311 Certificate Exam Part 1
Internal guest credit restrictions established by the front office are called: A) house limits. B) high-balance limits. C) high-balance accounts. D) floor limits.
a
Which of the following are employed by the uniformed services department? A) transportation staff B) security staff C) reservations agents D) room attendants
a
An account that is older than thirty days in generally considered to be: A) delinquent. B) overdue. C) current. D) uncollectible.
b
Before beginning their shift, front desk employees should: A) run an arrivals list for the next several days. B) review the transaction file or log book and note any situations that might require follow-up. C) place courtesy calls to all occupied rooms. D) all of the above.
b
A hotel is marketed by a price and/or rating category-not by name, brand, or property specifics-on a(n) __________ website. A) merchant model B) wholesaler model C) opaque D) transparent
c
Which of the following sources of reservations usually relies on a connection between a hotel company's reservations system and an airline's reservations system? A) a property direct reservation system B) an affiliate reservations network C) a non-affiliate reservations network D) a global distribution system
d
A hotel can best improve guest service by: A) identifying and correcting the most frequent guest complaints. B) requiring general managers to personally contact every guest who has a comment or complaint. C) making sure that guest comment cards are readily available. D) making sure steps are taken to eliminate every guest complaint.
a
Charge purchase transactions are generally documented by a(n): A) charge voucher. B) direct billing statement. C) allowance statement. D) front office charge sheet.
a
Which of the following statements about payment card industry (PCI) standards and compliance issues is TRUE? A) To be certified as PCI compliant, businesses must pass a security review and be periodically recertified. B) The hotel industry does not have to comply with PCI data security standards (DSS). C) Almost 90 percent of all data-handling compromises occur at large businesses—that is, businesses that process more than fifty million payment card transactions per year. D) Less than 5 percent of all payment card fraud committed within the United States occurs in hospitality businesses.
a
Which of the following usually determines the guest's point-of-sale charge status? A) the guest's intended method of payment B) the guest's corporate affiliation C) whether the guest is a member of a group or an independent traveler D) whether the guest is paying rack rate or a discounted rate
a
For a front office account, charges are __________ to an account balance and are entered on the ___________ side of a T account. A) increases; right B) increases; left C) decreases; right D) decreases; left
b
In a large full-service hotel, the executive housekeeper reports to the: A) chief engineer. B) rooms division manager. C) general manager. D) security director.
b
Internet access through the guestroom television is an example of __________ interfaces. A) point-of-sale B) guest-operated C) front office D) back office
b
Mail that is not claimed by a guest prior to check-out should be: A) held indefinitely. B) time-stamped a second time and returned to its sender or sent to a forwarding address is the guest has provided one. C) discarded immediately. D) kept at the property for at least 30 days and then discarded.
b
The King James Hotel, a family-owned-and-operated property that is organized as a sole proprietorship, would be classified as: A) a corporate property. B) an independent property. C) a chain property. D) a franchisee.
b
Which of the following terms is used to classify lost business when the hotel is unable to accept a reservation request? A) no-show B) denial C) regret D) skipper
b
Which of the following types of front office transactions generally requires management approval? A) a charge purchase B) an account allowance C) an account transfer D) an account correction
b
Which of the following types of hotels is MOST likely to employ a multilingual concierge? A) first-class service hotels B) world-class service hotels C) mid-range service hotels D) economy/limited service hotels
b
Which of the following certifies that buildings meet standards of energy efficiency, conservation, and community sensitivity? A) the International Green Building Council B) the Energy Star Program C) the Leadership in Energy and Environmental Design (LEED) rating system D) the U.S. Eco-friendly Hotel Council
c
28. As hotels approach full occupancy for a specific date, they will generally accept which of the following types of reservations? A) payment card guaranteed reservations B) advance deposit guaranteed reservations C) non-guaranteed reservations D) both A and B
d
30. Which of the following hotel departments is generally linked with the property's automated reservation system? A) food and beverage B) engineering C) housekeeping D) sales
d
A room's status changes from occupied to on-change at the time of: A) registration. B) occupancy. C) arrival. D) check-out and settlement.
d
Hotel telephone systems equipped with a call broadcast feature allows the front desk staff to: A) charge different phone rates to guestrooms depending on previously arranged agreements. B) bill guestroom calls to a master account. C) block individual rooms from making or receiving calls. D) make calls to all guestrooms listed as occupied.
d
In a large full-service hotel, the night auditor reports to the: A) human resources director. B) general manager. C) front office manager. D) controller.
d
In a large hotel, which of the following hotel divisions would be primarily responsible for employment recruiting tasks? A) the accounting division B) the food and beverage division C) the rooms division D) the human resources division
d
Online dynamic package pricing refers to: A) a wholesaler website's ability to automatically price hotel products. B) a manager's ability to use computers to create and price new travel packages for sale to guests. C) an employee's ability to change the prices of travel packages quickly via the Internet. D) a guest's ability to put together his or her own custom package online that is then priced automatically.
d
The set of accounts that corresponds to registered hotel guests is called the __________ ledger. A) accounts payable B) city C) folio D) guest
d
Which of the following is a common use of a guest history file? A) tracking delinquent accounts B) validating points for frequent traveler clubs C) account aging D) compiling a mailing list
d
Which of the following is a statement for an account assigned to an individual person or guestroom? A) incidental folio B) room folio C) master folio D) guest folio
d
A hotel's property management system and associated automated devices located throughout the property allow for which of the following? A) automatic updating of guest accounts B) a one-way interface from the POS systems to the property management system C) the elimination of the night-auditor position in the front office D) all of the above
a
A late charge occurs when: A) a charge is posted after the guest departs. B) a nominal fee is added to a delinquent account. C) a guest leaves the hotel without checking out. D) a guest stays over the posted check-out time.
a
A split folio is most likely to be requested by: A) a business traveler responsible for incidental charges. B) an individual leisure traveler. C) a group of leisure travelers. D) an individual staying more than 3 days.
a
Hotel reservations made through e-commerce websites are often sold as run of the house, which means that the guest will: A) be assigned whatever room is available at check-in. B) receive frequent-traveler program credit for his or her stay. C) benefit from preregistration activities. D) be able to pick which type of guestroom he or she would like to occupy.
a
Hotel sales department staff members often check with the revenue manager before: A) quoting room rates for groups interested in staying at the hotel. B) deciding which room rate strategies the sales department should apply. C) establishing room rates for the reservation office. D) making sales calls to local groups and business associates.
a
Large travel agencies with significant room rate negotiating power are called: A) travel management companies. B) franchisees. C) super agencies. D) management companies.
a
Sometimes the front office must send a statement to a no-show guest billing the guest for the amount of the guarantee. What department is responsible for collection once the billing is sent? A) the accounts receivable department B) the front office department C) the guest billing department D) the guest services department
a
Telephone calls placed and connected over Internet technology, instead of over common carrier networks, tend to: A) be less expensive. B) cost about the same. C) be more expensive. D) be more popular with guests.
a
The reservations department is responsible for receiving and processing reservation requests for which of the following? A) overnight accommodations B) room service C) banquet and catering events D) all of the above
a
When a cashier pays out more than he or she receives, the result is a: A) due back. B) shortage. C) debit. D) paid-out.
a
When placing a call to a guestroom, hotel employees should: A) introduce themselves and state the reason for the call. B) try to limit the call to thirty seconds or less. C) insure the guest that their hotel stay will be enjoyable. D) mention all of the property's features that available to the guest.
a
Which of the following best defines the term "non-group displacement"? A) The guestrooms blocked for group guests that are therefore unavailable to transient (non-group) travelers. B) A reduction in the size of a group's room block based on previous experience with the group. C) A reservation error caused by the hotel's failure to update the central reservations system about its room availability. D) A central reservation system error in which a guest is booked into the wrong hotel in the correct destination city.
a
Which of the following hotel departments is a back-of-the-house area? A) human resources department B) front office department C) food and beverage service department D) hotel operated gift shop
a
Which of the following statements about high-speed Internet access (HSIA) in hotels is TRUE? A) Hotels usually charge $200 to $500 per day to provide HSIA service to groups holding meetings on hotel premises. B) Hotels usually provide complimentary HSIA service to groups holding meetings on hotel premises. C) HSIA service is usually provided in hotel guestrooms only, not in a hotel's public areas. D) HSIA service is usually provided only in hotel public areas and meeting facilities.
a
Which of the following types of guests would spend the most time registering at a hotel? A) walk-ins B) guests with corporate guaranteed reservations C) guests with non-guaranteed reservations D) guests with credit card guaranteed reservations
a
Which of the following types of payment should a hotel be LEAST likely to accept? A) a two-party check B) a money order C) a cashier's check D) a traveler's check
a
Express check-out should NOT be offered to guests who: A) are from a foreign country. B) paid in advance using cash. C) both of the above. D) none of the above.
b
Preregistration activities are most likely to be conducted for all expected arrivals at: A) convention hotels. B) a fully automated property. C) a non-automated property. D) airport hotels.
b
The maximum amount in credit card charges a hotel can accept without requesting special authorization on behalf of a credit card holder is determined by the: A) hotel's local bank. B) card holder's credit card company. C) hotel's policy. D) credit card holder.
b
The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for: A) becoming an independent property. B) joining a referral group. C) forming a hotel chain. D) contracting with a management company.
b
The reservations module of a computer-based hotel property management system: A) maintains room status information. B) processes room requests. C) updates information about guest services. D) records check-in times.
b
To minimize late check-outs, a hotel should: A) offer express check-out. B) post check-out time notices in conspicuous places. C) both of the above. D) none of the above.
b
To reduce the occurrence of late charges, front desk staff should: A) check guest history records before checking guests out. B) post transaction vouchers as soon as they arrive at the front desk. C) verify the guest's billing address at check-out. D) monitor closely any self check-out terminals in the lobby.
b
Typically, guests who use cash to pay for accommodations at registration are: A) extended charge purchase privileges. B) not extended charge purchase privileges. C) not offered express check-out services. D) required to show proper identification when paying with cash for additional purchases.
b
Which of the following do front desk agents use to track maintenance problems reported by guests to staff? A) the front desk information directory B) the front office log book or transaction file C) repair orders D) room inventories
b
Which of the following front office activities are included in the arrival stage of the guest cycle? A) rooming and guest services functions B) registration and rooming functions C) account settlement functions D) reservation and pre-registration functions
b
Which of the following is TRUE about upscale service hotels? A) Upscale service hotels seldom have more than 400 guestrooms or fewer than 200 guestrooms. B) Upscale service hotels tend to have multiple food and beverage outlets. C) Upscale service hotels provide more attentive, personalized guest service than world-class service hotels provide. D) Upscale service hotels offer luxury guest service.
b
Which of the following is designed specifically to address the interests of a hotel's three major constituencies: guests, managers, and employees? A) strategies B) mission statement C) measurable goals D) tactics
b
Which of the following is usually included in a non-guaranteed reservation record? A) special events taking place during the guest's stay B) the guest's telephone number C) deposit information D) room number
b
Which of the following provides various communication formats to users, including chat rooms, e-mail, instant messaging, and discussion groups? A) hotel b-blogs B) social networking sites C) hotel websites D) hospitality industry b-blogs
b
Which of the following reports lists rooms occupied for the night and indicates expected check-outs for the following day? A) the room status discrepancy report B) the occupancy report C) the housekeeping report D) the registration report
b
Which of the following reservation system reports can help managers make decisions affecting the number of rooms allocated for group business? A) agent commission report B) regrets and denials report C) reservation transactions report D) expected arrivals report
b
Which of the following statement applies to incoming guest mail? A) It should be refused unless the guest has specifically mentioned that he or she is expecting mail. B) It should be time-stamped as soon as it arrives at the property. C) It should be placed in a message rack that is visible to hotel guests so they can periodically check for mail or messages. D) It should be placed outside the guest's room as soon as it arrives at the property.
b
A guest's overall satisfaction with your hotel oftentimes hinges on: A) the number of channels provided by the local cable company. B) whether the property has an indoor pool. C) the ability of your employees to respond to special requests. D) the proximity of the property in relation to dining establishments.
c
A package offered by The Festive Resort includes the cost of three meals a day in the room charge. This arrangement is called the __________ Plan. A) Asian B) Modified American C) American D) European
c
For casino hotels, revenues derived from gaming are usually __________ revenues from hotel operations. A) less than B) about equal to C) greater than D) more seasonal than
c
Guests can direct-dial long-distance calls without operator intervention when the hotel uses a _________ system. A) call rating B) toll trunk C) call accounting D) least-cost routing
c
If a guest refuses to pay a late check-out fee, which of the following is an appropriate action for the front desk agent to take? A) Apologize for the inconvenience and get the front office mgr to discuss with the guest. B) Explain the fee policy and suggest security staff will be called if guest refuses to pay the fee. C) Calmly explain the fee policy and get the front office mgt if the guest stillrefuses to pay. D) Firmly explain the fee policy and remind guest of their legal obligation
c
In most hotels, the use of vouchers has been significantly reduced by the use of: A) guest folios. B) payment cards. C) point-of-sale system workstations. D) credit monitoring systems.
c
Oftentimes, the most effective means of reducing or eliminating late charges is: A) requiring guests to provide a valid credit card at check-in. B) requiring guests to use a credit card or cash at the property's revenue outlets. C) an automated system that interfaces with revenue center outlets. D) none of the above.
c
On a hotel organization chart, dotted lines indicate relationships that involve: A) direct accountability. B) functional equality. C) a lot of communication and cooperation. D) supervisory responsibility.
c
PIA (paid-in-advance) accounts are typically set to a ________ status. A) charge-privilege B) floor-limit C) no-post D) house-limit
c
Resort hotels distinguish themselves from most other types of hotels by providing: A) kitchen amenities. B) food and beverage services. C) a more leisurely atmosphere. D) conference and meeting rooms.
c
Some hotels offer world-class service on designated floors, which are often referred to as __________ floors. A) specialty B) independent C) executive D) referral
c
Suite hotels usually feature: A) more public areas and guest services than other hotels. B) leisure sports activities. C) guestrooms with separate bedrooms and living room or parlor area. D) several types of food and beverage services.
c
The agreed-upon number of guestrooms set aside for a group's reservations is called: A) an overrun situation. B) the wash factor. C) a block. D) a book.
c
The flow of business through a hotel is best described in terms of: A) front desk functions. B) the audit trail. C) the guest cycle. D) the property management system.
c
The interface between a hotel's property management system and the associated automated devices located throughout the hotel property allow the front office auditor to focus primarily on: A) balancing guest accounts. B) generating the hotel income statement. C) auditing. D) verifying guest charges with the affected revenue outlet(s).
c
The largest single charge on a guest account is normally for: A) room service. B) transportation. C) the guestroom. D) food and beverage service.
c
The standard rate for a particular room is typically called the __________ rate. A) desk B) room C) rack D) AP
c
Unpaid guest account balances result from: A) due outs. B) sleepers. C) skippers. D) stayovers.
c
When dealing with an irate guest, a hotel employee should: A) have the guest contact the general manager directly. B) summon a security officer in case the guest become violent. C) isolate the guest if possible, so other guests won't overhear. D) walk away in order to give the guest an opportunity to calm down.
c
Which of the following focuses on energy efficiency in appliances and pieces of equipment? A) The Leadership in Energy and Environmental Design (LEED) program B) the U.S. Green Building Council (USGBC) C) the Energy Star Program D) the Prince's Foundation for the Built Environmental
c
Which of the following front office applications of a computer-based property management system eliminates the need for guest folio cards and posting machines? A) a reservations module B) a point-of-sale module C) a guest accounting module D) a rooms management module
c
Which of the following is a recommended procedure for handling a guest complaint? A) Avoid being specific about a time for completion of corrective actions. B) Suggest that the problem is not as serious as the guest might think. C) Give the guest your undivided attention and listen with concern. D) If busy, try to pass the complaint off to a different department or manager.
c
Which of the following is an alternative work scheduling practice that allows two or more part-time employees to fulfill the responsibilities of one full-time position? A) reasonable accommodation B) job specification C) job sharing D) flex time
c
A statement of all the transactions that affect the balance of a single account is called a(n): A) ledger. B) journal. C) account. D) folio.
d
Qualifications for a position, such as formal education, work experience, and general knowledge, are called: A) job descriptions. B) essential functions. C) job analysis factors. D) job specifications.
d
The executive committee of a national trade association must hold an emergency half-day meeting within the next ten business days. The committee is composed of busy executives from across the country who lead large business organizations. The association would likely book the meeting at: A) a resort. B) a convention hotel. C) a conference center. D) an airport hotel.
d
The key to delivering quality service is the hotel's: A) classification and rating. B) range of amenities. C) decor and ambiance. D) consistency of service.
d
The majority of hotel guest complaints result from: A) employee attitudes. B) overcharges. C) overbooking. D) equipment malfunction.
d
What is a pick-up rate? A) The dollar amount the hotel charges a group to compensate itself for blocking guestrooms that the group ultimately couldn't use. B) The positive difference between the expected number of meeting attendees and the actual number of attendees. C) The positive difference between the revenue the hotel thought it would earn from the group business and the revenue it actually earned. D) The difference between the number of guestrooms that group members actually book and the number of guestrooms the hotel originally block for the group use.
d
Which of the following best describes a group master account? A) The file containing information on potential uncollectible accounts. B) The account file that contains the names of all customers having direct billing privileges. C) The file containing all of the pertinent information about a specific group. D) The account to which the room and tax portion of each of the group's guests is billed.
d
Which of the following cash transactions would be posted to a guest's folio? A) cash payment for a newspaper at the front desk B) cash payment for items in the hotel gift shop C) cash payment for dinner in the hotel dining room D) cash payment of room charges
d
Which of the following describes a room with the status "due out"? A) The room cannot be assigned to a guest. B) The guest has departed, but the room has not yet been cleaned and readied for sale. C) The room has been cleaned and inspected and is ready for an arriving guest. D) The room is expected to become vacant after the following day's check-out time.
d
Which of the following is a recommended strategy for upselling rooms to walk-in guests? A) Give the guest a range of room rates, and describe the rooms that fit the guest's stated rate preference. B) State the features and benefits of each category of room, and mention the rate only if the guest asks. C) Offer a less expensive room only if the guest rejects a more expensive room. D) Describe the features and benefits of each available room category first, then mention its rate.
d
Which of the following is a typical step in canceling a non-guaranteed reservation? A) obtaining the guest's name and address B) asking for the number of rooms reserved C) accessing the reservation record D) all of the above
d
Which of the following should be included on an express check-out form? A) space for the guest to provide a forwarding address B) a statement and explanation of late check-out policies, including a schedule of late check-out fees C) a questionnaire asking guests to evaluate the service they experienced during their stay D) a statement that the amount applied to the guest's credit card account may be more than the amount shown on the guest's copy of the express check-out folio
d
Which of the following types of hotels is most likely to require payment in full prior to a guest's day of arrival? A) airport hotel B) convention hotel C) commercial hotel D) resort hotel
d