Question 1

The marketing and sales department asks the front office which of the following communication opportunities?&#10;A) efforts to produced a good first impression&#10;B) relay of messages&#10;C) data on guest histories&#10;D) reservations for sleeping rooms&#10;E) all of the above

Accepted Answer

efforts to produced a good first impression&#10;

Question 2

Room status is supplied by the housekeeping department. The front office staff has no input into this.

Accepted Answer

Room status is a collaborative effort between the housekeeping department, which updates the cleanliness and readiness of the rooms, and the front office staff, who update the occupancy status and manage guest assignments.

Question 3

The food and beverage department have no need to communicate with the front office. Usually restaurant personnel in a hotel are very self-sufficient.

Accepted Answer

The food and beverage department needs to communicate with the front office to coordinate on guest reservations, special requests, billing, and to provide overall seamless service to guests.

Question 4

The controller asks the front office to do which of the following?&#10;A) provide a daily summary of financial transactions&#10;B) relay payments and charges through the posting machine or PMS&#10;C) both A and B&#10;D) supply them with room status&#10;E) keep room reservations to a minimum

Accepted Answer

The controller asks the front office to provide a daily summary of financial transactions and to relay payments and charges through the posting machine or Property Management System (PMS), which corresponds to both options A and B.

Question 5

If the director of human resource management was going to include the front office staff as extensions of his or her department, which of the following would it include?&#10;A) he or she would have to offer an incentive program&#10;B) there would have to be a policy set by the general manager&#10;C) it would be necessary to provide a training program in how to conduct initial screening sessions&#10;D) none of the above

Accepted Answer

Including front office staff as extensions of the human resource department would necessitate providing them with a training program on how to conduct initial screening sessions, as they would be involved in the early stages of the recruitment process.

Question 6

Total Quality Management focuses upon which of the following?&#10;A) processes&#10;B) people&#10;C) services&#10;D) duties&#10;E) payroll

Accepted Answer

Total Quality Management (TQM) primarily focuses on improving processes to enhance quality and efficiency across an organization.

Question 7

The food & beverage manager and front office manager are discussing the upcoming events for the weekend. This is an example of intradepartmental communications.

Accepted Answer

This is an example of interdepartmental communications, as it involves communication between two different departments within an organization.

Question 8

The front desk clerk and the bellhop are discussing the expected checkouts for tomorrow. This is an example of interdepartmental communications.

Accepted Answer

Interdepartmental communication involves interaction between different departments, whereas the front desk clerk and the bellhop typically belong to the same department (hospitality or guest services).

Question 9

Computerized cash registers that interface with a property management system, and information on guest charges is automatically posted to a guest's folio are referred to as which as the following?&#10;A) software -terminals&#10;B) point-of-sale terminals&#10;C) ready-terminals&#10;D) cash terminals

Accepted Answer

Point-of-sale terminals are designed to interface with a property management system, allowing for automatic posting of guest charges to their folio. This integration streamlines billing and accounting processes in hospitality settings.

Question 10

The original intent of Total Quality Management was for American manufactures&#10;A) to decrease defects in merchandise produced&#10;B) to improve worker productivity&#10;C) to improve the quality of their products by reducing defects through worker participation in the planning process&#10;D) to improve net profit

Accepted Answer

Total Quality Management (TQM) was primarily focused on improving the quality of products by reducing defects. A key aspect of TQM is involving workers in the planning process to ensure that quality is built into the product from the beginning, rather than inspecting for quality after production. This approach is aimed at preventing defects and ensuring high quality, rather than just identifying and fixing defects after they occur.

Deck 3: Effective Interdepartmental Communications