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 months 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
