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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) Mail 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

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)

Mail

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

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