Hotel Front Office Management, 5th Edition , James A Bardi Test Bank

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Hotel Front Office Management, 5th Edition By Deborah Hughes-Hallett

Email: richard@qwconsultancy.com

Quiz Questions – Chapter 1 1. Central heating, the elevator, and electric lights were first adapted to the lodging industry in what era? a. mid 1800’s b. late 1800’s c. early 1900’s d. middle 1900’s 2. Conrad Hilton entered the hotel industry during the post World War II era? a. true b. false 3. Kemmons Wilson founded the Sheraton Chain in the 1950’s? a. true b. false 4. Market orientation of a hotel refers to which of the following? a. the ability of the hotel to attract guests b. the stores surrounding the hotel c. the type of guests attracted to a hotel d. the geography of the hotel’s location 5. Example(s) of a hotel’s market orientation is (are) which of the following? a. J.C. Penney and Sears b. commercial and residential c. advertising with a local travel agent d. none of the above 6. Total Quality Management focuses upon employee morale issues. a. true b. false 7. This concept measures a hotel manager’s efforts in achieving maximum occupancy at the highest room rate possible. a. Occupancy percentage b. Average rate c. Yield percentage d. Franchise agreement 8. If a hotel sells 300 rooms in one night and has 400 rooms available to sell, and attracts 600 guests for that night, the single occupancy for that night is? a. 75% b. 100% c. 50% d. 35%

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9. The double occupancy rate for the night listed in question number 8 is which of the following? a. 75% b. 100% c. 50% d. 35% 10. A hotel has collected $10,000 in revenue for the night. They sold 200 rooms.

What is the average room rate? a. $100 b. $50 c. $75 d. $85 11. Levels of service of a hotel are indicated by which of the following? a. Full-service, all suites, limited-service, extended-stay b. Franchise and independent services c. Luxury, independent, top rated d. Franchise, referral, limited-service 12. Affiliation of a hotel is indicted by which of the following? a. Franchise b. Company-owned c. Referral d. All of the above e. Luxury 13. Concepts that support growth in the lodging industry include, but are not limited to, leisure time, discretionary income, and number of one and two person households. a. True b. False 14. This type of property is a hotel which is operated by a consulting company that provides operational and marketing expertise and a professional staff. a. Management contract b. Franchise c. Select -service d. Full-service 15. Concepts that support career development in the hotel business include which of the following? a. Educational preparation and continued in-service education. b. Work experience c. Membership and participation in professional hospitality organizations d. All of the above e. Franchise agreements 2

16. Marriott founded his hotel empire in 1957 with which hotel? a. Twin Bridges Marriott Motor Hotel b. Marriott Hotel c. Washington D.C. Manor d. Waldorf=Astoria 17. This person is associated with developing a market segment for the cost conscious business and pleasure travelers in the early 1980’s. a. Tom Bradley b. Ray Schultz c. Gordon Hilton d. Mary Carlton 18. This atrium concept allows a guest a to overlook the lobby of a hotel from the first floor to the roof. It was first used by a. Marriott b. Holiday Inn c. Hyatt d. Waldorf=Astoria 19. The concept “demographic” refers to which of the following? a. size, density, distribution, or vital statistic of a population b. emotional and motivational forces that affect a service or product c. data which represent hotel services d. chain concept 20. The money remaining from wages after paying for necessities such as food, clothing, and shelter is referred to which of the following? a. vacation savings b. discretionary income c. flexible income d. extra revenue Answers to Exam – Chapter 1 1. B 2. A 3. B 4. C 5. B 6. B 7. C 8. A 9. B 10. B

11. A 12. D 13. A 14. A 15. D 16. A 17. B 18. C 19. A 20. B

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Quiz Questions – Chapter 2 1. Who sets the tone for delivering hospitality in a hotel? a. Front desk clerk b. Bell captain c. Front desk manager d. All of the above 2. The functional role of the front office manager include(s) which of the following? a. Directing employees b. Operating equipment c. Maintaining accurate inventory of rooms to be sold d. Operating within available financial resources e. All of the above 3. A concierge is part of the housekeeping staff a. True b. False 4. A job description is prepared before a job analysis. a. True b. False 5. A job analysis lists all the jobs performed by an employee as they occur. c. True d. False 6. Forecasting room sales is performed by a desk clerk. It is not an important part of the front office manager’s job. a. True b. False 7. The employee schedule needs to be compared to projected room sales. a. True b. False 8. Supervising front office employees include(s) which of the following? a. Accurate forecasting of room sales b. Scheduling employees c. Employee motivation and understanding group personalities d. Training employees e. All of the above 9. The above information is taken from which of the following managerial tools? a. Job description of a front office manager b. Job analysis of a front office manager c. Job organization of a front office manger d. None of the above 9

10. Which of the following position(s) is not commonly found in a select service lodging property? a. General manager b. Housekeeper c. Human resource manager d. Front office manager Matching 11. General manager _____ 12. Front office manager_____ 13. Food and beverage director_____ 14. Physical plant director_____ 15. Executive housekeeper_____ 16. Marketing and sales director_____ A. Operating and monitoring the reservation system; developing and operating an effective communication system with front office staff and other department directors; supervising daily registrations and checkouts; establishing in-house sales programs at the front desk; forecasting room sales.

B. Oversees a team of electricians, plumbers, heating, ventilating, and air conditioning contractors, and general repair personnel to provide behind-thescenes services to the guests and employees of the lodging property C. Orchestrates the department directors in their efforts to meet the financial goals of the organization through their employees; performance is judged according to how effectively supervisors are directed to meet the goals of the organization.

D. Constantly evaluating new markets, reviewing the needs of existing markets, watching new promotions by the competition, organizing sales blitzes, working with community and professional groups to maintain public relations, working with other department directors to establish product and service specifications and in-house promotional efforts.

E. Responsible for the upkeep of the guest rooms and public areas of the lodging property; survival fluency in foreign languages is important accurate scheduling of employees is also necessary to maintain control over labor costs.

F. Responsible for the efficient operation of the kitchen, dining rooms, banquet service, room service, and lounge; managing a multitude of details including food quality, sanitation, inventory, cost control, training, room setup, cash control, and guest service.

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Answers to Exam Questions – Chapter 2 1. C 2. E 3. B 4. B 5. A 6. B 7. A 8. E

9. B 10. C 11. C 12. A 13. F 14. B 15. E 16. D

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Quiz Questions – Chapter 3 1. The marketing and sales department asks the front office which of the following communication opportunities? a. efforts to produced a good first impression b. relay of messages c. data on guest histories d. reservations for sleeping rooms e. all of the above 2. Room status is supplied by the housekeeping department. The front office staff has no input into this. a. True b. False 3. The food and beverage department have no need to communicate with the front office. Usually restaurant personnel in a hotel are very self-sufficient. a. True b. False 4. The controller asks the front office to do which of the following? a. provide a daily summary of financial transactions b. relay payments and charges through the posting machine or PMS c. both A and B d. supply them with room status e. keep room reservations to a minimum 5. If the director of human resource management was going to include the front office staff as extensions of his or her department, which of the following would it include? a. he or she would have to offer an incentive program b. there would have to be a policy set by the general manager c. it would be necessary to provide a training program in how to conduct initial screening sessions d. none of the above 6. Total Quality Management focuses upon which of the following? a. processes b. people c. services d. duties e. payroll 7. The food & beverage manager and front office manager are discussing the upcoming events for the weekend. This is an example of intradepartmental communications. a. True b. False

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8. The front desk clerk and the bellhop are discussing the expected checkouts for tomorrow. This is an example of interdepartmental communications. a. True b. False 9. Computerized cash registers that interface with a property management system, and information on guest charges is automatically posted to a guest’s folio are referred to as which as the following? a. software -terminals b. point-of-sale terminals c. ready-terminals d. cash terminals 10. The original intent of Total Quality Management was for American manufactures a. to decrease defects in merchandise produced b. to improve worker productivity c. to improve the quality of their products by reducing defects through worker participation in the planning process d. to improve net profit Answers to Exam Questions – Chapter 3 1. A 2. B 3. B 4. C 5. C

6. A 7. B 8. B 9. B 10. C

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Quiz Questions – Chapter 4 1. Front desk set-ups just happen. There doesn’t need to be any consideration to how the equipment is arranged. a. True b. False 2. Front desk should be positioned in the lobby so the guest can see who is on duty. a. True b. False 3. This concept includes analyzing time with regard to purchase price, installation charges, and financing fees in determining if the purchase of a computer is feasible. a. owner’s rights b. time share options c. lease arrangement d. payback period e. none of these 4. If the front office manager fails to do the following management procedure, computerization implementation will surely be in jeopardy. a. cost analysis b. needs analysis c. night audit d. software evaluation e. hardware analysis 5. The choice of software is more important that the selection of hardware. a. True b. False 6. Software program option(s) for a Property Management System include(s) which of the following? a. night audit b. reservations c. registrations d. all of the above e. use of a computer 7. Input terminals, cathode ray tubes, disk drives, and printers are classified as which of the following? a. software b. hardware c. programs d. analysis devices e. none of the above 24

8. The front office manager should telephone current users of a similar PMS that he or she wishes to purchase and ask relevant questions concerning which of the following? a. the ease of operation b. usefulness of the reports obtained c. training and emergency service d. all of the above e. the amount of down payment required or leasing options 9. The intranet is a computer network for in-house users to share monthly meeting operational information only. a. True b. False 10. Which department in the hotel would use social media applications for tracking guest communications through Facebook, Twitter, LinkedIn, YouTube, message boards, websites, and blogs? a. housekeeping b. maintenance c. sales & marketing d. registration Matching – Computer Applications 11. Reservations

A.

insures accuracy of guest charges to the folio

12. Registrations

B.

room types and locations, room rates, and special requests can be matched with existing room inventories

13. Room Status

C.

produces totals from departments and guest folios

14. Posting

D.

supplies information on rooms to be sold, maintained, and cleaned

15. Night Audit

E.

desk clerk verifies the information captured during reservation or uses it to process a walk-in request

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Answers to Exam Questions – Chapter 4 1.

2.

3.

4.

5.

6.

7.

8.

9.

B B D B A D B D B

10. C 11. B 12. E 13. D 14. A 15. C

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Quiz Questions – Chapter 5 1. A house count is used by which of the following manager(s)? a. food and beverage manager b. housekeeper c. marketing and sales director d. all of the above e. front office manager only 2. Sources of reservations include(s) which of the following groups? a. corporate clients b. group travelers c. leisure travelers d. current guests e. all of the above 3. A guaranteed reservation is held until? a. the guest arrives b. 6:00 p.m. c. 4:00 p.m. d. midnight e. according to the policy of the hotel 4. A confirmed reservation is held until the guest arrives. The hotel has a firm contract with the guest to hold that room for the guest. a. True b. False 5. A guaranteed reservation code will include which of the following? a. color of hotel’s exterior b. direction to find the hotel c. date of arrival d. list of amenities e. all of the above 6. The PMS reservation option allows for the processing of guest reservations. a. True b. False 7. The PMS reservation module includes a projected occupancy screen. a. True b. False 8. True integration includes the PMS and central reservation system data. a. True b. False

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9. Components of an aggressive Occupancy Management program include(s) which of the following? a. historical data on no-show factors of confirmed and guaranteed b. reservations c. historical data on predicted stayovers and walkins, and understays d. both A and B. e. recapture of guest data. f. a lawyer on retainer 10. A rooms forecast includes which of the following? a. uses current data only b. is used only by the front office manager c. is not used when you have a PMS d. allows management to preview room sales and its effect upon the profit and loss statement e. makes good use of current data 11. Which strategy is not suggested in developing adoption of social media? a. Define long-term objectives and goals. b. Go to seminars on the topic to gain an understanding of the topic. c. Social media should be the anchor to a marketing plan. d. Work with a team.

12. How many additional room reservations are needed to achieve 100 percent occupancy for February 18?

Times Hotel 925 rooms available 100 Confirmed reservations (5% no-show rate) 350 Guaranteed reservation (2% no-show rate) 4 predicted stayovers 8 predicted understays 25 predicted walk-ins a. b. c. d.

488 463 456 393

Answers to Exam Questions – Chapter 5 1.

2.

3.

4.

5.

6.

D E E B C A

7. A 8. A 9. C 10. D 11. C 12. B

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Quiz Questions – Chapter 6 1. A hotel has sold 100 rooms from its 200 room inventory on Tuesday. Determine its occupancy percentage or Tuesday. a. 100% b. 50% c. 30% d. 200% 2. A hotel has sold 100 rooms for a total of $10,000. What is the ADR for that night? a. $10,000 b. $1,000 c. $500 d. $100 3. One of the goals of revenue management is to maximize room rates. a. True b. False 4. A hotel has 85% occupancy and an ADR of $75 on Saturday. What is the RevPAR for Saturday? a. $63.75 b. $88.23 c. $62.25 d. $75.00 5. Optimal occupancy and optimal room rate are similar to occupancy percentage and ADR. a. True b. False 6. If the League of Mayors convention is coming to your community and they are expected to take every hotel room available in the town, the hotel management should do which of the following? a. maximize room rates b. maximize room sales c. do not use block out periods d. promote a special package deal for mayors and their families e. both a. and b.

7. Determine the yield of a hotel for Monday with the following statistics: 400 rooms in inventory; 325 rooms sold @ $75; and a rack rate of $90. a. 43% b. 76% c. 68% d. 89% 46

8. A turnaway business report is useful to which member of the hotel management team? a. marketing and sales director b. front office manager c. both A and B d. executive housekeeper e. maintenance director 9. Food and beverage sales should not be used to determine the profitability of a group requesting a block of rooms? a. True b. False 10. Guest alienation is reason enough not to use yield management. a. True b. False 11. The Star Report would be used by a revenue manager to determine which of the following? a. guest concerns for airlines b. weather conditions c. hotel competitors’ room occupancy d. hotel design trends Answers to Exam Questions – Chapter 6 1.

2.

3.

4.

5.

6.

B D B A B A

7.

8.

9.

10.

11.

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C C B B C

Quiz Questions – Chapter 7 1. An American plan rate includes the room rate and food and beverage. a. True b. False 2. All credit cards offer the same discount rate. Therefore it does not matter to the hotel if the guest uses VISA, MasterCard, or JCB. a. True b. False 3. A bill-to-account is more profitable to the hotel because they do not have to discount their own statements. a. True b. False 4. Reservation room status description(s) include(s) which of the following? a. occupied or available b. stayover c. on change d. all of the above e. none of the above 5. Traditional methods for establishing room rates include the Hubbart formula.

This method uses $2 of room rate for each $1000 of construction costs. a. True b. False 6. The Hubbart formula takes into consideration such factors as operating expenses, desired return on investment, income from various departments in the hotel, and room income. a. True b. False 7. A room rate survey is done as frequently as once a week in a hotel. a. True b. False 8. The highest room rate offered at a hotel is which of the following? a. rack rate b. military rate c. corporate rate d. complimentary rate e. half-day rate

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9. Maximizing room rates involves a plan that include(s) a. knowledge of room furnishings b. knowledge of special features c. training in salesperson ship d. incentive program for desk clerks e. all of the above 10. If a general manager and front office manager are considering the adoption of self-check in their discussions should include which of the following? a. capital expenditures b. decreased labor costs c. increased speed of registration d. lack of opportunity for selling other services of the hotel e. all of the above Answers to Exam Questions – Chapter 7 1.

2.

3.

4.

5.

A B B E B

6. A 7. A 8. A 9. E 10. E

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Quiz Questions – Chapter 8 1. Assets are items that have contractual obligations a. True b. False 2. Which of the following items is considered as an asset to a hotel? a. guest charges b. fountain in lobby c. both A and B d. insurance payment 3. A debit is used to decrease a liability. a. True b. False 4. An example of a liability is a contract to pay for a mortgage on a hotel. a. True b. False 5. This form allows cash disbursement from the front desk clerk’s bank. a. transfer slip b. paid-out slip c. folio adjustment d. none of the above 6. Chef Louise needs 4 bottles of red wine for her special soup. She sends her assistant to the front desk for cash to pay for it. Which of the following forms will the front desk clerk have to complete? a. transfer slip b. paid-out slip c. folio adjustment d. none of the above 7. The front desk clerk has to post a check for the wedding of Mr. Jake’s daughter.

The desk clerk would post it to Mr. Jake’s city ledger account. a. True b. False 8. Which of the following errors are common posting errors? a. transposing dollar amounts b. transferring charges to incorrect accounts c. using an incorrect folio d. all of the above

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9. Eugene posted $10.91 for a breakfast charge as $10.19. This type of error is referred to as which of the following? a. transposing dollar amounts b. transferring charges to incorrect accounts c. using an incorrect folio d. all of the above 10. This type of ledger is a collection of folios of current guests in the hotel. a. city ledger b. reservation ledger c. guest ledger d. Face Book ledger 11. This type of ledger is a collection of folios of unregistered hotel guests who maintain accounts with the hotel. a. city ledger b. guest ledger c. LinkedIn d. hotel notebook Answers to Exam Questions – Chapter 8 1. B 2. C 3. A 4. A 5. B 6. B

7. A 8. D 9. A 10. C 11. A

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Quiz Questions – Chapter 9 1. Late guest charges feature which of the following? a. can be controlled by a good communication system between departments b. can become quite a large amount of loss to the hotel over time c. result as a failure to be posted in time of the guest’s checkout d. all of the above e. result as a failure to be posted in time of the guest’s checkin 1. The objective of the checkout process is to check the guest out as quickly and efficiently as possible. a. True b. False 3. It is advised not to inquire about quality of products and services at check out because it holds up the line. After all who wants to handle complaints anyway? a. True b. False 4. The room key is to be retrieved from the guest because of which of the following concerns. a. the hotel will incur costs to replace unreturned keys. b. the security of the next guest is in jeopardy if it is not returned c. both A and B d. the hotel will lose points with the credit card issuing agency e. the guest will need to get back into the room later 5. Review of the folio at checkout will help the accounting process as well as customer service. a. True b. False 6. In-room guest checkout is a novelty and does not provide any benefits to the hotel. a. True b. False 7. Front office managers should review the discount rates on various credit cards because of which of the following reason(s)? a. some credit card issuing agencies will offer a lower discount rate and thus provide more net income for the hotel. b. front office managers will find there is no major effect on the net income to the hotel c. guests use credit card float to their advantage d. none of the above

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8. Debit cards are becoming more popular because they operate on the concept of float – delay in payment of a bill. a. True b. False 9. Future reservations at checkout result from which of the following reasons? a. the need to increase business b. an favorable experience for the guest c. a last resort when the marketing and sales office cannot find additional business sources d. a trendy, but not practical concept e. a program where training and incentives are included 10. Other departments that need to know if a guest has checkout are housekeeping and food and beverage. a. True b. False 11. Sleepers are characterized by which of the following? a. guests who sleep late b. rooms that look like they are occupied but are really vacant c. difficult to monitor d. a service to the guest e. all of the above 12. Guest histories are characterized by which of the following? a. an essential review of the data generated by the guest stay b. provide the marketing and sales office with information for choice of advertising methods c. include information on zip code d. obtained from the registration cards and reservation forms e. all of the above 13. The current international exchange rate for Canadian dollars is $1.00 Canadian to a. $.85 US and a guest wants to pay a $600 US hotel bill in Canadian dollars. b. Determine the amount of Canadian dollars a cashier should collect. c. $705.88 Canadian d. $600.00 Canadian e. $105.88 Canadian f. answer can’t be computed with information provided

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Answers to Exam Questions – Chapter 9 1.

2.

3.

4.

5.

6.

7.

D A B C A B A

8. B 9. E 10. A 11. B 12. E 13. A

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Quiz Questions – Chapter 10 1. The night audit is prepared on a __________ basis. a. daily b. weekly c. bi-weekly d. monthly 2. The front office manager uses the results of the night audit in which of the following way(s)? a. monitors credit activity of guests b. projects daily cash flow from room sales c. monitors projected and actual sales for the various departments d. all of the above 3. Which of the following steps in the night audit process is out of order? a. Step 1 – Assembling guest charges and payments b. Step 2 – Reconciling departmental financial activities c. Step 3 – Reconciling the accounts receivable d. Step 4 – Running the trial balance e. Step 5 – Posting room and tax charges 4. If a hotel holds a credit balance on a guest folio, this means it owes a guest for future services. a. True b. False 5. A trial balance helps the night auditor focus on accounts in which charges may have been posted or reported incorrectly. a. True b. False 6. The goal of preparing the night audit report is which of the following? a. to compare historical data b. to log data for future reference c. to react to the operational financial feedback to improve situations d. to use information for budgeting 7. The cashier’s report is composed of which of the following? a. cash b. credit cards c. PMS totals d. all of the above e. none of the above

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8. A manager’s report contains occupancy statistics such as occupancy percentage, yield percentage, average daily rate, and RevPAR. a. True b. False 9. The daily flash report is a listing of departmental totals by day, period to date, and year to date. a. True b. False 10. A manager’s report contains less data than a night audit, but still is helpful to a general manager? a. True b. False 11. The correct formula to balance a bank deposit is as follows?

Total bank deposit – total cash sales + credit card received A/R – cash received A/R _____________________ =0 a. True b. False 12. 400 rooms were sold on May 1 out of 500 rooms available. What is the occupancy percentage? a. 1.25 b. 20 c. 80 d. 35 13. $45,345 room income was received on May 1. What was the average daily rate in question 12? a. $113.36 b. $90.68 c. $75.75 d. none of the above 14. What is the RevPAR for the hotel in question 12? a. $113.36 b. $90.68 c. $85.25 d. none of the above

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Answers to Exam Questions – Chapter 10 1.

2.

3.

4.

5.

6.

7.

A D E B A C D

8. A 9. A 10. A 11. B 12. C 13. A 14. B

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Quiz Questions – Chapter 11 1. Hospitality can be defined as which of the following? a. a very subjective concept b. the generous and cordial provision of services to a guest c. a very “iffy” happening in our hotels d. useful in providing continued financial growth 2. Hospitality is important to which of the following? a. guests b. hotel owners c. both A and B d. front office managers e. none of the above 3. A financial commitment on the part of management is an essential part to the success of a service management program. a. True b. False 4. Component(s) of a service strategy statement include which of the following? a. commitment from top-level ownership and management that service is a top priority in the company b. commitment to develop and to administer a service management program c. commitment to train employees to deliver service efficiently d. commitment of financial resources to develop incentives for the employees who deliver the services e. all of the above 5. It is not necessary to include employees in the planning stages of a service management program. a. True b. False 6. Studying the cycle of service in the lodging industry encompasses which of the following? a. the services the guest will receive b. highlight the inefficiencies built into the system c. an effort that is best left to the marketing and sales department d. both A and B e. both A and C

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7. When the guest comes in contact with a hotel service it is referred to as which of the following? a. disaster b. moment of truth c. employee buy in concept d. a challenge e. none of the above 8. The last four feet was a term used to highlight which of the following concepts? a. moment of truth b. guest cycle c. employee buy in concept d. a carpenter’s dream e. all of the above 9. Employees should be screened for positive traits that express their ability to deliver hospitality. a. True b. False 10. Employees can be trained to deliver hospitality. a. True b. False Answers to Exam Questions – Chapter 11 1. B 2. C 3. A 4. E 5. B 6. D 7. B 8. C 9. A 10. A

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Quiz Questions – Chapter 12 1. Identification of the qualities desired in front office employees is part of the preinterview process. a. True b. False 2. Pre-thinking of the interview questions is not required to produce a good interview. Questions should be natural. a. True b. False 3. An overview of the lodging establishment should be part of the policy and procedure manual. The new employee is expected to read it and therefore it shouldn’t be part of the orientation program. a. True b. False 4. An effective orientation program will result when the job of orientating anew hire is left to the desk clerk on duty for a particular shift. a. True b. False 5. The four steps in the training process include which of the following? a. Train, retrain, follow-up, explain b. Get ready, show me, let me do it, and check my progress c. Train the trainer, show me, show me again d. None of the above Answers to Exam – Chapter 12 1. A 2. B 3. B

4. B 5. B

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Quiz Questions – Chapter 13 1. The ultimate goal(s) of a sales-oriented front office is (are) which of the following? a. to increase room sales b. to increase food and beverage sales c. to increase sales in the gift shop d. all of the above e. to increase sales activity in groups 2. Incentive programs are costly and therefore should not be used as a method to operate a “point-of-sale front office. a. true b. false 3. Training programs will not assist the front office manager in operating a “pointof-sale” front office. They slow down the process of checkin. a. true b. false 4. Budgets for a “point-of-sale” front office include which of the following? a. anticipated increase in sales b. anticipated increase in costs c. both A and B d. none of the above 5. Feedback mechanism(s) include which of the following? a. guest test b. well-planned questions on customer comment cards c. both A and B d. employee test e. monitors at front desk 6. Feedback mechanisms provide which of the following? a. give the guest information b. give the front office manager information c. track employee participation and training success d. track the appropriateness of incentive programs e. answers B, C, and D

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Matching 7.

8.

9.

10.

Theory X Theory Y Hygiene factor Mayo

A. B. C. D. E.

physical working conditions employee has an inherent dislike of work employee seeks responsibility treat a person “special” basic need is safety

Answers to Exam – Chapter 13 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

D B B C C E B C A D

2

Quiz Questions – Chapter 14 1. Hospitality management also includes providing a safe environment. a. True b. False 2. The security department of a hotel includes which of the following? a. sets policies for safety b. organizes programs for safety c. trains employees in safety practices d. should be directed by a trained professional e. all of the above 3. An in-house security department includes which of the following? a. is cost effective b. works with other members of the management staff to develop safety programs c. parcels out the role of security to other management staff members d. both A and C e. performs hall patrol only 4. The initial cost of an electronic key system is perceived as a disadvantage by some hoteliers. a. True b. False 5. Battery-powered, hardwired, host computer, keypuncher, and templates are used to describe which of the following? a. electric security b. hard electric key c. electronic key system d. hard key system e. none of the above 6. Guest should be encouraged to read the fire safety instructions posted on guest room doors by offering an incentive which can be redeemed at the gift shop, lounge, or restaurant in the hotel. a. True b. False 7. Developing a fire action communication procedure for front office personnel should be performed prior to the emergency and communicated through training to all personnel. a. True b. False

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8. Employee safety programs begin with which of the following? a. buying pamphlets on fire safety b. use of a hired consultant to deliver training sessions c. supervising with a safety conscious attitude d. establishing a safety committee e. both C and D 9. Participation by management in a safety committee is optional. a. True b. False 10. The case which is considered a “wake-up call” in terms of legal liability to the hotel industry involved which of the following? a. the 1924 abduction of a child from a hotel b. the 1974 rape of singer/actress Connie Francis in a Westbury, NY hotel c. the 1982 fire in a Clifton Heights, AZ hotel d. the 1983 crash of a hotel’s plate glass window e. none of these 11. The hotel is not the insurer of guest safety but it must exercise the care of a reasonable and prudent operator in protecting the guest. a. True b. False 12. If a hotel security department wanted to stop using plastic keys for room key security and start using a measurement of uniqueness of a human being such as voice, hand print or facial characteristics, this would be referred to as _________. a. facial security b. finger print security c. biometrics d. voicemetrics e. all of the above Answers to Exam Questions – Chapter 14 1.

2.

3.

4.

A E B A

5.

6.

7.

8.

C A A E

9. B 10. B 11. A 12. C

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Quiz Questions – Chapter 15 1. Executive housekeepers have become members of the executive teams in hotels. a. True b. False 2. Which of the following concepts are included in determining the number of rooms a room attendant can clean during a day? a. design of the room b. room furnishings c. number of people occupying the room d. training provided for employees e. all of the above 3. Zero Defects Program of self-inspection of guest rooms should include which of the following for room attendants? a. instructions on how to clean a room b. instructions on how to repair a broken television set c. incentives d. instructions on how to repair major appliances 4. The housekeeper’s report verifies the number of rooms sold on a particular night as well as rooms vacant and rooms out of order. a. True b. False 5. A “par of two” sheets indicates which of the following? a. one set of sheets on the bed and one set of sheets in the wash b. one set of sheets on the bed and one set of sheets on the shelf c. one set of sheets in the wash and one set of sheets on the shelf d. none of the above 6. Deep cleaning is a term that indicates a thorough cleaning of expensive rugs only. a. True b. False 7. Some of the advantages of in-house launder is greater control of where and when the inventory will be laundered, stored and ready for use. a. True b. False 8. The goal of the Occupational Safety and Health Administration is to send every worker home whole and healthy every day. a. True b. False

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9. Material Safety Data Sheets only list chemical contents, not relative hazards to the users. a. True b. False 10. Going Green is a term that incorporates which of the following concepts? a. saving money in laundry cleaning products b. saving money in energy to operate washers and dryers c. saving labor to launder bedding and towels and labor d. conserving natural resources of water and energy e. all of the above 11. This professional association offers Certified Executive Housekeeper certification. a. American Hotel & Lodging Association b. American Executive Housekeepers Association c. International Housekeepers Association d. International Executive Housekeepers Association 12. A typical responsibility of a chief engineer would be which of the following? a. managing electricians b. developing preventative maintenance and energy saving plans c. providing overall knowledge of building structure equipment, and environment control d. all of the above e. none of the above 13. The first major hotel company in the U.S. with a LEED certified was which of the following? a. The Inn and Conference Center by Marriott at the University of Maryland in College Park b. Tacoma Hilton, Tacoma, Kansas c. Greater Sheraton, NY, NY d. Ritz Carlton, Hawaii 14. The acronym LEED indicates an internationally recognized green building certification system. a. True b. False 15. LEED applies to commercial buildings only. a. True b. False

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16. LEED uses a rating scale based upon which factors? a. water efficiency b. energy & atmosphere c. both A & B d. materials & resources e. all of the above Answers to Exam Questions – Chapter 15 1. A 2. E 3. C 4. A 5. A 6. B 7. A 8. A

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9. B 10. E 11. D 12. D 13. A 14. A 15. B 16. E