**114. Since fulfilling special request might call for exceptions to standard front office procedure, it is important to:

a. require management approval before granting special requests

b. instruct front desk employees to deny special requestd unless the guest is a repeat customer.

c. empower front desk employees to use their judgement when attempting to accommodate guest requests

d. none of the above

115. Your hotel is currently operating at 78% occupancy with an average room rate of 62$. If the average room rate was increased to $70, what occupancy percentage must be reached in order to achieve the yield that it currently achieves?

a. 61%

b. 64%

c. 67%

d. 69%

116. Which of the following statements applies to incoming guest mail?

1. it should be refused unless the guest has specifically mentioned that he or she is expecting mail
2. It should be time-stamped as soon as it arrives at the property
3. It should be placed in a message rack that is visible to the hotel guests so they can periodically check for mail or messages
4. It should be placed outside the guests room as soon as it arrives at the property

117. Under what circumstances should rooms that have special accommodations for guests with disabilities be sold to guests who have no disabilities?

1. only if guests who have no disabilities specifically request these rooms
2. only if there are no other rooms left in the hotel
3. only if the rooms are currently unoccupied
4. under no circumstances

118. The most effective means of reducing or eliminating late charges is:

1. requiring guests to use a credit card or cash at the propertys revenue outlets
2. an automated system that interfaces with revenue center outlets
3. an experienced staff
4. requiring guests to provide a valid credit card at check-in

119. Which one of the following hotel services would business travelers most appreciate?

1. the availability of room service
2. recreational facilities
3. premium pay channels included with the price of the room
4. complimentary cup of coffee and a newspaper along with their wake-up call

120. When placing a call to a guest room, hotel employees should:

1. Mention all of the propertys features that are available to the guests
2. insure the guest that their hotel stay will be enjoyable
3. try to limit the call to 30 seconds or less
4. introduce themselves and state the reason for the call

122. A propertys Security standards and procedures should be:

a identical to those of properties in the same region

b. determined, in a large part, by guests comments and complaints

c. developed by consultants that do no actually work for the property

d. documented in a security manual and used to assist in training employees.

123.Which of the following represents the front office accounting formula?

1. previous balance-debits = net outstanding balance
2. Previous balance + debits = Net outstanding balance
3. Previous balance + credits -debits = net outstanding
4. previous balance + credits =net outstanding balance

124. Micromanaging a department tends to result in

1. employees losing enthusiasm for their jobs
2. the development of personal relationships between managers and their employees
3. reduced turnover and absenteeism
4. increased productivity and employee participation