Question Multiple Choice questions

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

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