Unit 18 CBT Question

The role of the supervisor in controlling guest services; require:

• a. Responsible for the productivity and actions of a small group of employees.

• b. Manages roles, responsibilities, and powers.

• c. Controlling work rather than performing it directly.

• d. All of the above

The significance of reception and accommodation services in the overall operation of the hotel.

• a. coordination among each department

• b. connection

• c. cooperation

• d. none of the above

The role of the supervisor in monitoring the implementation of guest service procedures and processes have following supervisory skills involve:

• a. Overseeing projects and employees by Listening actively

• b. Using logic and research to solve problems

• . c. Planning and organizing resources to achieve a specific goal

• d. All of the above

As a member of management, a ____________ main job is more concerned with controlling work rather than performing it directly.

• a. Supervisor

• b. Leader

• c. Teacher

• d. Student

Welcome guests as they arrive at the hotel. Their duties include checking guests in and out, issuing keys, taking reservations by telephone or email,

Preparing bills and dealing with payments. They provide guests with information, answer their queries and deal with complaints. it is the job role of:

• a. Security guard

• b. Concierge

• c. Hotel receptionists

• d. Spa receptionists

The other departments of the Hotel view the ________ as a communication relationship in providing coordination with guest services.

• a) Security

• b) Reservation

• c) Front office

• d) Housekeeping

Solving problems through logic and research involves what supervisory skill?

• a. management and leadership

• b. collaboration

• c. financial

• d. critical thinking

______________and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy.

• a. Housekeeping

• b. Concierge

• c. security

• d. reservation

Housekeeping and the front office also communicate on the details of potential ___________ (a report of the number of guests registered in the hotel).

• a. Head count (number of staff)

• b. house count

• c. Daily report

• d. Occupancy report

______________ department work together very closely in maintaining guest security which includes fire safety measures and emergency communication.

• a. Front office

• b. Security

• c. House keeping

• d. Guest relations