West Los Angeles College » Hospitality » Hospitality 303 - Front Office Operations » 2019

Hospitality 303 - Front Office Operations » 2019 » Quiz 2

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Question #1

Ch 6: Communication is vital to front office operations because nearly everything that happens in a hotel affects the front office, and vice versa. Front office staff must communicate with:

A. personnel in other in other departments (i. e. housekeeping, engineering, maintenance, marketing)

B. All the above

C. personnel in other divisions

D. one another

E. guests

Question #2

Ch 6: "Revenue Centers” in a hotel include

A. Dining rooms, snack bars, specialty restaurants

B. All the above

C. Room service

D. Golf courses, health clubs, exercise rooms

E. Banquet, meeting, and catering facilities

Question #3

Ch 6: The Gift Shop in a hotel is considered to be a “Revenue Center.”

A. TRUE

B. FALSE

Question #4

Ch 6: Regarding hotel guest complaints, typical complaints can be separated into five general categories, including mechanical, connectivity, attitudinal, service-related, and unusual.

A. TRUE

B. FALSE

Question #5

Ch 6: Regarding hotel guest complaints, one of the first steps in taking corrective action is to _________ (one word) the problem.

A. Run away

B. Identify

C. Solve

Question #6

Ch 7. Every property should have a good security program that includes:

A. Doors, locks, key control, and access control

B. Perimeter and grounds control

C. All the above

D. Control of persons on premises

E. Guestroom security

Question #7

Ch 7: Properly trained staff is the best way to provide security in a hotel. Their standard staff security procedures should include:

A. Valet parking should use a numbered three-part form to control cars.

B. Front desk agents should require identification from anyone who asks for a key.

C. All the above

D. Room attendants should not allow anyone in a guestroom without a key.

E. Never say a guest’s room number out loud at the front desk.

Question #8

Ch 7: When management is setting up a property’s security program, their program may include: establishing working relations ships with local law enforcement, choosing whether to use contract or in-house personnel, and creating an effective security training program for all employees.

A. FALSE

B. TRUE

Question #9

Ch 7: To fully understand the official/legal role of a hotel security officer, it must be known that a hotel security officer, in the absence of any special commission, deputizing, or state statute, possesses no greater authority than any other private citizen.

A. TRUE

B. FALSE

Question #10

Ch 7: Failure to exercise the care that a reasonably prudent person would exercise under like or similar circumstances is the legal definition of the word _________ (one word).

A. Fraud

B. Carelessness

C. Negligence

Question #11

Ch 8: The hotel front office accounting system:

A. Ensures internal control over cash and non-cash transactions.

B. All the above

C. Creates and maintains an accurate account record for each guest or non-guest.

D. Tracks transactions throughout the guest cycle.

E. Records the settlement for all goods and services provided.

Question #12

Ch 8: A hotel accounting system includes:

A. All the above

B. Ledgers

C. Vouchers

D. Folios

E. Points of Sale

Question #13

Ch 8: In hotel accounting, “account receivable” is NOT an amount owed to the hotel.

A. TRUE

B. FALSE

Question #14

Ch 8: In hotel accounting, the front office accounting formula used in posting transactions to front office accounts is: Previous Balance + Debits – Credits = Net Outstanding Balance.

A. TRUE

B. FALSE

Question #15

Ch 8: In hotel accounting, a folio used to chart transactions on an account assigned to more than one person or guest room is called the _______ folio (one word). These folios are usually reserved for group accounts.

A. superior

B. master

C. great

Question #16

Ch 9: Front office staff performs important functions during the checkout and account settlement process, including:

A. Resolution of outstanding guest account balances

B. Creation of a guest history record

C. Updating of room status information

D. All the above

Question #17

Ch 9: Regarding methods of settlement at checkout, a guest account can be brought to zero balance in several ways that could include:

A. Direct billing

B. Cash or debit card

C. A combined settlement method

D. Credit card

E. Any of the above

Question #18

Ch 9: Late check out is NOT a room status term indicating that the guest is being allowed to check out later than the hotel’s standard checkout time.

A. FALSE

B. TRUE

Question #19

Ch 9. The guest history record is a record of personal and financial information about hotel guest relevant to marketing and sales that can help the hotel serve guests on return visits.

A. FALSE

B. TRUE

Question #20

Ch 9: “Account Aging” is a method for tracking past-due accounts, according to the ____ (one word) the charges originated

A. receipts

B. date

C. accounting

Question #21

Ch 10: The Housekeeping management team uses several reports in making sure the Front Office knows what rooms to rent, including:

A. All the above

B. Occupancy Report (listing rooms occupied that night and rooms expected to check-out the following day)

C. Housekeeping Status Report (indicating the status of each room compared to the front desk occupancy report)

D. Ten-day Report and Three-day Forecast Report (indicating how many rooms are projected to be occupied each day)

Question #22

Ch 10: The Room Status Discrepancy Report:

A. Reports, meeting room status

B. Is a report from the restaurant showing how many guests dined in the restaurant.

C. Determines the room rate of a sleeping room

D. Shows that the Housekeeping Department’s description of a room’s status differs from the room’s status information at the Front Desk.

Question #23

Ch 10: Preventive Maintenance is a systematic approach to maintenance in which situations are identified and corrected on a regular basis to control costs and keep larger problems from occurring.

A. TRUE

B. FALSE

Question #24

Ch 10. Productivity Standards indicates an acceptable amount of work that must be done within a specific time frame according to an established standard.

A. TRUE

B. FALSE

Question #25

Ch 10: Performance Standards is a required level of performance that establishes the _______ (one word) of work that must be done.

A. quantity

B. level

C. quality

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