HFT4253 Fall 2016 Exam 2 (Lodging- McGinley) – Flashcards
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20
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A guest reserves two rooms for ten nights. What is the number of room nights reserved by the guest?
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When it shares its data electronically with another system.
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When is an information system considered to be an interfaced system?
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It can result in walked guests.
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What is true about the overbooking of hotel rooms?
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Increased levels of room revenue.
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What would be the impact of FOM instituting an effective upsell program in a hotel?
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No-show
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What is the industry term for a guest who makes a room reservation but fails to cancel or does not arrive at the hotel on the date of the confirmed reservation?
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Deep cleaning
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What is the lodging industry term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures?
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It is vacant and not yet cleaned.
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What is true about a hotel room that is "on change"
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$3.20
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In a 150-room hotel with housekeeping labor costs of $8,000 and 2,500 rooms sold in a month, what would be the hotel's housekeeping labor costs per occupied room for that month?
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Do not clean this room now.
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What is a guest seeking to communicate with a "DND" sign placed on the outside of the guests's door?
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An outside vendor.
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Who usually maintains the washers and dryers placed in a hotel's guest laundry?
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Emergency maintenance
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Maintenance that must be performed immediately to minimize damage to a hotel is referred to as:
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Preventive Maintenance
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What do the initials "PM" refer to in a hotel maintenance department?
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Housekeeping
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Which group of employees will most often initiate the largest numbers of work orders?
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Daily
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Cleaning a dryer's lint trap is an example of a PM activity. How often should it be performed?
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Sewage costs
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Which type of water-related cost is most closely related to a hotel's water usage costs?
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Director of Rooms
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Where does the Front Office report to?
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When the night audit starts
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When does the day officially end at a hotel?
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Hotels do not want the liability of crashing cars
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Why would a hotel want to outsource the valet?
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17
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How many dining outlets are there at the Swan & Dolphin hotel?
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Public Spaces & Guest Room Attendant
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What are the two parts of housekeeping?
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30 minutes
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What is the average time to clean a hotel room?
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Banquet Event Order
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What is the BEO?
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Ready for a guest
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Clean and Vacant:
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Vacant but not clean
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On Charge
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Everyone
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Who should be careful about blood born pathogens (HIV)?
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Housekeeping
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Which department of the hotel has the highest rate of injury?
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Towels and Washcloths made of cotton
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What is referred to as Terry?
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3
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How much Par should a hotel have at all times?
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A restaurant
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What is the difference between a full service and limited service hotel?
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Banquets
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What is the most profitable segment of Food & Beverage?
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Sous Chef
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Who is the second in charge of restaurant food?
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The wants and needs of the customers
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What is most important when planning a menu for customers?
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Buffet
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In a banquet situation, which type of service is the most profitable?
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Registration Card
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What is a Reg-Card?
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The guest's bill- room rate, services or purchases, etc.
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What is a Folio?
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About 15 rooms
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How many rooms does a housekeeping employee clean per day?
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Rack Rate
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What is the name of the rate at which a room is sold when no discounts are offered to the room's buyer?
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Contract Rate
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Which type of rate would a hotel offer an airline company that wishes to house one of its five-person flight crews every night for a period of one year?
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A hotel's sales and marketing team's results in relation to those of other hotels
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What does a STAR report evaluate?
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The ratio of room types in a hotel
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In the lodging industry, what is the meaning of the term "room mix"?
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Hotel Occupancy Tax
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A CVB is typically funded by what?
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To inform/describe potential hazards and the best ways to handle chemicals or toxic substances
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What is the purpose of MSDS?
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28 minutes
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15 rooms in a shift consisting of 7 hours and an 1 hour break, what is the cleaning time in minutes per room?
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Housekeeping
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Who uses MSDS?
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Maintenance Request
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What is another lodging industry term for a "work order?
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Banquet Manager
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Which position would be a direct report to a hotel's F&B director?
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To help keep workers safe
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What is the purpose of an MSDS?
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A hotel's general manager
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Who has the greatest influence on the overall quality of service provided within a hotel?
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The elimination of insects, rodents, and scavenging animals
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What is the most important reason for properly maintaining trash removal areas?
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Guest preferences
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The best menus are those that are developed based upon:
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Security
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What industry term is used to describe the protection of an individual's or business's property?
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They may be used to prevent minors from serving alcohol
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What is true about bona fide occupational qualifications? (BOQs)
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A la carte
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What is the type of dining in which each available menu item is sold for an individual price?
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New lights in the bath area of the hotel's guestrooms
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Which of the following would be classified as a FF&E expense in a hotel?
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The cost is higher than that of providing dining room service.
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What is true about the cost of providing room service meals?
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Executive Chef
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To whom does the sous chef in a large hotel report?
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Hotel's Pool Area
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Which area would be considered public space in a hotel?
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Night Auditor
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Whose job is it to back up the electronic data maintained by a hotel's front office?
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Daily
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Cleaning a dryer's lint trap is an example of a PM activity. How often should it be performed?
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They match revenues and expenditures to busier and slower time periods.
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What is true about annual budgets for seasonal hotels?
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Central Reservation System
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In the lodging industry, what do the letters CRS stand for?
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Competing Hotels in the Area
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Which of the following would a hotel likely not link to its Website?
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No Show
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What is the industry term for a guest who makes a room reservation but fails to cancel it or does not arrive at the hotel on the date of the confirmed reservation?
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PBX System (Private Branch Exchange)
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What is the name of the system within a hotel that processes incoming, internal, and outgoing telephone calls?
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GDS (General Distribution System)
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What is the industry term for the computerized system used to record guest reservations, financial information, and other data related to the operation of a hotel's front office?
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The agent has updated information on the guest folio.
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What does it mean if a front desk agent posts a guest charge?
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Higher than transient rates
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In most cases, group room rates for a specific time period will be:
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Occupancy % (x) ADR
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What is the formula for RevPAR?
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Increased levels of room revenue.
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What would be the impact of an FOM instituting an effective upsell program in a hotel?
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The agent has placed a "hold" on the card of a specific dollar amount.
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What does it mean if a front desk agent has authorized a credit or debit card?
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Airline Industry
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Which tourism-related industry first developed the concept of yield management?
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To record guests' purchase and payments during their stay.
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What is the purpose of a folio?
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Comp Set
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What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared?
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A college's graduation weekend occurring near a hotel
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Which of the following is a demand generator?
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A fixed amount paid for a guest's daily travel expense
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What is a per diem?
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Franchiser's sales and marketing effort
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A brand-specific frequent guest program is an example of a:
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Marketing activity
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What type of activity describes the act of placing an ad in the yellow pages of a telephone book?
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A website that allows a hotel's guests to post reviews of their previous stays
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Which of the following would be considered a user-generated-content Website?
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They are individual travelers
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What is true about transient travelers?
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Your RevPAR is lower than that of your competitors.
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Assume that you are reading a STAR report about a hotel that you manage. What does a RevPar index of 85 indicate?
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A reunion held for veterans of the Vietnam war
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Each of the following events would require one or more guest rooms. Which would be classified as SMURF business?
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Presale Activity
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What type of activity describes a site tour?
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It is designed to meet a hotel's sales goals
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What is true about a marketing plan?
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Group Market
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Which is the most important market for large convention hotels?
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By improvement in objective evaluation measurements
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How is a sales and marketing team best evaluated by a hotel's general manager?
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To qualify prospects
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What is the purpose of cold calling?
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Publicity is free
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What id the difference between advertising and publicity?
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Attrition
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What is the name for the difference between the original number of rooms requested by a group and that group's lower-than-requested actual room pick-up?
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Your ADR is higher than that of your competitors
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Assume that you are reading a STAR report about a hotel that you manage. What does an ADR index of 110 indicate?
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Smith Travel Accommodation Report
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What does STAR stand for in the STAR report?
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You are better than the others
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An Index score of 105 on the STAR report means:
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The Hotel Managment
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Who creates your comp set?
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Before you open
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When is your comp set created?
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The 4 or 5 hotels that are your closest competitors in the area
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What is a comp set?
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All housekeeping employees
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Which group of housekeeping employees should receive blood-borne pathogen training?
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To ensure guest room cleanliness
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In a housekeeping department, what is the role of the inspector?
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Maid
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Which housekeeping-related term is not used by professional hoteliers?
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It is vacant and not yet cleaned
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What is true about a hotel room that is "on change"?
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It has been intentionally left behind
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What is true about abandoned property?
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$2.20
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In a hotel with linen costs of $2,486 in the month of January and rooms sold of 1,130, what was the hotel's linen cost per occupied room?
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Sorting/Washing/Drying
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Which of the following represents the correct order of procedures used in cleaning linens and terry products?
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Laundry is processed
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What happens in a hotel's OPL?
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3 times the normal usage
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What is the normal par level in hotel laundry?
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It has been unintentionally left behind
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What is true about mislaid property?
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Needles left by intravenous drug users
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In a hotel guest room which is a potential source of the human immunodeficiency virus (HIV)?
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The hotel's executive housekeeper in keeping with hotel policies and procedures
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Who is responsible for making the distinction between mislaid, lost, and abandoned property?
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Reduced operational costs
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What is an advantage of a CFL?
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Illumination Levels
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What does a foot-candle measure?
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Incandescent lamp
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What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light?
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Air Handlers
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What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and to its vents?
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2-4% of Gross Revenues
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What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve?
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5-10 years
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After approximately how many years of operation should a hotel be refurbished?
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Routine
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What type of maintenance activity in a hotel would include lawn care, landscaping care and snow removal?
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POM
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What is the lodging industry term used to identify the wages and benefits, replacement parts, and contract services used to operate a maintenance and engineering department?
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The person who is in charge of the hotel's maintenance department
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What best describes a hotel's chief engineer?
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Water Pumps
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For which item below would a "replace as needed" program be best?
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Waste Disposal Costs
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Which of the hotel's costs would be lowered the most if the hotel implemented a successful source reduction program?
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POM costs increase
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What happens to a hotel's POM costs as a hotel ages?
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It is prepared and cooked at the guest's table
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What is true about food served in the traditional French style?
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Scratch Items
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Which types of food items have labor "built in" to their prices?
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The host pays the hotel for beverages consumed by guests
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What is true about a hosted bar?
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Making all needed menu items over a period of time and in small quantities
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In a hotel food operation, what is meant by the term "batch cooking"?
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BEO
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What is the industry term for a form used by sales and food production personnel to detail the food and service requirements of a banquet?
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Personality type
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Which of the following is not a demographic factor of a guest?
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Contribution Margin
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What is the food service term for the amount of money remaining from a food sale after subtracting the item's cost from its selling price?
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Pilferage
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What is the term describing the stealing of small quantities of something over a period of time?
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It is placed on service ware in the kitchen, brought to the guests' table by servers, and then portioned onto the guests' plate
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What is true about food served in the traditional Russian style?
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$13.53
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In a hotel dining room with total revenue of $1,150 and 85 guests served, what would be the hotel's check average?
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French
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From what language does the kitchen term "mise en place" originate?
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Value
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What term is used to describe the relationship between the amount paid for an item and the item's perceived quality?
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When guests bring in their own bottles of alcohol for consumption at a hotel function
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When would a hotel guest be charged a corkage fee?
