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. guests

D. personnel in other divisions

E. one another

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. Banquet, meeting, and catering facilities

E. Golf courses, health clubs, exercise rooms

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. Control of persons on premises

B. Guestroom security

C. All the above

D. Perimeter and grounds control

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

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

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

C. All the above

D. Front desk agents should require identification from anyone who asks for 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. TRUE

B. FALSE

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

B. Tracks transactions throughout the guest cycle.

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

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

E. All the above

Question #12

Ch 8: A hotel accounting system includes:

A. All the above

B. Ledgers

C. Folios

D. Vouchers

E. Points of Sale

Question #13

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

A. FALSE

B. TRUE

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. All the above

B. Updating of room status information

C. Creation of a guest history record

D. Resolution of outstanding guest account balances

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. A combined settlement method

B. Any of the above

C. Cash or debit card

D. Direct billing

E. Credit card

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. TRUE

B. FALSE

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. TRUE

B. FALSE

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

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

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

D. All the above

Question #22

Ch 10: The Room Status Discrepancy Report:

A. Determines the room rate of a sleeping room

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

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

D. Reports, meeting room status

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. level

B. quantity

C. quality

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