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BL-TM-6363-LEC-1933T ACCOMODATION OPERATIONS & MGT
Quiz 1
Started on Thursday, 27 February 2020, 12:15 PM State Finished Completed on Thursday, 27 February 2020, 12:43 PM Time taken 28 mins 8 secs Grade 10.00 out of 10.00 ( 100 %)
Question 1
Correct Mark 2.00 out of 2. Flag question Question text This part of the HO provides all services related to bell desk and concierge. Answer:
Question 2
Correct Mark 2.00 out of 2. Flag question Question text The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personal in diverse areas ofAnswer.
Question 3
Correct Mark 2.00 out of 2. Flag question Question text This part of the FO does all guest registration-related activities like check-in, room assignment, welcoming, room rate etc. Answer:
Question 4
Correct Mark 2.00 out of 2. Flag question Question text It is the first guest contact area and also the nerve centre of the hotel. Bell Desk and Concierge Front Office Departme Guest Registration
Answer:
Question 5
Correct Mark 2.00 out of 2. Flag question Question text The front office is also known as theAnswer of the hotel.
Quiz 2
Started on Thursday, 27 February 2020, 12:47 PM State Finished Completed on Thursday, 27 February 2020, 12:50 PM Time taken 2 mins 35 secs Grade 10.00 out of 10.00 ( 100 %)
Question 1
Correct Mark 2.00 out of 2. Flag question Question text Nothing sends a stronger message thanAnswer in a hospitality operation.
Question 2
Correct Mark 2.00 out of 2. Flag question Question text In any establishment there is a department particularly concerned with accommodation: TheAnswer department, whose staff provide adequate hot and cold water, sanitation, heating, lighting and ventilation as well as maintaining and repairing individual articles and area within the rooms operation.
Question 3
Correct Mark 2.00 out of 2. Flag question Question text front office face cleanliness maintenance
Question text This fulfills any Guest Services related activities. Answer:
Question 3
Correct Mark 1.00 out of 1. Flag question Question text TheAnswer shows reporting relationships, the span of management, and staff/line functions.
Question 4
Correct Mark 1.00 out of 1. Flag question Question text In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is referred to as anAnswer.
Question 5
Correct Mark 1.00 out of 1. Flag question Question text This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels. Answer:
Question 6
Correct Mark 10.00 out of 10. Flag question Question text Match the missing term/details taken from the role of housekeeping department. To ensure that ___________________ are made known to all staff Answer 1 Guest Service organisation cha organisation chart Postage and Parcels safety and security regulations
of the department. To establish a good ______________ with other department. Answer 2 To cater to the _______________ of the hotel linen, staff uniforms and guest clothing. Answer 3 To provide ________________ for all the staff and maintain adequate inventories for the same. Answer 4 To coordinate ________________ of the property as and when, in consultation with the management and with interior designers. Answer 5 To provide ________________ in rooms, restaurants, banquet hall, conference venues, health clubs, and so on, as well as maintain an inventory for the same. Answer 6 To establish a ______________ and ensure courteous, reliable service from all staff of the department. Answer 7 To ensure a _____________ of cleanliness and general upkeep in all areas for which the department is responsible. Answer 8 To provide and maintain the _________________and maintain the landscaped areas of the hotel. Answer 9 To ensure _________________ of all staff attached to the department. Answer 10 Feedback Your answer is correct.
Question 7
Correct Mark 7.00 out of 7. Flag question Question text Match the typical staff position with its job descriptions. Handle Guest Luggage, escort Guests to their Rooms, and assist guests for any bit of information requested. Answer 1 Maintain and settle guest folios, and properly check out guests. Answer 2 Control the job of the Accounts Receivable Clerk, and prepare daily reports to management. Answer 3 Manage the Switchboard and coordinate Wake-up Calls. Answer 4 Register guests and maintain room availability information. Answer 5 safety and security regulations w orking relationship laundering requirements uniforms renovation and refurnishing linen w elcoming atmosphere high standards floral decorations training, control, and supervision Uniformed Service Agent cashier Night Auditor Telephone Operator front desk agent
Flag question Question text This section is to answer questions and inquiries of guests. Answer:
Question 12
Correct Mark 1.00 out of 1. Flag question Question text This creates and maintains a guest profile, history, likes and dislikes, collect feedback etc. Answer:
Question 13
Correct Mark 1.00 out of 1. Flag question Question text This section relates with the Accounting Department, through the collection from guests through their services, and also give the foreign exchange service. Answer:
Question 14
Correct Mark 1.00 out of 1. Flag question Question text This part of the HO is responsible to update the correct room status like CI, CO, DNCO, DND, etc. Answer:
Question 15
Correct Mark 1.00 out of 1. Inquiry Guest History and records Finance and Foreign Exchange Updates Room Status
Flag question Question text This develops & maintains a Comprehensive Database of Guest Information Answer:
MQ1 QUIZ 3
Started on Monday, 2 March 2020, 4:49 PM State Finished Completed on Monday, 2 March 2020, 5:04 PM Time taken 14 mins 54 secs Grade 6.00 out of 10.00 ( 60 %)
Question 1
Incorrect Mark 0.00 out of 2. Flag question Question text Answer is used to represent people in communities and seeks to promote ways in which people learn to get along and safeguard equal opportunities for all.
Question 2
Incorrect Mark 0.00 out of 2. Flag question Question text Communication is an exchange of opinions, thoughts or information by mode of speech, writing orAnswer.
Question 3
Correct Mark 2.00 out of 2. Flag question Question text Guest Database multiculturalism gestures includin
Select one: True False
Question 2
Correct Mark 2.00 out of 2. Flag question Question text The least source of income for most hotels comes from the rooms division and the food and beverage department. Select one: True False
Question 3
Correct Mark 2.00 out of 2. Flag question Question text In general, the rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests. Select one: True False
Question 4
Correct Mark 2.00 out of 2. Flag question Question text The director of rooms is responsible to the front office department for the effective leadership and smooth operation of all departments that make up the rooms division. Select one: True
False
Question 5
Correct Mark 2.00 out of 2. Flag question Question text The front office is the nerve center or hub of a hotel. Select one: True False
Midterm Exam
Started on Sunday, 22 March 2020, 1:30 PM State Finished Completed on Sunday, 22 March 2020, 2:03 PM Time taken 32 mins 59 secs Grade 23.00 out of 30.00 ( 77 %)
Question 1
Incorrect Mark 0.00 out of 1. Flag question Question text It is one of the most important work ethics that is used within the workplace. Answer:
Question 2
Correct Mark 1.00 out of 1. Flag question Question text Improving communication between individuals and teams within the organization will streamline business processes and activities. Select one: True w ork smart
Flag question Question text There isAnswer between employees to get their jobs done.
Question 7
Correct Mark 1.00 out of 1. Flag question Question text Every company stands on good communication between employees and patrons. Select one: a. Pederson A. 2009 b. Montgomery A. 2008 c. Lance T. Feedback Your answer is correct.
Question 8
Correct Mark 1.00 out of 1. Flag question Question text Effective communication in the workplace is a _____________ street which means that the communication skills are not just the ability to talk and write effectively but also rely heavily on listening and negotiation. Select one: a. multiple ways b. one-way c. three-way d. two-way Feedback Your answer is correct.
Question 9
encouraging
Correct Mark 1.00 out of 1. Flag question Question text Effective communication is slightly essential in organizations. Select one: True False
Question 10
Incorrect Mark 0.00 out of 1. Flag question Question text Organization providingAnswer can help employees to develop effective communication in the workplace by teaching the importance of effective communication, different communication styles, non-verbal communication skills, such as body language, written communication skills, to tailor communication for an intended audience, how to manage workplace conflicts or issues, negotiation and influential skills etc.
Question 11
Correct Mark 1.00 out of 1. Flag question Question text The message is encoded and a transmission channel is selected by the ________________. Select one: a. receiver b. sender c. noise d. barrier Feedback Your answer is correct.
Question 12
Correct Workplace com
________________ is charge of the maintenance of all equipment and material in his working area. Answer 3 _________________ is responsible for all aspects of guest's satisfaction in the front office. Answer 4 _____________ leads and trains all subordinates. Answer 5 __________________ inspect rooms for sales, clean occupied and take care of the property’s linen. Answer 6 ________________ assists his or her superior in ensuring that the guest satisfaction programs are implemented in accordance with the hotel's philosophy. Answer 7 The ____________ is the most visible department in the hotel, with the greatest amount of guest contact. Answer 8 The__________________ is responsible for receiving and processing reservation for accommodations in the future. Answer 9 _______________ manages the guest satisfaction efforts of his department in accordance to the hotel's philosophy. Answer 10 Feedback Your answer is correct.
Question 15
Incorrect Mark 0.00 out of 1. Flag question Question text When giving or receiving instructions,Answer is important as it is clear to both the sender and the receiver that the message as intended is fully understood.
Question 16
Incorrect Mark 0.00 out of 1. Flag question Question text It is significant that communication should be properlyAnswer so as to make sure it is understood by the audience.
Question 17
Correct Mark 1.00 out of 1. front office supervisor assistant front office manager room division manager housekeeping and laundry front office supervisor front office reservation function room division manager effective comm explain
Flag question Question text The message is then decoded by the ______________ and decides if feedback is needed. Select one: a. sender b. receiver c. interruption d. messenger Feedback Your answer is correct.
Question 18
Correct Mark 1.00 out of 1. Flag question Question text Through customer retention customer service will be improved. Select one: True False
Question 19
Incorrect Mark 0.00 out of 1. Flag question Question text Employees are more successful in their roles by developing betterAnswer with co- workers.
Question 20
Correct Mark 1.00 out of 1. goals
Flag question Question text One of the most common problems that people will encounter is when the neighbors in adjacent rooms areAnswer.
Question 2
Correct Mark 2.00 out of 2. Flag question Question text In some cases, hotels may need to take roomsAnswer if there is a technical problem, while in other situations they may actually have over-booked their rooms.
Question 3
Correct Mark 2.00 out of 2. Flag question Question text It is fair to expect that if the hotel is aware of a problem with a room not being available, that they arrange accommodation at another hotel, and in many cases, they will also provide anAnswer.
Question 4
Correct Mark 2.00 out of 2. Flag question Question text Many travelers will already haveAnswer headphones or earplugs to drown out the noise, with the earplugs designed for those who sleep with heavy snorers being particularly effective.
Question 5
Correct Mark 2.00 out of 2. noisy out of service upgrade or a free noise-canceling
Flag question Question text Insect infestations such asAnswer and cockroaches can also be a problem in some areas, and when it comes to hotel rooms, guests can expect a certain level of hygiene from their accommodation.
Final quiz 2 _ Quiz 6 _ FQ
Started on Sunday, 22 March 2020, 2:14 PM State Finished Completed on Sunday, 22 March 2020, 2:19 PM Time taken 4 mins 45 secs Grade 10.00 out of 10.00 ( 100 %)
Question 1
Correct Mark 2.00 out of 2. Flag question Question text For concerns about rude staff, the first thing to do is to get in an argument and fight with them, as that will usually achieve satisfaction. Select one: True False
Question 2
Correct Mark 2.00 out of 2. Flag question Question text Cold water in a hotel may not be too much of a problem if you are looking to cool off after a day of sunbathing, but for others, it can be a real frustration, and prevent washing and the relaxing warm embrace of the water after a day out in cold conditions. Select one: True False
Question 3
bed bugs
