Question 1

At what time would it be best for an auditor to perform his or her night audit?

Accepted Answer

A)  5:00 a.m. to 7:00 a.m. 
B)  2:00 a.m. to 4:00 a.m. 
C)  11 p.m. to 1:00 a.m. 
D)  4:00 p.m. to 6:00 p.m. 
A)  5:00 a.m. to 7:00 a.m. 
B)  2:00 a.m. to 4:00 a.m. 
C)  11 p.m. to 1:00 a.m. 
D)  4:00 p.m. to 6:00 p.m. B

Question 2

On which date would a hotel release rooms that have not been picked up from a group block?

Accepted Answer

A)  Arrival date 
B)  Cut-off date 
C)  Black-out date 
D)  Conclusion date 
A)  Arrival date 
B)  Cut-off date 
C)  Black-out date 
D)  Conclusion date B

Question 3

What forms the legal contract between a hotel and its arriving guests?

Accepted Answer

A)  Bill 
B)  Folio 
C)  Reservation 
D)  Registration card 
A)  Bill 
B)  Folio 
C)  Reservation 
D)  Registration card D

Question 4

The situation in which all of a hotel's rooms are sold or oversold is referred to as a

Accepted Answer

A)  CTA. 
B)  sell-out. 
C)  shut-out. 
D)  black-out. 
A)  CTA. 
B)  sell-out. 
C)  shut-out. 
D)  black-out.

Question 5

Front desk agents should authorize (validate)the card used by a guest as that guest's preferred form of payment at the time

Accepted Answer

A)  of the guest's arrival. 
B)  of the guest's check out. 
C)  the guest is issued a reservation confirmation number. 
D)  the guest's payment-related reg. card data fields are completed. 
A)  of the guest's arrival. 
B)  of the guest's check out. 
C)  the guest is issued a reservation confirmation number. 
D)  the guest's payment-related reg. card data fields are completed.

Question 6

In its earliest days of operation,who utilized the GDS to book hotel rooms?

Accepted Answer

A)  DOSMs 
B)  Travel agents 
C)  Airline agents 
D)  Front office managers 
A)  DOSMs 
B)  Travel agents 
C)  Airline agents 
D)  Front office managers

Question 7

What is true about the recordable locking systems used by hotels?

Accepted Answer

A)  They are powered by batteries. 
B)  They can be programmed by guests. 
C)  They are direct wired to a hotel's electrical system. 
D)  They are typically manufactured by the same company that make a hotel's PMS. 
A)  They are powered by batteries. 
B)  They can be programmed by guests. 
C)  They are direct wired to a hotel's electrical system. 
D)  They are typically manufactured by the same company that make a hotel's PMS.

Question 8

Which type of hotel guest would be most influenced to choose a hotel based upon its curb appeal?

Accepted Answer

A)  Group 
B)  Walk-in 
C)  Transient 
D)  Corporate 
A)  Group 
B)  Walk-in 
C)  Transient 
D)  Corporate

Question 9

What is the system in a hotel that processes incoming,internal and outgoing telephone calls?

Accepted Answer

A)  PBX 
B)  CHA 
C)  Call assessment 
D)  Toll assessment 
A)  PBX 
B)  CHA 
C)  Call assessment 
D)  Toll assessment

Question 10

A guest who must be walked is always one who

Accepted Answer

A)  is a walk-in. 
B)  is part of a group block. 
C)  has a confirmed reservation. 
D)  does not have a confirmed reservation. 
A)  is a walk-in. 
B)  is part of a group block. 
C)  has a confirmed reservation. 
D)  does not have a confirmed reservation.

Question 11

Who would be most responsible for maintaining the security of a hotel's back-office accounting systems?

Accepted Answer

A)  FOM 
B)  DOSM 
C)  Controller 
D)  Director of Security 
A)  FOM 
B)  DOSM 
C)  Controller 
D)  Director of Security

Question 12

To which department would a hotel guest most likely complain about a TV that is not functioning properly in his room?

Accepted Answer

A)  Front office 
B)  Maintenance 
C)  Housekeeping 
D)  Sales and Marketing 
A)  Front office 
B)  Maintenance 
C)  Housekeeping 
D)  Sales and Marketing

Question 13

A concierge provides a hotel's guests with

Accepted Answer

A)  information. 
B)  in-room services. 
C)  payment options. 
D)  luggage assistance. 
A)  information. 
B)  in-room services. 
C)  payment options. 
D)  luggage assistance.

Question 14

For any specific date,a hotel's availability forecast identifies the

Accepted Answer

A)  price at which rooms should be sold. 
B)  price at which rooms have been sold. 
C)  number of hotel rooms remaining to be sold. 
D)  number of hotel rooms that have already been sold. 
A)  price at which rooms should be sold. 
B)  price at which rooms have been sold. 
C)  number of hotel rooms remaining to be sold. 
D)  number of hotel rooms that have already been sold.

Question 15

A hotel has 400 rooms available to sell on Monday night.The hotel forecasts 360 rooms will be sold that night.What is the hotel's occupancy forecast for Monday night?

Accepted Answer

A)  50% 
B)  71% 
C)  90% 
D)  111% 
A)  50% 
B)  71% 
C)  90% 
D)  111%

Question 16

A caller to a hotel's front desk asks if a specific guest is staying in the hotel.The desk agent answering the call should

Accepted Answer

A)  provide no information about the guest. 
B)  ask about the caller's relationship to the guest. 
C)  provide the guest's name and room number only. 
D)  confirm only if the guest is or is not staying in the hotel. 
A)  provide no information about the guest. 
B)  ask about the caller's relationship to the guest. 
C)  provide the guest's name and room number only. 
D)  confirm only if the guest is or is not staying in the hotel.

Question 17

In most cases,at what time are non-guaranteed room reservations released by a hotel's front office?

Accepted Answer

A)  4:00 to 6:00 a.m. 
B)  6:00 to 8:00 a.m. 
C)  4:00 to 6:00 p.m. 
D)  6:00 to 8:00 p.m. 
A)  4:00 to 6:00 a.m. 
B)  6:00 to 8:00 a.m. 
C)  4:00 to 6:00 p.m. 
D)  6:00 to 8:00 p.m.

Question 18

What information would be entered in the "Guest Tracking" data field when a guest makes a room reservation?

Accepted Answer

A)  The rate to be paid 
B)  The date of check-in 
C)  The type of guest (e.g. leisure or business) 
D)  The room type (e.g. double-double or King) 
A)  The rate to be paid 
B)  The date of check-in 
C)  The type of guest (e.g. leisure or business) 
D)  The room type (e.g. double-double or King)

Question 19

Proper guest accounting begins with assigning guests to the room types they have reserved and

Accepted Answer

A)  doing so at the time their reservation is made. 
B)  at the rate indicated on the guest's reservation. 
C)  confirming the guest's preferred payment method. 
D)  recording the guest's frequent traveler program information. 
A)  doing so at the time their reservation is made. 
B)  at the rate indicated on the guest's reservation. 
C)  confirming the guest's preferred payment method. 
D)  recording the guest's frequent traveler program information.

Question 20

Which is the last step in the guest registration process?

Accepted Answer

A)  Room assignment 
B)  Issuance of room keys 
C)  Securing form of payment 
D)  Confirming information on the registration card 
A)  Room assignment 
B)  Issuance of room keys 
C)  Securing form of payment 
D)  Confirming information on the registration card

At what time would it be best for an auditor to perform his or her night audit?

On which date would a hotel release rooms that have not been picked up from a group block?

What forms the legal contract between a hotel and its arriving guests?

The situation in which all of a hotel's rooms are sold or oversold is referred to as a

Front desk agents should authorize (validate)the card used by a guest as that guest's preferred form of payment at the time

In its earliest days of operation,who utilized the GDS to book hotel rooms?

What is true about the recordable locking systems used by hotels?

Which type of hotel guest would be most influenced to choose a hotel based upon its curb appeal?

What is the system in a hotel that processes incoming,internal and outgoing telephone calls?

A guest who must be walked is always one who

Who would be most responsible for maintaining the security of a hotel's back-office accounting systems?

To which department would a hotel guest most likely complain about a TV that is not functioning properly in his room?

A concierge provides a hotel's guests with

For any specific date,a hotel's availability forecast identifies the

A hotel has 400 rooms available to sell on Monday night.The hotel forecasts 360 rooms will be sold that night.What is the hotel's occupancy forecast for Monday night?

A caller to a hotel's front desk asks if a specific guest is staying in the hotel.The desk agent answering the call should

In most cases,at what time are non-guaranteed room reservations released by a hotel's front office?

What information would be entered in the "Guest Tracking" data field when a guest makes a room reservation?

Proper guest accounting begins with assigning guests to the room types they have reserved and

Which is the last step in the guest registration process?

Overview of the Hotel Industry

The Guest Service Imperative

The Hotel General Manager

General Managers Are Leaders

Human Resources

Accounting

Revenue Management

Sales and Marketing

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters

Exam 9: The Front Office

At what time would it be best for an auditor to perform his or her night audit?

On which date would a hotel release rooms that have not been picked up from a group block?

What forms the legal contract between a hotel and its arriving guests?

The situation in which all of a hotel's rooms are sold or oversold is referred to as a

Front desk agents should authorize (validate)the card used by a guest as that guest's preferred form of payment at the time

In its earliest days of operation,who utilized the GDS to book hotel rooms?

What is true about the recordable locking systems used by hotels?

Which type of hotel guest would be most influenced to choose a hotel based upon its curb appeal?

What is the system in a hotel that processes incoming,internal and outgoing telephone calls?

A guest who must be walked is always one who

Who would be most responsible for maintaining the security of a hotel's back-office accounting systems?

To which department would a hotel guest most likely complain about a TV that is not functioning properly in his room?

A concierge provides a hotel's guests with

For any specific date,a hotel's availability forecast identifies the

A hotel has 400 rooms available to sell on Monday night.The hotel forecasts 360 rooms will be sold that night.What is the hotel's occupancy forecast for Monday night?

A caller to a hotel's front desk asks if a specific guest is staying in the hotel.The desk agent answering the call should

In most cases,at what time are non-guaranteed room reservations released by a hotel's front office?

What information would be entered in the "Guest Tracking" data field when a guest makes a room reservation?

Proper guest accounting begins with assigning guests to the room types they have reserved and

Which is the last step in the guest registration process?

Overview of the Hotel Industry

The Guest Service Imperative

The Hotel General Manager

General Managers Are Leaders

Human Resources

Accounting

Revenue Management

Sales and Marketing

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters