Organization of guest service during the stay.

TEST

1. The main regulatory document for the provision of hotel services

A. “Rules for the provision of hotel services in the Russian Federation” dated April 25, 1997 No. 490

B. Hotel charter

C. Federal Law of November 24, 1996 No. 132 – FZ “On the Fundamentals of Tourism in the Russian Federation”

2. Service in the hotel, providing reception, registration and accommodation of guests

A. Room service

B. Reception and accommodation service (RCS)

C. Administrative and economic service

3. Who is standing at the entrance to the hotel and is the first to meet the guest?

A. Receptionist

B. Doorman

C. Concierge

4. Room service

A.Room-service

B. Restaurant service

C. Reception and accommodation service (breakfast in the room)

5. Checkout time set in hotels

A. 12.00

B. 18.00

C. 24.00

6. The main task of the hospitality industry is:

A. Satisfying the requests and needs of the guest

B. This task does not exist

C. Feed a guest

7. The main services of the hotel, according to the “Rules for the provision of hotel services in the Russian Federation No. 490” are:

A. Accommodation and meals

B. Additional Paid Services

C. Room cleaning

8. Full board is

A. Two meals a day

B. Breakfast only

C. Three meals a day

9. Type of cleaning at the request of the guest:

A. Routine cleaning

B. General cleaning

C. Express cleaning

10. Is the cost of products in the mini-bar included in the room rate?

A. Included

B. Not included

C. Each hotel is different

11. The hotel channel is used to transmit to guests:

A. Information

B. Films

C.Orders

12. Half board is..

A. Two meals a day

B. Three meals a day

C. Breakfast only

13. All inclusive –

A. Accommodation

B. Nutrition

C. All inclusive

14. Who controls the cleanliness in the rooms and service areas?

A. Doorman

B. Maid

C. Supervisor

15. Every evening the administrator makes:

A. Plan

B. Room occupancy report

C. Account

16. Brunch Time

A. From 10-14

B. From 9-11

C. From 12-15.30

17. His duties include the delivery of mail, personal messages to the room:

A. Concierge

B. Messenger

C. Administrator

18. In how many copies is the guest profile written?

A. In one

B. In three

C. In two

19. The baggage carrier is obliged:

A. Accompany the guest and deliver luggage to their room

B. Inform the guest

C. Deliver breakfast to your room

20. Room status – “dirty”:

A.OS

B. OO

C.DT

21. If the guest stays in the hotel for less than a day, then payment is charged

A. For the whole day

B. Half day

C. Hourly

22. The guest card indicates:

A. Room type

B. Number of days

C. Guest name

23. A free service in a hotel is:

A. Swimming pool

B. No free services

C. Wake up

24. First of all, the maid cleans:

A. Booked rooms

B. Rooms with ongoing cleaning

C. It doesn’t matter

25. In a multi-room suite, the following is cleaned first:

A. Bathroom

B. Cabinet

C. Bedroom

26. Transfer is..

A. Ordering a Taxi

B. Meeting and seeing off the guest

C. Booking tickets

27. During the evening preparation of the room, what kind of chocolate is placed on the guest’s bedside table?

A. Gorky

B. Dairy

C. none

28. Additional paid service

A. Delivery

B. Wake up

C. Both options

29. Buffet is..

A. Restaurant service

B. Table from Sweden

C. Name of the restaurant

30. The American plan is..

A. Accommodation and three meals a day

B. Hotel chain

C. Catering enterprise

31. Standard appearance of a hotel worker:

A. Doesn’t matter

B. White top, black bottom

C. Black top, white bottom

32. The length of stay at the hotel is measured:

A. Days

B. At night

C. Each hotel is different

33. How should a guest be treated?

A. Doesn’t matter

B. Last name

C. By name and patronymic

34. How long before the end of the visa, the administrator is obliged to warn the guest?

A. In 3 days

B. 2 days before

C. Per week

35. Action aimed at meeting the needs of the consumer

A. Service

B. Demand

C. Order

36. Date of trip

A. Discount

B. Duration of travel

C. Check-in time

37.Fill Board

A. Hospitality

B. Type of payment

C. Full Service

38. In which category of hotels is heating required?

A. 2 stars

B. All categories

C. 5 stars

39. This breakfast consists of tea, coffee, cream, sugar, butter, honey, baked goods of your choice

A. American breakfast

B. Continental breakfast

C. Late breakfast

40. Number status – busy

A.DT

B.OC

C.OO

41. The first hotel chain appeared in:

A. In May 1995

B. In October 1997

C. In July 1998

42. Settlements with clients during the stay can be made:

A. Cash

B. Personal items

C. Produced at check-out only

43. Hotels are classified:

A. By the stars

B. Personnel

C. By numbers

44. Guest card format form 4-G

A. A3

B.A6

C. A4

45. Format of the questionnaire form 1-G

A.A4

B.A6

C. A3

46. Seamless service is…

A. Quality Guest Service

B. Staff training

C. Invisible personnel changes

47. How does cleaning start in a one-room suite?

A. From the table

B. With window washing

C. Doesn’t matter

48. Price behind the counter

A. All inclusive

B.Fill Board

c.rack rate

49. Sports and fitness complexes include:

A. Gym

B. Lobby

C. SPIR

50. One of the property security measures for hotel customers?

A. Manager

B. Safe

C. Both options are correct

51. Room service?

A. SPIR

B. Room service

C. Catering Service

52. A service that provides service to guests in restaurants, hotel bars?

A. SPIR

B. Room service

C. Catering Service

53. Service that analyzes the results of financial and economic activities?

A. SPIR

B. Financial service

C. Accounting

54. All hotel premises are divided into:

A. Only residential and administrative

B. Residential, administrative, service, ancillary

C. Do not share

55. Lastly, in a multi-room suite, the following is removed:

A. Living room

B. Bedroom

C. Bathroom

56. Form of receipt for the provision of additional services

A. 3-G

B.5-G

C. 12-G

57. Account form at catering establishments

A. 3-G (3-GM)

B. 12-G

C. 11-G

58. Car park invoice form

A. 3-G (3-GM)

B. 12-G

C. 11-G

59. Conference hall must be in hotels

A. 3 stars

B. 4-5 stars

C. All hotels

60. Does the system “European plan” provide meals at the hotel?

A. Provides

B. Does not provide

C. Each hotel is different

61. Guest card is issued:

A. When you stay

B. When moving out

C. Upon settlement

.

62. Workplace of an SPiR employee

A. Accounting

B. Utility room

C. Reception desk

63. SPiR employee

A. Administrator

B. Maid

C. Director

64. How many rooms are in the suite?

A. One

B. Two

C. Three

65. The main tasks of the reception and accommodation service:

A. Cleaning quality control

B. Registration and accommodation of guests

C. In-Room Catering Services

66. Booking department:

A. Cleaning of public areas

B. Makes hotel reservations

C. Catering services

67. Working hours of the hotel:

A. Around the clock

B. From 8.00-20.00

C. From 9.00-24.00

68. When a family lives with a child under 7 years old, his accommodation is not paid if:

A. The director will allow

B. Not providing a separate seat for a child

C. It can’t be

69. Who pays customers?

A. Cashier-operator

B. Maid

C. Director

70. Upon presentation of what, does the SPiR employee give the guest the keys to the room?

A. Passports

B. Driving license

C. Guest cards

71. The main document that the duty administrator works with?

A. Guest card

B. Report

C. Room inventory chart

72. What time does the duty administrator close the room inventory card?

A. At 18.00

B. At 20.00

C. At 24.00

73. Who wakes up the guest?

A. Manager

B. Telephone operator

C. Maid

74. Cleaning in the presence of a guest is carried out:

A. By permission of the guest

B. With the permission of the supervisor

C. At the discretion of the maid

75. The room must contain:

A. Evacuation plan

B. Guest Questionnaire

C. Fire safety instruction

76. ….property complex for the provision of residential services

A. Apartment

B. Hotel

C. Helpdesk

77. Is calling an ambulance at a hotel a paid or free service?

A. Paid

B. Free

C. At the discretion of the director

78. Municipal services in a hotel include:

A. Laundry, dry cleaning, ironing

B. Restaurant Reservations

C. Parking lot, garage

79. A receipt for the provision of paid additional services is issued:

A. In duplicate

B. One copy

C. Triplicate

80. Service bureau (service bureau) is a part of:

A. Rooms

B. Catering services

C. SPIR

81. Car rental is provided by hotels

A. No such hotels

B. 4-5 stars

C. 3 stars

82. The head waiter is …

A. Cleaning lady

B. Hall administrator in a restaurant

C. Head of the administrative and economic service

83. Auxiliary room:

A. Linen

B. Warehouse

C. Human Resources

84. Administrative premises:

A. Linen

B. Warehouse

C. Human Resources

85. Global Reservation System:

A. Fidelio

B. All inclusive

C. amadeus

86. The security service provides …

A. Arms

B. Protection and health of guests

C. No such service exists

87. If the guest has forgotten a thing, then it is compiled …

A. Protocol in one copy

B. Nothing is compiled

C. Act in duplicate

88. The term of storage of the forgotten personal belongings of the guest for Russian citizens:

A. 8 months

B. 3 months

C. 6 months

89. The period of storage of the forgotten personal belongings of a foreign guest:

A. 1 year

B. 1.5 years

C. 10 months

90. …. acute cerebrovascular accident as a result of hemorrhage or insufficient blood supply to the brain

A. Heart attack

B. Fainting

C. Stroke

91. What first aid can a hotel employee provide to a guest in case of heart failure?

A. Moral support

B. Chest massage, artificial respiration

C. None of the above

92. What determines the range of additional services in a hotel?

A. From the director

B. From the class, purpose and location of the hotel

C. Does not depend on anything

93. Excursion services are provided by:

A. 4-5 star hotels

B. All hotels

C. No one provides

94. According to the content of the excursion there are:

A. Scoping and Thematic

B. Overview only

C. Thematic only

95. The technological map of the excursion indicates:

A. Route of the tour, objects of display, duration of the tour

B. Composition of excursionists, date of approval of the excursion by the leader

C. All of the above

96. Business centers are required:

A. All hotels

B. It doesn’t matter

C. 4-5 star hotels

97. Garage worker in a hotel:

A. Greets arriving guests, opens the car door, is responsible for the safety of the vehicle

B. Calls a taxi

C. All of the above

98. Shops and trade kiosks are obligatory in hotels:

A. Optional

B. All hotels

C. 4-5 star hotels

99. According to GOST R 50762-2007, there are … types of catering establishments

A.5

b.10

c.12

100. The main document of the catering enterprise:

A. Chef’s Passport

B. Menu

C. Book of Complaints and Suggestions

101. Table d’hôte is…

A. Restaurant Service Method

B. Job Title

C. Name of dish

102. When serving a guest in the room, knocking, the waiter enters:

A. Only with guest permission

B. When the waiter wants

C. Doesn’t matter

103. In case of a delay in the departure of the client from 12 to 24 hours after the checkout time, payment is charged for:

A. Per day

B. Hourly

C. Not charged

104. If the guest is late for a day, the reservation:

A. Saved

B. Canceled

C. At the discretion of the administrator

105. Things forgotten in the room by the guest are transferred:

A. Hotel employee

B. Stay in the room

C. To the storage room

106. In case of property damage by the guest, he:

A. Indemnify

B. Does not refund

C. At the discretion of the director

107. Settlement in a hotel with an animal is allowed if:

A. The administrator is in a good mood

B. Possession of a veterinary certificate

C. Not allowed

108. The dog on the territory of the hotel must be:

A. In the hands of the owner

B. Strictly on a leash and muzzle

C. Doesn’t matter

109. Official appointed by the head of the tourism organization

A. Director

B. Driver

C. Tour guide

110. …. a form of knowledge and broadening one’s horizons by visiting places of interest

A. Training

B. Excursion

C. Walk

111. … the state of the object in which nothing threatens him

A. Fault

B. Repair

C. Security

112. Breakfast includes drinking water with ice cubes, fruit juices, fresh fruits, cereals, a small portion of meat

A. Buffet

B. Extended breakfast

C. American breakfast

113. Renting a car with a driver is provided:

A. In business centers

B. Motels

C. Not provided anywhere

114. … activities to establish norms, rules and characteristics in order to ensure the safety of products, works and services

A. Room cleaning

B. Standardization of services

C. Security

115. Form of receipt for the return of money:

A. 5-G

B. 3-G

C. 8-G

116. … is the process of applying organizational, marketing, financial, personnel tools, methods and methods of running a hotel business

A. Hospitality technology

B. Management

C. Registration

117. An important part in the work of the security service

A. Car parking

B. Conducting briefings for hotel staff

C. All of the above

118. Does a security officer have the right to interrogate guests, search them?

A. Doesn’t have

B. Has

C. Depends on the situation

119. Sommelier is …

A. Drink name

B. Tasting wines, compiling a wine list

C. Menu view

120. What kind of breakfast does NOT exist?

A. Champagne breakfast

B. Late breakfast

C. Shared breakfast

121. Catering is..

A. Type of breakfast

B. Out of Queue Service

C. Service outside the hotel, with the help of hotel staff

122. Where is the lobby bar located?

A. By the pool

B. In the lobby

C. In the room

123. What is referred to as service premises?

A. Laundry and dry cleaning

B. Utility rooms

C. Rooms

124. What is the concept of security?

A. Video surveillance

B. Security

C. Official document

125. Business center services:

A. Provision for use of computers, means of communication

B. Animation activities

C. All of the above

126. What is the most expensive resource, the management of which is associated with the constant movement of personnel.

A) Expensive equipment;

B) an employee

C) wages

127. How many main functions are allocated in the theory of personnel management?

A) eight

B) nine

C) three;

128. What is the name of the method based on the experience of the previous period of personnel management?

A) Parametric method;

C) Method of analogies;

C) Experimental method;

129.Name the main structural unit for personnel management in an organization.

A) commercial department;

B) Human resources department;

C) Technical department;

130. What is the main purpose of the Human Resources Department?

A) Provision of personnel for the production program, personnel records management, preparation of personnel orders.

C) Studying and summarizing the work experience of the best workers;

C) Training of teachers from among the leaders and specialists of the organization;

131. What is the purpose of the Personnel Assessment and Compensation Department?

A) Analysis of staff turnover and labor discipline;

C) Organization of social events for employees

organizations;

C) Evaluation of the performance of each employee to maintain effective motivation of his work;

132. What is the purpose of the Department of Social Protection?

A) Implementation of contract work on certification of workplaces;

C) Implementation of the rights and guarantees of social protection for each employee;

C) Organization of industrial practice of students and pupils;

133. What is the name of the system of measures to attract employees to the organization?

A) set;

C) Accounting for candidates;

C) Accounting and the state of the labor market;

134. What is the name of the process of studying candidates?

A) selection;

C) Attracting consumers;

C) Outsourcing;

135. Professiogram is…

A) Hiring employees on a probationary basis;

C) A set and description of the qualities that an employee selected for a specific position should possess, the range of his duties and functions.

C) Target position method;

136. Name two possible sources of recruitment.
A) direct and indirect;

C) Through acquaintances and the subordinate clause;

C) internal and external;

137. Tasks solved by the organization when a new employee enters it:

A) To interest him in a new job;

C) Suppress his will and desire to stand out;

C) cut his wages;

138. What is the essence of certification?

A) Identification of bad habits of the employee;

C) Viewing his medical record;

C) Identification of professional competence of an employee

139. Name typical documents for employment.

A) Employment book, library card, personal application for employment;

C) Divorce certificate, work book, photograph.
C) Employment book, personal application for employment, a copy of the document on education, photograph, reference from the previous place of work;

140. What is the purpose of training an employee?

A) Improving the qualifications and intellectual base of a person;

C) Formation of the inner core;

C) Development of physical abilities;

141. The staff of the organization is …

A) Employees on the staffing table of the organization;

C) Employees working in this organization and carrying out their activities on the basis of a contract;

C) Employees receiving fixed wages;

142. What are the names of conflicts associated with the performance of a person

job responsibilities?

A) personal;

B) business;

C) professional;

143. When appraising an employee, first of all, they evaluate:

A) His appearance and ability to present himself;

C) Personal qualities of the employee;

C) the official activities of the employee and his personal qualities;

144. What is the name of a special type of payment, depending on the final work or the worker himself?

A) an award

B) salary

C) allowances;

145. The unemployed are..

A) Able-bodied citizens who do not have work and earnings, registered with the Federal Employment Service in order to find a suitable job;

C) Citizens under the age of 18;

C) Citizens who have reached retirement age;

146.Adaptation is..

A) Adaptation of the employee to new professional, social, organizational and economic working conditions;
C) Mutual adaptation of the employee and the organization through the gradual development of the employee in the new conditions;
C) Adapting the organization to changing external conditions;

147. People who come to the personnel department in search of work are

A) self-manifested candidates;

B) unemployed

C) Unskilled workers;

148 . The short working biography of the candidate is:

A) Professiogram;

B) Career chart;

C) an employee questionnaire;

149. The least reliable candidate selection tests include:

A) Psychological tests;

C) Checking professional skills;

C) Graphic tests;

150. The most reliable method for assessing a candidate’s ability to perform the job for which he will be hired is:

A) Knowledge test;

C) Checking professional skills;

C) Graphic test;

151. Personnel development is:

A) The process of preparing an employee to perform new production functions, occupy new positions, and solve new problems;

C) The process of periodic training of an employee at specialized courses;

C) Ensuring an effective management structure and managers to achieve organizational goals.

152. What is a career?

A) Individually conscious position and behavior associated with work experience and activities throughout a person’s working life;

B) promotion to a higher level;

C) Growth of the employee in the eyes of the public;

153. The basis for the development and adoption of a decision to stimulate the work of personnel is:

A) Assessment of personal and business qualities;

C) Evaluation of labor results;

C) Comprehensive assessment of the quality of work.

154. The methods of forming a personnel management system include:

A) the democratic method;

C) The method of structuring goals;

C) morphological analysis.

155. What method of personnel management is distinguished by the direct nature of the impact?

A) administrative;

B) economic;

C) Socio-psychological.

156. What does the personnel management system include?

A) functional units;

C) Functional divisions and their heads;

C) General management of the organization.

157. What qualities and skills do HR officers need to successfully perform their functions?

A) Competence in their professional field;

C) Good physical shape;

VS) Professionalism in the field of organization management.

158. Evaluation of the effectiveness of the activities of personnel management units is a systemic process aimed at …

A) Comparison of costs and results associated with the activities of personnel services;

C) The ratio of the results of the activities of personnel services with the results of the activities of the organization as a whole;

C) The ratio of the results of the activities of personnel services with the results of the activities of other departments.

159. Assistance to interested people in choosing a profession and place of work by studying the personality of the person seeking advice is:

A) Professional adaptation;

C) Professional advice;

C) Professional promotion;

160. Professional competence is based on:

A) professional unsuitability;

C) professional suitability;

C) professional look;

161. The term “labor potential” and its concept in Russian management practice began to be included in state and government documents with:

A) 80s;

B) 2000s;

C) 90s;

162. Factors affecting the amount of payments include:

A) Financial and economic provisions;

C) The size of the enterprise, financial and economic situation, the degree of influence of trade unions, the form of ownership;

C) Form of ownership;

163. Specialists do not include:

A) housewives

C) Engineering and technical workers;

C) Sociologists;

164. The combination of vertical and horizontal quarry gives:

A) individual career;

B) group career;

C) step career;

165. What are the main differences between the types of interviews?

A) The specifics of the content and form of the interview with a representative of the company;

C) the essence of a particular situation;

C) The type of information that the representative of the firm wants to receive;

166. The criterion for making a management decision is:

A) environmental impact;

C) economic effect;

C) Social effect;

167. Better use of staff should be facilitated by:

A) Recruitment;

C) downsizing;

C) Rotation of personnel;

.

168. Temporary transfer of an employee to another unit, which allows you to gain new knowledge and skills, broaden your horizons and subsequently work more efficiently is called:

A) carousel

B) pendulum;

C) swing;

169. The process of systematic professional development and expansion of its volume on the principle of transition from less complex professions to more complex ones, from narrow specialization to multidisciplinary is understood as:

A) Adaptation of personnel;

C) Continuity of staff training;

C) Continuity of recruitment;

170. The main forms of advanced training are not:

A) Industrial and technical courses;

C) Institutes and faculties of advanced training;

C) recruiting agencies;

171. Depending on the level of employment of the able-bodied population, there are several interpretations of employment, which do not include:

A) effective;

B) Rational;

C) margin;

172. The current labor market is being formed;

A) Due to the natural and mechanical movement of labor and jobs;

C) due to the growth of the potential of the labor force;

C) Due to the artificial movement of labor and jobs;

173. The structural characteristic of labor resources is:

A) Separation into certain groups, according to gender;

C) Division into certain groups, according to the functions performed;

C) Division into certain groups, according to age;

174. The economically active population includes:

A) workers and employees;

C) employed and unemployed;

C) Managers and managed;

ANSWERS

1. A

2. In

3. In

4. A

5. In

6. A

7. A

8. C

9. C

10. In

11. A

12. A

13. C

14. C

15. In

16. A

17. In

18. A

19. A

20. C

21. A

22. C

23. C

24. A

25. C

26. In

27. In

28. A

29. A

30. A

31. In

32. In

33. C

34. In

35. A

36. In

37. C

38. C

39. In

40. In

41. In

42. A

43. A

44. In

45. V.

46. C

47. A

48. C

49. A

50. In

51. In

52. C

53. In

54. In

55. C

56. C

57. A

58. C

59. In

60. In

61. C

62. C

63. A

64. In

65. In

66. In

67. A

68. In

69. A

70. C

71. C

72. C

73. In

74. A

75. C

76. In

77. In

78. A

79. A

80. C

81. In

82. In

83. In

84. C

85. C

86. In

87. C

88. C

89. A

90. C

91. In

92. In

93. A

94. A

95. C

96. C

97. A

98. C

99. In

100. In

101. A

102. A

103. A

104. In

105. C

106. A

107. In

108. In

109. C

110. In

111. C

112. C

113. A

114. In

115. C

116. A

117. In

118. A

119. In

120. C

121. C

122. In

123. A

124. C

125. A

126. In

127. A

128. C

129. In

130. A

131. C

132. In

133. A

134. A

135. In

136. C

137. A

138. C

139.S

140. A

141. In

142. In

143. C

144. A

145. A

146. A

147. A

148. C

149. C

150. In

151. A

152. A

153. In

154. In

155. A

156.S

157. C

158.S

159. In

160. In

161. C

162. In

163. A

164. C

165. A

166. In

167. C

168. A

169. In

170. In

171. C

172. A

173. In

174. In

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