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LS HTMP Final Review
Everything START
| Question | Answer |
|---|---|
| The hospitality industry is comprised of mainly lodging businesses. True or False? | False |
| The largest type of private club is the country club. True or False? | True |
| __________ clubs are generally found in office buildings and are often open only for lunch. | Dining |
| A __________ is any group of people who gather together for a specific purpose. | Meeting |
| On a cruise ship, the __________ is the ship’s banker, information officer, human resources director, complaint handler, and is second in command of the hotel division. | Purser |
| In the lodging industry, groups of guests with similar characteristics are considered a _________. | Market |
| A __________ is the authorization granted by a hotel chain to an individual hotel to use the chain’s trademark, operating systems, and reservation system in exchange for a percentage of the hotel’s revenue plus certain other fees. | Franchise |
| What type of hotel is usually found in a place where people like to travel because of its weather, beauty, attractions, or history? | A resort hotel |
| What type of property is not connected with any established hotel company and is owned by an individual or group of investors? | An independent hotel |
| You are making hotel reservations for an upcoming trip. You want more services and amenities than are typically found in the economy/budget segment, but do not want to pay prices associated with first-class hotels. What type of hotel would you stay at? | A mid-priced hotel |
| Suppose that you work at a hotel, and one of your responsibilities is to shape the products and services of that hotel to meet the needs of prospective guests. In what division would you likely be working? | The marketing division |
| In most hotels, which division serves as the central reason for the lodging property to exist? | The rooms division |
| __________ __________ generate income for a hotel through the sales of services or products to guests. | Revenue centers |
| Hotels are organized into __________ __________, or divisions, based on the services the hotel provides. | Functional areas |
| Taking care of the hotel’s physical plant and controlling energy costs are the responsibilities of the __________ division. | Engineering |
| Which of the following is NOT one of the triple bottom line benefits of going green? | Electronic |
| Reduced labor costs are considered a(n) __________________ benefit? | Economic |
| ____________________ is a way of doing business that says a company shouldn’t take more than it gives back. It should not sacrifice tomorrow for today’s need. | Sustainability |
| Many properties try to reduce the use of _______________ materials or use chemicals that are more environmentally friendly. | Hazardous |
| An aggressive recycling program for solid wastes such as paper, aluminum, and plastics is an example of a ____________ ____________ program. | Waste management |
| Imagine you have just been named to a committee in charge of green practices at a hotel. The committee shows you several ideas it has. What might be included? | 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 want to make a reservation at a hotel that offers the best available services with beautifully decorated rooms. You do not mind paying a guestroom rate that is 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 |
| There’s an old saying in the world of hospitality: “If you want to sell what the guest buys, you must see the world through the guest’s __________.” | Eyes |
| __________ __________ means meeting any and all guests’ needs in the way that they want and expect them to be met. | Guest service |
| Providing exceptional guest service is merely a competitive advantage in the hospitality industry today. True or False? | False |
| Guests who don’t receive high quality service at a lodging property will likely let others know about it. True or False? | True |
| Providing guest service to lodging guests benefits the guests and the property but usually not the employees. | False |
| It is important that lodging employees keep personal problems from affecting the quality of their work. True or False? | True |
| Work done with the employee in mind is sure to make a good impression on the guest True or False?. | False |
| __________ is a lodging employee’s positive attitude or feeling of pride. | Spirit |
| __________ means “worthy of imitation; a model of behavior.” | Exemplary |
| Lodging employees should be aware of how they look from the __________ perspective. | Guest’s |
| Lodging employees are guest service amateurs who are practicing to become guest service professionals. True or False? | False |
| Guest service should always involve doing the unexpected and going the extra step. True or False? | True |
| When serving international guests, lodging employees should: | Inform international guests of available services such as language services and currency exchange. |
| One technique lodging employees use for providing guest service is: | Taking care of the guest’s needs themselves, when possible. |
| When serving guests with disabilities, lodging employees should: | Ask whether assistance is needed before providing it. |
| __________ complaints usually concern problems with temperature control, elevators, door keys, room furnishings, and so forth. | Mechanical |
| Employees in each department should keep a __________ of complaints made. | Log |
| Guest service can turn a potential negative situation into a positive experience for the guest. True or False? | True |
| If guests do not get a chance to complain, it can harm the property’s business. True or False? | True |
| Attitudinal complaints result from long waiting lines, untidy rooms, or ignored requests for additional supplies or amenities. True or False? | False |
| What is guest service? | Meeting any and all guests’ needs in the way that they want and expect them tobe 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. |
| Which of the following statements most accurately reflects 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. |
| Which of the following is NOT a technique lodging employees use for providing guest service? | Looking at every situation from the lodging employee’s point of view |
| 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 simply must lift weights each morning during his stay, but so has been unable to locate the fitness center on property. The property has no fitness center and there are none 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 |
| Which of the following reasons has been cited as an advantage to a hospitalitycareer? | Career growth opportunities |
| Suppose you are a hospitality manager, and you want a chance to exercise your imagination and creativity in such matters as menu selection, party planning, and sporting events. What career path is most likely to allow you to do all of these things? | A club career path |
| Within the hospitality industry, luxury restaurants are sometimes called __________ __________ restaurants. | White tablecloth |
| A __________ is an advertisement for yourself. | Resume |
| __________ food companies are generally hired by organizations whose major business purpose is not food service, although the organizations still provide it. | Contract |
| _____________ is how others perceive hospitality employees; it is largely formed by our appearance, personality, and posture. | Image |
| _____________ refers to the way a person acts, looks, and thinks. | Personality |
| A well-groomed hospitality employee indicates to the guest that the hotel itself is clean. True or False? | True |
| When you display a pleasant personality, guests are more likely to feel that you know what you are doing. True or False? | True |
| When guests check into a hotel, they would rather see employees who are leaning against a well with their arms crossed than employees who are standing straight, facing them, and smiling. True or False? | False |
| Most employee dismissals result from the employee’s violation of rules. True or False? | False |
| Personal telephone calls are acceptable at work as long as they do not interfere with guest service. True or False? | False |
| Give an example of an employee engaging in professional behavior on the job. | Reporting an activity that could be considered a discredit to the property c. Robin |
| Give examples of employees engaging in unprofessional behavior on the job. | Coming to work in a rumpled uniform; Making a telephone call without permission |
| How is the rest of the team likely to be affected when a co-worker is unexpectedly absent from work? | Everyone else must adjust to balance the workload. |
| A fellow co-worker frequently gives you pointers on how to do your job better even though you are one of the star performers at your property - implying he knows more about the job than you do. You find it amusing, but annoying. What should you do? | Discuss the situation privately with the co-worker and explain how it makes you feel. |
| A ___________ is a type of informal work group that occurs when two or more members of a formal group have set their own goals, which they consider to be more important than the goals of the formal group. | Clique |
| Every work group or team has a ___________ who affects the behavior of the membersof the group. | Leader |
| Formal workgroups form when individuals have common interests, backgrounds, and experiences. True or False? | False |
| If co-workers don’t like their jobs, their bosses, or their property, or they really don’t want to provide quality service to guests, many other employees are likely to share the same attitude. True or False? | True |
| If a guest has a bad experience because one employee does not do his or her job correctly, the guest’s bad experience is likely to affect the whole team. True or False? | True |
| ______________ is a variety among people that forms the basis for bringing unique perspectives and creative contributions to the workplace. | Diversity |
| ______________ is a complex set of beliefs, customs, skills, habits, traditions, and knowledge shared by a group of people. | Culture |
| Suppose you are a member of a diverse work team. Which of the following tips should you follow when communicating with a co-worker whose culture and native language are different from yours? | Look for clues that the co-worker may not understand you, such as a faraway look or wrinkled forehead. |
| A guest arrives at your property with a seeing eye dog and seems unsure of where to go. How can you best help this guest? | Ask the guest if she needs help. |
| The best way to work as part of a culturally diverse group is to: | Admit that differences exist and talk about them. |
| 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 |
| This is a false statement about professional hospitality employees. | Professional hospitality employees always care about their guests and co-workers, never themselves. |
| These are true statements about professional hospitality employees. | Professional hospitality employees treat others as they would like to be treated; Professional hospitality employees are respected because of their dependability, their attention to detail, and the pride they take in work done well. |
| At the end of your training as a new hotel employee, your boss offers suggestions for improving your performance. You're frustrated and overwhelmed with new responsibilities, yet your boss has been too busy to answer questions. How should you respond? | “I still have a few questions. Can we schedule time to talk about them?” |
| What would be the result of reporting to work under the influence of alcohol or drugs? | Immediate dismissal |
| What would be the result of a hospitality employee behaving rudely or disrespectfully to guests, performing poor quality work or failing to maintain productivity standards, or failing to wear proper uniform and approved name badge? | Disciplinary measures not resulting in immediate dismissal |
| A group of housekeepers has a supervisor who coordinates, directs, and controls the work of the group and is responsible for helping the housekeepers work together as a team. This is an example of 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. True or False? | True |
| Your property is sponsoring a staff dance-a-thon. Your supervisor asked you to distribute invitations to all employees. You wonder if inviting an employee in a wheelchair when she won’t be able to dance is 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 will most likely make a good first impression? | An employee with good grooming, a pleasant personality, and good posture |
| To lift items safely, you should always bend your knees, not your waist. True or False? | True |
| Disposable latex or nylon gloves can be reused if they have been properly disinfected. True or False? | False |
| Suppose that during your shift, you accidentally spill a caustic cleaning liquid. What should you do? | Post a danger sign to warn guests and employees of the presence of the dangerous chemical, and take steps to make sure the cleaning liquid is cleaned as soon as possible. |
| Why is it important for employees who must handle items that may contain bloodborne pathogens to take safety precautions? | Bloodborne pathogens can cause the Hepatitis B Virus (HBV), the Human Immunodeficieny Virus (HIV), and other infections. |
| A document that lists a product’s hazardous components, health hazard data, spill or leak procedures, and special precautions or protective gear required when using the product is called a: | Material Safety Data Sheet (MSDS). |
| A regular check of a property’s building and grounds is called a _________. | Patrol |
| A __________ key can be used to open any guestroom door that is not double-locked. | Master |
| It is important for all lodging employees to know what guestroom security equipment is used at the property and be able to tell guests how to use that equipment. True or False? | True |
| The safest place for a guest to leave valuables is locked in a suitcase in his or her room. True or False? | False |
| Lodging employees can help control key use by keeping any property keys attached to a belt, wrist band, or neck chain at all times during their shift. True or False? | True |
| Suppose a guest at your property has had valuables stolen from his room. After you have reported the theft to a supervisor or manager, you should: | Offer to secure the guest’s other valuables in your property’s safe deposit box. |
| What should you do if a person is acting suspiciously at your hotel and you think the person looks dangerous? | Inform security. |
| Areas in a property that are open only to guests, their visitors, and on-duty employees. | Guest areas |
| Areas in a property that are open only to employees on duty. | Employee areas |
| Areas in a property that are open to all people. | Public areas |
| If an employee receives a found item, he or she should immediately call the guest to whom the found item belongs. True or False? | False |
| Conventions, parties, special events, and VIP guests can pose unique security concerns for a property. True or False? | True |
| Security efforts must be well-documented to prevent and respond to _____________. | Lawsuits |
| An _____________ report is a daily log that gives detailed descriptions of what happened on a particular day and at a particular time during a shift. | Activity |
| An _____________ report focuses on one unusual event that happened during a shift and that directly affected security (such as an accident, emergency, or crime). | Incident |
| Fire extinguishers labeled “A-B-C” can be used to put out all fires except those fueled by __________________ elements such as gasoline or oily rags. | Combustible |
| The _______________ ________________ is used to dislodge an obstruction when someone is choking. | Heimlich maneuver |
| During your shift, a fire alarm is triggered. Your property has had several false alarms recently and you suspect that this is another one. What should you do? | Treat it as the real thing until a manager or emergency personnel confirm that it’s a false alarm. |
| During a power failure, it is best if guests: | Remain in their rooms unless it is absolutely necessary that they leave. |
| If a guest has a life threatening medical emergency, who should start first aid procedures while waiting for emergency personnel? | Only an employee who has proper training |
| 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. |
| Handling lost and found items is typically the responsibility of the security department. True or False? | False |
| List some typical 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. |
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