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UNIVERSITY OF SAINT LOUIS TUGUEGARAO

Tuguegarao City, Cagayan

College of Tourism and Technical-Vocational Education


Rooms Division Management and Control
Final Examination, 1st Semester SY 2010-2011
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TEST I. MULTIPLE CHOICE (100 POINTS)


Direction: Choose the correct answer and mark only one answer for each item by
shading the circle that corresponds to the letter of your choice on the
answer sheet provided.
1. Is a label given to a patron who comes unannounced, looking for rooms.
a. skipper b. walk-in c. sleeper d. FIT
2. Is the highest published rate a hotel can charge for specific room.
a. corporate rate b. volume account rate c. rack rate d. industry rate
3. They also serve as an intermediary in booking clients to the hotel in exchange of a
pre-negotiated management fee or commission.
a. tour operators b. travel agents c. tour guides d. associations
4. This formula is based on the construction cost of the hotel.
a. Cost rack formula c. Cost rate formula
b. Hubbart formula d. Construction cost formula
5. This is formula is based on the cost of operating a hotel plus a reasonable return of
investment for the owners.
a. Cost rack formula c. Cost rate formula
b. Hubbart formula d. Break-even analysis
6. This is given when there is a guaranteed number of room nights within a specific time
frame.
a. weekday/weekend rate c. industry rate
b. volume account rate d. seasonal rate
7. How many percent discount is given to industry practitioners and professionals when
they book accommodation in the hotel?
a. 10%-15% b. 20%-30% c. 20%-50% d. 10%-20%
8. An agreement that a hotel makes to hold a room until cut-off date and time. If the
guest does not arrive by that time, the room maybe sold to other guests.
a. confirmed reservation c. regular reservation
b. guaranteed reservation d. on site reservation
9. An agreement that the hotel makes to hold a room for a guest until the guest arrives.
In return, the guest assures payment for the room using his credit card or his company
account or by making a pre-payment.
a. confirmed reservation c. regular reservation
b. guaranteed reservation d. on site reservation
10. Applies when terms of reservation have been verified. Both the hotel and the
reserving party agree on the dates, rates and billing arrangement, room type and other
arrangements.
a. confirmed reservation c. regular reservation
b. guaranteed reservation d. on site reservation
11. This is where records and letters pertaining to guest reservations are kept.
a. reservation rack c. individual reservation form
b. reservation slip d. hanging folder
12. This can help the clerk determine whether or not reservations can still be accepted
for a certain date, or will be wait-listed or refused.
a. reservation rack c. reservations diary
b. reservation chart d. reservation slip
13. This is used to record daily room bookings or reservations, making reference to the
reservation cards or slips.
a. reservation rack c. reservations diary
b. reservation chart d. hanging folder
14. This serves as a trace file for all reservations received by the hotel.
a. reservation rack c. reservations diary
b. reservation chart d. reservation slip
15. It is calculated by dividing total revenue from room sales by the number of rooms
occupied.
a. cost rate formula c. average room rate
b. Hubbart formula d. occupancy percentage
16. The voiding of a confirmed reservation.
a. closed-out b. blocking c. modification d. cancellation
17. Selling room space in excess of the number of rooms that are available.
a. overbooking b. house limit c. closed-out d. full house
18. The current condition of a guest room.
a. house status b. run of the house c. room status d. room availability
19. The process of holding or reserving a specific room for a guest based on his room
preferences and other factors.
a. upgrading b. blocking c. modifying d. confirming
20. Provides the consumer with an avenue to locate a hotel of choice in a certain
location.
a. Central Reservations System c. Property Management S ystem
b. Private Branch Exchange d. Central Operating System
21. Paid to travel agents by hotels, airlines and other travel related suppliers to induce
further bookings.
a. discount b. special charge c. commission d. complimentary fee
22. The last possible date the hotel can hold contracted rooms for group before
releasing them.
a. closed-out date c. cutoff date
b. booking out date d. on-hold date
23. This applies to government employees traveling on business. Usually covers hotel,
meals and other out-of-pocket expenses.
a. allowance b. per diem c. stipend d. incentive compensation
24. All of the following are forms and reports required when preparing room statistics
EXCEPT which one of the following?
a. registration card c. arrival departure record
b. room rack slips d. ledger
25. The availability status board will have a green chip on the date concerned if the
period is?
a. closed-out b. on-request c. wait list d. on-hold
26. The availability status board will have a red chip on the date concerned if the period
is?
a. closed-out b. on-request c. wait list d. on-hold
27. RCS stands for?
a. Room Competitive Status c. Room Closed-out Statistics
b. Room Configuration Status d. Room Count Sheet
28. All of the following are types of account based on source of business EXCEPT
which one of the following?
a. Travel Agencies b. Walk-ins c. Balikbayan d. Transient
29. The General Manager should counter check all reservations with no flight
information and calls up concerned companies.
a. TRUE b. FALSE c. Not at all times
30. A report that estimates the number of guests to occupy the hotel at a particular
period.
a. Occupancy Report c. Room Availability Report
b. Room Sales Recapitulation d. Average Room Report
31. It is the total number of rooms that could theoretically be sold on a given date. It does
not include rooms that are out of order for maintenance or redecoration, or rooms that are
currently under construction
a. Room Status c. Room Availability
b. Room Sales Recapitulation d. Room Inventory
32. A guest who occupied a room on the previous night and intends to remain on the
current night.
a. overstay b. stayover c. skipper d. sleeper
33. Guests who remain in the hotel beyond the scheduled departure date.
a. overstay b. stayover c. skipper d. sleeper
34. What is the average and acceptable no-show rate in a hotel?
a. 1% of reservations c. 5% of reservations
b. 2 % of reservations d. 10 % of reservations
35. What is the average and acceptable cancellation rate in a hotel?
a. 1% of reservations c. 5% of reservations
b. 2 % of reservations d. 10 % of reservations
36. What is the formula in determining the number of stayovers in a hotel?
a. Stayovers = Reservation– Departures
b. Stayovers = Previous night’s occupancy – Departures
c. Stayovers = Previous night’s occupancy + Departures
d. Stayovers = Reservation + Departures
37. What is the formula in determining the total rooms committed in a hotel?
a. Total Commitment = Stayovers+ Reservations
b. Total Commitment = Stayovers - Reservations
c. Total Commitment = Stayovers+ Departures
d. Total Commitment = Stayovers – Departures
38. This is the most common and effective statistics in a hotel?
a. sleepers b. occupancy c. room nights d. room rate
39. This is an estimation based on information about past reservations and occupancy?
a. Occupancy Report c. Room Availability Report
b. Room Sales Recapitulation d. Average Room Report
40. What is the formula in computing for understay percentage?
a. Understay % = Understays/Stayovers
b. Understay % = Understays/Reservations
c. Understay % = Understays/Total Rooms Committed
d. Understay % = Understays/Overstays
41. Outlines all tasks and subtasks that compose a work position. Moreover, this may
outline reporting relationships, responsibilities, working conditions, equipment and
materials to be used.
a. job breakdown b. job description c. job specification d. task breakdown
42. List of all personal qualities, skills, and traits a person needs to have in order to
perform successfully the tasks in a given position.
a. job breakdown b. job description c. job specification d. task breakdown
43. What is the most important equipment used, in the manual system, at the arrival
stage?
a. room rack c. reservations diary
b. reservation chart d. reservation slip
44. All of the following are tasks of a Reservations Attendant EXCEPT which one of the
following?
a. determine room availability c. handle daily correspondence and reports
b. balance the hotel’s trading accounts d. process cancellation and modification
45.All of the following are different ways on how guests can settle their account
EXCEPT which one of the following?
a. voucher b. charge card c. ledger payment d. ATM card
46. The number one reason why Front Office and Housekeeping departments should
frequently reconciliate their room status reports.
a. to ensure that employees will receive their salaries
b. maximize room revenue and detect skippers
c. to avoid conflicts between hotel employees
d. to control rooms
47. The MOST important factor that will determine whether a hotel should go for lenient
or aggressive collection schedule, as far as collection of unpaid account balances.
a. The company where the guest is connected.
b. The geographical distance that separates the hotel from the guest billing address.
c. If the guest is not a repeat customer of the hotel.
d. The guest does not have prior reservations.
48. Guest supplies necessary to the guest rooms that are not normally used up or taken
away by guests.
a. guest essential b. guest expandable c. guest loan item
49. All of the following are tasks of an Executive Housekeeper EXCEPT which one of
the following?
a. train new employees c. monitor budget and expenditures
b. facilitate meetings d. prepares payroll of staff
50. His role is to re-stock the housekeeper’s cart with cleaning materials and amenities
as needed.
a. Chambermaid b. Houseperson c. Room Attendant d. Butler
51. Guest supplies that are expected to be used up by guests that cannot be classified
as luxuries even at the most Spartan budget property.
a. guest essential b. guest expandable c. guest loan item
52. It means the guestroom was locked by the hotel management so that the guest
cannot re-enter the room. This also happens when guest hesitates to pay his bill.
a. double locked b. locked-out c. room lock d. incognito
53. A convertible couch
a. Roll away bed b. Murphy bed c. Bunk bed c. Studio bed
54. A room with a guest who does not want to reveal important information about him or
he wants his stay in the hotel confidential .
a. house use b. locked-out c. blocked d. incognito
55.Size of a double bed
a.35”x80” b.40”x80” c. 54”x75” d. 60”x80”
56. A guest who is expected to check-out but has not yet vacated the room or paid his
bill.
a. Early departure b. Check out c. Due out d. Blocked
57. Guest supplies that are not normally found in the guest room but are commonly
available to guests when requested.
a. guest essential b. guest expandable c. guest loan item
58. A room status that requires personal inspection to verify the actual status of the
room.
a. V/O b. OOO c. CO d. OD
59. Size of a single bed.
a. 40”x75” b. 36”x75” c. 33”x75” d. 45”x75”
60. The process by which the guest room is made warm and inviting for the evening.
a. housekeeping b. room make-up c. turn down service d. butler service

61. Which of the following is the correct sequence in taking reservations?


a. Reservation-Verification-Arrival Registration-Rooming the guest/post guest charges-
Check out confirmation/more guest charges-guest incurs charges
b. Reservation-Arrival Registration-Rooming the guest/post guest charges-guest incurs
charges-Verification-Check out confirmation/more guest charges
c. Reservation-Arrival Registration-Verification-Rooming the guest/post guest charges-
check out confirmation/more guest charges-guest incurs charges
d. Reservation-Arrival Registration-guest incurs charges-Rooming the guest/post guest
charges-Verification-Check out confirmation/more guest charges
62. Which of the following is not a subdivision of the Rooms Division?
a. Front office department c. Stewarding department
b. Guest Services d. Concierge
63. Is responsible for the efficient and effective management and operation of all hotel
rooms?
a. General Manager c. Rooms Manager
b. Chief Operating Officer d. Rooms Division Manager
64. The following are security equipment used in a Hotel, which one is not?
a. Electronic key cards c. Smoke detectors and fire alarms

b. CCTV d. Switchboard

65. Which one is the MOST significant reason why hotels should have a security
procedure or security division?

a. To secure the assets of the company

b. To ensure safety

c. To safeguard not only the company itself but also the staff and most especially its
customers.

d. To avoid any lawsuit from customers in case that a possible disaster scenario occurs
that would endanger them.

66. This is usually designed by the hotel’s security division to ensure staff and guests’
safety and to minimize direct and indirect costs from disaster.

a. Disaster Awareness plan c. Catastrophe plan

b. Evacuation Master plan d. Security plan

67. A building, edifice or premises or a completely independent part thereof which is


used for the regular reception, accommodation or lodging of travelers and tourists and
the provision of services incidental thereto for a fee.

a. hotel b. motel c. resort d. pension house

68. Is often located in downtown or business areas, places convenient for business
people.

a. suite b. casino hotel c. commercial hotel d. economy hotel

69. Is designed especially to handle group meetings and emphasize their ability to
provide all the services and equipment necessary to ensure a meetings success.

a. suite b. convention/conference center c. economy properties d. de luxe

70. A type of hotel establishment that offers a range of accommodations and services.
a. City Center Hotel c. Casino Hotel
b. Suite Hotel d. Full Service Hotel
71. They compile all Hotels’ occupancy forecasts together with all revenues and
expenses to make up the budget of the hotel.

a. Human Resources department c. Marketing and Sales


department
b. Rooms Division d. Accounting department
72. Which of the following is not a function of a hotel?
a. Provides lodging and accommodation to guests

b. Provides venue for important functions and occasions


c. Maximizes profit to the fullest to ensure immediate return of investment

d. Exists to serve and enrich the society and at the same time make a profit for
the owners.

73. Sequence of events that take place from the moment the guest calls to make a
reservation until he or she checks out.

a. Guest cycle c. Reservation cycle


b. Arrival chronology d. Rooming and Checking out
74. It occurs when a front desk officer /clerk suggestively sells the feature of largest
room, and a higher floor or perhaps a better view
a. Upselling c. Guest room buyback process
b. Upgrading d. Top selling
75. Room is occupied by a hotel employee not subject to charges.
a. Vacant ready b. House use c. Blocked d. Occupied
76. It means the hotel reached its 100% occupancy therefore no room is available for
sale.
a. Incognito b. Full house c. Blocked d. Out of Stock
77. It is where guests receive the first impression of the hotel, its staff and its service?
a. Security c. Mail and Information
b. Reception d. Concierge
78. A type of lodging establishment that offers principally long term accommodation?
a. Condotel c. Resort
b. Economy Hotel d. Budget hotel
79. It represents the hotel and is responsible for its profitability and performance and
the overall in charge of the whole hotel operation?
a. General Manager c. Operating manager
b. Chief Operating Officer d. Rooms Division Manager
80. A room is reserved for a guest who is expected to arrive within the day.
a. House use b. Full house c. Blocked d. Early arrival
81. The status of a room which is clean but needs some minor repairs and servicing like
spot shampooing, busted lights and defective appliance.
a. Out of service c. Vacant clean
b. Out of order d. On change or cleaning in progress
82. The individual guest’s choice of room type, configuration and designation.
a. Room rack c. Room choice
b. Room preference d. Room rate
83. The establishment’s normal room rate.
a. Room rack b. Room choice c. Room preference d. Room rate
84. The assignment of rooms to an individual housekeeper.
a. task b. break-out c. guestroom buy back process d. section
85. The department in the hotel that has the biggest number of employees.
a. Front office b. Food and beverage c. Housekeeping d. Engineering
86. Items that is conducive to the guest’s material comfort and convenience.
a. housekeeping supplies b. guest supplies c. facilities d. loan items
87. The ideal number of rooms that should be cleaned by a housekeeper daily.
a.16-18 rooms b. 10-12 rooms c. 30-35 rooms d. 22-28 rooms
88. The ideal number of rooms that should be cleaned by a housekeeper daily.
a. 16-18 rooms b. 10-12 rooms c. 30-35 rooms d. 22-28 rooms
89. A type of lodging establishment that one could simply drive up, park outside office,
register, rent a room and park outside room.
a. Drive in Motels c. Freeway Hotels and Motels
b. Economy hotel d. Commercial Hotel
90. Provides a wide selection of guest services in addition to accommodation such as
food and beverage service, laundry services and business facilities.
a. budget hotel b. self catering hotel c. full service hotel d. standard hotel
91. Offers the highest standard of excellence in luxury and comfort, efficiency and food
and beverages.
a. condotel b. suite c. casino hotel d. de luxe
92. Any action or reaction that customers perceived they have purchased.
a. product b. service c. accommodation d. food and beverage
93. It is measured by the amount of actual and perceived consideration a guest can
reasonably expect to receive.
a. customer delight b. service level c. customer loyalty d. customer surprise
94. Consists of the established systems and procedures to deliver products and
services.
a. procedural side of service c. service level
b. personal side of service d. customer satisfaction

95. Is how service personnel using their attitude, behavior and verbal skills in interacting
with customers.
a. procedural side of service c. service level
b. personal side of service d. customer satisfaction
96. Key player that creates a collective and powerful impression needed to operate and
support any hospitality business.
a. service delivery system c. customer system
b. procedural side of service d. service level
97. Provides no other service besides basic accommodation.
a. budget hotel b. self catering hotel c. full service hotel d. standard hotel
98. Provides cheaper and more basic guestrooms with limited food and beverage
services.
a. budget hotel b. self catering hotel c. full service hotel d. standard hotel
99. Several properties owned or operated under the same name or managed by the
same company.
a. local group hotel b. hotel chain c. privately-owned hotel d. franchised hotel
100. Any place or places with pleasant environment and atmosphere conducive to
comfort, healthful relaxation and rest, offering food, sleeping accommodation and
recreational facilities to the public for a fee or remuneration.
a. hotel b. motel c. resort d. pension house

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Prepared by:

MS. DIANA C. TUNGCUL, MBA


MS. MAURITZ JOANNAVIE CONDA
Instructors

Recommending Approval:

MRS. MA. SHERYLN S. TAMA


HTM- Program Head Coordinator
Approved by:

MR. ELISEO N. MANAUIS, Jr., MBA


Academic Dean