Check-in Check-Out Managing Hotel Operations, 9E Gary K. Vallen Test Bank.pdf

Type:

Test Bank

Check-in Check-Out Managing Resource: Hotel Operations Edition:

9th Edition

Author(s):

Gary K. Vallen Jerome J. Vallen

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False 1

Hotels control labor costs by using call­in staff: Employees work only when the business is there. Housekeeping is one such department. True False

2

Hoteliers value their properties on a per­room basis; for example, $150,000 per room. True False

3

AAA, American Automobile Association, has a contract from the U.S. Department of Commerce to rate and rank hotels in the 50 states as a means of assuring quality standards to international guests visiting the country. True False

4

European hotels that have a "first­class" rating by the World Tourism Organization are the best the country has to offer. True False

5

If a resort includes all meals, tips, food, and beverage in one room­rate quote, it is said to be a megaresort. True False

6

Breakfast is the meal most often taken in the hotel by registered guests. True False

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7

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Geography is to the resort, as commerce is to the transient hotel and population is to the residential hotel. True False

8

Because occupancy reflects both supply and demand, it measures the economic health of the individual hotel and, indeed, of the entire industry. True False

9

So few countries of the world use governmental rating systems (the United States is an exception) that travelers are advised to use ADR as the best measure of class. True False

10

The plan of the conference center, CMP, is similar to the Caribbean's all­inclusive plan, and both borrow from the old­fashion American Plan. True False

11

Classifying a hotel by its class is far more accurate than classifying it by, say, its location. True False

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12

The hotel industry is countercyclical; that is, it improves when the general economy falls and declines when the general economy booms. True False

13

"Mom­and­Pops" and the highway motels that they once operated are a historical note, replaced by franchised/chain names; but the individual properties 2/5

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might still be owned individually. True False 14

A budget hotel might have a 1:1 employee­to­guest ratio, while a casino hotel would be even better, say 0.05 employee to each room. True False

15

Innkeeping is a cyclical industry that goes from highly profitable peaks to very difficult troughs. True False

16

RevPar is the product of ADR (say, $80.00) multiplied by occupancy (say, 80%). True False

.

17

RevPar measures revenue relative to the total room inventory; ADR measures revenue relative to the number of rooms sold. True False

18

RevPar is closely watched because it reflects management's overall ability: bringing in business and holding down expenses. True False

19

Once a hotel achieves its break­even point, profits accumulate rapidly because fixed expenses and many semi­fixed expenses have been met. True False 3/5

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20

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Occupancy measures quantity and ADR measures quality. True False

21

The number of rooms available is known to the individual hotel executive but only estimated by those measuring larger units, such as the regional or national occupancy. True False

22

There are approximately 250,000 hotels and about 25,000,000 hotel rooms in the United States, so the average hotel is about 250 rooms in size. That's just about the right size. True False

23

Unlike most other industries, hotelkeeping is not subject to the ups and downs of economic cycles. True False

24

The word hôtel, meaning "large house," comes from the French and is a relatively modern term considering the long history of innkeeping. True False

25

A hotel must be evaluated as a piece of real estate as well as by its operations as an ongoing business. True False

26 .

The percentage of occupancy is a gauge of the industry's (and the individual hotel's) economic health. 4/5

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False 1

The company that owns the hotel building is not likely to be the company that manages the hotel. True False

2

146. Antitrust laws forbid a hotel company (say, Marriott) from owning another hotel company (say, Ritz­Carlton). True False

3

Public corporations may have thousands of shareholders (stockholders). True False

4

Corporations are "legal persons" that can sue and be sued, buy and sell real estate, and operate and manage hotels. True False

5

Traditional corporations are sometimes called C­ Corporations to distinguish them from REITs. True False

6

To assure that shareholders' interests are independently maintained, the general manager of a hotel is never an officer of the company that manages the property. True False

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7

Despite the title, an assistant manager is not a direct assistant to the general manager, but rather is a manager in the rooms division. True False

8

Large hotels such as the Las Vegas properties employ several thousand workers, perhaps as many as two employees per room. True False

9

An ideal hotel organization does not allow staff members (accounting, legal, technology, etc.) to interact with guests, leaving guest contact to line members (desk personnel, food and beverage supervisors, etc.) exclusively. True False

10

The food and beverage department has become less important­not unimportant­to the lodging industry during the past three decades. True False

11

Most hotels have all of the positions listed in the organization chart shown in the textbook. True False

12

It is a measure of the importance­actually the unimportance­given to the hotel's housekeeping department that rating agencies such as AAA do not consider cleanliness during their inspections. True False

13

The bell department (uniformed services) and the telephone department have been shrinking during the

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Long­distance telephone records All of the above 11

Which of the following does NOT belong in the set?

12

Speedy check­out Zip­out check­out No­wait check­out VIP check­out None of the above; they are the same process with different names. Which of the following is NOT a real type of keycard used with today's electronic locking systems? Magnetic stripe cards Memory cards Smart cards RFID tags All of the above are real keycard types.

13

Which acronym is NOT part of the lodging industry's electronic vocabulary? POS PMS ELS A/R HITIS

14

Which federal agency regulates the nation's telecommunication industry? FCC OSHA FDA FICA None of the above

15

Which of the following services are available at some hotels on the in­room television screen? Guest folio Room­service menu Weather reports and airport times Personal messages All of the above

16

A hard­wired ELS can be upgraded to include:

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Removal of room­service trays Clearing of smoke from no­smoking rooms Energy control of the guest room Cooking capabilities (but only in all­suite facilities) None of the above 17

Which of the statements about electronic locking systems is NOT accurate? The system can include one­way or two­way communication. The keycard console is a large piece of equipment kept at the front desk. Each guest gets a new or recycled keycard. Lost keycards are inexpensive to replace. None of the above; they are all accurate.

18

HOBIC means: Hotels Of [the] Best International Chains, an affiliated rating service Hotel Oversight By Independent Council, a hotel group that evaluates technology Hospitality Overseas Building Into [a] Chain, an Asian form of joint venture Hotel Billing Information Center, a telephone system None of the above

19

The term "resort services" refers to: An all­inclusive offering at some resorts The mix of in­house and out­of­house capabilities, primarily at Caribbean resorts Additional fees levied by some properties over, and in addition to the room rate Advertising jargon usedatbysome four­resorts and five­ starthe resorts An all­inclusive offering and mix

20

of in­house and out­of­house capabilities, primarily at Caribbean resorts "Ma Bell" refers to:

The first woman innkeeper in the U.S. colonies http://l oc al hos t/v i ew ques ti ons _new 2.php?c at= 121&button= Subm i t

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Industry slang for the silver bells once used to call bellhops A warm reference to Martha Bell, founder of the Bell Hotel Chain AT&T, the telephone company None of the above 21

22

In­room hotel safes can be activated by: Magnetic stripe cards Codes (digital) entry Keys Biometrics All of the above, depending upon the make and model. Self­service kiosks:

Make change for foreign currency Generate extra income by accepting advertising Imply, for many guests, that management is uncaring Have replaced telephone booths in lobbies Make change for foreign currency and generate extra income by accepting advertising

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