Check-in Check-out

Quiz - Chapter 5

________Gurdep Singh ____ F2H _______________

Student Name Section

___________4370197______ ___________________
Identification Number Hour

True/False Questions. Circle either “T” for true or “F” for false:
1. Most large cities have a convention and visitors bureau (CVB) whose "housing bureau" acts
as the reservation communication center for groups too large to be housed in one hotel
property. T F
Ans T

2. Because hotels "block" a certain number of rooms for each convention group, the reservation
office may accept reservations from conventioneers against the room block while at the same
time denying reservations to normal guests seeking accommodations. T F
Ans T

3. Due, in part, to the increased use of computerized central reservations systems, reservations
managers are finding a renewed importance on training their agents to increase the perception of
customer-service. One characteristic of this training is a warmer, less rushed, telephone greeting
to the caller. T F
Ans T

4. While estimated time of arrival is generally classified as non-essential reservation data, a guest’s
smoking preference is classified as essential reservation data. T F
Ans F

5. Now that the industry is fully automated, guest history information is used far less today than it
was in years past. T F
Ans F

Multiple Choice Questions. Circle the one answer that best completes the
thought:
6. At any given property, which of the following is a valid argument in favour of marketing for
group business?
a. There are economies of scale, or savings, generated by preparing only one
reservation, one large check-in and check-out, and one final bill
b. The individual guests within the group may spend more money in various hotel
departments than would regular guests

Copyright © 2008 Pearson Education Canada 1

c. Group business represents a high percentage of the industry's occupancy
d. All of the above are valid arguments
e. None of the above are valid arguments
Ans D

Copyright © 2008 Pearson Education Canada 2

7. The National Association of Home Builders convention has been quoted a number of
different rates; the $75 rack rate standard room is $60 for this convention, the $90 queen
parlour is $70 and the $110 king deluxe is $80. This group has been quoted:
a. flat rates
b. run-of-house rates
c. spread rates
d. rack rates
e. none of the above
Ans C

8. In regard to convention bookings, which of these is true:

a. Comp rooms are generally granted at the rate of 1 comp room per 10 rooms sold
b. The negotiated room rate is determined in part by the number of food and
beverage functions the group is planning
c. Group rates are either quoted as “spread” or “shallow” (run-of-the-day) rates
d. Housing bureaus (CVB's) play a lesser role today than in years past
e. None of the above are true
Ans B

9. In terms of group business, the acronym CSAE stands for:

a. Association of Simple Accounting Expenditures
b. Association for Substantial Arts and Entertainment
c. Canadian Society of Affiliated Enterprises
d. Canadian Society of Association Executives
e. none of the above
Ans D

10. A site inspection is something that is done by:

a. the Executive Housekeeper to grade the level of cleanliness in public areas
b. the Hotel GM to grade the level of cleanliness in public areas
c. the Maintenance Engineer to grade the level of cleanliness in public areas
d. Association Executives and Meeting Planners to evaluate numerous hotels before
choosing one
e. performed regularly by the District Manager from the corporate offices.
Ans D

11. When applied to convention meeting “attrition” means:

a. the same thing as the “pick up rate”.
b. is also known as the “wash factor”.
c. convention guests with guaranteed reservations that do not show.
d. attrition looks at the number of rooms that were not sold.
e. both b and d
ans c

Copyright © 2008 Pearson Education Canada 3

12. Why do some hotels and resorts refuse Groups?
a. The group alienated non-group guests staying at the hotel
b. Some groups do not work well together such as snowmobilers and skiers even
though they are both winter sport enthusiasts.
c. Because they may want discounted rates when the hotel can demand full rates.
d. Groups often book well ahead and then do not show up.
e. a, b and c are all reasons hotels and resorts may refuse groups.
Ans e

13. Which of the following statement(s) is/are true when referring to groups?
a. Groups spend more money per delegate than individual leisure guests.
b. Corporate groups spend more money than association groups.
c. Groups spend less money per delegate than individual leisure groups.
d. Both a and b are true
e. None of the above is true.
Ans A

14. A reservation where the arrival date is vague is called:

a. a VIP reservation
b. a riding reservation
c. a spread reservation
d. a preassigned reservation
e. none of the above
ans e

Short Answer Question. Answer briefly using a short paragraph or exhibit

as appropriate:
15. A number of variables come into play when negotiating group room rates. Explain how such
variables as lead-time, the number of food and beverage functions, comp rooms, attrition, and
the group’s historical pick-up rate all factor into the negotiated group room rate.
Check-in Check-out

Quiz - Chapter 6

_______________ _______________
Student Name Section

___________________ ___________________
Identification Number Hour

True/False Questions. Circle either “T” for true or “F” for false:

Copyright © 2008 Pearson Education Canada 4

1. Interestingly, out-of-inventory rooms do not affect rooms available for sale (the denominator
in an occupancy equation) while out-of-order rooms do affect inventory. T F
Ans F

2. Early arrivals, like cancellations and no-shows, reduce the number of expected arrivals. T
F
Ans F
3. Guaranteed reservations made against a national credit card are less secure than many people
realize. In many instances, guests who refuse to pay no-show charges are upheld by their
credit card company. This leaves the hotel without compensation for the unoccupied room
night. T F
Ans F

4. Interestingly, advance-deposit reservations have the greatest likelihood of no-show.

Nonguaranteed reservations (6pm) generally have the highest rates of arrival. T F
Ans F

Multiple Choice Questions. Circle the one answer that best completes the
thought:
5. Room availability forecasts often allow for adjustments based upon historical data. In regard to
these adjustments, which of the following is true:
a. No-shows are guests with reservations (either guaranteed or non-guaranteed) who
never arrive
b. Understays are guests who stay at least one night beyond their scheduled departure
date
c. Cancellations are treated in much the same way as stayovers
d. Early arrivals are guests who check out at least one day prior to their scheduled
departure
e. Answers a, c, and d are true. But b is false because that is the definition for
overstays
ans E
6. A guest remaining in the hotel at least one day past his originally scheduled departure is known
as a(n):
a. understay
b. overstay
c. latent check-out
d. late departure
e. none of the above
ans B

7. Assume that a 200-room hotel sold 50% of its rooms last night. Today, we anticipate that 75
rooms will depart. We hold 60 6pm reservations and 90 guaranteed reservations. There are no
advance deposits. What is the forecasted number of rooms available for sale:
a. 85
b. 55
c. 25
d. 0
e. 75
ans a

Copyright © 2008 Pearson Education Canada 5

8. Assume that a given property has 300 rooms. After accounting for the day's departures and
arrivals, 100 rooms remain unsold. Of these 100 rooms available, 50 rooms cannot be sold
because they are out-of-inventory. In this case, the forecasted occupancy percentage would be:
a. 20%
b. 40%
c. 60%
d. 80%
e. none of the above are the correct occupancy percentage.
Ans e

9. Assume that your 300-room hotel sold 66.6% of its rooms last night. Today, we anticipate that
50 rooms will depart. We hold 180 reservations (combined total of 80 6pm and 100 guaranteed).
There are currently no rooms out of order. Historical figures lead us to the following
percentages for adjusting; understays 10%; overstays 2%; early arrivals 0%; cancellations 5%;
and no shows 8.33%. What is the forecasted number of rooms available for sale?
a. 2
b. 52
c. 0
d. -2
e. None of the above
ans d

10. Simple room counts are adjusted several times a day. Of the following times which one/ones
would be used?
a. Before arrivals begin – say 6am
b. Just after the check-out hour
c. Immediately before and after 6pm.
d. All of the above
e. None of the above – there is no such thing as a simple room count.
Ans d

11. Many urban hotels will allow 6pm non-guaranteed reservations, while most resort properties
have 4pm non-guaranteed reservations or may not allow non-guaranteed reservations at all.
Why is the policy different at a resort?
a. Resorts are a long distance away so guest need to arrive earlier
b. Urban hotels hold the non-guaranteed reservation a couple of hours longer as the
guest may be caught in traffic
c. Resort hotels do not have walk-ins later in the day and therefore cannot sell the
room.
d. Urban hotels will have walk-ins long into the late evening hours so are better able to
sell the canceled room.
e. Both c and d are correct
ans e
12. A guest checking out of a hotel at least one day before his originally scheduled departure is
known as a(n):
a. understay
b. overstay
c. latent check-out
d. late departure
e. none of the above

Copyright © 2008 Pearson Education Canada 6

ans A

13. It is said that a guest reservation is a “legal contract” as the request constitutes the offer and the
promise of accommodations represents the acceptance. If this is the case why are there so few
law suits regarding hotels overbooking?
a. Guest’s can’t be bothered
b. Hotels fight the law suits and guests never win as hotels can afford high priced
lawyers
c. Courts consider theses lawsuits to be frivolous
d. Most hotels now pick up all the out of pocket costs to the guest and also pay for the
room for the first night.
e. (a), (c) and (d) are correct
ans D

Short Answer Question. Answer briefly using a short paragraph or exhibit

as appropriate:
14. Discuss the differences (if any) between the reservation and cancellation policies of a 500-
room, upscale seaside resort and a busy, 300-room downtown corporate hotel.

Check-in Check-out
Quiz - Chapter 7

___________________ _________________

Student Name Section

___________________ _________________
Identification Number Hour

True/False Questions. Circle either “T” for true or “F” for false:
1. Several research studies recently re-validated the following facts: 10% of guests who recently
stayed at hotels would never return; less than 2.5% of dissatisfied guests actually voice their
complaint; 90% of complaints are hidden similar to the large mass of icebergs below the
water level. T F
Ans T
2. Several research studies recently re-validated the following facts: 10% of guests who recently
stayed at hotels would never return; less than 2.5% of dissatisfied guests actually voice their
complaint; 90% of complaints are hidden similar to the large mass of icebergs below the
water level. T F
Ans T

Copyright © 2008 Pearson Education Canada 7

3. Road warriors (business travelers who sleep away from home a great deal) know what is
important to a good night’s rest, and it isn’t fancy soap amenities, but rather a room design
that has back-to-back baths and individual, window-installed heating and air-conditioning
units. T F
Ans T

4. Quality guarantees should never be specific. They should be defined as broadly as possible
to convince the guest the hotel is serious about delivering quality service and attention; that’s
what’s accomplished in the popular advertisement, “100 percent satisfaction guaranteed, or
no charge for the room!” T F
Ans F

5. Quality Circles are proven techniques of employee self-discipline employed by many

businesses, and now recently by the hotel industry, to assure employee compliance with
procedures, standards, and levels of service. T F
Ans T

Multiple Choice Questions. Circle the one answer that best completes the
thought:
6. The authors’ definition of quality service:
a. includes the rapid and satisfactory resolution of every guest complaint regardless
of cost
b. has each employee acting like a concierge and thinking like a manager
c. grants unlimited empowerment to all employees at every level in every
department
d. is the same definition as that advanced by most other authors and speakers
e. all of the above contain elements of the authors’ definition
Ans B

7. The ODA is a piece of legislation:

a. individually enacted by all provinces and territories to ensure fair treatment of
handicapped workers
b. that stands for Ontarians for Democratic Action
c. that supplements and enlarges on previously passed Workers Compensation
legislation
d. that applies equally to employees and to guests
e. both a and c
Ans E
8. Which of the following is NOT part of a broad-based quality management program?
a. Careful screening and hiring initially
b. Accountability in empowerment
c. Employee incentives and rewards
d. Employee input: often by means of quality circles
e. None of the above; that is, they are all part of Quality Management
Ans E
9. Management needs information if it is to maintain the desired level of service and guest
satisfaction; which of the following is NOT a proper means of getting that information?
a. Secret shopper programs with confidential reports

Copyright © 2008 Pearson Education Canada 8

 b. Guest questionnaires and surveys
c. One-on-one conversations between guests and staff members
d. Analysis of written reports used to log guest complaints
e. None of the above; that is, they are all part of Quality Management
Ans C

10. Some of the basic rules used to handle serious guest complaints that threaten to grow into
ugly confrontations or even law suits include:
a. complaints should be resolved immediately in the guest’s favour since the
customer is always right no matter what
b. loud and boisterous complainers must be shouted down otherwise the issue can
never be resolved
c. apologies are always appropriate, give as many as required
d. management should not waste time listening to complaints that have absolutely
no basis
e. all of the above are correct at one time or another
ans e

11. The term TQM stands for:

a. Too Quick Model
b. Tom Q Management
c. Total Quality Management
d. Try Quick Method
e. Total Quality Monitoring
Ans C

12. To be successful Quality Guarantees (QG’s):

a. need to be broadly defined in order to cover all the things a guest expects
b. need to be narrowly defined at first
c. should always guarantee “complete satisfaction” or money refunded
d. have not been well received by guests
e. are a waste of managements time
ans B
13. To be successful Quality Guarantees (QG’s):
f. need to be broadly defined in order to cover all the things a guest expects
g. need to be narrowly defined at first
h. should always guarantee “complete satisfaction” or money refunded
i. have not been well received by guests
j. are a waste of managements time
ans B
14 ISO is an acronym for:
a. International Shipping Organization
b. International Standards Organization
c. I Serve Others
d. an organization with its head office in Switzerland
e. B and D
Ans E

15 Which of the following items have made the implementation of Quality Management
easier?
a. High rates of employee turnover

Copyright © 2008 Pearson Education Canada 9

 b. Transferring good employees to poor hotels
c. Diversity cultural backgrounds of today’s labour pool
d. Selecting and retaining the right employees
e. Firing those who do not practice what management preaches
Ans A

Short Answer Question. Answer briefly using a short paragraph or exhibit

as appropriate:
16. The answer requires two brief paragraphs.

 Identify one front-office complaint that can be anticipated because it appears again and again
in the normal course of operations.

 Offer a standard best practice (from all the responses presently used by different employees
and shifts) to be used hereafter whenever the item discussed above occurs.

Check-in Check-out

Quiz - Chapter 8

_______________ _______________
Student Name Section

___________________ ___________________
Identification Number Hour

True/False Questions. Circle either “T” for true or “F” for false:
1. Although all hotels and motels are members of the service sector of the economy, they do
not offer identical levels of service. Degrees of service vary by types of hotels. T F
Ans T
2. Although personal guest information (age, sex, mother's maiden name) is not asked on
Canadian registration cards, it is common practice in many foreign countries. T F
Ans T
3. The registration card is essential to the common law creation of a legal guest-hotel
relationship and is a statutory requirement in many provinces and territories. T F
Ans T

Copyright © 2008 Pearson Education Canada 10

 4. Some hotels offer arriving guests an option to standing in a long registration line by
providing a self-check-in terminal or kiosk, which can register and assign a room
automatically. T F
Ans T

5. A bellperson who has just finished rooming a guest goes to the back of the bell rotation
line. This position is known as the “last.” After working through the rotation, the next
bellperson ready to room the guest is called a “first.” T F
Ans F

Multiple Choice Questions. Circle the one answer that best completes the
thought:
6. In the hospitality industry, the acronym RNA stands for:
a. registered, not assigned (for early arrivals who check in before a room is available)
b. room not available (room is still occupied or not yet cleaned)
c. room not acceptable (for a guest who refuses accommodations after seeing the room)
d. ribonucleic acid (a complex assortment of rooms similar to a strand of molecules)
e. answers a, b, and c are true.
Ans E

7. Queuing theory utilizes complex mathematical analysis of a number of systems or

patterns in determining a hotel's staffing needs. Which of these systems are included in a
queuing analysis:
a. Arrival population
b. Service population
c. Queue discipline
d. Service discipline
e. All of the above are systems considered by queuing theory analysis
Ans e

8. Automated property management systems enable managers to select how rooms will be
sold. Although many hotels sell clean rooms of a given type by numerical ascending
order, this causes low numbered rooms to be sold more often than the last (highest
number) rooms in the sequence. As such, modern PMS systems have a programming
feature to allow management to change the order of rooms as they appear on the system.
What is this feature called:
a. Algorithm
b. Up-selling system
c. Room type density chart
d. Display non-sequentially (DNS)
e. Reverse normal appearance (RNA)
ans D

9. More and more hotels are adopting green environmentally conscious policies. Although
such policies cause slight inconveniences to the guest, most guests are willing to endure
them in an effort to preserve the environment. Which of the following is an example of
the type of inconvenience a guest might experience at an environmentally conscious
facility:

Copyright © 2008 Pearson Education Canada 11

 a. Guests may be asked to hang-up and re-use towels
b. Guests may enter rooms slightly warm in the summer (slightly cold in the winter) as
the hotel tries to minimize energy consumption in unoccupied rooms
c. Guests may not get their bed sheets changed every single day
d. All of the above are true
e. Answers b and c are true. But a is false because guests always get clean towels daily
Ans E

10. Which of the following sections or points is usually found on the guest registration card:
a. name and Address
b. date of Departure
c. discounts or Corporate Affiliations
d. disclaimer of Innkeeper Liability
e. all of the above are usually found on a guest registration card
Ans e
11. The hotel guest uses the rooming slip for two purposes:
a. As a receipt and room number
b. As a receipt and guest identification
c. As guest identification only
d. As a receipt only
e. None of the above
Ans D

12. Rooming guests is one of the primary tasks of the bell department. During this process
the bell person would do which of the following:
a. hang guests loose clothes and puts the baggage onto the luggage rack
b. check temperature controls and inspect room for cleanliness, towels, soap, toilet
tissue, facial tissue etc.
c. explain special features of the hotel
d. point out self service items such as the ice machine, in-room refrigerator etc.
e. all of the above are duties of the bell person

13. The term “Rotation of Fronts” refers to:

a. the change of shift at the front desk
b. the change of shift of the door person at larger hotels
c. switch of cashiers from the morning to evening shift
d. the bell person who comes forward to take the rooming slip and room the guest is
called a front. Fronts rotate in turn.
e. change of the conference and meeting information board each day
Ans d

14. The term “SPATT” when referring to a guest stands for:

a. Special Attention Required
b. Stand Pat Today
c. Start Paying Attention
d. Special Attention Travel Tourist
e. none of the above
Ans a

15. “No Post Status” is applied to a guest who:

a. has paid in advance

Copyright © 2008 Pearson Education Canada 12

 b. is paying by cash
c. does not have a credit card
d. all of the above
e. none of the above
Ans E

Short Answer Question. Answer briefly using a short paragraph or exhibit

as appropriate:

16. The importance of the guest arrival process cannot be overemphasized since it likely
represents the first impression the guest will have of the facility. Briefly identify and
discuss (in order) each stage of the guest arrival in a full-service corporate hotel.

Copyright © 2008 Pearson Education Canada 13