Section 8.1—quiz: Overview Of Check-out

1. A guest account is considered zeroed out when the guest pays in full on an account.

True

False

When a guest pays in full on an account, it means that they have cleared all the outstanding balance and there is no remaining amount due. Therefore, the account is considered "zeroed out". This implies that the guest has fully settled their financial obligations and there are no pending payments or outstanding debts on their account. Hence, the statement "A guest account is considered zeroed out when the guest pays in full on an account" is true.

Explanation

When a guest pays in full on an account, it means that they have cleared all the outstanding balance and there is no remaining amount due. Therefore, the account is considered "zeroed out". This implies that the guest has fully settled their financial obligations and there are no pending payments or outstanding debts on their account. Hence, the statement "A guest account is considered zeroed out when the guest pays in full on an account" is true.

2. Front desk agents should check for safe deposit boxes and in-room safe keys during check-out.

True

False

Front desk agents should check for safe deposit boxes and in-room safe keys during check-out to ensure that guests have returned them before leaving. This is important for security reasons and to avoid any potential loss or theft of valuable items. By confirming the return of these keys, the hotel can maintain the safety and security of its guests and their belongings. Therefore, the statement is true.

Explanation

Front desk agents should check for safe deposit boxes and in-room safe keys during check-out to ensure that guests have returned them before leaving. This is important for security reasons and to avoid any potential loss or theft of valuable items. By confirming the return of these keys, the hotel can maintain the safety and security of its guests and their belongings. Therefore, the statement is true.

3. In most instances, the information needed for a guest history record can be gathered from:

The guest’s registration card and folio.

Questionnaire sent to past guests.

The front desk agent’s observations at check-out.

The front office log book and relevant group resumes.

The correct answer is the guest's registration card and folio. This is because the registration card contains important information about the guest, such as their name, contact details, and preferences. The folio, on the other hand, includes details about the guest's stay, such as check-in and check-out dates, room charges, and any additional services availed. By referring to these documents, hotel staff can gather all the necessary information to create and update a guest history record.

Explanation

The correct answer is the guest's registration card and folio. This is because the registration card contains important information about the guest, such as their name, contact details, and preferences. The folio, on the other hand, includes details about the guest's stay, such as check-in and check-out dates, room charges, and any additional services availed. By referring to these documents, hotel staff can gather all the necessary information to create and update a guest history record.

4. When a guest checks out and settles his or her account, the room’s status changes from occupied to:

Stayover.

Due out.

Ready for sale.

On-change.

When a guest checks out and settles their account, the room's status changes from occupied to "on-change." This means that the room is now undergoing a transition or change in status, possibly for cleaning or maintenance purposes, before it can be made available for sale again. The term "on-change" indicates that the room is no longer occupied but is in the process of being prepared for the next guest.

Explanation

When a guest checks out and settles their account, the room's status changes from occupied to "on-change." This means that the room is now undergoing a transition or change in status, possibly for cleaning or maintenance purposes, before it can be made available for sale again. The term "on-change" indicates that the room is no longer occupied but is in the process of being prepared for the next guest.

5. At registration, Mr. Virgo used his credit card to establish credit with the hotel. At check-out, Mr. Virgo can settle his account by:

Credit or debit card.

Cash.

Approved direct billing.

All of the above.

The correct answer is "all of the above" because Mr. Virgo can settle his account at check-out using any of the mentioned methods. He can choose to pay with his credit or debit card, use cash, or opt for approved direct billing. This gives him the flexibility to choose the payment method that is most convenient for him.

Explanation

The correct answer is "all of the above" because Mr. Virgo can settle his account at check-out using any of the mentioned methods. He can choose to pay with his credit or debit card, use cash, or opt for approved direct billing. This gives him the flexibility to choose the payment method that is most convenient for him.

6. When a guest checks out, the front desk agent changes the room status from occupied to vacant and clean.

True

False

The statement is false because when a guest checks out, the room status is changed from occupied to vacant, but not necessarily clean. The cleaning of the room is usually done by the housekeeping department after the guest checks out.

Explanation

The statement is false because when a guest checks out, the room status is changed from occupied to vacant, but not necessarily clean. The cleaning of the room is usually done by the housekeeping department after the guest checks out.

7. Which of the following is an important function of the check-out and settlement process?

Contacting all revenue centers for final posting information

Updating room status information

Verifying information captured at registration

Resolving guest complaints

The check-out and settlement process involves updating the room status information. This is an important function because it allows the hotel staff to keep track of which rooms are available for new guests and which ones need to be cleaned and prepared for the next guest. By updating the room status information, the hotel can ensure efficient operations and provide accurate information to guests and staff.

Explanation

The check-out and settlement process involves updating the room status information. This is an important function because it allows the hotel staff to keep track of which rooms are available for new guests and which ones need to be cleaned and prepared for the next guest. By updating the room status information, the hotel can ensure efficient operations and provide accurate information to guests and staff.

8. All of the following are functions performed during the check-out and settlement process except:

Verifying information captured at registration.

Updating room status information.

Creating guest history records.

Resolving outstanding guest account balances.

During the check-out and settlement process, several functions are performed to ensure a smooth and accurate transition. These include updating room status information to mark the room as vacant, creating guest history records to maintain a record of the guest's stay, and resolving outstanding guest account balances by settling any remaining payments. However, verifying information captured at registration is not typically a part of the check-out and settlement process as it is usually done during the registration process itself.

Explanation

During the check-out and settlement process, several functions are performed to ensure a smooth and accurate transition. These include updating room status information to mark the room as vacant, creating guest history records to maintain a record of the guest's stay, and resolving outstanding guest account balances by settling any remaining payments. However, verifying information captured at registration is not typically a part of the check-out and settlement process as it is usually done during the registration process itself.

9. The front desk agent should ask a guest how they intend to settle the account only if it was not specified during the registration process.

True

False

The front desk agent does not need to ask a guest how they intend to settle the account if it was already specified during the registration process. This means that the statement is false.

Explanation

The front desk agent does not need to ask a guest how they intend to settle the account if it was already specified during the registration process. This means that the statement is false.

10. An individual guest history file within the records normally contains personal and transactional information relevant to the guest’s stay.

True

False

An individual guest history file within the records may contain personal and transactional information relevant to the guest's stay, but it is not always the case. The statement does not specify that every guest history file contains this information, so it cannot be assumed to be true for all cases. Therefore, the correct answer is False.

Explanation

An individual guest history file within the records may contain personal and transactional information relevant to the guest's stay, but it is not always the case. The statement does not specify that every guest history file contains this information, so it cannot be assumed to be true for all cases. Therefore, the correct answer is False.