Question 28 (6 points) The hotel industry adopted yield management and central reservation offices from:

Question 28 options: A) Catalog sales companies, such as Sears B) Cruise ships C) Railroads D) Airlines E) Auto rental companies, especially Avis

Question 29 (3 points) Hotel "A" has a ratio of available rooms to total rooms of 80%. Hotel B's ratio is 95%. In all likelihood, hotel A is a newer hotel than hotel B.

Question 29 options: A) True B) False

Question 30 (6 points) To maintain quality management, managers rely on feedback from:

Question 30 options: A) Logs of guest complaints B) Secret-shopper reports C) Guest questionnaires D) Lists of allowances E) All of the above

Question 31 (6 points) Charges for room and tax are posted by the night auditor except charges for:

Question 31 options: A) Late check out B) Use rate use C) Failure to stay through the reservation commitment D) Day rate use E) All of the above

Question 32 (3 points) Reservations are desirable because they provide the hotel with the exact day and time the guest will arrive and depart.

Question 32 options: A) True B) False

Question 33 (3 points) The Hospitality Information Technology Integration System (HITIS) is the hotel industry's united push toward installing telephony.

Question 33 options: A) True B) False

Question 34 (6 points) Microtel, a budget chain, had a slogan, "Don't sleep with amenity creep," meaning:

Question 34 options: A) Guests shouldn't pay for unnecessary amenities B) Hotels should add coffee makers to save guests time C) Leisure guests and business guests usually want the same amenities D) Data ports is one amenity that everyone wants E) Means both B and C

Question 35 (3 points) The U.S. Census, which includes data about hotels, is counted whenever Congress passes the necessary legislation; that is, when Congress decides there is a need to do so.

Question 35 options: A) True B) False

Question 36 (3 points) Hotels primarily sell services of rooms, food and beverage; that's why other departmental sales such as laundry or in-room films are referred to as the minor departments.

Question 36 options: A) True B) False