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RDN520S - ROOMS DIVISION OPERATIONS - 1ST OPP - NOVEMBER 2025 |
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nAm I BI Aun IVERS ITY
OF SCI En CE Ano TECH n OLOGY
FACULTY OF COMMERCE, HUMAN SCIENCES AND EDUCATION
DEPARTMENT OF HOSPITALITY AND TOURISM
QUALIFICATION: BACHELOR OF HOSPITALITY MANAGEMENT/BACHELOR OF CULINARY ARTS
QUALIFICATION CODE: 07BHOM, 07CNA LEVEL: 7
COURSE CODE: RDN520S
COURSE NAME: ROOMS DIVISION OPERATIONS
SESSION : NOV 2025
DURATION: 2 HOURS
PAPER: THEORY
MARKS: 100
EXAMINER($)
FIRST OPPORTUNITY EXAMINATION QUESTION PAPER
MS. H. SHIYANDJA
MODERATOR: Mr. G. CLOETE
INSTRUCTIONS
1. Answer ALL the questions.
2. Read all the questions carefully before answering.
3. Make sure your name and surname, question number and the
date appear on the answer script.
4. Please ensure that your writing is legible, neat and presentable.
THIS QUESTION PAPER CONSISTS OF 3 PAGES (Including this front page)
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Question 1
(4x5 = 20 marks)
Hotels accommodate different categories of guests, each with unique needs and
expectations. Discuss the following four categories of guests and explain how hotels can
meet their specific requirements:
1. Business Guests
2. Pleasure/Leisure Guests
3. Group Guests
4. International Guests
Question 2
(08 marks)
What role does the organizational chart play in defining employee reporting and consulting
relationships, and why is it important for the chart to remain 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.
Question 6
(4 x 3=12 marks)
Identify and explain the four major types of guest complaints.
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Question 7
(OS marks)
Explain the following Room Status Categories:
1. Complementary
2. On Change
3. Skipper
4. Sleeper
5. Due Out
Question 8
(10 marks)
Discuss the purpose of a Hotels/Lodging Establishments Accounting System and outline how
transactions are recorded.
Question 9
(03 marks)
Outline the three important functions of the check-out and account settlement process, and
Why is it important for this process to run smoothly.
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.
31P age