FSAD 153 Final

What administrative techniques can a trainer use to keep track of training sessions

tickle files

A financial commitment on the part of management is an essential part tot he success of a service management program a. true b. false

a

A manager's report contains less data than a night audit, but still is helpful to a general manager? a. true b. false

a

A manager's report contains occupancy statistics such as percentage, yield percentage, average daily rate, and RevPAR. a. true b. false

a

A trial balance helps the night auditor focus on accounts in which charges may have been posted or reported incorrectly a. true b. false

a

Employees can be trained to deliver hospitality a. true b. false

a

Employees should be screened for positive traits that express their ability to deliver hospitality. a. true b. false

a

Front office managers should review the discount rates on various credit cards because of which of the following reasons? 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 fine 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

a

Identification of the qualities desired in front office employees is part of the pre-interview process. a. true b. false

a

Other departments that need to know if a guest has checked out are housekeeping and food and beverage a. true b. false

a

Review of the folio at checkout will help the accounting process as well as customer service a. true b. false

a

The daily flash report is a listing of departmental totals by day, period to date, and year to date. a. true b. false

a

The night audit is prepared on a _____ basis? a. daily b. weekly c. bi weekly d. monthly

a

The objective of the checkout process is to check the guest out as quickly and efficiently as possible a. true b. false

a

An effective orientation program will result when the job of orientating a new hire is left to the desk clerk on duty for a particular shift a. true b. false

b

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

b

Debit cards are becoming more popular because they operate on the concept of float - delay in payment of a bill a. true b. false

b

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

b

If a hotel holds a credit balance on a guest folio, this means it owes a guest for future services a. true b. false

b

In room guest checkout is a novelty and does not provide any benefits to the hotel a. true b. false

b

Incentive programs are costly and therefore should not be used as a method to operate a point of sales front office a. true b. false

b

It is advised not to inquire about quality of products and services at check out because it holds up the line. After all who ants to handle complaints anyways? a. true b. false

b

It is not necessary to include employees in the planning stages of a service management program. a. true b. false

b

Pre thinking of the interview questions is not required to produce a good interview. Questions should be natural a. true b. false

b

Sleepers are characterized by which of the following? a. guests who sleep late b. rooms that look like they are occupied by are really vacant c. difficult to monitor d. a service to the guest e. all of the above

b

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, check my progress c. train the trainer, show me, show me again d. none of the above

b

Training programs will not assist the front office manager in operating a point of sale front office. They slow down the process of check in a. true b. false

b

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

b

400 rooms were sold on May 1st out of 500 rooms available. What is the occupancy percentage? a. 1.25 b. 20 c. 80 d. 35

c

Budgets for a point of sales 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

c

Feedback mechanisms 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

c

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

c

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

c

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 carpenters dream e. all of the above

c

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 un returned keys b. the security of the next quest is in jeopardy if its 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

c

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 guests' checkout d. all of the above e. results as a failure to be posted in time of the guests checkin

d

Studying the cycle of service in the lodging industry encompasses which of the following? a. the services the guest will receive b. highlight the inefficienciesd built into the system c. an effort that is best left to the marketing an sales department d. both A and B e. both A and C

d

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

d

The front office manager uses the results of the night audit in which of the following ways? 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

d

The ultimate goals of a sales oriented front office is which of the following? a. to increase room sales b. to increase food and beverage sales c. to increase sale sin the gift shop d. all of the above e. to increase sales activity in groups

d

Components 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

e

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

e

Future reservations at checkout results 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 incentive are included

e

Guest histories are characterized by which of the following? a. an essential review of the data generated by the guest stay b. prove 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

e

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

e

List and discuss three concepts that you would include in an orientation program

economic position of property overview of property employee handbook policy procedure manual

Discuss the four step training process

get ready, show me, let me do it, check my progress

How would you use commercially prepared videos in a training session

preview tapes, prepare discussion questions