MOCK CBT PRACTICE QUIZ 2

What is the name of the document which describes the regularly recurring operations relevant to the quality of a task?

• A standard
• A Standard Operating Procedure
• A Measuring Tool
• A Benchmark

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

• Supervisor
• Leader
• banqueting Manager
• General Manager

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

• They are responsible for coordination among each department
• Connection
• cooperation
• none of the above

What is the purpose of a GRO?

• Enhance a customer’s experience.
• Deal with complaints only.
• Liaise between the various departments
• Collect guest payments.

Dress codes, grooming standards, and corporate 'looks' are examples of what?

• professional appearance
• Fashionable look
• Causal Look
• none of the above

Identify the best method to protect guests and their property at a hotel.

• Recordable electronic keys (credit card style with magnetic stripes)
• Networked live and recorded surveillance cameras throughout the public areas
• Security officers regularly patrolling the hotel areas
• All of the above

Which is the best strategy to use to ensure guest satisfaction?

• A free meal in the hotel’s restaurant
• Offering a lot of amenities for the guests
• Clean and working hotel room and restroom
• Overall good quality service, high standards and consistent good guest services.

Why is it important to establish boundaries of authority for team members?

• Team members need to know how they can help customers.
• Boundaries and authority help team members know who the manager is.
• Staff know what their limits are.
• It sets a clear line between staff and management.

What is an impact of advertising false information about heritage & culture in the hotel?

• You will lose the trust of the visitors
• Nothing, the visitor will believe anything.
• Give the visitors information and let them make their mind up
• Visitors understand it is part of a sales technique.

What are most likely aspects of local heritage and culture that may be of interest to potential guests?

• Shopping for clothes
• A sword dance based on ancient Bedouin traditions.
• Prayer time.
• Religious Pilgrimage.