This quiz assesses knowledge on hotel operations, focusing on roles, departments, and management structures within the hospitality industry.
A. housekeeping department
B. human resources department
C. accounting department
D. front office department
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A. hotel-operated gift shop
B. food and beverage department
C. housekeeping department
D. front office department
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A. forming a hotel chain.
B. contracting with a management company.
C. joining a referral group.
D. becoming an independent property.
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A. revenue centers
B. support centers
C. the organization chart
D. job specifications
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A. staff members
B. managers
C. the person receiving the service
D. the owner of the service business
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A. production and consumption are completely separate.
B. other customers are part of the service product.
C. services can be inspected for quality before they are “consumed” by customers.
D. customers never see the service “factory.”
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A. static-demand
B. chased-market
C. level-capacity
D. customer-constrained
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A. advertising.
B. availability.
C. price.
D. marketing.
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A. Two
B. Four
C. Eight
D. Sixteen
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A. Immediately
B. After a manager has been informed and a work order created
C. Some time during that same day
D. As soon as is convenient
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A. The OSHA HazComm Standard
B. The hotel’s Exposure Control Plan
C. Prior accident reports
D. The MSDS from the cleaning solution manufacturer
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A. pre-arrival
B. arrival
C. occupancy
D. departure
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A. pre-arrival
B. arrival
C. occupancy
D. departure
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A. pre-arrival
B. arrival
C. occupancy
D. departure
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A. local call
B. collect call
C. billed-to-room call
D. premium-price call
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A. phone messages
B. faxes
C. e-mails
D. all of the above
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A. collect call
B. third-party call
C. person-to-person call
D. credit card call
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A. credit or debit card.
B. prepayment.
C. advance deposit.
D. travel agent.
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A. central reservation system
B. affiliate reservation network
C. intersell agency
D. global distribution system
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A. advance deposit guaranteed reservation
B. travel agent guaranteed reservation
C. credit card guaranteed reservation
D. non-guaranteed reservation
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A. the registration record.
B. the occupancy report.
C. the housekeeping status report.
D. the room status discrepancy report.
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A. the AP rate.
B. the room rate.
C. the desk rate.
D. the rack rate.
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A. individual folio
B. master folio
C. non-guest folio
D. control folio
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A. Continue with your regular duties unless a manager notifies you that there is a real emergency.
B. Treat it as the real thing until a manager or emergency personnel confirm that it’s a false alarm.
C. Fill out a maintenance request to have the fault smoke and fire detectors repaired.
D. Begin evacuating the property, but warn guests that the alarm might be a false one.
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A. registration.
B. occupancy.
C. arrival.
D. check-out and settlement.
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A. actual revenue exceeds budget
B. actual expenses exceed budget
C. budgeted expenses exceeds actual
D. none of the above
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A. front desk agent
B. accounting department
C. owner or general manager
D. credit department
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A. as they check in
B. as they check out
C. at the end of the day
D. after the front office audit
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A. $244
B. $176
C. $224
D. $24
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A. previous balance
B. debit
C. credit
D. net outstanding balance
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A. the executive housekeeper.
B. the rooms division director.
C. the general manager.
D. the manager of operations.
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A. 160 labor hours
B. 40 labor hours
C. 80 labor hours
D. 64 labor hours
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A. 320 labor hours
B. 160 labor hours
C. 80 labor hours
D. 240 labor hours
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A. 15 minutes.
B. 20 minutes.
C. 25 minutes.
D. 30 minutes.
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A. shared staff positions.
B. fixed staff positions.
C. variable staff positions.
D. compressed staff positions.
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A. the carpet pad
B. the primary backing
C. the secondary backing
D. the carpet pile
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A. pile distortion
B. fading
C. wicking
D. pilling
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A. pilling.
B. shedding.
C. wicking.
D. pile distortion.
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A. a loss of 118 gallons
B. a loss of 24 gallons
C. a loss of 55 gallons
D. ending inventory was what was estimated
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A. 35 gallons
B. 70 gallons
C. 90 gallons
D. 150 gallons
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A. 4,500
B. 6,500
C. 5,000
D. 11,000
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A. $3.23
B. $1.28
C. $2.03
D. cannot be determined from the information given
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A. 72 towels, 48 wash cloths, and 12 bath mats
B. 36 towels, 24 wash cloths, and 6 bath mats
C. 18 towels, 12 wash cloths, and 3 bath mats
D. cannot be determined from the information given
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A. check-outs.
B. due outs.
C. layovers.
D. stayovers.
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A. floor or shift supervisors
B. room attendants
C. front desk agents
D. general manager
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A. washing time.
B. drying time.
C. need for harsh bleach chemicals.
D. the cleaning power of detergents.
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A. sorting
B. washing
C. extracting
D. folding
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A. cotton
B. acrylic
C. polyester
D. nylon
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