HOW MIGHT THE ESTABLISHMENT OF QUALITY CIRCLES IN HOTEL STAFF IMPROVE MORALE?

23 Jun HOW MIGHT THE ESTABLISHMENT OF QUALITY CIRCLES IN HOTEL STAFF IMPROVE MORALE?

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