MULTIPLE-CHOICE QUESTIONS

Final Examination Instructions

Carefully read the instructions on the final examination answer sheet.

Both sides of the final examination sheet must be completed.

The course name, course number and exam control number listed above must be provided in the proper places on your final examination answer sheet in order for your examination to be graded.

MULTIPLE-CHOICE QUESTIONS

Please darken the letter on the answer sheet that corresponds to the single best answer.

1. The two aspects of productivity evaluation are:

A) data processing and streamlining output.

B) workflow processing and resource scheduling.

C) process integration and resource scheduling.

D) workflow processing and data processing.

2. An automated lodging information system is commonly called a:

A) hotel system interface.

B) front office management system.

C) property management system.

D) back office management system.

3. A list of expected arriving guests is generated daily by a __________ module.

A) point-of-sale

B) guest accounting

C) rooms management

D) reservations

4. Stand-alone technology systems that may link to a hotel property management system are called:

A) PMS upload links.

B) PMS modules.

C) PMS download links.

D) PMS interfaces.

5. Which of the following interfaces suggests changes in the PMS rates and length-of-stay restrictions?

A) back office accounting

B) revenue management

C) POS system

D) central reservation system

6. Which of the following are often combined with cash registers, bar code readers, optical scanners, and magnetic stripe readers?

A) EMS devices

B) POS terminals

C) DOS terminals

D) CAS units

7. Which of the following systems manages lists of audio-visual and other equipment and furniture available for rent?

A) a back-office inventory system

B) a sales and catering system

C) an event/meeting announcement board

D) a front office management system

8. Which of the following accounting applications would be used to monitor the collection of outstanding balances of guest accounts?

A) accounts receivable module

B) rooms management module

C) accounts payable module

D) front office guest accounting module

9. Which of the following both controls the flow of information along a network and can be used as a gateway to the Internet?

A) server

B) URL

C) POS system

D) hand-held computer

10. In relation to the World Wide Web, the acronym URL stands for:

A) Unidentified RAM Link.

B) Undue Resource Load.

C) Uniform Resource Locator.

D) Understood Relay Link.

11. A virtual community of people with similar interests and/or activities is known as a(n):

A) online social network.

B) online marketing niche.

C) Internet market segment.

D) online friends group.

12. Which of the following systems addresses the overall technology needs of multi-property hospitality organizations?

A) Super PMS

B) IDS connections

C) enterprise systems

D) GDS connections

13. Which of the following system components is an input unit?

A) microprocessor

B) fax board

C) laser printer

D) scanner

14. Which of the following system components is an output unit?

A) scanner

B) CPU

C) monitor

D) keyboard

15. When there is no direct connection between an input or output unit and the system CPU system, the unit is said to be:

A) serially connected.

B) off-line.

C) online.

D) formatted.

16. Which of the following is considered the system's "brain" because it controls all other system components?

A) extended memory

B) interface board

C) I/O unit

D) CPU

17. Which of the following would be considered to be a form of "volatile memory?"

A) magnetic tapes

B) RAM

C) hard disks

D) magnetic disks

18. Which of the following system components is an external storage device?

A) printer

B) DVD

C) keyboard

D) scanner

19. The speed of the central processing unit of a system can be measured in:

A) bandwidth.

B) BIOS.

C) bits per second.

D) gigahertz.

20. Which of the following computer add-ons enables users to transmit electronic data over telephone lines from one computer to another?

A) network interface card

B) a fax board

C) extended memory

D) a scanner

21. The Hundtley Hotel uses a powerful file server PC room to hold the hotel's software and data; this PC communicates with the PC workstations throughout the hotel over a local area network. This hardware configuration is called the __________ model.

A) random-access

B) client-server

C) application-service-provider

D) interface-connection

22. The computer program that controls the execution of other programs is called:

A) the operating system.

B) RAM.

C) an application software program.

D) ROM.

23. Among basic computer-network hardware components, which of the following is designed to connect employees within a company?

A) an intranet

B) a gateway

C) a bridge

D) a router

24. Which of the following are operated by independent website sponsors that develop an online hotel reservation booking engine?

A) CRS

B) IDS

C) GUI

D) GDS

25. A company that provides a link between a room and rate data source and an electronic distribution channel provider is called a:

A) distribution service provider.

B) travel agency.

C) central reservation office.

D) service provider associate.

26. Which of the following statements about intersell agencies is TRUE?

A) IIntersell agencies typically handle reservations for airline flights, car rentals, and hotel rooms.

B) Intersell agencies are reservation networks that handle more than one product line.

C) Both of the above are true.

D) None of the above are true.

27. The Lion's Head Hotel, a corporate-owned facility of a major hotel chain, would likely receive most of its reservations from a(n):

A) affiliate reservation system.

B) global reservation system.

C) nonaffiliate reservation system.

D) intersell agency.

28. Which of the following statements about a central reservation system is FALSE?

A) A computerized central reservation system can be used to transfer accounting data from individual
properties for processing at company headquarters.

B) A central reservation system maintains statistical information on conversion and denial rates.

C) Many independent central reservation systems fail because of difficulties in generating demand for
their services

D) Central reservation systems are able to support frequent-traveler programs when processing
reservations for individual properties.

29. With a property management system, which of the following activities initiates the guest cycle at a hotel?

A) printing of a room status report

B) creation of a reservation record

C) assignment of room and rate

D) creation of a customer master file

30. Which of the following reports from a reservation module of a hotel property management system would help managers project future revenue by multiplying predicted occupancies by current house rates?

A) commission agent report

B) revenue transactions record

C) rooms availability report

D) revenue forecast report

31. With the __________ model, the hotel sets the selling price of the rooms it offers to customers via the Internet through an Internet seller.

A) wholesaler

B) e-distribution

C) merchant

D) arbitrage

32. 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:

A) DNCO (did not check out).

B) a sleeper.

C) a stayover.

D) a late check-out.

33. Which of the following front office modules of a hotel property management system generates a report useful for assigning rooms to be cleaned by housekeeping staff?

A) general management module

B) reservation module

C) guest accounting module

D) rooms management module

34. A printed voucher from a revenue-producing department showing an amount charged to a folio is called a(n):

A) identification code.

B) source document.

C) credit code.

D) late charge.

35. The function of the guest accounting module of a hotel property management system that compares current folio balances with a house limit is called:

A) an updating accounts routine.

B) the late charge report.

C) a credit monitoring routine.

D) the discrepancy report.

36. Which of the following reports generated by the guest accounting module of a hotel property management system shows guest, non-guest, and credit card transactions by beginning balances, cumulative charges, and credits?

A) a revenue center report

B) a ledger summary report

C) a transfer

D) a guest check control report

37. The management team at the Royal Port Hotel wants to reduce the amount of time required to post charge sales to guest folios. Which of the following interfaces should the team evaluate in relation to the hotel's current property management system?

A) guest accounting module interface

B) point-of-sale interface

C) rooms management module interface

D) auxiliary guest services interface

38. When a central reservation system is interfaced with a hotel's property management system (PMS) using a(n) __________ interface, reservation information flows in one direction only; that is, the PMS can receive information, but cannot communicate reservation confirmations or other data to the central reservation system.

A) duplex

B) simplex

C) passive

D) active

39. The number and location of point-of-sale terminals or registers throughout a hotel is generally dependent upon:

A) physical design limitations.

B) the sizes and types of revenue centers

C) security considerations.

D) all of the above.

40. Which of the following features of a call accounting system links a hotel's telephone service with a variety of common carriers?

A) least-cost routing

B) automatic identification of outward dialing

C) automatic route selection

D) call rating program

41. Which of the following reports generated by a call accounting system documents support data regarding individually placed telephone calls?

A) daily telephone revenue report

B) a call record

C) common carrier summary report

D) automatic routing report

42. A hotel lobby self-service kiosk can perform which of the following functions for guests?

A) provide guest rooming lists for groups staying at the hotel

B) place wake-up calls for guests

C) provide extra guestroom towels

D) all of the above

43. Keys on a point-of-sale terminal that can be programmed by users to meet specific needs are called __________ keys.

A) hard

B) preset

C) modifier

D) soft

44. Which of the following devices overlays the surface of a point-of-sale keyboard and identifies the function performed by each key?

A) bar code plate

B) menu board

C) magnetic strip reader

D) power platform

45. Which of the following order entry devices requires antenna units located in the dining room?

A) touchscreen terminal

B) power platform

C) wireless terminal

D) bar code terminal

46. Communications between point-of-sale terminals and workstation printers are coordinated by:

A) touchscreen terminals.

B) network controllers.

C) journal printers.

D) "soft" terminals.

47. Which of the following features of a guest check printer uses bar code technology to eliminate the need for servers to input a guest check serial number to access an account?

A) automatic slip feed

B) automatic form number reader

C) delayed check printing

D) retained check printing

48. Which of the following settlement procedures requires the guest to deposit money in a personal account before making purchases?

A) bank card processing

B) smart card processing

C) credit card processing

D) debit card processing

49. Which of the following input devices is specifically designed to facilitate settlement processing?

A) touchscreen terminals

B) hand-held server terminals

C) precheck terminals

D) magnetic strip readers

50. Which of the following statements about cashless payment is TRUE?

A) Closed system transactions are typically handled in a remote location.

B) There is no need for external verification or authorization in a closed system,

C) Open systems rely on pre-payment, direct payment, or stored value payment at select point-of-sale
locations supported by the issuer.

D) Open system payment processing does not require external authorization.

51. Kaucia used her cell phone to pay for merchandise at a local store by simply waving her phone near one of the store's contactless POS readers. Kaucia's cell phone is equipped with __________ technology.

A) NFC

B) RFID

C) AFNR

D) MMS

52. Which of the following files maintained by a point-of-sale system must be updated by restaurant managers when prices change for entrees sold in the dining room?

A) inventory file

B) ingredients file

C) labor master file

D) menu item file

53. Which of the following reports generated by a point-of-sale system provides managers with detailed sales activity by individual server in terms of guest count, total sales, and average sales?

A) sales and payment summary report

B) labor master report

C) productivity report

D) open checks report

54. Gift cards issued by banks are called ________ cards; gift cards sold by retail establishments are called ________ cards.

A) open loop; closed loop

B) closed loop; open loop

C) soft; hard

D) hard; soft

55. Systems that can automatically dispense drinks according to an operation's standard drink recipes and count the number of drinks poured are called:

A) power platforms.

B) automatic drink dispensers.

C) automated beverage systems.

D) bar code systems.

56. Which of the following features of an ingredient file from recipe management software enables managers to track ingredients (by unit and by cost) as they pass through purchasing, receiving, storing, issuing, production, and service control points?

A) postcosting tables

B) menu mix formulas

C) conversion tables

D) precosting formulas

57. Which of the following software applications maintains a perpetual inventory record of food items?

A) menu management application

B) menu engineering application

C) recipe management application

D) sales analysis application

58. Which of the following features of recipe management software enables food and beverage managers to maintain a record for a menu item that requires an unusually large number of ingredients?

A) chaining recipes

B) extending recipes

C) collapsing recipes

D) building recipes

59. Which of the following food and beverage software applications produces a report enabling managers to see at a glance which menu items were sold and the times of day during which they were sold?

A) menu management application

B) recipe management application

C) sales analysis application

D) menu engineering application

60. Menu engineering software classifies menu items that are low in menu mix and low in contribution margin as _________.

A) plowhorses

B) puzzles

C) stars

D) dogs

61. Debbie, a manager at The Grand Café, is pricing the Michigan Salad, which is a new menu item that costs the restaurant $2.39. If she wants the Michigan Salad to have a 25 percent food cost, what should she set as the minimum menu price?

A) $3.59

B) $7.17

C) $7.61

D) $9.56

62. Which of the following pricing strategies is an offshoot of menu engineering?

A) menu mix pricing

B) cost-multiplier pricing

C) cost-plus pricing

D) ACM pricing

63. Which of the following food and beverage software applications multiplies the number of menu items sold by standard recipe costs to determine a potential food cost amount for a meal period?

A) precosting application

B) recipe management application

C) postcosting application

D) menu engineering application

64. Which of the following reports generated by an automated beverage control system would managers use to find out the amounts due from bartenders at the end of their shifts in the form of credit card vouchers, house account charges, and cash?

A) settlement methods report

B) sales by beverage server report

C) sales by major beverage category report

D) outstanding guest checks report

65. Which of the following electronic documents of an automated sales office serves as a final contract for clients and generates work orders for catering staff?

A) master client file

B) function space order

C) banquet event order

D) menu control log

66. In an automated hotel sales office, which of the following reports would a sales manager use to review a salesperson's booking activity during a specific time period?

A) a lost-business report

B) a cover count and revenue summary report

C) a sales performance by market segment report

D) banquet event orders

67. With a revenue management system, the rate at which group business is booked is called:

A) booking lead time.

B) group booking pace.

C) displacement of room inventory.

D) the wash factor.

68. Which of the following hospitality software programs helps hotel managers determine whether prices should be raised or lowered for a specific period of time?

A) rooms management software

B) financial management software

C) reservations software

D) revenue management software

69. Which of the following off-premises catering software program files accesses data contained in the menu item file and maintains a record of commitments to clients?

A) a proposal/contract file

B) a menu item file

C) an ingredient file

D) a recipe file

70. With an accounting application, the city ledger file is updated as data is input to the __________ application.

A) accounts receivable

B) payroll

C) accounts payable

D) purchasing

71. Which of the following accounting modules produces a cash requirements report based on all open invoices?

A) accounts receivable module

B) general ledger module

C) accounts payable module

D) financial statement module

72. An accounting application report that lists all invoices currently outstanding and payable is called a(n) __________ report.

A) aging of accounts receivable

B) invoice register

C) reconciliation audit

D) cash requirements

73. A payroll module maintains which of the following files?

A) purchase order file

B) customer master file

C) employee master file

D) vendor master file

74. Which of the following modules of an accounting application produces a daily receiving report?

A) financial statement module

B) accounts payable module

C) accounts receivable module

D) purchasing module

75. Labor management software is designed to help managers:

A) ensure shift coverage.

B) hire the right employees.

C) monitor performance standards.

D) all of the above.

76. An MIS is designed around the:

A) information needs of the maintenance department.

B) information needs of the guest.

C) information needs of managers.

D) capabilities of vendors.

77. An interactive information technology system with simulation capability enabling managers to explore "what if" possibilities is called a(n):

A) expert system.

B) primed database.

C) intelligent spreadsheet.

D) decision support system.

78. The design and implementation of information security controls at a large hotel is typically performed by:

A) the general manager.

B) the security department manager.

C) individual department system managers.

D) the property systems manager.

79. Which of the following terms relates to the ability of a computer system to generate only those reports that are requested by those who actually use them?

A) minimizing throughput

B) integrating files

C) streamlining information output

D) configuring data

80. Which of the following is the smallest unit of electronic data?

A) bit

B) alphanumeric bit

C) numeric bit

D) alpha bit

81. Which of the following is the counting system used by computers that is based on two digits, zero and one?

A) low-level programming languages

B) system code

C) high-level programming languages

D) binary code

82. With database management programs, the greatest level of detail is found by searching the contents of ________.

A) fields

B) folders

C) templates

D) files

83. Which of the following database structures arranges files, records, and fields into formations resembling the roots of a tree?

A) relational database structure

B) hierarchical database structure

C) template structure

D) macro command structure

84. A database designed to support decision-making for a department within an organization is called a(n) _______.

A) decision support database

B) data warehouse

C) expert database

D) data mart

85. Which of the following database structures can be organized around several subject areas such as guests, spending pattern, and length of stay?

A) hierarchical databases

B) plasma databases

C) two-dimensional relational databases

D) multidimensional databases

86. The first step in the process of purchasing or upgrading a technology system is to:

A) develop a request for proposal.

B) script product demonstrations by vendors.

C) evaluate user needs.

D) collect sales literature about computer systems.

87. Ricardo, the convention services manager at the Downtown Convention Center Hotel, is a member of the newly formed project team responsible for upgrading the hotel's information system. His first task is to diagram the flow of information into and out of the convention services department. Which of the following tools would help Ricardo map the flow of data and documents through his department?

A) algorithmic software

B) system conversion software

C) profiling software

D) flowcharting software

88. Which of the following literature collection techniques is most likely to result in direct contact with hospitality technology vendors?

A) sending inquiries to hospitality trade associations

B) attending hospitality industry trade shows

C) distributing broadcast mailings to hospitality technology vendors

D) conducting online searches for hospitality vendors

89. The property-specific proposal that management requests from industry suppliers after determining system requirements is known as a(n):

A) site survey.

B) property profile.

C) request for proposal.

D) OEM contract.

90. A multiple rating system for evaluating technology system proposals from vendors should be used:

A) before site surveys are conducted.

B) periodically after installation of the system.

C) before selecting vendors for scripted product demonstrations.

D) before determining system requirements.

91. Which of the following is considered a hidden cost when it comes to purchasing computer hardware and software?

A) training

B) air conditioning modifications

C) printers

D) all of the above

92. The best way to ensure a useful and complete product demonstration by vendors is to:

A) require product demonstrations to follow a script prepared by managers of the hospitality operation.

B) invite guests to observe the product demonstrations.

C) deal only with nationally known vendors.

D) require all management staff to attend the product demonstrations.

93. A contract in which a business agrees to purchase hardware, software, and netware from a single source that also takes responsibility for the performance of the technology application is referred to as a(n):

A) other vendor contract.

B) single-vendor contract.

C) other equipment manufacturer contract.

D) multi-vendor contract.

94. Which of the following kinds of system documentation serves as training material oriented toward specific application procedures?

A) system flowcharts

B) operator's guides

C) technical manuals

D) algorithmic formulas

95. The best location for a property's computer room is:

A) near the general manager's office.

B) adjacent to the front desk.

C) away from heavy traffic areas.

D) against an outside wall.

96. It is recommended that computer passwords should be changed at least every:

A) week.

B) month.

C) three months.

D) year.

97. Documentation that illustrates how different applications interface and interact with each other is called a:

A) physical schematic.

B) software schematic.

C) security audit.

D) downtime report.

98. A full system backup of an information network should be done:

A) hourly.

B) daily.

C) weekly.

D) monthly.

99. If the information system is down because of a power failure, the systems manager should immediately:

A) issue battery-operated radios to all key personnel, including PBX.

B) turn off all equipment.

C) alert the audit staff that they should report early to begin a manual audit.

D) distribute the most recent downtime reports and destroy prior lists.

100. Under a manual operations plan in the event of the failure of a property management system, an employee is designated as a "runner" and held responsible for:

A) alerting the central reservation help desk of the situation and estimated downtime.

B) distributing the most recent downtime reports and destroying prior lists.

C) maintaining the room inventory and status and recording all check-ins, checkouts, etc.

D) communicating between departments, ensuring that departments are passing information correctly
and that everyone is following the manual operating procedures.

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