Question 1

Once a bell person is hired, proper training is important. Which of the following was not listed as a key area to include in the bellstaff training rotation?

Accepted Answer

Linen was not listed as a key area for bellstaff training rotation, as the focus is typically on areas directly related to guest services and safety.

Question 2

Which of the following is not considered one of the key areas of the front office operation?

Accepted Answer

Housekeeping is typically considered a separate department from the front office operations in a hotel.

Question 3

The bellstand and its associates are important to a hotel because they are usually the first and last encounter the guest has with the hotel and its staff?

Accepted Answer

The bellstand and its associates are often responsible for greeting guests upon arrival and assisting them with their luggage, making them the first and last point of contact during a guest's stay.

Question 4

According to the article, which of the following characteristics should a manager look for when hiring a potential bellstaff?

Accepted Answer

A positive attitude and being articulate are important characteristics for bellstaff, as they interact with guests and need to communicate effectively while maintaining a friendly demeanor.

Question 5

In the original Withiam article on concierges 1983), there were about forty members in Les Clefs d' Or USA. In 2003, there were ______ concierge members in LCD USA.

Accepted Answer

The answer of In the original Withiam article on concierges...

Question 6

Training the associates in the guest relations department is critical and probably more intense than any other department?

Accepted Answer

Guest relations require strong interpersonal skills and the ability to handle diverse situations, making training more intensive to ensure high-quality service.

Question 7

Potential candidates for the front desk need to be able to multitask in a fast paced environment and able to handle stressful conflict situations?

Accepted Answer

Front desk roles often require multitasking and handling stressful situations due to the high volume of interactions and potential conflicts with clients or customers.

Question 8

Traditionally, the bellstaff was considered "concierge"?

Accepted Answer

The bellstaff is traditionally considered a concierge because they are responsible for assisting guests with their needs and providing information about the hotel and its surroundings.

Question 9

The primary duties for a front desk associates is the reservation system process?

Accepted Answer

The primary duties of a front desk associate include greeting guests, checking them in and out, answering inquiries, and providing customer service, while handling reservations is just one part of their responsibilities.

Question 10

A front desk is divided into several equally equipped workstations. According to the article, the number of workstations depends on the size of the hotel. However, a good rule of thumb is 1 workstation per _______ guest rooms.

Accepted Answer

The rule of thumb mentioned in the article is 1 workstation per 100 guest rooms.

Question 11

A _________ is a simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed.

Accepted Answer

The answer of A _________ is a simple spreadsheet where...

Question 12

Which of the following is not a basic duty of a bell person?

Accepted Answer

All the listed duties are basic responsibilities of a bell person, including handling luggage, greeting guests, storing luggage, and answering guest questions.

Question 13

Unclean rooms are the most common reason for guest complaints?

Accepted Answer

The answer of Unclean rooms are the most common reason...

Question 14

Which of the following was not considered as an important aspect to consider when allocating rooms to reservations?

Accepted Answer

Age of guests is generally not a primary factor in room allocation compared to rate, length of stay, VIP levels, and reservation guarantees.

Quiz 4: Operations: Rooms