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WorksheetsFinal Exam Revision GRM DIP 2021
Total questions: 68
Worksheet time: 3hrs 24mins
Name
Class
Date
1.
What is the name of the document which describes the regularly recurring operations relevant to the quality of a task?
a)
A standard
b)
A Standard Operating Procedure
c)
A Measuring Tool
d)
A Benchmark
2.
As a member of management, a ____________ main job is more concerned with orchestrating and controlling work rather than performing it directly.
a)
Supervisor
b)
Leader
c)
banqueting Manager
d)
General Manager
3.
The significance of reception and accommodation services in the overall operation of the hotel is……..
a)
They are responsible for coordination among each department
b)
Connection
c)
cooperation
d)
none of the above
4.
What is the purpose of a GRO?
a)
Enhance a customer’s experience.
b)
Deal with complaints only.
c)
Liaise between the various departments
d)
Collect guest payments.
5.
Dress codes, grooming standards, and corporate 'looks' are examples of what?
a)
professional appearance
b)
Fashionable look
c)
Causal Look
d)
none of the above
6.
Identify the best method to protect guests and their property at a hotel.
a)
Recordable electronic keys (credit card style with magnetic stripes)
b)
Networked live and recorded surveillance cameras throughout the public areas
c)
Security officers regularly patrolling the hotel areas
d)
All of the above
7.
Which is the best strategy to use to ensure guest satisfaction?
a)
A free meal in the hotel’s restaurant
b)
Offering a lot of amenities for the guests
c)
Clean and working hotel room and restroom
d)
Overall good quality service, high standards and consistent good guest services.
8.
Why is it important to establish boundaries of authority for team members?
a)
Team members need to know how they can help customers.
b)
Boundaries and authority help team members know who the manager is.
c)
Staff know what their limits are.
d)
It sets a clear line between staff and management.
9.
What is an impact of advertising false information about heritage & culture in the hotel?
a)
You will lose the trust of the visitors
b)
Nothing, the visitor will believe anything.
c)
Give the visitors information and let them make their mind up
d)
Visitors understand it is part of a sales technique.
10.
What are most likely aspects of local heritage and culture that may be of interest to potential guests?
a)
Shopping for clothes
b)
A sword dance based on ancient Bedouin traditions.
c)
Prayer time.
d)
Religious Pilgrimage.
11.
What is “culture”?
a)
A system of values and norms that are shared among a group of people.
b)
A group of people who share a common set of values and norms.
c)
A way of life for an entire society.
d)
Behaviors passed down from generation to generation
12.
Which characteristic of guest communication is most important for clients?
a)
A steady consistent experience
b)
Politeness
c)
Approachable staff
d)
staff manners
13.
Which approach could be used to obtain further details from a guest?
a)
Use empathy
b)
Paraphrase
c)
Perception checking
d)
Ask questions
14.
Which of the below best describes Oral communication?
a)
Accurately hearing what people are saying
b)
Never say sorry in assertive way
c)
Team work is not important
d)
Use only body language
15.
Effective communication is a useful skill when dealing with clients and customers, which of the below should it not be used for?
a)
To help in making decisions and speed up flow of work
b)
To improve job satisfaction and increases customer satisfaction
c)
To save time and money and make the business relationship strong
d)
To help in building a friendship with customers
16.
Which of the below actions cannot be taken to identify and rectify deficiencies in communication skills?
a)
Learn to listen
b)
Emphasize and Encourage
c)
Be aware of other people’s emotions
d)
Just answer the customer’s needs
17.
What type of communication is best for solving problems?
a)
visual
b)
oral
c)
written
d)
sign language
18.
What is the most likely consequence of NOT taking a positive attitude towards a guest’s complaint?
a)
The guest is likely to book the hotel again
b)
The guest will leave the hotel
c)
The guest is unlikely to agree to your solution
d)
The guest is more likely to agree to your solution
19.
What is the main aim of a standard operating policy?
a)
A tool used to train staff
b)
To decrease complaints
c)
To ensure a positive guest experience
d)
To educate staff on quality and consistency
20.
What is the purpose of a KPI?
a)
To ensure individual staff work as a team
b)
To measure performance against a set target
c)
To evaluate the performance of business, processes and individuals
d)
To evaluate the performance and make better decisions for the future
21.
What is the main purpose of a budget?
a)
To stop spending
b)
To set a spending target
c)
To limit spending to a certain point
d)
To avoid under spending
22.
How can information regarding competitor service be obtained?
a)
Sign up for competitor’s emails and newsletters
b)
Call them on a daily basis
c)
Send your customers to check the information
d)
No need any information
23.
Which is NOT the main responsibility of a supervisor?
a)
confidentiality about organizational information
b)
must follow the SOP’s
c)
responsible for employees to follow the organizational policies and procedures
d)
responsible for the cleaning process only
24.
Why is it useful to analyze the effectiveness of guest process and procedures?
a)
increases profit and productivity and reduces cost
b)
decrease customer service
c)
there is no process improvement
d)
appoint a mentor
25.
Who is responsible for collecting Statistical data?
a)
the computer can take own data
b)
only the supervisor
c)
only the manager
d)
any member of staff has the potential to collect hotel information
26.
How is Quantitative Monitoring important?
a)
evidence of success is not important
b)
numerical evidence gives credibility
c)
it does not indicate when it is worth pursuing
d)
trend information visually is not needed
27.
What are the direct benefits of training?
a)
increases staff turnover and reduces absenteeism
b)
decreases job satisfaction and employee morale
c)
Staff performance and quality will improve.
d)
more accidents occurred
28.
The design of a Process document must be:
a)
easy to understand
b)
only complex sentences used
c)
no specific stages needed
d)
the job in each stage is complicated
29.
What is the best way to estimate the cost of potential products and services?
a)
Creating the budget for the total cost.
b)
rate data.
c)
Statement of cash flows.
d)
Frequency of guest usage.
30.
Which of the following best describe the sales promotion activity?
a)
Reduce the room rate on guest arrival.
b)
Book tours for guests.
c)
Advertise on social media.
d)
Offering a free beauty product with spa treatments
31.
Which is NOT the characteristics of a marketing mix within the hospitality industry?
a)
Product, Price, Promotion, Place, Process, Potential customers and People
b)
Product, Price, Promotion, People, Place, Procedures and Physical evidence.
c)
Product, Price, Place, Promotion, People, Process and Physical Evidence.
d)
Product, Price, Promotion, People, Place, Policies and Processes.
32.
How can hotels keep their customers coming back?
a)
Retain loyal staff members.
b)
Set targets.
c)
Have consistency in service delivery.
d)
Assess customer reviews
33.
What is the most important benefit of upselling?
a)
Sets a limit to expenditure.
b)
To increase the sales of available products
c)
To sell the most expensive products to the guests
d)
To maximize profits.
34.
What is most likely to be a hotel POS?
a)
Front desk.
b)
A department that collects revenue for its goods and services.
c)
Accounts department.
d)
A voucher.
35.
What impact does, not keeping guest accounts up to date, has upon the success of the business?
a)
The information is often not up to date.
b)
Impossible to find important information and documents quickly
c)
There is a time delay.
d)
Advance for tax payments
36.
Why is it important to secure guests accounts from unauthorized access?
a)
Confidentiality and integrity.
b)
Prevention of fraud
c)
Guest loyalty
d)
Customer retention.
37.
What is the best way for a financial data to be gathered and collated?
a)
Financial report.
b)
Balance sheet.
c)
Budget
d)
Proposal
38.
What is an example of a financial statement?
a)
Cash flow
b)
Investor records
c)
A graph
d)
Bar chart
39.
What would be the best way data can be gathered regarding the quality and cost of service delivery?
a)
Questionnaires.
b)
Guest profiles.
c)
Staff training.
d)
Events.
40.
What types of information staff can provide to the company about what potential customers would like?
a)
New products preferences.
b)
Spa and entertainment services.
c)
Information about competitors.
d)
Safety and security information
41.
A comparison against service offered by competitors can be done through benchmark on?
a)
Monitoring guest trends.
b)
Skills and knowledge of existing staff
c)
Evaluating profit and loss accounts.
d)
Analyzing staff performance.
42.
What is the Key function of a SWOT Analysis in a business?
a)
To analyze the business opportunities.
b)
To assess the internal and external factors of the business.
c)
understand benefits of a business new processes.
d)
To evaluate performance.
43.
What is the best way to develop a proposal for new guest services?
a)
Employ experienced staff.
b)
Research testing and marketing plan.
c)
On-the-job training.
d)
Regular staff monitoring.
44.
What are the types of training intervention that can be used to prepare staff to deliver new guest service?
a)
Appointing sales representatives.
b)
On the job training.
c)
Personal coaching.
d)
Mentorship.
45.
What is the name of the document which describes the regularly recurring operations relevant to the quality of a task?
a)
A standard
b)
A Standard Operating Procedure
c)
A Measuring Tool
d)
A Benchmark
46.
What is the purpose of a Guest Relations Officer (GRO)?
a)
Enhance a customer’s experience.
b)
Deal with complaints only.
c)
Liaise between the various departments
d)
Collect guest payments.
47.
Dress codes, grooming standards, and corporate 'looks' are examples of what?
a)
professional appearance
b)
Fashionable look
c)
Casual look
d)
Modern look
48.
What is not the best method to protect guests and their property at a hotel.
a)
Recordable electronic keys (credit card style with magnetic strips)
b)
Networked live and recorded surveillance cameras throughout the public areas
c)
Locking expensive jewelry in a cupboard
d)
Allowing unauthorized entry
49.
Which is the best strategy to ensure guest satisfaction?
a)
A free meal in the hotel’s restaurant
b)
Offering a lot of amenities for the guests
c)
Clean and working hotel room and restroom
d)
Overall good quality service, high standards and consistent good guest services.
50.
Why is it important to establish boundaries of authority for team members?
a)
Team members need to know how they can help customers.
b)
Boundaries and authority help team members know who the manager is.
c)
Staff know what their limits are.
d)
It sets a clear line between staff and management.
51.
What is an impact of advertising false information about heritage & culture in the hotel?
a)
You will lose the trust of the visitors
b)
Nothing, the visitor will believe anything.
c)
Give the visitors information and let them make their mind up
d)
Visitors understand it is part of a sales technique.
52.
What is most likely aspects of local heritage and culture that may be of interest to potential guests?
a)
A system of values and norms that are shared among a group of people.
b)
A group of people who share a common set of values and norms.
c)
A way of life for an entire society.
d)
Behaviors passed down from generation to generation
53.
What is most likely aspects of local heritage and culture that may be of interest to potential guests?
a)
Shopping for clothes
b)
A sword dance based on ancient Bedouin traditions
c)
Prayer time
d)
Religious Pilgrimage.
54.
What is called a systematized collection of data that can be accessed immediately and manipulated by a data-processing system for a specific purpose?
a)
Property Management System.
b)
Hotel System
c)
Field
d)
Database
55.
Related fields in a database are grouped to form a _____________.
a)
Data file
b)
Data record
c)
Menu
d)
Bank
56.
What is an information processing system for business transactions involving the collection, modification and retrieval of all transaction data?
a)
Transaction Process System (TPS)
b)
Point of Sale System (PoS)
c)
Property Management System (PMS)
d)
Automated Teller Machine (ATM)
57.
Functions managed by a property management system (PMS) include automation of all the following tasks, EXCEPT __________.
a)
Check-in and check out
b)
Creating Bank Accounts for individuals
c)
Reporting of key performance indicators (KPI)
d)
Security and room locks
58.
The process ________ posts room tariff and taxes automatically on the guest’s folio and helps confirm and reconcile the final balance of the entire day’s transactions.
a)
Guest Reservation
b)
Guest Registrations
c)
Night Audit
d)
Pricing Automation
59.
The Property management system (PMS) reservations module will display a list of reservations in a graphical way, usually called a _____.
a)
Tape chart
b)
Online graph
c)
Online charge
d)
Guest register
60.
Why do we need to collect guest service data?
a)
To develop current level of guest services
b)
To distinguish staffs with high customer service standards
c)
To post this data in hotel’s booking websites
d)
To estimate the revenue of the hotel
61.
What is the source of collecting guest services data?
a)
Customer relationship management system
b)
Human resource management system
c)
Tracking staffs’ attendances system
d)
Finance management system
62.
What must be considered when setting Key Performance Indicator target?
a)
Target must be determined only
b)
Target must be determined and measurable only
c)
Target must be determined, measurable and attainable only
d)
Target must be determined, measurable, attainable and capable to be achieved on specific time period
63.
Which one of the following can be an effect of insufficient guest service?
a)
Bad hotel organization
b)
Loss of business
c)
Insufficient file organization
d)
Insufficient housekeeping services
64.
What is the first stage to create a new product?
a)
Commercialization
b)
Generating ideas
c)
Product testing
d)
Marketing
65.
Which of the following should not be a factor of creating marketing mix?
a)
Product
b)
Promotion
c)
Price
d)
Preference
66.
Which of these bests describe the promotions method?
a)
The set of actions a company set to achieve its target
b)
The set of activities a company planned to manage its financial resources
c)
The set of rules a company set to manage its employee
d)
The set of actions a company use to promote its products
67.
What term best describes an effort performed to satisfy a need or to fulfill a demand?
a)
Product
b)
Service
c)
Promotion
d)
Benchmark
68.
What can be the most common complaint by guest in a hotel?
a)
No minibar in the room
b)
Untidy room
c)
No internet services
d)
No electricity
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