lodging final – Flashcards
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if a franchised hotel is owned by one entity, but managed by a large hotel management company, who would most likely supervise the hotels general manager
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a regional manager employed by the management company
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which of the following is most important to the effectiveness of a departmental work team
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being guest service oriented
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what is the purpose of a folio
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to record guests purchases and payments during their stay
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which of the following would a hotel not likely link to its web site
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competing hotels in the area
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when is an information system considered to be an interfaced system
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when it shares its data electronically with another system
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in the united states what is the name of the federal agency that can help potential hotel owners finance the purchase of a lodging property
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SBA
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what does it mean if a front desk agent posts a guest charge
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the agent has updated information on a guest folio
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which management function do managers perform prior to the organizing function
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planning
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what is the purpose of helping employees plan a career ladder
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to encourage employees to consider a long term career in the hospitality industry
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which management function would include the identification of an organization land-range goals
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planning
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which of the following leadership styles is most effective when used with experiences employees by supervisors who have an interest in fostering a culture of cooperation
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democratic
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which management function includes the process of comparing actual results to planned results
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controlling
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which management function refers to the process of supervising staff members in the workplace
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directing
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in the lodging industry what do the letters CRS stand for
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central reservation system
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which of the following leadership styles is least likely to result in employees becoming dedicated team players
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autocratic
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when should a hotel provide an employee a copy of the hotels employee handbook
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during employee orientation
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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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PBX system
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which term refers to an individual who displays positive personal and professional characteristics that others find desirable
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role model
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whose job is it to back up the electronic data maintained by a hotels front office
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the night auditor
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what is true about bona fide occupational qualifications
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they may be used to prevent minors from serving alcohol
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what does it mean if a front desk agent has authorized a credit or debit card
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the agent had confirmed the identity of the card holder
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which of the following would most likely be part of a hotels G.M's community activity efforts?
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hosting and attending citywide charity events
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what is the formula for RevPar
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occupancy % x ADR = Revpar
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which of the following leadership styles is likely the best on to use in an emergency situation such as a fire or bomb threat
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autocratic
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what would be the most likely action of a general manger interested in employing a participative management style?
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asking for employee input in decision making
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what do the leaders of effective work teams know
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their teams must have the full support of upper management
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what is another industry term commonly used to identify entry-level workers
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hourly workers
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which of the following is not considered to be immediate family for purposes of the family and medical leave act (FMLA)
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brother/sister
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informal work groups most often develop because
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workers want to satisfy personal needs common to one another
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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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no-show
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what is the name of the rate at which a room is sold when no discounts are offered to the rooms buyers
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rack rate
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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 hotels front office
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PMS
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who is responsible for assigning Quality Assurance scores to a franchised hotel
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the hotels brand managers
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which aspect of management relates to an individuals creative power and personal skills?
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the art of management
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what is the industry term used to describe a carefully planned series of correctiveness actions, each increasing in severity and designed to encourage employees to follow established work rules
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progressive discipline
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which of the following would be classified as a FF expense in a hotel
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new lights in the bath area of the hotels guest rooms
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what is the industry term for activities designed to attract qualified applicants for a hotels vacant management and non-management positions?
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recruitment
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in a hotel when does one day end and the next day begin
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when the night auditor begins the night audit
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what is true about the overbooking of hotel rooms
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it can result in walked guests
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which manager is considered to be the on-site leader of a lodging property
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general manager
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what is an organization chart
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a visual portrayal of the jobs and positions of authority within an organization
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which of the following is an example of a management principle
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the good of the organization takes precedence over that of any individual organization member
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at-will employment means that an employer can decide to dismiss an employee because the employe:
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had a bad attitude in the opinion of the employer
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which is a workplace safety issue that should be addressed by the hotel supervisor
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smoking
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which term refers to an individual who serves others as a personal teacher
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mentor
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which of the following is a reason that brand managers of a hotel might also become investors in it
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to serve as a management company while the hotel is being sold
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what would be the impact of an FOM instituting an effective upsell program in a hotel
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increased levels of room revenue
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in which type of properties would employees most likely be multi skilled and perform a variety of different tasks
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smaller limited-service hotels
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which activity is not the responsibility of an effective listener
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controlling what the speaker is saying
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in hotels without a human resources department, who is most likely to assume HR responsibilities
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the general manager and department head
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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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20
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which of the following is most important for a productive and positive work environment
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the work face is accepting of culturally diverse members
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achieving consistently low scores on quality assurance inspections would most likely result in a hotel:
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being dropped as a brand franchisee
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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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contract rate
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what is an audit
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an independent verification of a hotels financial records
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what is true about the ability of hospitality managers to speak fluently the native language of the countries in which they are working
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it is an asset but may not be required
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what is the purpose of a career fair
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to connect job applicants with potential employers
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what is another name for the income and expense statement
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profit and loss statement
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what is a managers daily
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a recap of the previous days revenue
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what is a controllers definition of the term cash?
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coins, bills, personal checks, credit card charges, and debit card charges
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according to hotel industry recruiters, which personal characteristics is possessed by the most new hospitality managers who are successful in their positions
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they strive to get better every day
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which is the greatest threat to the security of a hotels cash assets
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employee theft and fraud
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which type of skill is most important for top-level hospitality managers
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conceptual
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what term is used to describe the price that hotels pay for insurance
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premiums
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who should serve on a hotels safety and security committee
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managers and hourly employees
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what is true about annual budgets for seasonal hotels
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they match revenues and expenditures to busier and slower time periods
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what is the legal term that describes the amount of care a prudent person would exercise in a specific situation
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reasonable care
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what is the term used to describe an individuals perception about what is right or wrong when dealing with others
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ethics
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what is the highest temperature range at which a spa, whirlpool, or hot tub should be operated
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102-105 degrees
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which of the following pieces of financial information is found on an income statement
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revenue and expenses
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what type of report is used to record the details of an accident, injury, or disturbance as well as what the hotel did in response to it
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incident
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what is the definition of the term "house count"
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the number of individuals staying in the hotel
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which organization type is least likely to offer extensive employment benefits such as paid health and dental insurance
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independent hotel owners with one property
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what is the most important hotel asset to protect during a robbery
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staff
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what is an exchange rate
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the rate at which money from one country is traded for money from another country
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where is accounting data transmitted when a hotel uses a centralized accounting system
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a central location outside the hotel
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what is a protocol
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an accepted business or social practice
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what is the industry term for what workers must know or be able to do, to succeed in their positions
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experience
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which of the following is true about working for a very large hotel company compared to working for a very small one
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there will be less access to senior executives in the larger company
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against what type of financial loss is "bonding" designed to protect a hotel
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embezzlement
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in which department would a sign-in sign-out program be most effective in reducing the threat of theft
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maintenance
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what is the impact of high rates of inflation in a country
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increased prices for goods and services
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what is the lodging industry term for assigning expenses to specific detailed expense account categories
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coding
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what is the purpose of a CVB
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promote travel to a specific geographic region
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for what reason would a court of law award punitive damages in a law suit
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punishment
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what type of sign is used to indicate the location of the fire extinguishers, first aid kits, and telephone in a hotel
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emergency
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what is the lodging industry term for all of the invoices owed by a hotel to its vendors for credit purchases made by the hotel
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AR
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what is true about a CCTV display
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it displays real-time events
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what industry term is used to describe the protection of an individual's physical health and well-being
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safety
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what type of sign is used to indicate entrances, exits, fire evacuation plans, and other safety information
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directional
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what is the industry term for a hotels ability to pay its bills as they come due
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solvency
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what term is used to describe the process of moving employees to different positions so that they can broaden their skills
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job rotation
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which branch of government administers OSHA
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federal
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a desk clerk starts a shift with a $750 shift bank. at the end of the shift, cash sales equal $350, and the actual cash in the drawer is $1,105. in this example what is true about the cash drawer
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it is $5.00 short
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what is the term for a citizen of one country who is employed in another country
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expatriate
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what industry term is used to describe the protection of an individuals or business property
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security
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budgets accomplish all of the following except
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ensuring hotel profitability
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how many main segments are required to make up a hotels balance sheet
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3
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which area would be best protected by using a contact alarm
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the front desk
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what is true about most job positions in the nonprofit segment of the hospitality industry
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they pay less than do jobs in the for-profit segment
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what doe the letters CPA stand for
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certified public accountant
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what is the first step to take in securing a job you will enjoy
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carefully determining what you like to do
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what term describes the adding of new responsibilities to a workers job for the purpose of broadening that workers skills
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job enlargement
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on which of the following account types would a controller perform an accounts aging procedure
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accounts receivable
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what is the industry term for a budget that encompasses a period 2-5 years or more into the future
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long-range budget
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which plan described a hotels intended response to a safety or security threat
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emergency plan
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what is true about most hotel swimming pool
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they are not staffed with life guards
