Multiple Choice questions
Question 1. 1. (TCO 2) How might the establishment of
quality circles in hotel staff improve morale? Please provide at least 2
examples. (Points : 20)
Question 2. 2. (TCO 3) What is the correct check-in
procedure for a guest who arrives without a reservation? What happens if you do
not have room for the guest? (Points : 20)
Question 3. 3. (TCO 4) What is the Occupational Safety and
Health Act (OSHA)? Explain the role of the Occupational Safety and Health Act
(OSHA) as it pertains to the lodging industry. (Points : 20)
Question 4. 4. (TCO 5) What is the purpose of a function
book? In a function book entry, what information should be included? (Points :
20)
Question 5. 5. (TCO 7) What is the Fair Labor Standards Act?
How does it affect the lodging industry? (Points : 20)
Multiple Choice
Questions
Within this section of the exam pick the BEST answer related
to each question. only one answer is
correct for each question.
Question 1.1. (TCO 1) Per the textbook, which of these hotel
employees is NOT a part of the Guest Services Staff? (Points : 5)
Baggage Porter
Concierge
Door staff
Front Desk
Clerk
Question 2.2. (TCO 2) Being in the information fast lane
means: (Points : 5)
Centralizing
and controlling all information sources
Delivering all
information to all people at all times
Enabling
organizations to react more speedily to market needs and fulfill customer
demands both quickly and accurately
All of the
above
Question 3.3. (TCO 2) All of the following functions belong
to the human resources department EXCEPT: (Points : 5)
employee
recruitment
training
final hiring
decision
benefits
administration
Question 4.4. (TCO 2) The concept of zero defects is made
well-known worldwide by______? (Points : 5)
Japan
United States
China
United Kingdom
Question 5.5. (TCO 3) An out-of-order room means that the
room: (Points : 5)
is occupied by
a guest
is dirty
is in the
process of being cleaned
has mechanical
problems
Question 6.6. (TCO 3) The following are part of the four
direct reservations sources: (Points : 5)
Telephone
Central
Reservation System
All of the
above
Question 7.7. (TCO 4) HAZCOMM has to do with using ______ on
the job. (Points : 5)
food
fuel
linen
chemicals
Question 8.8. (TCO 4) This person is normally in charge of
carpet repairs, wall washers, drapery cleaners, and shampooers: (Points : 5)
laundry
attendant
laundry supervisor
runner
house staff
Question 9.9. (TCO 5) The monthly forecast is the basis of
the following reports except: (Points : 5)
report
representing the month’s business that has been confirmed and that which still
remains tentative
cumulative
report showing all bookings for the year, including those of the past month
month by month
listing of all definite bookings for the next three years
all cancelled
business that deposits have been made on
Question 10.10. (TCO 5) The progress of the reservations
received against the number blocked out is called the: (Points : 5)
room pick-up
confirmation
letter
group booking
booking
follow-up
Question 11.11. (TCO 6) Which supplies, used in a hotel, are
usually not ordered through the primary purchasing department, and are
usage-based rather than specifically-budget based? (Points : 5)
Furniture
Food and
Beverages
Linens
Office supplies
Question 12.12. (TCO 7) Tests, simulations, interviews,
group interviews, drug tests, physical examinations, background checks, job
previews, and other tools and devices can be used in the: (Points : 5)
selection
process
recruiting
process
pay scale
setting process
organization
process
Question 13.13. (TCO 7) The ________ is a publication that
provides a clear understanding of the employer’s expectation to employees and
what employees can expect from their workplace. (Points : 5)
Employee
handbook
Departmental
training manual
Labor Union
pamphlet
Employee
newsletter
