Section 4.2—quiz: Communications

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.