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WorksheetsHospitality Certification Review
Total questions: 20
Worksheet time: 10mins
1. Hotels, resorts, and vacation rentals fall under which hospitality-related business category?
Attractions
Food and beverage
Accommodations
Transportation
What type of hotel typically attracts guests who enjoy gaming and live entertainment?
all-suite
airport
casino
conference center
Which of the following is classified as a soft skill?
operating maintenance equipment
a positive attitude
knowing your property's emergency evacuation procedures
operating a cash register
In what division of the hotel is uniformed service usually found?
Facilities management
Rooms
Marketing and sales
Food and beverage
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.
Knowing the lead time quantity is an important part of managing housekeeping supplies because:
it informs vendors how much of each supply should be shipped on a regular basis
it allows guestroom attendants to know how much of each supply should be stored on their cart each day.
it allows housekeeping attendants to know how much of each supply should be used each day.
orders can be made in a timely manner so that supplies are actually received before there are none in inventory.
What is the purpose of the annual performance review?
to eliminate employees who have trouble learning each task
to see if each employee meets, exceeds, or fails to meet each task’s performance standard
to see who should be promoted that year
to compare one employee to the other and judge who is best at their job
Which areas is the front office manager responsible for overseeing?
front desk, housekeeping, and maintenance
concierge, bell services, and public space cleaners
front desk, concierge, and bell services
front desk, maintenance, and bell services
The guestroom attendant's main goal should be to:
clean the guestroom as quickly as possible.
clean guestrooms using as few chemicals as possible.
become a housekeeping supervisor.
make sure guestrooms are clean, completely stocked, and welcoming.
The chief engineer oversees:
computer technology and sanitation.
safety, security and regulatory compliance of buildings and systems.
PCI compliance and storage areas.
all of the above.
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.
prepaid
24-hour hold
guaranteed
non-guaranteed
Which of the following conversations contains information that is sensitive in nature and should be conducted in private?
informing a guest their credit card has been declined
telling a guest about the various amenities that are available
asking a guest if they would like a wake-up call
informing a guest about the featured entrée in the hotel’s restaurant
What is the name of the financial statement that summarizes an operation's revenue, costs, and expenses during a specific period of time?
Balance Sheet
Bank Reconciliation Statement
Profit and Loss (P&L) Report
Statement of Owner's Equity
The key role of a destination marketing organization (DMO) is to:
develop economic growth by attracting visitors through the marketing of local attractions and services.
provide travelers with hotel and restaurant discounts.
develop safety regulations for hospitality-related businesses.
promote diversity awareness and inclusion opportunities to local businesses.
The R.A.V.E. principle is closely associated with which one of the following?
diversity
commercial hotels
discipline
guest safety
The document that summarizes an individual's qualifications, work experience, and education is called a
.
job specification
job description
résumé
portfolio
At what stage in the guest cycle does the guest select a hotel?
Departure
Occupancy
Arrival
Pre-arrival
The Guest Service Measurement (GSM) allows hospitality or tourism-related businesses to:
calculate how much revenue is being lost due to poor customer service.
evaluate the competition.
determine how satisfied guests are with their experience.
determine how much to charge for the guest experience.
After listening to a customer complaint, an employee should
apologize for the inconvenience or frustration experienced by the guest.
have a supervisor handle the problem.
admit fault for the problem.
promise the guest they can have whatever will make them happy.
Which of the following departments is generally considered a cost center?
maintenance
snack bar
front desk
gift shop
