Exam_3_chapters_7__8__and_9

Check-In Check Out UNIT III EXAMINATION

(Chapters 7, 8, and 9)

Value 100 Points

T/F Questions: Enter either T for True or F for False. (Questions that are partially false should be marked False.) Value 1.5 point each.

F First-class hotels respond to every complaining guest with cash, comps or gifts, no matter how minor the complaint or how small the value of the settlement.
T The ethnic distribution (Caucasians, Blacks, Asians, etc.) of the lodging industry’s workforce is almost identical to the ethnic distribution of the American population.
T The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.
T The best quality guarantee is a specific one that has the hotel promising a specific act to be accomplished within specific guidelines (breakfast in 12 minutes) or else (no charge).
F For sheets to feel smooth and luxurious, the thread count must be less than 180 (80 threads in one direction; 100 in the other); otherwise they scratch.
T A Moment-of-Truth occurs when guest and staffer meet eyeball-to-eyeball; the one expecting service and the other delivering it.
F Because of the possibility of disease, family pets are allowed at only hotels that have been inspected and certified by local health departments as pet-friendly.
T Apologies are free so the hotel should offer as many as needed to soften a complaint.
T “Empowerment” is one of the major conflicts of employee-employer relationships: Unions demand it in contracts; management fights against it!
F To be accommodated on a “no-arrivals” day, a guest must have been overnight in the hotel on the previous day.
F As one would expect, RNA (Registered, Not Assigned) becomes more prevalent as the economic cycle dips.
F Q-ing (queuing) is the lodging industry’s professional jargon (term) for a guest who squiggles out of paying for the room by claiming either poor service or injury.
T “Front” is the tem given to the entire desk and reception areas of the hotel; some properties even include the lobby.
T Florida has no state income taxes which helps explain why Tampa and Miami, Florida have the nation’s highest room taxes.
F Heretofore hotels waited for a court order before releasing information about their guests; now – because of the anti-terrorism legislation – it can be done merely by a letter.
F Most hotels scatter tour group assignments to numerous floors throughout the hotel.
T Hotels do not enforce either time very stringently, but when they do, it is the check-out time, not the check-in time, that receives the most attention.
F Algorithms are among the newest amenity that up-to-date hotels are adding to their rooms and services.
F Only guests with light baggage, or no baggage at all, can be required to pay in advance for their accommodations.
F Recognizing the marketing and economic potential, American hotelkeepers have vigorously introduced environmental programs and lobbied for environmental legislation.
F The double room rate has always been twice the single rate; falling occupancies at the start of the new century forced management to reconsider this long-standing approach.
F Local governments that enact high lodging taxes on hotels room should expect to see a decline in tourist demand.
T Per diem room rates are established by federal, state and local governments and apply to government employees traveling on business for those political divisions
F The Ideal Average Room Rate is the average of the rates for the lowest tier of rooms in a hotel..
F It is unethical for hotel managers to telephone their own property to test departmental procedures and the courtesy of their staffs.
T “Discounting” rates is industry-approved because it takes place in an elastic market; “rate cutting” is industry-disapproved because it takes place in an inelastic market.
F Dynamic pricing allows the front desk to change the cost of the room upon check-in when the situation calls for it..
T High-demand days (New Year’s eve; Super Bowl, etc.) can be stretched to high-demand weekends or even 3-day affairs by requiring a minimum stay and refusing one-night reservations.
F Buying a good mattress, which has an 8-10 life, is poor management; better to buy a less expensive mattress and replace it more frequently.
T Two men sharing one room as part of a company seminar would need two registration cards; a married couple with children taking a three-bedroom suite would require just one registration card.
T Baggage-in/Baggage-out refers to the automatic charge that hotels levy on tour group baggage. 32. F Room rates have failed to keep up with inflation causing a fundamental industry problem.

Multiple Choice: Enter the one answer that best completes the thought.

A duvet is a:
1. Name given to the recently introduced job of sleep concierge
2. Second head in a “heavenly” shower
3. Washable cover that replaces the traditional bedspread d. Specially shaped bed pillow
  e. None of the above, “duvet” is a food term
A “road warrior” is someone:
1. Caught in a traffic jam
2. In military uniform asking for a discounted rate
3. Who sleeps away from home a great deal and battles the annoyances of travel
4. Secretly carrying out a shopping audit for the hotel
5. Both a and b depending on whether it is civilian or military slang
TQM (Total Quality Management):
1. Overlooks mistakes made by employees
2. Avoids the costs of technical training by hiring only skilled employees
3. Forbids discipline by supervisors
4. Does away with review and evaluation e. None of the above
Managing for guest service most requires:
1. GMs to re-activate their position as host
2. Ownership to take more participative action
3. Employees to recognize and act on their role
4. Guest to adopt electronic self-services e. All of these except a
The concierge floor is also called the: a. Club floor
1. Businesswoman’s floor
2. Upscale floor (but only by the staff; not known to the guests)
3. Queue-less floor
4. Both b and d
The one-time American Hotel & Motel Association (AH&MA) is now called the: a. American Hotel& Lodging Association (AH&LA)
1. American Hotel Association (AHA)
2. American Hotel and Lodging Association (AH&LA)
3. American Hospitality Association (AHA)
4. There has been no change, it is still called the American Hotel & Motel Association
Queue discipline:
1. Is administered to employees who ignore standing instructions
2. Deals with rules for merchants who sell the hotel housekeeping supplies c. Refers to the behavior exhibited by guests waiting in line
  d. Is a financial penalty levied on managers who miss targeted goals
  e. None of these
A rooming slip is a means of communication between the:
1. Desk and the bellperson
2. Guest and the housekeeper
3. Bellperson and the guest
4. Desk and the guest e. All of these except b
RNA is used:
1. When guests arrive early and their rooms are not yet vacated
2. To charge guests who leave earlier than their anticipated departure date
3. If the guest is not satisfied with the hotel’s response to a complaint
4. To indicate a reservation with an assigned res number has been canceled
5. All of the above because the practice is not standardized across the industry
Electronic check-in terminals:
1. Are talked about a great deal but are not often available
2. Must be located within 100 feet of the computer terminals behind the desk c. Are more popular with experience travelers than with inexperienced travelers
  d. Still lack the personal security that transient hotels should deliver
  e. Both a and d
Assigning a guest better accommodations at no increase in rate is:
1. Upselling
2. Upping it c. Upgrading
  d. Up-assigning
  e. All of the above; a professional idiom that depends on the section of the country
Elasticity is a change in:
1. Supply resulting from a change in rate
2. Rate resulting from a change in supply
3. Demand resulting from a change in rate
4. Rate resulting from a change in demand e. Both a and d
Which of the following is out-of-place with the rest of the set?
1. Day rate
2. Shoulder rate
3. Use rate
4. Part-day rate
5. None of the above; that is, they all refer to the same rate
Among the surprising surcharges that some hotels have added to their room rates are:
1. Energy premiums
2. In-room coffee
3. Early departure (before the date specified by the reservation) fees
4. Complimentary newspaper fees e. All of the above
The Building Cost (Room) Rate:
1. Is simply a rule-of-thumb, a frequently quoted yardstick for room rates
2. Works out to be $1 per $1,000 in construction costs
3. Includes land improvements (landscaping, for example) as part of building costs
4. Translates into larger-sized rooms requiring higher room rates e. All of the above except d
Regarding room rates:
1. New York City has the world’s highest ADR
2. Upselling produces its most dramatic effects on sold-out days
3. Resort hotels have used incentive rates successfully to get leisure guests to check out early d. Conventions are often charged the same for single or double occupancy
  e. All of the above except a
The iceberg effect of complaints means that:
1. Resolved complaints are costly, but no one knows by how much
2. Many complaints are not voiced and therefore not resolved
3. Management pretends to resolve issues for which there are numerous complaints
4. No one knows how many complaints are resolved by quality guarantees e. Both a and d
If registration lines are long and irritating, management should consider doing what?
1. Adding directional signs
2. Increasing the number and character of the staff
3. Creating distractions (clowns, for example) in the lobby
4. Redesigning the physical structure of the front desk e. All of the above
The ADA is the:
1. Allied Directors of America, an important national convention that every city seeks b. Americans with Disabilities Act, designed to help the handicapped get around
  1. A Damned Angry movement, effort to get employees to be more guest sensitive
  2. Articles against Dopey Attitudes, lodging’s industrywide drive to promote TQM
  3. None of the above
To make “empty minutes” pass quickly for guests waiting in line:
1. Post a sign telling how long before the end is reached
2. Show video clips on an overhead monitor
3. Build a front-desk attraction; a big aquarium for example
4. Have an employee “work” the line e. All of the above
“The room rate should be high enough to meet fixed and variable expenses and return a fair value to investors” is a statement associated with the:
1. Cost of Renovation rate
2. Rule of Thumb room rate calculation
3. Ideal Average Room Rate computation d. Hubbart Room Rate Formula
  e. All of the above
Comp rates are given to:
1. VIPs
2. Travel agents on fam trips
3. High rollers in casino hotels
4. Other hotel managers e. All of the above