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Hotel Management

A program that equips students with the knowledge to manage aspects of hotel operations such as guest services to deliver exceptional hospitality experiences.




customer service

front desk



revenue management

food and beverage



guest relations

hospitality industry



staff training

__________is the tourism intended to support conservation efforts and observe wildlife.

  • Ecotourism

A positive method used to resolve conflicts include:

  • Focus on the problem
  • Focus on the problem
  • Compromise
  • Define the problem
  • Brainstorm solutions

The parts of a resume are:

  • 1. Head2. Body3. Feet
  • 1. Heading2. Objective3. Education4. Experience5. Skills6. References
  • 1. First name2. Last name3. Address4. Phone number5. References.
  • I am confused :(

It is when people start sharing their positive experience and could also be your best advertisement.

  • Word of mouth

What does IHG stands for?

  • InterContinental Hotels Group

RH, Room Humidity?

  • 30 - 40%
  • 40 - 50%
  • 50 - 60%
  • 60 - 75%
  • 75 - 80%

The main focus of OTAs are_______.

  • Hotels and flight

Which hotel department handle with reservations:

  • Front Office

Some good work habits are:

  • 1. Be punctual and professional.2. Follow directions.3. Be dependable.4. Do your best.
  • 1. Eat healthy food.2. Do exercises.3. Read a book.
  • 1. Be unpunctual.2. Do not follow directions.3. Do not ask questions.
  • I don't know :(

The occupancy report prepared by the front desk staff for April 1 lists room 403 as a stayover. At 2 P.M. on April 1, the housekeeping report lists room 403 as vacant and ready for sale. This situation is best described as:

  • A room status discrepancy.
  • A lock-out.
  • A late check-out.
  • A sleeper.

Ms. Czar's rank when she passed the board exam for Nutrition and Dietetics?

  • #2

Accommodation is taken to be the provision of shelter, that is, four walls and a roof.

  • True
  • False

Restaurant Manager is responsible for ...............

  • laying and clearing the tables
  • serving food in the rooms
  • overall functioning of the restaurant

Freezer Temperature?

  • -10oC
  • -1oC
  • -18oC
  • -15oC
  • -12oC

How many years did Ms. Czar worked at New World?

  • 10
  • 12
  • 11.5
  • 15

What is PPE stands for?

  • Protection People Equipment
  • Protective Person Equipment
  • Protection Person Equipment
  • Protection Person Enviroment
  • Personal Protective Equipment

Pet-friendly hotels

  • Are becoming increasingly popular
  • Are very rare
  • Are only offered at discount properties
  • Have large liability issues

Larger hotels may employ a Maintenance Engineer who is responsible for all maintenance, waste disposal, safety, and upgrading.

  • True
  • False

Furnishings are a vital part of the interior of the building and cannot be considered in isolation.

  • True
  • False

Where did Ms. Czar worked before joining New World?

  • Edsa Shang

Cold holding temperature?

  • below than 5oC
  • 6oC
  • 7oC
  • 8oC
  • 9oC

It is an arrangement under which operational control of an enterprise is vested by contract.

  • Management Contract

Sanitation is process of ​ (a) microbiological contamination of a ​ (b) to an ​ (c) level

  • areducing
  • areducing
  • bsurface
  • cacceptable

The first and second stage of Tourism Area Life Cycle are:

  • Consolidation and Stagnation
  • Involvement and Stagnation
  • Development and Consolidation
  • Exploration and Involvement

What is Ms. Czar's dream position before she retires?

  • Hotel Manager
  • DOSM
  • DOEM
  • Director of F&B

What is food-born illness?

  • When a person get sick from eating raw food
  • When a person get sick from eating cooked food
  • When a person get sick from eating contaminated food
  • When a person get sick from not eating contaminated food
  • When a person get sick from not eating any food for a month

How many minutes will the bacteria on food be multiple (grow)? (a)

  • a20 Minutes
  • 10 Minutes
  • 15 Minutes
  • 5 Minutes

The work of kitchen steward is to see that the kitchen is clean

  • True
  • False

Who is the founder of RCI?

  • Keith Barr
  • Thomas Cook
  • Jon DeHaan
  • None of the Above

A ___________ is a sequential flow of business processes or intermediaries through which a good or service flows until it reaches the end consumer.

  • Distribution Channel

What statistics analyses the relationship between the number of rooms sold and the number of rooms available for sale?

  • ADR
  • OR
  • RevPar
  • Yield Percentage

Billing arrangement: GTD by Pfizer co.: accommodation, meals and communication only, others PA. Where should FAX be reflected?

  • guest folio
  • permanent folio

The sales, marketing and operations is also called ______.


It refers to the integration of economic, ecological, social, considerations into the business strategy and operations of a company.

  • Social
  • Economic
  • Corporate Sustainability
  • All of the above

It is necessary to identify and classify all types of information within an operation for many reasons.

  • True
  • False

What is the department of the hotel that is considered as the nerve center or the hub of the hotel

  • front office department

Billing arrangement: GTD by Pfizer co.: accommodation, meals and communication only, others PA. Where should PRESSING be reflected?

  • permanent folio
  • guest folio

Which day of the week is Ms. Czar's most awaited day for some lovin', huggin' and ..... ?

  • Monday
  • Friday
  • Thursday
  • Saturday

When a guest checks in with no reserved room, offer first the standard room so they can afford it.

  • true
  • false

Customers data base examine customers ______ and start to get people thinking about planning their trip with the company.

  • Database

Reheating Temperature?

  • 63oC
  • 73oC
  • 75oC
  • 100oC
  • 98oC

Housekeeping's physical check of rooms at 2 P.M. reveals that room 201 is occupied. However, the front office lists the room as vacant and ready for sale. This situation is best described as:

  • A late check-out.
  • A due out.
  • A room status discrepancy.
  • A sleeper.

Pricing is an extremely simple subject.

  • True
  • False

Store shelving should be: ​ (a) cm from the floor, 15 cm from the ​ (b) , ​ (c) cm from the evaporator, ​ (d) cm from the ​wall, ​ (e) cm between stacked clean boxes

  • a15
  • a15
  • bceiling
  • c30
  • d5
  • e2,5

The _____________ represents the set of actions or strategies that a company uses to endorse it's products and services in the market.

  • Marketing Mix

What are the main function of the front office?

  • to sell function rooms
  • to prepare folio
  • to provide services
  • to maintain balance guest account

There is a uniform grading system that can be implemented as countries have the same perceptions about standards of hotel excellence in terms of facilities and services.

  • TRUE

The eye is attracted to any source of light and to strong contrasts. It should be remembered that: (Select two)

  • The eye is most comfortable in uneven lighting.
  • The eye works at its best when the work is more brightly lit than the surrounding area.
  • The eye is stimulated by contrasts of tone and sparkle.

_____________is a disagreement, dispute or fight between people with opposing points of view.

  • Conflict

Luxury hotel characteristics:

  • 1. Provides luxurious accommodation2. Easy booking process3. Amazing service4. Outstanding hotel dining
  • 1. Provide basics accommodation2. Normal booking process2. Good service4. No dining
  • 1. Provide accommodation2. Normal booking process3. Good service4. Good hotel dining
  • I don't remember :(

The component of the marketing that promotes a product, brand or service is

  • Advertisement

According to law, each guest must be registered and the information retained for six months.

  • True
  • False

Cleaning is a ​ (a) process that leads to the removal ​grease , dirt​ , (b) , and other ​ (c)

  • asystemic
  • asystemic
  • bfood remnants
  • cundesirable matter

Rack rate

  • Standard rate for each room
  • Rate for the frequent business guest
  • Rate for less than an overnight stay
  • Meals are priced separately from guestrooms.
  • Room rate includes charges for the guestroom and two meals per day.

What is PIS stands for?

  • Personal Information Sheet
  • Product Important Sheet
  • Product Information Sheet
  • Personal Important Sheet
  • Protective Information Sheet

What is HACCP?

  • Hazard Analysis Critical Control Point

The Front Office must have formal lines of communication.

  • True
  • False

On February 1, a guest checks into room 233 and reserves the room for the next three nights. On February 2, the occupancy report from the front desk would list the status of room 233 as:

  • DNCO (did not check out).
  • A late check-out.
  • A sleeper.
  • A stayover.

This vessel is owned by Royal Caribbean Internationa and it is the largest passenger cruise ship last 2019.

  • MS Symphony Of The Seas
  • MS Harmony Of The Seas
  • MS Sympathy Of The Seas
  • None of the above

Clifford Cheapskate checks into room 107 for a one-night stay. Early the next morning, Cheapskate leaves the hotel without paying his bill. When checking the 4 P.M. housekeeping report, the front desk staff finds room 107 listed as vacant and ready for sale and realizes that the guest was:

  • A due out.
  • A sleeper.
  • A skipper.
  • A sleep out.

Ms. Czar graduated with a degree in?

  • Nutrition and Dietetics
  • Tourism
  • Business Management
  • Psychology

Billing arrangement: GTD by Pfizer co.: accommodation, meals only, others PA. Where should LAUNDRY be reflected?

  • guest folio
  • permanent folio

It means the booking of accommodation by a guest.

  • Reservation

A room is well ______ when the air in it is fresh and pure and it is sufficiently warm and dry to enable the occupants of the room to be comfortable.

  • Heated
  • Ventilated
  • Conditioned

The guest will stay in your hotel from Sept 18 to Sept 24, how many days and nights will the guest be in your hotel?

  • 8 D/ 7 N
  • 6 D/ 5 N
  • 7 D / 6 N
  • 9 D / 8 N

CTE means:

  • Career and Technical Education

What is MSDS stands for?

  • Maximum Safety Data Sheet
  • Material Safety Data Sheep
  • Material Safety Data Sheet
  • Matter Safety Data Sheet
  • Minimal Safety Data Sheet

​ (a) must in ​ (b) water for ​ (c) or not exceed ​ (d) hours

  • aThawing
  • aThawing
  • brunning
  • cmaximum
  • dfour

What is a food-born illness out break?

  • When more than two people, related, eat the same food and exhibit the same symptoms
  • When more than two people not exhibit the same symptoms
  • When a person consume the contaminated food/beverage
  • When more than two people, not related, eat/drink the same contaminated food/beverage and exhibit the same symptoms
  • When less than two people, not related, eat/drink the same contaminated food/beverage and exhibit the same symptoms

_______ is the other name for the executive.


Telecommunication is communication over a distance by

  • Telephone
  • Telephone
  • email

The agency sells supplies using polish rates. This rate already comes with "protected income". This model uses a ____________.

  • Commission Basis

Thomas Cook name the travel agency as:

  • Thomas Cook & Son

If a hotel has a gross operating profit of $50,000 and a total of 100 rooms, what is the GOPPAR?

  • $500
  • $550
  • $580
  • $590

What is the best way to reduce the risk of bacterial food poisoning in the kitchen?

  • Time and Temperature

Which position is responsible for providing information to the customers:

  • Front Desk Agent

Sales and Marketing department are not en essential part of hotel industry

  • True
  • False

House keeping department does not require special trained personnel

  • True
  • False

The ______ has a very large public relations role to play.

  • Front Office
  • Porter
  • Accommodation Manager
  • Doorman

The messages distributed by electronic means from one computer user to one or more recipients via a network

  • card
  • email
  • letter
  • none of these are correct

_____________is a service that meets or exceeds customer expectations.

  • Quality Service

What is BFSMS mean?

  • To identify and control all potential food safety hazards
  • To control all potential food safety hazards
  • To identify all potential food safety hazards
  • To identify and control all contaminated food safety hazards
  • To identify and contaminated all potential food safety hazards

Chiller's correct temperature should be?

  • 1 - 5 oC
  • above than 5 oC
  • under 0 oC
  • 5 - 10 oC

Sustainability means

  • taking care of the kids and the school
  • taking care of the lodging and restaurants for customers
  • taking care of the environment so that it can remain plentiful and healthy
  • I'm not sure :( responsible for receiving cash and bill payment

  • front office cashier

Infection is when the ​ (a) makes us ​ (b)

  • abacteria
  • abacteria
  • bsick

A few hotels do have facilities for clinical treatment and remedial therapy.

  • True
  • False

Public area supervisor has the duty of ..............

  • managing each floor
  • cleanliness of lobby and general area
  • cleaning and maintaining guest rooms

When did Ms. Czar joined New World Makati?

  • May 07, 2001
  • February 15, 2010
  • July 01, 2010
  • September 19, 2012

_______ analysis applies to a tourist destination because it operates in a global environment comprising of macro indicators.


The primary colours are red, blue and yellow. The secondary colours are green, orange and violet. The tertiary colours are a mixture of primary and secondary colours, for example, RV—red violet.

  • True
  • False

it is sometimes called Vacation ownership.

  • Time-share

Two leadership skills are:

  • Communication
  • Communication
  • Problem solving

Advantages of built in and fitted furniture includes: (Select three)

  • Most effective utilisation of space; can be fitted into awkward areas.
  • Most effective utilisation of space; can be fitted into awkward areas.
  • Can help noise insulation when placed along partition walls.
  • It is difficult to repair on site and it is expensive to replace.
  • It is relatively stable, and should not tip if correctly fitted.

When do you need to clean and sanitize the slicer machine?

  • After each use with different food material
  • After each use with different food material
  • After end of shift operation period
  • While using the machine
  • After the machine did not use for a long time
  • at least once every four hours

Name two ways technology has impacted the hospitality industry

  • [No Answer]

What is Ms. Czar's favorite shoe brand?

  • Image:
  • Image:
  • Image:
  • Image:

______ handle the institutional obligations on taxes, tariffs, credit facilities, and economic of the company.


What is the app in PMS that keeps the front office and housekeeping informed about the status of the rooms?

  • guest accounting module
  • room management module
  • check in service module
  • FO to HKPNG module

Corporate rate

  • Standard rate for each room
  • Rate for the frequent business guest
  • Rate for less than an overnight stay
  • Meals are priced separately from guestrooms.
  • Room rate includes charges for the guestroom and two meals per day.

What is the best method to thaw frozen food?

  • Place in the refrigerator
  • Place in room temperature
  • Place in cold water
  • Put in the microwave

An image of a document made by electronic scanning and transmitted as data by telecommunication links

  • fax
  • email
  • picture
  • I'm not sure

There are two methods of calibration thermometer: (1) Use the ​ (a) on the ​ (b) read out should be ​ (c) oC, (2) Use ​ (d) water read out should be ​ (e) oC

  • aice
  • aice
  • bglass
  • c0 (zero)
  • dboiling
  • e100

Ms. Czar's favorite food at Via Mare

  • Rellenong bangus
  • Crispy pata and Monggo soup
  • Bibingka and Puto bumbong
  • Dinuguan at Puto

The benefits of installing a computerised system includes: (Select four)

  • Increased speed of producing information, whether room availability or manager's information.
  • Increased speed of producing information, whether room availability or manager's information.
  • It covers "Night Audit" tasks.
  • Acceptability by staff and guests
  • The reliability of the system
  • It reduces lost or late charges, by speedier posting.
  • It allows tighter management control.

When the germs transfer from raw meat to sandwich, what we call?

  • Cross contamination

What is the folio used for a group and is required to record all transactions made by the group?

  • package folio
  • master folio
  • permanent folio
  • split folio

Which of the following reports would an executive housekeeper use to determine the number of check-out rooms that need to be cleaned?

  • Room status discrepancy report
  • Occupancy report
  • Sales booking report
  • Scheduled maintenance report

Prolonged exposure to noise levels excessive to the environment creates: (Select three)

  • A degree of mental fatigue.
  • A degree of mental fatigue.
  • An effect on the quality and tempo of work.
  • Loss of worktime through sickness, for example, headaches.

When planning sanitary areas, there are various pieces of legislation which relate to this task.

  • True
  • False

Types of telecommunications:

  • meetings, personal cellphones
  • telephone, fax, emails, instant messaging.
  • none of them
  • food and beverage

What do you call the record which contains the guest statement of accounts?

  • folio

Dry storage, store room temperature should be?

  • 20 oC
  • 25 oC
  • 24 oC
  • 26 oC
  • 22 oC

It is necessary to identify which services and facilities are revenue producing and to what extent.

  • True
  • False

A market communication practice that generates a unique space in potential tourist's minds that influences a destinations images in customers viewpoints.

  • Positioning

If the guest has a room reservation, what selling strategy should you do?

  • add-up method
  • top-down method
  • upselling strategy
  • hard selling

Some hotel department job titles are:

  • Management
  • Management
  • Housekeeping
  • Front Office
  • Marketing and Sales

The various members of staff who could be termed uniformed staff or who come under the Head Hall Porter's care will include: (Select four)

  • Assistance Hall Porters
  • Assistance Hall Porters
  • Night Porter
  • Security
  • Luggage Porters
  • Page Boys

Occupancy forecasts are produced, usually on a day to day basis.

  • True
  • False

Event or meeting planner contains:

  • date, decoration, food, hotel, and music
  • date, weather, customs, school, supplies
  • I don't know :(
  • hotel, resort, condominium, motel

Artificial light contains blue, and it is the criterion by which people judge colour.

  • True
  • False

The method of cooling procedure as per BFSMS is cooled to​ (a) OC within ​ (b) hours and cooled to ​ (c) OC within ​ (d) hours

  • a21
  • a21
  • b2
  • c5
  • d4

FIFO (​ (a) ) is by stocking ​ (b) in the back of ​ ​ (c)

  • aFirst In First Out
  • aFirst In First Out
  • bnew product
  • cproduct received earlier

What color of chopping board is used for cutting the watermelon?

  • Image:
  • Image:
  • Image:

  • Image: -
  • Image:

When the guest is settling his account on departure there is still another opportunity to "sell" the hotel.

  • True
  • False

Causes of conflicts:

  • do exercises,eat healthy food
  • share resources, same style, cooperation
  • I'm not sure :(
  • authority issues, competition for resources, differences over style, lack of cooperation

What is Ms. Czar's ID number at New World?

  • 1925
  • 1000
  • 1924
  • 2373

If a hotel's room revenue is $150,000 and the room distribution costs are $25,000, and it has 50 rooms available, what is the NRevPAR?

  • $2,500 per room
  • $3,500 per room
  • $4,500 per room
  • $1,500 per room

What is BFSMS stands for?

  • Borobudur Food Safety Management System

Name the personnel working under the floor supervisor

  • [No Answer]

What is the term that refers to a guest that goes to the hotel without prior reservation?

  • upscale guest
  • walk-in guest
  • sudden guest
  • unreserved guest

The responsibilities of the accommodation manager will include some of the following: (Select six)

  • Induction and training of manpower.
  • Induction and training of manpower.
  • Deployment and scheduling of manpower.
  • Inspection of premises.
  • Welfare of personnel.
  • Linen control and laundering.
  • Setting budgets
  • Waste disposal.

What does the abbreviation PMS stands for?

  • property management system

European Plan

  • Standard rate for each room
  • Rate for the frequent business guest
  • Rate for less than an overnight stay
  • Meals are priced separately from guestrooms.
  • Room rate includes charges for the guestroom and two meals per day.

A ____ is a private retailer or public service that provides travel and tourism-related service

  • travel agency

Explain one type of Accommodation Promotion and give an example.

  • [No Answer]

The quantity of rooms is static and can fluctuate to meet demand.

  • True
  • False

The size and scope of the operation will also influence the hours during which the ______ Office is manned.

  • Security
  • Maintenance
  • Billing
  • Front

Ms. Czar got married at....

  • Manila Cathedral
  • Lady of Remedies, Malate
  • Don Bosco Church
  • San Agustin Church

Reviews are available for takers to consider. Revenue will come from the number of clicks of visitors; thus it is also called "________ advertising."

  • Click-based

Hot holding temperature?

  • 63oC
  • 65oC
  • 70oC
  • 80oC
  • 88oC

The goal of customer service is

  • to make customers sad
  • to make the customer satisfied
  • to make customers unhappy
  • to make customers mad

Full Service Hotel Subcategories are:

  • I am not sure :(
  • 1. Full Service2. Limited Service Properties3. Specialty Accommodations4. Institutional Housing
  • 1. House2. Apartment3. Single Home4. Town Home
  • 1. Convention2. Luxury3. Resort4. Extended Stay5. Condominium

Welcoming of guests in a hotel is the work of ..............department

  • House keeping
  • catering
  • front office

A hotel will not fit into more than one category.

  • True
  • False

What does NRevPAR stand for in revenue management?

  • Net Revenue per Available Room

Which is NOT an RCI Affiliated hotel and resort in the Philippines?

  • Astoria Plaza
  • El Puerto Marina Resort and Hotel
  • Azalea Residences
  • None of the above

The first trip organized by Thomas Cook was to where?

  • Loughborough

The dimensions of a building grow ultimately from the dimensions of the space available.

  • True
  • False

Day rate

  • Standard rate for each room
  • Rate for the frequent business guest
  • Rate for less than an overnight stay
  • Meals are priced separately from guestrooms.
  • Room rate includes charges for the guestroom and two meals per day.

Shifting the baggage of the guests to their rooms is the responsibility of .............

  • Bell boy
  • Bell Captain
  • Lobby Manager

The exact date when the Tourism Act of the Philippines was implemented.

  • May 12, 2019
  • May 12, 2002
  • May 12, 2009
  • None of the above

The main purpose of a lodging property is

  • to sell sleeping rooms
  • to sell clothes
  • to sell food
  • It's difficult :(

When new buildings are being planned, or old ones are being renovated, consideration must be given to: (Select five)

  • The main activities and needs of the staff. (Your Answer)
  • The use density, that is, the number likely to be in any particular area at any one time.
  • The main traffic lanes in the building and the amount of circulation area which is required in order to give easy access to all rooms.
  • The space requirements within each room to allow for easy and comfortable use of the furniture and equipment.
  • The standard of accommodation and service which is offered and, in the case of a hotel, the category of customer which it wishes to attract.
  • The space which is needed to service and maintain the building.

What is important in storing and maintaining cleaning chemicals?

  • Store near from food
  • Store away from food
  • Properly label
  • Keep in original container

The minimum water temperature for the final rinse dishwasher machine?

  • 82oC
  • 80oC
  • 73oC
  • 90oC
  • 98oC

What is the folio that reflects transactions for non-resident guest?

  • non-guest folio

Where can you find the Ice Blea Lac? (Ice Hotel)

  • Armani
  • Transylvania
  • Romania
  • None of the above