Lodging

Specific Competencies and Skills Tested in this Assessment:

 

General Hospitality and Tourism Technical Skills

• Demonstrate knowledge of hospitality and tourism management (e.g., no-shows, overbooking)
• Apply marketing strategies and techniques within a hospitality and tourism context
• Apply customer service techniques in a hospitality and tourism context
• Identify elements of geography and climate that affect the hospitality and tourism industry

 

Lodging Services Technical Skills

• Identify functions performed by different divisions/operations/classifications in lodging industry
• Apply understanding of guest registration, rate, room procedures, yield management
• Provide guest information services/assistance to enhance guest satisfaction (i.e., concierge services)
• Apply understanding of check-out procedures to ensure guest satisfaction and  settlement of account
• Apply understanding of housekeeping procedures to ensure guest satisfaction/operation cleanliness
• Apply knowledge of lodging operation security/legal issues to ensure guest safety and privacy

 

Academic Foundations

• Apply reading skills in a hospitality and tourism career environment
• Apply writing skills in a hospitality and tourism career environment
• Apply mathematical skills in a hospitality and tourism career environment
• Apply knowledge of economics in a hospitality and tourism career environment

 

Systems

• Describe the relationship of roles and responsibilities among hospitality and tourism professionals
• Analyze impact on hospitality and tourism systems based on influences such as changes in technology, etc.

 

Ethics and Legal Responsibilities

• Apply appropriate laws, regulations, industry standards to hospitality/tourism situations
• Identify ethical issues and demonstrate ethical behavior in hospitality and tourism situations

 

Communications

• Locate, organize, reference written information to communicate with coworkers/clients
• Develop/deliver formal/informal presentations using media to engage/inform diverse audiences
• Apply listening skills; interpret verbal/nonverbal behaviors to communicate with coworkers/clients
• Interpret and use tables, charts, and figures

 

Information Technology Applications

• Use word processing, presentation, and email applications to prepare communications
• Use spreadsheet and database applications to manage and communicate data and information

 

Problem Solving, Critical Thinking, and Decision Making

• Use problem solving/critical thinking to locate information about problems and determine causes
• Use problem solving/critical thinking; determine root causes of problems; evaluate solutions

 

Leadership and Teamwork

• Exhibit leadership qualities to improve the quality of work and the work environment
• Work effectively in a team environment to improve the quality of work and the work environment

 

Safety, Health, and Environmental

• Identify/practice appropriate safety and health procedures for hospitality and tourism occupations
• Demonstrate emergency/first-aid knowledge and procedures for hospitality and tourism occupations

 

Employability and Career Development

• Demonstrate employability skills related to a career in hospitality and tourism
• Pursue career development skills to advance in hospitality and tourism careers

 

Written Assessment:

Administration Time: 2 hours
Number of Questions: 103

Areas Covered:

General Hospitality and Tourism Technical Skills: 13%

Lodging Technical Skills: 19%

Academic Foundations: 13%

Systems: 6%

Ethic and Legal Responsibilities: 6%

Communications: 13%

Information Technology Applications: 6%

Problem Solving, Critical Thinking, and Decision Making: 7%

Leadership and Teamwork: 6%

Safety, Health, and Environmental: 6%

Employability and Career Development: 5%

 

Sample Questions:

Dividing the total consumer market into small groups of potential customers is referred to as market

1.  segmentation
2.  research
3.  integration
4.  development

 

Airlines often offer faster boarding services using

1.  electronic ticketing
2.  ATMs
3.  text messages
4.  passwords

 

When an employee is given an oral presentation, he/she should speak

1.  clearly and confidently
2.  in a low voice
3.  quickly and urgently
4.  in a monotone voice

 

Food preparation surfaces should be cleaned and sanitized

1.  after every shift
2.  twice a day
3.  after every item prepped
4.  at the end of the day

 

An appropriate job duty for a lodging security officer would be to

1.  document details surrounding an incident
2.  use physical force
3.  search the guest rooms for evidence
4. lock all individuals in a room following an incident

 

Which of the following terms is correctly spelled?

1.  gretuity
2.  cordination
3.  reservations
4.  resturant

 

An example of body language that conveys interest in what a speaker is saying is

1.  repeatedly gazing over the speaker’s shoulder
2.  crossing your arms
3.  stifling a yawn
4.  leaning forward slightly

Combining address file data with a form letter is called

1.  mail merge
2.  a personal letter
3.  a business letter
4.  auto-addressing

 

Industry standards dictate that in a hotel, front office communications should be noted in

1.  payment vouchers
2.  the guest folios
3.  accounts payable
4.  the log book

 

The concierge in a full-service hotel

1.  makes sure the hotel rooms are properly cleaned
2.  checks guests into hotel rooms
3.  offers suggestions for attractions in the area
4.  researches the target market of the hotel