First-line managerrefers to those who plan, organize, lead, and control other managers' activities in addition to being responsible for the performance of their departments.

Group of answer choices

True

False

Overselling (overbooking): accepting more reservations than the hotel can fill.

Group of answer choices

True

False

An individual guest or representative who comes into the hotel and asks for a reservation in person in known as a...

Group of answer choices

Walk In

Transient

Overbooked guest

Walk out

The guest account with the hotel in which all transactions incurred by the guest in the hotel are recorded is referred to as a...

Group of answer choices

Folio

room check

room receipt

receipt of payment

A hotel's full room rate with no discount is known as...

Group of answer choices

the rack rate

best all-time rate

best rate

super rate

Front-of-the-house: staff who works in front-of-the-house is staff who have extensive guest contacts.

Group of answer choices

True

False

Arrivals report: this report includes the number of guests arriving by date and type of room(s) each has requested.

Group of answer choices

True

False

when a hotel over-sells its rooms and does not have enough rooms to accommodate guests who have reservations, the hotel will need to find accommodation for the guests, pay for that room, and normally the taxi ride to the other hotel. This process is known as _____________ a guest.

Group of answer choices

walking

gas lighting

paying

guiding

Guest room attendants: three categoriesday, bath, and night room.

Group of answer choices

True

False

A housekeeping department has 100 employees and hired 12 new and 5 rehired housekeepers in one year.What would the annual turnover percentage be?

Group of answer choices

17%

24%

20%

15%

A book where all program information such as date(s) (tentative or definite); type of function; starting and ending times; estimated number of persons; group name; contact name and phone number; date booked; and the initials of the person booking the function should be included. This book is known as the ...

Group of answer choices

Function book

Itinerary book

Audit book

Blue book

Prospect: a potential guest who has a need.

Group of answer choices

True

False

Marketing functions in large hotels include working with advertising agencies, developing brochures and other collateral materials, conducting databases mailings, creating packages, conducting promotions and public relations, and managing rates and revenues.

Group of answer choices

True

False

_______ _______ uses press releases, photography, speeches, and goodwill gestures to both improve and maintain a positive image for a hotel or resort to help attract business. It is usually the hotel's least expensive and most efficient marketing tool.

Group of answer choices

Public relations

Commercial relations

Public advertising

Collateral marketing

Americans with Disabilities Act: encourages discrimination against a person with a physical or mental impairment if that person is able to accomplish the essential elements of a job with or without reasonable accommodation.

Group of answer choices

True

False

The federal law that control pay and pay practices in the workplace.It sets a minimum wage and spells out overtime pay for all workers who are not exempt.

Group of answer choices

Fair Labor Standards Act (FLSA)

Standard and Poor's Act (SPA)

Lilly Ledbetter Act (LLA)

Fair Standards of Work Act (FSWA)

_____ _______ represent all of the workers in that collective bargaining unit and engage in a process of negotiating a contract to spell out all issues affecting the relationship between the employer and the employee.

Group of answer choices

Labor unions

Management unions

Labor organizations

Worker unions

Economic recession of the early 1990's and the limitations on travel caused by the Persian Gulf War caused demand for hotel rooms to falter.

Group of answer choices

True

False

1970's: completion of the U.S. interstate highway system along with aggressive sales activity by the major brands opened new markets in many previously inaccessible cities towns.

Group of answer choices

True

False

Limited service: traditionally has been referred to as motels or motor hotels; guests are price sensitive business or leisure traveler; examples--La Quinta, Hampton, Holiday Inn Express, Super 8, and Motel 6.

Group of answer choices

True

False

Resort is a special type of full service hotel, often the final destination of the pleasure traveler, with a superior location and/or facilities.

Group of answer choices

True

False

Time-share is also known as vacation ownership or holiday ownership. Timeshare lodging offers the purchaser the right to use lodging equipped with a variety of service and facilities for a set interval each year.

Group of answer choices

True

False

The Marketing and sales department's primary responsibility is to sell rooms, food and beverage to potential clients through advertising, attendance association and conference meetings and through direct contacts.

Group of answer choices

True

False

A narrow span of control results in atall organization,in which a small number of employees report to a supervisor, necessitating a larger number of supervisors.

Group of answer choices

True

False

Performance evaluation: also called performance appraisal, is the systematic review of individual strengths and weaknesses of an employee's performance.

Group of answer choices

True

False

Security breaches at a lodging property can result in embezzlement, theft, arson, robbery, and even terrorism.

Group of answer choices

True

False

For large hotels the actual serving of food in a hotel's restaurants is usually the responsibility of a separate department headed by the assistant food and beverage director.

Group of answer choices

True

False

A hotel's assistant manager is responsible for defining and interpreting the policies established by top management by serving as a liaison to the hotel's owner or corporate parent, sets (or communicates) the overall strategic course of the hotel, sets hotel-wide goals, coordinates activities between departments, and arbitrates interdepartmental disputes

Group of answer choices

True

False

faster please