West Los Angeles College » Hospitality » Hospitality 325 - Guest Relations Management » Spring 2020

Hospitality 325 - Guest Relations Management » Spring 2020 » Quiz 2

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Question #1

Lodging is very important to the hospitality industry, and can involve:

A. Front Desk

B. Rooms

C. Food

D. Housekeeping

E. All of the above

Question #2

Guest service positions include the hotel bellman (also known as porter or bellhop), who has duties that include:

A. Acting as concierge/problem solver

B. Greeting the guest as they enter the property

C. Transporting/storing/receiving luggage

D. Acting as valet, and directing cabs

E. All of the above

Question #3

The guest service position of bellman:

A. Must be great with people

B. Must be able to handle laborious work with ease

C. Encounters everyone

D. Must be great with people

E. All of the above

Question #4

The guest service position of Front Desk Agent (the main contact during the entire guest stay) must handle situations that include:

A. Wrong key or nonworking key

B. Missed guests’ needs

C. Missing reservation

D. Impolite guests

E. All of the above

Question #5

The guest service position of Front Desk Agent (the main contact during the entire guest stay) must also handle situations that include:

A. Luggage went to the wrong room

B. Long lines at the Front Desk

C. Uncleaned room

D. Room rate is wrong

E. All of the above

Question #6

Hotel rates are usually the first question from a guest. Hotels have various rates that include:

A. American Plan (AP): Includes sleeping room, breakfast, lunch, and dinner

B. Continental Plan (CP): Includes sleeping room, and only a continental breakfast

C. Modified American Plan (MAP): includes sleeping room, breakfast, and their choice of one other meal – typically dinner.

D. European Plan (EP): Includes sleeping room only. No meal plan is included.

E. All of the above

Question #7

Ch 6: When checking in to a hotel, basic check-in procedures by the Front Desk Agent include:

A. Establish the form of payment.

B. All the above

C. Verify name and check identification.

D. Greet the guest with a smile and a warm welcome.

E. Ask for a credit card for incidentals.

Question #8

Ch 6: When checking out of a hotel, basic check-in procedures by the Front Desk Agent include:

A. All the above

B. Ask if there were any recent charges that may have been posted.

C. Ensure that everything is posted to the folio.

D. Ask the room number.

E. Greet the guest with a smile and a warm welcome.

Question #9

Ch 6: When checking out of a hotel, other basic check-in procedures by the Front Desk Agent include:

A. Ask how everything was during their stay.

B. All the above

C. Ask how everything was during their stay.

D. Ask if they need directions.

E. Ask how everything was during their stay.

Question #10

Ch 6: A concierge is a person who assists guests with both hotel and non-hotel-related matters – such as making dinner reservations, where to shop, etc.

A. TRUE

B. FALSE

Question #11

Ch 6: The ______________ Department is considered to be “the heart of the house.”

A. Concierge

B. HR

C. Housekeeping

Question #12

Ch 6: The term “_______ the guest” means transferring a guest to another hotel because the property has over-committed by accepting more reservations than they could supply.

A. Walking

B. Examining

C. Running

Question #13

Ch 7: Regarding Special Events, the event manager and others feel pressure when coordinating and managing an event because:

A. Tens of hundreds of thousands of dollars may go into the event.

B. All the above

C. It typically happens once and cannot be redone.

D. This could be an once-in-a-lifetime event for the participants.

E. All of the work will commence within a few hours to a few days.

Question #14

Ch 7: Certain steps to consider when managing an event include:

A. Assess the environment

B. Monitor weaknesses

C. Assess quality

D. Predict outcomes and plan success

E. All of the above

Question #15

Ch 7: There are many types of meetings, including:

A. Retreat: Less formal, typically smaller in size and at a location remote from business offices.

B. Special events: children’s, cultural, sporting, themed, tours, music productions.

C. Convention: Meeting of delegates, cyclical scheduling, and general sessions for all attendees and breakouts for smaller subgroups, often includes tradeshow/exhibition vendors displaying goods and services of a specific trade.

D. Conference: Meeting, typically for specialty area to discuss advances.

E. All of the above

Question #16

Ch 7: Meetings, events, conferences, conventions draw many different types of attendees, each with its own special set of needs and expectation, and include:

A. Corporate

B. Social, military education, religious, fraternal (SMERF)

C. Associations

D. General public

E. All the above

Question #17

Ch 7: A SWOT analysis a survey of the things that you control and the things that you do not control. It lists the good and the bad of each. SWOT stands for:

A. Threats: The negative outcomes that may occur beyond the control of the organization.

B. Opportunities: The positive outcomes that may occur beyond the control of the organization.

C. Strengths: The positive attributes of the organization.

D. Weaknesses: The negative attributes of the organization.

E. All of the above

Question #18

Ch 7: Risk Management is a process to try and manage as many potential risks as possible. Typical risk areas to consider are technical, legal, financial, natural disasters, and safety.

A. TRUE

B. FALSE

Question #19

Ch 7: Regarding marketing an event effectively, you must be able to answer questions, such as: What is the product? Who are the customers? What are the customers’ needs and expectations?

A. FALSE

B. TRUE

Question #20

Ch 8: “Tourism” has a vague definition that involves everything associated with traveling more than 50 miles from home, typically leisure. The chapter on travel and tourism relates the delivery of quality service management in travel and tourism using the main points including:

A. Blend the three together to best meet the desired goals for all.

B. All the above

C. Know the people.

D. Know your product

E. Know yourself.

Question #21

Ch 8: There are many types of travel, with the two most common categories being business travel and leisure travel. Other types of travel include:

A. Niche travel

B. Incentive travel

C. Excursion travel

D. Charter travel

E. all the above

Question #22

Ch 8: Environmentally conscious travel is a huge trend throughout the travel industry and includes concepts such as “eco-tourism,” “conservation” of environmental resources and “carbon footprint” (which is the effect one’s carbon dioxide released into the atmosphere).

A. FALSE

B. TRUE

Question #23

Ch 9: Regarding Casinos, the Front of the House (FOH) includes Slot Machines, and Table Games such as:

A. Craps

B. Poker

C. Blackjack (21)

D. Roulette

E. All of the above

Question #24

Ch 9: Regarding Casinos, the Back of the House (BOH) includes departments that support customer service, such as:

A. Accounting

B. Bookkeeping

C. Surveillance and Security

D. Cashier’s station/cage

E. All of the above

Question #25

Ch 9: Regarding Casinos, many casinos are associated with meetings, trade shows, exhibitions, and conference centers. In fact, Las Vegas can be considered a conference city, because without such conferences they could not support itself on individual gamblers.

A. TRUE

B. FALSE

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