FRONT OFFICE OPERATIONS FINAL EXAM 2025 UPDATED
QUESTIONS AND ANSWERS 100% CORRECT VERIFIED.
Which of the following is the preferred way to handle telephone messages for guests? - ANS -Time- stamp the
message slip, place it in the guest's mail and message rack slot, and switch on any in- room message indicators
A package offered by The Festive Resort includes the cost of three meals a day in the room charge. The arrangement
is called: - ANS -The American Plan
Split folios are most often requested by travelers - ANS -Business
Which of the following is a recommended procedure for handling a guest complaint? - ANS -Give the guest your
undivided attention
Tell the guest what can be done, offering choices for resolution (A and B)
The potential average single rate would equal the rack rate of single rooms if the hotel: - ANS -Did not vary its single
rate by room type
A training tool that states the specific, observable, and measurable steps an employee must take to accomplish a
task is called: - ANS -Job breakdown
A hotel is marked by a price and/or rating category-not by name, brand, or property specifics-on a(n) website -
ANS –Opaque
Which of the following is a measurable goal for the front office department? - ANS -Increase the average daily rate
in July by $1.00
On a hotel organization chart, solid lines indicate relationships that involve: - ANS -Direct accountability
Unpaid guest account balances result from - ANS -Skippers
Snapchat and YouTube are considered social media platforms - ANS -messaging
Adding charges and a note "signature on file" to a guest's previously settled credit card account is: - ANS -A common
practice for collecting late charges
All the accounts listed on a high balance reports are: - ANS -Guest and non-guest accounts that have reached or
exceeded assigned credit limits
An account that is less than thirty days old is generally considered to be - ANS -Current
, Which of the following usually determines the guest's point-of-sales charge status? - ANS -The guest's intended
method of payment
A late charge occurs when: - ANS -A charge is posted after the guest depart
When a cashier pays out more than he or she receives, there is not enough cash in the drawer to restore the bank,
the result is a: - ANS -Due back
Sometimes the front office must send a statement to a no-show billing for the amount of the guarantee. What
department is responsible for collection - ANS -The account receivable department
Given the following revenue management data, calculate the room rate achievement factor: Occupancy percentage
63%
Actual Average rate $85 Potential average rate $120 Rate spread $11 - ANS -70.9%
Which of the following reports might tell a reservation manager that rates being quoted are too high? - ANS -Regret
Which of the following system interfaces with a hotel's property managment system allows guest account
transactions to be quickly transmitted from remote revenue centers and posted automatically to electronic guest
folios? - ANS -A point-of-sales system
When dealing with an irate guest, a hotel employee should: - ANS -Isolate the guest if possible, so other guests don't
overhear
All of the following are regarded as potential advantaged of internal recruiting over external recruiting EXCEPT - ANS
-Infusion of "new blood" with new ideas
Which of the following areas of a hotel is a support center? - ANS -Housekeeping department
Which of the following certifies that buildings meet standards of energy efficiency, conservation, and community
sensitivity? - ANS -The Leadership in Energy and Environmental Design (LEED) rating system
For a front office account, charges are to an account balance and are entered on the
side of a T account - ANS -Increase; left
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. The DewDrop
Inn should consider: - ANS -Joining a referral group
The most common method of making a guaranteed reservation by - ANS -Credit card
QUESTIONS AND ANSWERS 100% CORRECT VERIFIED.
Which of the following is the preferred way to handle telephone messages for guests? - ANS -Time- stamp the
message slip, place it in the guest's mail and message rack slot, and switch on any in- room message indicators
A package offered by The Festive Resort includes the cost of three meals a day in the room charge. The arrangement
is called: - ANS -The American Plan
Split folios are most often requested by travelers - ANS -Business
Which of the following is a recommended procedure for handling a guest complaint? - ANS -Give the guest your
undivided attention
Tell the guest what can be done, offering choices for resolution (A and B)
The potential average single rate would equal the rack rate of single rooms if the hotel: - ANS -Did not vary its single
rate by room type
A training tool that states the specific, observable, and measurable steps an employee must take to accomplish a
task is called: - ANS -Job breakdown
A hotel is marked by a price and/or rating category-not by name, brand, or property specifics-on a(n) website -
ANS –Opaque
Which of the following is a measurable goal for the front office department? - ANS -Increase the average daily rate
in July by $1.00
On a hotel organization chart, solid lines indicate relationships that involve: - ANS -Direct accountability
Unpaid guest account balances result from - ANS -Skippers
Snapchat and YouTube are considered social media platforms - ANS -messaging
Adding charges and a note "signature on file" to a guest's previously settled credit card account is: - ANS -A common
practice for collecting late charges
All the accounts listed on a high balance reports are: - ANS -Guest and non-guest accounts that have reached or
exceeded assigned credit limits
An account that is less than thirty days old is generally considered to be - ANS -Current
, Which of the following usually determines the guest's point-of-sales charge status? - ANS -The guest's intended
method of payment
A late charge occurs when: - ANS -A charge is posted after the guest depart
When a cashier pays out more than he or she receives, there is not enough cash in the drawer to restore the bank,
the result is a: - ANS -Due back
Sometimes the front office must send a statement to a no-show billing for the amount of the guarantee. What
department is responsible for collection - ANS -The account receivable department
Given the following revenue management data, calculate the room rate achievement factor: Occupancy percentage
63%
Actual Average rate $85 Potential average rate $120 Rate spread $11 - ANS -70.9%
Which of the following reports might tell a reservation manager that rates being quoted are too high? - ANS -Regret
Which of the following system interfaces with a hotel's property managment system allows guest account
transactions to be quickly transmitted from remote revenue centers and posted automatically to electronic guest
folios? - ANS -A point-of-sales system
When dealing with an irate guest, a hotel employee should: - ANS -Isolate the guest if possible, so other guests don't
overhear
All of the following are regarded as potential advantaged of internal recruiting over external recruiting EXCEPT - ANS
-Infusion of "new blood" with new ideas
Which of the following areas of a hotel is a support center? - ANS -Housekeeping department
Which of the following certifies that buildings meet standards of energy efficiency, conservation, and community
sensitivity? - ANS -The Leadership in Energy and Environmental Design (LEED) rating system
For a front office account, charges are to an account balance and are entered on the
side of a T account - ANS -Increase; left
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. The DewDrop
Inn should consider: - ANS -Joining a referral group
The most common method of making a guaranteed reservation by - ANS -Credit card
