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LS HTMP Unit 1
The World of Hospitality
| Question | Answer |
|---|---|
| Imagine you have just been named to a committee in charge of green practices at a hotel. What are some ideas the committee should consider implementing? | Limit energy usage to non-peak hours where possible, turn off the computers in the sales office at night, and start a newspaper recycling plan. |
| What is almost always the single largest source of revenue for a lodging property? | Guestroom rentals |
| Suppose you want to work in a hotel, and you enjoy recruiting, training, and developing employees. In what division should you pursue a career? | The human resources division |
| Suppose you are a hospitality student. You aspire to run a luxury restaurant. What is the best first step toward making it to the top of this industry? | Work in a luxury restaurant and learn the ropes. |
| Suppose you want to work in a hotel. You like working with numbers, are organized, make careful decisions, and manage money well. Which department would be a good career match for you? | The accounting department |
| What type of hotel is smaller than a downtown hotel, has limited banquet facilities, and primarily serves business-meeting, convention, and individual business travelers? | A suburban hotel |
| Which of the following is a social benefit of environmental policies? | Greater level of trust from guests |
| Doing business in a way that gives back as much as it takes is a concept called: | Sustainability |
| You are going on a trip and want to make a reservation at a hotel that offers the best available services with beautifully decorated rooms. You don't mind paying a guestroom rate at the top of the price scale. What hotel category should you choose? | The luxury hotel category |
| Which of the following would be an argument for working in an independent hotel rather than a large hotel chain? | Better learning environment for entrepreneurs |
| What is guest service? | Meeting any and all guests’ needs in the way that they want and expect them to be met |
| Imagine that you receive a complaint call from a guest who is upset about her room service order—there is a bug in her soup. She requests that you come to the guestroom right away to respond to this problem. What should you do? | Ask an appropriate hotel employee to accompany you to the guestroom. |
| Describe exemplary guest service. | Exemplary guest service exceeds guests’ expectations. |
| When measuring guest service, whose expectations count the most? | The guests’ |
| A guest with a visual disability asks you to make change for a one hundred dollar bill. The guest says he would prefer a mix of fives, tens, and twenties. How should you handle the money when handing it to the guest? | Separate the money into bill denominations before handing it to the guest. |
| Name some techniques lodging employees use for providing guest service. | Listening closely to the guests, protecting guests’ privacy and following security procedures; and, ending a conversation with, “Is there anything else I can do for you?” |
| Why should employees keep a log of complaints made by guests? | To identify frequent problems and find ways to correct them |
| A guest who feels that rude or tactless lodging employees have insulted them would have which type of complaint? | An attitudinal complaint |
| A guest approaches you saying he must lift weights each morning, but he has been unable to locate the fitness center. You know that the property has no fitness center and that no fitness centers are available in the local area. What should you do? | Tell the guest early on that a fitness center will not be available during his stay. |
| Why should lodging property employees welcome guest complaints? | Because complaints offer a chance to resolve problems and increase guest satisfaction |
| At what point during your interaction with a guest is the guest likely to notice your appearance and form an impression of you and your hotel? | Even before you greet the guest |
| How can you tell a hospitality employee is a professional? | They treat others as they would like to be treated, are respected because of their dependability and attention to detail; take pride in work done well; and, stand out because of their good grooming, pleasant personalities, and attention to posture. |
| At the end of your training period at a hotel, you get constructive feedback w/ suggestions for improving your performance. You’ve been overwhelmed with new responsibilities, and your boss has been unavailable to answer questions. How should you respond? | “I still have a few questions. Can we schedule time to talk about them?” |
| What will happen when an employee reports to work under the influence of alcohol or drugs? | Most likely to result in immediate dismissal |
| Categorize a group of housekeepers who have a supervisor who coordinates, directs, and controls the work of the group and is responsible for helping the housekeepers work together as a team. | A formal work group |
| What is the most important factor necessary for teamwork? | A good attitude |
| As the 21st century continues, the majority of new hospitality employees will be women, African Americans, Hispanic Americans, and immigrants. What does this represent? | Diversity in the workplace |
| Your property is going to sponsor a staff dance-a-thon as a charity fundraiser. You are asked to distribute invitations to all employees. One employee uses a wheelchair and won’t be able to dance. You do not want to be insensitive. What should you do? | Give her an invitation so that she is not left out, and let her decide whether or not she will be able to participate. |
| Suppose you are a member of a diverse work team. What would you do to improve your communication with team members whose native language is different from your own? | Match your speaking pace and timing with that of the person you are talking to. |
| Imagine that you are a guest at a hotel. During your stay, you have an opportunity to interact with several of the hotel’s employees. What is most likely to make a good first impression? | An employee with good grooming, a pleasant personality, and good posture |
| OSHA regulations help keep employees safe by regulating: | Sanitation, safety, and first aid in the workplace. |
| Suppose you have recently received minor cuts on your hand from a knife when preparing a meal at home. What should you do about the cuts at work? | Cover the cuts with a bandage at all times while at work. |
| Suppose you are in a guest area when a guest tells you that she is locked out of her room. She asks if you can use your master key to let her in. What should you do? | Send her to the front desk to request a room key. |
| Property patrols are usually conducted by: | Specially trained employees such as security staff or managers |
| Suppose you are working alone when a guest reports loud noises coming from the room next door. You call the room where the disturbance is going on and speak to the guest registered for that room. What should you say? | Tell the guest that a complaint has been made, but do not say who made the complaint. |
| Imagine you are leaving your property after the afternoon shift at 11 p.m. As you walk through the parking lot, you notice that a light near your car is burned out. What should you do? | Go back into the property and report the light to someone. |
| What are some responsibilities of the security department? | Controlling access to the property, handling emergencies, and investigating incidents |
| A common security concern during conventions is: | Consumption of alcohol by convention attendees. |
| Suppose that a guest has stopped breathing. You have been trained in mouth-to-mouth resuscitation but have never attempted the procedure in an emergency situation. What should you do? | Start the mouth-to-mouth treatment immediately. |
| In the event of an elevator malfunction, you should: | Tell passengers what is being done to fix the problem and ask them to remain calm. |
| What is the purpose of a resume? | A resume is an advertisement for yourself. |
| List components you should always include on a resume. | Contact information, Education, Work Experience, Achievements, Volunteer Experience, Interest/Activities, References |
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vpowell7
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