NSCC HMGT-2670 Front Office Procedures Final Ch 9-15

Mayo

treat a person "special"

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

True

The goal of the Occupational Safety and Health Administration is to send every worker home whole and healthy every day.

True

The hotel is not the insurer of guest safety but it must exercise the care of a reasonable and prudent operator in protecting the guest.

True

The housekeeper's report verifies the number of rooms sold on a particular night as well as rooms vacant and rooms out of order.

True

The initial cost of an electronic key system is perceived as a disadvantage by some hoteliers.

True

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

True

The goal of preparing the night audit report is which of the following?

to react to the operational financial feedback to improve situations

$45,345 room income was received on May 1. 400/500 rooms were sold. What was the average daily rate

$113.36

400 rooms were sold on May 1 out of 500 rooms available. $45,345 room income was received. What is the RevPAR for the hotel

$90.69

Guest histories are characterized by which of the following?

1) an essential review of the data generated by the guest stay 2) provide the marketing and sales office with information for choice of advertising methods 3) include information on zip code 4) obtained from the registration cards and reservation forms 5) all of the above

Late guest charges feature which of the following?

1) can be controlled by a good communication system between departments 2) can become quite a large amount of loss to the hotel over time 3) result as a failure to be posted in time of the guest's checkout 4) all of the above

The front office manager uses the results of the night audit in which of the following way(s)?

1) monitors credit activity of guests 2) projects daily cash flow from room sales 3) monitors projected and actual sales for the various departments 4) all of the above

The ultimate goal(s) of a sales-oriented front office is (are) which of the following?

1) to increase room sales 2) to increase food and beverage sales 3) to increase sales in the gift shop all of the above

The cashier's report is composed of which of the following?

1)cash 2)credit cards 3)PMS totals 4)all of the above

Component(s) of a service strategy statement include which of the following?

1)commitment from top-level ownership and management that service is a top priority in the company 2)commitment to develop and to administer a service management program 3)commitment to train employees to deliver service efficiently 4)commitment of financial resources to develop incentives for the employees who deliver the services 5)all of the above

Which of the following concepts are included in determining the number of rooms a room attendant can clean during a day?

1)design of the room 2)room furnishings 3)number of people occupying the room 4)training provided for employees 5)all of the above

A typical responsibility of a chief engineer would be which of the following?

1)managing electricians 2)developing preventative maintenance and energy saving plans 3)providing overall knowledge of building structure equipment, and environment control all of the above

Going Green is a term that incorporates which of the following concepts?

1)saving money in laundry cleaning products 2)saving money in energy to operate washers and dryers 3)saving labor to launder bedding and towels and labor 4)conserving natural resources of water and energy 5)all of the above

The security department of a hotel includes which of the following?

1)sets policies for safety 2)organizes programs for safety 3)trains employees in safety practices 4)should be directed by a trained professional 5)all of the above

LEED uses a rating scale based upon which factors?

1)water efficiency 2)energy & atmosphere 3)materials & resources all of the above

400 rooms were sold on May 1 out of 500 rooms available. What is the occupancy percentage?

80

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 unreturned keys. B. the security of the next guest is in jeopardy if it is not returned both A and B

Employee safety programs begin with which of the following?

A. buying pamphlets on fire safety B. use of a hired consultant to deliver training sessions C. supervising with a safety conscious attitude D. establishing a safety committee both C and D

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 answers B, C, and D

Feedback mechanism(s) include which of the following?

A. guest test B. well-planned questions on customer comment cards both A and B

An in-house security department includes which of the following?

A. is cost effective B. works with other members of the management staff to develop safety programs C. parcels out the role of security to other management staff members both A and C

Studying the cycle of service in the lodging industry encompasses which of the following?

A. the services the guest will receive B. highlight the inefficiencies built into the system both A and B

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.

False

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.

False

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

False

Deep cleaning is a term that indicates a thorough cleaning of expensive rugs only.

False

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

False

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

False

Incentive programs are costly and therefore should not be used as a method to operate a "point-of-sale front office.

False

It is advised not to inquire about quality of products and services at check out because it holds up the line. After all who wants to handle complaints anyway?

False

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

False

LEED applies to commercial buildings only.

False

Material Safety Data Sheets only list chemical contents, not relative hazards to the users.

False

Participation by management in a safety committee is optional.

False

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

False

The correct formula to balance a bank deposit is as follows? Total bank deposit - total cash sales + credit card received A/R - cash received A/R_ ____________________ = 0

False

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.

False

The four steps in the training process include which of the following?

Get ready, show me, let me do it, and check my progress

Zero Defects Program of self-inspection of guest rooms should include which of the following for room attendants?

Incentives

This professional association offers Certified Executive Housekeeper certification.

International Executive Housekeepers Association

Which of the following steps in the night audit process is out of order?

Step 1 - Assembling guest charges and payments Step 2 - Reconciling departmental financial activities Step 3 - Reconciling the accounts receivable Step 4 - Running the trial balance Step 5 - Posting room and tax charges

The first major hotel company in the U.S. with a LEED certified was which of the following?

The Inn and Conference Center by Marriott at the University of Maryland in College Park

A financial commitment on the part of management is an essential part to the success of a service management program.

True

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

True

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

True

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

True

Developing a fire action communication procedure for front office personnel should be performed prior to the emergency and communicated through training to all personnel.

True

Employee involvement in planning a service management program is essential

True

Employees can be trained to deliver hospitality.

True

Employees should be screened for positive traits that express their ability to deliver hospitality.

True

Executive housekeepers have become members of the executive teams in hotels.

True

Guest should be encouraged to read the fire safety instructions posted on guest room doors by offering an incentive which can be redeemed at the gift shop, lounge, or restaurant in the hotel.

True

Hospitality management also includes providing a safe environment.

True

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

True

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

True

Review of the folio at checkout will help the accounting process as well as customer service.

True

Some of the advantages of in-house launder is greater control of where and when the inventory will be laundered, stored and ready for use.

True

The acronym LEED indicates an internationally recognized green building certification system.

True

Future reservations at checkout result from which of the following reasons?

a program where training and incentives are included

Hygiene factor

achievement, recognition, responsibility

If a hotel security department wanted to stop using plastic keys for room key security and start using a measurement of uniqueness of a human being such as voice, hand print or facial characteristics, this would be referred to as _________.

biometrics

The night audit is prepared on a __________ basis.

daily

Battery-powered, hardwired, host computer, keypuncher, and templates are used to describe which of the following?

electronic key system

The last four feet was a term used to highlight which of the following concepts?

employee buy in concept

Theory X

employee has an inherent dislike of work

Theory Y

employee seeks responsibility

When the guest comes in contact with a hotel service it is referred to as which of the following?

moment of truth

A "par of two" sheets indicates which of the following?

one set of sheets on the bed and one set of sheets in the wash

Sleepers are characterized by which of the following?

rooms that look like they are occupied but are really vacant

Front office managers should review the discount rates on various credit cards because of which of the following reason(s)?

some credit card issuing agencies will offer a lower discount rate and thus provide more net income for the hotel.

The case which is considered a "wake-up call" in terms of legal liability to the hotel industry involved which of the following?

the 1974 rape of singer/actress Connie Francis in a Westbury, NY hotel

Hospitality can be defined as which of the following?

the generous and cordial provision of services to a guest