HAMG 1313 Front Desk Procedures Final Exams

Question 1

Unionized hotel workers are concentrated in the Prairie States (think Iowa and Nebraska) and the Southeast (think Alabama and the Carolinas).

Answer 1

False

Question 2

A “road warrior” is a frequent, business traveler who sleeps away from home a great deal and battles the challenges of regular travel.

Answer 2

True

Question 3

The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.

Answer 3

True

Question 4

Quality Management gains greater attention only during economic upswings because improved occupancy provides the resources to spend on this expensive extra.

Answer 4

False – The opposite is certainly the truth, but a “quality” establishment would foster a strong TQM philosophy all the time. Such practices and cultures cannot be put into effect at a moment’s notice

Question 5

Angry guests can be mollified if the employee who caused the problem is disciplined or, in serious situations, even discharged in front of the complainer.

Answer 5

False -Employees should never be redressed in front of the guest. In most circumstances, employee error is an opportunity for management to re-train and re-direct (not terminate).

Question 6

What is the ADA?

Answer 6

E - None of the above; the ADA is not drug-related legislation

Question 7

What is TQM (Total Quality Management)?

Answer 7

E - None of the above

Question 8

When guests and employees meet “eyeball to eyeball,” there’s an opportunity for service to shine through. Is that opportunity called a ______?

Answer 8

D -Moment of truth

Question 9

Most baggage mix-ups and delays come from assigning tour groups to one floor and one block of rooms, as so many hotels do.

Answer 9

False

Question 10

Under state laws, innkeepers (hotel owners and managers) are responsible for the full value of lost valuables once the arrival has met the legal criteria of “guest;” that is, once checked in and established credit.

Answer 10

False

Question 11

Algorithms are some of the newest in-room amenities being added by top-of-the-line hotel properties (Ritz-Carlton, Four Seasons, etc.).

Answer 11

False

Question 12

Expecting more service, guests in the frequent-guest programs always go to the desk upon arrival rather than to the computer bank for self-registration.

Answer 12

False

Question 13

There’s both truth and discomfort in this popular saying: “Eco-tourism is successful so long as it doesn’t succeed,” meaning success will destroy the location.

Answer 13

True

Question 14

Does Queue discipline

Answer 14

C – Refer to the behavior exhibited by guests waiting in line?

Question 15

A hotel has 100⁒ occupancy last night. Yet the guest-service agent prepares to actually room a new arrival even before the first check-out the following day because…?

Answer 15

D - There were pre-paid, no-show reservations last night.

Question 16

Does “Front” refers to the

Answer 16

D – Bell staff – the next bell person designated to room a guest.

Question 17

Just as operating costs dictate a minimum room rate that the hotel needs to charge, so competition sets a maximum that can be achieved.

Answer 17

True

Question 18

Increases in lodging taxes impact the elasticity of room demand just as if the rate, itself, had been increased.

Answer 18

True

Question 19

Per diem room rates are those established by the American Hotel & Lodging Association (AH&LA) for each major U.S. city, but all cities in the nation cannot be covered (generally those with populations under 50,000).

Answer 19

False

Question 20

The Ideal Average Room is the average of the rates for the lowest tier of rooms in a hotel.

Answer 20

False

Question 21

Dynamic pricing allows the front desk to change the cost of the room upon check-in when the situation calls for it.

Answer 21

False

Question 22

Is elasticity a change in

Answer 22

C – Demand resulting from a change in rate

Question 23

Are energy premiums, In-room coffee, early departure (before the date specified by the reservation) fees, and complimentary newspaper fees among the surprising surcharges that some hotels have added to their room rates?

Answer 23

E – All of the above

Question 24

Regarding room rates, are conventions are often charged the same for single or double occupancy?

Answer 24

B – Upselling produces its most dramatic effects on sold-out days.

Question 25

Typically, city-ledger guests are billed immediately; transient ledger guests are billed in 10-day cycles.

Answer 25

False

Question 26

A registered guest who pays cash for drinks in the bar becomes a city-ledger guest.

Answer 26

False

Question 27

There is one folio for each person (guest) staying in the hotel.

Answer 27

False

Question 28

Hotels offer numerous services that increase the balance of a guest folio, but there are only three methods of setting (paying) for those services; they are cash (or cash equivalents, like a company check or traveler’s check), allowances, and transfers (as when a guest uses a credit card and transfers the balance to the City Ledger).

Answer 28

True

Question 29

Room charges for a convention’s manager would be posted most likely to the convention’s A folio.

Answer 29

True

Question 30

Are Accounts receivable due from guests an example of an asset?

Answer 30

B – Accounts receivable due from guests - True

Question 31

Is a skipper is a guest who leaves without paying his bill?

Answer 31

B – Guest who leaves without paying his bill

Question 32

Which of the following would most likely be a city-ledger guest?

Answer 32

a. VISA card b. Trade association c. Bridal party d. wholesaler/group mover E. All of the above (E)

Question 33

If a hotel has DCC (Dynamic Currency Conversion) system, folios can be calculated and presented in a foreign currency even if payment is still made in dollars.

Answer 33

?

Question 34

It makes sense that commissionable business, such as travel-agency bookings, is turned away during peak occupancies.

Answer 34

?

Question 35

The terminology gets confusing because the word “floor” is applied to the maximum amount of credit, not to the minimum amount of credit.

Answer 35

?

Question 36

Assume a sales manager had to choose between extending credit to a risky client for a cocktail reception and banquet or a corresponding dollar amount in hotel room sales. All things equal, it would be better to choose the hotel room sales, because food and beverage sales have a lower profit margin and cost the hotel more per dollar of revenue than room sales.

Answer 36

True

Question 37

Acting in their role of host, innkeepers (hotels) are expected to – and do – cash personal checks and make emergency loans to guests.

Answer 37

?

Question 38

Does “Float” refer to the

Answer 38

C – Time between the extension of credit and its payment.

Question 39

Cash received minus cash paid-out is:

Answer 39

A. Net cash receipts (A) b. Drop c. Cash short d. Starting bank e. None of the above

Question 40

Is due bank also called, You-owe-me, difference returnable, and exchange?

Answer 40

E- All of the above except C

Question 41

Room sales are always accounts receivable sales, whereas sales in the dining room could be accounts receivable sales, cash sales, or credit-card sales.

Answer 41

True

Question 42

A hotel system may have some departments charge guests using manual (pencil-and-paper) vouchers even while the balance of the hotel operates with a computerized property management system.

Answer 42

True

Question 43

The night audit reconciles the hotel’s accounts receivable nightly whereas most other business types do that monthly or even less frequently.

Answer 43

False

Question 44

Several court cases are now pending because the night audit, which ends the hotel’s accounting day, conflicts with its legal definition: A hotel is required to be open 24/7/365.

Answer 44

False

Question 45

The Hospitality Information Technology Integration System (HITIS) is such a critical function of the hotel operation with guest-sensitive information that it can never move to a Web-based interface.

Answer 45

False

Question 46

In terms of keycards, which of the following is NOT a real type of keycard used with today’s electronic locking systems:

Answer 46

a. Magnetic stripe cards b. Memory cards c. Smart cards d. RFID tags E. All of the above are real keycard types (E)

Question 47

Proximity-based apps do not include:

Answer 47

a. Coupons offered while outside a retail establishment b. Announcements of programs starting within walking distance c. Casino games and events d. Guestroom access E. None of the above (E)

Question 48

Does the FCC regulate the nation’s telecommunication industry?

Answer 48

?

Question 49

Which of the following services are available at some hotels on the in-room television screen?

Answer 49

a. Guest folio b. Room-service menu c. Weather reports and airport times d. Personal messages E. All of the above (E)

Question 50

Can a hard-wired ELS be upgraded to include?

Answer 50

True – B – Energy control of the guest room