relationships outside the department. John arrived at the Inn to find a front office with no direction. showing all the different positions. The F&B manager said he made test calls to the reservation department and they never recommended his restaurant. Employees did not know what was expected of them. Michigan: the American Hotel & Lodging Educational Institute. Only one employee knew how to use the computer system completely. and product information about the inn. Case Number: 3322CB. 2. He was told none were available. The previous front desk manager did not venture to the desk very often. Issued: 2013 Page 13 . Employees were not well trained and turnover was high. He must develop a mission statement for the department. John has decided to “start from scratch” in order to meet the Inn's objectives of happy guests and employees. With all this in mind. While John is trying to establish stronger working relationships with the other departments.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 2 Classroom activity Mini case study : “A compass for the Driftwood Inn” John Doe has just been transferred to the 250-room Driftwood Inn as front office manager. He must also develop an organization chart and job descriptions. Determine three strategies that fit into the mission statement of the department pertaining to employee friendliness. The reservations clerk complained of getting conflicting instructions from the sales manager and the front desk manager. you must: 1. Finally. The Driftwood Inn is a mid-price hotel operated by Nkosi Lodging Management for a local investor. he asked to see the front office mission statement. Poor employee attitudes seemed to be a major problem. The housekeeping manager told John she was never included in departmental meetings. Develop a mission statement for the front office. there have been many guest complaints. while producing an appropriate profit for the owners. Develop an organization chart for the department. When John visited the HR office. 3. speed of check-in. Develop two tactics for each strategy above. organization chart.

Mr. Given the fact that the reservations manager. The front desk agent matches the information on this card with the reservation slip to ensure proper check-in procedures. 1998). answer the questions which follow. Once the guest leaves the desk for the room. Remember to include: • • • • • Guest name & surname Terms & conditions Contact info Arrival & departure date Room rate & category Homework Homework Exercise 3 Mini case study : “Analyzing operations at Nomsa’s Getaway Lodge” The reservations office at Nomsa’s Getaway Lodge is so busy that the reservations agents do not use the computer system to check room availabilities before recording reservation requests. one copy per member needs to be submitted. After reading the above. The front office manager. Upon arrival at the front desk. This case also appears in Case Studies in Lodging Management (Lansing. design a registration card for your very own hotel. Their standard procedure is to jot down all the relevant reservation information on a pad of paper. the front desk agent often fails to find a reservation slip that matches the registration information. Vienings. Make reference to the samples shown in class by your lecturer. settles the account to an acceptable method of payment. and then call the guest back to confirm the reservation. after the wave of departures. Michigan: the American Hotel & Lodging Educational Institute. Sometime later.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 3 Group work : Classroom activity Working with the members from your previous groups. each guest is asked to complete a registration card. The hotel has had to develop new procedures for check-out due to the length of time guests appear to wait in line. Adapted by B. the front desk agent simply reviews the guest’s most current folio. the front desk agent. Bradley Lawrence. has been tracking the number of arriving guests claiming to have made a reservation against the number of successful matches with the reservation slips. if not too busy. the reservations agents transfer the reservation slips for those guests expected to arrive that day to the front desk to facilitate a faster check-in. Case Number: 3323CC. Molefe. Although many guests claim to have a reservation. records the check-in in the hotel’s computer system. Issued: 2013 Page 14 . record the information when call volume slows. He is concerned that less than ½ the number of guests stating reservations were made have reservation slips. At the time of check-out. doesn’t trust the computer system. the front desk agent updates the computer system and calls the room numbers down to housekeeping using the hotel’s intercom system. Although this is a group task. and writes down the room number of the guestroom that has been vacated. he insists that his staff maintain a reservations rack using typed reservation slips and a set of wooden pockets. Each morning.

business will prosper. What could be done to improve the communication between the front desk and the housekeeping department? 4. Classroom activity Case study : “Expedia. He’s convinced that when travel suppliers—like hotel companies. If pushed to make a reservation. Good day. Issued: 2013 Page 15 .” or if they’re being less diplomatic—“the enemy. How effective is the hotel’s reservation-to-registration linkage? What could be done to improve this situation? 3. See if the agent tries to upsell or offers any additional info. doesn’t it? On the contrary. from end to end. He’s more concerned about the traveler. following the below script. How might an efficient computer system reduce or eliminate many of the problems the hotel is now experiencing? Chapter 4 Classroom activity Reservation enquiry script The class will be divided into six groups by your lecturer and given a hotel & contact number to call using your cellphone.com” http://www. When many hoteliers think about Expedia. where he manages the strategy and operations of the eponymous travel booking site.” Sounds like a nice. Asses the way the reservation is handled : manner of speaking. Can you tell me if you have anything available and what the rate would be? • • • • Get info.” or “those guys who charge us a boatload to distribute our rooms. Thank the agent for assistance and end the call.” “online travel agent.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Discussion Questions 1. airlines and booking agents—work together to make the consumer travel experience easier on all levels. My boss would require a standard room for one night only. persuasion. the word he’s looking for to describe the relationship between all players in the travel supply chain—is “partner. I am calling on behalf of my boss who is planning a business trip to JHB/CT/DBN on _____date____. I am enquring about room availability at your hotel. say that you are enquiring at this stage as the trip is not yet definite. Using your ‘loudspeaker’ function. public relations-friendly answer. Durchslag doesn’t worry too much about making sure all of his partners like him.hotelmanagement. 2011 by Stephanie Ricca. Do not give any of your contact information out.net/profiles/one-on-one-with-expedia-worldwides-scott-durchslag-full-article One-on-one with Expedia Worldwide's Scott Durchslag. What actions should be taken to improve the effectiveness of the reservations department? 2. 14 Nov. words that come to mind include “booking. contact your given hotel. you are speaking to ___________ . The word he’s looking for to describe the relationship between Expedia and hotels—in fact.” “a necessary evil. Durchslag is president of Expedia Worldwide.” That’s not how Scott Durchslag sees the relationship. etc. tone of voice.

a win-win proposition. Classroom activity September 9th. from finding a flight to booking a room to actually enjoying their experiences. “DISRUPTIVE FORCE” “I think Expedia was a disruptive force to the [hotel] industry when it came on the scene. corporate travel (Egencia Business Travel) and more. it’s high time for a shift. it’s harder and harder for consumers to travel. Besides for terrorism. Today Expedia has relationships with 140.com). Durchslag has seen travel and technology from many perspectives. over time. it delivered some tremendous benefits to consumers. And while many individual properties enjoy beneficial partnerships with OTAs they work with. hotel booking (Hotels.” Right now. trust? Trust the “necessary evil. call centre and GDS. We need to be invested together in being able to do that.” he said.000 hotels. that will help other parts of the business take care of itself. nearly 400 airlines. “Partnership as a core competency. we can’t do it alone. “Expedia can’t do it alone. In his opinion. The scenario may either be something formal or informal. This may be shown to the class for discussion.The International Hotel School Managing Front Office Operations 333 – 8TH Edition “If you take care of the consumer.” Wait. hotels set rates and make inventory available on Expedia and similar sites with varying intensity and to target different—often leisure—guests. That’s a reason it grew so big. You may also make reference to chapter 7. and being able to orchestrate a value chain for an end-toend experience is what will separate the winners from the losers. • “E-commerce extends the reach of hotels far beyond the traditional channels of a hotel reservations office.” The shift in mindset Durchslag said is necessary for the hotel and OTA industries to move forward is “away from the relationship as a zero-sum proposition to being a partnership. Its various business segments handle transparent travel booking (Expedia). Durchslag said. But it made an impact to get there. you should discuss how or why this incident happened and what measures could’ve been taken to prevent it. With an MBA from Harvard University and experience in several mobile business divisions at Motorola.” he said. And his conclusion is that even in today’s mobile world.000-foot gripe has been that hotels make less per booking from a room booked on an OTA than they do via property-direct channels. and many other events and elements of a trip. • • Chapter 5 Group work : Classroom activity In groups of 4 – 6 people. “Yes. Issued: 2013 Page 16 . 2011 commemorated the 10 year anniversary of the falling of the “twin towers. 14pt size font is required.” the company charging hotels to book rooms for them? Precisely.” Consider Durchslag’s position: He joined Expedia one year ago from his previous role as COO at Skype Technologies. compile a report no longer than 300 words. You have freedom to do this task in whichever manner best suits you and your group. the historical 30.” Summarize your understanding of E-commerce and the affect you think it has on the reservations department. you need to create a video demonstrating both a mock check-in and check-out. airlines can’t. Your findings should not exceed two pages. especially as a lifelong traveler himself. opaque travel booking (Hotwire). largely because they’re juggling so many pieces. It takes innovation. serious or comedic.” he said. Mention how this has affected security measures at hotels. Included in your discussion should also be the reservation distribution channels as well as the need for travel agents in today’s marketplace. It takes relationships and a degree of trust. and whether or not it has an impact on guest registration when checking-in. hotels can’t. wrong or right.” By assessing the alongside image. “To deliver that end-to-end delight for travelers.

One of John’s first challenges is to improve hotel revenues and guest perception of the property. First is what she calls "cognitive constraints. Cultures provide people with ways of thinking--ways of seeing. What procedures can Caroline put into place to be sure proper credit is established for each guest.htm Effective communication with people of different cultures is especially challenging. and translation has to be used to communicate. and she was told it wasn’t very successful. Stella Ting-Toomey describes three ways in which culture interferes with effective cross-cultural understanding. hearing. What are the front desk procedures Caroline should look at to speed the check-in process? What other departments should Caroline be working with on this plan? 2." These are the frames of reference or world views that provide a backdrop that all new information is compared to or inserted into.colorado. Caroline answers about five minutes per guest. especially if there is a long line at the front desk.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Homework Homework Exercise 4 Mini case study : “Speeding up check-in and upselling at the Bartlett House” The Bartlett House is a well-known hotel in Central City. How can Caroline help her front desk agents to recognize an upselling opportunity? 4." Each culture has its own rules about proper behavior which affect verbal and nonverbal communication. it has served as the center of social occasions and most of the business functions in the city. Second are "behavior constraints. He also asks Caroline if the front desk upsells. John recognizes that this is a long time for a guest. who appointed John Richards as the new General Manager. Caroline Kramer is the front desk manager at the Bartlett House. When the languages are different. John and Caroline meet to determine what can be done to meet the new owners’ objectives. the owners of the Bartlett House decided to sell the hotel to a group of local investors. Knowing that the hotel was starting to show some age. John asks Caroline how long it takes to check a guest into the hotel. Thus the same words can mean different things to people from different cultures. the potential for misunderstandings increases. while not slowing down the registration process? Homework Exercise 5 In no more than one page. She has been at the hotel for several years and knows the guests and procedures very well. Case Number: 3325CC Discussion Questions 1. Issued: 2013 Page 17 . John asks Caroline to develop a plan to improve the speed of check-in and also to upsell guestrooms. Chapter 6 Group work : Research activity Case study : “Cultural barriers to effective communication” www. Michigan: the American Hotel & Lodging Educational Institute.edu/conflict/peace/problem/cultrbar. research any two hotels (local or international) and describe their use of creative registration. Caroline tells John they did before she got there. and interpreting the world. 1998). For years. What measures can Caroline recommend to start and sustain an upselling program at the hotel? 3. This case also appears in Case Studies in Lodging Management (Lansing. even when they talk the "same" language.

The show was written by John Cleese and his then wife Connie Booth. If the people involved are not aware of the potential for such problems. on the "English Riviera". rude and put-upon owner Basil Fawlty (Cleese). Each group member will need a turn to present their input. Present your findings in oral format in no more than 10 minutes. behavioral and emotional constraints which affect communication amongst people in this culture. The plots centre around tense. The series is set in Fawlty Towers. Identify three errors made by Manuel when receiving the ‘gnome. how close the people stand to each other when they are talking--all of these and many more are rules of politeness which differ from culture to culture. the second was produced by Douglas Argent and directed by Bob Spiers. 3. (eg. although it takes more than awareness to overcome these problems and communicate effectively across cultures. Other cultures try to keep their emotions hidden. With reference to the above article. Polly’s wake-up call can be identified as which type of request? Define this. Twelve episodes were made (two series. they cry. The first series was produced and directed by John Howard Davies. In traditional Zulu culture. • South Africa is one of the most diverse countries in the world. How would you proceed to checkin a gentleman of Zulu tradition if you can’t look him in the eyes?) Remember to check with your fellow classmates that they have not chosen the same discussion topic as you have. Classroom activity Video : “Fawlty Towers” Fawlty Towers is a British sitcom produced by BBC Television and first broadcast on BBC2 in 1975 and 1979. and other feelings openly. with 11 official languages and cultures. You are also not suppose to look at them in the eye as this is also seen as a sign of disrespect). They yell. a comparatively normal chambermaid Polly (Booth). Issued: 2013 Page 18 . All of these differences tend to lead to communication problems. his bossy wife Sybil (Prunella Scales). they exhibit their anger. fear. one is not suppose to call men or elders • • • • • • by their first names." Different cultures regulate the display of emotion differently. (eg. Name one thing Manuel did correctly when answering the phone. answer the following questions: 1. Highlight any important concerns with regards to your chosen culture. a fictional hotel in the seaside town of Torquay.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Whether one looks the other person in the eye-or not. Some cultures get very emotional when they are debating an issue. Explain how your findings may affect basic hotel operations. they are even more likely to fall victim to them. Ting-Toomey's third factor is "emotional constraints. both of whom also starred in the show. exhibiting or sharing only the "rational" or factual aspects of the situation. Each person is to submit a printed handout of their material. each of six episodes). OR – you may choose an international culture if you feel it will be more beneficial to your group. and hapless Spanish waiter Manuel (Andrew Sachs) and their attempts to run the hotel amidst farcical situations and an array of demanding and eccentric guests. extra credit will be provided for additional information. select any one of our cultures and briefly discuss any cognitive. After watching the video clip in class.’ 2. frustration. whether one says what one means overtly or talks around the issue.

With this in mind. printed in colour. short & brief with his complaint over the phone. during which he is not allowed to go out from 8pm – 8am each day. must be submitted. and after having it forensically checked – in CSI fashion – found a match in their database to Evans. Police discovered the mouth cleaning instrument in the vacant hotel room. The complaint Faulty has against O’Reilly can be termed _______? 7. Based on the above. 6. Chapter 7 Homework Homework Exercise 6 South Africa has one of the highest crime rates in the world and hotels have not been excluded from criminal activity. Evans left the hotel with no intention of settling his account.au. He was also placed under a four-month curfew. List 6 guidelines which best suit this scenario and which you would recommend to O’Reilly for handling complaints. you have decided to inform your guests with tips to keep in mind whilst they are visiting your property. A professional safety tip card. Evans. He was ordered to pay $102 for the two nights he had stayed there. Discuss five front office procedures for communicating with guests. design a “traveler safety tip card” to be displayed in your guestrooms.com/blogs/sideshow/man-skipped-paying-hotel-bill-nabbed-toothbrush-left-143949217.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 4. would their complaint be regarded as attitudinal or service-related? Explain. 8 Oct 2012. But Evans left his toothbrush. Prosecutors said Evans had been kicked out of his home and had no place to stay. complete the questions: 1. Mon.com.com. Stephen Evans left a Welsh seaside resort in Llandudno after two nights without paying. Answering the telephone is an opportunity for you to portray a professional image as well as a positive image for the property. Chapter 9 Homework Homework Exercise 7 Case study : “Man who skipped paying hotel bill nabbed through toothbrush he left behind” http://news. So he checked into the hotel using a false name. Faulty was very abrupt. As the FOM of a hotel with a large international traveler base. A man who skipped out on a lodging bill was later caught thanks to a common item left behind in his hotel room. according to news. admitted to the charge of leaving the hotel without settling up the bill. and $95 in costs. news.yahoo. Assist Manuel by providing 6 telephone skills which he could be informed of.au reports. who is a plasterer in Llandudno. no bigger than A4 in size. Mr. 8. 29. What are these types of guests commonly referred to as? Issued: 2013 Page 19 . 5. Should the builders wish to complain about Manual’s lack of assistance. The incident may now give Evans something more to think about every time he brushes his teeth! By Ron Recinto.

complete the following questions. If these items are contaminated. the study said. Should Evan have approached the desk and checked out accordingly. Explain how this hotel would use a ‘guest history file’ in the event that Evans makes another reservation at the property. such as bathroom toilet seats and sinks. testing the total levels of bacteria and fecal bacteria on each one. a recent University of Houston graduate who presented the study. Front office policy usually requires guests to specify an eventual method of settlement during registration. Chapter 10 Classroom activity Case study : “Playing dirty in your hotel room?” http://www. such as sponges and mops.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 2. Purdue University. they can lead to cross-contamination of rooms. sampled nine hotel rooms. Indiana and South Carolina. Of greater concern. admitted it had a small sample size. and the University of South Carolina. three each in Texas. but its findings suggest possible health risks to people with compromised immune systems. was that some of the highest levels of contamination were found on items on housekeepers' carts. The collaborative report between the University of Houston. 7.co. . presented at the American Society of Microbiology. identify three important functions that usually take place at the check-out and settlement process. Provide reason as to how you think the hotel noticed the Evans absence? 8. While Katie Kirsch. After reading the above.UHfIzFGiF7w A study on contamination levels in hotel rooms led by the University of Houston. Kirsch said. curtain rods and bathroom door handles. Fecal bacteria was found on 81 percent of all surfaces. Just as badly contaminated were surfaces more likely to be dirty. she hoped it would lead to a body of research that will eventually develop “more effective and efficient housekeeping practices. Among the cleaner surfaces in hotel rooms were bed headboards.iol. the study said. making entire hotels dirtier.” Being able to identify which items would be high-risk would let housekeeping managers devote more time to cleaning them. the study said. What difficulties arise from late check-outs? 9.za/travel/travel-tips/playing-dirty-in-your-hotel-room-1. 5. “Effective front office operations depend on accurate room status information. Issued: 2013 Page 20 . 3. 6. reported that two of the most contaminated items were TV remote controls and bedside lamp switches. Why is this important? 4. Assess which critical error you think was made by the front desk agent when checking Evans in. Should Evans have checked out.1323120#. Include at least three relevant room status terms which are used at the departure stage.” Briefly discuss the importance of changing the room status once a guest has departed. There are no regulatory limits for contamination of items in hotel rooms. The researchers sampled 18 surfaces in each hotel room. making cleaning efforts more valuable and hotel rooms safer.Reuters 20 June 2012. list four methods of settlement available to him.

What indicates how often the TV remote or bedside lamp switch should be cleaned or maintained? 13. 2. 14. 11. Identify the first planning activity that takes place when planning the work of the housekeeping department. Why are two-way communications necessary between front desk and housekeeping? Issued: 2013 Page 21 . Where were the highest levels of contamination found? 5. 4. Identify the two ‘dirtiest’ items found in the hotel room. a form of maintenance could also take place. How do you think the above answer will assist in the problems identified by this article? 12. 10. Identify this and describe how it would be done for both these items. What possible health risks do you think can come from this? 3. 9. The article mentions that “cross-contamination of rooms” may occur.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 1. Of performance standards and productivity standards. list any four other areas which the housekeeping department is responsible for cleaning. 6. “Fecal bacteria was found on 81% of all surfaces. Identify two of the more ‘cleaner’ surfaces. 8. Whilst cleaning TV remotes and bedside lamp switches.” Provide reasons as to how/why this occurred. explain which you think have been overlooked in this scenario. 7. From your experience. Besides guestrooms. suggest five more effective and efficient housekeeping practices. Briefly explain what is meant by this.

Percentage of no-shows Percentage of walk-ins Percentage of overstays Percentage of understays Determine the number of rooms available for sale on Tuesday.” a 200 room property she uses when determining her competitive set. 5. What reasons could justify Godfrey’s low ADR? Calculate the occupancy percentage for these three days. Forecast the rooms revenue for these days. 8. “Saphira’s Love Shack Inn” sold all their rooms at a rack rate of R1760-00 p/room p/night. 10. “Godfrey’s Quickie Getaway. calculate the yield statistic for Saphira’s Love Shack – what does this answer indicate? By using Monday’s revenue estimate. as shown in the occupancy history of the week dated 9 – 15 March below. 4. calculate the following: (round off to 1 decimal) 1. and bearing in mind that the hotel had no more than 7 stayovers throughout the week. Issued: 2013 Page 22 . 6. Calculate the RevPar. Wednesday and Saturday. The 120-room hotel reported interim operating results for the monthly budget. also show the average rate p/guest for Tuesday. Determine the ADR for Monday through to Wednesday. 11. (using answer from 1) Assuming that total revenue generated for Monday is R60 960-00. Day Mon 9/3 Tues 10/3 Wed 11/03 Thurs 12/03 Fri 13/03 Sat 14/03 Sun 15/03 TOTALS Guests 118 145 176 117 75 86 49 766 Room Arrivals 70 55 68 53 35 28 17 326 Room Walk-ins 13 15 16 22 8 6 10 90 Room Res 63 48 56 48 35 26 12 288 No-shows 6 8 4 17 8 4 5 52 Occ rooms 90 115 120 95 50 58 30 558 Overstay rooms 6 10 12 3 7 6 3 47 Understay rooms 0 3 6 18 0 3 3 33 Room check-out 30 30 63 78 80 20 45 346 OOO 7 2 1 3 4 0 0 20 Based on the above. 9. 3. Day Mon 9/3 Tues 10/3 Wed 11/03 Rooms revenue R23 800 R29 970 R29 014 Rooms occupied 170 185 178 7. (round off to the next Rand) Below represents Saphira’s competitor. 2.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 12 Classroom activity For the month of March. Thursday and Sunday.

along with some small Spring Fling logo items. the hotel was so overbooked it was forced to reject walk-in guests due to a lack of available rooms. When Mr. Questions: What factors should Aaron take into account before quoting Carolyn a rate? Should the fact that she is a frequent guest have any effect on the rate Carolyn is quoted? Scenario #2 Barbara Conrade is a sales manager for the Harrison Hotel. she would like to include breakfast. what steps should Bill Hughes take now? What steps might have helped to prevent this situation? Scenario #4 The Harrison Hotel currently operates at approximately 74 percent occupancy for the year. when there is no business on the books at all at this time. So far. a convention and business-travel property. dinner. In addition. She notices a medical group nine months out booked at a local competitor that will fill that hotel. Carolyn calls the hotel to make her usual reservation and Scott notices that the hotel is already at 85 percent occupancy due to a large group in town. Liang a frequent traveler's discount? Why or why not? Issued: 2013 Page 23 . Barbara just received a bulletin from the city Convention and Visitors Bureau with a list of city-wide and large conventions due in town for the next year. Clair Hotel.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 13 Classroom activity Case study : “Short scenarios in revenue management” Scenario #1 Carolyn Hallie is a frequent guest of the hotel. and free parking. Question: If management increases the rate to $95. Questions: What factors should Barbara consider in deciding whether to take the group? Under what circumstances would it be better to take the group and under what circumstances would it be better to close out group sales and concentrate on transient business for this period? Scenario #3 Bill Hughes is a new sales manager for the Harrison Hotel. which is coming up in six months. Liang called to book his most recent two-night stay.40. Marvin Manufacturing. what occupancy must the hotel achieve in order to achieve the same net rooms revenue for the hotel? Scenario #5 The director of sales at the St. Mr. Their rack rate averages about $92. city-wide Spring Fling Festival and help boost business during a typically low-occupancy weekend. is attempting to develop a special two-night package that would help the hotel capitalize on the upcoming. The dates Shaw Equipment usually wants are already taken and the hotel has a contract with the other group. Rack rate is $110 per night. she knows that she wants to require a minimum two-night stay and double occupancy. Liang was pleasantly surprised. staying at the Inn at least two nights each month for the past ten months and paying rack rate. usually staying a minimum of four days at a time. a reservations agent quoted him a frequent traveler's discount rate (15 percent below rack rate). The hotel currently has the guestrooms and meeting space to fill the request. A few hours later. Bill calls the Shaw Equipment Company to discuss the company’s annual sales meeting. Aaron Scott is a reservations agent at the Harrison Hotel. Kim Liang has been a frequent guest at the Educational Inn. However. and their cost per occupied room is $18. she always receives a special discount of 10 percent. Because of her patronage and frequent guest recognition. On the day of his arrival. Barbara receives a call from a group leader asking for guestroom and meeting space over the same period as the medical group. Question: What factors should management consider when making the decision to implement this package? Scenario #6 Mr. Hotel management knows that the market is very competitive and that an increase in the average rate may result in loss of occupancy. The Shaw group has held this meeting at the hotel for many years. Questions: Given this situation. the hotel has availability a week later. Carolyn always makes her reservations at least three weeks in advance. Questions: Should the reservations agent have offered Mr.

TWE Group. Director—Education and Training. Hogan. Issued: 2013 Page 24 . Manager of Training. Louis are planning a trip to visit their grandchildren. the marketing director suggests developing a special "Getaway Package" featuring a special low room rate designed to appeal to young couples living within a 15-mile radius of the hotel. Texas. Vice President. Toronto. which has a large impact on the Inn's business. A weary traveler. Meristar Hotels & Resorts. The hotel typically sells out in August. the Educational Inn is facing high demand for both Tuesday and Wednesday nights. In addition. quotes the hotel’s high rate (the rate applicable to the first night. After lengthy discussion of the low occupancy problem. Rodriguez knows his group would appreciate and be influenced by even a minimal discount. Mr.M. Lynn handle this reservation? What factors should be considered when determining whether to take this reservation? Scenario #8 Room demand at the 95-room Greentree Inn is seasonal. Knoxville. Due to an overnight snowstorm. He knows that this group plans to eat both breakfast and dinner in the hotel's dining room each day during its four-day stay. Holly Angel. Irving. The weather. following management instruction. John J. Veronica Palacios. the reservations agent. road conditions are hazardous and four groups scheduled to arrive this morning have canceled their room reservations. Arnulfo Rodriguez. Regional Revenue Manager. Days Inn Training. Property Training Manager. Even though they would like to stay at the Inn. calls the Inn hoping to book a group of 30 people during August.. Ms. Knowing that the Educational Inn is near their destination. Arizona. Phoenix. Questions: Should the Harrison Hotel adopt such a "Getaway Package" promotion? Why or why not? Scenario #11 Today is an extremely low demand day at a destination hotel. MHS. Mr. Best Western International Inc. a high-demand night). The following industry experts helped develop this series of minicases: Richard M. Brooks. six months in the future. they call the hotel to make reservations for a four-night stay (Tuesday through Friday). Questions: Should the hotel accept this reservation? Why or why not? Scenario #9 Mr. During the week in question. while Thursday and Friday appear to have significantly lower occupancy forecasts. Tennessee. Ramada Franchise Systems. a travel agent. three hours later than expected. Johnston. the Louises consider the rate too high and decide to stay elsewhere.. Revenue Management. Vice President. As a result.. Ms. is aware that the Mid-Atlantic Electronics Vendor convention is scheduled during mid-week (Wednesday and Thursday). Assistant Professor. arrives at the Educational Inn around 10 P. the reservations manager informed the group that her department is forecasting an extremely low room demand for December.. Gabor Forgacs.. Barbara Schmidt telephones the Inn and requests a single room for Wednesday night only. Questions: Should the front desk agent upgrade her? Why or why not? Case Number: 33311CA. Deborah M. Dr.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Scenario #7 Ms. While talking with the Louises. Andrew Rubinacci. Questions: Did management’s policy of quoting the highest to lowest rates serve the best interests of both the Louises and the Inn? What other strategies could have been used? Scenario #10 During a recent executive committee meeting at the 200-room Harrison Hotel. Canada. CHA. all hotels in the neighboring communities are expected to be operating at 100 percent occupancy. while in February occupancy plummets to extremely low levels. Washington.C. Emily Lynn. Prime Hospitality Corp. CHA. Inc. reservations manager at the Educational Inn. there is every indication that most of the other scheduled arrivals will be no-shows. One group that traditionally reserves 100 rooms at the hotel during a weekend in December has canceled its current reservation due to business setbacks. Questions: How should Ms. D. and Mrs. The front desk agent recognizes her as a frequent guest. Mesa. Arizona.. and Diana Turney. is most beautiful during August and harshest during February. Inc. Ryerson Polytechnic University.

etc. practice and follow-up a chosen front office skill. flipcharts. draw up a mind map to cover the importance of human resources. Issued: 2013 Page 25 . 11 TAKE NOTE: Activities will be demonstrated for you during your Opera computer lesson. • • • • • Your training session should last no longer than 10 minutes You are encouraged to make use of visual aids (PowerPoint. Use this training method to prepare. present.) This is a group assignment and you will be assessed by your peers (see peer assessment provided) 3 – 4 people in a group Creativity will be most beneficial awarding you maximum marks! Chapter 3. (Use the surrounding headings as a guide). (eg. both from front office and housekeeping. 8. Throughout this chapter you will be learning about the 4-step training method. At any point your lecturer may decide to use these as a component to contribute to your front office portfolio mark.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 14 Group work : Classroom activity Recruiting Selecting Turnover Diversity In combination with chapter 4 in your housekeeping textbook. Hiring Orientation Motivation Scheduling Group work : Role play Skills Training (This activity may be combined with or related to a similar activity in your Housekeeping subject guide). but there are a few essential differences which relate to each subject – be sure that you highlight these. You will note there are many similarities between the chapters. Your map will need to include these two chapters. DVD. How to answer a telephone).

Layout. Detailed. • Layout – Graphic design is good.. • Introduction – Introduction of topic with no clear purpose. All sections and questions are started on new pages.2. clear and complete statement of purpose. Page numbers are provided that are aligned to the right of the page for easy reference to content. v. Diagrams and charts are poorly placed. Diagrams and charts are hard to link to appropriate text. Accurate Bibliography • Sources of information are assessed for reliability as a basis for selection of relevant information from a wide variety of sources. • Introduction – Statement of purpose and majority of goals and sections to follow. showing awareness that different interpretations of evidence may be possible. Jr. No consistent numbering sequence. iii. Level Descriptors Structure and Presentation Mark 5/Excellent Description • • • Introduction.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 6. goals and sections to follow. • Headings – Headings are not clearly identifiable.) Page numbers are not displayed on the title page. goals or sections to follow. • Introduction – Vague statement of purpose. Professional Layout: Cover page Title page Table of contents List of figures Introduction Body of assignment Conclusion Appendices References • Headings – All headings are clear. goals and sections to follow. Formal. or unclear headings. • Layout – Graphic design is mostly not suitable for professional project. • Conclusion . • Sources are identified by incomplete or inadequate references. Irwin C. • Student accurately made use of at least 4 of the above mentioned techniques • Student accurately made use of at least 3 of the above mentioned techniques • Student accurately made use of at least 2 of the above mentioned techniques • Student failed to or poorly constructed the contents page. Conclusion – Alternative solutions are considered. Page 26 4/Very Good 3/Good 2/Fair 1/Poor 5/Excellent 4/Very Good 3/Good 2/Fair 1/Poor 5/Excellent 4/Very Good 3/Good Issued: 2013 .A conclusion is based on evidence for one view only. Boston: MIT. • References to sources are clear. Sections and questions are not started on new pages. Numbering provide appropriate hierarchical information. • References to these sources are clear and fully detailed following the Harvard method as per example below: Bupp. All pages beginning with page 1 of the Introduction use Arabic numerals (1. Page numbering.). • Conclusion – Some limits or objections to the conclusion are acknowledged. • Layout – Poor graphic design. • Headings – No. but limited in detail. easy to identify and numbered for accurate referencing. Layout – Information presented using professional graphic design. although some may be irrelevant or inappropriate to the study. vi etc. first page of the table of contents. • Information from a limited range of additional sources is included. Sections and questions are not started on new pages. 3. (1996) The Economics of Computer Power. • Introduction – Clear statement of purpose. • Headers/Footers – Headers and footers are used to provide referencing to research or student information. Each section and question is started on a new page. page 1 of the introduction and the appendix divider page. 4 etc. Numbering is done appropriately. • Layout – Graphic design is very good. • Relevant information is selected from a variety of sources. ii. • Conclusion – No clear conclusion regarding findings made in research. Diagrams and charts are positioned for easy reference to text. Sections and questions are started on new pages. • Page numbering – All pages before page 1 of the introduction use lowercase Roman numerals (i. • Headings – Headings are easily identified. Headings provide appropriate hierarchical information. 2. did not number pages or made use of headers or footers. Detail is provided regarding the titles or descriptions of each section or sub-section. • Headings – Most headings are easy to identify and numbered for accurate referencing. Diagrams and charts are positioned appropriately. Conclusion. Heading Introduction – Excellent. No apparent numbering. • Conclusion – A conclusion is stated without reference to supporting evidence. and Robert Trietel. iv. Contents. Diagrams and charts are positioned in appropriate text. Headers/Footers • Contents – list of components organised in order that they appear. goals and sections to follow.

Language use. Effective presentation of case. Little evaluation and ability to understand evidence available. There is little or no visual material (charts. Provides a detailed review of the scientific knowledge needed to understand the issues studied. with slight use of appropriate technical or scientific vocabulary. organised and accurate description of main issues. Content & Information Considers how different views described in the study can be supported by detailed scientific explanations. Good understanding of current ideas ad controversies relating to the case topics. Fair description of case. Information is organised for effective communication of ideas. Issued: 2013 Page 27 . diagrams. with full and effective use of relevant scientific terminology. Good description of case. charts and or tables are used appropriately and effectively to convey information or illustrate concepts. Provides some review of the scientific knowledge needed to understand the issues studies. punctuation and grammar are of poor quality. Logical. The writing has acceptable sequence or structure. Identification of key points of case and suggestion of approaches for their solution. Science content and data in sources is recognised. Comprehensive understanding of current ideas and controversies relating to the case topics. Little use of scientific data. page numbering etc as appropriate to aid location of key elements. Only superficial mentions of science explanations. Sources of information is not mentioned. Critical evaluation and ability to understand available evidence. impression Considerable care has been taken to match presentation and format to present issues and conclusions clearly and effectively to a chosen audience. Vague identification of key points of case and suggestion of approaches for their solution. etc. Little logic in organisation of description of main issues.The International Hotel School 2/Fair 1/Poor • • • • • • • • • • • • • • • Managing Front Office Operations 333 – 8TH Edition 5/Excellent 4/Very Good 3/Good 2/Fair 1/Poor 5/Excellent 4/Very Good 3/Good 2/Fair 1/Poor 5/Excellent 4/Very Good 3/Good 2/Fair 1/Poor Excellent 90 – 100% Very Good 80 – 90% Good 70 – 80% Fair 60 – 70% Poor Below 60% 10/Excellent • • • • • • • • • • 8/Very Good 6/Good 4/Fair 2/Poor • • • • • • • • • • • • • • • • • • • • • • • Very little information is given beyond that provided by the original stimulus material. The writing has little or no structure. Poor presentation of case and inadequate understanding of main problems. Able to extrapolate using evidence from the literature and critically evaluate evidence. Evidence of critical evaluation and discussion of solutions. spelling The writing is concise. Insight & Originality Excellent. Spelling. rather than informative. graphs. Relevant diagrams in appropriate sections Pictures. with content listing. grammar.) Visual material is inappropriate. punctuation and grammar are of variable quality. Identification of key points of case and suggestion of approaches for their solution. punctuation and grammar are of fair quality. Accurate report of main issues. appearance. The quality of scientific evidence in sources is evaluated in relation to the reliability of any claims made. Sources of information are not mentioned. with limited use of appropriate technical or scientific vocabulary. Inaccurate identification of key points of case and suggestion of approaches for their solution. Sources are uncritically quoted without distinguishing between scientific evidence and unsupported claims. Some critical evaluation and ability to understand evidence available. Very good understanding of current ideas and controversies relating to case topics. The writing has an appropriate sequence or structure. Spelling. Overall professionalism. often not correctly applied to the case. organised and accurate description of main issues. Information was not gathered beyond the provided text. Spelling. No apparent understanding of current issues and controversies relating to case topics. punctuation and grammar are almost faultless. Identification of key points of case and suggestion of approaches for their solution. Poor evaluation and ability to understand evidence available. with adequate use of appropriate technical or scientific vocabulary. Logical. Visual material is merely decorative. effective presentation of case. Visual material is used to convey information or illustrate concepts. Spelling. pictures. Spelling. punctuation and grammar are generally sound. Provides a basic outline of the main scientific ideas which are relevant to the case. Claims and opinions are linked to the scientific evidence they are based on. with little or no use of appropriate technical or scientific vocabulary.

The International Hotel School Managing Front Office Operations 333 – 8TH Edition Oral Presentation Oral Presentation Assessment Tool Assessment Criteria EXCELLENT GOOD AVERAGE BELOW AVERAGE NOT YET COMPETENT Introduction 10 8 6 4 2 Eye Contact 10 8 6 4 2 Clearly Explained Non Verbal Communication Visual Aids Group Participation Extra Information All Questions Answered Originality 10 8 6 4 2 10 8 6 4 2 10 8 6 4 2 10 8 6 4 2 10 8 6 4 2 10 8 6 4 2 10 8 6 4 2 Conclusion 10 8 6 4 2 Totals MARK ACHIEVED % Issued: 2013 Page 28 .

joining a referral group d. Which of the following features or services is likely to be found at an economy/limited service property? a. a. economy/limited service hotels Issued: 2013 Page 29 . Which of the following are primarily designed to create and sustain brand loyalty among guests? a. independent rating services. recreational and exercise facilities c. demand marketing. Financing opportunities depend on assuring the bank that the property will be operated by a professional staff. internal marketing programs 1. convention hotels 10. consistent service delivery. The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. corporate d. room service d. frequent traveler programs c. supply marketing. several kinds of food and beverage services b. resort hotels c. conference and meeting rooms d. forming a hotel chain b. c. c. 2. d. limited housekeeping services 3. economy/limited b. world-class service hotels b. becoming an independent property 9. quality 6. The level of service quality in hotels is determined by: a. small meeting rooms c. quality service initiatives b. contracting with a management company c. uniformed services 4. Which of the following is often a characteristic of an extended-stay hotel? a. Which of the following types of hotels would likely appeal most to pleasure/leisure travelers? a. mid-range c. Which of the following types of hotels is least likely to offer uniformed guest services? a. banquet rooms b. franchising. first-class service hotels c. the variety of amenities offered. 5. increasing service variability. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide _____________ service. amenity innovations d. chain property b. A group of investors is planning to develop a conference center on the outskirts of a major city. residential hotels d. independent 8. franchisee c. market segmentation. mid-range service hotels d. b.The International Hotel School Managing Front Office Operations 333 – 8TH Edition REVIEW QUESTIONS Chapter 1 The Lodging Industry 7. b. Which of the following would be the best option for the investors if none of them has a hospitality management background? a. a. airport hotels b. Identifying smaller groups within a target market and developing products and services to satisfy these groups is called: a. The Dew Drop Inn is probably a(n) ______________ property. world-class d. d.

uniformed services d. a five-year operational plan for increasing revenues c. 3. front office department Page 30 Issued: 2013 . b. In a the: a. direct accountability. d. c. Which of the following allows employees to vary the times they start and end work? a. a description of a company’s target markets and how to reach them b. the front office b. job sharing d. chief engineer. b. compressed work schedule b. housekeeping department d. 9. a high degree of communication and cooperation. Judy works in the rooms division of a large hotel. b. b. reservations c. the front office manager reports to the: general manager. front office b. d. Which of the following best describes a mission statement? a. large full-service hotel. c. director of marketing and sales. reservations c. a statement of the organization’s unique purpose d. register guests. Judy works in the ______________ department. responsibilities. On a hotel organization chart. and maintain guest accounts. tactics. housekeeping Which of the following hotel divisions or departments would be primarily responsible for maintaining the grounds surrounding a hotel? a. 5. goals. 4. c.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 2 1. d. flextime c. rooms division manager. hotel operated gift shop b. In a a. food and beverage department c. security director. large full-service hotel. reasonable accommodation 6. a. rooms division b. solid lines indicate relationships that involve: a. uniformed services Which of the following departments employs the largest staff in the rooms division? a. housekeeping department d. 10. food and beverage director. uniform services department c. sales d. Which of the following areas of a hotel is a support center? a. Her primary responsibilities are to sell guestrooms. 8. an indirect reporting relationship. d. engineering division 2. Hotel Organization 7. front office manager. c. strategies. the catering director is most likely to report to general manager. an explanation of the activities an organization must perform to achieve its defined goals Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: a. functional equality.

arrival and departure 3. d. room rack slip b.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 3 Front Office Operations 1. and forecasting reports? a. d. Early the next morning. He has several bags with product samples from his business and will be demonstrating them to clients over the next few days. the length of stay. a suite d. Which of the following eliminates the need for a telephone operator to intervene and record the times and charges of calls made by in-house guests? a. arrival and occupancy c. financial reporting software d. DNCO (did not check out). reservations module b. general ledger software c. When checking the 4 P. occupancy and departure d. an inventory control system Issued: 2013 Page 31 . On March 1. automated call dispensing c. Sylvia Pennypincher checks into room 207 for a one-night stay. sleep out. a point-of-sale system b. the front desk finds room 207 listed as vacant and ready for sale and realizes that the guest was a: a. point-of-sale module 10. general management software b. Which of the following front office forms typically contains personal guest data. A business traveler arrives without a reservation at the Downtown Plaza Hotel. adjacent rooms c. Which of the following types of front office software enables a hotel to generate rooms reports. information rack slip d. housekeeping report. guest accounting module c. Uniformed service functions are primary activities in which of the following stages of the guest cycle? a. rooms management module d. 6. c. Which of the following types of rooms would best meet the traveler’s needs? a. Which of the following front office applications of a computer-based property management system monitors predetermined guest-credit limits? a. revenue reports. room assignment d. due out. Which of the following is a primary front office concern during the occupancy stage of the guest cycle? a. b. adjoining rooms 4. credit card voucher 7. the occupancy report from the front desk would list the status of room 233 as: a. Which of the following system interfaces with a hotel’s property management system allows guest account transactions to be quickly transmitted from remote revenue centers and posted automatically to electronic guest folios? a. pre-arrival and arrival b. Pennypincher leaves the hotel without paying her bill. 5. a guest checks into room 233 and reserves the room for the next three nights. maintaining the guest history record 2. call detection b. a late check-out. security b. registration card c. reservations management software 9. a call accounting system d. and the method of settlement? a. On March 2. a stayover. sleeper. rooms management software d. c. connecting rooms b. skipper. a premium-call system 8. guest accounting software c. account settlement c. b.M. a sleeper.

reservations module b. Based on this information. non-guaranteed reservation. If a guestroom’s status is blocked. The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms. creation of waiting lists for high demand periods b. The status of a group’s reservation changes from blocked to booked as: a. Garcia a no-show bill for room and tax charges. a regret and denial report d.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 4 Reservations 1. 4. credit card guaranteed reservation c. which of the following is true? a. Which of the following terms is used to classify lost business when potential guests choose not to make a reservation? a. prepayment. Which of the following reservation system reports would help managers assess the volume of reservations activity on a daily basis? a.M. To avoid losing revenue from no shows during peak season. d. as they occur. confirmation number. she called the hotel and was able to have the bill rescinded because she had a: a. corporate. MCO. hourly. Central reservations offices typically exchange room availability information with member properties and communicate reservation transactions: a. Mr. c. d. d. only to find that the hotel was full. 2. financial management module 10. Upon receiving the bill. 8. c. b. The guestroom is an out-of-order room. b. This type of reservation is best described as: a. d. d. guest accounting module d. regret c. b. the resort requires guests to pay room charges in full before their day of arrival. rooms management module c. group members reserve rooms. weekly. c. credit card guaranteed reservation. The guestroom has been set aside for use by a group and may be reserved only by a member of that group. turnaway d. Which of the following is the greatest advantage of a computerized reservation system? a. which of the following types of reservations did Mr. The average length of stay of guests at the Ultra Resort is six days. The guestroom is among a number of rooms that cannot be reserved or assigned until all other rooms outside the block are sold. advance deposit. Barnes made a reservation at the Metro Hotel.M. an expected arrivals and departures report b. 6. b. c. a reservations transaction report 9. generation of a report summarizing reservations by room type d. travel agent guaranteed reservation. The Always-Booked Hotel sent Ms. daily. the cut-off date passes. generation of daily expected arrivals lists c. non-guaranteed reservation b. Barnes probably make? a. group members cancel rooms. denial b. The room held for him was released for sale at 6 P. Which of the following front office computer applications would help managers track commissions payable to agents for booking business at their hotels? a. travel agent guaranteed reservation d. b. no show 5. a rooms availability report c. corporate guaranteed reservation 3. He arrived at 9 P. c. the cut-off date approaches. improved accuracy of room availability information 7. Issued: 2013 Page 32 .

b. room rate range. The report that indicates which rooms are occupied and which guests are expected to check out the following day is called the: a. occupancy report. In the short term. Registration 6. A hotel’s practice of extending credit to guests by agreeing to bill the guest or the guest’s company for charges is called: a. 10. preregistration 5. housekeeping status report.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 5 Registration 1. reservation records. introduce the bellperson and hand the key to the bellperson without stating the room number. after assigning the guestroom the front desk agent should: a. and tell the bellperson the room number. European d. VISA. floor limit. housekeeping c. American b. fully computerized property. post status. Which of the following is issued by credit card companies to assure hotels that a guest’s credit card is valid? a. and tell the guest the room number. pre-authorized settlement. d. hand the guestroom key to the guest. c. To avoid room status discrepancies. credit/debit card companies. b. a room’s readiness for sale is determined by its _____________ status. c. To speed the check-in process. account billing. direct billing. Guests are likely to have a no-post status in the hotel’s sales outlets when their method of payment at check-in is: a. approval/denial number c. transfer settlement. the vast majority of guests are preregistered by accessing information from: a. room status discrepancy report. PIA. MasterCard. d. 2. c. transaction code d. a. hand the key to the bellperson. authorization code 8. a. The maximum amount in credit card charges a hotel can accept without requesting special authorization on behalf of a credit card holder is called the: a. 3. b. c. At the Burnt Tree Hotel. registration record. introduce the bellperson and hand the key to the guest without stating the room number. housekeeping b. status code b. d. cash in advance. b. Issued: 2013 Page 33 . d. This arrangement is called the _______________ Plan. the housekeeping status report should be compared with the ___________ report. 9. c. The Ultra Hotel is a 600-room. b. introduce the bellperson. If an arriving guest would like the assistance of a bellperson. 4. reservation b. room status discrepancy d. Modified American c. c. registration d. Asian 7. d. global distribution systems. point-of-sale systems. American Express. introduce the bellperson. a. meals are priced separately from guestroom charges. b. d. occupancy c.

Adele called the front desk to complain that the air conditioning in her guestroom was not working. d. information directory. Time-stamp the message slip. group résumé book. Ms. b. Stubbs. Suggest that the problem is not as serious as the guest believes. reader board. Which of the following is the preferred way to handle telephone messages for guests? a. log book. d. c. To help Mr. and deliver it to the guest’s room as soon as possible. c. offering choices for resolution. international d. At 8 P. group résumé book. Roberts was prompted by Julia’s review of the front desk’s: a. Which of the following is a recommended procedure for handling a guest complaint? a. 4. arrival list. mechanical d. Place the message slip in the guest’s mail and message rack slot until the guest requests it. Roberts to confirm that the faucet was fixed and to ask if there was anything else the hotel could do to make her stay more comfortable.M. d. c. Mr. arrival list. if possible. Give the guest your undivided attention. b. log book. 3. Every complaint should be welcomed as an opportunity to enhance guest relations. How should hotel personnel regard guest complaints? a. c. 5. Complaints should be ignored. a. b. Slide the message slip under the door of the guest’s room. The general manager suggested that part of her orientation should be to carefully review the front desk’s: a. and activities at the front desk in relation to guest services. c. the sales manager of a mid-service suburban hotel. At check-in. transaction file. pleasure/leisure b. place it in an envelope. service-related b. Several late arrivals attending the conference inquired at the front desk about that evening’s off-site entertainment function. Time-stamp the message slip. Complaints should be viewed as inconvenient interruptions to the work routine. d.M. Janet. 2. b. needed an overview of the recurring problems. This is an example of a(n) __________ complaint. c. business c. d. The call to Ms. b. Guest complaints should not be taken seriously unless the guest is angry. b. information directory. one of the front desk agents. Joe Gontram. called Ms. information directory. b. reader board. log book. Issued: 2013 Page 34 . d. Julia. regularly visits competing hotels in the area to discover which groups they are hosting and what functions are being held at them. After checking in to room 208 shortly before 2 P. group résumé book. reader board. information directory.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 6 Communication and Guest Service 1. issues. 7. that evening. Front desk agents would find the information recorded in the: a. a and b 8. transaction file. attitudinal c. a. Joe would be able to unobtrusively gather this information from each hotel’s: a. b. Tell the guest what can be done. d. information directory. Stubbs asked for directions to the nearest automatic teller machine. elderly 9. and switch on any in-room message indicators. Roberts reported to the front desk an annoying faucet leak in her room. c. unusual 10. 6. Split folios are most often requested by __________ travelers. the new front office manager at the Crystal Center Hotel. The City Center Hotel is hosting the regional conference of a mechanical engineers association.. c. d. place it in the guest’s mail and message rack slot. the front desk agent would refer to the front desk’s: a. reader board. reader board.

Most guestroom locks have a deadbolt mechanism. d. They might be fatigued after already working a full duty shift. the prior incidence of that type or similar types of crime on the premises c. b. These keys are called: a. mid-market hotel wants to hire off-duty police officers as part-time security staff. They may have superior training in dealing with emergencies. b. 3. A hotel’s contract security company should be responsible for supervising: a. They are oriented more toward crime prevention than the apprehension of criminals. Even where the law permits security officers to make a citizen’s arrest. d. b. based on the emotions of the plaintiff. after receiving the approval of the hotel’s general manager. Managers should look upon the theft of hotel towels. asking questions following an incident b. off-duty police officers working as security officers for the hotel. building masters. when a guest is under suspicion of burglary. only when punitive damages are also awarded. They may be better able to identify known criminals. Which of the following factors helps in determining foreseeability at a given property? a. Which of the following statements about a hotel security program is false? a. E-keys. 7. Which of the following statements about off-duty police officers is false? a. c. hotels typically stock extra keys for each safe deposit box. c. 4. b. the crime rate of the surrounding community d. Electronic locking systems recode keys every time a new guest checks in. if a sworn police officer cannot respond in time. d. c. c. The general manager of a large. when a guest is under suspicion of credit card fraud. d. ash trays. use of deadly force c. 2. the hotel’s security director.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 7 Security and the Lodging Industry 6. b. a. b. Issued: 2013 10. to the plaintiff for pain and suffering. c. Security information for employees should be tailored to fit the needs of their specific jobs. c. d. c. the hotel’s in-house security team. to punish a defendant for outrageous conduct. require identification before issuing a room key to guests never mention a guest’s room number aloud issue E-keys to all hotel managers and supervisors a and b Standard security procedures apply across the lodging industry. d. c. Which of the following is a common hotel security procedure? a. the visibility of local police in the surrounding community b. b. floor keys. 1. search of a guest’s room for evidence d. b. 8. d. b and c Page 35 . Hotels evict visitors who have no specific reason for being on the property. section masters. contract security employees. d. Which of the following statements about lodging security issues is true? 5. and so on as just the cost of doing business. Compensatory damages are awarded: a. they should do so only: a. Due to lost or stolen keys. each room attendant is issued one electronic key that is coded to provide access to the rooms he/she is assigned to clean for that day. Which of the following is an appropriate action for a hotel’s in-house security officer? a. At the SafeWay Hotel. Hotels are required by law to have security staff available and on the property 24 hours a day. detaining all suspects involved in an incident 9.

Mr. were staying at the James Hotel. unbalanced c. front desk agent on duty when Mr. d. d. 9. The front desk agent assigned Ms. non-guest b. c. due back. Membership entitles her to use the fitness facilities during her lunch hour and use a guestroom to change and shower. d. Ms. account balance. Her account at the front desk would be classified as a(n) _______________ folio. fraud department. d. her account would have a: a. Upon check-in. b. debit balance of $300. Mr. it may be identified by the front office auditor as a(n) ____________ account. They had dinner together in the hotel’s restaurant and Mr. Sylvan paid an advance deposit of $300 when she reserved a room at the Convention Center Hotel. The difference between total payments and total charges to an account is called the: a. a a a a business traveler paying by credit card leisure traveler paying by credit card paid-in-advance guest meeting planner paying by direct bill 7. Issued: 2013 Page 36 . 2. invoice. restricted-purchase d. 3. Blythe and one of his important clients. If a guest account is approaching its floor limit. b. account receivable. 6. account transfer. debit. folio. b. account correction. credit. Responsibility for collecting the account would fall to the: a. PIA 8. c. A summary grouping of accounts is called a(n): a. charge purchase. After the first night of her three-night stay.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 8 Front Office Accounting 1. c. Ms. c. b. high risk b. credit balance of $300. Blythe was out of the dining room. ledger. accounting department. front office manager. account allowance. house limit status. employee 4. Welk complained about the noise from the lounge on the floor below her room. b. Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account is called a(n): a. Mr. c. 10. paid-out. no-post status. Ms. b. account allowance. Which of the following types of guests would be least likely to have a high balance account? a. c. Blythe asked the front desk agent to take the restaurant charge off his client’s bill and put it on his own account. allowance. master d. account balance. b. This transaction is called a(n): a. d. 5. Dubois departed the Metro Hotel without settling his account. d. a. Welk another room for the rest of her stay and decreased her folio balance by $25 as compensation for the inconvenience. This type of transaction is called a(n): a. account correction. Later that night. d. guest c. cash advance. d. cash advance. b. account transfer. c. Dye. c. Tremain works in an office complex adjacent to the Travelers Inn and joined the Inn’s health club. Dye charged the bill to his room while Mr. a. Dubois departed. Mr.

5. b and c 7. the amount charged to his account was greater than the total recorded on his express check-out folio. c. a questionnaire sent to past guests. b. due out. ready for sale. cash. the usual way hotels settle disputed guest bills. Mr. 9. Establishing an accounts receivable billing policy and procedure includes determining the: a. c. Mr. At registration. a common practice for collecting late charges. 8.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 9 Check-Out and Account Settlement 1. c. d. d. credit card. This was probably due to: a. 3. Vaughn used the express check-out service during his stay at the Boston Marquee Hotel. b. combined settlement methods. In most instances. 6. the room’s status changes from occupied to: a. c. c. posting outstanding charges d. All of the following settlement methods transfer a guest’s account balance from the guest ledger to the city ledger except: a. approved direct billing. 2. a and c 4. direct billing d. credit card payment. d. b. d. nature of pre-settlement verification activities. The next morning. cash payment in full. the guest’s registration card and folio. Virgo can settle his account by: a. illegal. late charges. b. the front office manager and the restaurant manager implemented a manual back-up system of paper vouchers to minimize: a. 10. c. Mr. Issued: 2013 Page 37 . Which of the following settlement options will work with express check-out and self check-out? a. due backs. amount of anticipated room sales. d. credit card payment c. d. paid-outs. b. Adding charges and a note “signature on file” to a guest’s previously settled credit card account is: a. a typical way to handle skippers. cash payment b. d. updating the account aging schedule c. on-change. accounting errors. double billing. d. When he received his credit card bill. b. When a guest checks out and settles his or her account. walk-outs. stayover. The point-of-sale system at the hotel’s restaurant crashed during the night audit. c. estimated occupancy for the next 30 days. c. walk-ins. the front office log book and relevant group résumés. the information needed for a guest history record can be gathered from: a. late charges. b. direct billing. Virgo used his credit card to establish credit with the hotel. number of days between billings. b. At check-out. all of the above. checking for mail and messages b. the front desk agent’s observations at check-out. Which of the following is a front office procedure that occurs during the departure stage of the guest cycle? a.

she needs information about the frequency and costs of repairs to the current vacuums. area inventory lists 7. scheduled maintenance records 4. d. cleaning supplies b. preventive maintenance records b. Productivity standards for guestroom cleaning are uniform throughout the lodging industry. Differences between actual expenses and budgeted expenses are called variances. A calendar plan for deep cleaning of guestrooms should schedule the majority of work for periods of high occupancy. equipment data cards c. an area frequency list d. general manager. Which of the following planning tools helps the executive housekeeper specify the quality of work needed to clean or maintain items within a particular area of the hotel? a. b. 10. 9. Which of the following reports are used by the executive housekeeper to schedule rooms for cleaning? a. equipment history records d. b. an executive housekeeper should conduct time and motion studies on all tasks necessary to clean and maintain each item on an area’s inventory list. work orders d. the previous night’s occupancy report c. floor buffers d. Housekeeping’s cleaning responsibilities are typically determined by the: a. the current day’s occupancy report b. d. c. c. b. Before determining the number of guestrooms that a room attendant should be expected to clean during a work shift. cribs c. the executive housekeeper must first establish performance standards for guestroom cleaning. wants to purchase new vacuums for the room attendants. Which of the following statements is true? a. Which of the following documents kept by the engineering/maintenance department would give Laura the information she needs? a. housekeeping staff. productivity standards 8. c. Which of the following results from a communication problem between housekeeping and the front office? a. To determine realistic productivity standards. d. general manager. Which of the following statements is false? a. lock-out situations b. b. The executive housekeeper should review performance standards at least once a year. the executive housekeeper at the King’s Arms Hotel. manager of operations. executive housekeeper.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 10 The Role of Housekeeping in Hospitality Operations 1. the current housekeeping status report d. 5. Performance standards for guestroom cleaning vary from hotel to hotel within the lodging industry. Laura. convention services staff. Which of the following would be considered part of non-recycled inventories maintained by the housekeeping department? a. Which of the following is used to plan the work of the housekeeping department by specifying items cleaned and maintained by housekeeping staff? a. c. Final responsibility for the cleanliness and overall appearance of banquet and meeting rooms usually rests with the: a. on-change rooms d. late check-outs c. a calendar plan of special cleaning projects c. irons Issued: 2013 Page 38 . performance standards b. d. 6. In order to complete her cost/benefit analysis. performance standards c. room status discrepancies 2. Productivity standards for room attendants are the same for economy hotels and all-suite hotels. the previous day’s housekeeping status report 3. rooms division director. job breakdowns b. banquet staff.

8. b. 6. b. c. c. d. balance all departments. wage rates. guest and non-guest accounts that have reached or exceeded assigned credit limits. controller. complete outstanding postings. c. d. c. d. ensure proper room and tax postings. and credit card activities that occurred at the front desk is the role of the: a. 10. Which of the following is a supporting document verifying a hotel/guest transaction? a. verification and posting of room rates 9. check. The Roadside Inn is an 80-room motel with only one or two front desk agents on duty at any time. the cash register tape from a hotel’s coffee shop b.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 11 The Front Office Audit 7. day shift desk agent. To ensure that no single employee is wholly responsible for accounting for all phases of a transaction. c. front office auditor. general manager. All the accounts listed on a high balance report are: a. verify all room rates. a transcript of maintenance repairs d. resolve room status discrepancies. department detail and summary reports c. update file b. 4. c. ensuring the separation of front office job functions balancing all front office accounts resolving room status discrepancies b and c 3. c. b. accounts receivable clerk. post room and tax charges. b. guest accounts that are due to check out the next day. b. room and room tax charges should be posted by the: a. Which of the following is typically considered the most important outcome of the front office audit? a. monitor high balance accounts. 5. b. Which of the following is a function of the front office audit? a. guest checks from a hotel’s dining room c. front desk supervisor. The first step in a typical front office routine is to: a. Independent documentation by different hotel departments that verifies transactions posted to guest accounts enables the front office auditor to: a. variance folio 1. master folio c. Which of the following is an online internal accounting file that supports account postings originating from an operating department? a. front office auditor. a and b Issued: 2013 Page 39 . front office manager. guest accounts that have reached or exceeded assigned credit limits. d. 2. reconcile front office accounts with revenue center and departmental records. b. d. non-guest accounts. d. Performing the front office audit requires attention to: a. security issues. staffing considerations. reconciliation of room status discrepancies d. guest credit restrictions. Preparing a daily summary of the cash. d. control folio d. the daily operations report b.

the number of overstay rooms divided by the number of reservations. 1. rooms-only properties in a warm-weather destination area have resulted in paper-thin profit margins for most of the competing properties.The International Hotel School Managing Front Office Operations 333 – 8TH Edition a. d. The front office manager and the human resources manager of the Metro Convention Hotel plan to meet and develop selection criteria that will help the hotel hire the best job applicants for open front office positions. The percentage of overstays is equal to: the number of overstay rooms divided by the number of expected room check-outs.000 $4. controlling d. breakfast and dinner. group c. cost mark-up 5. average cost per guest c.67% 5. and all-day lift tickets. schedules.500 Rooms available for sale 80. complimentary rate 3.000 cannot be determined from data 9. incentive rate c. Which of the following is a special room rate offered to guests in affiliated organizations such as travel agencies and airlines because of potential referral business? a. $5.120. This is an example of a ____________ rate. d. 7. commercial rate b. Chapter 12 Planning and Evaluating Operations b.000 $5. cost per occupied room 10. a. multiple occupancy percentage d. b.000 Average daily rate $80 a. the number of stayover rooms divided by the number of expected room arrivals. market condition b. Rate wars among the economy. Which of the following statistics is most helpful to managers when estimating expenses for front office operations? a.152. staffing 2. Departmental income statements are called: a. percentage of no-shows c. c. c. Given the following data. The Snow Ski Resort offers a special rate that includes the room charge. line items.000 Occupancy percentage 80% Reservations 65. revenue summaries. average daily rate b. corporate b.89% 5. percentage of walk-ins b. Which of the following statistics helps the front office manager decide whether to sell rooms to walk-in guests on nights when the hotel nears full occupancy? a. d. 6. Given the following data. the number of overstay rooms divided by the number of actual room check-outs. package plan 4. Their work will affect which of the following management functions the most? a. leading c.160. calculate the percentage of understays: Number of room no-shows 30 Number of room walk-ins 60 Number of overstay rooms 40 Number of understay rooms 20 Number of room reservations 300 Number of room arrivals 340 Number of expected check-outs 380 a. evaluating b. consolidations. Issued: 2013 Page 40 . b. average daily rate 6. Hubbart Formula d. rule-of-thumb c. a. This situation can result from a __________ approach to pricing. c. average rate per guest d. rack d. b. forecast annual rooms revenue: Total rooms 80. promotional rate d.26% cannot be determined from data 8. c. d.

based on revenue management projections the number of rooms that are set aside as “closed to arrival” on a given date the lowest rate at which a room can be sold on a given date. 4. d. 76. b. At 70 percent occupancy. a and c 2. the occupancy percentage times the achievement factor. discount allocation c. duration control d. even though rooms are available for that particular night? a. group booking pace. data. Using principles of capacity management. $95. 86. wash factor.50 $85. The Bocker Hotel has three types of single rooms. displacement of transient business. The potential average single rate would equal the rack rate of single rooms if the hotel: a. overbook rooms in lower-priced categories and. $83. had 100 percent occupancy. $79. sold only single rooms. $81. the room rate achievement factor is __________ percent. b. 8. upgrade arriving guests to higher-priced rooms. the occupancy percentage times the average daily rate.90 5. d.0 Issued: 2013 6. $82. In revenue management. $85. c. 75. c. 64. based on anticipated demand Page 41 . if necessary. What is the potential average single rate for the hotel? a. 90 9. 90 type B rooms with a rack rate of $80. a. $117. d. the yield statistic is equal to: potential rooms revenue divided by actual rooms revenue. $107. offer the executive floor rooms as part of a midweek escape package to local couples with children. reverse yield 3. 45.50. Given the following revenue management is: Multiple Occupancy Percentage Rate Spread Potential Average Single Rate Actual Average Rate Achievement Factor a. c. b. c. 120 of the 266 rooms sold are normally occupied by more than one person. capacity management b.6 b. There are 80 type A rooms with a rack rate of $75. When attempting to maximize revenue and determining whether to accept additional group business. The DeLong Hotel has three different rate categories of rooms. c. Occupancy Percentage 72% Actual Average Rate $95 Potential Average Rate $125 Rate Spread $15 a. booking lead time.22 d. managers should consider the: a. d. used a weighted average to calculate the potential average rate. What is the hurdle rate? a. b. d. a.50 c.1 c.3 d. c. the reservations manager should: a. the potential average rate 50% $20 $97.00 79.80 b. 70. d. b. b. did not vary its single rate by room type. b. c. the average daily rate times the rate spread.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 13 Revenue Management 1. 31. the number of rooms that are set aside to fulfill minimum length-ofstay requirements on a given date the highest rate at which a room can be sold on a given date. The Royal Flint Hotel has 380 rooms. raise the rates for the executive floor rooms. and 100 type C rooms with a rack rate of $90. 10.50. Given the following revenue management data. d.1% 7. Which of the following revenue management methods might reject a reservation request for a one-night stay. Forecasts show midweek low-demand dates for the higher-priced executive floor rooms. The multiple occupancy percentage would be __________ percent.

pay for performance d. similarity error c. Mary returned to the work force after 20 years of raising a family. similarity error c. succession planning c. devil’s horns effect b. Ricardo evaluated Robin’s responses in a favorable light. Which of the following errors or biases is most likely to affect Carrie’s selection technique? a. Which of the following best describes the internal recruiting strategy that the front office manager used with David? a. After Mary’s first year of employment. the front office manager of a 250-room hotel. She tends to identify an early favorite. halo effect 6. contrast error d. succession planning c. temporary employment agencies b. uniformed services. leased employees c. sat down to interview Robin for an open front desk position. job sharing 3. closed-ended questions 5. Which of the following best describes the internal recruiting strategy that the front office manager used to help advance Mary’s career and fill a key position in the department? a. and housekeeping departments? a. Throughout the rest of the interview. She was hired at the hotel as a reservations agent. devil’s horns effect b. pay for performance d. Which of the following selection errors or biases affected Ricardo’s interview with Robin? a.M. The front office manager quickly recognized Mary’s solid work habits and her ability to work well with the staff. the manager provided the kind of coaching and professional development opportunities that eventually qualified Mary for her current position. Recent bookings at the 250-room Carefree Resort have dramatically changed next month’s occupancy forecast from a traditionally low 60 percent to a very busy 85 percent. eclectic questions c. always interviews many applicants for an open position. cross-training b. contrast error d. When Ricardo. employee referrals Issued: 2013 4. job sharing 2. open-ended questions b. Mary’s current position at the 500-room Sun Resort Hotel is second-shift front office supervisor.M. Which of the following types of interview questions is most likely to lead job applicants to respond with answers they feel the interviewer wants to hear? a. to 11 P. he immediately found out they graduated from the same high school. The front office benefits from David’s skills because the manager can schedule him to work while staffing around other employees’ vacations and absences. then from that point on compare all the other applicants to that person. Carrie. posting job openings d. halo effect Page 42 . Working two different positions helps him maintain full-time employment status at the hotel and brings variety to his work.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Chapter 14 Managing Human Resources 1. David works as a bellperson and as a front desk agent at the 400-room Horizon Hotel. the reservations manager at a downtown convention hotel. She directs the work of the entire front office staff during the 3 P. cross-training b. Which of the following recruiting strategies would be least appropriate for the rooms division manager to take to quickly staff up the front desk. Several years ago. stress questions d. shift.

provide them with a copy of the appropriate job breakdown. d. d. have them demonstrate the task. referral program c. evaluate the current staff and terminate underperforming employees. have them watch you demonstrate the task. An effective way to help employees practice a task during a training session is to: a. Lois. b. c. ask open-ended questions of all the employees to determine the state of their morale. job expansion 10. 8. c. cross-training c. b. job analysis b. identify the top performers in the department and coach them as department trainers. 9. administer a test to identify what they need to review. the newly hired front office manager at the 450-room Traverse Hotel. conduct a job analysis for each front office position. Lois’s first step toward creating a systematic training program would be to: a. Which of the following focuses training techniques on the actual on-thejob application of what is learned in training sessions? a. This led to inconsistent performance and low guest satisfaction ratings. coaching b. performance appraisal Issued: 2013 Page 43 . inherited a department without a formal training program. incentive program d. Which of the following focuses on an employee’s job performance and outlines steps the employee can take to improve job skills and performance? a. job analysis d.The International Hotel School Managing Front Office Operations 333 – 8TH Edition 7. Most of the current staff learned their jobs by following an experienced employee for two days and then doing the best they could on their own.

5% 30% 100% Percentage Achieved Group work : Oral – barriers to effective communication Video : Fawlty Towers Homework Exercise 6 : Security poster Homework Exercise 7 : Toothbrush Case study : Playing dirty in your hotel room Class participation : Calculations activity Group work : HR mind map Group work : Role play – 4 step training method Opera Activities Mid term test Totals Please take note that the above is simply a guideline.The International Hotel School Managing Front Office Operations 333 – 8TH Edition Portfolio of Evidence Chapter 1 – 14 1 1 2 3 3 4 5 5 5 6 6 7 9 10 12 14 14 8. 11. Issued: 2013 Page 44 . 13 1–7 Activity Class participation : Overall discussion activities Group work : Management companies Homework Exercise 1 : Star grading Case study : A compass for the Driftwood Inn Group work : Registration card Homework Exercise 3 : Nomsa’s Getaway Lodge Expedia.5% 5% 2% 5% 2% 5% 5% 2.com report feedback Video : Check-in/check-out Twin towers Homework Exercise 5 Student number: ___________ Point Average % Load 5% 2. Activities and % may be changed/added/removed at the lecturers discretion.5% 2% 5% 5% 5% 2% 5% 5% 2% 5% 2.

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