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A. B. C. D. A. B. C. D. A. B. C. D. Which of the following types of hotels are most likely to employ a concierge? a. world-class service hotels b. first-class service hotels c. mid-range service hotels d. economy/limited service hotels Which of the following areas of a hotel is a revenue center? 2. a. housekeeping department b. human resources department c. accounting department d. front office department Which of the following areas of a hotel is a support center? 3. a. hotel-operated gift shop b. food and beverage department c. housekeeping department d. front office department The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to 4. 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. forming a hotel chain. b. contracting with a management company. c. joining a referral group. d. becoming an independent property. Which of the following is most likely to change if the general manager restructures the 5. management team and changes reporting relationships among departments? a. revenue centers b. support centers c. the organization chart d. job specifications 6. Who is the best judge of service quality? a. staff members b. managers c. the person receiving the service d. the owner of the service business In a service business: 7. a. production and consumption are completely separate. b. other customers are part of the service product. c. services can be inspected for quality before they are “consumed” by customers. d. customers never see the service “factory.” If a hotel or restaurant offers the same amount of capacity no matter how high the 8. demand, it is following a __________ strategy. a. static-demand b. chased-market c. level-capacity d. customer-constrained The most common method used to influence demand in the hotel industry is: 9. a. advertising. b. availability. c. price. d. marketing. 10. If the ladder is eight feet tall, the footing should be ________ feet away from the wall. a. Two b. Four c. Eight d. Sixteen 11. When should unsafe conditions be corrected?

A. B. C. D.

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a. Immediately b. After a manager has been informed and a work order created c. Some time during that same day d. As soon as is convenient Karl, a second-shift carpet cleaner at the Bay Pointe Resort, cut a finger while pouring 12. 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. The OSHA HazComm Standard b. The hotel’s Exposure Control Plan c. Prior accident reports d. The MSDS from the cleaning solution manufacturer Cordelia is a front office auditor for a commercial hotel. At what stage in the guest cycle 13. does she most often operate? a. pre-arrival b. arrival c. occupancy d. departure Dion is assigning a room rate and room number to a family that will be staying at the 14. hotel for one week. At what stage in the guest cycle is that family? a. pre-arrival b. arrival c. occupancy d. departure The front office updates a room’s availability status and notifies the housekeeping 15. department during which of the following stages of the guest cycle? a. pre-arrival b. arrival c. occupancy d. departure Biondi, a guest at the hotel, calls the hotel operator, Rajad, and asks him whether she 16. 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. local call b. collect call c. billed-to-room call d. premium-price call What type of message should front desk agents time stamp upon receipt? 17. a. phone messages b. faxes c. e-mails d. all of the above Electra receives a call from an operator asking her if she will accept the charges for a 18. call being placed to her by her son, Cole. What type of call has Cole placed? a. collect call b. third-party call c. person-to-person call d. credit card call 19. The most common method of making a guaranteed reservation is by: a. credit or debit card. b. prepayment. c. advance deposit. d. travel agent. Travel Dot Com is an Internet service that offers online members a chance to book 20. reservations at hotels, airlines, car rental agencies, and restaurants. What type of service do they offer? a. central reservation system b. affiliate reservation network

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c. intersell agency d. global distribution system The Eight Stars Hotel is nearing full occupancy for the month of September. The 21. 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. advance deposit guaranteed reservation b. travel agent guaranteed reservation c. credit card guaranteed reservation d. non-guaranteed reservation The report that indicates which rooms are occupied and which guests are expected to 22. check out the following day is called: a. the registration record. b. the occupancy report. c. the housekeeping status report. d. the room status discrepancy report. The standard rate for a particular room is typically called: 23. a. the AP rate. b. the room rate. c. the desk rate. d. the rack rate. The Downtown Business Hotel has an elaborate fitness room, and it markets the facility 24. 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. individual folio b. master folio c. non-guest folio d. control folio During your shift, a fire alarm is triggered. Your property has had several false alarms 25. recently and you suspect that this is another one. What should you do?

A. B. C. D.

A. B. C. D. A. B. C. D.

A. B. C. D.

a. Continue with your regular duties unless a manager notifies you that there is a real emergency. b. Treat it as the real thing until a manager or emergency personnel confirm that it’s a false B. 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. B. C. D. A. B. C. D. a. registration. b. occupancy. c. arrival. d. check-out and settlement. Which of the following is an unfavorable variance? 27. a. actual revenue exceeds budget b. actual expenses exceed budget c. budgeted expenses exceeds actual d. none of the above Direct billings must be arranged and approved by the hotel’s _____ before or during 28. guest registration. a. front desk agent b. accounting department c. owner or general manager d. credit department When are room rates and taxes typically posted to guest folios? 29. a. as they check in b. as they check out

A. B. C. D. A. B.

D. the time it takes for one room attendant to clean one guestroom is: a. of the hotel. D. variable staff positions. 160 labor hours c. d. they have lunch in the restaurant and charge the check of $24 to their room. D. D. There is a 10 percent lodging tax on room rates. 240 labor hours If the time available for guestroom cleaning during a work shift is 6 hours and 40 35. credit d. C. 64 labor hours If the productivity standard at a 400-room hotel is 30 minutes to clean one guestroom. after the front office audit Mr. the secondary backing d. the general manager. $224 d. C. the executive housekeeper. b. c. D. poolside room with the rate of $200. 160 labor hours b. c. C. the primary backing c. B. Robert Bittner and their two daughters check in. B. d. 40 labor hours c. D. Positions that are usually scheduled to work regardless of the occupancy level of the 36. the rooms division director. c. fixed staff positions. 33. 30 minutes. previous balance b. $244 b. minutes and each room attendant is expected to clean 16 guestrooms per shift. at the end of the day d. If the productivity standard at a 200-room hotel is 30 minutes to clean one guestroom. D. the manager of operations. A. B. B. B. 25 minutes.C. A. on? a. A. compressed staff positions. 320 labor hours b. C. A. the carpet pile A public area cleaner accidentally overturned a bucket of water onto a meeting room 38. $176 c. d. D. B. floor. the carpet pad b. c. how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy? a. They are assigned a 30. . B. 80 labor hours d. What type of transaction was the $300? a. how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy? a. and Mrs. $24 Vladimir Druschev paid $300 for room and meals with a debit card while checking out 31. C. A. C. C. net outstanding balance Housekeeping’s cleaning responsibilities are typically determined by: 32. Which of the following carpet problems could result if the spill is not attended to promptly? A. B. Which of the following components of carpet construction is the part you see and walk 37. What is the net outstanding balance on their account during the audit that evening? a. 34. D. A. A. C. 15 minutes. b. 20 minutes. hotel are called: a. debit c. After checking in. shared staff positions. b. 80 labor hours d. a.

B. On May 1. A. 24 wash cloths. They have a life span laundering cost of $800 as they can take only 250 launderings before they start looking worn. 4. ending inventory was what was estimated The minimum quantity of all-purpose cleaner is 400 gallons. D. a loss of 118 gallons b. They can take 400 launderings before they start to look below standard. The hotel has a safety 41. D.500 b. How much will he need to stock his cart with? a. 35 gallons b. she finds the hotel has 94 gallons. C.000 d. D. b.A. safety stock level is 4. 11. He has 12 rooms assigned to him 44. c. b. A. D. How does she record the inventory? a. Their tablecloths are only $8 each. during the month it issues 2 gallons to room attendants and public space cleaners. a. layovers. d. B.28 c. pile distortion b. B. 5. $2. C. a. wicking d. 72 towels.000 bars. C. and 12 bath mats b. When the executive housekeeper does a physical inventory at the end of the month. 90 gallons d. pile distortion. B. shedding. and 6 bath mats c. Who typically draws up room assignments from the room status report? 46.100.23 b. C. Every day 40. fading c. She is preparing the 43.) On May 15 it purchases 130 more gallons. What is the cost per use of the tablecloth offered by Vendor A? a. 6. C. pilling. a. $3. check-outs.000 Gwyneth is the executive housekeeper at the Holycoin Casino. The 42. wicking. stock of 50 gallons. (May has 31 days. c. 12 wash cloths.03 d. What is the minimum quantity needed for soap bars? a. 70 gallons c. and 1 bath mat. a hotel has an inventory of 50 gallons of all-purpose cleaner. A. B. C. C.500 c. Vendor B has recently contacted Gwyneth and suggested that they switch to their brand. cannot be determined from the information given Noah is stocking his cart at the beginning of the day. 48 wash cloths. B. D. A. a loss of 55 gallons d. A. The vendor takes two weeks to deliver. D. The vendor takes 5 days to deliver new orders. 4 wash cloths. cannot be determined from the information given Guestrooms that room attendants generally clean first are: 45. A. with a life span laundering cost of $500. Each room requires 6 towels. 36 towels. Vendor A—the one that Gwyneth has always used— offers a tablecloth at $10 each. They currently have 900 on hand and the par stock level is 2. A. and 3 bath mats d. pilling Carpet fibers that have become twisted or crushed are experiencing: 39. D. $1. C. d. for his entire shift. D. 18 towels. . annual order for one of the restaurant’s tablecloths. 150 gallons The hotel uses 500 bars of soap each day. a loss of 24 gallons c. due outs. B. stayovers. How much all purpose cleaner does the hotel likely use per day? a. B.

D. B. B. There should be fewer discrimination lawsuits if a good diversity program is in place.a. B. oxygen bleaches c. C.b. drying time. A. cotton b. B. D. b. speed up extraction. B. raise the quality of products and services you offer to them. c. Favoring a person for one particularly valuable characteristic and overlooking all of the person’s other traits is called: . C.a. c. B. floor or shift supervisors b. C. 4. washing c. D. A. a.d. The trend in many of today’s hospitality companies is to: A. 5. nylon Which of the following chemicals are used in the wash cycle of a laundry operation to 50. How can managing diversity effectively help an organization reduce its costs? A. Words hold different meanings for different people.a.b. d. D.b. process? a. C. 1. B. D. room attendants c.c. is highly centralized. acrylic c. Which of the following usually sets the pace at which linens flow through the laundry 48. B. Studies have shown that organizations with good diversity programs have lower sick time C. B. add more employee levels. alka lies A. Managing diversity effectively should help an organization reduce its turnover. will have problems responding appropriately in a fast-changing environment. C.c. emphasize the value you provide to them in all your advertisements. Which of the following statements about communication is false? A. front desk agents d. washing time. general manager 47. Both a and b. B.d. 3. and vacation time costs. It is harder to lie with our faces and bodies than it is with our words. need for harsh bleach chemicals. D.d. none of the above. We often communicate without realizing it.d. chlorine bleaches b. polyester d.b. lower your prices.d. 6. centralize.a. add more management levels. The extraction step in the wash process reduces the: a. is highly decentralized. fabric softeners d.a. decentralize. properly handle moments of truth with them. D. C. Most communication is verbal. C. 2.b.A.c. D. and reduce drying time? a. folding Which of the following fabrics is a natural fabric? 49. C. A. reduce flatwork ironing. the cleaning power of detergents. D. extracting d. C.c. sorting b. The best way to make your customers aware of the value you provide to them is to: A. then the company: A. D. a. If a company’s organizational structure is flat.

but ask for time to consider the offer. At the end of her shift. relationship selling. mirroring B. internship B. This is an example of: A. D.a. a front desk agent who makes you feel welcome 14. 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. Today’s business environment has led many hospitality organizations to: A. all of the above 12. The active listener uses a variety of techniques to aid the listening task.a.a.a. extra resumes B.a. price. .b. the leniency or severity effect.a. responded to a guest’s request for extra pillows and towels. create hierarchical management systems. transforming. On the next visit to the property. The second stage of team development is: A. Both b and c. corporate groups B. a room attendant at the Glitz Hotel.c. simple functions. The “marketing mix” is: A.a. C.b.d. What should you bring with you to a job interview? A. and direct-mail advertising. D.c. 15. paraphrasing C.b. B. B. concentrate power and responsibility within their top management levels.b. Express your appreciation. Which of these is not one of them? A. C.d. an ocean view that allows you to watch the sunset C.b. the contrast effect.c. C. stereotyping.b. performing.c. the way product. corporate presentations D. D. the total marketing efforts used to reach a given customer segment. storming.d.c.d.A. What should you do if you are offered a job? A. the balance of external and internal sales and marketing efforts. a positive attitude D. career fair 11. she recorded the request on a form used to update guest profiles.a. Accept immediately. Which of the following is an example of an intangible service? A.b.d. Monica.c. public relations. summarizing 8. convention and association groups C.c. the relative balance of advertising. D. corporate individuals D. Ask for a written copy of the offer. the halo effect.d. B.a.d. a dinner prepared exactly as you requested it B. influencing D. place. fragmented.a.d. C.c. B. make decisions and solve problems with teams. 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. regional getaway guests 16. 10. paper and pen C.b. the guest found extra towels and pillows already in the room.d.b.b. 9. 13. B.c. information interviewing C. and promotional efforts are combined. a concierge who provides information about the movies at a local theater D.a. norming. 7. C. divide tasks into repetitive.d.c. D.

The objective of the prospect call is to: A. D.c. property analysis. V-shape D. Television 26.B. positioning analysis.a. salespeople should: A.c.a. keep their voice pitched low. C. briefly introduce a prospective client to the property’s features and services. 20. suggestive selling. fax 22.b.a. letter B.c. T-shape C. senate 23. As part of a marketing audit.c. 19.d.d. D. D. a service call C. Which of the following upgrading techniques would likely be most effective for a salesperson who was attempting to sell high-priced rooms? A. Television advertising .a. D. competition analysis. a public relations call 21.b.b. situation analysis.b. Magazines C. B.c.a.d. 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.c.b. bottom-up method D. the hotel’s marketing team assesses the strengths and weaknesses of other hotels in the local area as part of a: A. generate goodwill. B. B. situation analysis. Which of the following setups includes tables for the attendees? A. D. 25. internal marketing.d. Radio D. is visual. C. 17. What advertising medium is most successful when it grabs the viewer’s attention. Market share and fair share calculations provide important marketing information as part of a: A. e-mail C. telephone D.d.b. smile as they speak. a promotional call D. upgrading. avoid talking with gum or anything in their mouth.b.b. rate-category alternatives method C. a prospect call B.d. In which of the following types of sales calls does a salesperson make to generate good will? A. 24. positioning analysis. property analysis. B. cross-selling method 18.d. Newspapers B. all of the above. Which of the following mediums typically has the lowest production value? A.b.b.a.a. competition analysis.d.b.c. top-down method B.a.d. C.a. It is best to respond to all letters of inquiry by: A. When speaking with a client over the telephone.d.c.c. Newspaper advertising B. C.c.a. C. gather information and learn the names of decision-makers. determine if the prospects have a need for the property’s products and services. theater B.

29. B. 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. be patient. to mix food on platters.a. “Most guests act like babies so we must treat them accordingly. B.d. “The guest does not know what to expect from a food service operation. D.c. specialty C. the soup of the day.b. 33. family-style D.c. staff members should do all of the following except: A.d. The fundamental rule that service staff members need to keep in mind when resolving guest complaints is: A. The principle advantage that platter service has over cart service is: A. D. All of the following styles of service require special containers or platters from which to serve food.d. the personal attention and entertainment of platter service. preparing everything in place. The main purpose of using a shopper service in a food service operation is to: A. B.b. except _______________ service.a.a. A. A menu that offers a complete meal for one price is called a(n) __________ menu. 36. “The guest is always the guest.” D. to put everything in place.d.b.a. to mix food in kitchens.c. Consistency D. the food production efficiencies and the personal attention of platter service. B. C. C.25 B.” C. coordinate wine service.d.a. Timing 28. platter 34. 1. 32.d. When serving a guest with a hearing impairment. C. “Do not let the guest take advantage of the operation. table d’hote B. evaluate how guests’ needs and expectations are being met.d. Prix fixe refers to: A.b.d.d.b.c. the practicality and lower cost of platter service. to make everything in place. plate C. Frequency C.50 30. D. fixed 31. direct language and short sentences. “Mise en place” is a French term that means: A. Reach B.d.c.a. cart B. a lá carte D. C.b. A.” B.C. none of the above.a. .b.a.c. a la carte menu. catch guests who steal supplies. be positive and encouraging. use simple.a. .” 35. 240 D. 312.b.a. Radio advertising D.c.c. Magazine advertising 27. treat them the way they would children. table d’hote menu. what is the adjustment factor? A.b.c. D.c.b. B. If a recipe yields 200 portions and you want 250 portions. C.8 C.c.

C. wait in line. at the left end of the head table. It’s one of my favorites. the seat of honor at the head table is: A. a function sheet does. May I bring you a wine D. ma’am. “A Merlot would go well with the meat you’ve chosen. “You’ll like the meatloaf. preparation of that dish.” d. B. 37.b. May I bring you a piece?” c. 5. a function book does not list the time of a function. what type of reservation will they not want to have? 3. Asking individuals to have a drink at the bar. What is a European Plan? 4. 39.a. Where should you go if you want directions or information about places of interest in the area? 9.c. At formal events. 40. Food safety principles Questions 1. What is the best method for cleaning carpet in a high traffic area? 7. catch staff members who steal from the operation.D.d. Hazard Analysis Critical Control Point System C. B. What focuses on reducing sanitation risks by identifying risks at each control point in a food service operation? A. All of the following are suggestions of good suggestive selling phrases except: A. to the right of the host. coconut and pecans. a function book does not indicate the room in which the planned function will occur. to the left of the host. the function book covers all functions. Information about previous guests can be found here? .” b. Our chef needs improvement in his C.b. D. “We’re known for our great Mile-High Sawdust Pie. c. while a function sheet covers just one. If a hotel has experienced a high level of occupancy for the hotel. a C. This occurs when a guest has already checked out of their room but decides to make additional charges to the room. Sanitation risk management programs B.b. directly opposite the host. in what order are rooms cleaned? 6. What is the Account Posting Formula? 10.a. a and b. list?” 38. or schedule a reservation are all ways of? 2. featuring a delicious mixture of B. function sheet does.a.d.a.d. Service staff training D. The main difference between a function sheet and a function book is that: A.d. Whose responsibility is it to approve and collect for Direct Billing? 8. When housekeepers are given room assignments. “I’d like to suggest that you order something different. D.c.

This is used to restore breathing and heartbeat? . What 2 items do not need to be time stamped upon receipt? 18. What 3 items are needed to open a safety deposit box? 40. This is one of the strongest common fibers and does not lose its strength when wet? 32. What is the equation for lead-time quantity? 31. This is the most common type of hotel? 29. When calculating the 10-day forecast. Name the most important thing companies must do according to OSHA? 22. Employees can refer to this to learn more about what occurred during the previous work shifts? 16. This is created when comparing the Occupancy Report to the Housekeeping Status Report? 28. What type of hotels enjoys greater autonomy? 17. Without naming positions within the hotel. On an organizational chart a dotted line represents? 39.11. What is the Walk in Equation? 23. Name 2 of the 4 factors establish maximum quantity? 12. Name the Four Stages of the Guest Cycle and one thing that occurs during each phase. These type of hotels focus on meeting spaces over room sales? 38. what is the correct method for cleaning? 14. who does the Support Centers closely resemble? 20. What is the most common type of call made at a hotel? 15. 26. this term refers to the expected number guests at the hotel? 36. What is the Cost Per Use of a Linen Item Formula? 13. Carpets durability can be measured by? 21. What is the equation for minimum quantity? 35. This type of inventory is done daily? 27. Name 2 of 3 ways housekeepers sort linens? 25. What fabric is strong when wet or dry but is sensitive to heat? 37. What is the equation for average daily rate? 34. properties should? 19. When housekeepers clean the bathrooms. Name three different positions within the Rooms Division? 33. Name 3 of the 5 ways to prevent guest and employee theft? 30. 24. When making food and activity recommendations to a guest. This is equal to the total number of linens needed to outfit all rooms at one time.

7. 43. Inform employees about hazardous materials the employees may be required to use on the job 22.41. 44. 11. Checkouts. How many pars are needed to run a hotel. Due Outs Dry Powder Credit Department/Hotel Information Directory PB+DB-CR=NOB Guest History Records Shelf Life. 2. 3. Stayovers. 8. Direct Dial Long Distance 15. not rooms? Hint: We’re not talking about a forest. and where is each par? 48. Par Number Cost of Linen + Life Span Laundering Cost # of Life Span Launderings 13. what is the major significance of franchising? 47. Recommend their locations first 19. Managing Demand Non-Guaranteed Reservations Room Only Late Charges Early Makeup. 5. Walk ins/Room Arrivals . 12. Other than expanding the company’s name. This hospitality and tourism organization sells cabins. this refers to the sight and smell of a chemical? 42. 9. Price. Emails and Fax 18. What is the equation for net-cash receipts? Answers 1. 6. 4. 10. 46. Space. Back of the House 20. This type of complaint occurs when guests experience a problem with hotel service. This helps to build lather and keep stains suspended in the wash water after they have been loosened and lifted from the fabric? 45. Independent Hotels 17. Density of the face fibers 21. This pinpoints the exact moment a telephone call is connected. Top to bottom 14. Transaction File 16. On an MSDS report.

Lock storage rooms. Suite hotels usually feature: A. don’t overstock housekeeping carts. Daily Usage x Delivery Time 31.guestrooms with separate bedrooms and living rooms. Cash. Room Status Discrepancy 28. The . Housekeeping. B. Type. Method Pre-Arrival – Reservation Record/Guest Folio Arrival – Registration Record/Room Number/Confirm Payment Occupancy – House Limit Departure – Guest History Record/Zeroing Out 24. wash.23. Polyester 32. Cruise Ship 46. use less monogrammed items. but not a direct line of communication 39. 3 – On beds. Reservations. and Signed Slip 40. Conference Centers 38. Call Detection Equip 44. Nylon 37. Alkalies 45. Rooms Revenue/Number of Rooms Sold) 34. other negotiable – initial cash bank + paid outs = Net Cash Receipts 1. High degree of cooperation and communication. checks.leisure sports activities. Others spending money to make your company 47.several types of food and beverage services. Par 26. Service Related Complaints 43. sell items in gift shop. House Count 36. Front Desk. 2. Perpetual Inventory 27. Color 25. storage 48. Key. The executive committee of a national trade association must hold an emergency halfday meeting within the next ten business days. keep track of all items given to guests 30. Soiling. D. and Communications 33. ID. Physical and Chemical Characteristics 42. C. CPR – Cardio Pulmonary Resuscitation 41. Commercial 29. Uniformed Services.more public areas and guest services than other hotels. Lead Time Quantity + Safety Stock 35.

Provide long-term accommodations 8.Commercial hotel C. D.Casino hotel B.Commercial hotel C. B.food and beverage services.a conference center. 4.a convention hotel. C. Chris Dunlop is a regional troubleshooter for a national software firm.Casino hotel B. Guests are owners A.a downtown commercial hotel. Contain gaming facilities A. Dunlop LEAST likely to stay in? A.suite hotels C.Casino hotel B.conference and meeting rooms. He travels often and spends as little as one day and as much as two weeks with clients.Timeshare condominium 7.Residential hotel E.special activities such as horseback riding.Timeshare condominum . 3.Residential hotel E. Which of the following types of hotels are small and usually have the owner living on the premises? A. The association would likely book the meeting at: A.Residential hotel E.resort hotels 6. C. D. First type of hotel in the United States A.Bed and breakfast B.Bed and breakfast D.commercial hotels C.conference centers 5.commercial hotels B. What type of hotel is Mr.committee is composed of busy executives from across the country who lead large business organizations.an airport hotel. Resort hotels distinguish themselves from most other types of hotels by providing: A.Bed and breakfast D.airport hotels D.Commercial hotel C.Timeshare condominium 9.airport hotels D. B.bed and breakfast hotels B.Timeshare condominum 10.Bed and breakfast D. Owner lives on premises A.kitchen amenities.

comfortable. a concierge or personal butler. exquisite décor. fresh-cut flowers. unique amenities. Offers modest but sufficient service. but do not have unnecessary services.C. unique amenities. furnishings. and restricted access. Which of the following types of hotels is least likely to offer uniformed guest services? 6. Properties offer the best in amenities.the basic needs of guests. fresh-cut flowers.world-class service hotels B. refreshment center. inroom fax machines. Rates are lower than those of worldclass properties. inroom fax machines. in-room D. large televisions.first-class service hotels C. food and beverage B. 1. in-room A. Offer larger guestrooms.executive floors. Which of the following types of hotels is least likely to offer room service? A. Describe World-class service. signature bathrobes. 3.Residential hotel D.mid-range service hotels D. fresh fruit. and restricted access.economy/limited service hotels 5.specialty floors. refreshment center. inexpensive rooms that meet C. Some hotels offer world-class service on designated floors. large televisions.Casino hotel E. There may be uniformed guest services. videotape players.referral floors.uniformed services 2. They are comfortable. which are often referred to as: A. D.banquet rooms B. A. videotape players.independent floors B.They have upscale restaurants and lounges. computers. Describe Mid-range service. signature bathrobes. fresh fruit. 7. C. Which of the following features or services is likely to be found at Comme rcial hotel an economy/limited service property? A.room service D. computers.continental breakfast C. outlets. airport limousine service. a concierge or personal butler. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide: 4. Offer larger guestrooms. Hotels provide clean. and room service. . concierge service and opulent meeting space. and service.

inexpensive rooms that meet B. and service. 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. computers. airport limousine service. D. concierge service and opulent meeting space. unique amenities. concierge service and opulent meeting space.They have upscale restaurants and lounges. and service.the basic needs of guests. Which service level appeals to the largest segment of the traveling public? 1. outlets.the owners or developers C. Which of the following would be an option for the investor group if none of them has a hospitality management background? A. There may be uniformed guest services. Hotels provide clean. furnishings. C. Hotels provide clean.the hotel chain B. B.a chain property. and restricted access. Offers modest but sufficient service.They have upscale restaurants and lounges. outlets. who retains financial and legal responsibility for the property? A. but do not have unnecessary services. Describe Economy/limited service Offer larger guestrooms. The Dew Drop Inn is probably: 3. exquisite décor. 8. in-room A. and room service. comfortable. inexpensive rooms that meet D. Under most management contracts. comfortable.a corporate property. signature bathrobes. but do not have unnecessary services. inroom fax machines. food and beverage C. furnishings. Offers modest but sufficient service. 9. videotape players. The King James Hotel. and room service.joining a referral group . Describe an executive floor? 10. refreshment center.the basic needs of guests. Financing opportunities depend on assuring the bank that the property will be operated by a professional staff. A group of investors is planning to develop a conference center on the outskirts of a major city.forming a hotel chain B. fresh-cut flowers. Rates are lower than those of worldclass properties. airport limousine service.the franchisee 4. food and beverage D. a concierge or personal butler. There may be uniformed guest services.Properties offer the best in amenities. exquisite décor. Rates are lower than those of worldclass properties.an independent property. would be classified as: A.a franchisee C. a family-owned-and-operated property that is organized as a sole proprietorship.contracting with a management company C. They are comfortable. 2.the management company D. Properties offer the best in amenities. large televisions. B. They are comfortable. fresh fruit.

9. D. 1.Revenue . A.supervisory responsibility. the executive housekeeper reports to: A.True B. Referral groups consist of franchisees that band together for a common purpose. B. the front office manager reports to: A. On a hotel organization chart.D. solid lines indicate relationships that involve: A. 5. The Federal Trade Commission requires that franchisors give potential franchisees a disclosure document.a high degree of communication and cooperation. write in whether it is a revenue center or a support center. Gift shop A.the chief engineer. C.the chief engineer.support center.Revenue 7. dotted lines indicate relationships that involve: A. 6. Franchising is when the franchisee grants the franchisor the right to conduct business according to a certain pattern.front of the house. B. D.revenue center. On a hotel organization chart. C.centralized purchasing. C.direct accountability. B. 2. D.False 7. In a large full-service hotel.the security director.the rooms division manager.the security director.Support B. C. B.functional equality.the general manager. Independent hotels are usually more centralized in management than chain hotels.a high degree of communication and cooperation.False 10.Support B.the general manager. 4.rating services. In a large full-service hotel.becoming an independent property 5. Franchise organizations and referral groups generally provide affiliated hotels with all of the following except: A.True B.True B. D. B.supervisory responsibility.False 8. B.functional equality. D.back of the house. C. D. An area where guests interact with employees is called: A. Security A. For each of the following departments. Developers that hire a management company would sign a management contract. A. 3.the rooms division manager.central reservations systems. C. 6.direct accountability. A.expanded advertising.

In which of the following areas of a hotel are guests registered. Administer health insurance benefits A.sales 4.Rooms B.Marketing and sales D.Support B.Food and beverage C.Revenue 1.the sales department. 6.Revenue 9. Sales A.Marketing and sales D. Room service A.the food and beverage division. Create a new room service menu 10.Human resources E.accounting 5.Security 7.Support B.reservations B. D. B. Which of the following departments of the rooms division works most closely with the marketing and sales division within a hotel? 3.Revenue 10. C.human resources D. Laundry A.Human resources E.Food and beverage C.Support B.the rooms division. Develop emergency procedures A. Concierge services are normally part of: A.Rooms B.Rooms .8.Human resources E.Rooms B.Security 9.housekeeping C. Create an ad for the new restaurant menu A. Meet and greet guests A. Which of the following areas of a hotel has the greatest amount of guest contact? A.Food and beverage C.reservations B. and checked out? A. Which of the following areas of a hotel is led by a controller? A.the reservations department.front office D.Security 8.telecommunications B.concierge C.front office D.sales 2.Marketing and sales D. assigned rooms.marketing and sales C.

Create a guest folio D.arrival C.Create a guest history file C.Create a registration record B.the guestroom. D. All of the following are typically found in a front office information directory except: A.departure 5.Create a registration record B.B.Create a guest folio D.Food and beverage C. C. 4.Create a guest folio D. .rooming and guest services functions 2.coordinating guest services 3.reservation and registration functions C.security B.Monitor the house limit 8. During what stage in the guest cycle does a front office desk agent post late charges? A.reservation and pre-registration functions B.registration and rooming functions D.Create a registration record B. Which of the following front office activities are included in the arrival stage of the guest cycle? A. Match the activity with the stage in the guest cycle: Arrival A.Monitor the house limit 9.account settlement C.Marketing and sales D. Match the activity with the stage in the guest cycle: Occupancy A.Monitor the house limit 7.Monitor the house limit 1.pre-arrival B.occupancy D. Which of the following is a primary front office concern during the occupancy stage of the guest cycle? A.food and beverage service.Create a registration record B.transportation.special event schedules.Create a guest history file C.Create a guest history file C. Which of the following activities occur during the arrival stage of the guest cycle? 6.Create a guest history file C. B. B.locations of banks and stores.room service.Security 1. Match the activity with the stage in the guest cycle: Pre-arrival A. Match the activity with the stage in the guest cycle: Departure A.room assignment D. The largest single charge on a guest account is normally for: A.Human resources E.Create a guest folio D.

an information directory.Group resume 8.information directory.Reader’s board B.C. At 7:00 that evening. the front desk agent would refer to the front desk’s: A.none of the above 3. D.arrival list. Gates had this problem. D.Transaction file C.Information directory D. Mr. Where would the following information be found: Guest compliment on room service A. C. After checking in to room 534 shortly after 1 P. To learn that Mr. which meant his laptop computer would be practically useless. B. B. 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.Reader’s board B.Reader’s board .Group resume 7. called Mr. Where would the following information be found: Parking ticket given to valet A.transaction file.information directory.a transaction file.. Myers asks for directions to the nearest health and fitness club.M. Howard. At check-in. D. one of the front desk agents. The front desk’s chronicle of events. 6.Transaction file C.billing instructions B. C. B.reader board.simplified maps of the local area.taxi and airline company telephone numbers D. Where would the following information be found: Directions to a meeting room A. Ms.a reader board. To help Ms.a master register.transaction file.group résumé book. D.locations of theaters and churches C. C.Information directory D. Gates reported to the front desk that the data port in his room was outof-order. guest complaints.contact persons for groups staying at the hotel. and requests is called: A. 4. Howard must have reviewed the front desk’s: A. 2. Myers. Which of the following would likely be found in the front desk’s group résumé book? A.reader board. 5.

Group resume 10.concierge 5. impairment. Match the guest with the guest services they would most likely request: Business woman traveling with her infant and a nanny A.auditing services. Marion Stutt is traveling with her sister on business.entertainment reservations. 2.B.Information directory D.“Could you please reserve a shuttle to the airport?” B.” C.Information directory D.none of the above 3.transportation arrangements.Roll-away crib .general manager D.Transaction file C.Group resume 1.Transaction file C.“Could I get an overhead projector set up in Meeting Room A?” “I will need a room reserved that is adapted for someone with a hearing D.Information directory D.audiovisual equipment D.Split folio C.Transaction file C.“I need extra pillows sent up to my room.master account folio C. The two of them plan to charge all of their room expenses to their partnership.roll-away crib B. Which of the following requests would be considered a special procedure request? A. Johann wishes to have the New York Times delivered to his guestroom each morning.newspaper delivery 6.master folio D.Reader’s board B.Reader’s board B. Where would the following information be found: Check-out time policy A.Master folio B. Which of the following guest services would a sales representative making a pitch in one of the meeting rooms most likely request? A.no one—the hotel would not help him get a newspaper other than USA B. Typical requests handled by the front office include all of the following except: A.secretarial services.Group resume 9. D. Typically. Where would the following information be found: Recreational arrangements for tie-maker’s convention A.split folio C. Whom should Johann call to try to get a New York Times delivered? A. B. the hotel delivers only USA Today and the Wall Street Journal.” 4.Today or the Wall Street Journal reservationist C. C. What type of folio might they request from the hotel? A.individual folio B. but will pay for each of their telephone and food and beverage charges separately.

Master folio B.room inventories C.Office equipment E.Master folio B.Split folio C.Entertainment reservations 7.repair orders B.Roll-away crib D.Entertainment reservations 1.Office equipment E.Roll-away crib D.reservation reports 4. Which of the following items could help Alonso identify complaints? A. Match the guest with the guest services they would most likely request: Engineer who will need to fax several reports from his room A. Alonso is the general manager of the Fresh Springs Motel.the front desk information directory D.Split folio C. The number of return guests has been dropping lately and Alonso is trying to figure out why. Match the guest with the guest services they would most likely request: Football coach renting rooms for a high school team A.Office equipment E. Which of the following do front desk agents use to track maintenance problems reported by guests to staff? A.Office equipment E. not on placing blame.Entertainment reservations 9. It will slow the guests down and B.D. Do not take notes until after the guest is finished.mechanical complaints D.attitudinal complaints 2. Match the guest with the guest services they would most likely request: Convention speaker who is paying for her own food and telephone charges A.Office equipment E. Which of the following is not a guideline for handling guest complaints professionally? A.transaction files D.Monitor the progress of the corrective action.Roll-away crib D.Entertainment reservations 10.the front office transaction file 3.Split folio C. even if the complaint was resolved .Master folio B. Match the guest with the guest services they would most likely request: Couple visiting the city as part of their honeymoon A. C. Currently.Split folio C. What type of complaints do guests make when they feel they’ve been mistreated by the hotel staff? A.service-related complaints B.reader boards B.information directories C.Concentrate on the problem.Entertainment reservations 8.Roll-away crib D. make them think that you don’t care about the problem. he does not do anything to track guest complaints.unusual complaints C.Master folio B.

local calls B. Determine the type of complaint: “I can’t believe that there isn’t a bus stop anywhere near the hotel.Attitudinal C.Unusual.” A. has some important information that he needs to pass on to Luna.Service-related D. is responding to a .Unusual.” A.log book C. Determine the type of complaint: “That front desk agent was snippy with me!” A. one of his manufacturing representatives.guest perception graph B. who is currently vacationing at the hotel. He wants to provide the information in a format that is easy to understand and will communicate information quickly. so that other guests won’t overhear.person-to-person calls D. Which of the following is he most likely to include? A. 7.credit card call B.by someone else.both a and b 6.person-to-person call 4.Unusual. Which of the following types of calls is usually a direct-dial call? 3.credit card calls 2. a guest at the hotel.Mechanical B.Attitudinal C.guest perception detail D. Benedict.Mechanical B.” A.direct-dial long-distance C. 1. Determine the type of complaint: “The ice machine is leaking all over the floor.Unusual. 5. 9. D. Determine the type of complaint: “Why isn’t there a bellperson to help me with my luggage?” A. 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. is preparing a report for the general manager based on his analysis of guest responses to comment cards.Service-related D.Mechanical B.Attitudinal C.Mechanical B. What type of call is he most likely to make to avoid being charged for each call? A. Cicero.Service-related D. Which of the following types of calls is usually made with operator assistance? A.Service-related D.Isolate the guest if possible. 8. Colette.Mechanical B.Attitudinal C.Attitudinal C.billed-to-room call D. 10. Determine the type of complaint: “I’ve called three times now to ask for extra towels.Service-related D. a front office manager.long-distance calls C.Unusual.

automated call dispensing C.wireless connector hub 3.call detection B. "Collect call" A. Which of the following allows a guest to plug their portable fax machines into the phone? A. or “other” call. or “other” call.other call D. For each type of call. For each type of call.operator-assisted call C.third-party call 5. "International call" A. select whether it is a direct-dial call."other" call 10. "Calling card call" A.direct-dial call B.direct-dial call B.direct-dial call B. operator-assisted call.premium-price call C. For each type of call."other" call 8. "Toll-free call" A. operator-assisted call.a call accounting system D. All of the following are features or functions of a call accounting system interfaced with a hotel property management system except: . For each type of call.direct-dial call B.operator-assisted call C.toll-free call D.operated assisted C.operated assisted C. select whether it is a direct-dial call. select whether it is a direct-dial call. For each type of call. How are local calls usually classified? A. What type of call is she making? A. 7. or “other” call. It tells her that if she dials 1-900555-4323 she may be able to claim a $1 million jackpot."other" call 9.local call B.operated assisted C. select whether it is a direct-dial call.“other” call.sweepstakes offer she received in the mail. or “other” call.a PBX system 2. or “other” call."other" call 1. operator-assisted call.USB cable B.direct-dial call B. select whether it is a direct-dial call. operator-assisted call.DSL line D.operator-assisted call C.direct-dial call B. operator-assisted call. Which of the following eliminates the need for a hotel telephone operator to help place outbound calls? A.none of the above 6.input jack C. "Third-party call" A.

Conference calling is one of the features that some guestroom phones have. the capability for guests to telephone a computerized system to D.False 1. B. A.a call accounting system.True B.voice messaging B.detailed daily reports of telephone transactions C.automatic call dispensing system D. B. Time-stamp the message slip. Automatic call dispensing is always limited to wake-up services. pricing. and deliver it to the C.False 8. B. The Dew Drop Inn recently decided to promote its breakfast buffet by adding an invitation on the wake-up call recording.True B. has already checked out of the hotel.False 10. A.True B. 2. Most pay phones in the hotel are connected to the hotel’s PBX system or call accounting system A. Equipment that pinpoints the exact moment a telephone call is connected is called: A. guest’s room as soon as possible. D. Jayamalya has been unable to deliver a fax that was just received because the recipient. learn about the hotel’s financial reporting procedures.True B. Which of the following is the way most hotels prefer to handle telephone messages for guests? Place the message slip in the guest’s mail and message rack slot until the guest requests it. place it in an envelope. 6. and posting of calls.automatic charge posting to guest folios.False 9. Time-stamp the message slip. 4.Slide the message slip under the door of the guest’s room. and switch on any in-room message indicators. place it in the guest’s mail and message rack slot.a least-cost routing system.False 7. What is used to distribute these calls? A. C.True B. D.call detection equipment. The PBX system is a set of software programs that initiate the placement. Kareem Sensbar. A. . What should she do with the fax? A.A.reduced labor costs for telephone operations.call detection equipment C.telephone status system 5. Telephone/room status systems are an example of a sophisticated telephone system feature A.a PBX system.

a guest with a hearing impairment 6. 3. The most common method of making a guaranteed reservation is by: A.Fax Services 9. Match the guests with the telephone service they are most likely to use.a leisure traveler C.Wake-up services E. Veronica signed a contract that she needs to send immediately A.E-mail B.a guest with a vision impairment D.prepayment.Voice mail D.advance deposit. Which of the following is not a good tip for professional telephone skills? A.Use a high voice pitch.Voice mail D. C. Daljeet has a speech impairment A.Wake-up services E.TDD C. Sensbar calls for it.Voice mail D.E-mail B. Match the guests with the telephone service they are most likely to use.caller’s department D.Smile.caller’s age B.Match your speaking rate to the caller’s. Match the guests with the telephone service they are most likely to use.M.caller’s time zone C. D. B. C.Sit up straight.TDD C.TDD C. .caller’s company 5. Which guest would be most likely to use a TDD? A.Wake-up services E. C. Which of the following information is usually not needed on a telephone message? A.Voice mail D.credit or debit card.Fax Services 1.Wake-up services E.Throw the fax away. Match the guests with the telephone service they are most likely to use.Call the sender of the fax and let them know it couldn’t be delivered. 4. Sensbar at the address he put on the registration card. D. Kelsey needs to receive messages while in a meeting 7.travel agent.Fax Services 10. B. Randy has an electronic file that must be sent to his boss A.A.TDD C.Fax Services 8. Make a notation in the log book and hold it in the specified place until Mr. Abdal-Majid has a meeting at 7 A.a business traveler B.E-mail B. Match the guests with the telephone service they are most likely to use. A.Mail it to Mr. B. D.E-mail B.

Business 1.2.M. B.prepayment. A. and hotels are called: A. Businesses that handle reservation services for airlines.Credit or debit card B. The inn participates with the CRS of a major hotel chain. 2. Sarika sends payment in full for her stay at a resort. C. B. D.resort hotel B.Advance deposit D.Advance deposit D.MCO.MCO E. The Moonlit Travel Agency sends a voucher for a guest’s hotel stay. The Reliable Inn is an independent hotel on the outskirts of a major city.airport hotel C. He arrived at 9 P.advance deposit.commercial hotel D.MCO E. To avoid losing revenue from no-shows during peak season.guest history record. Which of the following types of reservations did Mr. Barnes made a reservation at the Metro Hotel.Business 9.Prepayment C.central reservation systems. When local chain properties are full. 8. Mr. only to find that the hotel was full. The room held for him was released for sale at 6 P.MCO E. C. B.global distribution file.Prepayment C. car rentals.non-affiliate networks. A.M. C.an overflow facility.Credit or debit card B. . reservation requests are routed to reservationists at the inn. Information gathered during a reservation inquiry is used to create the: A. the resort requires guests to pay room charges in full before their day of arrival.business 7. The chain’s reservation system would refer to the Reliable Inn as: A.occupancy status report. they will generally accept all of the following types of reservations except: 5. Barnes make? 6. Donnelly gives the reservationist his American Express number. This type of reservation is best described as: A. Star Studio agrees to pay for any of their no-show actors’ reservations. The average length of stay of guests at the Ultra Resort is six days. B. 3. 3. A.affiliate networks.an affiliate property.reservation record.Prepayment C.Credit or debit card B.convention hotel 4. As hotels approach full occupancy for a specific date. Which of the following types of hotels is most likely to require payment in full prior to a guest’s day of arrival? A.intersell agencies.corporate. D.Advance deposit D. D.

creating a guest folio.non-affiliate reservation network E. telex. fax.e-mail. telex. telex. fax. property-to-property. cable.an intersell agency 4. In what way can property-direct reservations arrive at a hotel. web site 8.Global distribution systems (GDS) B.Affiliate reservation network D.Intersell agency C.Affiliate reservation network D. A(n) ________________________ _______________________ _____________________ is a subscription system designed to connect independent or non-chain properties.Global distribution systems (GDS) B. The preregistration process may involve all of the following except: A. D.non-affiliate reservations network C.e-mail.e-mail. D.Chain Reservations Operation.producing a registration card.Chain Reservations Office. cable. web site 9. cable.a franchisee. web site 10. A(n) ________________________ _______________________ is a central reservation system that contracts to handle reservations for more than one product line. telex. web site 7. fax.Intersell agency C. web site 1. A. B. A.e-mail.Central Reservations Office.e-mail. A.telephone. cable.non-affiliate reservation network E. mail. Most modern hotel central reservation systems connect with a ________________________________.a global distribution system B. fax. fax.Global distribution systems (GDS) B.Intersell agency C. A(n) ___________________ ________________________ ________________________ is a hotel chain’s reservation system in which all participating properties are contractually related.Global distribution systems (GDS) B. cable. property-to-property.non-affiliate reservation network E.Intersell agency C.non-affiliate reservation network E.non-affiliate reservation network E. mail.telephone. C.telephone. A. property-to-property.telephone. 5.Affiliate reservation network D. B. property-to-property.telephone. property-to-property.Intersell agency C. mail.an affiliate reservations network D.a property-direct reservation system 6. .Affiliate reservation network D.C.Affiliate reservation network D. telex.Corporate Reservations Office. mail. mail. A. 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. CRO stands for: A.Global distribution systems (GDS) B.

True B.credit card companies. information rack slip.common law C. The Ultra Hotel is a fully computerized property catering primarily to business travelers. Registration records provide information for the room rack slip. housekeeping schedule.False 7.True B.the Civil Rights Act of 1964 D. Common law still governs hotel and guest relationships and business transactions in the United States.False . POS charge status.reservation records. A. Which of the following data will probably not be found in a registration record? A. D. the vast majority of guests are preregistered by accessing information from: A.registration B. A.registration records. and guest history record. A.special services 6.guests at check-in.tort law B. B.settling the guest’s account.False 9. and settling the guest’s account. 10. To speed the check-in process.room rate C.account posting C. recording the room and rate assignment. 2. A.all of the above 5. A.C. Hotels should allow hotel records to be examined only by a police officer or a duly authorized official investigator. guest folio slip. Recording the guest’s departure date helps the hotel manage its rooms and revenue.True B. Which of the following activities occurs before the guest arrives at the hotel? A.room status B.True B. D.preregistration D. C. Preregistration involves producing a registration card. Hotels are obligated under ___________ to take all travelers who ask to be guests.method of payment D. 4.assigning rooms and establishing rates.check-in 3.False 8.

Corporate rate A. on April 1. The occupancy report prepared by the front desk staff for April 1 lists room 403 as a stayover.a room status discrepancy.sales booking report D. This situation is best described as: A.M.a due out. reveals that room 201 is occupied. C. On February 1.Standard rate for each room B.Meals are priced separately from guestrooms E. C. 6.a lock-out. D. Clifford Cheapskate checks into room 107 for a one-night stay. Day rate A. 2.1.room status discrepancy report B.occupancy report C. However. This situation is best described as: A. D. Early the next morning. B. C. D.a room status discrepancy. At 2 P. B.a late check-out. 5. the occupancy report from the front desk would list the status of room 233 as: A. the housekeeping report lists room 403 as vacant and ready for sale.Standard rate for each room B.Room rate includes charges for guestroom and two meals per day 8.Rate for frequent business guest C. Which of the following reports would an executive housekeeper use to determine the number of check-out rooms that need to be cleaned? A.Rate for less than an overnight stay D.scheduled maintenance report 4.a sleeper. B. housekeeping report.M. Housekeeping’s physical check of rooms at 2 P.a sleeper.DNCO (did not check out).Rate for frequent business guest .a sleeper.a sleeper. 3.a late check-out.a late check-out. the front desk staff finds room 107 listed as vacant and ready for sale and realizes that the guest was: A.a skipper. Modified American Plan 7.a sleep out. B. When checking the 4 P. On February 2. a guest checks into room 233 and reserves the room for the next three nights. C. Cheapskate leaves the hotel without paying his bill. the front office lists the room as vacant and ready for sale. D.M.a due out.a stayover.

M.Meals are priced separately from guestrooms E.The person arrives after midnight and before 5 A.Standard rate for each room B. C. Rack rate A. European Plan A. State the features and benefits of each category of room. Gilbert is working the third shift at the hotel on a night when all of the rooms are sold out.Rate for frequent business guest C. When it appears that the hotel might have to walk a guest who has a guaranteed reservation. Which of the following is the key to upselling during the reservations or registration sales process? 2. then mention its rate. all of the following are appropriate actions for a front office manager to take except: compare the room rack.and preregister guests arriving today who will depart in time to honor the blocks.Room rate includes charges for guestroom and two meals per day 9. Which of the following is a recommended strategy for upselling rooms to walk-in guests? Offer a less expensive room only if the guest rejects a more A. Which of the following is not a legal reason for refusing to receive a guest? A. and C.Room rate includes charges for guestroom and two meals per day 10. Describe the features and benefits of each available room category D. fit the guest’s stated rate preference.The person is drunk and being rowdy.personally check the current status of rooms listed as out-of-order. Give the guest a range of room rates. 5. they do not depart voluntarily. C. 3. A woman named Isis Warren arrives and says she has a reservation. housekeeper’s report.C.Room rate includes charges for guestroom and two meals per day 1.The person is suffering from a contagious disease. identify rooms that are pre-blocked for one or two days in the future D.Standard rate for each room B.Meals are priced separately from guestrooms E. and guest folios for A.Meals are priced separately from guestrooms E. any discrepancy in occupancy status. telephone due-outs and inform them that they may be evicted if B. mention the rate only if the guest asks. expensive room.Rate for less than an overnight stay D.Rate for frequent business guest C. 4. and describe the rooms that B.The person is bringing explosives to a trade show. first. B.Rate for less than an overnight stay D.Rate for less than an overnight stay D. Gilbert is unable to find it on the . D.

true B. made a reservation with a different hotel. B. A.status code B. Check to see whether the reservation was filed under “Warren Isis” C.none of the above 5. . What status do cash-paying guests who are not authorized to have charge purchases posted to their guestroom accounts have? A. Which of the following steps might he take? Tell Isis that there are no rooms available and she must have A. 6. A. All of the following are methods of payment accepted by most hotels except: A.a traveler’s check. there is a problem. A.Guest fails to pay the hotel bill. except: A.Guest violates hotel regulations.cash-only status D.false 7. 10. if a guest has a reservation then he or she has already determined the type of room and rate that is desired.occupied status C. Upselling should be done only with walk-in guests. Give Isis the room of another reserved guest who hasn’t arrived B.a cashier’s check.a money order D. B. C.authorization code 2. Banks consider all of the following as equivalent to cash except: 3. yet. All of the following are legitimate reasons to evict guests. 4.” Shield the computer screen from Isis so that she can’t see that D.false 8.Guest extends stay beyond original reservations in a sellout situation.true B.false 9. C.false 1. A. Front desk agents should find out the guest’s name immediately and use it at least three times during the conversation.a two-party check. A front desk agent can find clues about what the guest is looking for on the guest folio.true B.no-post status B.true B.transaction code D.computer. Which of the following is issued by credit card companies to validate a guest’s credit card? A. instead of “Isis Warren. Establishing and maintaining eye contact is considered rude with most American guests.denial code C. Upselling is one way of pressuring the guest into renting a room with a higher rate.

Identify I. Offer the use of a telephone to help resolve the A. USe care when describing the guest's unauthorized transaction. 6. Remain friendly and cooperative.Checking new account. matter with a credit card company representative. Allow the guest a chance to provide alternate. How can a front desk agent resolve credit problems with a personal check? Never announce the room number whne handleing a key to the guest. Provide directions to the nearest ATM. C. Explain the hotel's check cashing policy. USe care when describing the guest's unauthorized transaction. matter with a credit card company representative. A. Remain friendly and cooperative. Provide directions. explain how to interpret the code if there is one on the key. Allow the guest a chance to provide alternate. 7. Allow the guest a chance to provide alternate. Discuss alertibative methods of payment with the guest. Identify I.D. If Local banks are open. Discuss the matter with the guest in private. check the routing code. or extend the use of a telephone. or extend the use of a telephone.D Discuss the matter with the guest in private.D Explain the hotel's check cashing policy. If Local banks are open. aceptable means of payment. Discuss alternative methods of payment with the guest. Offer the use of a telephone to help resolve the D.layovers. B. Discuss the matter with the guest in private. If local banks are open. Discuss alertibative methods of payment with the guest. Identify I. What are some signs that a credit card may be invalid? A. 10. D. Remain friendly and cooperative. Remain friendly and cooperative.check-outs. Discreetly B. C. How can a front desk agent resolve credit problems with a credit card? Discuss the matter with the guest in private. . USe care when describing the guest's unauthorized transaction.D 9. Provide directions to the nearest ATM. 1. C. Never announce the room number whne handling a key to the guest. direct the guest to a nearby branchm or extend the use of a telephone.D a credit card may be tampered with. Discuss alertibative methods of payment with the guest. or extend the use of a telephone. Discreetly explain how to interpret the code if there is one on the key.Checking new account. Identify I. Provide directions to the nearest ATM. or extend the use of a telephone. C. check the routing code. B. D. check the routing code. Explain the hotel's check cashing policy. What are security concerns associated with issuing a room key? A. Remain friendly and cooperative. matter with a credit card company representative. aceptable means of payment. Explain the hotel's check cashing policy. 8.Checking new account. Provide directions to the nearest ATM. aceptable means of payment.Checking new account. Allow the guest a chance to provide alternate. Offer the use of a telephone to help resolve the D. Guestrooms that room attendants generally clean last are: A.Guest contracts a contagious disease. direct the guest to a nearby branch. Explain the hotel's check cashing policy. USe care when describing the guest's unauthorized transaction. the card may be expired. Discuss alertibative methods of payment with the guest. matter with a credit card company representative. If Local banks are open. C. If Local banks are open.due outs. aceptable means of payment. direct the guest to a nearby branch. or the signature on the card doesn't match B. direct the guest to a nearby branch. Offer the use of a telephone to help resolve the B. the one on the hotel registration card. List at least three steps that front desk agents should follow when accepting checks. direct the guest to a nearby branch. check the routing code.

a room from which the guest has already checked out E. Check-out a report that provides information on the occupancy or condition of the property’s rooms B. a report that provides information on the occupancy or condition of the property’s rooms B. cleaning as soon as possible D. 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 a room for which a guest has reserved an early check-in time or requested a C.Room 605 or 606 B. 2.a room from which the guest is supposed to check out that day A. cleaning as soon as possible D. The number of rooms assigned to room attendants for cleaning is generally based on: 5.a room from which the guest is supposed to check out that day 8. Early makeup a report that provides information on the occupancy or condition of the property’s rooms B.a room from which the guest has already checked out E. This when you view someone as being favorable regardless of their faults? . cleaning as soon as possible D. Due out A. Room status report A.stayovers. Which of the following statements about guestroom cleaning is false? 4. Practice Questions 1.Room 608 D. cleaning as soon as possible D. 9. Who is at the top of an inverted pyramid model of management? 2. Guestroom cleaning assignments are based on the: 3.a room in which the guest is scheduled to stay again a room for which a guest has reserved an early check-in time or requested a C.a room from which the guest has already checked out E.a room in which the guest is scheduled to stay again a room for which a guest has reserved an early check-in time or requested a C.Room 609 6.a room from which the guest has already checked out E.a room from which the guest is supposed to check out that day 10. Stayover A. Scarlett is a room attendant for the Diamond Airport Hotel.a room in which the guest is scheduled to stay again a room for which a guest has reserved an early check-in time or requested a C.D.Room 607 C.a room from which the guest is supposed to check out that day 7. 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 Outof-order Which room should she clean first? A.

Another name for Salesperson is? 5. Why is it important to enact food controls? 22. 26. What is the most important question you need to answer in a cover letter? 19. 28. The primary course for dinner is? 8. 11. The role of the leader is to? 4. present the platters to guests for approval. This is a menu that offers a complete meal for one price. Second and Third Party when referring to drinking? 24. 12. This analysis looks at assessing the current economic condition and other factors we may not have control over . Name 4 of the 6 elements of the speaking environment. and then serve the food. If you wanted to visit a variety of businesses in one place in one day you would attend one of these? 30. The front desk selling a restaurant on the property is known as? 6. At formal events the flag in the front of the room should be place? 16. Explain who the First. This barrier to effective communication occurs when you feel the person has little to offer. What is the adjustment Factor? 27. What are the four P’s of Marketing? 29. The goal of empowerment is to? 10. Name the five stages of team development in order.3. Give the two names of the service that requires servers to deliver platters of fully cooked food to the dining room. What analysis is used to determine periods of high and low business periods? 15. 17. 31. What is the term used to describe the combining of food and beverage stations? 14. 18. 21. 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. These individuals are reimbursed for hotel stays on a fixe. per diem basis? 25. What is a Cycle Menu? 23. The size of a menu’s typeface is known as? 9. This involves creating an image of the hotel? 7. This type of selling occurs when a guest has yet to make a decision. You would refer to one of these to check for availability to hold an event. When is the best time to make a phone call to businesses? 13. What is the purpose of a secret shopper? 20.

Russian or Platter 21. Name the three areas that are involved with the Role of Training. Desired Yield/Original Yield 27. This refers to the average amount of time that a table is occupied. Product. 33. A menu that changes everyday for a certain period of days. This involves scheduling ads in an evenly over a period of time.32. 34. Second – Seller. handouts. Function Book 17. Name the individuals that are more likely to spend more money during their trip and tell me their first priority when selecting a hotel. Forming. Place. Evaluate how guests’ needs and expectations are being met 20. Point 9. Equipment.000 to $250. Storming. Positioning the hotel 7. Promotion 29. and seating 18. then cycles again 23. Two part question. Enhance guest service and increase company profit 10.000 a year and enjoy the best that money can afford. flip charts. Government/Military 25. First – Buyer. Price. Suggestive Selling 26. Answers 1. Middle of the workday 13. Serve the team 4. Marrying 14. Career Fair . Halo Effect 3. Account Manager 5. Performing and Transforming 12. Customers 2. lighting. Entrée 8. These individuals make $100. Table d’hôte 28. Right of the speaker 16. Third – Person Injured by First Person 24. Cross-selling 6. 35. Norming. 36. Why should I see you? 19. Occupancy and Activity Analysis 15. To ensure payment is due for guests that exceed the original estimate in the contract 22. Arrogance or superiority 11. microphone.

Marketplace Analysis 32. Interacting with Guests . Frequency 31. Continuity 34. Knowing the Property. Knowing the Area. The Affluent 35. Business Travelers – Location 33.30. Table-Turn Rate 36.

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