Question 1

The ultimate goal(s) of a sales-oriented front office is (are) which of the following?&#10;A) to increase room sales&#10;B) to increase food and beverage sales&#10;C) to increase sales in the gift shop&#10;D) all of the above&#10;E) to increase sales activity in groups

Accepted Answer

The ultimate goal of a sales-oriented front office is to increase sales across all revenue-generating areas of the hotel, including room sales, food and beverage sales, sales in the gift shop, and sales activity in groups.

Question 2

Incentive programs are costly and therefore should not be used as a method to operate a &#34;point-of-sale front office.

Accepted Answer

Incentive programs, while potentially costly, can significantly increase sales and customer loyalty, making them a valuable tool for enhancing the performance of a point-of-sale front office.

Question 3

Training programs will not assist the front office manager in operating a &#34;point-of-sale&#34; front office. They slow down the process of checkin.

Accepted Answer

Training programs are essential for front office managers to efficiently operate "point-of-sale" systems, as they enhance understanding and speed up the check-in process by ensuring staff are proficient in using the system.

Question 4

Budgets for a &#34;point-of-sale&#34; front office include which of the following?&#10;A) anticipated increase in sales&#10;B) anticipated increase in costs&#10;C) both A and B&#10;D) none of the above

Accepted Answer

Budgets for a "point-of-sale" front office typically include both anticipated increases in sales and costs, as these are crucial for planning and managing financial performance.

Question 5

Feedback mechanism(s) include which of the following?&#10;A) guest test&#10;B) well-planned questions on customer comment cards&#10;C) both A and B&#10;D) employee test&#10;E) monitors at front desk

Accepted Answer

Feedback mechanisms can include both guest tests and well-planned questions on customer comment cards as they are methods to gather feedback from customers.

Question 6

Feedback mechanisms provide which of the following?&#10;A) give the guest information&#10;B) give the front office manager information&#10;C) track employee participation and training success&#10;D) track the appropriateness of incentive programs&#10;E) answers B, C, and D

Accepted Answer

Feedback mechanisms are essential in various organizational processes, including hospitality management. They provide the front office manager with information about operations and guest satisfaction (B), help in tracking employee participation and the success of their training programs (C), and are useful in evaluating the effectiveness of incentive programs (D). Thus, they cover a broad spectrum of internal and external information gathering and assessment, making option E the correct choice.

Question 7

Matching&#10;&#10;-Theor X&#10;A) physical working conditions&#10;B) employee has an inherent dislike of work&#10;C) employee seeks responsibility&#10;D) treat a person &#34;special&#34;&#10;E) basic need is safety

Accepted Answer

Employee has an inherent dislike of work is a characteristic of Theory X.

Question 8

Matching&#10;&#10;-Theor Y&#10;A) physical working conditions&#10;B) employee has an inherent dislike of work&#10;C) employee seeks responsibility&#10;D) treat a person &#34;special&#34;&#10;E) basic need is safety

Accepted Answer

Matching Theory suggests that employees are motivated when they are given responsibilities that match their skills and interests, hence "employee seeks responsibility" aligns with this theory.

Question 9

Matching&#10;&#10;-Hygiene factor&#10;A) physical working conditions&#10;B) employee has an inherent dislike of work&#10;C) employee seeks responsibility&#10;D) treat a person &#34;special&#34;&#10;E) basic need is safety

Accepted Answer

Physical working conditions are considered a hygiene factor in Herzberg's Two-Factor Theory, which can affect job dissatisfaction if not adequate.

Question 10

Matching&#10;&#10;-Mayo&#10;A) physical working conditions&#10;B) employee has an inherent dislike of work&#10;C) employee seeks responsibility&#10;D) treat a person &#34;special&#34;&#10;E) basic need is safety

Accepted Answer

The concept of treating a person "special" aligns with Mayo's Human Relations Theory, which emphasizes the importance of social factors and employee well-being in the workplace.

Deck 13: Promoting In-House Sales