True/False Questions. Circle either T for true or F for False:

1. The front office is considered the heart and soul of hotel operations, in part, because room sales represent the largest source of hotel income (as high, perhaps, as almost 100% of the hotels total revenue) and earn the largest percentage of profit on sales (as high, perhaps, as 75% of room sales). T

2. A California-length bed (sometimes called a European-length bed) is any bed, but usually queens or kings, that has stretched the traditional length of approximately 99cms to the modern length of between 200 and 215 cm, which just about accommodates a 7-foot person. T F

3. Although it was not true at one time, modern hotelkeepers now consider the lobby of urban hotels to be costly space-wasters, because most of todays business is transacted electronically with little or no need for businesspersons to meet or gather. T F

4. Guest rooms in upscale hotels during the period 1900-1950 were actually smaller than the standard sized room found in the economy class hotel of today. T F

5. All connecting rooms adjoin, but not all adjoining rooms connect. T F

Multiple Choice Questions. Circle the one answer that best completes the thought:

6. In relationship to the customary square-foot measure used in the United States, a square meter, the metric unit measure of area, is

1. larger than the square foot measure
2. smaller than the square foot measure
3. about the same as the square foot measure
4. computed by multiplying pi times the number of square feet
5. both b and d

7. The historical titles of room clerk and maid have been replaced by more politically correct forms, including which of the following:

1. receptionist and floor housekeeper
2. concierge and chambermaid
3. guest-service agent and room attendant
4. facilities manager and executive housekeeper
5. both a and c

8. Which of the following responsibilities falls to the office of hotel manager?

1. Preparing payroll and payroll taxes
2. Negotiating leases and rental arrangements with shops and lobby concessionaires
3. Supervision of the swimming pool staff
4. Arranging for medical services to be available
5. All of the above except (a)

9. The night auditor works the:

1. swing shift
2. day shift
3. graveyard shift
4. split Shift
5. none of the above

10. The modern hotel room differs from the room of an earlier age. The modern room:

1. is a smaller room because modern guests spend less time in the room
2. is a larger room because, in part, the hotels footprint is larger
3. focuses now on the downstairs guest whereas it once focused on the upstairs guest
4. is more likely to be an inside room rather than the outside rooms of the 1930s-1940s
5. has fewer amenities because amenities have grown too costly

11. In Canada many professional Concierges will belong to an association called Clefs dor. You can identify the members of Clefs dor as they wear:
    1. a Clefs dor insignia on their name badge.
    2. a special finger ring that identifies them.
    3. a cap with the logo on it.
    4. crossed golden keys.
    5. three gold stripes on the left jacket sleeve

12. The front office manager produces a Forecast once per week. This is a:
    1. forecast of the weather for the week for distribution to guests.
    2. forecast of the room occupancy for the hotel
    3. another name for the front office staffing schedule.
    4. form produced by the front office and used by other hotel departments when preparing staffing needs.
    5. both b and d are correct.

13. The traditional suite is a:
    1. parlour (living room) with one or more bedrooms
    2. adjacent rooms
    3. adjoining rooms
    4. side by side rooms with a connecting door
    5. fancy room always on the Penthouse floor.

14. In most of todays larger hotels they have a position called Revenue Manager. The person in this position typically reports to:
    1. Director of Marketing and Sales
    2. Rooms Division Manager
    3. The Hotel General Manager
    4. Front Office Manager
    5. Chief Financial Officer

15. Which of the following statements would be true when applied to todays positions in uniformed services?
    1. The number of employees in this area is increasing.
    2. They work harder as guests travel with more luggage these days.
    3. Most employees in this are no longer wear uniforms.
    4. The number of employees in this area is decreasing.
    5. The number of employees in this area is about the same as it has always been.