Everything START Rooms Division
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| The __________ __________ is the most visible department in a hotel. | show 🗑
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| The __________ department often employs the largest staff in the rooms division. | show 🗑
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| maintains guest accounts and monitors credit limits | show 🗑
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| show | communications
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| provides parking service for guests’ automobiles | show 🗑
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| The __________ __________ usually contains information such as a guest’s planned length of stay and intended method of payment. | show 🗑
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| Pre-arrival, arrival, __________, and departure are the four stages of the guest cycle. | show 🗑
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| During this stage of the guest cycle, front office employees can find out whether guests were satisfied with their stay and encourage them to return. | show 🗑
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| show | arrival
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| What type of records do properties use to create guest history files? | show 🗑
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| For the protection and comfort of guests, front office employees should suggest only restaurants, entertainment sites, and attractions that are located in __________ areas of the community. | show 🗑
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| show | last, last
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| It is proper telephone courtesy to answer the telephone within four rings. | show 🗑
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| show | False
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| show | True
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| One way that housekeeping employees can work together with engineering employees is by identifying needed repairs and filling out a __________ __________ form, if necessary. | show 🗑
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| To help protect themselves from cleaning chemicals, housekeeping employees should clearly mark all _______ __________ with proper labels | show 🗑
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| Housekeeping employees should not loan their housekeeping keys to any one other than their supervisors. | show 🗑
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| If housekeeping employees notice a pet or signs of a pet, they should inform their supervisors. | show 🗑
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| Housekeeping departments typically take inventory for linens, towels, bathmats, and washcloths every month. | show 🗑
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| What type of customers usually like to take a relaxed approach to shopping in a lodging property retail store and may demand more detailed information about products? | show 🗑
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| The complete responsibilities of the concierge position include: | show 🗑
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| show | False
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| Going out to dinner or for drinks with guests is one of the job responsibilities of the concierge position. | show 🗑
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| Interacting with vendors and shipping personnel is one of the expectations of a lodging property retail cashier. | show 🗑
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| Suppose you are a front office employee and a guest asks you for directions to the nearest Italian restaurant. Which of the following directions would be most helpful and appropriate? | show 🗑
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| Suppose you are a housekeeping employee. After your break, you go to the 2nd floor to clean the next guestroom on your list. When you arrive, you realize that you have lost your housekeeping key and cannot get into the guestroom. What should you do? | show 🗑
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| show | Protect your guest’s privacy by not sharing what you know about him and his meetings with the guestroom attendant.
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| show | creating a guest history file
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| show | the front desk
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| Retail operations within a lodging property are generally: | show 🗑
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| This department plays a key role in keeping a lodging property clean and fresh. | show 🗑
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| show | the housekeeping department
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| Reservationists and PBX operators are the most crucial employees during this stage of the guest cycle. | show 🗑
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| show | a two-bedroom suite
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| show | True
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| “POS” stands for “pledge of service.” | show 🗑
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| show | If the front desk representative doesn’t tell guests about those conveniences, they may never find out about them.
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| show | business travelers, families with children, newlyweds, seniors
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| show | property management system.
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| show | False
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| Many lodging properties partner with airlines to offer frequent flyer guests bonus mileage points with the purchase of a guestroom. | show 🗑
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| The standard (non-discount) rate set by management for a specific type of room is called a ________ rate. | show 🗑
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| Guests who are not checking out on the current day are called ________________. | show 🗑
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| A room inventory term that refers to a group of rooms that are set aside for members of a group planning to stay at the property is called a __________. | show 🗑
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| Logbooks are useful for passing information along to different shifts at a property, but they are not legal documents as they are not drawn up by an attorney. | show 🗑
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| show | False
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| Suppose you are busy checking in a guest at the front desk when a line begins to form of other guests waiting to check in. What should you do? | show 🗑
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| show | Politely ask the guest for another card or another form of payment.
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| show | upselling
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| A __________ is a statement of all transactions affecting the balance of a guest’s account. | show 🗑
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| show | guest information directory
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| You can access a guest’s account on a computerized point-of-sale system by typing in the guest’s room number or the first few letters of the guest’s last name. | show 🗑
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| Most properties set a maximum dollar amount for which they are liable if something should happen to valuables placed in a property’s safe deposit box. | show 🗑
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| show | False
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| show | True
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| Guests who are checking out may need help with a taxi, courtesy transportation, limousine service, or luggage storage. | show 🗑
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| Suppose you are reviewing an account with a guest who is checking out. What should you do to make sure the account is up to date? | show 🗑
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| show | a guest charge that doesn’t reach the front desk until after the guest has checked out.
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| show | accepting an invalid card
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| A front desk representative is primarily responsible for: | show 🗑
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| A tool that enables front desk representatives to organize rooms according to their current availability and/or status is called a(n): | show 🗑
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| show | tell whether a guestroom is clean and ready to be occupied.
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| show | “Walk” the guests to another property where they will be accommodated at no cost.
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| show | Check whether there are available rooms.
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| What information should always be included on safe-deposit-box cards? | show 🗑
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| Suppose you are working at the front desk when a guest calls to request additional towels for her room. This is typically something handled by the housekeeping department. What should you do? | show 🗑
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| You are checking out a guest when the guest disputes a telephone charge, claiming that he did not make any calls from his room. What should you do? | show 🗑
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| show | only if it will not prevent the property from having rooms available for arriving guests
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| show | guests with a balance who are paying by cash or check
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| Travel agents are more likely to book rooms at a property when they get their __________ quickly. | show 🗑
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| show | Scripts
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| Why are group reservations very beneficial to a lodging property? . | show 🗑
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| show | telling engineering staff members about needed repairs and initiating maintenance requests, if necessary.
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| show | blocking rooms and arranging forecast reports
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| Central reservation systems have created standardized reservation computer systems that are used by all lodging properties. | show 🗑
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| show | True
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| show | forecasting
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| When a hotel has forecasted an excess demand for rooms, it might use ____________ ____________ to help determine which guests will bring in the most money for the hotel. | show 🗑
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| When used with the reservations system, a __________ __________ system can help reservationists give a personal touch for repeat guests. | show 🗑
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| Reservationists make reservations only by telephone. | show 🗑
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| show | True
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| Which upselling technique describes the lowest priced room first, and then suggests extra amenities and benefits the caller could enjoy in a more expensive room? | show 🗑
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| show | that they will do their best, but they cannot guarantee a specific room
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| How do reservationists respond to guests who request information such as brochures or rates sheets? | show 🗑
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| show | guaranteed
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| show | group reservtion master
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| show | False
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| If a guest does not provide an advance deposit in the allotted timeframe, reservationists leave the reservation as a guaranteed reservation. | show 🗑
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| show | True
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| Imagine you are a reservationist. You receive a call, and the caller asks to reserve 15 rooms for three nights. What should you do? | show 🗑
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| show | to make arrangements for guests to stay at the lodging property at a future date
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| show | close to arrival date
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| show | “We’re offering you a free upgrade to one of our deluxe rooms. We think you’ll really like it.”
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| Suppose you are a reservationist, and you want to provide the front desk representatives with information for managing today’s arrivals, departures, walk-ins, and same-day reservations. Which report would you give them? | show 🗑
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| Suppose you are a reservationist, and your caller requests an accessible room. You note the request on the reservation record and block the room. What else should you do? | show 🗑
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| show | a non-guaranteed reservation
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| What is upselling? | show 🗑
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| show | reservation record
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| Why is it important for a reservationist to be familiar with a script before taking reservation calls? | show 🗑
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| show | telephone switchboard
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| PBX operators can be excellent team players by helping front desk employees make__________ __________. | show 🗑
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| show | clarity
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| Admitting if you do not know an answer to a caller ’s question and offering to find the answer | show 🗑
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| show | tact
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| The front office computer system consists of the main switchboard and the multi-line telephones at the front desk, in reservations, at the bell stand, and throughout the front office area. | show 🗑
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| show | True
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| show | the guest call sheet
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| show | anyone who makes a guest or employee feel something might be wrong.
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| show | a ham radio
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| Before providing guests with information about the property and suggestions for what to do in the local area, PBX operators first __________ carefully to guests to find out what they want to know. | show 🗑
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| show | repeat
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| PBX operators are more likely to encounter dissatisfied guests than any other position of a lodging property. | show 🗑
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| show | True
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| If the information guests request about a function at the property is not on the function sheet, then the function is not being held at the property. | show 🗑
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| show | emergency
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| show | logbook
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| When the need arises to evacuate a property, what floor should be evacuated first? | show 🗑
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| How much information should PBX operators give guests when using the public address system to evacuate a property? | show 🗑
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| Suppose a PBX operator receives an emergency call. The emergency involves someone other than the caller who is injured. What should the PBX operator tell the caller? | show 🗑
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| You are a PBX operator & you encounter a guest who is extremely upset. He says he returned from an exhausting day of business negotiations to find his guestroom still dirty & his dry cleaning not delivered to his room. What is your best first step? | show 🗑
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| Imagine that you are working at a lodging property and you receive a phone call from a person threatening to bomb the property. How should you respond? | show 🗑
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| show | Remain calm, reassure the guest that the situation is under control and investigation, and keep the call short
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| show | Keeping accurate records allows PBX operators to properly respond to any potential problems or complaints.
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| show | Throw out or recycle useless papers, dust the equipment, and pick up trash throughout each shift.
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| show | Guests and co-workers depend on PBX operators for a fountain of information, services, and communication.
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| show | the daily function sheet
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| show | eight
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| show | confidence
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| show | Hang up immediately. Record the call in the front office log book and report thematter to management.
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| Proper tip etiquette dictates that when a bell attendant accepts a tip, he or she should look at the __________, not the tip. | show 🗑
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| Key control is extremely important in a valet parking service operation. When a bell attendant returns from parking a guest’s vehicle, the vehicle keys should be immediately secured in the valet ______ ______________. | show 🗑
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| The position where bell attendants stand from where they will perform a task that will likely earn a tip. | show 🗑
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| show | “post” position
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| The position where bell attendants stand from where they will perform a task that will likely not earn a tip. | show 🗑
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| show | False
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| .The typical luggage claim ticket has two parts: one for the guest, and one for the attendant. | show 🗑
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| Which of the following most accurately describes a step to follow when loading luggage onto a luggage cart? | show 🗑
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| show | rooming guests.
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| show | For most large groups, gratuity is included in the package price.
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| show | taxi line
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| show | directions
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| Bell attendants are the employees who typically provide courtesy transportation to guests. | show 🗑
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| Bell attendants do not attempt to disturb or interact with guests while providing them courtesy transportation. | show 🗑
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| show | True
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| show | deliveries
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| show | vacant, clean
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| show | the current status of the guestroom.
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| When guests receive mail, messages, faxes, or packages that are considered urgent, they are: | show 🗑
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| show | a DVD player
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| One way for bell attendants to help keep the front entrance areas clean is to walk through these areas and look at them from the __________’s perspective. | show 🗑
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| show | 90
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| show | False
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| If a bell attendant causes a vehicle accident, he or she should admit fault at the scene. | show 🗑
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| A thorough description of an accident, usually in the form of an accident report, is needed for insurance purposes. | show 🗑
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| As a bell attendant at a property that offers valet parking, you have just finished unloading a guest’s bags and you ask the guest if she would like valet parking. She declines, saying she would prefer to park her own vehicle. What should you do next? | show 🗑
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| You are a bell attendant. A young couple who has just gotten engaged & want to do something romantic, approaches you to get a limousine to take them around the town. What type of limousine service is this? | show 🗑
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| show | location of a coffee shop, pharmacy, or gift shop
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| show | Greet and welcome the guest, then politely ask the guest to pull the vehicle forward.
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| You work days as a bell attendant at a large resort. A front desk representative is helping a guest who checked in a few minutes ago. They look directly at you and you hear, “Courtesy please!” Which type of service you are most likely to perform? | show 🗑
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| show | extra towels and soap
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| show | Notify someone at the lodging property immediately.
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| show | Make sure that Mrs. Smith has filled out a laundry slip, then place the bag in a secure area.
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| show | Tell the driver that you will load the guest's luggage into the taxi’s trunk.
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