Section 4.2—quiz: Communications

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Section 4.2quiz: Communications - Quiz

Section 4.2—Quiz: Communications


Questions and Answers
  • 1. 

    All of the following are typically found in a front office information directory except:

    • A.

      Locations of banks and stores.

    • B.

      Special event schedules.

    • C.

      Contact persons for groups staying at the hotel.

    • D.

      Simplified maps of the local area.

    Correct Answer
    C. Contact persons for groups staying at the hotel.
    Explanation
    A front office information directory typically includes various resources and information to assist guests. It may contain the locations of banks and stores, special event schedules, and simplified maps of the local area. However, it would not typically include contact persons for groups staying at the hotel. This information would usually be handled separately by the hotel's group sales or event planning department.

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  • 2. 

    Which of the following would likely be found in the front desk’s group résumé book?

    • A.

      Billing instructions

    • B.

      Locations of theaters and churches

    • C.

      Taxi and airline company telephone numbers

    • D.

      None of the above

    Correct Answer
    A. Billing instructions
    Explanation
    The front desk's group résumé book is likely to contain billing instructions. This is because the résumé book is a resource used by the front desk staff to provide information and assistance to guests. Billing instructions would be important for the staff to have on hand in order to properly handle guest payments and billing inquiries. The other options of locations of theaters and churches, and taxi and airline company telephone numbers, while potentially useful for guests, would not typically be included in a résumé book.

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  • 3. 

    The front desk’s chronicle of events, guest complaints, and requests is called:

    • A.

      A reader board.

    • B.

      A transaction file.

    • C.

      An information directory.

    • D.

      A master register.

    Correct Answer
    B. A transaction file.
    Explanation
    The front desk's chronicle of events, guest complaints, and requests is called a transaction file. This is because a transaction file is a record of all the transactions or activities that occur at the front desk, including any complaints or requests made by guests. It serves as a log or history of all the interactions and events that have taken place, allowing the front desk staff to keep track of important information and provide better service to guests.

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  • 4. 

    At check-in, Ms. Myers asks for directions to the nearest health and fitness club. To help Ms. Myers, the front desk agent would refer to the front desk’s:

    • A.

      Reader board.

    • B.

      Information directory.

    • C.

      Transaction file.

    • D.

      Group résumé book.

    Correct Answer
    B. Information directory.
    Explanation
    The front desk agent would refer to the information directory to provide Ms. Myers with directions to the nearest health and fitness club. The information directory is a resource that contains information about local amenities and services, including the locations of health and fitness clubs. It is a useful tool for front desk agents to assist guests with their inquiries and provide them with the information they need during their stay.

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  • 5. 

    After checking in to room 534 shortly after 1 P.M., Mr. Gates reported to the front desk that the data port in his room was out-of-order, which meant his laptop computer would be practically useless. At 7:00 that evening, Howard, one of the front desk agents, called Mr. Gates to inform him that the data port was fixed and to ask whether there was anything else the hotel could do to make his stay more comfortable. To learn that Mr. Gates had this problem, Howard must have reviewed the front desk’s:

    • A.

      Reader board.

    • B.

      Information directory.

    • C.

      Transaction file.

    • D.

      Arrival list.

    Correct Answer
    C. Transaction file.
    Explanation
    The transaction file would contain records of all interactions and issues reported by guests, including Mr. Gates' complaint about the data port. Therefore, by reviewing the transaction file, Howard would have been able to learn about Mr. Gates' problem.

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  • 6. 

    Where would the following information be found: Directions to a meeting room

    • A.

      Reader’s board

    • B.

      Transaction file

    • C.

      Information directory

    • D.

      Group resume

    Correct Answer
    A. Reader’s board
    Explanation
    The correct answer is "Reader's board" because a reader's board is a bulletin board or display area where important information, such as directions to a meeting room, is posted for readers or visitors to see. It is a common practice in many organizations to use a reader's board to provide directions or important announcements to guide people to specific locations within a building or facility.

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  • 7. 

    Where would the following information be found: Guest compliment on room service

    • A.

      Reader’s board

    • B.

      Transaction file

    • C.

      Information directory

    • D.

      Group resume

    Correct Answer
    B. Transaction file
    Explanation
    The guest compliment on room service would be found in the transaction file. This file contains records of all transactions and interactions with guests, including any compliments or complaints they may have made. The transaction file is a comprehensive record of guest activities and experiences during their stay, making it the most likely place to find a guest compliment on room service.

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  • 8. 

    Where would the following information be found: Parking ticket given to valet

    • A.

      Reader’s board

    • B.

      Transaction file

    • C.

      Information directory

    • D.

      Group resume

    Correct Answer
    B. Transaction file
    Explanation
    The information about a parking ticket given to a valet would most likely be found in a transaction file. A transaction file is a record of individual transactions that occur within a system or organization. In this case, the parking ticket would be considered a transaction, and it would be recorded in the transaction file along with other similar transactions. The other options, such as reader's board, information directory, and group resume, do not seem relevant or appropriate for storing information about a parking ticket given to a valet.

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  • 9. 

    Where would the following information be found: Check-out time policy

    • A.

      Reader’s board

    • B.

      Transaction file

    • C.

      Information directory

    • D.

      Group resume

    Correct Answer
    C. Information directory
    Explanation
    The information about the check-out time policy would most likely be found in an information directory. An information directory is a resource that provides various details and guidelines about a particular establishment or organization. In this case, it would include information about the check-out time policy, which outlines the specific time by which guests are required to vacate their rooms. The other options, such as the reader's board, transaction file, and group resume, are not typically used to provide information about hotel policies like check-out time.

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  • 10. 

    Where would the following information be found: Recreational arrangements for tie-maker’s convention

    • A.

      Reader’s board

    • B.

      Transaction file

    • C.

      Information directory

    • D.

      Group resume

    Correct Answer
    D. Group resume
    Explanation
    The information about recreational arrangements for a tie-maker's convention would be found in the group resume. A group resume typically contains details about the event, including any activities or arrangements that have been made for the attendees. Since the question specifically mentions recreational arrangements, it suggests that this information would be included in the group resume.

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