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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.

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

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

A. B. C. D.

A. B. C. D.

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

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A. B.

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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.

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

5. b. 35 gallons b. Each room requires 6 towels.500 c. $2.000 d. wicking. pile distortion b. 36 towels. D. Every day 40. pile distortion. 4. $3. 4 wash cloths. B. for his entire shift. a loss of 55 gallons d. A. C. A.28 c. safety stock level is 4. A. Vendor A—the one that Gwyneth has always used— offers a tablecloth at $10 each. and 6 bath mats c. 11. B. A. A. d. and 12 bath mats b. (May has 31 days. 24 wash cloths. and 1 bath mat. D. C. pilling. He has 12 rooms assigned to him 44. $1. 72 towels. layovers. b. c. 150 gallons The hotel uses 500 bars of soap each day. C. a loss of 118 gallons b. D. check-outs.23 b. a hotel has an inventory of 50 gallons of all-purpose cleaner.500 b. due outs. annual order for one of the restaurant’s tablecloths. she finds the hotel has 94 gallons. They currently have 900 on hand and the par stock level is 2. ending inventory was what was estimated The minimum quantity of all-purpose cleaner is 400 gallons. 6.000 bars.000 Gwyneth is the executive housekeeper at the Holycoin Casino. a loss of 24 gallons c. What is the minimum quantity needed for soap bars? a. When the executive housekeeper does a physical inventory at the end of the month. 48 wash cloths. D. 70 gallons c. c. How much will he need to stock his cart with? a. The hotel has a safety 41. The 42. They can take 400 launderings before they start to look below standard. C. Vendor B has recently contacted Gwyneth and suggested that they switch to their brand. Who typically draws up room assignments from the room status report? 46. cannot be determined from the information given Guestrooms that room attendants generally clean first are: 45. They have a life span laundering cost of $800 as they can take only 250 launderings before they start looking worn. shedding. D. during the month it issues 2 gallons to room attendants and public space cleaners. B. How does she record the inventory? a. What is the cost per use of the tablecloth offered by Vendor A? a. D. and 3 bath mats d. d. B. B. with a life span laundering cost of $500. A. C. a. C. a. On May 1. The vendor takes two weeks to deliver. fading c. a. wicking d. She is preparing the 43.100. 18 towels. cannot be determined from the information given Noah is stocking his cart at the beginning of the day. The vendor takes 5 days to deliver new orders. How much all purpose cleaner does the hotel likely use per day? a. . A. C. stock of 50 gallons. B. Their tablecloths are only $8 each. B. D.) On May 15 it purchases 130 more gallons. 12 wash cloths. D. B. 90 gallons d.A. pilling Carpet fibers that have become twisted or crushed are experiencing: 39. C. stayovers.03 d.

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

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

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

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

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

11. this term refers to the expected number guests at the hotel? 36. This is the most common type of hotel? 29. What is the equation for average daily rate? 34. 24. Name the most important thing companies must do according to OSHA? 22. What is the most common type of call made at a hotel? 15. Name 2 of the 4 factors establish maximum quantity? 12. Carpets durability can be measured by? 21. When making food and activity recommendations to a guest. On an organizational chart a dotted line represents? 39. This is used to restore breathing and heartbeat? . This is created when comparing the Occupancy Report to the Housekeeping Status Report? 28. What fabric is strong when wet or dry but is sensitive to heat? 37. properties should? 19. Employees can refer to this to learn more about what occurred during the previous work shifts? 16. When housekeepers clean the bathrooms. Name 2 of 3 ways housekeepers sort linens? 25. What is the equation for lead-time quantity? 31. Name the Four Stages of the Guest Cycle and one thing that occurs during each phase. This type of inventory is done daily? 27. What type of hotels enjoys greater autonomy? 17. These type of hotels focus on meeting spaces over room sales? 38. What is the Cost Per Use of a Linen Item Formula? 13. What is the equation for minimum quantity? 35. This is one of the strongest common fibers and does not lose its strength when wet? 32. 26. Name three different positions within the Rooms Division? 33. This is equal to the total number of linens needed to outfit all rooms at one time. What is the Walk in Equation? 23. What 3 items are needed to open a safety deposit box? 40. What 2 items do not need to be time stamped upon receipt? 18. Without naming positions within the hotel. who does the Support Centers closely resemble? 20. When calculating the 10-day forecast. what is the correct method for cleaning? 14. Name 3 of the 5 ways to prevent guest and employee theft? 30.

Density of the face fibers 21. 9. Stayovers. Transaction File 16. This hospitality and tourism organization sells cabins. Space. Recommend their locations first 19. Price. Other than expanding the company’s name. what is the major significance of franchising? 47. Independent Hotels 17. not rooms? Hint: We’re not talking about a forest. 10. On an MSDS report. Par Number Cost of Linen + Life Span Laundering Cost # of Life Span Launderings 13. This pinpoints the exact moment a telephone call is connected. This type of complaint occurs when guests experience a problem with hotel service. What is the equation for net-cash receipts? Answers 1. Walk ins/Room Arrivals . How many pars are needed to run a hotel. 4. Inform employees about hazardous materials the employees may be required to use on the job 22. 3. 7. 11. Checkouts. Top to bottom 14. Managing Demand Non-Guaranteed Reservations Room Only Late Charges Early Makeup.41. Due Outs Dry Powder Credit Department/Hotel Information Directory PB+DB-CR=NOB Guest History Records Shelf Life. Back of the House 20. 43. and where is each par? 48. 46. 5. 44. this refers to the sight and smell of a chemical? 42. Direct Dial Long Distance 15. Emails and Fax 18. 2. 8. This helps to build lather and keep stains suspended in the wash water after they have been loosened and lifted from the fabric? 45. 12. 6.

D.several types of food and beverage services. Type. other negotiable – initial cash bank + paid outs = Net Cash Receipts 1. wash. and Signed Slip 40. don’t overstock housekeeping carts. Rooms Revenue/Number of Rooms Sold) 34.more public areas and guest services than other hotels. Front Desk. Nylon 37. Lead Time Quantity + Safety Stock 35. Par 26. Alkalies 45. The . C. Cash. 2.23. Call Detection Equip 44. Reservations. B. Others spending money to make your company 47. The executive committee of a national trade association must hold an emergency halfday meeting within the next ten business days. High degree of cooperation and communication. House Count 36. Suite hotels usually feature: A. Uniformed Services. sell items in gift shop. and Communications 33. checks. Lock storage rooms. CPR – Cardio Pulmonary Resuscitation 41.leisure sports activities. Key. keep track of all items given to guests 30. use less monogrammed items. Perpetual Inventory 27. Cruise Ship 46. Polyester 32.guestrooms with separate bedrooms and living rooms. Conference Centers 38. Housekeeping. Color 25. 3 – On beds. Room Status Discrepancy 28. Daily Usage x Delivery Time 31. ID. but not a direct line of communication 39. Service Related Complaints 43. Commercial 29. Soiling. storage 48. Method Pre-Arrival – Reservation Record/Guest Folio Arrival – Registration Record/Room Number/Confirm Payment Occupancy – House Limit Departure – Guest History Record/Zeroing Out 24. Physical and Chemical Characteristics 42.

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

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

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

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

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

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

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

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

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

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

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

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

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

3.business 7. To avoid losing revenue from no-shows during peak season. C.Business 1.an affiliate property. As hotels approach full occupancy for a specific date.guest history record.convention hotel 4.Prepayment C. 8. . they will generally accept all of the following types of reservations except: 5. 3.Prepayment C. The average length of stay of guests at the Ultra Resort is six days.Advance deposit D.Credit or debit card B. Information gathered during a reservation inquiry is used to create the: A. D. the resort requires guests to pay room charges in full before their day of arrival.Prepayment C.central reservation systems. D. Donnelly gives the reservationist his American Express number. C.MCO E.affiliate networks. When local chain properties are full.M.an overflow facility.MCO.2. Businesses that handle reservation services for airlines. only to find that the hotel was full. B. Sarika sends payment in full for her stay at a resort.resort hotel B. Barnes made a reservation at the Metro Hotel. Mr. B.MCO E. B.Advance deposit D.Credit or debit card B. The inn participates with the CRS of a major hotel chain.global distribution file. A.Advance deposit D.corporate. Barnes make? 6. Which of the following types of reservations did Mr. B.prepayment.advance deposit. 2. car rentals.Business 9. reservation requests are routed to reservationists at the inn. A. The Reliable Inn is an independent hotel on the outskirts of a major city.non-affiliate networks.intersell agencies. D. The room held for him was released for sale at 6 P. Which of the following types of hotels is most likely to require payment in full prior to a guest’s day of arrival? A.commercial hotel D.airport hotel C.M. The Moonlit Travel Agency sends a voucher for a guest’s hotel stay. C. The chain’s reservation system would refer to the Reliable Inn as: A. A. This type of reservation is best described as: A. and hotels are called: A.reservation record.MCO E.occupancy status report. He arrived at 9 P.Credit or debit card B. Star Studio agrees to pay for any of their no-show actors’ reservations.

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

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

Early the next morning. However.a skipper.a sleep out. When checking the 4 P. the front desk staff finds room 107 listed as vacant and ready for sale and realizes that the guest was: A. the occupancy report from the front desk would list the status of room 233 as: A. The occupancy report prepared by the front desk staff for April 1 lists room 403 as a stayover. C.a sleeper.a sleeper. Modified American Plan 7. B. the housekeeping report lists room 403 as vacant and ready for sale. a guest checks into room 233 and reserves the room for the next three nights. Cheapskate leaves the hotel without paying his bill.Rate for frequent business guest . On February 1.M. 3.a late check-out.a stayover.Standard rate for each room B. C. D.occupancy report C. 2.a late check-out. D. C.a room status discrepancy. D.a sleeper. 6. reveals that room 201 is occupied. This situation is best described as: A. C. At 2 P.M. Corporate rate A. B.scheduled maintenance report 4.a late check-out.Room rate includes charges for guestroom and two meals per day 8. B.M. the front office lists the room as vacant and ready for sale. D. On February 2.Standard rate for each room B.Rate for frequent business guest C.Meals are priced separately from guestrooms E. 5.1.DNCO (did not check out).a due out.a lock-out. housekeeping report.Rate for less than an overnight stay D. Clifford Cheapskate checks into room 107 for a one-night stay. Which of the following reports would an executive housekeeper use to determine the number of check-out rooms that need to be cleaned? A. Day rate A.sales booking report D.a sleeper.a due out. This situation is best described as: A. B.room status discrepancy report B. Housekeeping’s physical check of rooms at 2 P. on April 1.a room status discrepancy.

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

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

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

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

31. You would refer to one of these to check for availability to hold an event. 18. What is the most important question you need to answer in a cover letter? 19. The role of the leader is to? 4.3. What is a Cycle Menu? 23. 28. What is the adjustment Factor? 27. The primary course for dinner is? 8. 12. 11. What is the purpose of a secret shopper? 20. present the platters to guests for approval. If you wanted to visit a variety of businesses in one place in one day you would attend one of these? 30. What are the four P’s of Marketing? 29. These individuals are reimbursed for hotel stays on a fixe. This analysis looks at assessing the current economic condition and other factors we may not have control over . per diem basis? 25. 26. The size of a menu’s typeface is known as? 9. The goal of empowerment is to? 10. Name the five stages of team development in order. The front desk selling a restaurant on the property is known as? 6. 21. 17. This type of selling occurs when a guest has yet to make a decision. and then serve the food. Another name for Salesperson is? 5. What is the term used to describe the combining of food and beverage stations? 14. This is a menu that offers a complete meal for one price. 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. When is the best time to make a phone call to businesses? 13. This barrier to effective communication occurs when you feel the person has little to offer. Name 4 of the 6 elements of the speaking environment. Why is it important to enact food controls? 22. Give the two names of the service that requires servers to deliver platters of fully cooked food to the dining room. At formal events the flag in the front of the room should be place? 16. Second and Third Party when referring to drinking? 24. Explain who the First. This involves creating an image of the hotel? 7. What analysis is used to determine periods of high and low business periods? 15.

Function Book 17. then cycles again 23. Third – Person Injured by First Person 24. To ensure payment is due for guests that exceed the original estimate in the contract 22. Middle of the workday 13. Evaluate how guests’ needs and expectations are being met 20. Suggestive Selling 26. Name the individuals that are more likely to spend more money during their trip and tell me their first priority when selecting a hotel. Right of the speaker 16.000 to $250. Second – Seller. Price. Arrogance or superiority 11. Career Fair . A menu that changes everyday for a certain period of days. Performing and Transforming 12. Account Manager 5. Norming. This refers to the average amount of time that a table is occupied. and seating 18. Product. Equipment. Marrying 14. Cross-selling 6. microphone. Place. Forming. Desired Yield/Original Yield 27. Answers 1. Government/Military 25.32. 35. Two part question. Serve the team 4. First – Buyer. Occupancy and Activity Analysis 15. 36. Customers 2. Table d’hôte 28. flip charts. These individuals make $100. lighting. Halo Effect 3. Storming. 34. Entrée 8. This involves scheduling ads in an evenly over a period of time. Why should I see you? 19. Russian or Platter 21. Name the three areas that are involved with the Role of Training. Enhance guest service and increase company profit 10. Promotion 29. handouts.000 a year and enjoy the best that money can afford. Point 9. 33. Positioning the hotel 7.

Marketplace Analysis 32. Frequency 31. Knowing the Area.30. Knowing the Property. Table-Turn Rate 36. Business Travelers – Location 33. The Affluent 35. Continuity 34. Interacting with Guests .