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WorksheetsDiagnostic Diploma Guest Relations - Repeat-1
Total questions: 60
Worksheet time: 30mins
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
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
3) The rooms division includes which of the following?
a. Security
b. Guest service
c. House keeping
d. All of the given
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
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.
6) The concierge is under which department?
a. Security
b. Accounting
c. Rooms Division
d. Front Office
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.
8) Which of the following room rate plans includes a room only, no meals?
a. American Plan
b. Modified American Plan
c. European Plan
d. Modified European Plan
9) Hotel performance is based on which of the following operating ratios?
a. ADR
b. ROP
c. RTS
d. Both answers a and b
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?
a. $93.90
b. $96.25
c. $110
d. $112.50
11) Which of the following is not a front office module of the typical property management system (PMS)?
a. Reservations management
b. Food and beverage management
c. Rooms management
d. Guest accounting 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.
13) Hotels add a charge to all long distance calls made by the guest. This charge is typically:
a. 20%
b. 30%
c. 40%
d. 50%
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.
b. Must be close to shopping.
c. Late night room service.
d. Cleanliness.
15) Housekeeping attendants typically clean and service how many rooms per shift?
a. 6 - 8
b. 8 - 10
c. 12 - 14
d. 15 - 20
16) Which of the following represent the three components of attitudes?
a. primary, secondary, and tertiary
b. knowledge, value-expressive, and utilitarian
c. cognitive, affective, and behavioral
d. cognitive, value-expressive, and behavioral
17) To be mindful, one must be
a. careful to avoid ambiguity in one's messages
b. self-conscious and self-focused.
C. aware of how you communicate with others.
d. concerned about making mistakes
18) Kinesics is _____________________.
a. the study of human facial expression
b. the study of human movement and gestures.
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
20) In many cultures silence is used to
a. Promote unity.
b. Promote reflection
c. Promote harmony
d. Promote understanding
21) The content of the communication is called:
a. message.
b. noise.
c. media richness.
d. jargon.
22) Which of the following is closed question?
a. How did you find the service of the hotel?
b. Are you at the room?
c. How can I help you?
d. What is your problem sir?
23) Fit in with the group is one of which of the following techniques?
a. Familiar or special forms of greeting
b. Formal greetings
c. Informal greetings
d. No one of the above
24) Which of the following statements is true about cultural differences regarding body positions and movements?
a. In North America, looking directly at people during formal presentations is considered a sign of disrespect.
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."
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:
a. brusque and firm with a single pump, and repeated upon arrival and departure
b. moderate in grasp and repeated frequently
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
a. Recognize the cultural dimension
b. Decide what your options are
c. Analyze what caused it
d. Review what happened
27) Which of the following statements about conflict is true?
a. Conflict is always bad.
b. Conflict can always be avoided.
c. Conflict does not always occur because of misunderstandings.
d. Disagreements always signal that the relationship is on the rocks.
28 ) Suite hotels usually feature:
a. Several types of food and beverage services.
b. More public areas and guest services than other hotels.
c. Guestrooms with separate bedrooms and living rooms.
d. Leisure sports activities.
29) Resort hotels distinguish themselves from most other types of hotels by providing:
a. Kitchen amenities.
b. Food and beverage services.
c. Special activities such as horseback riding.
d. Conference and meeting rooms
30) Which of the following types of hotels are small and usually have the owner living on the premises?
a. Bed and breakfast hotels
b. Commercial hotels
c. Airport hotels
d. Conference center
31) Rotana Hotel in Saudi Arabia is:
a. 2 star hotel
b. 3 star hotel
c. 4 star hotel
d. 5 star hotel
32) Small hotel is:
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.
33) Motels are usually located nearby:
a. City center.
b. Highway.
c. Universities.
d. Mountains.
34) Many Bed and Breakfast places are famous for what?
a. home-cooked meals
b. Victorian décor
c. Limited amenities
d. Inexpensive room rates
35) Which one of the following is NOT a function of hotel management?
a. Security
b. Human Resources
c. Purchasing & Receiving
d. Back Office
36) What are the main functions of the Front Desk agents?
a. Reservations and check-in
b. Check-in and clean rooms
c. Greet and assist guests
d. Check-in and Check-out
37) Which of the following areas of a hotel has the greatest amount of guest contact?
a. Reservations
b. Housekeeping
c. Front office
d. Sales
38) Concierge services are normally part of:
a. The sales department.
b. The reservations department.
c. The rooms division.
d. The food and beverage division.
39) Create an ad for the new restaurant menu
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Human resources
40) Develop emergency procedures
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Security
41) Administer health insurance benefits
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Human resources
42) Clean the public area
a. Room Service
b. Housekeeping
c. Marketing and sales
d. Human resources
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?
a. Prevent similar accidents in the future
b. Comply with Health and Safety Law
c. Satisfy the enforcement law
d. Because guests expect it.
45) If the hotel is to be evacuated because there is a fire which records would the hotel staff take outside with them?
a. Financial records of sales
b. Financial Account for each guest
c. Guests lists and staff on duty
d. All personnel record
46) Which of the following may reduce the level of socioemotional conflict during constructive conflict episodes?
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.
c. The importance of following organizational procedures and guidance when dealing with.
d. To anticipate the best and worst possible results that could occur.
47) The concept that allows a company to expand more rapidly by using other people's money than if it had to acquire its own financing is called:
a. Leasing.
b. Franchising.
c. Management contract.
d. Renting
48) The largest lodging enterprise in the world is:
a. Ritz-Carlton.
b. Marriott.
c. Holiday Inn.
d. Howard Johnson
49) Which of the following are NOT trends in franchising?
a. Location
b. Foreign expansion
c. Locating near attractions
d. All of the given are current trends.
50) AAA uses which system to rate hotel quality?
a. Star system
b. Point system
c. Diamond system
d. Gold system
51) Which of the following is NOT a trend in hotel development?
a. Technology
b. Safety and security
c. Transportation
d. Globalization
52) A group of hotels that share a centralized reservation system and logo is called:
a. Referral association.
b. Partnership.
c. Syndicate.
d. REIT.
53) Many major lodging companies now have properties in each segment of the market. This is an example of:
a. Franchising.
b. Syndication.
c. Market Integration.
d. Vertical Integration.
54) A home-away-from-home atmosphere with community breakfast describes:
a. Extended-Stay Hotels.
b. Economy/Budget Hotels.
c. Bed and Breakfast Inns.
d. All-Suite Hotels.
55) World Tourism Organization calls this one of the fastest growing sectors of the travel and tourism industry:
a. Timeshares.
b. Bed and Breakfasts.
c. Resorts.
d. Amusement Parks.
56) Resort food and beverage operations must provide varied, quality menus every 14 to 21 days. This menu style is called:
a. Table d'hote.
b. Cyclical.
c. Fixed.
d. Preset.
57) Hotels with exotic locations and offering many sporting activities are known as:
a. City Center Hotels.
b. Convention Hotels.
C. Casino Hotels.
d. Resort Hotels.
58) Which of the following is a disadvantage to franchising?
a. Ownership
b. Marketing and advertising support
c. Under performing franchisor
d. All of the given are advantages.
59) Which one of the following is a characteristic of convention hotels?
a. Cater to those who want to fly-in, meet, and fly-out
b. Near freeways
c. No frills; no food service
d. Facilities for large meetings and food service
60) One of the reasons why a chain of hotels might analyze and interpret the marketing information contained in databases is to
a. tabulate findings.
b. compare variables.
c. survey guests.
d. organize products.
