2.01 Test

A front desk agent at Martine’s Boutique Hotel takes every opportunity to pull in as much revenue as possible for the hotel. As a family checks into the hotel, the front desk agent tells them: “For only $30 more per night, I can upgrade your family to our deluxe level with free breakfast, free high-speed Internet, a private lounge for the deluxe floor that offers free snacks and drinks, and free hotel transportation to local attractions and shopping.” The front desk agent is involved in

• sales extension.
• marketing.
• upselling.
• repackaging.

The front desk agent is talking with a guest about upgrading their guestroom to a suite because of the additional space, separate living area, and Jacuzzi tub. Which sales technique is the front desk agent using?

• Overselling
• Upselling
• Cross-selling
• Consultative selling

The effort made to secure access and distribution of keys in the hotel is known as

• keypad access control.
• folio distribution.
• keypad management.
• key control.

When issuing guestroom keys upon check-in, the front desk agent should

• decode the key.
• say the guest’s room number out loud.
• give the guest an extra key in case they lose their key.
• confirm the identity of the guest by asking for photo identification.

The failure to act in a safe manner is called

• liability.
• negligence.
• reasonable care.
• lack of authority.

What is the purpose of innkeeper laws?

• Require emergency procedures to be posted in every room
• Establish a method of informing guests of emergencies
• Establish the required procedure for evacuating a hotel
• Protect both the innkeeper and the guest

The legal duty to act in the way that an ordinary, prudent, reasonable person would is called

• liability.
• negligence.
• reasonable care.
• accountability.

The front desk agent sees a guest who appears to be unsteady and stumbling. The guest is heading to the parking lot. The front desk agent approaches the guest and asks how he is feeling and if he needs anything. The front desk agent is acting

• irresponsibly.
• negligently.
• with reasonable care.
• with accountability.

A business owner who provides overnight accommodations for guests in exchange for reasonable compensation is known as a(n)

• entrepreneur.
• associate.
• hotel manager.
• innkeeper.

An innkeeper is allowed to

• discriminate against potential guests based on gender or race.
• refuse service if there are not enough rooms available for sale.
• disable security features, such as self-locking doors, for any reason.
• evict guests if a person comes along who is willing to pay more for the room.