Deck 5: Operations: Housekeeping, Engineering and Security

Question 1

Today's modern executive housekeeper must be a trained manager skilled in which of the following, according to the article?

A) Yield management
B) Preparing accurate budgets and forecasts
C) Employee and human relations
D) Staffing
E) All of the above

Answer 1

C

Question 2

According to Jones, hospitality is defined as the cordial and generous reception and entertainment of guests or strangers, either socially or commercially.

Answer 2

True

Question 3

According to the article, housekeeping departments play a vital role in today's industry.

Answer 3

True

Question 4

The linens room supervisor is not a position found in the housekeeping department. The linens room supervisor reports to the front desk manager.

Question 5

According to the article, housekeeping departments play a vital role in today's lodging industry. Individuals involved in housekeeping operations perform which of the following?

A) Service guestrooms
B) Maintain and service public and special areas
C) Operate laundry facilities
D) Operate health facilities
E) All of the above

Question 6

The housekeeping department usually has the largest number of regular staff, as well as the greatest dollar amount to pay them in a hotel?

Question 7

According to the article, what position is responsible for the quality of work performed in the sections to which their room attendants are assigned?

A) The floor supervisor
B) The housekeeping manager
C) The laundry manager
D) Guest room attendant
E) Seamstress

Question 8

Which of the following was not listed as one of the various jobs that an individual might find in a hotel housekeeping department?

A) The executive housekeeper
B) The housekeeping manager
C) The laundry manager
D) Telephone operator
E) Seamstress

Question 9

According to Lagazo, the front desk staff should have the highest guest contact skills, followed by the housekeeping staff?

Question 10

Depending on the organization, an executive housekeeper may report directly to which of the following positions?

A) General manager
B) The resident manager
C) Chief of maintenance
D) All of the above
E) Only a and c

Question 11

The national standard for rooms cleaned by one room attendant in one eight hour period varies from _______ rooms depending on the market mix of the hotel occupancy.

A) 13 to 20
B) 21 to 25
C) 26 to 30
D) 31 to 35
E) Over 35

Question 12

The manager in charge of all housekeeping functions is most commonly known as the chief housekeeper.

Question 13

The staff in housekeeping is usually the most ethnically diverse in a hotel?

Question 14

Which of the following titles are not synonymous with resident manager?

A) Rooms manager
B) Executive rooms keeper
C) Director of rooms operations
D) Rooms director
E) Hotel manager

Question 15

The laundry supervisor is responsible for maintaining and operating the communication link to the front desk, engineering, and to each guest in need of housekeeping attention.

Question 16

The housekeeping aide is responsible for regular and daily cleaning of corridors.

Question 17

Americans have often been described as lethargic, stagnant people, who are rarely on the move.

Question 18

If you were looking to work in the rooms department, you might except a position as the recreation supervisor.

Question 19

According to the article, what position is responsible for guest room cleaning and servicing.

A) The executive housekeeper
B) The housekeeping manager
C) The laundry manager
D) Guest room attendant
E) Seamstress

Question 20

Which of the following titles is commonly known as the executive housekeeper, depending on the size of the hotel?

A) Housekeeper
B) Director of housekeeping
C) Director of services
D) All of the above
E) Only a and b

Question 21

The chief engineer is responsible for management of the building's systems, its maintenance, repair, and upkeep?

Question 22

The engineering staff has to be considered a major role player in the financial health of the organization?

Question 23

More importantly today than ever before in the past, the issues facing the Chief Engineer encompasses those which refer to the technical aspects of the job?

Question 24

Other titles given to chief engineer in the past include:

A) Executive director of engineering
B) Director of building operations
C) Building superintendent
D) All of the above
E) Only b and c

Question 25

Mounts and Meinzer list a variety of characteristics of what he believes to be the most successful engineers in the future. Which of the following was not one of the listed characteristics?

A) Will be able to think strategically.
B) Will be able to recognize trends.
C) Will have skills in impression management
D) Will be able to help the hotel and its owners meet and deal with evolutionary issues.
E) All of the above are characteristics of a successful future engineer.

Question 26

Controlling costs more effectively was the lowest rated criteria of the engineers in referring to how financial information can affect the performance of the engineering department.

Question 27

The majority of the directors of engineers were aware that financial information is an essential and integral part of the operations of the department.

Question 28

It wasn't until the stock market crash in the 1980's did most hotels start to recognize energy as one building expense in which significant savings can be made?

Question 29

Which of the following was not one of the many great memories from housekeeping that Lagazo had over the years??

A) Having to take an axe to a walk-in refrigerator to rescue an employee.
B) Using a bullhorn to conduct a "morning meeting" with 70 room attendants.
C) Being able to successfully prove a Mobil inspector wrong.
D) Having a local TV station doing a "60 minutes" style report on hotel cleanliness.
E) Being an executive housekeeper at the host hotel for the Mobil 5-star winners' award ceremony.

Question 30

In what year did the OPEC Oil Embargo occur?

A) 1965
B) 1973
C) 1981
D) 1990
E) 1997

Question 31

Which of the following was used to describe what Lagazo learned as an executive housekeeper?

A) Learned about management styles
B) Learned about taking disciplinary action
C) Learned to identify informal leaders
D) All of the above
E) Only a and c

Question 32

According to Lagazo, to be a success, you need to not only manager yourself, but groups of people as well?

Question 33

According to Mounts and Meinzer, the engineering department is changing in many ways. Which of the following was not listed as an explanation for the change?

A) Competition
B) Sophistication
C) Return on investment
D) Energy
E) All of the above were listed as an explanation

Question 34

Which of the following was used to describe housekeeping in a major hotel?

A) It is managing what usually is the greatest number of regular staff and the dollar amount to pay them.
B) It is managing teamwork and the coordination between and among all other departments in a hotel.
C) It is managing supplies.
D) All of the above
E) Only a and c

Question 35

It is important that the engineer of a hotel has an active presence as a full member of the management staff?

Question 36

Historically the functions and duties of the Chief Engineer, his staff and the engineering department, have been relegated to the subconscious of hotel management?

Question 37

It is possible to reduce energy costs by instituting simple steps such as modifying staff member's behavior.

Question 38

Among the most important administrative functions for the Engineering department are:

A) Helping other department heads make purchasing decisions.
B) Keeping an inventory of spare parts and building equipment.
C) Arranging for the performance of preventive maintenance on all building systems.
D) All of the above
E) Only b and c

Question 39

Over ______ percent of the Chief Engineers that responded to a nationwide survey indicated that they had a university degree.

A) 25
B) 35
C) 45
D) 65
E) 75

Question 40

The criterion that received the highest rating was "improving communications with the department staff".

Question 41

Local laws are called statutes.

Question 42

Injuries sustained from faulty electrical wiring are the most common type of lawsuit hotels encounter.

Question 43

Most complaints filed against hotels are civil suits in which an individual has been wronged by another individual.

Question 44

According to the article, what is the primary purpose of common law?

A) To provide stability and predictability as judges rule on cases.
B) Protecting individuals from government excesses.
C) To ensure that individuals receive a fair amount of monetary judgments.
D) All of the above
E) Only a and c

Question 45

According to the National Restaurant Association's Industry Operations survey, repairs and maintenance expenses for restaurants increased ________ percent from 1992 to 1993.

A) 5.5
B) 5.8
C) 6.2
D) 6.9
E) 8.1

Question 46

E-coli is a food borne illness that is often presented in undercooked chicken.

Question 47

According to the article, energy costs alone can account for ______ of a property's total operation budget.

A) 1 to 3%
B) 4 to 6%
C) 7 to 9%
D) 10 to 12%
E) 13 to 15%

Question 48

Federal and state laws are called ordinances.

Question 49

According to the National Restaurant Association's Industry Operations survey, utility expenses for restaurants increased ________ percent from 1992 to 1993.

A) 5.5
B) 5.8
C) 6.2
D) 6.9
E) 8.1

Question 50

According to the author, most civil suits filed against hotels involve claims of negligence.

Question 51

In order for an individual to be prosecuted for a crime, crime requires intent on the part of the defendant.

Question 52

The laws affecting lodging facilities are less numerous and complex that those affecting other types of businesses.

Question 53

On average, the accounting department performed 25% of the engineering department's financial work.

Question 54

Dram shop laws are state statutes that permit an injured party to sue the establishment that unlawfully served alcohol to an individual.

Question 55

If an individual is suffering from salmonella, they typically are experiencing severe diarrhea, fever, and abdominal cramping.

Question 56

It is vital that managers be fully aware of how to develop strategies to minimize the property's exposure to potential litigation.

Question 57

In order to assess how financial information can affect the performance of the engineering department, the respondents of the study were asked to rate ten different criteria. Which of the following received the highest mean score?

A) Evaluate the performance of the department
B) Plan ahead more effectively
C) Control costs more effectively
D) Improving communications with the department staff
E) Determine the amount of bonuses awarded to the management team

Question 58

Due to the laws of today, there is no feasible way that a hotel company can prevent a lawsuit.

Question 59

Individuals who are primarily responsible for preparing budgets for the engineering department were from the engineering department itself and the accounting department.

Question 60

In order to assess how financial information can affect the performance of the engineering department, the respondents of the study were asked to rate ten different criteria. Which of the following received the lowest mean score?

A) Evaluate the performance of the department
B) Plan ahead more effectively
C) Control costs more effectively
D) Improving communications with the department staff
E) Determine the amount of bonuses awarded to the management team

Question 61

According to the authors, notice aware of events potentially occurring) is the key requirement for proving foreseeability.

Question 62

According to the article, which of the following is not mandated under the Federal Labor Standards Act?

A) Minimum wages
B) Employee benefits
C) Overtime pay
D) Equal pay for equal work
E) Only a and c

Question 63

It is a very important component of a property's risk-management plan to eliminate or at least reduce the risk of any criminal activities.

Question 64

Examples of certain workplace behaviors found to create a hostile work environment include:

A) Sending sexually suggestive letters and notes
B) Sending risqué e-mails
C) Prominently displaying nude pictures
D) All of the above
E) Only a and c

Question 65

Which of the following laws protect individuals from government excesses?

A) Common law
B) Constitutional law
C) Statutory law
D) Administrative law
E) Governmental law

Question 66

According to Title VII of the Civil Rights Act of 1964, it is illegal for a company to discriminate against applicants or employees based on the following?

A) Race
B) Sexual orientation
C) Color
D) All of the above
E) Only a and c

Question 67

Crime prevention through environmental design is a relatively difficult and costly way to augment security efforts.

Question 68

According to the article, landowners should not include restrooms in parking-facility designs.

Question 69

An approach to ensure that there is a desired level of lighting in a parking structure is the level of service LOS).

Question 70

The courts can determine if an individual is liable for the harmful act placed on another individual without determining whether a property's security precautions were sufficient to prevent the criminal activity.

Question 71

For the purposes of the article, the term landowner includes which of the following?

A) Owners
B) Managers
C) Tenants
D) Lessors
E) All of the above

Question 72

Most parking lots are heavily lighted, making them a safe place for patrons.

Question 73

According to the Food and Drug administration, which of the following must occur in order for a restaurant to be protected from lawsuits?

A) The food preparation area should be inspected regularly.
B) Food must be properly handled.
C) All employees should practice good hand-washing techniques.
D) The customers should be advised of any known risks so that they can decide for themselves whether to eat the food or drink the beverage.
E) All of the above

Question 74

According to the article, environmental design refers to the process of building or renovating facilities so that their physical characteristics serve aesthetic and practical functions.

Question 75

Which of the following laws are passed by agencies such as the Food and Drug Administration?

A) Common law
B) Constitutional law
C) Statutory law
D) Administrative law
E) Governmental law

Question 76

According to the article, in the case of a civil suit for breach of contract, the would-be-guest could recover compensatory damages. Which of the following were not listed as examples of such compensatory damages?

A) Travel to a different hotel
B) Additional spending money
C) The additional cost of lodging
D) Any other costs associated with the inconvenience
E) All of the above

Question 77

In order for a plaintiff to be successful in proving negligence against a hotel, he/she must prove which of the following elements?

A) The hotel had a duty to them.
B) The hotel breached that duty.
C) The breach was the reason for the incident occurring in the first place.
D) The individual must have been injured in some way so that he/she can collect damages.
E) All of the above

Question 78

Compensatory damages are meant to restore individuals back to their original conditions and can include which of the following?

A) Back pay and future wages
B) Medical costs
C) Pain and suffering
D) Breach of contract
E) All of the above

Question 79

According to the article, a landowner normally does not have a duty to protect individuals from the criminal acts of third parties unless the acts are foreseeable.

Question 80

Title VII of the Civil Rights Act of 1964 applies to employers with _____ or more employees?

A) 5
B) 10
C) 15
D) 20
E) It applies to all organizations, regardless of the number of employees