Deck 8: Arrival, Registration, Assignments and Rooming

Question 1

Most baggage mix-ups and delays come from assigning tour groups to one floor and one block of rooms, as so many hotels do.

Answer 1

False

Question 2

Under state laws, innkeepers (hotel owners and managers) are responsible for the full value of lost valuables once the arrival has met the legal criteria of "guest; "that is, once checked in and established credit.

Answer 2

False

Question 3

Algorithms are some of the newest in-room amenities being added by top-of-the-line hotel properties (Ritz-Carlton, Four Seasons, etc.).

Answer 3

False

Question 4

Hotels may require guests to pay in advance for their accommodations.

Question 5

Recognizing the marketing and economic potential, American hotelkeepers have vigorously introduced environmental (green) programs.

Question 6

Queue discipline:

A) Is a financial penalty levied on managers who miss targeted goals
B) Refers to the behavior exhibited by guests waiting in line
C) Deals with rules for merchants who sell the hotel housekeeping supplies
D) Is administered to employees who ignore standing instructions
E) None of the above

Question 7

A rooming slip is a means of communication between the:

A) Bellperson and the guest
B) Guest and the housekeeper
C) Desk and the guest
D) Desk and the bellperson
E) All of the above, except B

Question 8

RNA is used:

A) If the guest is not satisfied with the hotel's response to a complaint
B) When guests arrive early and their rooms are not yet vacated
C) To charge guests who leave earlier than their anticipated departure date
D) After a reservation with an assigned number has been canceled
E) All of the above because the practice is not standardized across the industry

Question 9

"Front"refers to the:

A) Bell staff - the next bellperson designated to room a guest
B) Property - usually the guest's first view of the building's front
C) Desk - the front-of-the-house
D) Registration line - the next guest waiting to be registered
E) All of the above, except B

Question 10

Assigning a guest better accommodations at no increase in rate is:

A) Upselling
B) Upgrading
C) Up-assigning
D) Upping it
E) All of the above are commonly used expressions

Question 11

List 3 or more steps management might take to speed up waiting lines that sometimes form as guests attempt to check-in.

Question 12

Registration lines can be speeded up by simply removing non-registration services, such as change making or stamp purchases, from the front desk.

Question 13

Q-ing (queuing) is the lodging industry's professional term for a guest who squiggles out of paying for the room by claiming either poor service or injury.

Question 14

Urban hotels have a greater need for a doorperson than do resort hotels.

Question 15

The arrival process is an important moment-of-truth for every hotel.

Question 16

The earnings that hotels make from the doorperson's position is usually enough to cover the cost of salaries and uniforms.

Question 17

Walk-in guests are roomed more quickly than guests with reservations because reservation-holding guests require the computer to be up and running and this equipment fails at times.

Question 18

It's quite possible that a "Road-warrior"will arrive at his or her room without ever interacting with a member of the hotel's staff.

Question 19

Resort hotels rely more on walk-ins than urban hotels; urban hotels rely more on walk-ins (drive-ins) than motor hotels.

Question 20

Members of frequent-guest programs are permitted to arrive early (before the check-in hour) and depart late (after the check-out hour).

Question 21

Union contracts designate the 10-minute rest period that guest-service agents are allowed every four hours as "On-change."

Question 22

Handicapped guests are sent immediately to the room even if housekeeping has not yet cleaned the room.

Question 23

The liability of hotels for guest's valuables was established by an act of Congress.

Question 24

A large party, including unrelated persons, would require more than one registration card, unless the entire bill is paid by one individual, who would then be the only person to register.

Question 25

Hotels have moved from a few no-smoking rooms, to entire no-smoking floors; eventually there may be hotels that are entirely nonsmoking, but we are not yet there.

Question 26

Aware that some guests are allergic to animals, hotels that accept pets alert other arrivals with appropriate signs on the door, just as hotels do for no-smoking rooms.

Question 27

Seeing-eye animals (dogs, monkeys, etc.) are admitted to every hotel including those with a no-animal policy.

Question 28

Bellpersons should not address guests by name; it makes a professional situation appear to be a social one.

Question 29

Baggage-in and baggage-out is an important money maker for the bell departments of hotels doing a large group business.

Question 30

Bells earn commissions from car-rental companies, event venues and tour operators for business booked through the bell desk.

Question 31

"Front"is the tem given to the entire desk and the reception area of the hotel; some properties even include the lobby.

Question 32

"Rooming a guest"is the process by which a guest-service agent assigns a room to an arriving guest who holds no reservation.

Question 33

Bellhops are among the staff's most mobile population so they must serve as the eyes of security.

Question 34

Most guests learn too late that using a credit card at registration prevents them from settling the bill with cash at check-out time.

Question 35

Hotels have a legal right to ask for cash payment in advance whether the guest tenders a credit card or not and whether the guest has baggage or not.

Question 36

The lodging industry started late, but it now leads most other industries as an advocate of sustainable development and eco-tourism.

Question 37

There's both truth and discomfort in this popular saying: "Eco-tourism is successful so long as it doesn't succeed."

Question 38

Once advanced payment is made, "Paid-in-advance"guests are able to charge purchases (bar, dining room, etc.) to their folios (front-office bills).

Question 39

Guests who room themselves, get their rooming slip directly from guest-service agent.

Question 40

Registration cards for guests with reservations are preprinted the night before arrival as part of the night audit.

Question 41

The 2002 Anti-Terrorism Act requires hotels to record the purpose of the guest's visit using the categories of business, pleasure, tourism or transient (en route to somewhere else).

Question 42

The number of children in an arriving party is more important for an all-inclusive hotel than it is for a motor inn.

Question 43

Guests are addressed directly by name, but behind the desk it is their room number that identifies them.

Question 44

To avoid anti-discrimination law and other legal harassments, most U.S. hotels now charge the same rate to everyone who comes.

Question 45

Special rates are given to persons in uniform (military and police), to clergy and to governmental employees traveling on government "per diem"business.

Question 46

It's an old but accurate saying: The fewer the rooms available, the easier it is to make a room assignment.

Question 47

"Upgrades"are promotions - step up a grade - given to guest-service agents who meet specific selling targets; for example, selling higher room rates than the average.

Question 48

VIPs, convention executives and travel writers receive special attention from the hotel; they're often comped.

Question 49

Hotels must mail guests any personal items that they leave behind within 30 days although some state jurisdictions allow up to 60 days.

Question 50

Completing the individual registration cards of a group arrival (say, arriving by bus) is the desk's most time-consuming procedure.

Question 51

"Sustainable development"is another term for and is used interchangeably with "Eco-tourism."

Question 52

Guest-service agents "play solitaire"with the room rack by shifting room blocks and changing pre-assigned reservations, as the arrival/departure pattern of walks-ins and check-outs becomes apparent.

Question 53

Property management systems (PMSs) are able to display vacant rooms (those available for sale) in only one format: in room number sequence.

Question 54

Upgrades give the guests more value; upsells give the hotel more value.

Question 55

Hotels mail reservation confirmations less and less, but one cost of doing so is the loss of valid guest addresses, and therefore a lesser ability to track unpaid bills.

Question 56

Hotels have a great deal of personal information (guests' names, addresses, company affiliations, telephone and Internet records, credit-card data, guest histories) that make them targets for governmental anti-terrorism actions.

Question 57

Pet owners are generally unwilling to pay extra fees to accommodate their animals.

Question 58

To estimate the number of rooms available for sale today, the desk ties today's projections to historical records.

Question 59

All rooms in the same category (king rooms, for example) have the same room rate.

Question 60

Large, upscale hotels that can afford the extra payroll costs have avoided the use of check-in terminals, sticking rather to the personal reception offered by human agents.

Question 61

Because hotels have met the posting requirements of state laws, they have avoided costly legal settlements after guests have been injured or killed.

Question 62

More than ever before, innkeepers are striving to meet the environmental measures of:

A) LED-ED
B) HSMA
C) AH&LA
D) OSHA
E) None of these references have anything to do with the subject

Question 63

Which of the following might appear on a foreign reg card but would NOT appear on a U.S. registration card? Guest's:

A) Next destination
B) Family name
C) Home address
D) Length of stay
E) None of the above; that is, they all appear on U. S. registration card

Question 64

Check-in kiosks:

A) Take longer to process a check-in than does the desk
B) Require guests to have a card (credit or debit); they don't take cash
C) Give guests an option to select a different room than first displayed
D) Direct guests to another lobby area to secure a key

Question 65

Electronic check-in terminals:

A) Are talked about a great deal but are not often available
B) Are more popular with experience travelers than with inexperienced travelers
C) Must be located within 100 feet of the computer terminals behind the desk
D) Still lack the personal security that transient hotels should deliver
E) Both A and D

Question 66

Registration cards contain statements that:

A) Allow arriving guests to remain beyond the check-out hour
B) Determine which bellperson takes the front
C) Alert guests to the availability of room service
D) Require guests to take ultimately responsible for their bills
E) All of the above

Question 67

A hotel has 100% occupancy last night. Yet the guest-service agent prepares to actually room a new arrival even before the first check-out the following day because?

A) It was a DNS
B) One room was a sleep-out
C) There were reservation no-shows last night
D) The ADR was miscalculated
E) It cannot be done; the guest-service agent is mistaken

Question 68

Which of the following abbreviations has no application to innkeeping?

A) SPATT
B) DNA
C) RNA
D) DLX K N/S
E) None of the above; that is, they are all hotel-related terms.

Question 69

Management should consider doing what if registration lines are long and irritating?

A) Redesigning the physical structure of the front desk
B) Creating distractions (clowns, for example) in the lobby
C) Increasing the number and character of the staff
D) Adding directional signs
E) All of the above

Question 70

To be assured of having a limited liability for the loss of guest valuables, hotels must:

A) Adhere exactly to the requirements of the state laws
B) Train guest-service agents to explain the regulations to new arrivals
C) Have certain employees (housekeepers, for example) cleared by a police check
D) Put safes in every guest room
E) All of the above except B

Question 71

Urban parking is a revenue center for the hotel when it:

A) Leases the garage
B) Owns the garage
C) Out sources the garage
D) It is rarely a revenue maker for hotels
E) All of the above except D

Question 72

To forestall after-the-fact issues, desk agents repeat several "points of agreement"as part of the registration's close, including:

A) The in-room security devices
B) No-smoking room
C) Date and hour of arrival
D) Hours of the dining room (especially at MAP hotels)
E) EITHER A and B OR C and D