HAMG 1313 Front Desk Procedures Final Exams Flashcards
Unionized hotel workers are concentrated in the Prairie States (think Iowa and Nebraska) and the Southeast (think Alabama and the Carolinas).
False
A “road warrior” is a frequent, business traveler who sleeps away from home a great deal and battles the challenges of regular travel.
True
The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.
True
Quality Management gains greater attention only during economic upswings because improved occupancy provides the resources to spend on this expensive extra.
False – The opposite is certainly the truth, but a “quality” establishment would foster a strong TQM philosophy all the time. Such practices and cultures cannot be put into effect at a moment’s notice
Angry guests can be mollified if the employee who caused the problem is disciplined or, in serious situations, even discharged in front of the complainer.
False -Employees should never be redressed in front of the guest. In most circumstances, employee error is an opportunity for management to re-train and re-direct (not terminate).
What is the ADA?
E - None of the above; the ADA is not drug-related legislation
What is TQM (Total Quality Management)?
E - None of the above
When guests and employees meet “eyeball to eyeball,” there’s an opportunity for service to shine through. Is that opportunity called a ______?
D -Moment of truth
Most baggage mix-ups and delays come from assigning tour groups to one floor and one block of rooms, as so many hotels do.
False
Under state laws, innkeepers (hotel owners and managers) are responsible for the full value of lost valuables once the arrival has met the legal criteria of “guest;” that is, once checked in and established credit.
False
Algorithms are some of the newest in-room amenities being added by top-of-the-line hotel properties (Ritz-Carlton, Four Seasons, etc.).
False
Expecting more service, guests in the frequent-guest programs always go to the desk upon arrival rather than to the computer bank for self-registration.
False
There’s both truth and discomfort in this popular saying: “Eco-tourism is successful so long as it doesn’t succeed,” meaning success will destroy the location.
True
Does Queue discipline
C – Refer to the behavior exhibited by guests waiting in line?
A hotel has 100⁒ occupancy last night. Yet the guest-service agent prepares to actually room a new arrival even before the first check-out the following day because…?
D - There were pre-paid, no-show reservations last night.
Does “Front” refers to the
D – Bell staff – the next bell person designated to room a guest.
Just as operating costs dictate a minimum room rate that the hotel needs to charge, so competition sets a maximum that can be achieved.
True
Increases in lodging taxes impact the elasticity of room demand just as if the rate, itself, had been increased.
True
Per diem room rates are those established by the American Hotel & Lodging Association (AH&LA) for each major U.S. city, but all cities in the nation cannot be covered (generally those with populations under 50,000).
False
The Ideal Average Room is the average of the rates for the lowest tier of rooms in a hotel.
False
Dynamic pricing allows the front desk to change the cost of the room upon check-in when the situation calls for it.
False
Is elasticity a change in
C – Demand resulting from a change in rate
Are energy premiums, In-room coffee, early departure (before the date specified by the reservation) fees, and complimentary newspaper fees among the surprising surcharges that some hotels have added to their room rates?
E – All of the above
Regarding room rates, are conventions are often charged the same for single or double occupancy?
B – Upselling produces its most dramatic effects on sold-out days.
Typically, city-ledger guests are billed immediately; transient ledger guests are billed in 10-day cycles.
False
A registered guest who pays cash for drinks in the bar becomes a city-ledger guest.
False
There is one folio for each person (guest) staying in the hotel.
False
Hotels offer numerous services that increase the balance of a guest folio, but there are only three methods of setting (paying) for those services; they are cash (or cash equivalents, like a company check or traveler’s check), allowances, and transfers (as when a guest uses a credit card and transfers the balance to the City Ledger).
True
Room charges for a convention’s manager would be posted most likely to the convention’s A folio.
True
Are Accounts receivable due from guests an example of an asset?
B – Accounts receivable due from guests - True
Is a skipper is a guest who leaves without paying his bill?
B – Guest who leaves without paying his bill
Which of the following would most likely be a city-ledger guest?
a. VISA card
b. Trade association
c. Bridal party
d. wholesaler/group mover
E. All of the above (E)
If a hotel has DCC (Dynamic Currency Conversion) system, folios can be calculated and presented in a foreign currency even if payment is still made in dollars.
?
It makes sense that commissionable business, such as travel-agency bookings, is turned away during peak occupancies.
?
The terminology gets confusing because the word “floor” is applied to the maximum amount of credit, not to the minimum amount of credit.
?
Assume a sales manager had to choose between extending credit to a risky client for a cocktail reception and banquet or a corresponding dollar amount in hotel room sales. All things equal, it would be better to choose the hotel room sales, because food and beverage sales have a lower profit margin and cost the hotel more per dollar of revenue than room sales.
True
Acting in their role of host, innkeepers (hotels) are expected to – and do – cash personal checks and make emergency loans to guests.
?
Does “Float” refer to the
C – Time between the extension of credit and its payment.
Cash received minus cash paid-out is:
A. Net cash receipts (A)
b. Drop
c. Cash short
d. Starting bank
e. None of the above
Is due bank also called, You-owe-me, difference returnable, and exchange?
E- All of the above except C
Room sales are always accounts receivable sales, whereas sales in the dining room could be accounts receivable sales, cash sales, or credit-card sales.
True
A hotel system may have some departments charge guests using manual (pencil-and-paper) vouchers even while the balance of the hotel operates with a computerized property management system.
True
The night audit reconciles the hotel’s accounts receivable nightly whereas most other business types do that monthly or even less frequently.
False
Several court cases are now pending because the night audit, which ends the hotel’s accounting day, conflicts with its legal definition: A hotel is required to be open 24/7/365.
False
The Hospitality Information Technology Integration System (HITIS) is such a critical function of the hotel operation with guest-sensitive information that it can never move to a Web-based interface.
False
In terms of keycards, which of the following is NOT a real type of keycard used with today’s electronic locking systems:
a. Magnetic stripe cards
b. Memory cards
c. Smart cards
d. RFID tags
E. All of the above are real keycard types (E)
Proximity-based apps do not include:
a. Coupons offered while outside a retail establishment
b. Announcements of programs starting within walking distance
c. Casino games and events
d. Guestroom access
E. None of the above (E)
Does the FCC regulate the nation’s telecommunication industry?
?
Which of the following services are available at some hotels on the in-room television screen?
a. Guest folio
b. Room-service menu
c. Weather reports and airport times
d. Personal messages
E. All of the above (E)
Can a hard-wired ELS be upgraded to include?
True – B – Energy control of the guest room
