WorksheetsHTMP FULL REVIEW
Total questions: 60
Worksheet time: 30mins
Name
Class
Date
1.
Which areas is the front office manager responsible for overseeing?
a)
front desk, housekeeping, and maintenance
b)
concierge, bell services, and public space cleaners
c)
front desk, concierge, and bell services
d)
front desk, maintenance, and bell services
2.
Which of the following departments is generally considered a cost center?
a)
maintenance
b)
snack bar
c)
front desk
d)
gift shop
3.
Who is responsible for safety in the workplace?
a)
maintenance workers
b)
management
c)
safety officers
d)
all employees
4.
Skills need to operate equipment, maintain facilities, and utilize computer systems are examples of _______skills.
a)
Hard
b)
Soft
c)
Secondary
d)
Primary
5.
The market property is best suited to attract is known as its _________market.
a)
Strategic
b)
Prime
c)
Optimal
d)
Target
6.
The yield statistic shows if the property is:
a)
Keeping guest folios up to date
b)
Generating the highest revenue possible
c)
Maintaining a good RevPAR
d)
Running efficiently
7.
The quality, quantity, and cost consistency of menu items are best maintained through the use of:
a)
Upselling techniques
b)
Standard recipes
c)
Price points
d)
Sustainability practices
8.
Which of the following terms is used to describe the highest possible rate a guest may be charged for a room?
a)
Rack rate
b)
Guest limit
c)
Deluxe rate
d)
Price point
9.
Which of the following terms refers to the number of items that must be on hand to support daily, routine housekeeping operations?
a)
Maximum quantity
b)
Inventory
c)
Minimum quantity
d)
Par
10.
Material Safety Data Sheets are required for:
a)
Electrical equipment used in the workplace
b)
Potentially hazardous chemicals used in the workplace
c)
Food products
d)
All of the above
11.
Which of the following is an example of an entry level hospitality position?
a)
Front desk supervisor
b)
Maintenance manager
c)
Guest Room attendant
d)
Housekeeping supervisor
12.
The success of a brand loyalty program centers on:
a)
Limited competition from other hotels or restaurants
b)
Inexpensive prices
c)
The number of guest service employees scheduled for each shift.
d)
Creating positive guest experiences with each stay.
13.
Which of the following is considered sensitive information and should be kept private in order to help prevent identity theft and other forms of fraud?
a)
Social security number
b)
Driver’s license number
c)
credit/debit card numbers
d)
All of the above
14.
What is the main reason for assessing all risky situations, then taking action to correct the problem using a health and safety program?
a)
to plan for disasters
b)
to protect the environment
c)
to prevent accidents and injuries to guests and employees
d)
to keep guest lawsuits under control
15.
Which of the following qualifies as an operational emergency?
a)
a power outage
b)
a guest trapped in a broken elevator
c)
a guest having chest pains and trouble breathing
d)
all of the above represent operational emergencies
16.
The best way for a hospitality operation to be prepared to deal with a variety of sensitive and potentially dangerous situations is by:
a)
installing state-of-the-are fire suppression systems on all guestroom floors.
b)
asking local law enforcement officers to conduct periodic patrols of the property.
c)
developing a detailed emergency response plan.
d)
hiring extra security officers during busy seasons.
17.
What type of key is needed to open a guestroom in double-lock mode?
a)
emergency key
b)
housekeeping key
c)
master key
d)
none of the above
18.
Money left over after necessities such as food and housing have been paid for that can be spent on luxury items and vacations is referred to as:
a)
Fixed income
b)
Discretionary income
c)
Cost of living
d)
Incremental income
19.
Letters of recommendation, school transcripts, and visual examples of previous work projects and educational experiences are items typically contained in a ____________________.
a)
Job specification
b)
Resume
c)
Job descriptions
d)
Portfolio
20.
The set of rules used to determine which actions are right and which are wrong are referred to as _______.
a)
Performance standards
b)
Convictions
c)
Ethics
d)
Service standards
21.
The visual attractiveness of a building as seen from the street is known as:
a)
Product placement
b)
Interior design
c)
Ease of access
d)
Curb appeal
22.
What type of resort bundles the cost of lodging, meals, and activities into a packaged price?
a)
All-inclusive
b)
Luxury
c)
Spa
d)
Family-friendly
23.
What is the purpose of the night audit?
a)
resolve room status discrepancies
b)
close one business day and open the next day for transactions
c)
verify posted entries and balance front office accounts
d)
all of the above
24.
Occupancy percentage measures:
a)
whether the property has reached its revenue goals.
b)
how well marketing money is spent.
c)
how successful the property is in attracting and selling rooms to guests
d)
how many guests use the hotel’s amenities.
25.
A recent advertising campaign cost $2,500 to conduct and was estimated to generate $4,000 in additional revenue. The return on investment (ROI) for this campaign was _____.
a)
15%
b)
25%
c)
40%
d)
60%
26.
When used together, the four Ps of marketing will produce a:
a)
promotional package.
b)
competition analysis
c)
marketing strategy
d)
revenue goal
27.
Demographics analyze factors such as:
a)
product choices.
b)
lifestyle choices.
c)
market segments.
d)
age and gender.
28.
What are the three most common types of sales upgrades used in the hospitality and tourism industry?
a)
new sales, product sales, and sales of services
b)
upselling, group selling, and new sales
c)
catering sales, new sales, and existing sales
d)
upselling, cross-selling, and suggestive selling
29.
What is the main objective of the sales department?
a)
to talk people into traveling
b)
to increase a business’s bottom line
c)
to assist with marketing efforts
d)
all of the above
30.
The two main Internet prospecting tools are:
a)
e-blasts and reservation management systems.
b)
cold calling and networking.
c)
referrals and strategic alliances.
d)
online lead generation and customer relationship management (CRM) database.
31.
What is the most common cause of on-the-job injuries?
a)
slips, trip, and falls
b)
equipment, cars, and tools
c)
cuts, burns, and bruises
d)
guests, co-workers, and managers
32.
The guestroom attendant's main goal should be to:
a)
clean the guestroom as quickly as possible.
b)
clean guestrooms using as few chemicals as possible.
c)
become a housekeeping supervisor.
d)
make sure guestrooms are clean, completely stocked, and welcoming.
33.
Edina is responsible for taking an inventory of the all-purpose cleaner for Tomas Tower on the fifteenth day of the month. This month, she notes that the beginning inventory was 542 gallons, the hotel has already purchased and received 200 gallons this month, and the hotel issues 30 gallons a day. What should Edina estimate the inventory to be by the end of the day?
a)
0 gallons
b)
292 gallons
c)
372 gallons
d)
712 gallons
34.
What is the main difference between front of and back of house areas?
a)
Back of house areas are for guest and employees.
b)
Front of house areas are for employees only.
c)
Front of house areas are for guests only.
d)
Front of house is for guests and employees while back of house areas are for employees only.
35.
The chief engineer oversees:
a)
computer technology and sanitation.
b)
safety, security and regulatory compliance of buildings and systems.
c)
PCI compliance and storage areas
d)
all of the above.
36.
Why are preventative maintenance and routine inspections an important part of facility management?
a)
Each makes certain everything is in good repair and working correctly.
b)
Each is needed only for emergency management reasons.
c)
Each makes certain guests never have a reason to complain
d)
Each is costly and should be done only when needed.
37.
The main goal of destination dining is to:
a)
create unique dishes by using all natural ingredients.
b)
attract hotel guests as well as locals and visitors.
c)
promote team-building by including the guest in the entrée preparation process.
d)
attract celebrities who will promote the property.
38.
What are the three main categories of food and beverage job positions?
a)
supervisors, cooks, and greeters
b)
managers, production staff, and service staff
c)
executives, salaried, and hourly employees
d)
chefs, cooks, and servers
39.
Which of the following is a key element in a typical spa resort experience?
a)
gourmet dining
b)
health and wellness
c)
live entertainment
d)
destination dining outlets
40.
Cruise ships have become a popular resort experience for guest who:
a)
prefer inexpensive vacations
b)
prefer to unpack once and be able to visit a variety of destinations.
c)
prefer ocean voyages on a large ship.
d)
prefer to just sleep and eat.
41.
The Guest Service Measurement (GSM) allows hospitality or tourism-related businesses to
a)
calculate how much revenue is being lost due to poor customer service.
b)
evaluate the competition
c)
determine how satisfied guests are with their experience
d)
determine how much to charge for the guest experience
42.
Which is one of the fastest growing sectors of the hospitality and tourism
a)
International travel
b)
Regional travel
c)
Eco-tourism
d)
Domestic travel
43.
Which of the following is classified as a Point of Sale (POS) system?
a)
a moment of truth
b)
a reservation
c)
a cash register
d)
a cell phone
44.
What is the name of the financial statement that summarizes an operation's revenue, costs, and expenses during a specific period of time?
a)
Balance Sheet
b)
Bank Reconciliation Statement
c)
Profit and Loss (P&L) Report
d)
Statement of Owner's Equity
45.
Which of the following conversations contains information that is sensitive in nature and should be conducted in private?
a)
informing a guest their credit card has been declined
b)
telling a guest about the various amenities that are available
c)
asking a guest if they would like a wakeup call
d)
informing a guest about the featured entrée in the hotel’s restaurant
46.
When communicating through email to guest, it is important for employees to:
a)
limit the email to a one-sentence response.
b)
use all upper case letters or a large font so the email is easy to read in case the guest has a vision impairment.
c)
use proper spelling, grammar, and punctuation.
d)
use jargon or slang to make the email more personal.
47.
Unless otherwise instructed, employees should greet guests by using:
a)
a polite wave of the hand.
b)
a polite nod of the head in the direction of the guest.
c)
his or her first name.
d)
his or her salutation and last name (Mr. Smith).
48.
Which of the following qualifies as nonverbal communication?
a)
facial expressions
b)
voice tone and pitch
c)
crossed arms
d)
all of the above
49.
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.
a)
prepaid
b)
24-hour hold
c)
guaranteed
d)
non-guaranteed
50.
What is the difference between a Modified American Plan and a European Plan?
a)
Modified American Plans price meals separately from guestrooms; European Plans charge a daily rate that includes two meals per day.
b)
European Plans are used only in the Eastern Hemisphere while Modified American Plans are used exclusively in the Western Hemisphere.
c)
European Plans price meals separately from guestrooms; Modified American Plans charge a daily rate that includes two meals per day.
d)
Modified American Plans require pre-payment for all charges at check-in; European plans allow you to pay-as-you-go.
51.
Hotels, resorts, and vacation rentals fall under which hospitality-related business category?
a)
Attractions
b)
Food and beverage
c)
Accommodations
d)
Transportation
52.
The key role of a destination marketing organization (DMO) is to:
a)
develop economic growth by attracting visitors through the marketing of local attractions and services.
b)
provide travelers with hotel and restaurant discounts.
c)
develop safety regulations for hospitality-related businesses.
d)
promote diversity awareness and inclusion opportunities to local businesses.
53.
What type of hotel typically attracts guests who enjoy gaming and live entertainment?
a)
all-suite
b)
airport
c)
casino
d)
conference center
54.
The R.A.V.E. principle is closely associated with which one of the following?
a)
diversity
b)
commercial hotels
c)
discipline
d)
guest safety
55.
Which of the following is classified as a soft skill?
a)
operating maintenance equipment
b)
a positive attitude
c)
knowing your property's emergency evacuation procedures
d)
operating a cash register
56.
Which of the following is an example of an executive level hospitality position?
a)
guestroom attendant
b)
general manager
c)
front desk manager
d)
restaurant server
57.
The document that summarizes an individual's qualifications, work experience, and education is called a
a)
résumé
b)
job description
c)
job specification
d)
portfolio
58.
At what stage in the guest cycle does the guest select a hotel?
a)
Departure
b)
Pre-arrival
c)
Arrival
d)
Occupancy
59.
Performance standards are used to:
a)
allow guests an opportunity to provide feedback regarding the quality of their stay.
b)
measure how well a person does his or her job.
c)
predict how long a guest is likely to stay.
d)
determine the quality of stay for each guest.
60.
After listening to a customer complaint, an employee should:
a)
apologize for the inconvenience or frustration experienced by the guest.
b)
have a supervisor handle the problem.
c)
admit fault for the problem.
d)
promise the guest they can have whatever will make them happy.
100 %
