Show:
Welcoming Guests
Front Office
Housekeeping
The Restaurant Business
Safety and Security
100

First and foremost, which needs are guests motivated to meet?

  • Esteem and love
  • Love and belonging
  • Self-actualization and esteem
  • Physiological and safety

Physiological and safety

100

At a small property, when staffing levels are kept to a minimum, this is referred to as having a

  • skeleton crew.
  • limited staff.
  • reduced crew.
  • minimal staff.
  • skeleton crew.
100

Which housekeeping position cleans hallways, receives and store deliveries, removes trash, and restocks supply closets and carts?

  • Inspector
  • Houseperson
  • Guestroom attendant
  • Linen runner
  • Houseperson
100

Which front of house employee greets guests, takes reservations, and takes guests to their seats?

  • General manager
  • Host
  • Server
  • Runner

Host

100

The failure to act in a safe manner is called

  • liability.
  • negligence.
  • reasonable care.
  • lack of authority.
  • negligence.
200

Which is an example of secondary research?

  • Interview
  • Focus group
  • Survey
  • Published report


  • Published report
200

Which computer system allows a hotel to manage the capabilities of the front office?

  • Point of service
  • Property management
  • Global distribution
  • Central reservation
  • Property management
200

What does the frequency schedule show?

  • The number of guestrooms to be cleaned
  • How often various areas of the hotel should be cleaned
  • How long it will take for each guestroom to be cleaned
  • The number of guestroom attendants scheduled to work on a given day
  • How often various areas of the hotel should be cleaned
200

Who is in charge of the back of the house cleaning?

  • Steward
  • Line cook
  • Dishwasher
  • Buser
  • Steward
200

What is the purpose of innkeeper laws?

  •    Require emergency procedures to be posted in every room
  • Establish a method of informing guests of emergencies
  •    Establish the required procedure for evacuating a hotel
  • Protect both the innkeeper and the guest
  • Protect both the innkeeper and the guest
300

A father decides he is going to take his family on a trip to a popular theme park destination based on a promotional incentive. He has just finished booking his airline and lodging reservations. Which stage of the guest experience cycle is he in?

  • Pre-arrival
  • Arrival
  • Occupancy
  • Departure

pre arrival

300

The private branch exchange (PBX) operator is responsible for

  • assigning guestrooms and issuing key cards.
  • answering phone calls from guests and travel agents to book reservations.
  • posting the revenue center charges, balancing guest accounts, and providing banking services.
  • answering the phones at the incoming switchboard and transferring calls to the correct person.
  • answering the phones at the incoming switchboard and transferring calls to the correct person.
300

How many par levels are strongly recommended for hotels to have on hand?

  • One
  • Two
  • Three
  • Four

Three

300

English service is described as

  • the most formal.
  • easy and inexpensive.
  • elegant and expensive.
  • the simplest and least expensive
  • the simplest and least expensive
300

A security officer is also known as a

  • supervising engineer.
  • police officer.
  • loss prevention officer.
  • surveillance technician.
  • loss prevention officer.
400

What is service recovery?

  • Safety practices and procedures that affect guests
  • Observations, encounters, and events of a guests’ stay
  • Resolving complaints to the guest’s satisfaction
  • Choosing to stay at the same property repeatedly
  • Resolving complaints to the guest’s satisfaction
400

Which is performed during the arrival phase of the guest experience cycle?

  • Cleaning services
  • Soliciting feedback
  • Making reservations
  • Securing guest’s form of payment
  • Securing guest’s form of payment
400

Guestroom attendants are part of what team?

  • Back of house
  • Front of house
  • Management
  • Variable labor
  • Back of house
400

What is the cornerstone of any successful restaurant?

  • A cyclical menu
  • Customer service
  • Reasonable pricing
  • Multiple levels of management
  • Customer service
400

Ensuring the safety and security of the hotel and its guests and preventing problems from occurring is known as

  • situational awareness.
  • service recovery.
  • reasonable care.
  • loss prevention.
  • loss prevention.
500

Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?

  • Service recovery
  • Cost of error
  • Reputation management
  • Moments of truth

Cost of error

500

At a hotel, what is an overstay?

  • Guests who fail to show up for their reservation
  • Guests who depart early from the hotel before their original check-out date
  • Guests who extend their stay beyond the original date of check-out on their reservation
  • Guests who walk into the hotel without a reservation and request a room
  • Guests who extend their stay beyond the original date of check-out on their reservation
500

Which of the following is a green practice used in hotels to conserve water?

  • Establish a set temperature for guestrooms.
  • Use low-flow faucets and showerheads.
  • Close drapes to reduce differential between outside and inside temperatures.
  • Institute full hotel and guestroom recycling.

Use low-flow faucets and showerheads

500

When designing a menu, which menu concept should be placed in a highly visible area on the menu?

  • Dogs
  • Stars
  • Puzzles
  • Plowhorses
  • Stars
500

Who is responsible for issuing keys to employees at a hotel?

  • General manager
  • Front desk agent
  • Director of security
  • Concierge
  • Director of security