WorksheetsRandom CBT questions
Total questions: 53
Worksheet time: 3hrs 39mins
Explain why sharing heritage is important to guest services
It allows guest to experience,respect and understand more.
It is required by government
legislation.
Colleges encourage its importance
All of the above
What is the meaning of heritage?
A way to do things
Guest service assistance
Understanding directions to get to a
specific destination.
A tradition or belonging to a
specific community
Mr. Jones, a Canadian citizen is considering visiting Madinah after seeing a TV ad. This is an example of.
Camping and Leisure
His Wife's recommendations
Promotion
Previous Experience
Why is promotion crucial to the success of the hotel?
People need to know the hotel is
there not to visit.
People will be interested in how
much money the hotel makes.
The hotel wants to know how much
money people make
The hotel will make more revenue
when more people come.
Before using pictures in promotion online, it is important to follow which of the following?
Legal Marketing
Legal Requirements
Legislation Markets
None of the above
It is important to _____________________, before using images
Ask permission
Take the picture yourself
None of the above
Post the picture
What is the best and easiest way for people to access local
information?
People should access information
from the roads
Online and relevant social
organizations
Through magazines and newspapers
None of the above
The best way to share for local culture and heritage to foreigners
Through marketing and
promotions
On Television
Through Talking
Can you select the best way to identify the cost of sales of guest services?
swot
pest
kpi
benchmarking
What approach would you use to upsell a superior room to a guest?
Make sure guests know what
options are available
Upsell throughout the guest cycle
Avoid being too pushy
contact the guests
in the days
prior to their arrival and offer an
upgrade
What is the best and easiest way for people to access local
information?
Online and through relevant social
organization
None of the above
Through magazines and newspapers
People should access information
from the roads
The marketing mix showcases
Ways to promote information online
with music
A way to ensure the consumer cannot be influenced by the product
or service
A way to advertise online
A variety of factors and ways to
promote a product or service
Explain what should be the main consideration before promoting in
local communities
Consider if the pictures will be in color or black and white
There is nothing that needs to be
considered
Consider if the pictures are beautiful
Ensure it does not offend anyone
or is against the law
Which of the following is a benefit of employee training
Improves morale
Helps staff identify organisational goals
Give staff direction on how the
background knowledge of the
products
Allocating marketing resources
and monitoring
Can you name the team members involved with the production of a
marketing plan?
Employees and management team
Managers only
Senior staff
All staff
What does the marketing planning process include?
Goal setting
Creating the marketing strategy
Analysing the current situation
All of the above
Can you identify the main promotional methods used by hotels in Madinah ?
Personal relations
Partnering with diverse travel
agencies as a
promotional tool
Direct marketing
Advertising
Identify the most common way to measure sales targets of team
member?
Using SWOT analysis
Using KPI
Using benchmarking
Using PEST analysis
How can marketing mix techniques help a business ?
Identify consumer trends
Identify the correct target
markets
help managers do their jobs better
Meet the business goals
Which of the below best describes the process of benchmarking?
Comparison of direct competitors' performance
Comparison of the costs of one
product with another
Comparison of the performance
of one operation or business with
another
Comparison of actual performance
with budget
Why do hotels ask guests to rate their stay?
To reduce negative online reviews
To understand customer
perception.
To praise appropriate staff.
To identify profit-making
investments
What is the meaning of a point of sale (POS)?
The process where a guest with a
cardholder and a merchant complete
a transaction.
Any hotel department that collects
revenue for its goods and services is
considered a point of sale
The point where a guest with a
cardholder and a merchant
complete a transaction.
The application where a guest with a cardholder and a merchant
complete a transaction.
Which of the following definition describes the term "guest folios"?
it is a bill
Guest bill
guest history
guest feedback
What are the three financial statements used by hotels?
balance sheet, income statement
and profit/loss account
balance sheet, income
statement and statement of cash
flows
DR, PerRev, average daily rates
reports
Balance sheet, income statement
and ADR reports
What is the best way to keep hotel guests' accounts secured and
protected?
By storing all guest information on
the hotel room status account
By investing in a safe and well recognised
Property Management
System
By preventing unauthorised staff
to access the guest accounts
By using a paper based register
for record all guest accounts
Can you explain what would happen to the hotel if the guests'
accounts are not kept up-to-date?
It will be easy for the hotel to
prepare management accounts
accurately
It will be impossible to find
important information and documents
quickly
The hotel will be able to plan in
advance for tax payments
The hotel will be experiencing
difficulty to forecast its rooms'
rate
How would you prepare a guest account as per the SOP instruction?
Check that the guest's name
matches her ID number
Check the guest account
instructions mentioned on the arrival
list for preparing the guest account.
Check the guest account
instructions mentioned on the
reservation for preparing the guest
account.
Check the guest account
instructions mentioned on the
departure l list for preparing the guest
account.
Which approach would you use to maintain database security?
Keeping a paper copy.
Storing on an external drive
Using password protection
Saving multiple versions
What is best way to visually show a trend in statistical data?
A report
A spreadsheet
A graph
A table
How do you collect profit and loss figures?
By using figures collected in person
by finance
By using figures collected through
email by finance.
By using a central system
By using an independent system
Which operating costs identify the cost of a new service?
Existing Operating Costs
Variable Costs
Electricity costs
Fixed and variable Costs
What business information would you obtain from a profit and loss
account?
Customer demand.
Forecast expenditure
Staff turnover
Financial performance.
Why do you think it is essential that only authorised staff have access
to the hotel guest accounts?
It is a legal or statutory obligation
for all hotel to do so
To ensure all guests data remain
confidential
To ensure guests have
complete satisfaction and
confidence to give their personal
information
To ensure that guest information
are not passed to a third party
What is the main feature of a profit and loss account?
It includes non cash expense like
depreciation (it is shown as
expense).
This statement takes into
account all incomes and expenses
which are made by the company
during a year
Profit and loss account is a
nominal account to be prepared at
the end of the month
it summarize the revenues, costs
and expenses incurred everyday in
the hotel
How should the preparation and structure of a profit and loss account
be?
Should only highlight the
expenses
Should be clear and easy to follow
should be a lengthy document
Should highlight both the expenses, income and easy to
follow
What information would you use to extrapolate the key performance of
a profit and loss account?
Gross Profit Margin
Net Profit
Aging Accounts Receivable
Net Profit Margin
Can you name the team members involved in the production of a
marketing plan?
Senior staff
Managers only
Employees and management
team
all of the above
Why do hotels ask guests to rate their stay?
To praise appropriate staff.
To reduce negative online reviews.
To identify profit-making
investments.
To understand customer
perception.
Why is a marketing mix technique important to a business?
It identifies consumer trends
It identify the correct target
markets
It helps managers do their jobs
better
It meets the business goals
What is the best way to collect valuable feedback from guests?
Staff meetings
Staff engagement surveys
Staff appraisal
Online review
Can you identify the main promotional methods used by hotels in
Madinah?
Personal relations
Partnering with diverse travel
agencies as a promotional tool
Direct marketing
Advertising
Why is promotion crucial to the success of the hotel?
The hotel wants to know how
much money people make
People need to know the hotel
is there not to visit.
The hotel will make more
revenue when more people come
People will be interested in how
much money the hotel makes.
When encouraging others to visit, the website and written information
should be:
Personalized for everyone
Just easy to read
Clear, not very easy to read and
professional
Clear, easy to read and
professional
Where are the best places to find information about the local culture?
Online, concierge desks and
with local organizations
Online
On billboards
In magazines
What is the best way to share local culture and heritage to foreigners?
On-street signs
On Television
Through Talking
Through marketing and
promotions
Outline the most important thing that should be done before
communicating information.
Use Youtube for translations
Print the information.
Ensure information is clear
and accurate.
Send emails.
Outline how promotions can influence how the hotel is viewed by
people who want to visit.
Promotion will keep things the
same
Promotion will increase
revenue and occupancy
Promotion will not increase
revenue and occupancy
Promotion will not have a
positive impact on the hotel
Why is sharing heritage important to guest services?
Colleges encourage its
importance
It is required by government
legislation.
It allows guest to experience,
respect and understand more
All of the above.
How often should a Standard Operating Procedure be updated?
every hour to ensure they stay
relevant to the current needs of the
organization
every day to ensure they stay
relevant to the current needs of the
organization.
every month to ensure they stay
relevant to the current needs of the
organization
every year to ensure they stay
relevant to the current needs of
the organization
Evaluate which statement best describes a standard operating
procedure (SOP)?
SOPs are one-page, 'how to'
guides for every process within an
organizational system.
SOPs are a list of applicable state
and federal regulations
SOPs summarize company policy.
SOPs are written descriptions of
regularly occurring processes.
How can you define the term up-selling?
Up-selling is a sales technique
used to get a customer to spend
more by purchasing a product that's
related to what's being bought
already
Up-selling involves offering the
customer a related product or
service.
It is a sales technique used to
get a customer to spend more by
buying an upgraded or premium
version of what’s being
purchased.
Selling an additional product or
service to an existing customer
What is the main feature that differentiates a product from a service?
Products are intangible and
services are tangibles
Products’ are the physical
objects while ‘Services’ is an
activity of performing work for
others.
Products cannot be returned but
services can be returned
Products cannot be stored but
service can be stored
Why is the regular analysis of process and procedure useful?
It provides clear direction of the
management system
It saves time and effort
It benefit the staff by providing
their work boundaries
All of the above
