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WorksheetsMOCK CBT S2
Total questions: 60
Worksheet time: 30mins
Name
Class
Date
1.
What is <b>most</b> likely to impact upon the overall success of a hotel?
a)
Quality of food served.
b)
Quality of service delivery.
c)
Environmental factors.
d)
Inaccurate forecasts.
2.
Where would guests expect to participate in a superior local dining experience?
a)
Hostel.
b)
Ecolodge.
c)
International hotel group.
d)
Sand and dunes excursion.
3.
Which of these would be classified as a SMART Key Performance Indicator?
a)
Occupancy increased yearly.
b)
Staff turnover reduced.
c)
Increase in positive questionnaires.
d)
Number of returning guests up by 25%.
4.
What is the <b>main</b> reason why management try to obtain competitor information?
a)
To benchmark effectively.
b)
To compare outgoing costs.
c)
To share the patterns of residential guests.
d)
To compare income from ancillary services.
5.
Which is the <b>most</b> likely target market for the promotion of adventure holidays?
a)
Families with young children.
b)
Young adults.
c)
Senior citizens.
d)
Business team building.
6.
What is the <b>best</b> way for individual staff to contribute to front office sales?
a)
Sell ancillary services.
b)
Memorize customer preferences.
c)
Offer discounts to all guests.
d)
Apply yield management tactics.
7.
What is the <b>best</b> way to incentivize front office team members to maximize sales?
a)
Introduce internal competition between shifts.
b)
Agree clear team performance indicators.
c)
Introduce external team building activities.
d)
Agree a role for the most successful employee.
8.
What defines the marketing mix?
a)
Different booking sources.
b)
Method of promoting the company brand.
c)
Amount of business-to-business activity.
d)
Level of new business income.
9.
What is the <b>most</b> important element of a marketing plan?
a)
Advertising.
b)
Targets.
c)
Distribution.
d)
Research.
10.
What is a database <b>most</b> likely to be used for in a Guest Relations department?
a)
Summary of special events.
b)
Summary of local travel agents.
c)
Summary of guests' interests.
d)
Summary of local comparable hotels.
11.
What is the <b>best</b> way to keep sensitive guest data secure?
a)
Delete all guest data on departure.
b)
Password protect individual guest files.
c)
Limit access to guest data to senior staff.
d)
Change password at the start of each shift.
12.
Which set of data provides the <b>most</b> informative reports for management?
a)
Direct group sales.
b)
Lost room revenue.
c)
Frequency of room lets.
d)
Direct conference lets.
13.
Who would reception contact to set-up a room for a guest to hold a small meeting during their stay?
a)
Valet.
b)
Housekeeping.
c)
Porters.
d)
Room service.
14.
What is the <b>most</b> likely reason for a guest to be refused accommodation when it is available?
a)
They have no prior reservation.
b)
They appear unable to pay.
c)
They have a history of bad behavior.
d)
They work for a competitor hotel.
15.
What is the <b>most</b> likely action to follow if a front office team fails to comply with standard operating procedures?
a)
Dismiss all individuals.
b)
Introduce new operating practices.
c)
Group discussion on individual roles.
d)
Introduce new targets to be monitored.
16.
Which department is the <b>main</b> internal customer of reception?
a)
Housekeeping.
b)
Concierge.
c)
Room service.
d)
Restaurant.
17.
Which is <b>most</b> likely to produce a positive image of a hotel?
a)
Informative staff.
b)
Targeted marketing.
c)
Secure storage of valuables.
d)
Rapid delivery of luggage.
18.
Why should team members be aware of the limits of their authority?
a)
To promote teamwork.
b)
To avoid complaints.
c)
To promote customer satisfaction.
d)
To avoid compromising management.
19.
What is the <b>main</b> reason why customer service issues should be addressed promptly?
a)
In order that they will not re-occur.
b)
In order that errors can be corrected.
c)
To ensure that the guest will return.
d)
To avoid the situation deteriorating.
20.
What is the <b>most</b> useful way for management to analyze customer service failures?
a)
By reviewing target markets.
b)
By looking at repeat visits.
c)
By collating department data.
d)
By reviewing number of complaints.
21.
What is the <b>best</b> way to collect information from guest services regarding guest requirements?
a)
Customer forum.
b)
Questionnaires.
c)
Client history.
d)
Suggestion box.
22.
Which would be classified as an opportunity for a hotel to increase revenue?
a)
Development of a marina.
b)
Exchange fluctuation.
c)
Building of an adjacent hotel.
d)
Change in flight schedules.
23.
Which would be the <b>best</b> way to identify employee costs for a specific service?
a)
Total income less costs by department.
b)
Analysis of full-time versus part-time staff.
c)
Analysis of staff costs on a seasonal basis.
d)
Total of staff time spent on the service.
24.
What is a <b>major</b> consideration before exploring the introduction of a new guest service?
a)
Ability of staff to deliver.
b)
Disruption to clients.
c)
Lead-time to introduction.
d)
Publicizing the new offer.
25.
What is the <b>best</b> way to measure market reaction to a proposed new service?
a)
Select the target audience.
b)
Advertise the new proposal.
c)
Leave questionnaires for guests in rooms.
d)
Exploratory email to all database contacts.
26.
What is the <b>main</b> reason for planning in advance when implementing an express check-out service?
a)
It needs including in the operational plan.
b)
Target market has to be notified.
c)
New staff may need to be recruited.
d)
It needs to be trialed as part of the offer.
27.
How can benchmarking be used to evaluate the success of a new offer?
a)
Specific customer opinions can be requested.
b)
Business processes can be measured.
c)
Specific targets can be set for monitoring.
d)
Staff performance can be reviewed.
28.
What is the <b>main</b> benefit to an organization of using a computerized reservation system?
a)
Room sales can be extended globally.
b)
Specific rooms can be blocked out.
c)
All hotels are using the same system.
d)
All bookings are confirmed in advance.
29.
Which key management information can <b>best</b> be conveyed using a graph?
a)
Daily departmental report.
b)
Upward or downward trends.
c)
Trial balance report.
d)
Room rate sales mix.
30.
How could room occupancy <b>best</b> be recorded in case of a long-term system breakdown?
a)
Reservation charts showing occupancy.
b)
Reservation records showing bookings.
c)
Occupancy status boards.
d)
Daily hotel diary.
31.
What is the <b>most</b> likely outcome if management fail to implement effective processes and procedures?
a)
Staff will become lazy.
b)
Budgets will need to be reviewed.
c)
Income levels will be affected.
d)
Staff turnover will increase.
32.
What is the <b>best</b> way for a supervisor to develop staff knowledge of company processes and procedures?
a)
Making use of mentors.
b)
Including as part of induction.
c)
On the job training.
d)
Issue manuals for self-study.
33.
How can critical path analysis help to map stages in processes and procedures?
a)
Shows the order in which activities need to be performed.
b)
Anticipates staff numbers required for all activities.
c)
Evaluates the importance of tasks.
d)
Summarizes the likely costs of tasks.
34.
What is the <b>main</b> reason for analyzing the financial effectiveness of the guest service cycle?
a)
To review customer opinion at each stage.
b)
To review staff engagement at each stage.
c)
To review training needs at each stage.
d)
To review spending at each stage.
35.
How can the overall performance of new processes and procedures be measured?
a)
By setting key operational practices.
b)
By setting key performance indicators.
c)
By checking operating costs.
d)
By checking staffing costs.
36.
Which is the <b>most</b> accurate data to use when forecasting future business expectations?
a)
Percentage of booked travel agency business.
b)
Percentage of booked tour operator business.
c)
Bookings made for previous year's period.
d)
Total sales for same period in the previous year.
37.
What is the key feature of effective guest service?
a)
Variety of facilities.
b)
Friendliness of staff.
c)
Guest needs anticipated.
d)
Guest needs fulfilled.
38.
What is the correct action for a junior receptionist to take regarding a serious complaint about the cleanliness of a room?
a)
Contact management at once.
b)
Refer to the supervisor immediately.
c)
Ask the guest if they would like to move.
d)
Offer the guest free accommodation.
39.
At what stage should objectives be set in a training cycle?
a)
As the program is prepared.
b)
During evaluation.
c)
During delivery of training.
d)
As training needs are identified.
40.
What is the <b>best</b> measure to review the value of training?
a)
Costs versus benefits.
b)
Customer satisfaction.
c)
Time needed for development.
d)
Future development needs.
41.
What is the <b>main</b> reason why management examine financial statistics produced by the guest services team?
a)
New target markets can be identified.
b)
Success of all departments can be measured.
c)
Changing trends in occupancy can be identified.
d)
Maintenance schedules can be monitored.
42.
What is the <b>best</b> way to show charges on a guest's account?
a)
Showing only daily totals.
b)
Showing cumulative totals.
c)
Entering charges by department.
d)
Entering charges in order of use.
43.
How can true figures for room sales be produced?
a)
Calculate average room rates.
b)
Calculate percentage revenue achieved.
c)
Measure using RevPAR formula.
d)
Measure using previous benchmarks.
44.
What is the <b>main</b> purpose of a profit and loss account?
a)
To show business performance over a period.
b)
To calculate individual departmental income.
c)
To prepare business plan for the next season.
d)
To make individual transfers to sales ledger.
45.
Which financial report is produced on a weekly basis?
a)
Profit and loss.
b)
Business plan.
c)
Operational analysis.
d)
Future forecast.
46.
What would be the <b>most</b> effective way to illustrate to staff a decline in positive customer service reviews?
a)
Using group emails.
b)
Summarizing in a graph.
c)
Summarizing in a report.
d)
Using one-to-one discussions.
47.
What is the <b>most</b> effective tool to use when communicating company standards to a team?
a)
General clips from the internet.
b)
Screening of an end-of-year company review.
c)
Using external facilitators for training.
d)
Film training footage exclusively for the hotel.
48.
What should a supervisor <b>not</b> do when training staff on the communication to use to upsell a room?
a)
Advise them to speak confidently.
b)
Advise them to speak assertively.
c)
Advise them to speak aggressively.
d)
Advise them to speak knowledgeably.
49.
Why is it important that house style is adhered to when sending out communications?
a)
It is expensive.
b)
Mistakes will be eliminated.
c)
It gives a positive company image.
d)
Guests will receive more information.
50.
What is <b>not</b> an appropriate form of communication to remind guests of upcoming reservations?
a)
Personal email.
b)
Twitter.
c)
Call to mobile.
d)
Text message.
51.
What is the <b>best</b> way to welcome a guest with a visual impairment?
a)
Explain where all facilities are located.
b)
Give them copies of local guides.
c)
Give them personal contact details.
d)
Explain the check-out procedures.
52.
What is the <b>main</b> reason why information about the stay of a celebrity should <b>not</b> be communicated without permission?
a)
They may be avoiding publicity.
b)
Hotel may not wish to acknowledge them.
c)
They may want to arrange their own publicity.
d)
List of VIPs may be out-of-date.
53.
How can feedback be provided constructively to a new receptionist if there are areas for improvement?
a)
Suggest a trial for another month.
b)
Include the negatives between some positives.
c)
Suggest working alongside a colleague.
d)
Highlight areas of the training manual for review.
54.
What is an example of local heritage and culture in Saudi Arabia?
a)
Holiday resorts.
b)
Landscape.
c)
Antiquities.
d)
Sports cities.
55.
Why is it important for an establishment to check with the authorities before using a local festival as a promotional tool?
a)
Date may change on a yearly basis.
b)
Traditional crafts and culture are represented.
c)
It may only be open to the specific community.
d)
Date may coincide with and impact other offers.
56.
What would be the <b>most</b> appropriate method for a hotel to use to promote a local heritage attraction?
a)
Discount for organized groups.
b)
Coupons given away with car hire.
c)
Discount for late bookings.
d)
Booking point in airport arrivals.
57.
What is the <b>best</b> comparative benchmark to use when evaluating performance of two different leisure facilities in a hotel?
a)
Income generated.
b)
Use by in-house guests.
c)
Frequency of use.
d)
Duration of visits.
58.
Which method of obtaining feedback is <b>most</b> likely to attract regular travelers?
a)
On-line review sites.
b)
In-room questionnaires.
c)
Hotel blogs.
d)
Focus groups.
59.
Which promotional method is likely to be attractive to a business traveler?
a)
Two-for-one.
b)
Early booker.
c)
Late offer.
d)
Group rates.
60.
Which manager is <b>most</b> likely to be involved in the production of the marketing plan?
a)
Executive housekeeper.
b)
Front-of-house.
c)
Catering.
d)
Human resources.
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