94. Calculating average guests per room sold would be useful when:

a. forecasting revenue from ancillary services

B. forecasting room revenue

c. determining fixed costs

d. determining unconstrained demand

95. Which of the following is recommended when resolving a conflict between two employees?

a. Be clear to the employees that you are in charge and your decisions are final

b. stay neutral by telling both employees you agree with their positions

c. tell the employees that youre not interested in what led to the conflict, you only care about resolving it.

d. look for and point out issues that employees agree on.

96. When conducting a performance review, a manager should:

a. slightly inflate the overall rating in order to keep the employee motivated

b. judge performance based upon predetermined performance standards

c. take the employees background and personality into account.

d. compare the employee to employees who perform similar duties

97. A manager can promote creative thinking in their department by:

a. implementing top-notch employee suggestions quickly

b. allowing employeed to participate in all decisions affecting the department

c. implementing all employee suggestions, regardless of their potential effectivesness

d. creating a work environment that emphasizes competition over cooperation

98. Which of the following questions can be answered by analyzing information presented on a monthly income statement?

a. what is the amount of the propertys mortgage debt?

b. what is the balance of account receivable?

c. how much cash was on hand at the end of the month?

d. what was the propertys net revenue from sales?

99. A tentative group is define as a group that has:

a. reserved meeting room space but not guestrooms

b. had a contract sent to them but has not signed or returned the contract

c. stayed at the hotel in the past and has expressed an interest to return in the future

d. signed a sales contract

100. Which of the following procedures should a manager use when correcting a minor offense committed by an employee?

a. the correction should be made in casual, friendly manner

b. more discipline than is necessary should be used in order to discourage this type of behavior

c. it is best not to say anything until a pattern of behavior starts to develop

d. or best provide a best answer

101. A hotel is most likely to preregister a:

a. walk-in guest

b. guest making a reservation through a central reservation office

c. guest using a travel agent to book accommodations

d. guest with a disability or special needs

102. As compared to hiring from within, external recruiting generally results in:

a. higher cost associated with orientation and initial job training

b. significantly reduced payroll expenditures

c. employees who are more likely to say with the operation for an extended period of time

103. Maintenance work orders that are issue by the front desk are usually the result of:

a. the general managers inspections

b. preventive maintenance checks

c. guest comments or complaints

d. an automated work-order-generation system linked to the front desk computer