Lodging review part 2

15. When communicating through email to guest, it is important for employees to:

• 1. limit the email to a one-sentence response.

• use all upper case letters or a large font so the email is easy to read in case the guest has a vision

  1. impairment.

• 1. use proper spelling, grammar, and punctuation.

• 1.  use jargon or slang to make the email more personal.

Unless otherwise instructed, employees should greet guests by using:

• a polite wave of the hand.
  

• a polite nod of the head in the direction of the guest.

• his or her first name.
  

• his or her salutation and last name (Mr. Smith).

Which of following qualifies as nonverbal communication?

• facial expressions
  

• voice tone and pitch
  

• 
  crossed arms

• all of the above

19. In what division of the hotel is uniformed service usually found?

• 1. Facilities management

•  Rooms

• 1. Marketing and sales

• 1.  Food and beverage

19. A guest reserves a room with a credit card and the property agrees to hold a room on the guest's arrival date until check-out time the following day. This is known as a _________ reservation.

• 1. prepaid

• 1. 24-hour hold

• 1. guaranteed

• 1. non-guaranteed

19. What is the difference between a Modified American Plan and a European Plan?

• Modified American Plans price meals separately from guestrooms; European Plans charge a daily rate that includes two meals per day.
  

• European Plans are used only in the Eastern Hemisphere while Modified American Plans are used exclusively in the Western Hemisphere.

• European Plans price meals separately from guestrooms; Modified American Plans charge a daily rate that includes two meals per day.
  

• Modified American Plans require pre-payment for all charges at check-in; European plans allow you to pay-as-you-go.

22. Which areas is the front office manager responsible for overseeing?

• 1. front desk, housekeeping, and maintenance

• 1. concierge, bell services, and public space cleaners

• 1. front desk, concierge, and bell services

• 1. front desk, maintenance, and bell services

22. What is the purpose of the annual performance review?

• 1. to eliminate employees who have trouble learning each task

• 1. to see if each employee meets, exceeds, or fails to meet each task’s performance standard

• 1. to see who should be promoted that year

• 1.  to compare one employee to the other and judge who is best at their job

22. The guestroom attendant's main goal should be to:

• 1. clean the guestroom as quickly as possible.

• 1. clean guestrooms using as few chemicals as possible.

• 1. become a housekeeping supervisor.

• 1.  make sure guestrooms are clean, completely stocked, and welcoming.

22. Edina is responsible for taking an inventory of the all-purpose cleaner for Tomas Tower on the fifteenth day of the month. This month, she notes that the beginning inventory was 542 gallons, the hotel has already purchased and received 200 gallons this month, and the hotel issues 30 gallons a day. What should Edina estimate the inventory to be by the end of the day?

• 1. 0 gallons

• 1.  292 gallons

• 1.  372 gallons

• 1. 712 gallons