酒店运作练习题(2)

d. Supplier satisfaction, employee satisfaction, and owner satisfaction e. None of the above

29. During the weekly “yield meeting”, Underwood meets with:

a. Director of revenue management b. Director of Sales

c. Director of Food and Beverage d. All of the above e. Only a and b

30. Garry Dickover gives a number of reasons why it is important to have a

pre-shift meeting with his staff. Which of the following reasons was not given in the article?

a. It is a time where the front office manager has everyone together.

b. Garry Dickover is able to inform his employees of what is going on for

the day. c. It is a time for the employees to put in requests for time off.

d. It gives the FOM a chance to share with the employees the standards that

the company has set. e. The FOM and the employees are given the opportunity to discuss how

they can apply the standards to the customers.

31. According to the article, why should the front office manager make it a point to greet the staff and wish them a good morning?

a. It sets the stage for the remainder of the day.

b. It gives the employees the opportunity to express any concerns they may

have for the day. c. It makes the employees feel good. d. All of the above. e. Only a and c

32. What information should the front office have in advance before meeting with the resident manager?

a. Daily sales from the previous day.

b. The occupancy report from the previous day. c. The number of employees who have called in sick for the day. d. All of the above e. Only a and b

33. Why should a front office manager meet with his/her associates during the day?

a. It allows the FOM to get a pulse of what is going on in the organization. b. It helps build a relationship within the team. c. It helps to identify the challenges that the FOM may not be aware of. d. All of the above. e. Only b and c

34. According to the article, who is the best customer to a hotel company?

a. It’s the individual who is willing to give a full description of their stay. b. It’s the individual who can spend the most money at the property

purchasing profitable items.

c. It’s the individual who receives the greatest benefit from your services. d. Every customer is the “best” customer in the eyes of a hotel company. e. Only b and c.

35. Which of the following was not listed as a principle that applies to setting up categories to manage rates at a hotel?

a. Each category should have a reasonable volume of activity.

b. Limit the total number of transient rate categories to no more than six or

so. c. Group business should have a separate hierarchy of buckets to allow the

operator to track pickups of room blocks. d. All of the above were listed in the article. e. Only a and c were listed in the article

36. Which of the following was not one of the six significant findings about the modern concierge?

a. Emotional b. Passion c. Titles

d. Technology and the “Compcierge” e. Aloha

37. Which of the following is not considered one of the key areas of the front office operation?

a. Bellstand b. Front desk c. Housekeeping d. Guest relations e. All of the above are key areas of the front office operation

38. Which of the following is not a basic duty of a bell person?

a. Handling incoming and outgoing luggage b. Greet arriving and departing guests c. Storage of luggage for guests

d. Answer any questions that the guest may have e. All of the above are basic duties

39. A _________ is a simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed.

a. Trip log b. Logbook c. Diary d. Binder e. Rack

40. According to the article, which of the following characteristics should a manager look for when hiring a potential bellstaff?

a. A positive attitude b. Extremely intelligent

c. Articulate

d. All of the above e. Only a and c

41. Once a bell person is hired, proper training is important. Which of the following was not listed as a key area to include in the bellstaff training rotation?

a. Front desk b. Linen c. Housekeeping d. Loss prevention e. Restaurant menu+

42. A front desk is divided into several equally equipped workstations.

According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

a. 10 b. 50 c. 100 d. 250 e. 500

43. Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

a. Rate

b. Length of stay c. VIP levels

d. Age of guests e. Reservation guarantees

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