RDO
Rooms Division Operations
Examination
Date: 12th June 2019
Time: 09:30 to 12:30
Instructions
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Three hours are allowed for this paper which carries a total of 100 marks
Do not begin writing until instructed to by the invigilator
Read these instructions carefully before answering any questions
All answers are to be written in blue or black ink
Make sure that your name, CTH membership number, centre name and the unit
title are clearly marked on any additional pages you hand in
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You are allowed 10 minutes to read through this paper before the examination
starts
All the questions in this examination are compulsory
You should attempt all questions to gain a pass. The number of marks allocated
to each question is given next to the question and you should spend time in
accordance with that allocation
Ensure that you allow time at the end to review your answers before
handing in your paper
You may find it helpful to make rough notes in the answer booklet, these notes
should be crossed out before handing the booklet in
Answer each new question on a new page and leave some blank lines between
each question part
The answer booklet and the question paper must both be handed in to the
invigilator before you leave the examination room
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Rooms Division Operations
EXAM QUESTIONS
Please note: ALL questions are compulsory
QUESTION ONE - 50 marks
Question The Barony Hotel is a 200-bedroom four-star resort hotel. Its
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clientele is evenly split between tourists and convention clients
during the week, and tourists and wedding parties at weekends.
The hotel has 90% occupancy throughout the year, with a
combination of individual bookings, group bookings and corporate
bookings.
All the guest rooms at the Barony are en-suite rooms with
amenities including air-conditioning, tea and coffee making
facilities, satellite TV service, in-room safe, iron, and ironing
board.
Located not far from the resort is an out of town shopping mall
which is very popular with hotel guests and locals. The hotel is
located close to the airport. Within the Barony there are five food
and beverage outlets as well as a spa, swimming pool and health
club.
1.1 Recommend an organisational structure for the rooms
division department in the Barony Hotel. List the job titles and
your recommendation with reasons for numbers of staff at
each level.
20 marks
1.2 Compare the role and responsibilities of the Executive
Housekeeper and the front Office Manager within the Barony
Hotel.
10 marks
1.3 Explain why a hotel would have customer service standards.
4 marks
1.4 Give four examples of customer service standards for either
the front office or housekeeping departments.
16 marks
© Copyright CTH 2019
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June 2019
Rooms Division Operations
QUESTION TWO - 30 marks
Question 2.1 As a hotel manager explain why you would prefer an
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electronic system to track room status rather than a manual
system. Give an example of an electronic system used in
hotels.
12 marks
2.2 Explain two different methods of guaranteeing a room
reservation.
8 marks
2.3 Explain the main steps involved in taking a group booking of
10 conference guests.
10 marks
QUESTION THREE - 20 marks
Question 3.1 Explain why a hotel needs to have current health and safety
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and fire procedures, and regular inspections.
5 marks
3.2 Discuss the Executive Housekeeper’s responsibilities for
accident prevention within a hotel.
5 marks
3.3 Explain why housekeeping staff need to be trained in the use
of cleaning materials.
5 marks
3.4 Describe five responsibilities of the security department of
the hotel.
5 marks
© Copyright CTH 2019
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June 2019