Ch 6: Communication is vital to front office operations because nearly everything that happens in a hotel affects the front office, and vice versa. Front office staff must communicate with:        

1. All the above one another
2. personnel in other in other departments (i. e. housekeeping, engineering, maintenance, marketing)
3. personnel in other divisions
4. guests

Ch 6: “Revenue Centers” in a hotel include           

1. All the above
2. Dining rooms, snack bars, specialty restaurants
3. Room service
4. Banquet, meeting, and catering facilities
5. Golf courses, health clubs, exercise rooms

Ch 6:  The Gift Shop in a hotel is considered to be a “Revenue Center.”    

1. TRUE
2. FALSE

Ch 6: Regarding hotel guest complaints, typical complaints can be separated into five general categories, including mechanical, connectivity, attitudinal, service-related, and unusual.

1. TRUE
2. FALSE

Ch 6:  Regarding hotel guest complaints, one of the first steps in taking corrective action is to  _________ (one word) the problem.

1. Identify
2. Solve
3. Run away

Ch 7. Every property should have a good security program that includes:               

1. All the above
2. Doors, locks, key control, and access control
3. Guestroom security
4. Control of persons on premises
5. Perimeter and grounds control

Ch 7:  Properly trained staff is the best way to provide security in a hotel. Their standard staff security procedures should include:                                                                          

1. All the above
2. Never say a guest’s room number out loud at the front desk.
3. Front desk agents should require identification from anyone who asks for a key.
4. Room attendants should not allow anyone in a guestroom without a key.
5. Valet parking should use a numbered three-part form to control cars.

Ch 7:  When management is setting up a property’s security program, their program may include: establishing working relations ships with local law enforcement, choosing whether to use contract or in-house personnel, and creating an effective security training program for all employees.

1. TRUE
2. FALSE

Ch 7:  To fully understand the official/legal role of a hotel security officer, it must be known that a hotel security officer, in the absence of any special commission, deputizing, or state statute, possesses no greater authority than any other private citizen.

1. TRUE
2. FALSE

Ch 7:  Failure to exercise the care that a reasonably prudent person would exercise under like or similar circumstances is the legal definition of the word _________ (one word).    

1. Negligence
2. Fraud
3. Carelessness

Ch 8:  The hotel front office accounting system:                                                             

1. All the above
2. Creates and maintains an accurate account record for each guest or non-guest.
3. Tracks transactions throughout the guest cycle.
4. Ensures internal control over cash and non-cash transactions.
5. Records the settlement for all goods and services provided.

Ch 8:  A hotel accounting system includes:                                                                       

1. All the above
2. Folios
3. Vouchers
4. Points of Sale
5. Ledgers

Ch 8:  In hotel accounting, “account receivable” is NOT an amount owed to the hotel.

1. FALSE
2. TRUE

Ch 8: In hotel accounting, the front office accounting formula used in posting transactions to front office accounts is: Previous Balance + Debits – Credits = Net Outstanding Balance.  

1. TRUE
2. FALSE

Ch 8:  In hotel accounting, a folio used to chart transactions on an account assigned to more than one person or guest room is called the _______ folio (one word). These folios are usually reserved for group accounts.  

1. master
2. great
3. superior

Ch 9:  Front office staff performs important functions during the checkout and account settlement process, including:

1. All the above
2. Resolution of outstanding guest account balances
3. Updating of room status information
4. Creation of a guest history record

Ch 9:  Regarding methods of settlement at checkout, a guest account can be brought to zero balance in several ways that could include:

1. Any of the above
2. Cash or debit card
3. Credit card
4. Direct billing
5. A combined settlement method

Ch 9:  Late check out is NOT a room status term indicating that the guest is being allowed to check out later than the hotel’s standard checkout time.                                                           

1. FALSE
2. TRUE

Ch 9. The guest history record is a record of personal and financial information about hotel guest relevant to marketing and sales that can help the hotel serve guests on return visits.              

1. TRUE
2. FALSE

Ch 9: “Account Aging” is a method for tracking past-due accounts, according to the ____ (one word) the charges originated

1. date
2. receipts
3. accounting

Ch 10:  The Housekeeping management team uses several reports in making sure the Front Office knows what rooms to rent, including:

1. All the above
2. Occupancy Report (listing rooms occupied that night and rooms expected to check-out the following day)
3. Housekeeping Status Report (indicating the status of each room compared to the front desk occupancy report)
4. Ten-day Report and Three-day Forecast Report (indicating how many rooms are projected to be occupied each day)

Ch 10:  The Room Status Discrepancy Report:                                                                 

1. Shows that the Housekeeping Department’s description of a room’s status differs from the room’s status information at the Front Desk.
2. Is a report from the restaurant showing how many guests dined in the restaurant.
3. Reports, meeting room status
4. Determines the room rate of a sleeping room                              

Ch 10: Preventive Maintenance is a systematic approach to maintenance in which situations are identified and corrected on a regular basis to control costs and keep larger problems from occurring.

1. TRUE
2. FALSE

Ch 10. Productivity Standards indicates an acceptable amount of work that must be done within a specific time frame according to an established standard.                                                                        

1. TRUE
2. FALSE

Ch 10: Performance Standards is a required level of performance that establishes the _______ (one word) of work that must be done.                                                            

1. quality
2. quantity
3. level