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RDN520S - ROOMS DIVISION OPERATIONS - 1ST OPP - NOVEMBER 2022 |
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nAml BIA un IVERSITY
OF SCIEnCE Ano TECHnOLOGY
Faculty of Management Sciences
Department of Hospitality and Tourism
Beethoven Street
Private Bag 13388
Windhoek
NAMIBIA
T: +264 61 207 2093
F: +264 61 207 9093
E: dht@nust.na
W: www.nust.na
QUALIFICATION:Bachelor of Hospitality Management, Bachelor of Culinary Arts
QUALIFICATIONCODE: 07BHOM, 07 BCNA
LEVEL:5
COURSE:Rooms Division Operations
DATE: November 2022
COURSECODE:RDN520S
PAPER:THEORY
DURATION: 2 Hours
MARKS: 100
FIRST OPPORTUNITY QUESTION PAPER
EXAMINER: Ms. Hendriena Shiyandja
MODERATOR: Mr. Gerald Cloete
THIS QUESTION PAPER CONSISTS OF 3 PAGES
(INCLUDING THIS FRONT PAGE}
INSTRUCTIONS
1. Answer all questions.
2. Read all the questions carefully before answering.
3. Marks are indicated at the end of each question.
4. Please ensure that your writing is legible, neat, and presentable.
PERMISSIBLE MATERIALS
1. No additional materials required
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Question 1
(4x5 = 20 marks)
What do all Travel and Tourism Businesses have in common and how does the Hospitality Industry
relate to the Travel and Tourism Industry? Complete in the following table to identify commonalities.
(Draw table on your answering sheet please) Food and Retail Stores Activities Services Beverage
Operations
Lodging Industry
Transportation
Services
1.
2.
3.
4.
5.
Food and
Beverage
Operations
Retail Stores
Activities
Question 2
(08 marks)
What role does the organization chart play with regards to employee reporting and consulting
relationships and why should it be flexible?
Question 3
(Sx 4=20 marks)
Explain in detail activities involved in the four stages of the traditional guest cycle?
Question 4
(07 marks)
Hotel Managers have different objectives for the reservation process. They would like the
reservation process to provide the highest occupancy and room revenue possible. Briefly explain the
typical activities associated with the reservation process?
Question 5
(07 marks)
Briefly outline the seven steps of the registration process?
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nAm I BIA un IVERSITY
OF SCIEnCE AnDTECHnOLOGY
Facultyof ManagemenStciences
Department of Hospitality and Tourism
BeethovenStreet
PrivateBag13388
Windhoek
NAMIBIA
T: +264 61 207 2093
F: +264 61207 9093
E: dht@nust.na
W: www.nust.na
Question 6
(4 x 3=12 marks)
Identify and explain the four major types of guest complaints
Question 7
(05 marks)
What are some general approaches to handling guest complaints?
Question 8
(10 marks)
Discussthe purpose of an accounting Hotel/Lodging Establishments and outline how transactions are
recorded in an account?
Question 9
(03 marks)
Outline the three important functions of the check-out and account settlement process.
Question 10
(08 marks)
The degree of scrutiny required during the front office audit process depends on the frequency of
errors and the volume of transactions to be reviewed. Explain the front office audit procedures from
an operational perspective.
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