11) Which of the following is not a front office module of the typical property management system (PMS)?

b. Food and beverage management

12) Yield management is:

a. A demand forecasting technique used to maximize room revenue.

b. A night audit task used to balance guest accounts.

c. A housekeeping system used to increase efficiency.

d. An accounting term used to determine optimal ratios for use in management decisions.

14) Guest surveys consistently rank which of the following as the number one concern in hotels?

a. Room is ready and available when checking in.

16) Which of the following represent the three components of attitudes?

c. cognitive, affective, and behavioral

a. primary, secondary, and tertiary

b. knowledge, value-expressive, and utilitarian

d. cognitive, value-expressive, and behavioral

17) To be mindful, one must be

C. aware of how you communicate with others.

a. careful to avoid ambiguity in one's messages

b. self-conscious and self-focused.

d. concerned about making mistakes

18) Kinesics is _____________________.

b. the study of human movement and gestures.

a. the study of human facial expression

c. the study of the human use of time.

d. the study of the human use of space.

19) Other suggestions for improving your nonverbal communication include each of the following EXCEPT:

a. Increase your touching communication

b. Ask others for their impressions of our non-verbal cues

c. Interpret nonverbal communication within its context

d. Avoid jumping to conclusions

22) Which of the following is closed question?

a. How did you find the service of the hotel?

23) Fit in with the group is one of which of the following techniques?

a. Familiar or special forms of greeting

24) Which of the following statements is true about cultural differences regarding body positions and movements?

b. In the United States, an up-and-down movement of the head means "yes" and a side-to-side movement of the head means "no."

a. In North America, looking directly at people during formal presentations is considered a sign of disrespect.

c. In China, people generally offer a handshake that is firm and long lasting.

d. In Indonesia, people do not view squatting as a normal body position

25) Arabs generally offer a handshake that is:

b. moderate in grasp and repeated frequently

a. brusque and firm with a single pump, and repeated upon arrival and departure

c. firm with three to five pumps.

d. gentle, long-lasting, and sometimes with kisses on both cheeks.

26) The third step of the five-step RADAR strategy is

b. Decide what your options are

a. Recognize the cultural dimension

27) Which of the following statements about conflict is true?

c. Conflict does not always occur because of misunderstandings.

b. Conflict can always be avoided.

d. Disagreements always signal that the relationship is on the rocks.

28 ) Suite hotels usually feature:

c. Guestrooms with separate bedrooms and living rooms.

a. Several types of food and beverage services.

b. More public areas and guest services than other hotels.

29) Resort hotels distinguish themselves from most other types of hotels by providing:

c. Special activities such as horseback riding.

d. Conference and meeting rooms

a. Hotel with 25 rooms or less.

b. Hotel with 50 rooms or less.

c. Hotel with 100 rooms or less.

d. Hotel with 150 rooms or less.

38) Concierge services are normally part of:

b. The reservations department.

d. The food and beverage division.

43) Why should regular inspections of the workplace take place?

a. To check whether the working environment is safe

b. To check everyone is doing their job

c. To check that all staff have present and correct uniform

d. To check that staff are happy working for the company

44) What is the most important reason why all accidents in hotel should be recorded?

b. Comply with Health and Safety Law

a. Prevent similar accidents in the future

45) If the hotel is to be evacuated because there is a fire which records would the hotel staff take outside with them?

c. Guests lists and staff on duty

b. Financial Account for each guest

46) Which of the following may reduce the level of socioemotional conflict during constructive conflict episodes?

c. The importance of following organizational procedures and guidance when dealing with.

a. The limits of your own authority when attempting to respond to angry individuals.

b. Situations when potential conflict should be escalated to more senior personnel.

d. To anticipate the best and worst possible results that could occur.

49) Which of the following are NOT trends in franchising?

d. All of the given are current trends.

Diagnostic Diploma Guest Relations - Repeat-1

Authored by Christine Cobham

Professional Development

60 Questions

Used 7+ times

Diagnostic Diploma Guest Relations - Repeat-1

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

1) Which of the following people is NOT usually considered a member of the executive committee of a hotel?

a. Director of food and beverage

b. Director of Engineering

c. Director of catering

d. Rooms division manager

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

2) Total room sales divided by the number of rooms sold represents:

a. Rack rate

b. Average daily rate

c. Room occupancy percentage

d. Daily report

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

3) The rooms division includes which of the following?

a. Security

b. Guest service

c. House keeping

d. All of the given

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

4) Which of the following hotel employees are responsible for balancing the guests accounts every day?

a. Night Auditor

b. Front Desk Clerk

c. General Manager

d. Accountant

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

5) Which of the following is true regarding the central reservation system?

a. It has a delay in the interface that allows for overbooking to occur.

b. It can have access to the inventory of room availability of each hotel in the chain.

c. It allows only the host hotel to access the system for confirmed reservations.

d. All of the above.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

6) The concierge is under which department?

a. Security

b. Accounting

c. Rooms Division

d. Front Office

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

7) Which of the following is NOT a function of the front office?

a. Sell rooms

b. Balance guest accounts

c. Offer services such as mail, FAX, messages, etc.

d. All are functions of the front office.

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Diagnostic Diploma Guest Relations - Repeat-1

1) Which of the following people is NOT usually considered a member of the executive committee of a hotel?

2) Total room sales divided by the number of rooms sold represents:

3) The rooms division includes which of the following?

4) Which of the following hotel employees are responsible for balancing the guests accounts every day?

5) Which of the following is true regarding the central reservation system?

6) The concierge is under which department?

7) Which of the following is NOT a function of the front office?

8) Which of the following room rate plans includes a room only, no meals?

9) Hotel performance is based on which of the following operating ratios?

10) Total rooms in the hotel are 410; total rooms available are 400; total rooms sold are 350; total revenue is $38,500. What is the ADR?

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