Section 3.3—Quiz: Front Office Security

2.

The key that is capable of opening all guestroom doors, even when they are doublelocked, is the:

Emergency key.
Master key.
Individual guestroom key.
Security key.

Correct Answer

A. Emergency key.

Explanation

The emergency key is capable of opening all guestroom doors, even when they are doublelocked. This key is typically held by the hotel management or security personnel and is used in case of emergencies or when immediate access is needed to a guestroom. It is designed to override any locks or security measures in place to ensure quick access to the room if necessary.

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3.

What is the proper procedure for handling an incoming telephone call in which the caller asks to be connected to a particular room?

Connect the caller immediately to the room.
Ask for the caller’s name, check to see if the requested room is occupied, then connect the caller to the room.
Ask whom the caller is calling, verify the identity of the person in the room requested, then connect the caller to the room.
Ask whom the caller is calling, verify the identity of the person in the room requested, ask for the caller’s name, then connect the caller to the room.

Correct Answer

A. Ask whom the caller is calling, verify the identity of the person in the room requested, then connect the caller to the room.

Explanation

The proper procedure for handling an incoming telephone call in which the caller asks to be connected to a particular room is to ask whom the caller is calling, verify the identity of the person in the room requested, and then connect the caller to the room. This ensures that the correct person is being contacted and that there are no unauthorized connections. Asking for the caller's name is not necessary in this situation as it does not contribute to the verification process.

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4.

Which of the following staff should be able to discuss lost and found items with a guest?

Only specially authorized employees
Only security staff
Any front desk agent
Any of housekeeping staff

Correct Answer

A. Only specially authorized employees

Explanation

Only specially authorized employees should be able to discuss lost and found items with a guest. This implies that not all staff members have the authority or knowledge to handle such inquiries. Security staff may be involved in handling lost and found items, but this answer suggests that authorization is the key factor in determining who can discuss these matters with guests. Front desk agents and housekeeping staff may not have the necessary authorization to handle lost and found items.

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5.

A personal item is found in a guestroom after the guest has checked out. Which of the following procedures should be followed?

Hold the item in the lost and found office for 90 days and then dispose of it, unless the guest calls to claim it.
Hold the item in the lost and found office for 90 days and then turn it over to law enforcement authorities, unless the guest calls to claim it.
Mail the item to the guest at the address on the registration record.
Send a letter to the guest at the address on the registration record, asking the guest to contact the hotel to identify a found item.

Correct Answer

A. Send a letter to the guest at the address on the registration record, asking the guest to contact the hotel to identify a found item.

Explanation

The correct procedure to follow when a personal item is found in a guestroom after the guest has checked out is to send a letter to the guest at the address on the registration record, asking them to contact the hotel to identify the found item. This allows the hotel to inform the guest about the lost item and gives them the opportunity to claim it. Holding the item in the lost and found office for a certain period of time or turning it over to law enforcement authorities may be necessary if the guest does not claim it, but the first step should be to notify the guest about the found item.

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6.

An electronic locking system replaces traditional mechanical locks with computer-based guestroom access devices.

True
False

Correct Answer

A. True

Explanation

The statement is explaining that an electronic locking system is used as a replacement for traditional mechanical locks. This system utilizes computer-based devices to provide access to guestrooms. Therefore, the statement is true.

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7.

Room attendants typically carry an emergency key to open guestroom doors while cleaning.

True
False

Correct Answer

A. False

Explanation

Room attendants do not typically carry an emergency key to open guestroom doors while cleaning. Instead, they usually use a master key or a keycard system that grants them access to all the guestrooms. This ensures that only authorized personnel can enter the rooms and provides an extra layer of security for the guests. Therefore, the statement is false.

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1

8.

Closed-circuit television cameras and monitors can effectively replace security officers at larger hotels.

True
False

Correct Answer

A. False

Explanation

Closed-circuit television cameras and monitors cannot effectively replace security officers at larger hotels because they lack the ability to respond to emergencies, handle complex situations, and provide a human presence that can deter potential criminals. While CCTV cameras can be a valuable tool for surveillance and recording, they should be used in conjunction with security officers for optimal security.

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1

9.

The amount of cash in a front office register is limited through a cash bank system.

True
False

Correct Answer

A. True

Explanation

A cash bank system is a method of limiting the amount of cash available in a front office register. It involves keeping a predetermined amount of cash in the register at all times, and any excess cash is stored in a secure location, such as a safe or a bank. This helps prevent theft and ensures that there is always enough cash available for daily transactions. Therefore, the statement "The amount of cash in a front office register is limited through a cash bank system" is true.

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10.

Controlled access is the most critical of all safe deposit box responsibilities.

True
False

Correct Answer

A. True

Explanation

Controlled access is the most critical responsibility of safe deposit boxes because it ensures that only authorized individuals can access the contents of the box. This helps to protect the valuable items stored inside from theft or unauthorized use. Without controlled access, anyone could potentially gain access to the box and its contents, compromising the security and confidentiality of the items stored inside. Therefore, ensuring controlled access is essential in maintaining the security and integrity of safe deposit boxes.

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4

Section 3.3—quiz: Front Office Security

Which of the following persons should be allowed to place items into or remove items from a guest’s safe deposit box?

Quiz Preview

The key that is capable of opening all guestroom doors, even when they are doublelocked, is the:

What is the proper procedure for handling an incoming telephone call in which the caller asks to be connected to a particular room?

Which of the following staff should be able to discuss lost and found items with a guest?

A personal item is found in a guestroom after the guest has checked out. Which of the following procedures should be followed?

An electronic locking system replaces traditional mechanical locks with computer-based guestroom access devices.

Room attendants typically carry an emergency key to open guestroom doors while cleaning.

Closed-circuit television cameras and monitors can effectively replace security officers at larger hotels.

The amount of cash in a front office register is limited through a cash bank system.

Controlled access is the most critical of all safe deposit box responsibilities.