Question 1. Question : (TCO 2) Should a first line manager delegate responsibility more or less than

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Question 1. Question
: (TCO 2) Should a first line
manager delegate responsibility more or less than a top manager? Why or why

Points Received: 20 of 20

Question 2. Question
: (TCO 3) Does the front desk
clerk depend upon the housekeeper? Why or why not?

Question 3. Question
: (TCO 4) What is the
Occupational Safety and Health Act (OSHA)? Explain the role of the Occupational
Safety and Health Act (OSHA) as it pertains to the lodging industry.

Question 4. Question
: (TCO 5) What factors would you
utilize to determine whether a Sales Department in a full service hotel was
organized for success? Please provide an example for each.

Question 5. Question
: (TCO 7) What is a job
analysis? How might the job analysis necessary to train a new employee in
preparing cold vegetables be different from the job analysis a general manager
undertakes when examining a hotel sales office?

(TCO 1) Which of the following is NOT an example of a
full-service hotel?

Super 8 (Economy Class Hotel)



Four Seasons

Question 2. Question
: (TCO 2) In a smaller
limited-service hotel, night audit, front desk, housekeeping, maintenance, and
sales might all report directly to:

Rooms division manager

The hotel engineer

The general manager

The controller

Question 3. Question
: (TCO 2) A hotel with 450
employees and a 75% annual turnover rate means that it will completely re-staff

18 months

16 months

12 months

9 months

Question 4. Question
: (TCO 2) In an attempt to
reduce employee turnover, hotels are giving attention to which of the

Job enlargement


Job rotation

All of the above

Question 5. Question
: (TCO 3) When a hotel
over-sells its rooms and does not have enough rooms to accommodate guests who
have reservations, the hotel will need to find accommodation for the guests,
pay for the rooms, and normally the taxi ride to the other hotel. This process
is known as:

walking a guest

comping a guest

running a guest

driving a guest

Question 6. Question
: (TCO 3) A daily analysis
report generated by the reservations department includes the number of:

reservations, arrivals, no-shows, and

rooms requested and denied

employees in the front office department

hours worked by employees in the front office

Question 7. Question
: (TCO 4) This person is
normally in charge of carpet repairs, wall washers, drapery cleaners, and

laundry attendant

laundry supervisor


house staff

Question 8. Question
: (TCO 4) Room attendants can be
divided into three categories:

day, midday, and night

day, bath, and night

day, hallway, and bath

day, bath, and elevator

Question 9. Question
: (TCO 5) All group bookings,
including conventions, are subject to a ________ cutoff.





Question 10. Question
: (TCO 5) Which of the following
is NOT a common type of promotion used in the lodging industry?

price promotion

frequency promotion

trial offers

package promotion

All are types of promotions used.

Question 11. Question
: (TCO 6) A BEO stands for:

Banquet Executive Order

Bakery Essential Order

Benefit Effective Order

Banquet Event Order

Question 12. Question
: (TCO 7) Tests, simulations,
interviews, group interviews, drug tests, physical examinations, background
checks, job previews, and other tools and devices can be used in the:

selection process

recruiting process

pay scale setting process

organization process

Question 13. Question
: (TCO 7) Oftentimes, _________
is needed to match the employees’ qualifications to the needs of the





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