Which of the following qualifies as an operational emergency?

all of the above represent operational emergencies

The best way for a hotel to be prepared to deal with sensitive & dangerous situations is by

Developing a detailed emergency response plan

What is the main objective of the sales department?

To increase the hotel's bottom line

Unless otherwise instructed, employees should greet guests by using

His or her salutation and last name

the three most common types of sales upgrades used in the hospitality and tourism industry?

upselling, cross-selling, and suggestive selling

The two main Internet prospecting tools are:

online lead generation and customer relationship management

Which of the following represents a difference between marketing and advertising?

Marketing focuses on the business Adv on one product

When communicating through email to guest, it is important for employees to

use proper spelling, grammar, and punctuation

Knowing the lead time quantity is an important part of managing housekeeping supplies because

Allows orders to be made before they run out

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HTMP Practice part 3

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HTMP

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Questions 15

Answers

1
Which of the following qualifies as an operational emergency?
all of the above represent operational emergencies
a power outage
a guest trapped in a broken elevator
a guest having chest pains and trouble breathing
2
In what division of the hotel is uniformed service usually found?
Facilities management
Food and beverage
Rooms division
Hotel sales
3
When a hotel takes a guest credit card for reservation and holds until c/o on day of arrival
Non guaranteed
24- hour hold
Pre paid
Guaranteed
4
What is the most common cause of on-the-job injuries?
cuts, burns, and bruises
Slips, trips and falls
guests, co workers, managers
equipment, cars and tools
5
Who is responsible for safety in the workplace?
Maintenance workers
Officers
Mangers
all emloyees
6
What type of key is needed to open a guestroom in double-lock mode?
Housekeeping key
none of the above
Master key
Emergency key
7
The best way for a hotel to be prepared to deal with sensitive & dangerous situations is by
Hiring extra security during busy season
Installing expensive fire detection equip in all rooms
Asking law enforcement to periodically check the area
Developing a detailed emergency response plan
8
Which of the following qualifies as nonverbal communication?
Voice tone and pitch
Crossed arms
Facial expression
All of the above
9
What is the main objective of the sales department?
To increase the hotel's bottom line
To talk people in to traveling
To assist with marketing efforts
All of the above
10
Unless otherwise instructed, employees should greet guests by using
A polite hand wave
His or her salutation and last name
A polite nod of the head
His or her first name
11
the three most common types of sales upgrades used in the hospitality and tourism industry?
upselling, group selling, and new sales
upselling, cross-selling, and suggestive selling
new sales, product sales, and sales of services
catering sales, new sales, and existing sales
12
The two main Internet prospecting tools are:
referrals and strategic alliances
online lead generation and customer relationship management
cold calling and networking.
e-blasts and reservation management systems
13
Which of the following represents a difference between marketing and advertising?
Marketing is less expensive
There is no differencce
Marketing focuses on the business Adv on one product
Adv focuses on revenue / Makt focuses on customer service
14
When communicating through email to guest, it is important for employees to
use jargon or slang to make the email more personal
limit the email to a one-sentence response.
use all upper case letters
use proper spelling, grammar, and punctuation
15
Knowing the lead time quantity is an important part of managing housekeeping supplies because
it informs vendors how much of each supply should be shipped
Allows orders to be made before they run out
Lets housekeeping know how much of each to use daily
Allows hskpg to know how much to stock their cart with

HTMP Practice part 3 Flashcards | StudBud