Technical Questions f.office

Question Excerpt1. Which of the following types of hotels are most likely to employ a concierge?

A. a. world-class service hotelsB. b. first-class service hotelsC. c. mid-range service hotelsD. d. economy/limited service hotels

2. Which of the following areas of a hotel is a revenue center?

A.

a. housekeeping department

B.

b. human resources department

C. c. accounting departmentD.

d. front office department

3. Which of the following areas of a hotel is a support center?

A. a. hotel-operated gift shopB.

b. food and beverage department

C.

c. housekeeping department

D.

d. front office department

4. 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 Dew Drop Inn should consider:

A.

a. forming a hotel chain.

B. b. contracting with a management company.C. c. joining a referral group.D.

d. becoming an independent property.

5. Which of the following is most likely to change if the general manager restructures the management team and changes reporting relationships among departments?

A.

a. revenue centers

B.

b. support centers

C.

c. the organization chart

D. d. job specifications6. Who is the best judge of service quality?

A. a. staff membersB. b. managersC. c. the person receiving the serviceD.

d. the owner of the service business

7. In a service business:

A. a. production and consumption are completely separate.B. b. other customers are part of the service product.C. c. services can be inspected for quality before they are “consumed” by customers.D. d. customers never see the service “factory.”

8. If a hotel or restaurant offers the same amount of capacity no matter how high the demand, it is following a __________ strategy.

A.

a. static-demand

B. b. chased-marketC c. level-capacity

.D. d. customer-constrained

9. The most common method used to influence demand in the hotel industry is:

A.

a. advertising.

B.

b. availability.

C. c. price.D.

d. marketing.

10. If the ladder is eight feet tall, the footing should be ________ feet away from the wall.

A. a. TwoB. b. FourC. c. EightD. d. Sixteen

11. When should unsafe conditions be corrected?

A.

a. Immediately

B. b. After a manager has been informed and a work order createdC.

c. Some time during that same day

D.

d. As soon as is convenient

12. Karl, a second-shift carpet cleaner at the Bay Pointe Resort, cut a finger while pouring a mildewcide solution into a wet vac. What document would the housekeeping manager check to see whether the accident posed a health hazard to Karl?

A.

a. The OSHA HazComm Standard

B.

b. The hotel’s Exposure Control Plan

C. c. Prior accident reportsD.

d. The MSDS from the cleaning solution manufacturer

13. Cordelia is a front office auditor for a commercial hotel. At what stage in the guest cycle does she most often operate?

A.

a. pre-arrival

B. b. arrivalC. c. occupancyD. d. departure

14. Dion is assigning a room rate and room number to a family that will be staying at the hotel for one week. At what stage in the guest cycle is that family?

A.

a. pre-arrival


15. The front office updates a room’s availability status and notifies the housekeeping department during which of the following stages of the guest cycle?

A.

a. pre-arrival


16. Biondi, a guest at the hotel, calls the hotel operator, Rajad, and asks him whether she can place a call from the lobby and have it billed to her guest folio. What type of call should Rajad help Biondi make?

A. a. local callB. b. collect callC.

c. billed-to-room call

D. d. premium-price call17. What type of message should front desk agents time stamp upon receipt?

A. a. phone messagesB. b. faxesC.

c. e-mails

D. d. all of the above18. Electra receives a call from an operator asking her if she will accept the charges for a

call being placed to her by her son, Cole. What type of call has Cole placed?

A. a. collect callB.

b. third-party call

C.

c. person-to-person call

D. d. credit card call19. The most common method of making a guaranteed reservation is by:

A.

a. credit or debit card.

B.

b. prepayment.

C.

c. advance deposit.

D. d. travel agent.20. Travel Dot Com is an Internet service that offers online members a chance to book

reservations at hotels, airlines, car rental agencies, and restaurants. What type of service do they offer?

A. a. central reservation systemB. b. affiliate reservation networkC.

c. intersell agency

D. d. global distribution system21. The Eight Stars Hotel is nearing full occupancy for the month of September. The

reservations manager decides to shut out some types of reservations to reduce the amount of revenue lost to no-shows. What type of reservation is he most likely to eliminate?

A.

a. advance deposit guaranteed reservation

B.

b. travel agent guaranteed reservation

C.

c. credit card guaranteed reservation

D. d. non-guaranteed reservation22. The report that indicates which rooms are occupied and which guests are expected to

check out the following day is called:

A.

a. the registration record.

B. b. the occupancy report.C. c. the housekeeping status report.D.

d. the room status discrepancy report.

23. The standard rate for a particular room is typically called:

A. a. the AP rate.B.

b. the room rate.

C.

c. the desk rate.

D.

d. the rack rate.

24. The Downtown Business Hotel has an elaborate fitness room, and it markets the facility as a health club to local residents. Members of the health club are granted in-house charge privileges. Which of the following types of folios created by the guest accounting module of a hotel property management system would be used to post food and beverage charges incurred by health club members?

A.

a. individual folio

B.

b. master folio

C.

c. non-guest folio

D.

d. control folio

25. During your shift, a fire alarm is triggered. Your property has had several false alarms recently and you suspect that this is another one. What should you do?

A.

a. Continue with your regular duties unless a manager notifies you that there is a real emergency.

B.

b. Treat it as the real thing until a manager or emergency personnel confirm that it’s a false alarm.

C.

c. Fill out a maintenance request to have the fault smoke and fire detectors repaired.

D. d. Begin evacuating the property, but warn guests that the alarm might be a false one.26. A room’s status changes from occupied to on-change at the time of:

A.

a. registration.

B. b. occupancy.C. c. arrival.D.

d. check-out and settlement.

27. Which of the following is an unfavorable variance?

A.

a. actual revenue exceeds budget

B. b. actual expenses exceed budgetC.

c. budgeted expenses exceeds actual

D. d. none of the above28. Direct billings must be arranged and approved by the hotel’s _____ before or during

guest registration.

A.

a. front desk agent

B.

b. accounting department

C. c. owner or general managerD. d. credit department

29. When are room rates and taxes typically posted to guest folios?

A.

a. as they check in

B. b. as they check outC.

c. at the end of the day

D.

d. after the front office audit

30. Mr. and Mrs. Robert Bittner and their two daughters check in. They are assigned a poolside room with the rate of $200. There is a 10 percent lodging tax on room rates.

After checking in, they have lunch in the restaurant and charge the check of $24 to their room. What is the net outstanding balance on their account during the audit that evening?

A. a. $244B. b. $176C.

c. $224

D.

d. $24

31. Vladimir Druschev paid $300 for room and meals with a debit card while checking out of the hotel. What type of transaction was the $300?

A.

a. previous balance

B.

b. debit

C. c. creditD.

d. net outstanding balance

32. Housekeeping’s cleaning responsibilities are typically determined by:

A.

a. the executive housekeeper.

B.

b. the rooms division director.

C.

c. the general manager.

D.

d. the manager of operations.

33. If the productivity standard at a 200-room hotel is 30 minutes to clean one guestroom, how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy?

A. a. 160 labor hoursB.

b. 40 labor hours

C. c. 80 labor hoursD.

d. 64 labor hours

34. If the productivity standard at a 400-room hotel is 30 minutes to clean one guestroom, how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy?

A. a. 320 labor hoursB. b. 160 labor hoursC. c. 80 labor hoursD. d. 240 labor hours

35. If the time available for guestroom cleaning during a work shift is 6 hours and 40 minutes and each room attendant is expected to clean 16 guestrooms per shift, the time it takes for one room attendant to clean one guestroom is:

A.

a. 15 minutes.

B.

b. 20 minutes.

C.

c. 25 minutes.

D.

d. 30 minutes.

36. Positions that are usually scheduled to work regardless of the occupancy level of the hotel are called:

A.

a. shared staff positions.

B. b. fixed staff positions.C. c. variable staff positions.D. d. compressed staff positions.

37. Which of the following components of carpet construction is the part you see and walk on?

A.

a. the carpet pad

B. b. the primary backingC.

c. the secondary backing

D.

d. the carpet pile

38. A public area cleaner accidentally overturned a bucket of water onto a meeting room floor. Which of the following carpet problems could result if the spill is not attended to promptly?

A. a. pile distortionB. b. fadingC. c. wickingD. d. pilling

39. Carpet fibers that have become twisted or crushed are experiencing:

A. a. pilling.B.

b. shedding.

C. c. wicking.D. d. pile distortion.

40. On May 1, a hotel has an inventory of 50 gallons of all-purpose cleaner. Every day during the month it issues 2 gallons to room attendants and public space cleaners. (May has 31 days.) On May 15 it purchases 130 more gallons. When the executive housekeeper does a physical inventory at the end of the month, she finds the hotel has 94 gallons. How does she record the inventory?

A.

a. a loss of 118 gallons

B.

b. a loss of 24 gallons

C.

c. a loss of 55 gallons

D.

d. ending inventory was what was estimated

41. The minimum quantity of all-purpose cleaner is 400 gallons. The hotel has a safety stock of 50 gallons. The vendor takes 5 days to deliver new orders. How much all purpose cleaner does the hotel likely use per day?

A.

a. 35 gallons

B.

b. 70 gallons

C.

c. 90 gallons

D.

d. 150 gallons

42. The hotel uses 500 bars of soap each day. The vendor takes two weeks to deliver. The safety stock level is 4,000 bars. What is the minimum quantity needed for soap bars?

A. a. 4,500B. b. 6,500C.

c. 5,000

D. d. 11,00043. Gwyneth is the executive housekeeper at the Holycoin Casino. She is preparing the

annual order for one of the restaurant’s tablecloths. They currently have 900 on hand

and the par stock level is 2,100. Vendor A—the one that Gwyneth has always used—offers a tablecloth at $10 each, with a life span laundering cost of $500. They can take 400 launderings before they start to look below standard. Vendor B has recently contacted Gwyneth and suggested that they switch to their brand. Their tablecloths are only $8 each. They have a life span laundering cost of $800 as they can take only 250 launderings before they start looking worn. What is the cost per use of the tablecloth offered by Vendor A?

A. a. $3.23B. b. $1.28C.

c. $2.03

D.

d. cannot be determined from the information given

44. Noah is stocking his cart at the beginning of the day. He has 12 rooms assigned to him for his entire shift. Each room requires 6 towels, 4 wash cloths, and 1 bath mat. How much will he need to stock his cart with?

A. a. 72 towels, 48 wash cloths, and 12 bath matsB.

b. 36 towels, 24 wash cloths, and 6 bath mats

C. c. 18 towels, 12 wash cloths, and 3 bath matsD.

d. cannot be determined from the information given

45. Guestrooms that room attendants generally clean first are:

A.

a. check-outs.

B.

b. due outs.

C. c. layovers.D. d. stayovers.

46. Who typically draws up room assignments from the room status report?

A. a. floor or shift supervisorsB. b. room attendantsC. c. front desk agentsD.

d. general manager

47. The extraction step in the wash process reduces the:

A. a. washing time.B.

b. drying time.

C. c. need for harsh bleach chemicals.D. d. the cleaning power of detergents.

48. Which of the following usually sets the pace at which linens flow through the laundry process?

A. a. sortingB.

b. washing

C. c. extractingD. d. folding

49. Which of the following fabrics is a natural fabric?

A. a. cottonB. b. acrylicC.

c. polyester

D. d. nylon50. Which of the following chemicals are used in the wash cycle of a laundry operation to

reduce flatwork ironing, speed up extraction, and reduce drying time?

A. a. chlorine bleaches

B.

b. oxygen bleaches

C. c. fabric softeners

D.d. alkalies

1. The trend in many of today’s hospitality companies is to:

A.

a. add more management levels.

B.b. decentralize.C.c. add more employee levels.D.d. centralize.

2. If a company’s organizational structure is flat, then the company:

A.

a. is highly centralized.

B.b. will have problems responding appropriately in a fast-changing environment.C.

c. is highly decentralized.

D.d. none of the above.3. The best way to make your customers aware of the value you provide to them is to:

A.

a. emphasize the value you provide to them in all your advertisements.

B.

b. lower your prices.

C.c. properly handle moments of truth with them.D.

d. raise the quality of products and services you offer to them.

4. How can managing diversity effectively help an organization reduce its costs?

A.a. Managing diversity effectively should help an organization reduce its turnover.B.

b. There should be fewer discrimination lawsuits if a good diversity program is in place.

C.

c. Studies have shown that organizations with good diversity programs have lower sick time and vacation time costs.

D.d. Both a and b.5. Which of the following statements about communication is false?

A.a. It is harder to lie with our faces and bodies than it is with our words.B.

b. Most communication is verbal.

C.c. Words hold different meanings for different people.D.d. We often communicate without realizing it.

6. Favoring a person for one particularly valuable characteristic and overlooking all of the person’s other traits is called:

A.a. stereotyping.B.

b. the contrast effect.

C.

c. the leniency or severity effect.

D.d. the halo effect.7. The active listener uses a variety of techniques to aid the listening task. Which of these

is not one of them?

A.

a. mirroring

B.b. paraphrasingC.c. influencingD.

d. summarizing

8. Today’s business environment has led many hospitality organizations to:

A.a. create hierarchical management systems.B.

b. make decisions and solve problems with teams.

C.c. divide tasks into repetitive, fragmented, simple functions.D.d. concentrate power and responsibility within their top management levels.

9. The second stage of team development is:

A.a. storming.B.b. performing.C.c. norming.D.d. transforming.

10. Which of the following gives you the opportunity to gather information and make personal contacts with a relatively large number of organizations in a short time?

A.

a. internship

B.

b. information interviewing

C.c. corporate presentationsD.d. career fair

11. What should you bring with you to a job interview?

A.

a. extra resumes

B.b. paper and penC.

c. a positive attitude

D.

d. all of the above

12. What should you do if you are offered a job?

A.

a. Accept immediately.

B.

b. Express your appreciation, but ask for time to consider the offer.

C.c. Ask for a written copy of the offer.D.

d. Both b and c.

13. Which of the following is an example of an intangible service?

A.a. a dinner prepared exactly as you requested itB.b. an ocean view that allows you to watch the sunsetC.

c. a concierge who provides information about the movies at a local theater

D.

d. a front desk agent who makes you feel welcome

14. The “marketing mix” is:

A.

a. the relative balance of advertising, public relations, and direct-mail advertising.

B.

b. the way product, place, price, and promotional efforts are combined.

C.c. the total marketing efforts used to reach a given customer segment.D.

d. the balance of external and internal sales and marketing efforts.

15. A small group of travelers who are attending a business meeting at a hotel would most likely be included in which hotel market segment?

A.a. corporate groupsB.b. convention and association groupsC.

c. corporate individuals

D.

d. regional getaway guests

16. Monica, a room attendant at the Glitz Hotel, responded to a guest’s request for extra pillows and towels. At the end of her shift, she recorded the request on a form used to update guest profiles. On the next visit to the property, the guest found extra towels and pillows already in the room. This is an example of:

A.a. relationship selling.B.

b. internal marketing.

C.c. upgrading.D.

d. suggestive selling.

17. Which of the following upgrading techniques would likely be most effective for a salesperson who was attempting to sell high-priced rooms?

A.

a. top-down method

B.b. rate-category alternatives methodC.c. bottom-up methodD.d. cross-selling method

18. When speaking with a client over the telephone, salespeople should:

A.a. smile as they speak.B.

b. keep their voice pitched low.

C.

c. avoid talking with gum or anything in their mouth.

D.d. all of the above.19. The objective of the prospect call is to:

A.a. determine if the prospects have a need for the property’s products and services.B.b. generate goodwill.C.

c. gather information and learn the names of decision-makers.

D.d. briefly introduce a prospective client to the property’s features and services.20. In which of the following types of sales calls does a salesperson make to generate

good will?

A.

a. a prospect call

B.b. a service callC.c. a promotional callD.d. a public relations call

21. It is best to respond to all letters of inquiry by:

A.a. letterB.

b. e-mail

C.

c. telephone

D.d. fax22. Which of the following setups includes tables for the attendees?

A.a. theaterB.b. T-shapeC.c. V-shapeD.

d. senate

23. As part of a marketing audit, the hotel’s marketing team assesses the strengths and weaknesses of other hotels in the local area as part of a:

A.

a. property analysis.

B.b. competition analysis.C.

c. situation analysis.

D.d. positioning analysis.24. Market share and fair share calculations provide important marketing information as

part of a:

A.

a. property analysis.

B.b. competition analysis.C.

c. situation analysis.

D.d. positioning analysis.25. Which of the following mediums typically has the lowest production value?

A.a. NewspapersB.b. MagazinesC.

c. Radio

D.d. Television26. What advertising medium is most successful when it grabs the viewer’s attention, is

visual, has an identity all its own and has a tone that gives visitors an idea of what to expect when they visit the hotel or restaurant?

A.

a. Newspaper advertising

B.b. Television advertisingC.c. Radio advertisingD.d. Magazine advertising

27. What characteristic of advertising strategies measures how many times the average person in the target market is exposed to the advertising message over a specified time period?

A.

a. Reach

B.b. FrequencyC.

c. Consistency

D.

d. Timing

28. “Mise en place” is a French term that means:

A.a. to put everything in place.B.b. to make everything in place.C.

c. to mix food on platters.

D.

d. to mix food in kitchens.

29. If a recipe yields 200 portions and you want 250 portions, what is the adjustment factor?

A.

a. 1.25

B.b. .8C.c. 240D.

d. 312.50

30. A menu that offers a complete meal for one price is called a(n) __________ menu.

A.a. table d’hoteB.

b. specialty

C.c. a lá carteD.d. fixed

31. Prix fixe refers to:

A.

a. the soup of the day.

B.

b. a la carte menu.

C.

c. table d’hote menu.

D.

d. preparing everything in place.

32. The principle advantage that platter service has over cart service is:

A.

a. the practicality and lower cost of platter service.

B.b. the personal attention and entertainment of platter service.C.

c. the food production efficiencies and the personal attention of platter service.

D.d. none of the above.33. All of the following styles of service require special containers or platters from which to

serve food, except _______________ service.

A.a. cartB.b. plateC.

c. family-style

D.d. platter34. The fundamental rule that service staff members need to keep in mind when resolving

guest complaints is:

A.a. “Most guests act like babies so we must treat them accordingly.”B.b. “Do not let the guest take advantage of the operation.”C.c. “The guest does not know what to expect from a food service operation.”D.

d. “The guest is always the guest.”

35. When serving a guest with a hearing impairment, staff members should do all of the following except:

A.

a. treat them the way they would children.

B.

b. use simple, direct language and short sentences.

C.c. be patient.D.

d. be positive and encouraging.

36. The main purpose of using a shopper service in a food service operation is to:

A.a. catch guests who steal supplies.B.

b. evaluate how guests’ needs and expectations are being met.

C.

c. coordinate wine service.

D.d. catch staff members who steal from the operation.37. All of the following are suggestions of good suggestive selling phrasesexcept:

A.

a. “You’ll like the meatloaf. It’s one of my favorites.”

B.

b. “We’re known for our great Mile-High Sawdust Pie, featuring a delicious mixture of coconut and pecans. May I bring you a piece?”

C.

c. “I’d like to suggest that you order something different. Our chef needs improvement in his preparation of that dish.”

D.

d. “A Merlot would go well with the meat you’ve chosen, ma’am. May I bring you a wine list?”38. The main difference between a function sheet and a function book is that:

A.

a. the function book covers all functions, while a function sheet covers just one.

B.b. a function book does not list the time of a function; a function sheet does.C.

c. a function book does not indicate the room in which the planned function will occur, a function sheet does.

D.

d. a and b.

39. At formal events, the seat of honor at the head table is:

A.a. to the left of the host.B.b. to the right of the host.C.

c. directly opposite the host.

D.

d. at the left end of the head table.

40. What focuses on reducing sanitation risks by identifying risks at each control point in a food service operation?

A.

a. Sanitation risk management programs

B.b. Hazard Analysis Critical Control Point SystemC.

c. Service staff training

D.d. Food safety principles

Questions

1. Asking individuals to have a drink at the bar, wait in line, or schedule a reservation are all ways of? 2. If a hotel has experienced a high level of occupancy for the hotel, what type of reservation will they not want to have? 3. What is a European Plan? 4. This occurs when a guest has already checked out of their room but decides to make additional charges to the room. 5. When housekeepers are given room assignments, in what order are rooms cleaned? 6. What is the best method for cleaning carpet in a high traffic area? 7. Whose responsibility is it to approve and collect for Direct Billing? 8. Where should you go if you want directions or information about places of interest in the area? 9. What is the Account Posting Formula? 10. Information about previous guests can be found here? 11. Name 2 of the 4 factors establish maximum quantity? 12. What is the Cost Per Use of a Linen Item Formula? 13. When housekeepers clean the bathrooms, what is the correct method for cleaning? 14. What is the most common type of call made at a hotel?

15. Employees can refer to this to learn more about what occurred during the previous work shifts? 16. What type of hotels enjoys greater autonomy? 17. What 2 items do not need to be time stamped upon receipt? 18. When making food and activity recommendations to a guest, properties should? 19. Without naming positions within the hotel, who does the Support Centers closely resemble? 20. Carpets durability can be measured by? 21. Name the most important thing companies must do according to OSHA?22. What is the Walk in Equation? 23. Name the Four Stages of the Guest Cycle and one thing that occurs during each phase.24. Name 2 of 3 ways housekeepers sort linens? 25. This is equal to the total number of linens needed to outfit all rooms at one time.26. This type of inventory is done daily? 27. This is created when comparing the Occupancy Report to the Housekeeping Status Report? 28. This is the most common type of hotel? 29. Name 3 of the 5 ways to prevent guest and employee theft? 30. What is the equation for lead-time quantity? 31. This is one of the strongest common fibers and does not lose its strength when wet?32. Name three different positions within the Rooms Division? 33. What is the equation for average daily rate? 34. What is the equation for minimum quantity? 35. When calculating the 10-day forecast, this term refers to the expected number guests at the hotel? 36. What fabric is strong when wet or dry but is sensitive to heat? 37. These type of hotels focus on meeting spaces over room sales? 38. On an organizational chart a dotted line represents?39. What 3 items are needed to open a safety deposit box? 40. This is used to restore breathing and heartbeat? 41. On an MSDS report, this refers to the sight and smell of a

chemical? 42. This type of complaint occurs when guests experience a problem with hotel service. 43. This pinpoints the exact moment a telephone call is connected. 44. This helps to build lather and keep stains suspended in the wash water after they have been loosened and lifted from the fabric? 45. This hospitality and tourism organization sells cabins, not rooms? Hint: We’re not talking about a forest. 46. Other than expanding the company’s name, what is the major significance of franchising?47. How many pars are needed to run a hotel; and where is each par? 48. What is the equation for net-cash receipts?

Answers

1. Managing Demand2. Non-Guaranteed Reservations3. Room Only4. Late Charges5. Early Makeup, Checkouts, Stayovers, Due Outs6. Dry Powder7. Credit Department/Hotel8. Information Directory9. PB+DB-CR=NOB10. Guest History Records11. Shelf Life, Space, Price, Par Number12. Cost of Linen + Life Span Laundering Cost # of Life Span Launderings13. Top to bottom14. Direct Dial Long Distance15. Transaction File16. Independent Hotels17. Emails and Fax18. Recommend their locations first19. Back of the House20. Density of the face fibers21. Inform employees about hazardous materials the employees may be required to use on

the job22. Walk ins/Room Arrivals23. Pre-Arrival – Reservation Record/Guest Folio Arrival – Registration Record/Room Number/Confirm Payment Method Occupancy – House Limit Departure – Guest History Record/Zeroing Out24. Type, Soiling, Color25. Par26. Perpetual Inventory27. Room Status Discrepancy28. Commercial29. Lock storage rooms, don’t overstock housekeeping carts, use less monogrammed items, sell items in gift shop, keep track of all items given to guests30. Daily Usage x Delivery Time31. Polyester32. Housekeeping, Front Desk, Uniformed Services, Reservations, and Communications33. Rooms Revenue/Number of Rooms Sold)34. Lead Time Quantity + Safety Stock35. House Count36. Nylon37. Conference Centers38. High degree of cooperation and communication, but not a direct line of communication39. Key, ID, and Signed Slip40. CPR – Cardio Pulmonary Resuscitation41. Physical and Chemical Characteristics42. Service Related Complaints43. Call Detection Equip44. Alkalies45. Cruise Ship46. Others spending money to make your company47. 3 – On beds, wash, storage48. Cash, checks, other negotiable – initial cash bank + paid outs = Net Cash Receipts

1. Suite hotels usually feature:

A.several types of food and beverage services.

B more public areas and guest services than other hotels.

.

C.guestrooms with separate bedrooms and living rooms.

D.

leisure sports activities.

2. The executive committee of a national trade association must hold an emergency halfday meeting within the next ten business days. The committee is composed of busy executives from across the country who lead large business organizations. The association would likely book the meeting at:

A.a downtown commercial hotel.B.an airport hotel.C.

a convention hotel.

D.

a conference center.

3. Resort hotels distinguish themselves from most other types of hotels by providing:

A.kitchen amenities.

B.

food and beverage services.

C.special activities such as horseback riding.D.conference and meeting rooms.

4. Which of the following types of hotels are small and usually have the owner living on the premises?

A.bed and breakfast hotels

B.commercial hotels

C.

airport hotels

D.conference centers5. Chris Dunlop is a regional troubleshooter for a national software firm. He

travels often and spends as little as one day and as much as two weeks with clients. What type of hotel is Mr. Dunlop LEAST likely to stay in?

A.commercial hotels

B.

suite hotels

C.

airport hotels

D.

resort hotels

6. First type of hotel in the United States

A.Casino hotelB.Commercial hotelC.

Bed and breakfast

D Residential hotel

.E.

Timeshare condominium

7. Provide long-term accommodations

8. Contain gaming facilities


Bed and breakfast

D.

Residential hotel

E.

Timeshare condominium

9. Guests are owners


Bed and breakfast

D.

Residential hotel

E.

Timeshare condominum

10. Owner lives on premises

A.

Bed and breakfast

B.Timeshare condominumC.

Residential hotel

D.Casino hotel

E.Commercial hotel

1. Which of the following features or services is likely to be found at an economy/limited service property?

A.banquet roomsB.continental breakfastC.room serviceD.

uniformed services

2. Some hotels offer world-class service on designated floors, which are often referred to as:

A.independent floorsB.

specialty floors.

C.referral floors.D executive floors.

.3. Hotels that maintain a relatively high ratio of staff members to

guests are likely to provide:4. Which of the following types of hotels is least likely to offer room

service?

A.world-class service hotelsB.first-class service hotelsC.mid-range service hotelsD.economy/limited service hotels

5. Which of the following types of hotels is least likely to offer uniformed guest services?

6. Describe World-class service.

A.Properties offer the best in amenities, furnishings, and service. They have upscale restaurants and lounges, exquisite décor, concierge service and opulent meeting space.

B.

Offers modest but sufficient service. There may be uniformed guest services, airport limousine service, food and beverage outlets, and room service. Rates are lower than those of world-class properties.

C.Hotels provide clean, comfortable, inexpensive rooms that meet the basic needs of guests. They are comfortable, but do not have unnecessary services.

D.

Offer larger guestrooms, unique amenities, inroom fax machines, videotape players, large televisions, computers, in-room refreshment center, signature bathrobes, fresh fruit, fresh-cut flowers, a concierge or personal butler, and restricted access.7. Describe Mid-range service.

A.

Offer larger guestrooms, unique amenities, inroom fax machines, videotape players, large televisions, computers, in-room refreshment center, signature bathrobes, fresh fruit, fresh-cut flowers, a concierge or personal butler, and restricted access.

B.Properties offer the best in amenities, furnishings, and service. They have upscale restaurants and lounges, exquisite décor, concierge service and opulent meeting space.

C.

Offers modest but sufficient service. There may be uniformed guest services, airport limousine service, food and beverage outlets, and room service. Rates are lower than those of world-class properties.

D.Hotels provide clean, comfortable, inexpensive rooms that meet the basic needs of guests. They are comfortable, but do not have unnecessary services.8. Describe Economy/limited service

A.

Offer larger guestrooms, unique amenities, inroom fax machines, videotape players, large televisions, computers, in-room refreshment center, signature bathrobes, fresh fruit, fresh-cut flowers, a concierge or personal butler, and restricted access.

B.Hotels provide clean, comfortable, inexpensive rooms that meet the basic needs of guests. They are comfortable, but do not have

unnecessary services.

C.Properties offer the best in amenities, furnishings, and service. They have upscale restaurants and lounges, exquisite décor, concierge service and opulent meeting space.

D.

Offers modest but sufficient service. There may be uniformed guest services, airport limousine service, food and beverage outlets, and room service. Rates are lower than those of world-class properties.9. Describe an executive floor?10. Which service level appeals to the largest segment of the traveling public?

1. The King James Hotel, a family-owned-and-operated property that is organized as a sole proprietorship, would be classified as:

A.

a chain property.

B.

a franchisee

C.

a corporate property.

D.

an independent property.

2. 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 Dew Drop Inn is probably:

3. Under most management contracts, who retains financial and legal responsibility for the property?

A.

the hotel chain

B.the owners or developersC.the management companyD.the franchisee

4. A group of investors is planning to develop a conference center on the outskirts of a major city. Financing opportunities depend on assuring the bank that the property will be operated by a professional staff. Which of the following would be an option for the investor group if none of them has a hospitality management background?

A.

forming a hotel chain

B.contracting with a management companyC.joining a referral groupD.becoming an independent property

5. Franchise organizations and referral groups generally provide affiliated hotels with all of the following except:

A.

rating services.

B.centralized purchasing.C.central reservations systems.D.

expanded advertising. 6. Independent hotels are usually more centralized in management than chain

hotels.

A.TrueB.False

7. Developers that hire a management company would sign a management

contract.

A.TrueB.False

8. The Federal Trade Commission requires that franchisors give potential franchisees a disclosure document.

9. Franchising is when the franchisee grants the franchisor the right to conduct business according to a certain pattern.

A.TrueB.False

10. Referral groups consist of franchisees that band together for a common purpose.

1. On a hotel organization chart, dotted lines indicate relationships that involve:

A.direct accountability.B.a high degree of communication and cooperation.C.

functional equality.

D.supervisory responsibility.2. On a hotel organization chart, solid lines indicate relationships that involve:

A.direct accountability.B.a high degree of communication and cooperation.C.

functional equality.

D.supervisory responsibility.3. An area where guests interact with employees is called:

A.

front of the house.

B.back of the house.C.revenue center.D.support center.

4. In a large full-service hotel, the executive housekeeper reports to:

A.

the general manager.

B.

the chief engineer.

C.

the rooms division manager.

D.the security director.5. In a large full-service hotel, the front office manager reports to:

A.

the general manager.

B.

the chief engineer.

C.

the rooms division manager.

D.the security director.6. For each of the following departments, write in whether it is a revenue center

or a support center. Security

A.SupportB.

Revenue

7. Gift shop

A.SupportB.

Revenue

8. Room service

A.SupportB.

Revenue

9. Laundry

A.SupportB.

Revenue

10. Sales

A.SupportB.

Revenue

1. Which of the following areas of a hotel has the greatest amount of guest contact?

A.

reservations

B.

housekeeping

C.front officeD.sales

2. Which of the following departments of the rooms division works most closely with the marketing and sales division within a hotel?

3. In which of the following areas of a hotel are guests registered, assigned rooms, and checked out?

A.

reservations

B.conciergeC.front officeD.sales

4. Which of the following areas of a hotel is led by a controller?

A.

telecommunications

B.

marketing and sales

C.

human resources

D.

accounting

5. Concierge services are normally part of:

A.the sales department.B.

the reservations department.

C.the rooms division.D.

the food and beverage division.

6. Create an ad for the new restaurant menu

A.RoomsB.Food and beverageC.

Marketing and sales

D.

Human resources

E.

Security

7. Develop emergency procedures

A.RoomsB.Food and beverage

C.

Marketing and sales

D.

Human resources

E.

Security

8. Meet and greet guests


Marketing and sales

D.

Human resources

E.

Security

9. Create a new room service menu

10. Administer health insurance benefits


Marketing and sales

D.

Human resources

E.

Security

1. Which of the following front office activities are included in the arrival stage of the guest cycle?

A.

reservation and pre-registration functions

B.reservation and registration functionsC.

registration and rooming functions

D.

rooming and guest services functions

2. Which of the following is a primary front office concern during the occupancy stage of the guest cycle?

A.

security

B.

account settlement

C.

room assignment

D.

coordinating guest services

3. The largest single charge on a guest account is normally for:

A.the guestroom.B.

food and beverage service.

C.room service.D.

transportation.

4. During what stage in the guest cycle does a front office desk agent post late charges?

A.pre-arrivalB.arrivalC.occupancy

D.

departure

5. Which of the following activities occur during the arrival stage of the guest cycle?

6. Match the activity with the stage in the guest cycle: Pre-arrival

A.

Create a registration record

B.

Create a guest history file

C.Create a guest folioD.Monitor the house limit

7. Match the activity with the stage in the guest cycle: Arrival

A.


B.



8. Match the activity with the stage in the guest cycle: Occupancy

A.


B.



9. Match the activity with the stage in the guest cycle: Departure

A.


B.



1. All of the following are typically found in a front office information directory except:

A.locations of banks and stores.

B.special event schedules.

C.contact persons for groups staying at the hotel.

D.simplified maps of the local area.2. Which of the following would likely be found in the front desk’s

group résumé book?

A.

billing instructions

B.locations of theaters and churches

C.taxi and airline company telephone numbers

D.

none of the above

3. The front desk’s chronicle of events, guest complaints, and requests is called:

A.

a reader board.

B.a transaction file.C.an information directory.D.a master register.

4. At check-in, Ms. Myers asks for directions to the nearest health and fitness club. To help Ms. Myers, the front desk agent would refer to the front desk’s:

A.reader board.B.

information directory.

C.transaction file.D.group résumé book.

5. After checking in to room 534 shortly after 1 P.M., Mr. Gates reported to the front desk that the data port in his room was out-of-order, which meant his laptop computer would be practically useless. At 7:00 that evening, Howard, one of the front desk agents, called Mr. Gates to inform him that the data port was fixed and to ask whether there was anything else the hotel could do to make his stay more comfortable. To learn that Mr. Gates had this problem, Howard must have reviewed the front desk’s:

A.reader board.B.

information directory.

C.transaction file.D.arrival list.

6. Where would the following information be found: Directions to a meeting room

A.Reader’s board

B.Transaction fileC.

Information directory

D.Group resume7. Where would the following information be found: Guest

compliment on room service

A.Reader’s board



D.Group resume8. Where would the following information be found: Parking ticket

given to valet

A.Reader’s board

B.Transaction file

C.


D.Group resume9. Where would the following information be found: Check-out time

policy

A.Reader’s board



D.Group resume10. Where would the following information be found: Recreational

arrangements for tie-maker’s convention

A.Reader’s board



D.Group resume

1. Typical requests handled by the front office include all of the following except:

A.

transportation arrangements.

B.

entertainment reservations.

C.

auditing services.

D.

secretarial services.

2. Marion Stutt is traveling with her sister on business. The two of them plan to charge all of their room expenses to their partnership, but will pay for each of their telephone and food and beverage charges separately. What type of folio might they request from the hotel?

A.individual folioB.split folioC.master folioD.none of the above

3. Which of the following requests would be considered a special procedure request?

A.

“Could you please reserve a shuttle to the airport?”

B.“I need extra pillows sent up to my room.”C.“Could I get an overhead projector set up in Meeting Room A?”

D.“I will need a room reserved that is adapted for someone with a hearing impairment.”4. Johann wishes to have the New York Times delivered to his guestroom each

morning. Typically, the hotel delivers only USA Today and the Wall Street Journal. Whom should Johann call to try to get a New York Times delivered?

A.no one—the hotel would not help him get a newspaper other than USAB.Today or the Wall Street Journal reservationistC.general manager

D.concierge5. Which of the following guest services would a sales representative making a

pitch in one of the meeting rooms most likely request?

A.

roll-away crib

B.

master account folio

C.audiovisual equipmentD.newspaper delivery

6. Match the guest with the guest services they would most likely request: Business woman traveling with her infant and a nanny

A.Master folioB.Split folioC.Roll-away cribD.

Office equipment

E.Entertainment reservations7. Match the guest with the guest services they would most likely request:

Football coach renting rooms for a high school team


Office equipment


Convention speaker who is paying for her own food and telephone charges


Office equipment


Couple visiting the city as part of their honeymoon


Office equipment


Engineer who will need to fax several reports from his room


Office equipment

E.Entertainment reservations

1. What type of complaints do guests make when they feel they’ve been mistreated by the hotel staff?

A.

service-related complaints

B.

unusual complaints

C.

mechanical complaints

D.

attitudinal complaints

2. Which of the following do front desk agents use to track maintenance problems reported by guests to staff?

A.repair ordersB.

room inventories

C.the front desk information directoryD.the front office transaction file

3. Alonso is the general manager of the Fresh Springs Motel. The number of return guests has been dropping lately and Alonso is trying to figure out why. Currently, he does not do anything to track guest complaints. Which of the following items could help Alonso identify complaints?

A.

reader boards

B.information directoriesC.transaction filesD.reservation reports

4. Which of the following is not a guideline for handling guest complaints professionally?

A.

Concentrate on the problem, not on placing blame.

B.Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.

C.Monitor the progress of the corrective action, even if the complaint was resolved by someone else.

D.Isolate the guest if possible, so that other guests won’t overhear.5. Benedict, a front office manager, is preparing a report for the general manager

based on his analysis of guest responses to comment cards. He wants to provide the information in a format that is easy to understand and will communicate information quickly. Which of the following is he most likely to include?

A.

guest perception graph

B.log bookC.guest perception detailD.

both a and b

6. Determine the type of complaint: “Why isn’t there a bellperson to help me with my luggage?”

A.

Mechanical

B.AttitudinalC.Service-relatedD.

Unusual.

7. Determine the type of complaint: “I can’t believe that there isn’t a bus stop anywhere near the hotel.”

A.

Mechanical


Unusual.

8. Determine the type of complaint: “That front desk agent was snippy with me!”

A.

Mechanical

B.Attitudinal

C.Service-relatedD.

Unusual.

9. Determine the type of complaint: “I’ve called three times now to ask for extra towels.”

A.

Mechanical


Unusual.

10. Determine the type of complaint: “The ice machine is leaking all over the floor.”

A.

Mechanical


Unusual.

1. Which of the following types of calls is usually made with operator assistance?

A.local callsB.

long-distance calls

C.person-to-person callsD.credit card calls

2. Which of the following types of calls is usually a direct-dial call?

3. Cicero, a guest at the hotel, has some important information that he needs to pass on to Luna, one of his manufacturing representatives. He isn’t sure at which of their five out-of-state plants she will be at and will probably have to call five or six of them before he finds her. What type of call is he most likely to make to avoid being charged for each call?

A.

credit card call

B.direct-dial long-distanceC.

billed-to-room call

D.

person-to-person call

4. Colette, who is currently vacationing at the hotel, is responding to a sweepstakes offer she received in the mail. It tells her that if she dials 1-900-555-4323 she may be able to claim a $1 million jackpot. What type of call is she making?

A.

local call

B.premium-price callC.

toll-free call

D.third-party call5. How are local calls usually classified?

A.direct-dial callB.operator-assisted callC.other callD.none of the above

6. For each type of call, select whether it is a direct-dial call, operator-assisted call, or “other” call. "Toll-free call"

A.direct-dial call

B.operator-assisted callC.

“other” call.

7. For each type of call, select whether it is a direct-dial call, operator-assisted call, or “other” call. "Third-party call"

A.direct-dial callB.operator-assisted callC.

"other" call

8. For each type of call, select whether it is a direct-dial call, operator-assisted call, or “other” call. "International call"

A.direct-dial callB.

operated assisted

C.

"other" call

9. For each type of call, select whether it is a direct-dial call, operator-assisted call, or “other” call. "Calling card call"


operated assisted

C.

"other" call

10. For each type of call, select whether it is a direct-dial call, operator-assisted call, or “other” call. "Collect call"


operated assisted

C.

"other" call

1. Which of the following eliminates the need for a hotel telephone operator to help place outbound calls?

A.call detectionB.automated call dispensingC.a call accounting systemD.a PBX system

2. Which of the following allows a guest to plug their portable fax machines into the phone?

A.USB cableB.input jackC.DSL lineD.wireless connector hub

3. All of the following are features or functions of a call accounting system interfaced with a hotel property management system except:

A.

automatic charge posting to guest folios.

B.

detailed daily reports of telephone transactions

C.reduced labor costs for telephone operations.

D.the capability for guests to telephone a computerized system to

learn about the hotel’s financial reporting procedures.4. The Dew Drop Inn recently decided to promote its breakfast

buffet by adding an invitation on the wake-up call recording. What is used to distribute these calls?

A.

voice messaging

B.

call detection equipment

C.

automatic call dispensing system

D.

telephone status system

5. Equipment that pinpoints the exact moment a telephone call is connected is called:

A.

a call accounting system.

B.

a PBX system.

C.

call detection equipment.

D.

a least-cost routing system.

6. Most pay phones in the hotel are connected to the hotel’s PBX system or call accounting system

A.TrueB.

False

7. Conference calling is one of the features that some guestroom phones have.

A.TrueB.

False

8. Automatic call dispensing is always limited to wake-up services.

A.TrueB.

False

9. The PBX system is a set of software programs that initiate the placement, pricing, and posting of calls.

A.TrueB.

False

10. Telephone/room status systems are an example of a sophisticated telephone system feature

A.TrueB.

False

1. Which of the following is the way most hotels prefer to handle telephone messages for guests?

A.Place the message slip in the guest’s mail and message rack slot until the guest requests it.

B.

Slide the message slip under the door of the guest’s room.

C.Time-stamp the message slip, place it in an envelope, and deliver it to the guest’s room as soon as possible.

D.Time-stamp the message slip, place it in the guest’s mail and message rack slot, and switch on any in-room message indicators.2. Jayamalya has been unable to deliver a fax that was just received because

the recipient, Kareem Sensbar, has already checked out of the hotel. What should she do with the fax?

A.Mail it to Mr. Sensbar at the address he put on the registration card.B.

Call the sender of the fax and let them know it couldn’t be delivered.

C.

Throw the fax away.

D.Make a notation in the log book and hold it in the specified place until Mr. Sensbar calls for it.3. Which of the following is not a good tip for professional telephone skills?

A.Smile.B.

Sit up straight.

C.Use a high voice pitch.D.

Match your speaking rate to the caller’s.

4. Which of the following information is usually not needed on a telephone message?

A.

caller’s age

B.

caller’s time zone

C.

caller’s department

D.

caller’s company

5. Which guest would be most likely to use a TDD?

A.

a business traveler

B.

a leisure traveler

C.a guest with a vision impairmentD.a guest with a hearing impairment

6. Match the guests with the telephone service they are most likely to use. Kelsey needs to receive messages while in a meeting

7. Match the guests with the telephone service they are most likely to use. Randy has an electronic file that must be sent to his boss

A.E-mailB.TDDC.Voice mailD.

Wake-up services

E.

Fax Services

8. Match the guests with the telephone service they are most likely to use. Veronica signed a contract that she needs to send immediately

A.E-mailB.TDD

C.Voice mailD.

Wake-up services

E.

Fax Services

9. Match the guests with the telephone service they are most likely to use. Abd-al-Majid has a meeting at 7 A.M.


Wake-up services

E.

Fax Services

10. Match the guests with the telephone service they are most likely to use. Daljeet has a speech impairment


Wake-up services

E.

Fax Services

1. The most common method of making a guaranteed reservation is by:

A.

credit or debit card.

B.

prepayment.

C.advance deposit.D.

travel agent.

2. The average length of stay of guests at the Ultra Resort is six days. To avoid losing revenue from no-shows during peak season, the resort requires guests to pay room charges in full before their day of arrival. This type of reservation is best described as:

A.advance deposit.B.

prepayment.

C.

MCO.

D.corporate.3. Which of the following types of hotels is most likely to require payment in full

prior to a guest’s day of arrival?

A.

resort hotel

B.

airport hotel

C.

commercial hotel

D.

convention hotel

4. As hotels approach full occupancy for a specific date, they will generally accept all of the following types of reservations except:

5. Mr. Barnes made a reservation at the Metro Hotel. He arrived at 9 P.M. only to find that the hotel was full. The room held for him was released for sale at 6 P.M. Which of the following types of reservations did Mr. Barnes make?

6. Star Studio agrees to pay for any of their no-show actors’ reservations.

A.

Credit or debit card

B.PrepaymentC.

Advance deposit

D.MCOE.business

7. Donnelly gives the reservationist his American Express number.

8. Sarika sends payment in full for her stay at a resort.

A.


B.PrepaymentC.

Advance deposit

D.MCOE.

Business

9. The Moonlit Travel Agency sends a voucher for a guest’s hotel stay.

A.


B.PrepaymentC.

Advance deposit

D.MCOE.

Business

1. Businesses that handle reservation services for airlines, car rentals, and hotels are called:

A.

affiliate networks.

B.non-affiliate networks.C.

intersell agencies.

D.

central reservation systems.

2. Information gathered during a reservation inquiry is used to create the:

A.

guest history record.

B.global distribution file.C.occupancy status report.D.reservation record.

3. The Reliable Inn is an independent hotel on the outskirts of a major city. The inn participates with the CRS of a major hotel chain. When local chain properties are full, reservation requests are routed to reservationists at the inn. The chain’s reservation system would refer to the Reliable Inn as:

A.an affiliate property.B.

an overflow facility.

C.a franchisee.D.an intersell agency

4. CRO stands for:

A.Corporate Reservations Office.B.

Chain Reservations Operation.

C.

Central Reservations Office.

D.

Chain Reservations Office.

5. Which of the following sources of reservations usually relies on a connection between a hotel company’s reservations system and an airline’s reservations system?

A.

a global distribution system

B.non-affiliate reservations networkC.an affiliate reservations networkD.a property-direct reservation system

6. Most modern hotel central reservation systems connect with a ________________________________.

A.

Global distribution systems (GDS)

B.

Intersell agency

C.Affiliate reservation networkD.non-affiliate reservation networkE.telephone, mail, property-to-property, telex, cable, fax,e-mail, web site

7. A(n) ________________________ _______________________ is a central reservation system that contracts to handle reservations for more than one product line.

A.


B.

Intersell agency


8. A(n) ___________________ ________________________ ________________________ is a hotel chain’s reservation system in which all participating properties are contractually related.

A.


B.

Intersell agency


9. A(n) ________________________ _______________________ _____________________ is a subscription system designed to connect independent or non-chain properties.

A.


B.

Intersell agency


10. In what way can property-direct reservations arrive at a hotel.

A.


B.

Intersell agency


1. The preregistration process may involve all of the following except:

A.producing a registration card.B.creating a guest folio.C.settling the guest’s account.

D.assigning rooms and establishing rates.2. Which of the following activities occurs before the guest arrives

at the hotel?

A.registrationB.account postingC.

preregistration

D.

check-in

3. The Ultra Hotel is a fully computerized property catering primarily to business travelers. To speed the check-in process, the vast majority of guests are preregistered by accessing information from:

A.guests at check-in.

B.reservation records.

C.registration records.

D.credit card companies.4. Hotels are obligated under ___________ to take all travelers

who ask to be guests.

A.tort lawB.common lawC.the Civil Rights Act of 1964D.all of the above

5. Which of the following data will probably not be found in a registration record?

A.

room status

B.room rateC.method of payment

D.special services6. Common law still governs hotel and guest relationships and

business transactions in the United States.

A.TrueB.

False

7. Hotels should allow hotel records to be examined only by a police officer or a duly authorized official investigator.

A.True

B.

False

8. Registration records provide information for the room rack slip, guest folio slip, information rack slip, POS charge status, housekeeping schedule, and guest history record.

A.TrueB.

False

9. Preregistration involves producing a registration card, recording the room and rate assignment, and settling the guest’s account.

10. Recording the guest’s departure date helps the hotel manage its rooms and revenue.

A.TrueB.

False

1. The occupancy report prepared by the front desk staff for April 1 lists room 403 as a stayover. At 2 P.M. on April 1, the housekeeping report lists room 403 as vacant and ready for sale. This situation is best described as:

A.

a room status discrepancy.

B.

a lock-out.

C.

a late check-out.

D.a sleeper.2. Clifford Cheapskate checks into room 107 for a one-night stay.

Early the next morning, Cheapskate leaves the hotel without paying his bill. When checking the 4 P.M. housekeeping report, the front desk staff finds room 107 listed as vacant and ready for sale and realizes that the guest was:

A.a due out.

B.a sleeper.

C.a skipper.D.a sleep out.

3. Which of the following reports would an executive housekeeper use to determine the number of check-out rooms that need to be cleaned?

A.room status discrepancy report

B.occupancy reportC.

sales booking report

D.scheduled maintenance report

4. Housekeeping’s physical check of rooms at 2 P.M. reveals that room 201 is occupied. However, the front office lists the room as vacant and ready for sale. This situation is best described as:

A.

a late check-out.

B.a due out.C.

a room status discrepancy.

D.a sleeper.5. On February 1, a guest checks into room 233 and reserves the

room for the next three nights. On February 2, the occupancy report from the front desk would list the status of room 233 as:

A.DNCO (did not check out).B.

a late check-out.

C.a sleeper.

D.

a stayover.

6. Modified American Plan7. Day rate

A.

Standard rate for each room

B.

Rate for frequent business guest

C.Rate for less than an overnight stay

D.Meals are priced separately from guestrooms

E.

Room rate includes charges for guestroom and two meals per day

8. Corporate rate

A.


B.




E.


9. Rack rate

A.


B.


C.Rate for less than an overnight stayD.Meals are priced separately from

guestroomsE.


10. European Plan

A.


B.




E.


1. Which of the following is the key to upselling during the reservations or registration sales process?

2. Which of the following is a recommended strategy for upselling rooms to walk-in guests?

A.Offer a less expensive room only if the guest rejects a more expensive room.

B.Give the guest a range of room rates, and describe the rooms that fit the guest’s stated rate preference.

C.State the features and benefits of each category of room, and mention the rate only if the guest asks.

D.Describe the features and benefits of each available room category first, then mention its rate.3. When it appears that the hotel might have to walk a guest who

has a guaranteed reservation, all of the following are appropriate actions for a front office manager to take except:

A.compare the room rack, housekeeper’s report, and guest folios for any discrepancy in occupancy status.

B.telephone due-outs and inform them that they may be evicted if they do not depart voluntarily.

C.

personally check the current status of rooms listed as out-of-order.

D.identify rooms that are pre-blocked for one or two days in the future and preregister guests arriving today who will depart in time to honor the blocks.4. Which of the following is not a legal reason for refusing to receive

a guest?

A.

The person arrives after midnight and before 5 A.M.

B.

The person is suffering from a contagious disease.

C.

The person is bringing explosives to a trade show.

D.The person is drunk and being rowdy.5. Gilbert is working the third shift at the hotel on a night when all of

the rooms are sold out. A woman named Isis Warren arrives and

says she has a reservation. Gilbert is unable to find it on the computer. Which of the following steps might he take?

A.Tell Isis that there are no rooms available and she must have made a reservation with a different hotel.

B.Give Isis the room of another reserved guest who hasn’t arrived yet.

C.Check to see whether the reservation was filed under “Warren Isis” instead of “Isis Warren.”

D.Shield the computer screen from Isis so that she can’t see that there is a problem.6. Upselling is one way of pressuring the guest into renting a room

with a higher rate.

A.trueB.false

7. A front desk agent can find clues about what the guest is looking for on the guest folio.

A.trueB.false

8. Establishing and maintaining eye contact is considered rude with most American guests.

A.trueB.false

9. Front desk agents should find out the guest’s name immediately and use it at least three times during the conversation.

10. Upselling should be done only with walk-in guests; if a guest has a reservation then he or she has already determined the type of room and rate that is desired.

A.trueB.false

1. Which of the following is issued by credit card companies to validate a guest’s credit card?

A.

status code

B.denial codeC.

transaction code

D.authorization code2. Banks consider all of the following as equivalent to cash except:

3. All of the following are methods of payment accepted by most hotels except:

A.

a cashier’s check.

B.

a two-party check.

C.

a money order

D.a traveler’s check.4. What status do cash-paying guests who are not authorized to have charge

purchases posted to their guestroom accounts have?

A.no-post statusB.occupied status

C.

cash-only status

D.none of the above5. All of the following are legitimate reasons to evict guests, except:

A.

Guest violates hotel regulations.

B.Guest fails to pay the hotel bill.C.Guest extends stay beyond original reservations in a sellout situation.D.Guest contracts a contagious disease.

6. List at least three steps that front desk agents should follow when accepting checks.

A.

Checking new account, check the routing code, Identify I.D

B.

Discuss the matter with the guest in private. USe care when describing the guest's unauthorized transaction. Offer the use of a telephone to help resolve the matter with a credit card company representative. Allow the guest a chance to provide alternate, aceptable means of payment.

C.

Explain the hotel's check cashing policy. Remain friendly and cooperative. Discuss alternative methods of payment with the guest. If local banks are open, direct the guest to a nearby branchm or extend the use of a telephone. Provide directions.

D.

Explain the hotel's check cashing policy. Remain friendly and cooperative. Discuss alertibative methods of payment with the guest. If Local banks are open, direct the guest to a nearby branch, or extend the use of a telephone. Provide directions to the nearest ATM.7. What are some signs that a credit card may be invalid?

A.


B.a credit card may be tampered with, or the signature on the card doesn't match the one on the hotel registration card. the card may be expired.

C.

Explain the hotel's check cashing policy. Remain friendly and cooperative. Discuss alertibative methods of payment with the guest. If Local banks are open, direct the guest to a nearby branch, or extend the use of a telephone. Provide directions to the nearest ATM.

D.

Discuss the matter with the guest in private. USe care when describing the guest's unauthorized transaction. Offer the use of a telephone to help resolve the matter with a credit card company representative. Allow the guest a chance to provide alternate, aceptable means of payment.8. How can a front desk agent resolve credit problems with a credit card?

A.

Discuss the matter with the guest in private. USe care when describing the guest's unauthorized transaction. Offer the use of a telephone to help resolve the matter with a credit card company representative. Allow the guest a chance to provide alternate, aceptable means of payment.

B.Never announce the room number whne handling a key to the guest. Discreetly explain how to interpret the code if there is one on the key.

C.

Explain the hotel's check cashing policy. Remain friendly and cooperative. Discuss alertibative methods of payment with the guest. If Local banks are open, direct the guest to a nearby branch, or extend the use of a telephone. Provide directions to the nearest ATM.

D.


9. How can a front desk agent resolve credit problems with a personal check?

A.Never announce the room number whne handleing a key to the guest. Discreetly explain how to interpret the code if there is one on the key.

B.


C.Explain the hotel's check cashing policy. Remain friendly and cooperative. Discuss alertibative methods of payment with the guest. If Local banks are open,

direct the guest to a nearby branch, or extend the use of a telephone. Provide directions to the nearest ATM.

D.

Discuss the matter with the guest in private. USe care when describing the guest's unauthorized transaction. Offer the use of a telephone to help resolve the matter with a credit card company representative. Allow the guest a chance to provide alternate, aceptable means of payment.10. What are security concerns associated with issuing a room key?

1. Guestrooms that room attendants generally clean last are:

A.

check-outs.

B.

due outs.

C.

layovers.

D.stayovers.2. Guestroom cleaning assignments are based on the:

3. Which of the following statements about guestroom cleaning is false?

4. The number of rooms assigned to room attendants for cleaning is generally based on:

5. Scarlett is a room attendant for the Diamond Airport Hotel. She has the following list of rooms to clean for the morning shift: Room 605 Stayover Room 606 Stayover Room 607 Due out Room 608 Check-out Room 609 Out-of-order Which room should she clean first?

A.

Room 605 or 606

B.Room 607C.Room 608D.Room 609

6. Check-out

A.a report that provides information on the occupancy or condition of the property’s rooms

B.

a room in which the guest is scheduled to stay again

C.a room for which a guest has reserved an early check-in time or requested a cleaning as soon as possible

D.

a room from which the guest has already checked out

E.

a room from which the guest is supposed to check out that day

7. Stayover


B.



D.


E.


8. Due out

9. Early makeup


B a room in which the guest is scheduled to stay again

.


D.


E.


10. Room status report


B.



D.


E.


Practice Questions

1. Who is at the top of an inverted pyramid model of management?2. This when you view someone as being favorable regardless of their faults? 3. The role of the leader is to? 4. Another name for Salesperson is? 5. The front desk selling a restaurant on the property is known as? 6. This involves creating an image of the hotel? 7. The primary course for dinner is? 8. The size of a menu’s typeface is known as? 9. The goal of empowerment is to? 10. This barrier to effective communication occurs when you feel the person has little to offer. 11. Name the five stages of team development in order. 12. When is the best time to make a phone call to businesses? 13. What is the term used to describe the combining of food and beverage stations?14. What analysis is used to determine periods of high and low business periods? 15. At formal events the flag in the front of the room should be place? 16. You would refer to one of these to check for availability to hold an event. 17. Name 4 of the 6 elements of the speaking environment. 18. What is the most important question you need to answer in a cover letter? 19. What is the purpose of a secret shopper? 20. Give the two names of the service that requires servers to

deliver platters of fully cooked food to the dining room, present the platters to guests for approval, and then serve the food.21. Why is it important to enact food controls? 22. What is a Cycle Menu?23. Explain who the First, Second and Third Party when referring to drinking?24. These individuals are reimbursed for hotel stays on a fixe, per diem basis? 25. This type of selling occurs when a guest has yet to make a decision. 26. What is the adjustment Factor? 27. This is a menu that offers a complete meal for one price. 28. What are the four P’s of Marketing? 29. If you wanted to visit a variety of businesses in one place in one day you would attend one of these? 30. This is a measure of how many times the average person in the target market is exposed to the advertising message over a period of time. 31. This analysis looks at assessing the current economic condition and other factors we may not have control over32. Two part question. Name the individuals that are more likely to spend more money during their trip and tell me their first priority when selecting a hotel. 33. This involves scheduling ads in an evenly over a period of time. 34. These individuals make $100,000 to $250,000 a year and enjoy the best that money can afford. 35. This refers to the average amount of time that a table is occupied. 36. Name the three areas that are involved with the Role of Training.

Answers

1. Customers2. Halo Effect3. Serve the team4. Account Manager5. Cross-selling6. Positioning the hotel7. Entrée8. Point9. Enhance guest service and increase company profit

10. Arrogance or superiority11. Forming, Storming, Norming, Performing and Transforming12. Middle of the workday13. Marrying14. Occupancy and Activity Analysis15. Right of the speaker16. Function Book17. Equipment, flip charts, handouts, microphone, lighting, and seating18. Why should I see you?19. Evaluate how guests’ needs and expectations are being met20. Russian or Platter21. To ensure payment is due for guests that exceed the original estimate in the contract22. A menu that changes everyday for a certain period of days, then cycles again23. First – Buyer, Second – Seller, Third – Person Injured by First Person24. Government/Military25. Suggestive Selling26. Desired Yield/Original Yield27. Table d’hôte28. Product, Price, Place, Promotion29. Career Fair30. Frequency31. Marketplace Analysis32. Business Travelers – Location33. Continuity34. The Affluent35. Table-Turn Rate36. Knowing the Property, Knowing the Area, Interacting with Guests

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Technical Questions f.office