Multiple Choice Questions. Circle the one answer that best completes the thought: 6. In the hospitality industry, the acronym RNA stands for: a. registered, not assigned (for early arrivals who check in before a room is available) b. room not available (room is still occupied or not yet cleaned) c. room not acceptable (for a guest who refuses accommodations after seeing the room) d. ribonucleic acid (a complex assortment of rooms similar to a strand of molecules) e. answers a, b, and c are true. 7. Queuing theory utilizes complex mathematical analysis of a number of systems or patterns in determining a hotel's staffing needs. Which of these systems are included in a queuing analysis: a. Arrival population b. Service population c. Queue discipline d. Service discipline e. All of the above are systems considered by queuing theory analysis 8. Automated property management systems enable managers to select how rooms will be sold. Although many hotels sell clean rooms of a given type by numerical ascending order, this causes low numbered rooms to be sold more often than the last (highest number) rooms in the sequence. As such, modern PMS systems have a programming feature to allow management to change the order of rooms as they appear on the system. What is this feature called: a. Algorithm b. Up-selling system c. Room type density chart d. Display non-sequentially (DNS) e. Reverse normal appearance (RNA) 9. More and more hotels are adopting green environmentally conscious policies. Although such policies cause slight inconveniences to the guest, most guests are willing to endure them in an effort to preserve the environment. Which of the following is an example of the type of inconvenience a guest might experience at an environmentally conscious facility: a. Guests may be asked to hang-up and re-use towels b. Guests may enter rooms slightly warm in the summer (slightly cold in the winter) as the hotel tries to minimize energy consumption in unoccupied rooms c. Guests may not get their bed sheets changed every single day d. All of the above are true e. Answers b and c are true. But a is false because guests always get clean towels daily 10. Which of the following sections or points is usually found on the guest registration card: a. name and Address b. date of Departure c. discounts or Corporate Affiliations d. disclaimer of Innkeeper Liability e. all of the above are usually found on a guest registration card 11. The hotel guest uses the rooming slip for two purposes: a. As a receipt and room number b. As a receipt and guest identification c. As guest identification only d. As a receipt only e. None of the above 12. Rooming guests is one of the primary tasks of the bell department. During this process the bell person would do which of the following: a. hang guests loose clothes and puts the baggage onto the luggage rack b. check temperature controls and inspect room for cleanliness, towels, soap, toilet tissue, facial tissue etc. c. explain special features of the hotel d. point out self service items such as the ice machine, in-room refrigerator etc. e. all of the above are duties of the bell person 13. The term "Rotation of Fronts" refers to: a. the change of shift at the front desk b. the change of shift of the door person at larger hotels c. switch of cashiers from the morning to evening shift d. the bell person who comes forward to take the rooming slip and room the guest is called a front. Fronts rotate in turn. e. change of the conference and meeting information board each day 14. The term "SPATT" when referring to a guest stands for: a. Special Attention Required b. Stand Pat Today c. Start Paying Attention d. Special Attention Travel Tourist e. none of the above 15. "No Post Status" is applied to a guest who: a. has paid in advance b. is paying by cash c. does not have a credit card d. all of the above e. none of the above Short Answer Question. Answer briefly using a short paragraph or exhibit as appropriate: 16. The importance of the guest arrival process cannot be overemphasized since it likely represents the first impression the guest will have of the facility. Briefly identify and discuss (in order) each stage of the guest arrival in a full-service corporate hotel