Question 1

RNA is used:

Accepted Answer

A)   If the guest is not satisfied with the hotel's response to a complaint
B)   When guests arrive early and their rooms are not yet vacated
C)   To charge guests who leave earlier than their anticipated departure date
D)   After a reservation with an assigned number has been canceled
E)   All of the above because the practice is not standardized across the industry B

Question 2

Bellhops are among the staff's most mobile population so they must serve as the eyes of security.

Accepted Answer

A) True 
 B)False  True

Question 3

More than ever before, innkeepers are striving to meet the environmental measures of:

Accepted Answer

A)   LED-ED
B)   HSMA
C)   AH&LA
D)   OSHA
E)   None of these references have anything to do with the subject E

Question 4

Guest-service agents "play solitaire"with the room rack by shifting room blocks and changing pre-assigned reservations, as the arrival/departure pattern of walks-ins and check-outs becomes apparent.

Accepted Answer

A) True 
 B)False

Question 5

Because hotels have met the posting requirements of state laws, they have avoided costly legal settlements after guests have been injured or killed.

Accepted Answer

A) True 
 B)False

Question 6

Urban hotels have a greater need for a doorperson than do resort hotels.

Accepted Answer

A) True 
 B)False

Question 7

Under state laws, innkeepers (hotel owners and managers) are responsible for the full value of lost valuables once the arrival has met the legal criteria of "guest; "that is, once checked in and established credit.

Accepted Answer

A) True 
 B)False

Question 8

Guests are addressed directly by name, but behind the desk it is their room number that identifies them.

Accepted Answer

A) True 
 B)False

Question 9

Bells earn commissions from car-rental companies, event venues and tour operators for business booked through the bell desk.

Accepted Answer

A) True 
 B)False

Question 10

Guests who room themselves, get their rooming slip directly from guest-service agent.

Accepted Answer

A) True 
 B)False

Question 11

Special rates are given to persons in uniform (military and police), to clergy and to governmental employees traveling on government "per diem"business.

Accepted Answer

A) True 
 B)False

Question 12

Registration cards for guests with reservations are preprinted the night before arrival as part of the night audit.

Accepted Answer

A) True 
 B)False

Question 13

To avoid anti-discrimination law and other legal harassments, most U.S. hotels now charge the same rate to everyone who comes.

Accepted Answer

A) True 
 B)False

Question 14

Aware that some guests are allergic to animals, hotels that accept pets alert other arrivals with appropriate signs on the door, just as hotels do for no-smoking rooms.

Accepted Answer

A) True 
 B)False

Question 15

Resort hotels rely more on walk-ins than urban hotels; urban hotels rely more on walk-ins (drive-ins) than motor hotels.

Accepted Answer

A) True 
 B)False

Question 16

Most baggage mix-ups and delays come from assigning tour groups to one floor and one block of rooms, as so many hotels do.

Accepted Answer

A) True 
 B)False

Question 17

"Front"refers to the:

Accepted Answer

A)   Bell staff - the next bellperson designated to room a guest
B)   Property - usually the guest's first view of the building's front
C)   Desk - the front-of-the-house
D)   Registration line - the next guest waiting to be registered
E)   All of the above, except B

Question 18

A hotel has 100% occupancy last night. Yet the guest-service agent prepares to actually room a new arrival even before the first check-out the following day because?

Accepted Answer

A)   It was a DNS
B)   One room was a sleep-out
C)   There were reservation no-shows last night
D)   The ADR was miscalculated
E)   It cannot be done; the guest-service agent is mistaken

Question 19

Members of frequent-guest programs are permitted to arrive early (before the check-in hour) and depart late (after the check-out hour).

Accepted Answer

A) True 
 B)False

Question 20

Recognizing the marketing and economic potential, American hotelkeepers have vigorously introduced environmental (green) programs.

Accepted Answer

A) True 
 B)False

Exam 8: Arrival, Registration, Assignments and Rooming

RNA is used:

Bellhops are among the staff's most mobile population so they must serve as the eyes of security.

More than ever before, innkeepers are striving to meet the environmental measures of:

Guest-service agents "play solitaire"with the room rack by shifting room blocks and changing pre-assigned reservations, as the arrival/departure pattern of walks-ins and check-outs becomes apparent.

Because hotels have met the posting requirements of state laws, they have avoided costly legal settlements after guests have been injured or killed.

Urban hotels have a greater need for a doorperson than do resort hotels.

Under state laws, innkeepers (hotel owners and managers) are responsible for the full value of lost valuables once the arrival has met the legal criteria of "guest; "that is, once checked in and established credit.

Guests are addressed directly by name, but behind the desk it is their room number that identifies them.

Bells earn commissions from car-rental companies, event venues and tour operators for business booked through the bell desk.

Guests who room themselves, get their rooming slip directly from guest-service agent.

Special rates are given to persons in uniform (military and police), to clergy and to governmental employees traveling on government "per diem"business.

Registration cards for guests with reservations are preprinted the night before arrival as part of the night audit.

To avoid anti-discrimination law and other legal harassments, most U.S. hotels now charge the same rate to everyone who comes.

Aware that some guests are allergic to animals, hotels that accept pets alert other arrivals with appropriate signs on the door, just as hotels do for no-smoking rooms.

Resort hotels rely more on walk-ins than urban hotels; urban hotels rely more on walk-ins (drive-ins) than motor hotels.

Most baggage mix-ups and delays come from assigning tour groups to one floor and one block of rooms, as so many hotels do.

"Front"refers to the:

A hotel has 100% occupancy last night. Yet the guest-service agent prepares to actually room a new arrival even before the first check-out the following day because?

Members of frequent-guest programs are permitted to arrive early (before the check-in hour) and depart late (after the check-out hour).

Recognizing the marketing and economic potential, American hotelkeepers have vigorously introduced environmental (green) programs.