Elevator access to the concierge floor can be controlled through an electronic locking system.

True

False

Automated in-room minibars are interfaced with the PMS so late charges from missed counts and early departures have been reduced.

True

False

Keycards for ELS are inexpensive plastic that quickly disintegrates after use, especially at resorts where sun, water and sand interact with the material.

True

False

Telephones which use either IP or VoIP software are actually routing the telephone call over the Internet.

True

False

If guests are unable to distinguish one hotel property from another, the product that innkeepers sell becomes a commodity and price becomes the major determinant of the purchase.

True

False

Which of the following is NOT a city-ledger account:

	a.	Executive (of the hotel) accounts
	b.	Bank fees for processing bad checks
	c.	Banquet charges
	d.	Credit-card companies
	e.	None of the above; that is, they are all categories of the city ledger

Room charges are posted during the day by the front-office staff if the:

	a.	Auditor has not completed the job the night before
	b.	Guest is a day-rate guest
	c.	PMS lacks posting capability
	d.	Hotel is still using a pencil-and-paper folio
	e.	All of the above except c

Which of the following is NOT a city-ledger account:

	a.	Executive (of the hotel) accounts
	b.	Bank fees for processing bad checks
	c.	Banquet charges
	d.	Credit-card companies
	e.	None of the above; that is, they are all categories of the city ledger

Room charges are posted during the day by the front-office staff if the:

	a.	Auditor has not completed the job the night before
	b.	Guest is a day-rate guest
	c.	PMS lacks posting capability
	d.	Hotel is still using a pencil-and-paper folio
	e.	All of the above except c

Collection agencies working to recover bad debts for a hotel:

		Begin collecting small balances and work upward to large accounts
		Charge a fee of between 5% - 10% of the amount collected
		Often employ the same techniques as those tried by the hotel
		Collect most of the amounts and accounts handed to them
		Both a and b

EFT is shorthand for:

	a.	Equal and Fair Treatment federal requirement for treatment of employees
	b.	Every First Time [Guest] part of frequent-guest programs
	c.	Electronic Funds Transfer for moving money electronically
	d.	Each Frequent Traveler the true reference to frequent-guest programs
	e.	Both b and d, the meaning gets garbled at times

The one-two-three steps for detecting worthless checks are:

	a.	1.Verify room number; 2. Use a MoneyChecker; 3. Ask manager if uncertain
	b.	1.Collect the fee; 2. Employ cameras; 3. Ask for a fingerprint
	c.	Ask: 1. Is the routing code on the bottom of the check;2. Are the checks sides smooth; 3. Is the amount in even numbers
	d.	Check for: 1. Perforation; 2. The Federal Reserve district number; 3. Magnetic ink on the routing code
	e.	The authors offer no one-two-three steps for detecting worthless checks

A front-office cashier would most likely pay out cash to a guest who had:

	a.	A debit balance at the time of check-out
	b.	A credit balance at the time of check-out
	c.	Paid for the room in advance
	d.	Been a previous city-ledger account with the hotel
	e.	Either a or b depending on the circumstances

Managing for guest service most requires:

	a.	GMs to re-activate their position as host
	b.	Ownership to take more participative action
	c.	Employees to recognize and act on their role
	d.	Guest to adopt electronic self-services
	e.	All of these except a