Year 1 Practice Examination

1. Who is the best judge of service quality?

A. staff members

B. managers

C. the owner of the service business

D. the person receiving the service

2. If a hotel or restaurant offers the same amount of capacity no matter how high the demand, it is following a __________ strategy.

A. static-demand

B. chased-market

C. level-capacity

D. customer-constrained

3. The most common method of making a guaranteed reservation is by:

A. credit or debit card.

B. prepayment.

C. advance deposit.

D. travel agent.

4. Which of the following areas of a hotel is a revenue center?

A. engineering and maintenance

B. human resources department

C. front office department

D. accounting department

5. During your shift, a fire alarm is triggered. Your property has had several false alarms recently and you suspect that this is another one. What should you do?

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.

6. Which of the following fabrics is a natural fabric?

A. cotton

B. acrylic

C. polyester

D. nylon

7. Which of the following is most likely to change if the general manager restructures the management team and changes reporting relationships among departments?

A. revenue centers

B. the organization chart

C. support centers

D. job specifications

8. Biondi, a guest at the hotel, contacts the local 24-hour fitness to ask what time they are open. What type of call is this?

A. local call

B. collect call

C. billed-to-room call

D. premium-price call

9. Which of the following types of hotels are most likely to employ a concierge?

A. world-class service hotels

B. first-class service hotels

C. mid-range service hotels

D. economy/limited service hotels

10. Guestrooms that room attendants generally clean first are:

A. check-outs

B. due outs

C. layovers

D. stayovers

11. When are room rates and taxes typically posted to guest folios?

A. as they check in

B. as they check out

C. at the end of the day

D. after the front office audit

12. The extraction step in the wash process reduces the:

A. washing time.

B. drying time.

C. need for harsh bleach chemicals.

D. the cleaning power of detergents.

13. Travel Dot Com is an Internet service that offers online members a chance to book reservations at hotels, airlines, car rental agencies, and restaurants. What type of service do they offer?

A. central reservation system

B. affiliate reservation network

C. intersell agency

D. global distribution system

14. When should unsafe conditions be corrected?

A. Immediately, within a 24-hour period.

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

15. Jane receives a call from an operator asking her if she will accept the charges for a call being placed to her by her daughter, Mary. What type of call has Mary placed?

A. collect call

B. third-party call

C. person-to-person call

D. credit card call

16. A room’s status changes from occupied to on-change at the time of:

A. registration.

B. occupancy.

C. arrival.

D. check-out and settlement.

17. Who typically draws up room assignments from the room status report?

A. floor or shift supervisors

B. room attendants

C. front desk agents

D. general manager

18. If the ladder is twelve feet tall, the footing should be ________ feet away from the wall.

A. One

B. Three

C. Half

D. Nine

19. Mr. and Mrs. Robert Bittner and their two daughters check in. They are assigned a poolside room with the rate of $300. There is a 10 percent lodging tax on room rates. After checking in, they have lunch in the restaurant and charge the check of $43 to their room. What is the net outstanding balance on their account during the audit that evening?

A. $373

B. $353

C. $244

D. $43

20. The Eight Stars Hotel is nearing full occupancy for the month of September. The reservations manager decides to shut out some types of reservations to reduce the amount of revenue lost to no-shows. What type of reservation is he most likely to eliminate?

A. advance deposit guaranteed reservation

B. travel agent guaranteed reservation

C. credit card guaranteed reservation

D. non-guaranteed reservation

21. Which of the following components of carpet construction is the part you see and walk on?

A. the carpet pad

B. the primary backing

C. the secondary backing

D. the carpet pile

22. An outdoor carpet walkway often gets wet when it rains. What should hotels be most concerned with?

A. pile distortion

B. fading

C. mildew

D. shading

23. The report that indicates which rooms are occupied and which guests are expected to check out the following day is called:

A. the registration record.

B. the occupancy report.

C. the housekeeping status report.

D. the room status discrepancy report.

24. Dion is assigning a room rate and room number to a family that will be staying at the hotel for one week. At what stage in the guest cycle is that family?

A. pre-arrival

B. arrival

C. occupancy

D. departure

25. What type of message should front desk agents time stamp upon receipt?

A. e-mails

B. faxes

C. phone messages

D. all of the above

26. Which of the following chemicals are used in the wash cycle of a laundry operation to reduce flatwork ironing, speed up extraction, and reduce drying time?

A. chlorine bleaches

B. oxygen bleaches

C. fabric softeners

D. alkalies

27. Karl, a second-shift carpet cleaner at the Bay Pointe Resort, cut a finger while pouring a mildewcide solution into a wet vac. What document would the housekeeping manager check to see whether the accident posed a health hazard to Karl?

A. The OSHA HazComm Standard

B. The hotel’s Exposure Control Plan

C. Prior accident reports

D. The MSDS from the cleaning solution manufacturer

28. The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew Drop Inn should consider:

A. forming a hotel chain.

B. contracting with a management company.

C. joining a referral group.

D. becoming an independent property.

29. Cordelia is a front office auditor for a commercial hotel. At what stage in the guest cycle does she most often operate?

A. pre-arrival

B. arrival

C. occupancy

D. departure

30. The most common method used to influence demand in the hotel industry is:

A. advertising.

B. availability.

C. price.

D. marketing.

31. The front office updates the guest folio to a guest history record. During what stage does this occur?

A. pre-arrival

B. arrival

C. occupancy

D. departure

32. Carpet fibers that have become twisted or crushed are experiencing:

A. pilling.

B. shedding.

C. wicking.

D. pile distortion.

33. Which of the following usually sets the pace at which linens flow through the laundry process?

A. sorting

B. washing

C. extracting

D. folding

34. The Downtown Business Hotel has an elaborate fitness room, and it markets the facility as a health club to local residents. Members of the health club are granted in-house charge privileges. Which of the following types of folios created by the guest accounting module of a hotel property management system would be used to post food and beverage charges incurred by health club members?

A. individual folio

B. master folio

C. non-guest folio

D. control folio

35. The standard rate for a particular room is typically called:

A. the AP rate.

B. the room rate.

C. the desk rate.

D. the rack rate.

36. The responsibility of collecting for direct billing lies with?

A. the hotel's credit department

B. the credit or debit card company

C. owner or general manager

D. businesses to pay the bill

37. Housekeeping’s cleaning responsibilities are typically determined by:

A. the executive housekeeper.

B. the rooms division director.

C. the general manager.

D. the manager of operations.

38. After checking out of the hotel Mr. Manzano goes downstairs to eat breakfast. After completing his meal he accidently charges the amount to his room. What would this charge be classified as?

A. irresponsible

B. accounting errors

C. fault of the hotel

D. late charge

39. Which of the following is a favorable variance?

A. actual revenue exceeds budget

B. actual expenses exceed budget

C. budgeted expenses exceeds actual

D. none of the above

40. Which of the following is an intangible item?

A. room service

B. guest towels

C. being greeted

D. ironing board

41. If the time available for guestroom cleaning during a work shift is 8 hours and 40 minutes and each room attendant is expected to clean 13 guestrooms per shift, the time it takes for one room attendant to clean one guestroom is:

A. 35 minutes.

B. 40 minutes.

C. 45 minutes.

D. 50 minutes.

42. Gwyneth is the executive housekeeper at the Holycoin Casino. She is preparing the annual order for one of the restaurant’s tablecloths. They currently have 900 on hand and the par stock level is 2,100. Vendor A—the one that Gwyneth has always used—offers a tablecloth at $10 each, with a life span laundering cost of $500. They can take 400 launderings before they start to look below standard. Vendor B has recently contacted Gwyneth and suggested that they switch to their brand. Their tablecloths are only $8 each. They have a life span laundering cost of $800 as they can take only 250 launderings before they start looking worn. What is the cost per use of the tablecloth offered by Vendor B?

A. $3.23

B. $1.28

C. $2.03

D. cannot be determined from the information given

43. In a service business:

A. production and consumption are completely separate.

B. services can be inspected for quality before they are “consumed” by customers.

C. production and consumption are completed at the same time

D. customers never see the service “factory.”

44. Noah is stocking his cart at the beginning of the day. He has 14 rooms assigned to him for his entire shift. Each room requires 6 towels, 4 wash cloths, and 1 bath mat. How much will he need to stock his cart with?

A. 84 towels, 56 wash cloths, and 14 bath mats

B. 42 towels, 28 wash cloths, and 7 bath mats

C. 36 towels, 24 wash cloths, and 6 bath mats

D. cannot be determined from the information given

45. Vladimir Druschev charges $157.89 for dinner to their room. What type of transaction was the $157.89?

A. previous balance

B. debit

C. credit

D. net outstanding balance

46. Which of the following areas of a hotel is a support center?

A. hotel-operated gift shop

B. front office department

C. food and beverage department

D. accounting department

47. On May 1, a hotel has an inventory of 100 gallons of all-purpose cleaner. Every day during the month it issues 5 gallons to room attendants and public space cleaners. (May has 31 days.) On May 15 it purchases 150 more gallons. When the executive housekeeper does a physical inventory at the end of the month, she finds the hotel has 114 gallons. How does she record the inventory?

A. a gain of 131gallons

B. a loss of 36 gallons

C. a gain of 19 gallons

D. ending inventory was what was estimated

48. If the productivity standard at a 400-room hotel is 45 minutes to clean one guestroom, how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy?

A. 320 labor hours

B. 160 labor hours

C. 80 labor hours

D. 240 labor hours

49. The minimum quantity of all-purpose cleaner is 300 gallons. The hotel has a safety stock of 40 gallons. The vendor takes 5 days to deliver new orders. How much all purpose cleaner does the hotel likely use per day?

A. 35 gallons

B. 52 gallons

C. 100 gallons

D. 260 gallons