Front Office & Rooms Management Flashcards
7 cards from real CHP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Front Office & Rooms Management flashcards as text
During a high-occupancy period, a guest with a confirmed reservation arrives but no rooms are available. What is the appropriate procedure?
Answer: Walk the guest to a comparable or superior hotel and cover their first night's cost
Walking a guest with a confirmed reservation requires relocating them to a comparable property at the hotel's expense plus providing compensation such as transportation.
Which of the following BEST describes the 'RevPAR' metric used in hotel revenue management?
Answer: Total room revenue divided by total available rooms
RevPAR (Revenue Per Available Room) combines both occupancy and rate performance into a single metric used to benchmark hotel performance.
A housekeeper reports a room as 'on change' (OC). What does this status mean?
Answer: The guest has checked out but the room has not yet been cleaned
An 'on change' status indicates a guest has departed and the room is awaiting housekeeping service before it can be reassigned.
What is the primary function of a Property Management System (PMS) in a hotel?
Answer: To centrally manage reservations, check-ins, check-outs, billing, and room inventory
The PMS is the operational hub of the front office, integrating all guest-facing and back-office functions related to room management.
A front office manager wants to increase upselling effectiveness. Which training approach is MOST effective?
Answer: Role-playing exercises where agents practice presenting upgrade options with specific benefits
Role-playing allows agents to practice upselling scripts and objection handling in a safe environment, building the confidence needed for real guest interactions.
What does 'ADR' stand for and what does it measure?
Answer: Average Daily Rate — the mean revenue earned per occupied room per day
ADR is calculated by dividing total room revenue by the number of rooms sold, serving as a key performance indicator for pricing effectiveness.
When a hotel is running at near 100% occupancy, which revenue management tactic is MOST appropriate?
Answer: Close or restrict discount rate categories and sell only at higher rate tiers
During high-demand periods, restricting discounts and selling at premium rates maximizes total room revenue.