Question
click below
click below
Question
Normal Size Small Size show me how
LS HTMP Final Rev. 2
Everything START Rooms Division
Question | Answer |
---|---|
The __________ __________ is the most visible department in a hotel. | front office |
The __________ department often employs the largest staff in the rooms division. | housekeeping |
maintains guest accounts and monitors credit limits | front office |
handles room-to-room and outgoing calls | communications |
provides parking service for guests’ automobiles | uniformed service |
The __________ __________ usually contains information such as a guest’s planned length of stay and intended method of payment. | registration record |
Pre-arrival, arrival, __________, and departure are the four stages of the guest cycle. | occupancy |
During this stage of the guest cycle, front office employees can find out whether guests were satisfied with their stay and encourage them to return. | departure |
What stage of the guest cycle begins when the guest first sees the hotel’s sign and parking lot? | arrival |
What type of records do properties use to create guest history files? | expired registration records |
For the protection and comfort of guests, front office employees should suggest only restaurants, entertainment sites, and attractions that are located in __________ areas of the community. | safe |
When riding elevators with guests, lodging employees are always the __________ ones on the elevator and the __________ ones off the elevator. | last, last |
It is proper telephone courtesy to answer the telephone within four rings. | False |
Adjacent rooms are next to each other and connected by a door. | False |
Concierges, PBX operators, front desk employees, and bell attendants all play a part in a property’s security system. | True |
One way that housekeeping employees can work together with engineering employees is by identifying needed repairs and filling out a __________ __________ form, if necessary. | maintenance request |
To help protect themselves from cleaning chemicals, housekeeping employees should clearly mark all _______ __________ with proper labels | spray bottles |
Housekeeping employees should not loan their housekeeping keys to any one other than their supervisors. | False |
If housekeeping employees notice a pet or signs of a pet, they should inform their supervisors. | True |
Housekeeping departments typically take inventory for linens, towels, bathmats, and washcloths every month. | False |
What type of customers usually like to take a relaxed approach to shopping in a lodging property retail store and may demand more detailed information about products? | vacationing guests |
The complete responsibilities of the concierge position include: | providing whatever the guest needs or wants, if possible and within ethical limits. |
Working in a retail store within a lodging property is very similar to working in a department store or mall location. | False |
Going out to dinner or for drinks with guests is one of the job responsibilities of the concierge position. | False |
Interacting with vendors and shipping personnel is one of the expectations of a lodging property retail cashier. | True |
Suppose you are a front office employee and a guest asks you for directions to the nearest Italian restaurant. Which of the following directions would be most helpful and appropriate? | Exit the hotel parking lot and turn right. The first stoplight you reach will be Facet Street spelled F-A-C-E-T. Turn left on Facet Street and go 1/2 mile. Guido’s Italian restaurant will be on your right. Would you like me to repeat those directions? |
Suppose you are a housekeeping employee. After your break, you go to the 2nd floor to clean the next guestroom on your list. When you arrive, you realize that you have lost your housekeeping key and cannot get into the guestroom. What should you do? | Report the lost key immediately to your supervisor. |
Imagine you are a concierge & one of your guests holds several “closed door” business meetings during the week of his stay. One of the guestroom attendants notices & asks you what type of business the guest is in.& about the meetings. What should you do? | Protect your guest’s privacy by not sharing what you know about him and his meetings with the guestroom attendant. |
Which of the following tasks is most likely to occur during the departure stage of the guest cycle? | creating a guest history file |
Suppose you arrive at a hotel. What area of the hotel would you go to for registration and receiving a room assignment? | the front desk |
Retail operations within a lodging property are generally: | small, with as few as two to three employees running the location. |
This department plays a key role in keeping a lodging property clean and fresh. | the housekeeping department |
Which department of a hotel employs guestroom attendants? | the housekeeping department |
Reservationists and PBX operators are the most crucial employees during this stage of the guest cycle. | pre-arrival |
Imagine you are a front office employee. A business guest approaches you saying he would like to return to your property with his family. He says he will need 2 bedrooms and a living room. What type of guestroom accommodation does he need? | a two-bedroom suite |
For many guests, a front desk representative is their first contact with theproperty. | True |
“POS” stands for “pledge of service.” | False |
Why is it important for front desk representatives to know about guestroom equipment and amenities? | If the front desk representative doesn’t tell guests about those conveniences, they may never find out about them. |
Examples of target markets at which a property could aim its sales efforts might include: | business travelers, families with children, newlyweds, seniors |
A front desk computer system that combined functions such as reservations, check-in, check-out, room assignment, and room rate and status management is called a: | property management system. |
The primary types of guestroom reservations are called leisure reservationsand corporate reservations. | False |
Many lodging properties partner with airlines to offer frequent flyer guests bonus mileage points with the purchase of a guestroom. | True |
The standard (non-discount) rate set by management for a specific type of room is called a ________ rate. | rack |
Guests who are not checking out on the current day are called ________________. | stayovers |
A room inventory term that refers to a group of rooms that are set aside for members of a group planning to stay at the property is called a __________. | block |
Logbooks are useful for passing information along to different shifts at a property, but they are not legal documents as they are not drawn up by an attorney. | False |
Replacement guestroom keys should be given only to registered guests and their families. | False |
Suppose you are busy checking in a guest at the front desk when a line begins to form of other guests waiting to check in. What should you do? | Welcome guests joining the line with a nod or smile. |
A guest presents a credit card at check-in that is not approved or authorized by the credit card company. How should you handle the situation? | Politely ask the guest for another card or another form of payment. |
A business traveler arrives for check-in. You recommend a larger room with a desk & high-speed Internet access. After you describe the features & benefits of the better room, the guest agrees to _________. | upselling |
A __________ is a statement of all transactions affecting the balance of a guest’s account. | folio |
You can refer to your property’s _______ _____________ ____________ to help guests select local restaurants, attractions, or entertainment sites. | guest information directory |
You can access a guest’s account on a computerized point-of-sale system by typing in the guest’s room number or the first few letters of the guest’s last name. | True |
Most properties set a maximum dollar amount for which they are liable if something should happen to valuables placed in a property’s safe deposit box. | True |
If there is a problem with a guest’s room, the guest should be moved to a higher rate room at no additional charge. | False |
Before completing a guest check-out, you should check for any remaining mail or messages. | True |
Guests who are checking out may need help with a taxi, courtesy transportation, limousine service, or luggage storage. | True |
Suppose you are reviewing an account with a guest who is checking out. What should you do to make sure the account is up to date? | Ask if the guest made any other charges recently. |
A late charge is: | a guest charge that doesn’t reach the front desk until after the guest has checked out. |
Which of the following is a common credit card mistake when checking out a guest? | accepting an invalid card |
A front desk representative is primarily responsible for: | checking guests in and out of the property. |
A tool that enables front desk representatives to organize rooms according to their current availability and/or status is called a(n): | room rack |
Room status terms: | tell whether a guestroom is clean and ready to be occupied. |
It is a busy weekend and your property is overbooked. You have more reservations than rooms available. What should you do for the guests with reservations who arrive after the property is full? | “Walk” the guests to another property where they will be accommodated at no cost. |
Suppose that a guest approaches the front desk to request a room but has not made a prior reservation. What should you do? | Check whether there are available rooms. |
What information should always be included on safe-deposit-box cards? | the guest’s name, room number, and the box number |
Suppose you are working at the front desk when a guest calls to request additional towels for her room. This is typically something handled by the housekeeping department. What should you do? | Call the housekeeping department for the guest and ask them to deliver the towels. |
You are checking out a guest when the guest disputes a telephone charge, claiming that he did not make any calls from his room. What should you do? | Apologize for the confusion and ask the guest to wait while you look into the matter. |
A guest calls the front desk on the day he is scheduled to leave to find out if he can request a late check-out. Under what circumstance would you be able to honor the guest’s request? | only if it will not prevent the property from having rooms available for arriving guests |
Which of the following types of guests would not be able to use an express checkout service? | guests with a balance who are paying by cash or check |
Travel agents are more likely to book rooms at a property when they get their __________ quickly. | commisions |
__________ help reservationists ask for information in the order that is most efficient for them and the caller. | Scripts |
Why are group reservations very beneficial to a lodging property? . | Group reservations keep occupancy levels high and bring in a lot of revenue. |
One way in which reservationists can be excellent team players is by: | telling engineering staff members about needed repairs and initiating maintenance requests, if necessary. |
Which one of the following is a common task performed by reservationists? | blocking rooms and arranging forecast reports |
Central reservation systems have created standardized reservation computer systems that are used by all lodging properties. | False |
Revenue management is the process of figuring out how to balance occupancy and prices to maximize room revenue. | True |
Room __________ helps reservationists sell the highest rates the occupancy levels will allow. | forecasting |
When a hotel has forecasted an excess demand for rooms, it might use ____________ ____________ to help determine which guests will bring in the most money for the hotel. | stay controls |
When used with the reservations system, a __________ __________ system can help reservationists give a personal touch for repeat guests. | guest history |
Reservationists make reservations only by telephone. | False |
Reservationists document phone calls they receive on a reservation call conversion form. | True |
Which upselling technique describes the lowest priced room first, and then suggests extra amenities and benefits the caller could enjoy in a more expensive room? | Bottom-up |
What do reservationists tell callers who request a special arrangement or room featurefor their reservation? | that they will do their best, but they cannot guarantee a specific room |
How do reservationists respond to guests who request information such as brochures or rates sheets? | by gathering the information and sending it to the guest’s address on the same day |
__________ reservations reduce no-shows and ensure the property is paid if the room is not cancelled. | guaranteed |
Properties that get heavy group business use a __________ __________ __________, which is part of the reservation computer system and provides one folio for the entire group. | group reservtion master |
Travel agents receive a courtesy commission for cancellations or no-shows. | False |
If a guest does not provide an advance deposit in the allotted timeframe, reservationists leave the reservation as a guaranteed reservation. | False |
Reservationists handle cancellations with the same guest service they would show for a reservation. | True |
Imagine you are a reservationist. You receive a call, and the caller asks to reserve 15 rooms for three nights. What should you do? | Transfer the caller to the sales department. |
What is the primary responsibility of reservationists? | to make arrangements for guests to stay at the lodging property at a future date |
What sort of revenue management tactic allows reservations to be taken for a certain date as long as the guest arrives before that date? | close to arrival date |
During an overactive hurricane season occupancy rates are low & to help increase those numbers the property is offering its deluxe Oceanside suites at a discount rate. As a hotel reservationist, what is the best response to explain the reduced room rate? | “We’re offering you a free upgrade to one of our deluxe rooms. We think you’ll really like it.” |
Suppose you are a reservationist, and you want to provide the front desk representatives with information for managing today’s arrivals, departures, walk-ins, and same-day reservations. Which report would you give them? | the four-day forecast |
Suppose you are a reservationist, and your caller requests an accessible room. You note the request on the reservation record and block the room. What else should you do? | Pre-assign the room to ensure that one will be available. |
Imagine you are booking a guestroom reservation, and you want to hold the room until the property’s cancellation hour, which is 6 p.m. What type of reservation should you make? | a non-guaranteed reservation |
What is upselling? | a way of selling a more expensive guestroom than the one the guest originally requested |
Where do reservationists input reservation information they receive from callers? | reservation record |
Why is it important for a reservationist to be familiar with a script before taking reservation calls? | the more familiar they are with the script, the more natural they will sound |
The primary job of the PBX operator is operating the property’s _________ _________. | telephone switchboard |
PBX operators can be excellent team players by helping front desk employees make__________ __________. | wake-up calls |
Pronouncing words carefully and speaking at a normal rate—not too fast or too slow | clarity |
Admitting if you do not know an answer to a caller ’s question and offering to find the answer | integrity |
Saying nothing rather than something that is inappropriate | tact |
The front office computer system consists of the main switchboard and the multi-line telephones at the front desk, in reservations, at the bell stand, and throughout the front office area. | False |
Emergency phone numbers, department manager home phone numbers, and the telephone problem and procedures manual are kept in the PBX information directory. | True |
Where do PBX operators record information for wake-up calls, such as the exact time of the wake-up call and the guest’s name and room number? | the guest call sheet |
PBX operators are expected to report suspicious people. Suspicious people are:. | anyone who makes a guest or employee feel something might be wrong. |
Which of the following devices is not generally used by PBX operators for communicating and providing information? | a ham radio |
Before providing guests with information about the property and suggestions for what to do in the local area, PBX operators first __________ carefully to guests to find out what they want to know. | listen |
If PBX operators delay getting an overnight delivery to a guest, it could cost the property a __________ guest. | repeat |
PBX operators are more likely to encounter dissatisfied guests than any other position of a lodging property. | True |
Information about restaurants, transportation, and cultural attractions can be found in the guest information directory. | True |
If the information guests request about a function at the property is not on the function sheet, then the function is not being held at the property. | False |
PBX operators transmit __________ codes to police, firefighters, and other officials during an emergency event. | emergency |
PBX operators should record the details of a prank phone call in the front office __________ and report the matter to management. | logbook |
When the need arises to evacuate a property, what floor should be evacuated first? | the floor on which the emergency is happening |
How much information should PBX operators give guests when using the public address system to evacuate a property? | only what is required |
Suppose a PBX operator receives an emergency call. The emergency involves someone other than the caller who is injured. What should the PBX operator tell the caller? | to remain with the injured person until help arrives |
You are a PBX operator & you encounter a guest who is extremely upset. He says he returned from an exhausting day of business negotiations to find his guestroom still dirty & his dry cleaning not delivered to his room. What is your best first step? | Listen intently and allow the guest time to explain how he feels. |
Imagine that you are working at a lodging property and you receive a phone call from a person threatening to bomb the property. How should you respond? | Keep the person making the threat on the line as long as possible. Gather as much information as you can. |
While working at a lodging property the fire alarm goes off. Shortly thereafter, you receive a call from a worried guest wanting to know what the alarm is all about. How should you respond? | Remain calm, reassure the guest that the situation is under control and investigation, and keep the call short |
Why is it important for PBX operators to keep track of guest’s responses to their wakeup calls? | Keeping accurate records allows PBX operators to properly respond to any potential problems or complaints. |
What is the best way to keep the PBX station clean and orderly? | Throw out or recycle useless papers, dust the equipment, and pick up trash throughout each shift. |
Why are PBX operators considered to be a valuable and necessary part of lodging operation teams? | Guests and co-workers depend on PBX operators for a fountain of information, services, and communication. |
You are a PBX operator & receive a call from a house phone. The caller says she is having trouble locating the League of Women’s breakfast to be held at your property this morning. Where do you find the information you will need to assist this caller? | the daily function sheet |
You are a PBX operator. Your supervisor asks you to stock your area with four “par” of message pads for your shift. In training, you learned that you need 2 message pads for each shift worked. How many message pads do you need to stock? | eight |
When a caller to the PBX operator asks what there is for kids to do on property, you suggest “Kids Night Out” with pizza & movies. Being familiar with programs & readily answering ?s demonstrates __________, 1 of 9 qualities of an excellent PBX operator. | confidence |
Imagine that you are working at a lodging property and you receive a phone call from a person making obscene statements. How should you respond? | Hang up immediately. Record the call in the front office log book and report thematter to management. |
Proper tip etiquette dictates that when a bell attendant accepts a tip, he or she should look at the __________, not the tip. | guest |
Key control is extremely important in a valet parking service operation. When a bell attendant returns from parking a guest’s vehicle, the vehicle keys should be immediately secured in the valet ______ ______________. | key cabinet |
The position where bell attendants stand from where they will perform a task that will likely earn a tip. | “front” position |
The position where bell attendants stand while not helping guests or co-workers. | “post” position |
The position where bell attendants stand from where they will perform a task that will likely not earn a tip. | “last” position |
Bell attendants should never open the door of an arriving guest’s vehicle unless the guest has instructed them to do so for the attendant. | False |
.The typical luggage claim ticket has two parts: one for the guest, and one for the attendant. | True |
Which of the following most accurately describes a step to follow when loading luggage onto a luggage cart? | Heavier or larger items should be placed on the bottom. |
The entire procedure of checking guests in and taking them and their luggage to the guestroom is referred to as: | rooming guests. |
Which of the following is the most likely reason why bell attendants should not expect a cash tip from large group guests? | For most large groups, gratuity is included in the package price. |
Larger properties will often have a staging area for taxi companies to wait for guests who need a ride. This staging area is also referred to as a ________ ________. | taxi line |
When bell attendants arrange reservations at a local restaurant for guests who have their own vehicle, they should also provide the guests with clear ____________________, so the guests do not get lost. | directions |
Bell attendants are the employees who typically provide courtesy transportation to guests. | True |
Bell attendants do not attempt to disturb or interact with guests while providing them courtesy transportation. | False |
Bell attendants should not perform an errand for guests that is illegal or immoral. | True |
As a part of their job, bell attendants are often asked to make ____________________ of items such as express check-out packets to guestrooms. | deliveries |
Sometimes a bell attendant will show a guestroom to a potential guest. In these situations, only ____________ and __________ rooms are shown. | vacant, clean |
By checking a guestroom to see if it is occupied, bell attendants help the front desk determine: | the current status of the guestroom. |
When guests receive mail, messages, faxes, or packages that are considered urgent, they are: | given top delivery priority. |
Which of the following is not an item typically delivered to guestrooms by bell attendants? | a DVD player |
One way for bell attendants to help keep the front entrance areas clean is to walk through these areas and look at them from the __________’s perspective. | guest |
Lost and found items are typically kept in a secure place for at least ____ days. | 90 |
A bell attendant should always perform an errand requested by a manager, regardless of the nature of the errand. | False |
If a bell attendant causes a vehicle accident, he or she should admit fault at the scene. | False |
A thorough description of an accident, usually in the form of an accident report, is needed for insurance purposes. | True |
As a bell attendant at a property that offers valet parking, you have just finished unloading a guest’s bags and you ask the guest if she would like valet parking. She declines, saying she would prefer to park her own vehicle. What should you do next? | Politely ask her to park her vehicle in the guest parking area before checking in. |
You are a bell attendant. A young couple who has just gotten engaged & want to do something romantic, approaches you to get a limousine to take them around the town. What type of limousine service is this? | unscheduled luxury limousine service |
You are a bell attendant and you are currently providing some information to guests who are senior citizens. What is some information these guests would typically be interested in? | location of a coffee shop, pharmacy, or gift shop |
As a bell attendant at the entrance of a resort, you direct an arriving guest into the drive-up area. He barely pulls under the covered area & stops the car to get out, even though you are still gesturing for him to pull forward. What should you do? | Greet and welcome the guest, then politely ask the guest to pull the vehicle forward. |
You work days as a bell attendant at a large resort. A front desk representative is helping a guest who checked in a few minutes ago. They look directly at you and you hear, “Courtesy please!” Which type of service you are most likely to perform? | Help the front desk representative give correct driving directions to the guest. |
You are a bell attendant and have just been asked to deliver a crib to room #408. In addition to the crib, what other courtesy items should you bring to these guests? | extra towels and soap |
As a bell attendant driving guests in a courtesy vehicle, you stop for a red light and are suddenly hit from behind by. Both you and the other vehicle proceed to the side of the road. Which of the following best represents what you should do next? | Notify someone at the lodging property immediately. |
You are a bell attendant standing in the front position near the bell stand. Mrs. Smith, a guest whom you have helped previously, approaches you with a bag of clothes that she would like laundered. What should you do in this situation? | Make sure that Mrs. Smith has filled out a laundry slip, then place the bag in a secure area. |
A guest is leaving and asks that you, the bell attendant, call a taxi for him from Global Taxi. Your property has a contract with Speedy Cab, but you honor his request. The taxi driver walks toward luggage you have placed on a cart. What should you do? | Tell the driver that you will load the guest's luggage into the taxi’s trunk. |