Test Bank For Hotel Operations Management, 4th Edition By David K. Hayes Jack D. Ninemeier Bjorn Han

Test Bank For Hotel Operations Management, 4e (Hayes) Chapter 1-16

Chapter 1 Overview of the Hotel Industry 1) Which segment of the tourism industry includes lodging operations of all types?

A) Retail B) Hospitality C) Transportation D) Destination sites Answer: B Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) sector.

Difficulty: Easy 2) Which type of lodging operation offers its guests sleeping rooms, meeting space and complete food and beverage services?

A) Hostel B) Full-service C) Select-service D) Limited-service Answer: B Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) sector.

Difficulty: Easy 3) An ala carte menu is defined as one in which the menu items offered on it are individually A) priced.

B) served.

C) described.

D) portioned.

Answer: A Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) sector.

Difficulty: Medium 4) Which type of hotel is typically operated out of a converted home?

A) Hostel B) Full-service C) Select-service D) Bed and Breakfast Answer: D Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) 1 Copyright © 2026 Pearson Education, Inc.

sector.

Difficulty: Medium

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5) The United Nations World Tourism Organization (UNWTO) defines tourism as people "traveling to and staying in places outside their usual environment" for leisure, business, or other purposes. For travel to qualify as tourism under this definition, it must last A) less than 24 hours and less than one year.

B) more than 24 hours and less than one year.

C) less than 24 hours and more than one year.

D) more than 24 hours and more than one year.

Answer: B Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) sector.

Difficulty: Hard 6) What is the approximate size of the "average" hotel in the United States?

A) 50 rooms B) 100 rooms C) 200 rooms D) 300 rooms Answer: B Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

Difficulty: Easy 7) Which lodging industry characteristic recognizes the fact that the steps involved in preparing a guest room for sale are basically the same each time it is sold?

A) Inseparability of manufacture and sales B) Perishability C) Repetitiveness D) Labor intensive Answer: C Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

Difficulty: Easy 8) The concept of "perishability" in the hotel industry refers to the fact that A) as hotels age, their rooms become less valuable.

B) as hotels age, their rooms become more valuable.

C) if a hotel room is not rented on a specific date, its revenue for that date is lost forever.

D) if a hotel room is not rented on a specific date, its revenue for that date must be recovered on a future date.

Answer: C Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

Difficulty: Medium

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9) Which lodging industry characteristic recognizes the fact that a hotel's ability to attract and retain qualified staff members who consistently deliver excellent service is a key to the success or failure of a hotel?

A) Perishability B) Repetitiveness C) Labor intensive D) Inseparability of manufacture and sales Answer: C Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

Difficulty: Medium 10) Which lodging industry characteristic recognizes the fact that, in most cases, a hotel's GM must have expertise in one or more areas beyond that of merely selling hotel rooms?

A) Perishability B) Repetitiveness C) Labor intensive D) Inseparability of manufacture and sales Answer: D Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

Difficulty: Hard 11) What is the name for the entity responsible for managing a hotel brand or flag?

A) Franchisor B) Franchisee C) Contract company D) Third-party management company Answer: A Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Easy 12) In the hospitality industry, hotels with over 1,000 guest rooms are commonly referred to as A) mega hotels.

B) full-service hotels.

C) select-service hotels D) limited-service hotels.

Answer: A Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Easy

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13) What is an example of a staff department in a lodging operation?

A) Front Office B) Housekeeping C) Food and Beverage D) Human Resources Answer: D Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Medium 14) What is an example of a revenue center in a hotel?

A) Security department B) Accounting department C) Front Office department D) Human Resources department Answer: C Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Medium 15) What is an example of a cost center in a lodging operation?

A) Parking garage B) Front Office department C) Food and Beverage department D) Human Resources department Answer: D Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Medium 16) How is an individual hotel's "market share" typically measured in the lodging industry?

A) By the number of guest rooms sold B) By the number of hotels in a market C) By the percentage of dollars captured D) By the number of guest rooms in a market Answer: C Learning Objective: 1.3. Describe lodging property ownership, management, and organizational alternatives.

Difficulty: Hard

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17) What is the term used to describe the difference between a hotel's operating revenue and its operating expenses?

A) Room rate B) Occupancy percentage C) Average daily rate (ADR) D) Gross operating profit (GOP) Answer: D Learning Objective: 1.4. Identify current lodging industry challenges.

Difficulty: Easy 18) What is the formula lodging managers use to calculate a hotel's occupancy rate (%)?

A) Total Rooms Sold + Total Rooms Available x 100 = Occupancy rate (%) B) Total Rooms Sold - Total Rooms Available x 100 = Occupancy rate (%) C) Total Rooms Sold ÷ Total Rooms Available x 100 = Occupancy rate (%) D) Total Rooms Sold x Total Rooms Available x 100 = Occupancy rate (%) Answer: C Learning Objective: 1.4. Identify current lodging industry challenges.

Difficulty: Medium 19) A hotel had 353 rooms available for sale on a Saturday night. The hotel sold 300 rooms that night. What was the hotel's occupancy rate (%) for that Saturday?

A) 8.5% B) 11.6% C) 85.0% D) 116.6% Answer: C Learning Objective: 1.4. Identify current lodging industry challenges.

Difficulty: Medium 20) When a hotel plans to advertise its services to a very specific group of travelers, the hotel is employing principles of A) brand proliferation.

B) short term rentals.

C) market segmentation.

D) overlapping brand management.

Answer: C Learning Objective: 1.4. Identify current lodging industry challenges.

Difficulty: Hard 21) What is an example of an OTA? A) Hyatt.com B) Bookings.com C) Trumphotels.com D) Choicehotels.com Answer: B Learning Objective: 1.4. Identify current lodging industry challenges.

Difficulty: Hard 6 Copyright © 2026 Pearson Education, Inc.

22) A senior employee of a hotel who provides advice and counsel to less-experienced staff members about matters relating to a job, organization, or profession is known as A) a coach.

B) a mentor.

C) an advocate.

D) a counsellor.

Answer: B Learning Objective: 1.5. Review typical lodging industry career opportunities and effective career planning principles.

Difficulty: Easy 23) Enrollment in a formal two-year or four-year hospitality management training program is A) irrelevant to a manager's lodging career.

B) absolutely critical to a successful hospitality career.

C) not absolutely critical to a successful hospitality career.

D) absolutely critical to a successful hospitality career in multi-unit management.

Answer: C Learning Objective: 1.5. Review typical lodging industry career opportunities and effective career planning principles.

Difficulty: Medium 24) What is the term for a graphic "road map" that indicates possible career progression through a lodging organization?

A) Internship B) Mentorship C) Career ladder D) Professional development program Answer: C Learning Objective: 1.5. Review typical lodging industry career opportunities and effective career planning principles.

Difficulty: Medium 25) Which would be a typical management position found only in a multi-unit hotel management company?

A) Director of Sales B) Director of Marketing C) Convention services manager D) Regional General Manager Answer: D Learning Objective: 1.5. Review typical lodging industry career opportunities and effective career planning principles.

Difficulty: Hard

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Hotel Operations Management, 4e (Hayes) Chapter 2 The Guest Service Imperative 1) What is the term used to describe a guest's perception of the relationship between what they paid for a hospitality product or service relative to what they received for their payment?

A) Value B) Service C) Quality D) Moment of truth Answer: A Learning Objective: 2.1. Explain the importance of guest service and the need for service to be an integral part of a hotel's culture.

Difficulty: Easy 2) An integral part of a hotel's corporate culture must be an emphasis on A) staff.

B) image.

C) profits.

D) guests.

Answer: D Learning Objective: 2.1. Explain the importance of guest service and the need for service to be an integral part of a hotel's culture.

Difficulty: Medium 3) What is the first step to be taken when formally planning for the delivery of quality service in a hotel organization?

A) Establish core values B) Create a vision statement C) Complete a strategic audit D) Develop a mission statement Answer: C Learning Objective: 2.1. Explain the importance of guest service and the need for service to be an integral part of a hotel's culture.

Difficulty: Medium 4) What is the term used to describe the granting to employees the authority (power) to make key decisions within the employees' areas of responsibility?

A) Coaching B) Mentoring C) Supervising D) Empowering Answer: D Learning Objective: 2.2. Discuss the need for managers to model guest service as a core value as service processes are developed, implemented, and maintained.

Difficulty: Easy 8 Copyright © 2026 Pearson Education, Inc.

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5) Hotel managers have a significant responsibility to discover what their guests want and then A) reduce these wants.

B) satisfy these wants.

C) modify these wants.

D) hire employees that these wants.

Answer: B Learning Objective: 2.2. Discuss the need for managers to model guest service as a core value as service processes are developed, implemented, and maintained.

Difficulty: Medium 6) As guest service needs increase, a hotel's employee-to-guest ratio will typically A) decrease.

B) increase.

C) remain constant.

D) be harder to calculate.

Answer: B Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

Difficulty: Easy 7) What is an example of a universal need of all hotel guests?

A) Mini-bars B) In-room safes C) Wi-Fi access D) Clean drinking water Answer: D Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

Difficulty: Easy 8) Employee guest ratio is typically calculated as the number of hotel employees relative to the A) supervision levels in a hotel.

B) number of rooms in a hotel.

C) number of rooms sold in a hotel.

D) room revenue achieved by a hotel.

Answer: B Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

Difficulty: Medium

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9) As hotel guest expectations increase, hotels can typically A) decrease their prices.

B) increase their prices.

C) decrease the number of rooms they must sell.

D) increase the number of rooms they must sell.

Answer: B Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

Difficulty: Medium 10) A 150-room hotel employs 30 workers. What is this hotel's employee to guest ratio?

A) 1:3 B) 1:4 C) 1:5 D) 1:6 Answer: C Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

Difficulty: Hard 11) Which is term for a tactic, process, or program used by a hotel that is desired by guests but not offered by the hotel's competitors?

A) Span of control B) Empowerment C) Quality service D) Competitive edge Answer: D Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

Difficulty: Easy 12) Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?

A) Train and empower staff B) Implement revised systems C) Consider the guest being served D) Develop procedures to deliver what guests desire Answer: C Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

Difficulty: Easy

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13) Cross-functional teams are made up of hotel employees A) of different ages.

B) from different departments.

C) with different years of experience.

D) who are paid different hourly amounts.

Answer: B Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

Difficulty: Medium 14) When they engage in benchmarking hotel managers seek to find A) new customers.

B) cost cutting techniques.

C) high-quality employees.

D) best industry practices.

Answer: D Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

Difficulty: Medium 15) Which is the final step in ensuring the consistent delivery of quality service?

A) Train and empower staff B) Implement new delivery systems C) Consider the guest being served D) Evaluate and modify service delivery systems Answer: D Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

Difficulty: Hard 16) Moments of truth are impressions that are formed by hotel A) staff.

B) guests.

C) owners.

D) managers.

Answer: B Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

Difficulty: Easy

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17) Hotel owners will want their guests to have A) as few moments of truth as possible.

B) as many moments of truth as possible.

C) as few positive moments of truth as possible.

D) as many positive moments of truth as possible.

Answer: D Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

Difficulty: Easy 18) Word-of-mouth advertising originates from a hotel's A) staff.

B) guests.

C) owners.

D) managers.

Answer: B Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

Difficulty: Easy 19) For a hotel, word of mouth advertising A) is always positive.

B) is always negative.

C) can be positive or negative.

D) is neither positive nor negative.

Answer: C Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

Difficulty: Medium 20) A goal of no guest-related complaints established after guest service processes are implemented is referred to as A) zero defects.

B) corporate culture.

C) a mission statement.

D) positive reinforcement.

Answer: A Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

Difficulty: Hard

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21) "Employer of choice" refers to the concept that a hotel is the preferred place of employment in the community for applicants A) with little chance of finding a job.

B) with extensive industry experience.

C) who have minimal industry experience.

D) who have alternative employment opportunities.

Answer: D Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

Difficulty: Easy 22) What is the formula managers use to calculate their employee turnover rate?

A) Number of Employees Separated ( ÷ ) Number of Employees in the Workforce B) Number of Employees Separated ( x ) Number of Employees in the Workforce C) Number of Employees Separated ( + ) Number of Employees in the Workforce D) Number of Employees Separated ( - ) Number of Employees in the Workforce Answer: A Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

Difficulty: Medium 23) Service recovery tactics should be used when a guest A) experiences high quality service levels.

B) experiences a positive moment of truth.

C) provides positive feedback during a current visit to a hotel.

D) provides negative feedback during a current visit to a hotel.

Answer: D Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

Difficulty: Medium 24) When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?

A) Before the guest checks in B) Within 1 week of the guest's departure C) While the guest is still on the property D) Within 24 hours of the guest's departure Answer: C Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

Difficulty: Medium

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25) A hotel has 50 employees. In a specific time period the hotel experienced the separation of 15 employees. What was the hotel's employee turnover rate for this time period?

A) 5% B) 15% C) 30% D) 50% Answer: C Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 3 The Hotel General Manager 1) What is the term used to describe the formal communication between a hotel's GM and those who own the hotel?

A) Investor relations B) Standards modeling C) Brand management D) Property management Answer: A Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Easy 2) In the hospitality industry, the term FF&E refers to furniture, fixtures and A) electricity.

B) equipment.

C) engineering.

D) environment.

Answer: B Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Easy 3) Who would most likely be a member of a hotel's EC? A) Room attendant B) Guest service agent C) Franchise brand manager D) Food and Beverage Director Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Easy 4) What area of management most requires GMs to work with their hotels' accounting staff?

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C) Staffing/ Directing D) Controlling/Evaluating Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Medium

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5) When GMs participate in charity events and fundraisers held at their hotels they are primarily working in the area of A) investor relations.

B) community relations.

C) property management.

D) brand affiliation management.

Answer: B Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Medium 6) What is the first step in the management process?

A) Planning B) Organizing C) Staffing/Directing D) Controlling/Evaluating Answer: A Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Medium 7) Who would most likely assign a hotel its quality inspection score?

A) The hotel's GM B) The hotel's EC C) The hotel's owners D) The hotel's brand managers Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Medium 8) Which management processes directly relates to arranging and deploying resources in ways that most efficiently achieve a hotel's goals?

A) Planning B) Organizing C) Staffing/Directing D) Controlling/Evaluating Answer: B Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Hard

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9) Which management processes would be utilized to assess the effectiveness of a new marketing program recently implemented in a hotel?

A) Planning B) Organizing C) Staffing/Directing D) Controlling/Evaluating Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

Difficulty: Hard 10) In which academic program would students earn an associate degree in hospitality management?

A) OJT B) Two-year C) Four-year D) Graduate Answer: B Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Easy 11) A typical graduate degree in hospitality management requires the completion of an undergraduate degree and A) 1 month to 5 months additional study.

B) 6 months to 11 months additional study.

C) 12 months to 24 months additional study.

D) 25 months to 36 months additional study.

Answer: C Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Medium 12) Which industry certification is typically the most often sought after, and acquired, by hotel GMs? A) CHA B) CFBE C) CLSS D) CHRM Answer: A Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Medium

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13) OJT in the hotel industry has most recently focused on changes in guest preferences and A) hotel financing.

B) brand management.

C) advancing technology.

D) employee relations management.

Answer: C Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Medium 14) Attendance at association-sponsored trade shows allows hotel GMs to interact with potential A) vendors.

B) employers.

C) employees.

D) brand managers.

Answer: A Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Medium 15) What is the type of data analysis that examines data sets in an effort to better understand past events?

A) Descriptive analysis B) Diagnostic analysis C) Predictive analysis D) Prescriptive analysis Answer: A Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Hard 16) What is the organization that was developed specifically to meet the training and professional development needs of hospitality industry professionals?

A) PCMA B) HSMA C) AHLEI D) AAHOA Answer: C Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Hard

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17) What is the type of data analysis that examines historical data to forecast what is likely to happen in the future?

A) Descriptive analysis B) Diagnostic analysis C) Predictive analysis D) Prescriptive analysis Answer: C Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. Difficulty: Hard 18) A job description is a detailed explanation of a job that typically includes a position summary, specific job duties, and A) the pay rate for the position.

B) a listing of candidate specifications.

C) a description of hours required to be worked.

D) The name of the individual to whom the position reports.

Answer: B Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Easy 19) Who will most often create the job description for an individual hotel's GM? A) The hotel's EC B) The hotel's owner C) The hotel's franchisor D) The hotel's brand managers Answer: B Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Easy 20) A common use of GM job descriptions is to A) establish pay rates.

B) identify training needs.

C) make EOC assignments.

D) advertise job vacancies.

Answer: D Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Easy

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21) What is a statement that most accurately reflects the daily work assignments of select-service and full-service hotel GMs? A) They have much in common, but their daily activities vary greatly.

B) They have little in common, but their daily activities are identical.

C) They have little in common, and their daily activities vary greatly.

D) They have much in common, and their daily activities are identical.

Answer: A Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Medium 22) What is a task that would more likely be undertaken by a select-service hotel GM than a full-service hotel GM? A) Community relations B) Guest room inspections C) Attendance at EC meetings D) Brand affiliation management Answer: B Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Medium 23) What is a task that would more likely be undertaken by a full-service hotel GM than a select-service hotel GM? A) Interview candidates for DOSM vacancy B) Interview candidates for Executive Chef vacancy C) Interview candidates for Front Office Manager vacancy D) Interview candidates for Executive Housekeeper vacancy Answer: B Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Medium 24) What is another term for the candidate qualifications that are commonly listed in a job description for a hotel GM? A) Candidate experience B) Candidate knowledge C) Candidate proficiency D) Candidate specifications Answer: D Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Hard

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25) When compared to the job description of a select-service hotel GM, the job description for a full-service hotel GM will typically be written in more A) general terms.

B) detailed terms.

C) complex language.

D) simplified language.

Answer: A Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 4 General Managers are Leaders 1) In the hotel business, "human relations" is the term commonly used to refer to the skills needed to understand and effectively A) manage staff.

B) generate a profit.

C) service hotel guests.

D) interact with other people.

Answer: D Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

Difficulty: Easy 2) The ability to forecast future demand for guest rooms is an example of a GM's A) conceptual skills.

B) technical skills.

C) administrative skills.

D) interpersonal skills.

Answer: B Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

Difficulty: Medium 3) What skills are most needed when GMs must make marketing decisions in response to new competitors opening hotels in the GMs' immediate market areas?

A) Technical skills B) Conceptual skills C) Interpersonal skills D) Administrative skills Answer: B Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

Difficulty: Medium 4) Effectively negotiating with vendors and suppliers is an example of a GM utilizing their A) technical skills.

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B) conceptual skills.

C) administrative skills.

D) interpersonal skills.

Answer: D Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

Difficulty: Medium

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5) The hospitality industry is labor intensive. That means that businesses in the industry will A) find it easy to make a profit.

B) find it difficult to make a profit.

C) require few staff members to operate properly.

D) require many staff members to operate properly.

Answer: D Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

Difficulty: Hard 6) Reorganizing hotel departments or work sections within hotel departments is a process referred to as A) mentoring.

B) downsizing.

C) reengineering.

D) administration.

Answer: C Learning Objective: 4.2. Describe the need for hotel GMs to effectively manage during times of change.

Difficulty: Easy 7) Most hotel GMs face change-related challenges caused by A) a decrease in business volume.

B) an increase in business volume.

C) a decreasingly diverse workforce.

D) an increasingly diverse workforce.

Answer: D Learning Objective: 4.2. Describe the need for hotel GMs to effectively manage during times of change.

Difficulty: Easy 8) One task of hotel GMs is to improve quality while, at the same time, A) decreasing productivity.

B) increasing productivity.

C) encouraging downsizing.

D) discouraging downsizing.

Answer: B Learning Objective: 4.2. Describe the need for hotel GMs to effectively manage during times of change.

Difficulty: Medium

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9) What is an example of a contemporary, rather than a traditional, managerial approach or viewpoint to employee supervision?

A) Strict hierarchy of control B) Manager-focused work units C) Empowerment of workers D) Short-term human resource strategies Answer: C Learning Objective: 4.2. Describe the need for hotel GMs to effectively manage during times of change.

Difficulty: Hard 10) What is an example of a front-of-house employee?

A) Cook B) Baker C) Server D) Dishwasher Answer: C Learning Objective: 4.3. Discuss how GMs help establish an organizational culture that promotes success.

Difficulty: Easy 11) What is an example of an employee reward that increases operating costs?

A) Promotions B) Expressions of respect C) Thanks for a job well done D) Requests for employee ideas Answer: A Learning Objective: 4.3. Discuss how GMs help establish an organizational culture that promotes success.

Difficulty: Medium 12) What is an example of an employee reward that does not increase operating costs?

A) Bonuses B) Promotions C) Wage increase D) Requests for employee ideas Answer: D Learning Objective: 4.3. Discuss how GMs help establish an organizational culture that promotes success.

Difficulty: Medium

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13) The ways new hotel employees are welcomed and led are primarily established by a hotel's A) service level.

B) brand managers.

C) organizational culture.

D) geographic location.

Answer: C Learning Objective: 4.3. Discuss how GMs help establish an organizational culture that promotes success.

Difficulty: Hard 14) What is the term used to describe the overall process by which a new employee is welcomed and integrated into a hotel?

A) Induction B) Orientation C) Recruitment D) Onboarding Answer: D Learning Objective: 4.4. Review procedures to ensure that employees' initial, ongoing, and last experiences with the hotel reflect its organizational culture.

Difficulty: Easy 15) An individual seeking employment at a hotel will most often have their first contact with the hotel during A) induction.

B) orientation.

C) recruitment.

D) onboarding.

Answer: C Learning Objective: 4.4. Review procedures to ensure that employees' initial, ongoing, and last experiences with the hotel reflect its organizational culture.

Difficulty: Easy 16) Offboarding refers to the formal process used when an employee A) is cross-trained.

B) requests time off.

C) leaves the employment of the hotel.

D) is selected for a cross-functional team.

Answer: C Learning Objective: 4.4. Review procedures to ensure that employees' initial, ongoing, and last experiences with the hotel reflect its organizational culture.

Difficulty: Medium

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17) What is an example of an employee characteristic that would indicate diversity in a workgroup?

A) Height B) Weight C) Hair length D) Sexual orientation Answer: D Learning Objective: 4.4. Review procedures to ensure that employees' initial, ongoing, and last experiences with the hotel reflect its organizational culture.

Difficulty: Hard 18) In most cases, nonprogrammed decisions that require creativity are A) repetitive.

B) made frequently.

C) made infrequently.

D) routinely forced to be made.

Answer: C Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

Difficulty: Easy 19) The standards used to judge "rightness," or "fairness" in an individual's dealings with others is referred to as A) ethics.

B) justice.

C) morals.

D) integrity.

Answer: A Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

Difficulty: Easy 20) What is an example of horizontal communication?

A) A department head talks to a supervisor B) A supervisor talks to one of their employees C) A general manager talks to a front office manager D) A department head talks to another department head Answer: D Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

Difficulty: Medium

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21) What is an example of a disadvantage associated with team decision making?

A) It can be time consuming.

B) Decisions made will be easier to implement.

C) More creative alternatives can be generated.

D) There can be issues related to improved employee morale.

Answer: A Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

Difficulty: Hard 22) What is the term used to describe a process whose goal is helping staff members and a hotel's management team reach their highest possible levels of performance?

A) Training B) Coaching C) Managing D) Delegating Answer: B Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

Difficulty: Hard 23) What is an example of a GM's positive interactions with hotel employees?

A) Terminating a staff member B) Mentoring younger workers C) Taking disciplinary action against an employee D) Assigning extra work to cover a no-show employee Answer: B Learning Objective: 4.6. Provide examples of routine activities performed by hotel GMs. Difficulty: Easy 24) What is an example of a GM's negative interaction with hotel guests?

A) Interacting with frequent stay guests B) Interacting with guests celebrating special occasions C) Interacting with guests as peers in professional meetings D) Interacting with irate guests stranded by adverse travel conditions Answer: D Learning Objective: 4.6. Provide examples of routine activities performed by hotel GMs. Difficulty: Medium

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25) GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they A) interact with angry guests.

B) work 5 to 6 days per week.

C) interact with line-level employees.

D) work an excessive number of hours per week.

Answer: D Learning Objective: 4.6. Provide examples of routine activities performed by hotel GMs. Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 5 Human Resources 1) Human resources (HR) responsibilities in larger hotels are split between the HR department and A) the general manager.

B) local governmental employment agencies.

C) operating managers in staff departments.

D) operating managers in line departments.

Answer: D Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

Difficulty: Easy 2) Which type of positions in a hotel are filled by employees who are technical specialists that provide advice to but do not make decisions for persons in line positions?

A) Staff B) Managers C) Supervisors D) Back-of-house personnel Answer: A Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

Difficulty: Easy 3) What is an example of a staff position in a hotel?

A) General Manager B) Food and Beverage Director C) Director of Sales and Marketing D) Director of Human Resources Answer: D Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

Difficulty: Medium 4) Who would most typically serve as the Director of Human Resources in a small hotel?

A) General Manager B) Front Office Manager C) Food and Beverage Director 29 Copyright © 2026 Pearson Education, Inc.

D) Director of Sales and Marketing Answer: A Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

Difficulty: Medium

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5) What is the term that has historically been used in the hospitality industry to refer to human resources management?

A) Staff management B) Worker management C) Employee management D) Personnel management Answer: D Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

Difficulty: Hard 6) In most hotels, the Human Resources Director will report directly to the hotel's A) owners.

B) brand managers.

C) general manager.

D) Executive Committee (EC).

Answer: C Learning Objective: 5.2. Describe typical responsibilities of human resource personnel.

Difficulty: Easy 7) In most hotels, the Human Resources Director will A) be a co-owner.

B) serve as the rooms manager.

C) serve as the assistant general manager.

D) be a member of the Executive Committee (EC).

Answer: D Learning Objective: 5.2. Describe typical responsibilities of human resource personnel.

Difficulty: Easy 8) What is a task that would normally be performed by an HR professional working in a hotel?

A) Hire staff B) Terminate staff C) Promote staff members D) Record changes in worker status Answer: D Learning Objective: 5.2. Describe typical responsibilities of human resource personnel.

Difficulty: Medium 9) When assessing the employment history of qualified Human Resource (HR) Directors it is most often true that A) it will include an employment law background.

B) it will include a formal degree in HR management.

C) it will include time served as a hotel department head.

D) it will vary because there is no single best background for an HR Director.

Answer: D Learning Objective: 5.2. Describe typical responsibilities of human resource personnel.

Difficulty: Hard 31 Copyright © 2026 Pearson Education, Inc.

10) Bona fide occupational qualifications (BFOQs) are those job qualifications A) established by the courts.

B) established by a hotel's owners.

C) determined by a hotel's general manager.

D) necessary to perform all required tasks safely and adequately.

Answer: D Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Easy 11) Which would be a legitimate BFOQ for the job of a cocktail waitress in a casino bar?

A) Being female B) Being attractive C) Being at least five feet tall D) Being of legal age to serve alcohol Answer: D Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Easy 12) The information requested on a job application should focus exclusively on A) job qualifications.

B) availability to work.

C) employment history.

D) salary or hourly pay requirements.

Answer: A Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Medium 13) The Immigration Reform and Control Act (IRCA) of 1986 prohibits employers from knowingly hiring those job applicants who A) have only a green card.

B) are not citizens of the United States.

C) were born outside the United States.

D) are not authorized to work in the United States.

Answer: D Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Medium

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14) At what age are workers protected from discrimination because of the provisions of the Age Discrimination in Employment Act? A) 35 B) 40 C) 45 D) 50 Answer: B Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Hard 15) Assuming no antidiscrimination laws have been violated, at-will employment allows an employer to fire a worker A) only after one week's notice.

B) at any time and without notice.

C) only after giving 24 hour notice.

D) only after giving two weeks' notice.

Answer: B Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

Difficulty: Hard 16) What is another name for a hotel's employee handbook?

A) Employer's guide B) Employee manual C) Employment agreement D) Employer's statement of job conditions Answer: B Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Easy 17) What is an example of an employee benefit in a hotel?

A) Tips B) Wages C) Salary D) Paid time off Answer: D Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Easy

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18) An "exempt" employee in a hotel is one that is A) subject to the provisions of the Americans with Disabilities Act (ADA).

B) not subject to the provisions of the Americans with Disabilities Act (ADA).

C) subject to the minimum wage or overtime provisions of the Fair Labor Standards Act (FLSA).

D) not subject to the minimum wage or overtime provisions of the Fair Labor Standards Act (FLSA).

Answer: D Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Medium 19) The FLSA requires that most employees in the United States be paid at least the federal minimum wage for all hours worked and overtime pay at time and one-half the regular rate of pay for all hours worked over A) 30 hours in a workweek.

B) 35 hours in a workweek.

C) 40 hours in a workweek.

D) 45 hours in a workweek.

Answer: C Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Medium 20) What is the second step in a 4-step progressive discipline program?

A) Suspension B) Written reprimand C) Oral warning (with entry in employee's record) D) Oral warning (with no entry in employee's record) Answer: C Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Hard 21) The two major approaches to assessing employee performance in a hotel are comparison to a standard and comparison to A) other employees.

B) industry averages.

C) worker expectations.

D) employer expectations.

Answer: A Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

Difficulty: Hard

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22) In the United States, what is the law that prohibits sexual and other types of harassment at work?

A) Civil Rights Act B) Fair Labor Standards Act C) Equal Rights Amendment D) National Labor Relations Act Answer: A Learning Objective: 5.5. Review the role of the human resources department in protecting the safety and security of hotel employees, workforce and work quality improvements, and the planning of future staffing needs.

Difficulty: Easy 23) Quid pro quo sexual harassment occurs when a supervisor behaves or demands actions from an employee that forces the employee to decide between giving in to the sexual demands or A) filing a lawsuit.

B) being insulted.

C) suffering negative consequences.

D) asking to be transferred to another job.

Answer: C Learning Objective: 5.5. Review the role of the human resources department in protecting the safety and security of hotel employees, workforce and work quality improvements, and the planning of future staffing needs.

Difficulty: Medium 24) Any act in which a person is threatened, intimidated, abused, or assaulted in a place of employment is considered A) harassment.

B) sexual harassment.

C) workplace violence.

D) quid pro quo harassment Answer: C Learning Objective: 5.5. Review the role of the human resources department in protecting the safety and security of hotel employees, workforce and work quality improvements, and the planning of future staffing needs.

Difficulty: Medium

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25) Working with line managers to implement on-going programs that allow employees to gain additional job-related knowledge and skills leading to more responsible and higher-paying jobs within the hotel is an example of A) succession planning.

B) cultural diversity initiatives.

C) quality improvement programs.

D) professional development activities.

Answer: D Learning Objective: 5.5. Review the role of the human resources department in protecting the safety and security of hotel employees, workforce and work quality improvements, and the planning of future staffing needs.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 6 Accounting 1) What is the formula used to calculate business profits?

A) Revenue (+) Expenses = Profits B) Revenue (-) Expenses = Profits C) Expenses (+) Revenue = Profits D) Expenses (-) Revenue = Profits Answer: B Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Easy 2) The bookkeeping and accounting tasks performed at hotel's front desk are considered A) property accounting.

B) back-office accounting.

C) front-office accounting.

D) managerial accounting.

Answer: C Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Easy 3) In a business, the primary purpose of bookkeeping is to A) record financial transactions.

B) analyze financial transactions.

C) record monthly financial statements.

D) analyze monthly financial statements.

Answer: A Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Medium 4) What is the name of the accounting procedures suggested for use in the hotel industry?

A) USR 36 Copyright © 2026 Pearson Education, Inc.

B) USL C) USAH D) USALI Answer: D Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Medium

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5) What is the purpose of generally accepted accounting principles (GAAP)?

A) Increase profits B) Reduce expenses C) Ensure uniformity D) Provide flexibility Answer: C Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Medium 6) Which activity is a bookkeeping activity?

A) Calculate month-to-date ADR B) Record the sale of a guest room C) Assemble monthly P&L statements D) Assess hotel cash flow from investing activities Answer: B Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Hard 7) What is the fundamental purpose of the Sarbanes-Oxley Act? A) Reward innovation in accounting B) Standardize accounting procedures C) Standardize bookkeeping procedures D) Penalize fraudulent accounting practices Answer: D Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

Difficulty: Hard 8) What is the primary purpose of a hotel controller?

A) Advising the GM on pricing decisions B) Serving as the chairperson of the EC C) Managing the hotel's payroll and benefits costs D) Overseeing bookkeeping and accounting procedures Answer: D Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Easy

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9) Who would most often decide if a hotel used a centralized or a decentralized accounting system?

A) Hotel GM B) Hotel owner C) Hotel controller D) Hotel brand managers Answer: B Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Medium 10) What is an example of a property that would most likely use a decentralized accounting system?

A) A single hotel owned and operated by a single individual B) A hotel owned and operated by a single individual who owns 20 hotels C) A hotel owned and operated by a real estate company that owns and operates 20 hotels D) A hotel owned and operated by a franchise company that owns and operates 20 of its own hotels Answer: A Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Medium 11) In a very large hotel property utilizing a decentralized accounting system the hotel's controller is most likely to be a A) CHA B) CPA C) CFBE D) USAL Answer: B Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Medium 12) In which type of accounting system would a hotel's data be combined with data from other hotels prior to its analysis?

A) Centralized B) Decentralized C) GAAP system D) USALI system Answer: A Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Hard

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13) Who would be the best person to conduct an audit of a hotel's financial procedures?

A) The hotel's GM B) The hotel's controller C) An independent and qualified CHA D) An independent and qualified CPA Answer: D Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

Difficulty: Hard 14) What is the financial tool that would help a GM determine the best time to temporarily close a large number of guest rooms for their renovation?

A) Audit B) Budget C) Revenue forecast D) Statement of cash flows Answer: C Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Easy 15) What is the financial tool that is an estimate of a hotel's future sales and expenses?

A) P&L B) Budget C) Balance sheet D) Income statement Answer: B Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Easy 16) What is the purpose of coding hotel expenses?

A) Reduce per guest operating costs B) Assign costs to specific hotel areas C) Increase the speed of invoice payment D) Decrease the speed of invoice payment Answer: B Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Easy

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17) What is the formula accountants use to create a hotel's balance sheet?

A) Assets = Liabilities - Owners' equity B) Assets = Liabilities + Owners' equity C) Assets = Liabilities ÷ Owners' equity D) Assets = Liabilities x Owners' equity Answer: B Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium 18) What type of budget would be best used for scheduling needed capital expenditures?

A) Weekly B) Monthly C) Annual D) Long range Answer: D Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium 19) A hotel's accounts receivables (AR) balance increases when A) products and services are sold to customers on credit.

B) invoices for products purchased by the hotel are paid.

C) legitimate invoices have been received by a hotel for payment.

D) customers who have been sold products and service on credit pay their bills.

Answer: A Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium 20) A hotel's accounts payable (AP) balance increases when A) products and services are sold to customers on credit.

B) invoices for products purchased by the hotel are paid.

C) legitimate invoices have been received by a hotel for payment.

D) customers who have been sold products and service on credit pay their bills.

Answer: C Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium

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21) What is the document that reports the financial performance of a hotel for the specific time period addressed by the document?

A) Balance sheet B) Income statement C) Long range budget D) Statement of cash flows Answer: B Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium 22) What is the document that report the value of a business at a single point in time?

A) Balance sheet B) Income statement C) Long-range budget D) Statement of cash flows Answer: A Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Medium 23) On June

a hotel's balance sheet shows assets of $8,400,000 and owners' equity of

$2,000,000. What is the amount of the hotel's liabilities on June ?

A) $4,400,000 B) $6,400,000 C) $8,400,000 D) $10,400,000 Answer: B Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Hard 24) A hotel owner takes out a loan to fund the renovation of some of their guest rooms. On this hotel's statement of cash flows (SCF), the money from this loan will be reflected as cash from A) investing activities.

B) operating activities.

C) financing activities.

D) furniture, fixtures, and equipment (FF&E) activities.

Answer: C Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Hard

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25) What is the factor that can result in employee theft, and over which management has the greatest control?

A) Need B) Motive C) Opportunity D) Rationalization Answer: C Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 7 Revenue Management 1) The number of rooms of all types available for sale by a hotel is referred to as the hotel's A) rooms level.

B) rooms inventory.

C) product placement.

D) product assortment.

Answer: B Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Easy 2) A company has a negotiated rate agreement with a hotel. What is the term used to identify, in advance, days in which the company's negotiated rate will not be honored by the hotel?

A) Full date B) Sold date C) Refusal date D) Restricted date Answer: D Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Easy 3) A hotel sold 185 group room nights to 50 guests. What will be the hotel's length of stay (LOS) for this sale?

A) 2.7 night LOS B) 3.7 night LOS C) 4.7 night LOS D) 5.7 night LOS Answer: B Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Medium 4) A hotel's revenue per available room (RevPAR) is determined by the rate at which rooms are sold and 43 Copyright © 2026 Pearson Education, Inc.

A) the number of rooms that are sold.

B) the time at which the rooms are sold.

C) the season in which the rooms are sold.

D) the distribution channel from which the rooms are sold.

Answer: A Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Medium

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5) Who manages a hotel's central reservation system (CRS) in a branded hotel?

A) Hotel GM B) Hotel franchisor C) Hotel revenue manager D) Hotel front office manager Answer: B Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Medium 6) A fade rate may be appropriate for use by a hotel when A) rate resistance is encountered.

B) rate resistance is not encountered.

C) room supply equals room demand.

D) room demand exceeds room supply.

Answer: A Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Medium 7) In the hotel industry, compression dates are defined as times in which rooms demand results is occupancy levels projected to be A) below 50%.

B) 55% to 65%.

C) 70% to 90%.

D) above 95%.

Answer: D Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Medium 8) Rack rate is the rate at which a hotel will price its rooms when A) the use of fade rates in ineffective.

B) best available rates (BAR) are sold out.

C) no discounts of any type are offered to guests.

D) demand for group rooms exceeds demand for transient rooms.

Answer: C Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Hard

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9) A hotel has 400 rooms and its owners have put it up for sale for $120.5 million dollars. At that price, and using the $1.00 per thousand formula, what is the approximate room rate (ADR) that should be achieved by the hotel?

A) $250 B) $300 C) $350 D) $400 Answer: B Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

Difficulty: Hard 10) What factor will most affect the daily fluctuation of a hotel's room rates?

A) Room supply B) Room demand C) Room rate codes D) Room fade rates Answer: B Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Easy 11) Revenue managers are primarily responsible for optimizing a hotel's ADR and its A) fade rate.

B) CTA rate.

C) negotiated room rates.

D) occupancy percentage.

Answer: D Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Easy 12) When must a hotel walk an arriving guest?

A) When the hotel is overbooked B) When the hotel is under-booked C) When forecasted demand is low D) When forecasted demand is high Answer: A Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Easy

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13) What is the formula revenue mangers use to calculate their hotels' RevPAR? A) Occupancy % + ADR = RevPAR B) Occupancy % - ADR = RevPAR C) Occupancy % x ADR = RevPAR D) Occupancy % ÷ ADR = RevPAR Answer: C Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Medium 14) What industry is credited with being one of the first to vary pricing in response to strong changes in demand?

A) Airline B) Lodging C) Car rental D) Ride share Answer: A Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Medium 15) What is the denominator in the formula revenue managers use to calculate gross operating profit per available room (GOPAR)?

A) ADR B) Total rooms sold C) Total operating revenue D) Total rooms available to be sold Answer: D Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Medium 16) A subject hotel achieved an occupancy rate of 80% this month. This month the hotel's competitive set achieved an occupancy rate of 64%. What is the subject hotel's occupancy index for this month?

A) 80 B) 114 C) 125 D) 144 Answer: C Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Hard

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17) A subject hotel achieved an ADR index of 140 this month. This month its competitive set achieved an ADR of $210. What was the subject hotel's ADR for the month?

A) $150.00 B) $194.00 C) $250.00 D) $294.00 Answer: D Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Hard 18) A subject hotel achieved a RevPAR index of 80 this month. This month its competitive set achieved a RevPAR of $200. What was the subject hotel's RevPAR for this month?

A) $110 B) $160 C) $210 D) $260 Answer: B Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

Difficulty: Hard 19) Who are the customers of travel wholesalers?

A) Guests B) Hotels C) Travel agents D) Third party web sites Answer: C Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Easy 20) What is the travel-related industry that created the global distribution system (GDS)?

A) Hotel B) Airline C) Restaurant D) Car rental Answer: B Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Easy

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21) The type of guest for which hotels will pay the lowest reservation fees is the guest that A) is a walk-in.

B) used a brand's 800 number.

C) was booked by a travel agent.

D) was made using a mobile app.

Answer: A Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Easy 22) What is the denominator in the formula revenue managers use to calculate their Net ADR yield?

A) Faded rate B) Negotiated rate C) Room rate paid D) Best available rate (BAR) Answer: C Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Medium 23) Typically, a hotel's highest net ADR yield will be achieved when reservations are booked A) on the GDS. B) by a travel agent C) by a third party Web site D) on the hotel's own website.

Answer: D Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Medium 24) In which type of Internet sales model do hotel guests make a bid that represents the amount they are willing to pay for a hotel room?

A) Agency B) Opaque C) Merchant D) Leverage Answer: B Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Hard

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25) A hotel will achieve a 75% Net ADR yield on a reservation supplied by one of its third-party website partners. The room was reserved at a room rate of $180 per night. What is the amount of per night reservation generation fees the hotel will pay for this reservation?

A) $15.00 B) $30.00 C) $45.00 D) $60.00 Answer: C Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 8 Sales and Marketing 1) Who most often negotiates group sales contracts on behalf of a hotel?

A) GM B) FOM C) Owner D) DOSM Answer: D Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

Difficulty: Easy 2) The pricing its products and services is an example of a hotel's A) sales activities.

B) advertising efforts.

C) marketing activities.

D) promotional activities.

Answer: C Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

Difficulty: Easy 3) The act of reserving a hotel's ballroom for a guest's 50th. anniversary party is an example of a hotel's A) sales activities.

B) advertising efforts.

C) marketing activities.

D) promotional activities.

Answer: A Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

Difficulty: Medium 4) What is the primary goal of a local chamber of commerce?

A) Influence business tax policy B) Advance business interests in the community 50 Copyright © 2026 Pearson Education, Inc.

C) Supplement hotel marketing efforts in the community D) Advance the level of tourism-related marketing efforts in the community Answer: B Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

Difficulty: Medium

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5) Convention and Visitors Bureaus (CVBs) are typically funded by A) state sales taxes.

B) hotel occupancy taxes.

C) hotel membership fees.

D) Chamber of Commerce grants.

Answer: B Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

Difficulty: Hard 6) In the hotel industry, a subset of guests with common needs or characteristics is referred to as A) a group.

B) transient travelers.

C) frequent stay guests.

D) a demand segment.

Answer: D Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Easy 7) A hotel books a local teacher's association for a three day meeting. To what subdivision of guests will the hotel's DSOM likely record this business?

A) Group B) SMERF C) Leisure D) Corporate Answer: B Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Medium 8) A hotel sales manager has been assigned by their DOSM to work with the SMERF market. As a result, the sales manager will primarily be working with A) travel agents.

B) group markets.

C) corporate clients.

D) long-term stay guests.

Answer: B Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Medium

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9) What is the hotel industry term for a travel agency that interacts with its own customers only, or primarily, via the Internet?

A) OTA B) ASTA C) Travel wholesaler D) Transparent agency Answer: A Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Medium 10) A hotel booked a group that reserved 40 rooms for 5 nights. The group used 35 rooms for 4 nights. What was this group's pickup?

A) 35 rooms B) 40 rooms C) 140 rooms D) 200 rooms Answer: C Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Hard 11) Organizing a hotel's sales and marketing effort by product sold makes the most sense when the A) variety of products sold by the hotel is limited.

B) variety of products sold by the hotel is extensive.

C) number of customers served by the hotel is large.

D) number of customers served by the hotel is small.

Answer: B Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

Difficulty: Hard 12) What is an activity would be listed in a hotel's marketing plan?

A) Selling clean rooms B) Providing friendly service C) Placing an advertisement in CVB guide D) Maintaining facilities is excellent condition Answer: C Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

Difficulty: Easy

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13) The use of brochures, highway signs, and exterior signage on the building are examples of a hotel's A) publicity efforts.

B) promotion efforts.

C) advertising efforts.

D) public relations efforts.

Answer: C Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

Difficulty: Easy 14) What type of marketing activity is provided to hotels at no cost?

A) Publicity B) Promotion C) Advertising D) Public relations Answer: A Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

Difficulty: Medium 15) What type of marketing activity can often be used to counter negative publicity?

A) Sales B) Promotion C) Advertising D) Public relations Answer: D Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

Difficulty: Medium 16) What is the factor most often used to gauge the effectiveness of a hotel GM? A) Their hotel's ADR B) Their hotel's sales volume C) The amount spent on advertising D) The quality of their marketing plan Answer: B Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

Difficulty: Hard

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17) GMs best monitor their hotels' marketing efforts by assessing the three key areas of on-property activities, web-based activities, and A) local marketing activities.

B) social-media-oriented activities.

C) franchisor-based marketing activities.

D) sales and marketing committee activities.

Answer: B Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

Difficulty: Easy 18) What are the two departments a hotel's Rooms Division Manager is typically responsible for managing?

A) Front office and Housekeeping B) Front office and Food and Beverage C) Front office and Sales and Marketing D) Food and Beverage and Housekeeping Answer: A Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

Difficulty: Easy 19) Who would submit an RFP to a hotel?

A) GM B) Client C) Owner D) Franchisor Answer: B Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

Difficulty: Medium 20) Cold calling is the process of visiting potential clients without A) an appointment.

B) a marketing plan.

C) a purpose for the call.

D) a basic familiarity with the potential client.

Answer: A Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

Difficulty: Medium

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21) An effective trace system in a hotel will always include A) an accurate rooms inventory.

B) a contact management component.

C) a customer relations management (CRM) component.

D) a record of past ADR and occupancy percentage indices.

Answer: B Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

Difficulty: Hard 22) The two most commonly used tools to evaluate the effectiveness of a hotel's sales effort are externally produced competitive set reports and the A) P&L. B) pace report.

C) manager's daily.

D) occupancy forecast.

Answer: B Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

Difficulty: Easy 23) A hotel achieved an occupancy rate of 90.2 % this May. Last May the hotel achieved an 82.0% occupancy. What was the amount of this hotel's percentage change in occupancy this year when compared to last year?

A) +8.2% B) -8.2% C) +10% D) -10% Answer: C Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

Difficulty: Medium 24) What is always true when a hotel has a RevPAR index above 100?

A) The hotel's ADR is lower than its competitive set.

B) The hotel's ADR is higher than its competitive set.

C) The hotel is out performing its competitive set.

D) The hotel is under performing its competitive set.

Answer: C Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

Difficulty: Hard

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25) The STR report for a manager's hotel indicates that last month the hotel achieved an ADR Index of 110. The manager's competitive set achieved an ADR of $180. What was the ADR of the manager's hotel last month?

A) Between $170 and $179 B) Between $180 and $189 C) Between $190 and $199 D) Between $200 and $209 Answer: C Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 9 The Front Office 1) A concierge primarily provides a hotel's guests with A) information.

B) in-room services.

C) payment options.

D) luggage assistance.

Answer: A Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

Difficulty: Easy 2) To whom will a hotel's night auditor typically report?

A) GM B) Controller C) Rooms manager D) Front Office Manager (FOM) Answer: B Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

Difficulty: Easy 3) A hotel has 400 rooms available to sell on Monday night. The hotel forecasts 360 rooms will be sold that night. What will be the hotel's occupancy forecast for Monday night?

A) 50% B) 71% C) 90% D) 111% Answer: C Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

Difficulty: Medium 4) For any specific date, a hotel's availability forecast identifies the A) price at which rooms should be sold.

B) price at which rooms have been sold.

C) number of hotel rooms remaining to be sold.

D) number of hotel rooms that have already been sold.

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Answer: C Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

Difficulty: Medium

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5) A hotel has 500 rooms available for sale. For Monday night the hotel's occupancy forecast is 60%. What is the number of rooms the hotel has available to sell for Monday night?

A) 100 B) 200 C) 250 D) 300 Answer: B Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

Difficulty: Hard 6) What information would be entered in the "Guest Tracking" data field when a guest makes a room reservation?

A) The rate to be paid B) The date of check-in C) The type of guest (e.g., leisure or business) D) The room type (e.g., double-double or King) Answer: C Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Easy 7) In most cases, at what time are nonguaranteed room reservations released by a hotel's front office?

A) 4:00 to 6:00 a.m.

B) 7:00 to 9:00 a.m.

C) 4:00 to 6:00 p.m.

D) 7:00 to 9:00 p.m.

Answer: C Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Easy 8) Which type of room sales are most often made through the efforts of a hotel's front-office staff?

A) Group B) Transient C) Convention D) Meeting rooms Answer: B Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Medium

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9) On which date would a hotel release rooms that have not been picked up from a group rooms block?

A) Arrival date B) Cut-off date C) Restricted date D) Conclusion date Answer: B Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Medium 10) In the earliest days of its operation, who utilized the GDS to book hotel rooms?

A) DOSMs B) Travel agents C) Airline booking agents D) Front office managers Answer: B Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Hard 11) Which type of hotel guest would most likely be influenced to choose a hotel based upon its curb appeal?

A) Group B) Walk-in C) Transient D) Corporate Answer: B Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

Difficulty: Hard 12) Guest services at the front desk of a hotel begins when a guest A) arrives at the hotel.

B) fills out a registration card.

C) makes an advance registration.

D) is assigned a unique folio number.

Answer: C Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Easy

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13) Which is the final step in the guest registration process?

A) Room assignment B) Issuance of room keys C) Securing form of payment D) Confirming information on the registration card Answer: B Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Medium 14) Front desk agents should authorize (validate) the card used by a guest as that guest's preferred form of payment at the time A) of the guest's arrival.

B) of the guest's check out.

C) the guest is issued a reservation confirmation number.

D) the guest's payment-related registration card data fields are completed.

Answer: A Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Medium 15) A caller to a hotel's front desk asks if a specific guest is staying in the hotel. Unless specifically instructed otherwise by the guest, the desk agent answering the call should A) provide no information about the guest.

B) ask about the caller's relationship to the guest.

C) provide the guest's name and room number only.

D) confirm only if the guest is or is not staying in the hotel.

Answer: A Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Medium 16) To which department would a hotel guest most likely complain about a TV that is not functioning properly in their room?

A) Front office B) Maintenance C) Housekeeping D) Sales and Marketing Answer: A Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Medium

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17) A guest who must be walked is always one who A) is a walk-in.

B) is part of a group block.

C) has a confirmed reservation.

D) does not have a confirmed reservation.

Answer: C Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

Difficulty: Hard 18) A hotel guest's room and other charges should be posted to that guest's A) folio.

B) registration card.

C) reservation data field.

D) frequent guest account.

Answer: A Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

Difficulty: Easy 19) What is the purpose of a bucket check?

A) Assist in ADR calculations B) Assist in occupancy forecasting C) Verify the accuracy of current guest folio balances D) Verify the accuracy of key guest registration information Answer: D Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

Difficulty: Medium 20) Proper guest accounting begins with assigning guests to the room types they have reserved and A) doing so at the time their reservation is made.

B) at the rate indicated on the guest's reservation.

C) confirming the guest's preferred payment method.

D) recording the guest's frequent traveler program information.

Answer: B Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

Difficulty: Medium 21) At what time would it be best for an auditor to perform their night audit?

A) 5:00 a.m. to 7:00 a.m.

B) 2:00 a.m. to 4:00 a.m.

C) 11 a.m. to 1:00 p.m.

D) 4:00 p.m. to 6:00 p.m.

Answer: B Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

Difficulty: Hard 22) What is the hotel industry term used to describe the computerized system that identifies 62 Copyright © 2026 Pearson Education, Inc.

in-room telephone charges to be posted to guest folios?

A) Tolls assessment B) Call accounting C) Telephone charge system D) Telephone reconciliation Answer: B Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

Difficulty: Easy 23) What is the system in a hotel that processes incoming, internal and outgoing telephone calls?

A) PBX B) CHA C) Call assessment D) Toll assessment Answer: A Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

Difficulty: Easy 24) The recordable locking systems used by hotels A) are powered by batteries.

B) can be re-programmed by guests.

C) are directly wired to a hotel's electrical system.

D) are typically manufactured by the same company that make a hotel's PMS. Answer: A Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

Difficulty: Medium 25) Who would be most responsible for maintaining the security of a hotel's back-office accounting systems?

A) FOM B) DOSM C) Controller D) Director of Security Answer: C Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 10 Housekeeping 1) What is the job title of the individual who cleans the public spaces in a hotel?

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D) Executive Housekeeper Answer: B Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

Difficulty: Easy 2) What is the job title of the individual responsible for the administration of a hotel's housekeeping department?

A) Housekeeping Manager B) Director of Housekeeping C) Manager of Housekeeping D) Administrative Housekeeper Answer: B Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

Difficulty: Easy 3) When a guest room is reported in a PMS as being occupied, but the room was not used, and no guest or guest belongings are present in the room, that room's status would be reported by housekeeping as a A) due out.

B) stay over.

C) sleep-out.

D) check out.

Answer: C Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

Difficulty: Medium 4) What is an example of an item that would be washed in keeping with a hotel's standards for cleaning terry?

A) Bed sheet B) Tablecloth C) Pillow case D) Bath towel Answer: D Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

Difficulty: Medium

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5) What is an example of an item that would be washed in keeping with a hotel's standards for cleaning linen?

A) Napkin B) Washcloth C) Hand towel D) Bath towel Answer: A Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

Difficulty: Hard 6) What is the accepted industry term hotel professionals use to identify those individuals who are assigned guest room cleaning duties?

A) Maids B) House persons C) Rooms persons D) Room attendants Answer: D Learning Objective: 10.2. Describe the staff positions that exist in a typical hotel's housekeeping department.

Difficulty: Easy 7) When should room inspectors perform their tasks?

A) Immediately upon guest arrival B) Immediately upon guest departure C) After updating room status in the hotel's PMS D) Prior to updating room status in the hotel's PMS Answer: D Learning Objective: 10.2. Describe the staff positions that exist in a typical hotel's housekeeping department.

Difficulty: Medium 8) The value of a hotel's investment in linen, terry, and laundry machinery will most often be reduced when A) turnover among OPL workers is excessive.

B) current OPL staff provide extensive training to new OPL workers.

C) guests ignore OPL worker appeals to reuse terry and linen products.

D) OPL workers are used to manage payroll and perform related clerical tasks.

Answer: A Learning Objective: 10.2. Describe the staff positions that exist in a typical hotel's housekeeping department.

Difficulty: Medium

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9) What is the professional association for those managers responsible for the administration of hotel housekeeping departments?

A) HMA B) IEHA C) HSMA D) AHLEI Answer: B Learning Objective: 10.2. Describe the staff positions that exist in a typical hotel's housekeeping department.

Difficulty: Hard 10) The use of safety data sheets (SDS) in a hotel A) is voluntary.

B) is mandatory.

C) can only be authorized by management.

D) is mandatory, but only when provided in English.

Answer: B Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Easy 11) For approximately how many hours can HIV, the virus that causes AIDS, stay active in dried blood?

A) 12 B) 24 C) 36 D) 48 Answer: B Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Medium 12) In most cases, what is a reasonable amount of time to hold a valuable item placed into a hotel's lost and found?

A) 1 to 7 days B) 8-30 days C) 60 -90 days D) 100-200 days Answer: C Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Medium

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13) Property that a guest has intentionally left behind in their room is referred to as A) lost property.

B) mislaid property.

C) discarded property.

D) abandoned property.

Answer: B Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Medium 14) On Monday, a hotel scheduled 8 workers, each of which worked 8 hours cleaning guest rooms.

In that time, 174 guest rooms were cleaned. What were the minutes per room achieved by these workers on Monday?

A) 12 minutes B) 17 minutes C) 22 minutes D) 27 minutes Answer: C Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Hard 15) Which type of cleaner would be the best choice for removing soil from fabrics?

A) Acid-based B) Alkali-based C) Diluent-based D) Solvent-based Answer: B Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

Difficulty: Hard 16) Who most often develops the inspection checklists used to assess the quality of work performed by a hotel's housekeeping department?

A) Hotel owners B) Room attendants C) General Managers D) Directors of Housekeeping Answer: D Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

Difficulty: Easy

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17) What is the denominator in the formula hoteliers use to calculate their cost per occupied room (CPOR)?

A) Number of rooms cleaned B) Number of rooms reserved C) Number of occupied rooms D) Number of rooms available for sale Answer: C Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

Difficulty: Easy 18) Which area in a hotel guest room is most often the first part that is seen when a guest enters their room?

A) Bath area B) Toilet area C) Closet area D) Sleeping area Answer: D Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

Difficulty: Medium 19) What is the most common initial cause of bed bugs in a hotel's sleeping rooms?

A) Room attendant clothing B) Hotel guest luggage and clothing C) Poor hotel guest room inspections D) Poor employee handwashing procedures Answer: B Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

Difficulty: Hard 20) What is the numerator in the formula Directors of Housekeeping use to calculate their room attendant wage costs per occupied room?

A) Average minutes per room B) Total room attendant wages C) Average daily room attendant wages D) Average hourly room attendant wages Answer: B Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

Difficulty: Hard

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21) What is the recommended rest time for cleaned laundry?

A) 6 hours B) 12 hours C) 24 hours D) 48 hours Answer: C Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

Difficulty: Easy 22) What is the recommended air temperature for drying laundry items?

A) 140—145°F (60-63°C) B) 150—155°F (66-68°C) C) 160—165°F (71-74°C) D) 170—175°F (77-80°C) Answer: A Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

Difficulty: Medium 23) In most cases, how many times its normal usage should a housekeeping department stock to maintain proper laundry inventory levels?

A) 2 times B) 3 times C) 4 times D) 5 times Answer: B Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

Difficulty: Medium 24) An Executive Housekeeper instructs OPL workers to begin cleaning terry and linen products in a manner that minimizes water extraction. The result of these instructions will likely be to make the work of OPL employees A) harder, and increase the OPL's drying costs.

B) harder and decrease the OPL's drying costs.

C) easier, and increase the OPL's drying costs.

D) easier, and decrease the OPL's drying costs.

Answer: A Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

Difficulty: Hard

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25) What is the likely effect if OPL procedures utilized result in agitation length and strength that is excessive for the items being cleaned?

A) Excessive water usage B) Damage to fabric fibers C) Needless chemical usage D) Insufficient cleaning of fabrics Answer: B Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 11 Food and Beverage 1) What is the typical gross operating profit (GOP) percentage for a hotel's food and beverage department?

A) 5% B) 25% C) 50% D) 75% Answer: B Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

Difficulty: Easy 2) Most fine-dining restaurants A) offer breakfast and are open seven days per week.

B) offer breakfast and are not open seven days per week.

C) do not offer breakfast and are open seven days per week.

D) do not offer breakfast and are not open seven days per week.

Answer: D Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

Difficulty: Easy 3) In the food-service industry, a segment of the day representing a menu change is referred to as a A) day part.

B) menu part.

C) dining period D) menu period.

Answer: A Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

Difficulty: Medium 4) One reason some hotel restaurants may struggle to attract non-hotel guests is the fact that, in many cases, the restaurants A) lack exterior signage.

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B) charge too much for their menu items.

C) cannot produce high-quality menu items.

D) cannot provide high-quality service levels.

Answer: A Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

Difficulty: Medium

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5) Using a menu for one meal to encourage hotel guests to return for meals at other times is an example of A) up-selling.

B) cross-selling.

C) menu making.

D) VIP services.

Answer: B Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

Difficulty: Hard 6) What is the job title of those individuals in a hotel that are responsible for selling group functions and interacting with banquet clients?

A) Sous chef B) Executive chef C) Catering manager D) Room service manager Answer: C Learning Objective: 11.2. Describe how hotel food and beverage operations are organized.

Difficulty: Easy 7) Who supervises the work of a hotel's Executive chef?

A) Sous chef B) Restaurant manager C) Hotel general manager D) Director of Food and Beverage Answer: D Learning Objective: 11.2. Describe how hotel food and beverage operations are organized.

Difficulty: Easy 8) A limited-service hotel's Food and Beverage Manager typically reports to the hotel's A) Banquet Manager.

B) Catering Manager.

C) Executive Chef.

D) General Manager.

Answer: D Learning Objective: 11.2. Describe how hotel food and beverage operations are organized.

Difficulty: Medium

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9) The organizational structure of a full-service hotel's F&B services depends primarily on its size and A) location.

B) sales volume.

C) menu offerings.

D) franchisor requirements.

Answer: B Learning Objective: 11.2. Describe how hotel food and beverage operations are organized.

Difficulty: Hard 10) Value in food service relates to a guest's perception of menu item quality, service, and dining experience compared to A) a menu item's portion size.

B) a menu item's selling price.

C) the length of time they wait to order.

D) the length of time they wait to be seated.

Answer: B Learning Objective: 11.3. Identify key features of à la carte dining operations in hotels.

Difficulty: Easy 11) Menu planning is the process of identifying those menu items that please guests while meeting established cost and A) portion sizes.

B) service levels.

C) demographic targets.

D) profitability objectives.

Answer: D Learning Objective: 11.3. Identify key features of à la carte dining operations in hotels.

Difficulty: Medium 12) When would a "line-up" training session for a hotel's dining service staff typically be held?

A) At the end of a work shift B) At the end of the work week C) At the beginning of a work shift D) At the beginning of the work week Answer: C Learning Objective: 11.3. Identify key features of à la carte dining operations in hotels.

Difficulty: Medium

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13) A hotel F&B Director's decision to add a menu item that is prepared tableside will have the most impact on the F&B department's A) pricing structure.

B) personnel needs.

C) product purchases.

D) production volumes.

Answer: B Learning Objective: 11.3. Identify key features of à la carte dining operations in hotels.

Difficulty: Hard 14) In all hotels, the cost of providing room service meals will typically be A) difficult to determine with any accuracy.

B) equal to that of providing dining room service.

C) lower than that of providing dining room service.

D) higher than that of providing dining room service.

Answer: D Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

Difficulty: Easy 15) When drinks are served during a hosted bar, A) the hotel comps' the host's drinks.

B) guests pay the host for the beverages they consume.

C) guests pay the hotel for beverages ordered by the host.

D) the event's host pays the hotel for beverages consumed by guests.

Answer: D Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

Difficulty: Medium 16) On Friday night, a hotel's ala carte dining room generated sales of $3,150 and 85 guests were served. What was the dining room's check average on Friday night?

A) $11.74 B) $19.53 C) $26.98 D) $37.06 Answer: D Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

Difficulty: Medium

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17) What is the type of meal service that involves tableside preparation of menu items such as Ceasar salads or flambéed desserts?

A) Butler service B) Russian service C) French service D) English service Answer: C Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

Difficulty: Medium 18) A hotel's Key Lime Pie recipe makes pies that cost $11.60 each to produce. The pies are cut into 8 slices and sold for $12.95 per slice. What is the hotel's contribution margin on one slice of Key Lime Pie? A) $1.35 B) $11.50 C) $11.60 D) $12.95 Answer: B Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

Difficulty: Hard 19) In which hotel setting would it be most difficult to properly control the service of alcoholic beverages?

A) Bar B) Lounge C) Banquet D) Restaurant Answer: C Learning Objective: 11.5. Explain third-party liability as it relates to the service of alcoholic beverages in hotels.

Difficulty: Easy 20) In a third-party liability (dram shop) lawsuit, who is the second party?

A) The one who served the alcohol B) The one who was injured C) The one who caused the injury D) The one who consumed the alcohol Answer: A Learning Objective: 11.5. Explain third-party liability as it relates to the service of alcoholic beverages in hotels.

Difficulty: Medium

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21) In a third-party liability (dram shop) lawsuit, who is the third party?

A) The one who served the alcohol B) The one who was injured C) The one who caused the injury D) The one who consumed the alcohol Answer: B Learning Objective: 11.5. Explain third-party liability as it relates to the service of alcoholic beverages in hotels.

Difficulty: Medium 22) Foods grown and processed without chemicals, preservatives, or artificial flavors or colors are referred to as A) ready foods.

B) organic foods.

C) Sous vide foods.

D) convenience foods.

Answer: B Learning Objective: 11.6. Discuss future hotel food and beverage-service challenges and trends.

Difficulty: Easy 23) A hotel's F&B Director is committed to a "Farm-to-Fork" purchasing philosophy. This F&B Director would likely purchase many A) organic items.

B) convenience items.

C) pre-prepared items.

D) locally sourced items.

Answer: D Learning Objective: 11.6. Discuss future hotel food and beverage-service challenges and trends.

Difficulty: Medium 24) Frozen and refrigerated foods that can be reheated by a microwave oven in a designated area of a hotel or in guest rooms would most often be sold in a hotel's A) lounge.

B) lobby pantry.

C) banquet rooms.

D) ala carte dining room.

Answer: B Learning Objective: 11.6. Discuss future hotel food and beverage-service challenges and trends.

Difficulty: Medium

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25) "Farm-to-Fork" or "Farm-to-Table" trends are primarily driven by concerns about personal health and A) product cost.

B) product variety.

C) menu item expansion.

D) environmental sustainability.

Answer: D Learning Objective: 11.6. Discuss future hotel food and beverage-service challenges and trends.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 12 Property Operation and Maintenance 1) The initial design and construction of a hotel's HVAC system would be considered which type of activity?

A) Engineering B) Preservation C) Routine maintenance D) Preventive maintenance Answer: A Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Easy 2) Replacement of filters in a hotel's HVAC system would be considered which type of activity?

A) Controlling B) Engineering C) Maintenance D) Routine planning Answer: C Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Easy 3) An effective HVAC system in a hotel provides comfortable air temperatures and it A) provides proper air quality.

B) requires minimal maintenance.

C) has been designed by the hotel's chief engineer.

D) must complement the hotel's water delivery systems.

Answer: A Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Medium 4) Keeping careful track of the dates on which air filters have been changed in guest room heating and cooling units is an example of which maintenance activity?

A) Planning B) Organizing C) Recording D) Implementing Answer: C 77 Copyright © 2026 Pearson Education, Inc.

Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Medium

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5) In general, the FF&E reserves in a hotel should average what percent of a hotel's annual gross revenue?

A) 1-2% B) 3-5% C) 6-10% D) 11-15% Answer: B Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Hard 6) What is the term describing the process in which a hotel undergoes renovation so complete that walls are relocated, rooms and public spaces are totally reconfigured, and mechanical systems are replaced?

A) Repair B) Restoration C) Replacement D) Refurbishment Answer: B Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

Difficulty: Hard 7) What is the job title typically given to the individual responsible for the administration of a hotel's property operations and maintenance (POM) department?

A) POM Manager B) Director of POM C) Head of Engineering D) Director of Engineering Answer: D Learning Objective: 12.2. Describe staff positions in a typical hotel's POM department.

Difficulty: Easy 8) What is the action likely to be taken if a required POM-related task exceeds the capabilities of in-house POM staff members?

A) The task will be outsourced.

B) The GM will complete the task.

C) The completion of the task will be postponed.

D) The hotel's owners will be informed the task cannot be completed.

Answer: A Learning Objective: 12.2. Describe staff positions in a typical hotel's POM department.

Difficulty: Medium

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9) A hotel leases a highly complex piece of operating equipment. What is the GM's role regarding employee training for the use of this piece of equipment?

A) Ensure the person managing the POM department provides the training.

B) Ensure the company providing the equipment provides employee training.

C) Train the person managing the POM department in the use of the equipment.

D) Hire only maintenance staff with experience operating the piece of equipment.

Answer: B Learning Objective: 12.2. Describe staff positions in a typical hotel's POM department.

Difficulty: Hard 10) Which types of tasks performed by a POM department involve the normal and customary care of the hotel facility?

A) Routine B) Preventive C) Emergency D) Outsourced Answer: A Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Easy 11) In a well-managed hotel, who should be able to initiate work orders?

A) All employees B) Only POM staff C) All salaried employees D) Only Housekeeping staff Answer: A Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Easy 12) Which maintenance tasks performed by a POM department involve the daily cleaning of the lint traps in dryers used in a hotel's OPL? A) Routine B) Preventive C) Emergency D) Outsourced Answer: B Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Medium

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13) GMs must be most concerned with indemnification-related issues when A) POM staff are poorly trained.

B) POM staff turnover rates are very high.

C) POM staff undertakes preventive maintenance activities.

D) outside vendors, rather than POM staff, are providing services.

Answer: D Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Medium 14) Which maintenance tasks are most likely to require labor and parts purchased at premium prices?

A) Routine B) Preventive C) Emergency D) Outsourced Answer: C Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Medium 15) For which POM activity would it be most important for a hotel to document its routine maintenance efforts?

A) In-room TV sets B) Exercise equipment C) Highway sign lightbulbs D) Refrigeration compressors Answer: B Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Hard 16) Where in a hotel would POM staff most likely encounter GFI outlets?

A) Near bedside tables B) In guest room hallways C) Near sinks and showers D) In the hotels' public dining rooms Answer: C Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

Difficulty: Hard

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17) Which utility cost is typically the most common and most expensive for hotels?

A) Water B) Electricity C) Natural gas D) Fossil fuels Answer: B Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Easy 18) What is measured by lumens?

A) Light intensity B) Electrical usage C) Water flow rates D) Natural gas flow rates Answer: A Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Easy 19) In most hotels, the two basic types of lighting options are LED and A) lumens.

B) foot candles.

C) fluorescent.

D) incandescent.

Answer: C Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Medium 20) In most cases, a hotel's wastewater charges will be reduced when its A) natural gas usage is reduced.

B) water consumption is reduced.

C) electrical consumption is reduced.

D) fossil fuel consumption is reduced.

Answer: B Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Hard

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21) For what types of equipment would seasonal PM programs be most important?

A) Gas B) HVAC C) Kitchen D) Wastewater Answer: B Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Hard 22) What utility-related costs are GMs seeking to reduce when they encourage their suppliers to practice source reduction?

A) Electricity B) Natural gas C) Solid waste D) Waste water Answer: C Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

Difficulty: Hard 23) What is the term used to describe a hotel property recognized for its efforts in implementing environmentally sustainable practices into its daily operations?

A) Ecohotel B) LED hotel C) Green hotel D) Gold star hotel Answer: C Learning Objective: 12.5. State the advantages to a hotel of implementing sustainable (green) practices in its operations and maintenance.

Difficulty: Easy 24) Which two areas of sustainability would most be influenced if a hotel's POM department installed water flow restrictors in guest room shower heads?

A) Water management and pollution prevention B) Water management and energy conservation C) Energy conservation and solid waste minimization D) Energy conservation and environmentally sensitive purchasing Answer: B Learning Objective: 12.5. State the advantages to a hotel of implementing sustainable (green) practices in its operations and maintenance.

Difficulty: Medium

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25) What is an energy sensitive, but effective for cleaning, setting for hot water temperatures to be used in a hotel's OPL? A) 60°F (16°C) B) 90°F (32°C) C) 120°F (49°C) D) 150°F (66°C) Answer: C Learning Objective: 12.5. State the advantages to a hotel of implementing sustainable (green) practices in its operations and maintenance.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 13 Personal Safety and Property Security 1) When used in relation to hotels, the term "safety" refers to protection of an individual's physical well-being and health, while the term "security" refers to A) the absence of crime.

B) the prevention of crime.

C) the protection of operating profits.

D) the protection of property or assets.

Answer: D Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Easy 2) When a manager knows, or should have known, about a threat to safety, from a legal perspective that threat is considered to be A) pending.

B) imminent.

C) foreseeable.

D) forthcoming.

Answer: C Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Easy 3) What kind of manager, and manager action, is being considered when the legal concept of reasonable care is assessed by a court?

A) A reasonably fair manager B) A reasonably prudent manager C) A reasonably educated manager D) A reasonably experienced manager Answer: B Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Medium 4) A food that must be kept at a particular temperature to minimize the growth of food poisoning 84 Copyright © 2026 Pearson Education, Inc.

bacteria or to stop the formation of harmful toxins is referred to as a A) unsafe food.

B) critical food C) dangerous food.

D) potentially hazardous food.

Answer: D Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Medium 5) A jury awarded a hotel guest $250,000 in damages for medical expenses directly related to an injury the guest suffered due to a hotel's carelessness. What type of damages has been awarded to this guest?

A) Punitive damages B) Penalizing damages C) Retaliatory damages D) Compensatory damages Answer: D Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Hard 6) What is a threat to hotel guests' safety and security that would likely be considered known in advance by a court assessing reasonable care on the part of the hotel's management?

A) A slippery floor caused when a guest spills a plate of food from a self-service buffet line B) A broken water pipe that floods a guest room and damages a guest's belongings C) A broken concrete step in the hotel's entry way that causes a guest to stumble and fall D) Damage to a guest's vehicle occurring in a parking lot and caused by another guest Answer: C Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

Difficulty: Hard 7) What activity would most prevent failure in a hotel's recodable locking system?

A) Regular replacement of lock batteries B) Regular inspection of the hotel's electrical system C) Regular maintenance of the hotel's back-up generator D) Regular training in the importance of key card issuing policies Answer: A Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Easy 8) What is an area in a hotel that would most often be protected by the hotel's internal alarm system?

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D) Linen storage area Answer: D Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Easy

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9) What is an area in a hotel that would most often be protected by a contact alarm?

A) Exercise room B) Linen storage area C) Controller's office D) General manager's office Answer: C Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Medium 10) Who would be notified first if a hotel used contact alarms to monitor its front desk area?

A) Hotel Director of Security B) Police or Fire departments C) Front Office Manager (FOM) D) Company providing the alarm system Answer: B Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Medium 11) What is a major advantage of using a cloud-based security system in a hotel?

A) Reduced operating costs B) Increased recorded image quality C) Reduced initial cost of the cameras required D) Increased data security due to resistance to hacking Answer: B Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Hard 12) The two basic types of locks available for use on hotel guest room doors are full-body locks and A) keyed locks.

B) keyless locks.

C) unified component locks.

D) separate component locks.

Answer: D Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. Difficulty: Hard 13) An emergency plan identifies a threat to the safety and/or security of a hotel, as well as A) the hotel's planned response to it.

B) the legal defense the hotel will use if guests are injured.

C) an estimate of the costs to be incurred if the emergency occurs.

D) a draft of media news releases to be issued after the emergency is over.

Answer: A Learning Objective: 13.3. Describe the importance of effective emergency planning in a hotel.

Difficulty: Easy

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14) Hotels are seen as "soft targets" by terrorists because A) they are centrally located.

B) they are open 24 hours per day.

C) they have no military defenses.

D) they are typically housed in multi-story buildings.

Answer: C Learning Objective: 13.3. Describe the importance of effective emergency planning in a hotel.

Difficulty: Medium 15) What is the document that should be prepared by a hotel staff member in the event of an accident, injury, or disturbance occurring at their hotel?

A) Emergency plan B) Incident report C) 911 call summary D) Crisis response outline Answer: B Learning Objective: 13.3. Describe the importance of effective emergency planning in a hotel.

Difficulty: Medium 16) A hotel's emergency plan should be kept simple because A) emergency plans are costly to produce.

B) it must be read and understood by all employees.

C) it will be implemented in a time of heightened stress.

D) a judge will review it if the hotel is charged with negligence.

Answer: C Learning Objective: 13.3. Describe the importance of effective emergency planning in a hotel.

Difficulty: Hard 17) If a hotel has established written safety checklists but cannot show that it consistently uses them, then A) the hotel's potential liability will increase.

B) the hotel's potential liability will decrease.

C) the hotel's managers will still have demonstrated reasonable care.

D) the hotel's managers will likely face OSHA-initiated fines and/or penalties.

Answer: A Learning Objective: 13.4. Describe special hotel safety issues that GMs must address.

Difficulty: Easy 18) Who should determine the number, placement, and content of a hotel's pool-warning signs and life-support equipment?

A) Hotel GM B) Hotel owner C) Hotel insurer D) Hotel Director of Security Answer: C Learning Objective: 13.4. Describe special hotel safety issues that GMs must address.

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19) What is the highest water temperature recommended for operating hotel hot tubs, spas, and whirlpools?

A) 100°F (C-39°) B) 105°F (C-41°) C) 110°F (C-43°) D) 115°F (C-46°) Answer: B Learning Objective: 13.4. Describe special hotel safety issues that GMs must address.

Difficulty: Hard 20) OSHA does not require a hotel to develop a written Emergency Action and Fire Prevention Plan if A) the hotel employs 10 or fewer workers.

B) the hotel's OSHA Form 300 submissions are up-to-date.

C) no serious accidents have been reported in the previous 12 months.

D) the hotel is part of a chain that has submitted a master Emergency Action and Fire Prevention Plan.

Answer: A Learning Objective: 13.4. Describe special hotel safety issues that GMs must address.

Difficulty: Medium 21) The submission of OSHA Form 300 is mandatory and is used to report A) CPR training completion.

B) work-related injuries and illnesses.

C) safety data sheet (SDS) training sessions.

D) incidents of equipment lock out (tag out).

Answer: B Learning Objective: 13.5. Describe how OSHA requirements affect worker and guest safety.

Difficulty: Medium 22) The purchase of an insurance bond (bonding) is a good way for a hotel to protect itself against the negative impact of A) a fire.

B) a robbery.

C) employee theft.

D) natural disasters.

Answer: C Learning Objective: 13.6. List significant internal and external threats to a hotel's security.

Difficulty: Easy

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23) When a hotel employee falsifies their time card to indicate they worked more hours than they actually worked, that employee is engaging in A) fraud.

B) pilferage.

C) collusion.

D) embezzlement.

Answer: A Learning Objective: 13.6. List significant internal and external threats to a hotel's security.

Difficulty: Medium 24) What is the LEAST important item to protect if a hotel worker is directly confronted by armed or unarmed robbers?

A) Staff B) Cash C) MODs D) Guests Answer: B Learning Objective: 13.6. List significant internal and external threats to a hotel's security.

Difficulty: Medium 25) What is the best tool hotel managers can use for identifying the inappropriate or fraudulent selling of hotel guest rooms?

A) Manager's Daily B) Discrepancy report C) Rooms turnover report D) MOD Room Inspection checklist Answer: B Learning Objective: 13.6. List significant internal and external threats to a hotel's security.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 14 Franchise Agreements and Management Contracts 1) Franchising is a business model that allows an independent business entity to A) transfer ownership to another business entity.

B) share employees with another business entity.

C) buy the products and services of another business entity.

D) use the logo, trademarks, and operating systems of another business entity.

Answer: D Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

Difficulty: Easy 2) What is another term for the specific brand with which a hotel is affiliated?

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Answer: A Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

Difficulty: Easy 3) Who is responsible for establishing and enforcing brand standards in a hotel chain?

A) Hotel GMs B) Hotel owners C) The brand's managers D) The American Hotel and Lodging Association (AHLA) Answer: C Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

Difficulty: Medium 4) A defined area of protection (AOP) helps protect franchisees against A) increases in room rates.

B) increases in royalty fees.

C) directly competing franchisors.

D) directly competing franchisees.

Answer: D Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

Difficulty: Medium

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5) What is the governmental agency that mandates franchisors provide potential franchisees with an up-to-date franchise disclosure document (FDD)?

A) Federal Trade Commission B) Consumer Product Safety Commission C) United States Department of Commerce D) U.S. Securities and Exchange Commission Answer: A Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

Difficulty: Hard 6) The relationship between a franchisor and a franchisee is not a true partnership because the brand and its managers A) are financially responsible for the franchisee's operating results.

B) are not financially responsible for the franchisee's operating results.

C) are responsible for enforcement of the brand's operating standards.

D) are not responsible for enforcement of the brand's operating standards.

Answer: B Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

Difficulty: Easy 7) Hotel owners seeking to maximize their return on investment should select a hotel brand that A) has very low royalty fees.

B) is professionally managed.

C) has a very high systemwide ADR. D) provides the owners with significant liquidated damage fees.

Answer: B Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

Difficulty: Easy 8) If one is needed, who is responsible for the development of a hotel's product improvement plan (PIP)?

A) Bank B) Hotel GM C) Franchisor D) Hotel owner Answer: C Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

Difficulty: Medium

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9) Hotel franchisors will always require their franchisees to utilize the franchisor's proprietary A) point of sales (POS) system.

B) room inspection checklists.

C) back-office accounting system.

D) property management system (PMS).

Answer: D Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

Difficulty: Medium 10) The primary purpose of an impact study is to A) determine the effect of raising room rates.

B) predict the gross operating profit (GOP) of a new hotel.

C) estimate the effect of a new hotel opening in a market area.

D) assessing changes in cash when preparing a statement of cash flows (SCF).

Answer: C Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

Difficulty: Hard 11) Having a receivership in place can make it easier for a lender to A) agree to make a loan.

B) recover money owed to it.

C) select a qualified management company.

D) estimate the costs of a product improvement plan (PIP).

Answer: B Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Easy 12) A depressed market is defined as one in which hotel occupancy rates and/or ADRs A) are increasing.

B) are decreasing.

C) are far below their historic levels.

D) are far above their historic levels.

Answer: C Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Easy

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13) What is the typical amount a hotel management company will charge a hotel's owner for their management services?

A) 1-5% of gross profits B) 6-10% of gross profits C) 1-5% of gross revenue D) 6-10% of gross revenue Answer: C Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Medium 14) A hotel's owners default on a loan and the hotel's ownership reverts to the lender. The lender hires a management company to operate the hotel. In this scenario, to whom will this hotel's GM report?

A) The lender B) The hotel's original owners C) The management company D) The court's legally appointed receiver Answer: C Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Medium 15) Hotel management companies will often be selected by A) a hotel's executive committees.

B) those who lend money to a hotel's owners.

C) hotel owners with no experience managing hotels.

D) franchisors affiliated with specific first-tier hotel brands.

Answer: C Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Medium 16) Why would a talented GM typically elect to work for a hotel management company?

A) Higher pay B) Improved job stability C) Reduced number of work hours D) Increased numbers of personal assistants Answer: B Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

Difficulty: Hard

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17) A management company's operating agreement may include supervising final construction, hiring and training staff, purchasing inventories, and other operational activities if A) it is a first tier management company.

B) it is a second tier management company.

C) the hotel to be managed is not profitable.

D) the hotel to be managed is still being built.

Answer: D Learning Objective: 14.4. Describe the major elements in a management operating agreement.

Difficulty: Easy 18) What is the element in a management operating agreement that would address whether the hotel's staff members are employed by the hotel's owner or by the management company?

A) Incentive fees B) Status of employees C) Financial reporting requirements D) Procedures for extending the contract Answer: B Learning Objective: 14.4. Describe the major elements in a management operating agreement.

Difficulty: Easy 19) What is the element in a management operating agreement that would address whether a management company is allowed to operate directly competing hotels?

A) Base fees B) Exclusivity conditions C) Insurance requirements D) Financial reporting requirements Answer: B Learning Objective: 14.4. Describe the major elements in a management operating agreement.

Difficulty: Medium 20) The frequency with which a management company must prepare income (P&L) statements to be shared with a hotel's owners would be identified in the portion of the operating agreement that addresses A) incentive fees earned.

B) exclusivity conditions.

C) insurance requirements.

D) financial reporting requirements.

Answer: D Learning Objective: 14.4. Describe the major elements in a management operating agreement.

Difficulty: Hard

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21) To whom does a franchise services director (FSD) report?

A) Hotel owners B) Brand managers C) General managers D) Management company owners Answer: B Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

Difficulty: Easy 22) In the hotel industry, a fee charged in addition to the hotel room rate to cover hotel-specific services and amenities not included in the room rate is referred to as A) a base fee.

B) a resort fee.

C) an occupancy rate.

D) the best available rate (BAR).

Answer: B Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

Difficulty: Easy 23) When working for a hotel management company, a general manager's advancement will be primarily based on the manager's A) satisfying their hotel's owners.

B) satisfying the desires of their hotel's guests.

C) satisfying the desires of the management company.

D) satisfying the hotel's executive committee (EC) members.

Answer: C Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

Difficulty: Medium 24) Most industry observers would agree that, when negotiating the terms of a new management contact, it is in the best interest of hotel owners to seek a contract that A) is longer and holds the management company accountable for financial results.

B) is shorter and holds the management company accountable for financial results.

C) is longer and does not hold the management company accountable for financial results.

D) is shorter and does not hold the management company accountable for financial results.

Answer: B Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

Difficulty: Medium

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25) What is a job position in a large hotel in which the individual holding the position will most likely be retained if a new management agreement results in a new company managing the hotel?

A) Controller B) General manager (GM) C) Director of Engineering (DOE) D) Director of Sales and Marketing (DOSM) Answer: C Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Chapter 15 Developing and Purchasing Hotels 1) What is the hotel industry term describing those hotels that are in the process of being built?

A) Pipeline B) Industry openings C) Construction portal D) Production assembly Answer: A Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

Difficulty: Easy 2) Why might a hotel owner seek to affiliate with a collection (soft) brand?

A) Soft brand hotels achieve higher ADRs. B) Soft brand hotels are easier to operate.

C) Soft brands charge hotel owners lower franchise fees.

D) Soft brands allow for maximum independence of operations.

Answer: D Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

Difficulty: Medium 3) What type of hotel would likely require the longest time period to achieve market stabilization?

A) Resort B) Full-service C) Select-service D) Limited-service Answer: A Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

Difficulty: Medium 4) What is an example of case goods in a hotel guest room?

A) Linens B) Pillows C) Curtains 97 Copyright © 2026 Pearson Education, Inc.

D) Lighting fixtures Answer: D Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

Difficulty: Hard

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5) What is an example of a common disadvantage to hotel owners of employing management companies to operate their hotels?

A) Talented GMs leave frequently.

B) Profits are less in management company managed hotels.

C) Payment for services most often is tied to performance.

D) Payment for services most often is not tied to performance.

Answer: A Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

Difficulty: Hard 6) What is the first stage undertaken when developing a new hotel?

A) Operations B) Concept definition C) Financing and preconstruction D) Market study and financial analysis Answer: B Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

Difficulty: Easy 7) When would an owner who is developing new hotel receive a Certificate of Occupancy?

A) On the day construction begins B) When construction is completed C) On the first day the hotel offers rooms for sale D) When the owner receives building plans approval Answer: B Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

Difficulty: Easy 8) When developing a new hotel, when should the marketing of the property begin?

A) One week before opening B) One month before opening C) One year before opening D) Five years before opening Answer: C Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

Difficulty: Medium

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9) What is the stage of new hotel development that would include the creation of the new hotel's proprietary website?

A) Operations B) Construction C) Pre-opening marketing D) Market Study and Financial Analysis Answer: C Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

Difficulty: Medium 10) What is the entity that would be of most importance to a hotel owner planning the construction of new hotel?

A) The investors in the new hotel B) The hotel's future general manager C) The hotel's project development team D) The proposed franchise brand managers of the new hotel Answer: C Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

Difficulty: Hard 11) One typical advantage of buying an existing hotel rather than developing a new one is that an existing hotel A) will have lower operating costs.

B) may have fewer direct competitors.

C) will already have franchise agreements in place.

D) may have been developed when more favorable sites were available.

Answer: D Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

Difficulty: Easy 12) A formal appraisal is undertaken for process of determining an existing hotel's A) profitability.

B) purchase price.

C) fair market value.

D) historic sales levels.

Answer: C Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

Difficulty: Easy

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13) When used in the context of purchasing an existing hotel, the term "closing" refers to A) the formal offer of a purchase price.

B) the formal acceptance of a purchase price.

C) the actual transfer of property ownership.

D) the actual value of a hotel if it were closed (non-operating).

Answer: C Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

Difficulty: Medium 14) What is the industry term used to describe the timing for assumption of responsibilities and allocation of revenue and costs associated with a change in hotel ownership?

A) Closing B) Cut over C) Contingency D) Certificate of occupancy Answer: B Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

Difficulty: Medium 15) What is a piece of information that should be described in a hotel's purchase and sales agreement because it can affect the hotel's purchase price after closing?

A) The cut over date for the sale B) The name of the hotel's general manager C) The number of accessible parking spaces at the hotel D) The existence of an employee-initiated sexual harassment lawsuit Answer: D Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

Difficulty: Hard 16) What is the term used to describe the process of providing funds for business acquisition, activities, purchases, or investments?

A) Leverage B) Liabilities C) Payments D) Financing Answer: D Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

Difficulty: Easy

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17) One important advantage of using leverage in the purchase of a hotel is that leverage most often A) reduces the hotel's purchase price.

B) makes it easier to qualify for a loan.

C) increases the buyer's return on equity.

D) makes it easier to service loan payments.

Answer: C Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

Difficulty: Easy 18) What is the numerator in the owners' return on equity (ROE) formula for a hotel?

A) Total room sales B) Amount of loan-to-value (LTV) C) Profit as measured by cash flow D) Revenue per available room (RevPAR) Answer: C Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

Difficulty: Medium 19) A hotel generates positive cash flow of $2,000,000 per year. It has total required debt service payments of $1,250,000 per year. What would be this hotel's debt service coverage ratio (DSCR)?

A) 0.625 B) 1.6 C) 2.25 D) 2.5 Answer: B Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

Difficulty: Hard 20) What is the numerator in the owners' return on equity (ROE) formula for a hotel?

A) Total room sales B) Amount of loan-to-value (LTV) C) Profit as measured by cash flow D) Revenue per available room (RevPAR) Answer: C Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

Difficulty: Medium

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21) In most cases, buying an existing hotel rather than building a new hotel means the buyer A) will make lesser profits.

B) will make greater profits.

C) will require less capital and incur fewer development costs.

D) will require more capital and incur greater development costs.

Answer: C Learning Objective: 15.5. List economic and personal benefits of hotel ownership.

Difficulty: Easy 22) What will be the effect on a hotel's balance sheet if the hotel appreciates in value?

A) Increase in asset value and increase in owner's equity B) Decrease in asset value and increase in owner's equity C) Increase in asset value and decrease in owner's equity D) Decrease in asset value and decrease in owner's equity Answer: A Learning Objective: 15.5. List economic and personal benefits of hotel ownership.

Difficulty: Medium 23) What area of concern for hotel owners is best addressed by developing and implementing effective employee training programs?

A) Changes in technology B) Data security challenges C) Hiring and retaining staff D) Maintenance of the online reputation Answer: C Learning Objective: 15.6. Identify current and future challenges of hotel ownership.

Difficulty: Easy 24) What area of concern for hotel owners is best addressed by providing input to local governmental officials?

A) Changes in technology B) Reduction in business travel C) Changes in guest expectations D) Growth of the short-term rental market Answer: D Learning Objective: 15.6. Identify current and future challenges of hotel ownership.

Difficulty: Medium 25) The COVID-19 pandemic resulted in a rise in the use of business videoconferencing. The result of this was A) an increase in the number of small meetings held in hotels.

B) a decrease in the number of small meetings held in hotels.

C) an increase in the number of large meetings held in hotels.

D) a decrease in the number of large meetings held in hotels.

Answer: B Learning Objective: 15.6. Identify current and future challenges of hotel ownership.

Difficulty: Hard 103 Copyright © 2026 Pearson Education, Inc.

Hotel Operations Management, 4e (Hayes) Chapter 16 Managing in the Global Hotel Industry 1) What is the term used to describe the customs, arts, and social institutions of a specific nation, people, or social group?

A) Habits B) Ethics C) Culture D) Urbanity Answer: C Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Easy 2) What is the term describing a citizen of one country who is employed in another country?

A) Guest B) Tourist C) Emigrant D) Expatriate Answer: D Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Easy 3) Some international hotel properties require security measures similar to those used at airports throughout the world because these properties A) are extremely profitable.

B) may be targeted by terrorists.

C) pay low wages to their employees.

D) are owned by local and very wealthy individuals.

Answer: B Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Medium 4) In most cases, local governments will prefer hotel operating groups that A) use expatriates in management positions.

B) use non-citizens in management positions.

C) use U.S. citizens in management positions.

D) use local citizens in management positions.

Answer: D Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Medium

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5) A country's exchange rate refers to the trading of A) profits.

B) currency.

C) managers.

D) staff members.

Answer: B Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Medium 6) When used to buy items in most other countries, the U.S. dollar A) must first be converted to local currency.

B) purchases the same as it would in the United States C) purchases significantly less than it would in the United States D) purchases significantly more than it would in the United States Answer: D Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Hard 7) What is the term describing the feelings of disorientation, confusion, and changes in emotions that can be created when one visits or lives in a different culture?

A) Anxiety B) Empathy C) Culture shock D) Multi-nationalism Answer: C Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

Difficulty: Hard 8) When compared to others, a person who does not adapt well to change will A) never be chosen for an international assignment.

B) always be chosen for an international assignment.

C) have less difficulty adjusting to work and living in another culture.

D) have greater difficulty adjusting to work and living in another culture.

Answer: D Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

Difficulty: Easy

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9) Managers with previous experience living in or visiting another country are A) never chosen for international assignments.

B) always chosen for international assignments.

C) better prepared to succeed in international assignments.

D) less well-prepared to succeed in international assignments.

Answer: C Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

Difficulty: Easy 10) What would be a factor of most important to the potential success of an expatriate manager?

A) The ability to adopt the beliefs of others B) The ability to write in the local language C) The ability to speak fluently in the local language D) The ability to listen to and understand the beliefs of others Answer: D Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

Difficulty: Medium 11) What is the type of manager that would likely have the most success in an international assignment?

A) A manager who volunteered for the assignment B) A manager who is ridged and inflexible in their belief systems C) A manager who has never traveled outside their own country D) A manager who accepted the assignment only for a pay raise Answer: A Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

Difficulty: Medium 12) Whose support would be MOST important for a manager considering accepting an international assignment?

A) The manager's family B) The manager's current boss C) The manager's future guests D) The manager's future employees Answer: A Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

Difficulty: Hard

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13) The success of a person's international assignment will be greatly affected by the selection process, transitional training provided, and A) the age of the person selected.

B) the gender of the person selected.

C) the pay rate of the person selected.

D) the previous experience of the person selected.

Answer: D Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Easy 14) Cross-cultural adaptability refers to the extend one can adapt to another country's A) art.

B) culture.

C) religion.

D) eating habits.

Answer: B Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Easy 15) When would it be best for transitional training for an international work assignment to occur?

A) One year before arrival in the host country B) One month before arrival in the host country C) Immediately after arrival in the host country D) Before and after arrival in the host country Answer: D Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Medium 16) Specific "Do's and Don'ts" of business and social practices in a foreign country must be learned and are referred to as A) etiquette.

B) decorum.

C) protocols.

D) moral codes.

Answer: C Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Medium

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17) What is an example of an additional benefit that would often be granted to an expatriate hotel manager?

A) Overtime pay B) Shorter working hours C) Extended annual leave D) Two or more personal assistants Answer: C Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Medium 18) To be successful in a new culture it is highly recommended that expatriate managers A) acquire basic local language fluency.

B) require their upper level managers to learn English.

C) adopt the values and ideas of those they will manage.

D) defend their current ideas and values to those they will manage.

Answer: A Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Hard 19) What is true about the English language as it relates to the international hotel business?

A) All international managers speak English.

B) All international hotel guests know how to speak English.

C) English is spoken by many, but not all, international hotel managers.

D) English is spoken by most hourly employees who work in international hotels Answer: C Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

Difficulty: Hard 20) What is the management term that describes a leader who wants to make all or most decisions with very little input from their subordinates?

A) Autocratic leader B) Democratic leader C) Bureaucratic leader D) Laissez-faire leader Answer: A Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Easy

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21) Which generation of employees are often referred to as Millennials?

A) Generation Z B) Generation Y C) Generation X D) Generation B Answer: B Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Medium 22) When exchanging business cards internationally, a best practice would be to A) ensure the card is printed with very large type.

B) ensure the card is written in the language of the giver.

C) ensure the card is translated into the language of the receiver.

D) include a handwritten explanation of the giver's job responsibilities.

Answer: C Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Medium 23) What are the names of two countries whose presence in the international business landscape is currently increasing significantly?

A) China and India B) Mexico and Canada C) Ireland and Scotland D) Costa Rico and Nicaragua Answer: A Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Medium 24) A hotel employee is 24 years of age. Of which generational group would this employee be a member?

A) Generation X B) Generation Y C) Generation Z D) Baby boomer Answer: C Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Hard

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25) What is an example of jargon that might be used in the hotel industry by a native English speaker?

A) A GM says, "We need to increase our ADR." B) An F&B Director says, "We need to 86 that menu item."

C) A hotel's Controller says, "We need to file these invoices properly."

D) A Director of Housekeeping says, "Our guestroom cleaning supply usage is too high."

Answer: B Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

Difficulty: Hard Hotel Operations Management, 4e (Hayes) Final Exam 1) What is the type of restaurant menu in which all menu items offered for sale are individually priced?

A) Prix fixe B) À la carte C) American plan D) European plan Answer: B Learning Objective: 1.1. Define components of the tourism industry and its lodging (hotel) sector.

2) In the United States, the average size of a hotel is approximately A) 50 rooms.

B) 100 rooms.

C) 200 rooms.

D) 300 rooms.

Answer: B Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

3) Which lodging industry characteristic recognizes the fact that if a hotel room is not rented on a specific date, its revenue for that date is lost forever?

A) Perishability B) Labor intensive C) Repetitiveness D) Inseparability of manufacture and sales Answer: A Learning Objective: 1.2. Describe the lodging industry's properties, guests, and characteristics.

4) What is an example of a staff department in a full-service lodging operation?

A) Purchasing B) Front Office C) Housekeeping D) Food and Beverage Answer: A Learning Objective: 1.3. Describe lodging property ownership, management, and organizational 110 Copyright © 2026 Pearson Education, Inc.

alternatives.

5) What is the formula hotel managers use to calculate their hotels' actual occupancy rate (%)?

A) Total Rooms Sold + Total Rooms Available x 100 = Occupancy rate (%) B) Total Rooms Sold - Total Rooms Available x 100= Occupancy rate (%) C) Total Rooms Sold ÷ Total Rooms Available x 100 = Occupancy rate (%) D) Total Rooms Sold x Total Rooms Available x 100 = Occupancy rate (%) Answer: C Learning Objective: 1.4. Identify current lodging industry challenges.

6) Granting to employees the authority (power) to make key decisions within each employees' specific areas of responsibility is referred to as A) coaching.

B) mentoring.

C) supervising.

D) empowering.

Answer: D Learning Objective: 2.2. Discuss the need for managers to model guest service as a core value as service processes are developed, implemented, and maintained.

7) As guest service needs decease, a hotel's employee-to-guest ratio will typically A) decrease.

B) increase.

C) remain constant.

D) be more difficult to determine.

Answer: A Learning Objective: 2.3. Explain the importance of considering the needs of hotel guests from their own perspectives.

8) A hotel manager assembles a cross-functional team. The members of this team will A) be paid similar amounts per hour.

B) include both old and young workers.

C) be chosen from different departments in the hotel.

D) be chosen based on their ability to do more than one job in the hotel.

Answer: C Learning Objective: 2.4. Describe six steps important in the consistent delivery of quality guest services.

9) A moment of truth is an impression that is initially formed by a hotel's A) guests.

B) owners.

C) managers.

D) owners and investors.

Answer: A Learning Objective: 2.5. Define the concept of moments of truth and address how they help guests confirm they are receiving exemplary levels of service.

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10) A hotel has 80 employees. In a specific time period the hotel experienced the separation of 20 employees. What was the hotel's employee turnover rate for this specific time period?

A) 20% B) 25% C) 40% D) 45% Answer: B Learning Objective: 2.6. List tactics that help hotel managers consistently achieve superior levels of guest service.

11) A hotel's GM attends a fundraiser for their community's local high school music program. In this example the GM is participating in A) investor relations.

B) community relations.

C) property management.

D) brand affiliation management.

Answer: B Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

12) Who is primarily responsible for the assigning of a franchised hotel's quality inspection score?

A) The hotel's GM B) The hotel's EC C) The hotel's owners D) The hotel's brand managers Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

13) What is the fourth and final step in the management process?

A) Planning B) Organizing C) Staffing/Directing D) Controlling/Evaluating Answer: D Learning Objective: 3.1. Identify the major areas of responsibility for which hotel GMs are held accountable.

14) A hotel's GM attends their state hotel association's annual trade show. Attendance at this show will allow the manager to interact with many A) vendors.

B) employers.

C) employees.

D) brand managers.

Answer: A Learning Objective: 3.2. Describe the alternatives available to hospitality professionals seeking to acquire the skills needed to become effective hotel GMs. 112 Copyright © 2026 Pearson Education, Inc.

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15) Another term for the candidate qualifications that are commonly listed in a job description for a hotel G.M. is A) candidate experience.

B) candidate knowledge.

C) candidate proficiency.

D) candidate specifications.

Answer: D Learning Objective: 3.3. State key similarities that exist between the jobs of select-service and full-service hotel GMs. 16) A hotel GM assists their Director of Sales and Marketing in accurately forecasting rooms revenue for next month. This is an example of the GM utilizing their A) technical skills.

B) conceptual skills.

C) interpersonal skills.

D) administrative skills.

Answer: A Learning Objective: 4.1. Explain how hotel GMs influence their employees' attitudes toward the organization and its guests to influence the ultimate success (or failure) of the property.

17) One challenge for hotel GMs is to increase worker productivity while, at the same time, A) decreasing quality.

B) increasing quality.

C) encouraging downsizing.

D) discouraging downsizing.

Answer: B Learning Objective: 4.2. Describe the need for hotel GMs to effectively manage during times of change.

18) What is an example of a back-of-house hotel employee?

A) Valet driver B) Food server C) Dishwasher D) Room attendant Answer: C Learning Objective: 4.3. Discuss how GMs help establish an organizational culture that promotes success.

19) The formal process to be used when an employee leaves employment with a hotel is referred to as A) induction.

B) termination.

C) positioning.

D) offboarding.

Answer: D Learning Objective: 4.4. Review procedures to ensure that employees' initial, ongoing, and last experiences with the hotel reflect its organizational culture.

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20) One potential disadvantage associated with team decision making is that A) it can be time consuming.

B) decisions made will be harder to implement.

C) fewer creative alternatives can be generated.

D) there can be negative issues related to decreased employee morale.

Answer: A Learning Objective: 4.5. Review information about four basic leadership skills: decision-making, delegation, communication, and motivation.

21) What is an example of a staff position in a hotel?

A) Controller B) General Manager C) Front Office Manager D) Food and Beverage Director Answer: A Learning Objective: 5.1. List major functions that commonly fall within the responsibility of a hotel's human resources department.

22) In most cases, human resources professionals working in a hotel will have responsibility for A) hiring staff.

B) promoting staff.

C) terminating staff.

D) recording changes in staff member status.

Answer: D Learning Objective: 5.2. Describe typical responsibilities of human resource personnel.

23) The Immigration Reform and Control Act (IRCA) makes it illegal for employers to knowingly hire job applicants who A) have a green card.

B) are not citizens of the United States.

C) were born outside the United States.

D) are not legally authorized to work in the United States.

Answer: D Learning Objective: 5.3. Discuss legal issues relating to employee selection and the employment relationship.

24) An "exempt" employee in a hotel is an individual who is A) subject to the provisions of the National Labor Relations Act (Wagner Act) B) not subject to the provisions of the National Labor Relations Act (Wagner Act) C) subject to the minimum wage and overtime provisions of the Fair Labor Standards Act (FLSA).

D) not subject to the minimum wage and overtime provisions of the Fair Labor Standards Act (FLSA).

Answer: D Learning Objective: 5.4. Explain effective human resources activities addressing employee orientation, training, compensation management, and performance assessment.

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25) To best understand effective methods to be used for preventing sexual harassment in the workplace, general managers and their staff must become familiar with the provisions of the A) Civil Rights Act. B) Fair Labor Standards Act. C) Equal Rights Amendment.

D) National Labor Relations Act. Answer: A Learning Objective: 5.5. Review the role of the human resources department in protecting the safety and security of hotel employees, workforce and work quality improvements, and the planning of future staffing needs.

26) What is the primary purpose of bookkeeping in a hotel?

A) The analyzing of financial transactions B) The recording of financial transactions C) The analysis of monthly financial transactions D) The development of monthly financial statements Answer: B Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

27) The main purpose of a hotel using generally accepted accounting principles (GAAP) is to A) increase profitability.

B) reduce operating expenses.

C) ensure uniformity when reporting financial information.

D) provide flexibility when reporting financial information.

Answer: C Learning Objective: 6.1. Describe the purposes of generally accepted accounting principles (GAAP) the Uniform System of Accounts for Lodging Industry (USALI).

28) The decision of whether to use a centralized versus a decentralized accounting system in a hotel will be made by A) the hotel's owners.

B) the hotel's controller.

C) the hotel's general manager.

D) the hotel's executive committee (EC).

Answer: A Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

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29) Formal audits of a hotel's accounting systems will normally be performed by A) the hotel's owners.

B) the hotel's controller.

C) the hotel's general manager.

D) an independent and qualified CPA. Answer: D Learning Objective: 6.2. Explain the difference between centralized and decentralized accounting systems.

30) To estimate a hotel's future sales and operating expenses, its managers will prepare A) a budget.

B) a balance sheet.

C) an income statement.

D) a profit and loss (P&L) statement.

Answer: A Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

31) A hotel has total assets of $3,000,000. The total liabilities of the hotel are $2,000,000. What is the total amount of owners' equity in this hotel?

A) $1,000,000 B) $2,000,000 C) $4,000,000 D) $5,000,000 Answer: A Learning Objective: 6.3. Identify five major accounting-related tasks for which GMs and their controllers are responsible.

32) A hotel sold 225 group room nights to 50 individual guests. What will be the hotel's average length of stay (LOS) for this sale?

A) 2.2 night LOS B) 4.5 night LOS C) 2.7 night LOS D) 4.7 night LOS Answer: B Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

33) A hotel's revenue per available room (RevPAR) is determined by the number of rooms that are sold and A) the rate at which rooms are sold.

B) the profitability of each room sold.

C) the season in which the rooms are sold.

D) the distribution channel from which the rooms are sold.

Answer: A Learning Objective: 7.1. Explain the procedures revenue managers use to establish selling prices of hotel guest rooms.

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34) The primary job of a hotel revenue manager is to optimize their hotel's occupancy rate (%) and its A) ADR. B) LOS. C) CTA. D) BAR. Answer: A Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

35) What is the formula revenue mangers use to calculate their hotels' RevPAR? A) Occupancy % + ADR = RevPAR B) Occupancy % - ADR = RevPAR C) Occupancy % x ADR = RevPAR D) Occupancy % ÷ ADR = RevPAR Answer: C Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

36) The numerator in the formula revenue managers use to calculate gross operating profit per available room (GOPAR) is calculated as total operating revenue A) plus total departmental expense.

B) minus total departmental expense.

C) plus the sum of departmental expenses and total undistributed expense.

D) minus the sum of departmental expenses and total undistributed expense.

Answer: D Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

37) A subject hotel achieved an occupancy rate of 90% this month. This month the hotel's competitive set achieved an occupancy rate of 85%. What is the subject hotel's (rounded) occupancy index for this month?

A) 94 B) 106 C) 114 D) 116 Answer: B Learning Objective: 7.2. Summarize how revenue managers seek to optimize a hotel's ADR and its occupancy percentage.

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38) What is the numerator in the formula revenue managers use to calculate their Net ADR yield on a room sale?

A) Room rate plus reservation generation fees B) Room rate minus reservation generation fees C) Best available rate (BAR) plus reservation generation fees D) Best available rate (BAR) minus reservation generation fees Answer: B Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

39) A hotel will achieve a 70% Net ADR yield on a reservation supplied by one of its third-party website partners. The room was reserved at a room rate of $180 per night. What is the amount of per night reservation generation fees the hotel will pay for this reservation?

A) $30.00 B) $54.00 C) $97.00 D) $126.00 Answer: B Learning Objective: 7.3. Describe the major distribution channels used by revenue managers.

40) Maintaining a positive online social media presence is an example of a hotel's A) sales activities.

B) advertising efforts.

C) marketing activities.

D) promotional activities.

Answer: C Learning Objective: 8.1. Explain the role of sales and marketing professionals in a hotel and within the hotel's market area.

41) A hotel sales manager is assigned to handle all bookings from the SMERF market. As a result, this sales manager will primarily be working with A) travel agents.

B) group markets.

C) corporate markets.

D) long-term stay guests.

Answer: B Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

42) A hotel booked a group that reserved 80 rooms for 6 nights. The group used 72 rooms for 5 nights. What was this group's pickup?

A) 72 rooms B) 360 rooms C) 400 rooms D) 480 rooms Answer: B Learning Objective: 8.2. Analyze the manner in which hotels segment their markets.

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43) What is the hotel industry term used to describe a hotel that hosts the main group of attendees during an event when there are multiple host hotels?

A) Key hotel B) Base hotel C) Major hotel D) Headquarter hotel Answer: D Learning Objective: 8.3. List the primary tasks addressed by a hotel's sales and marketing efforts.

44) GMs best monitor their hotels' marketing efforts by assessing the three key areas of social-media-oriented activities, web-based activities, and A) on-property activities.

B) local marketing activities.

C) franchisor-based marketing activities.

D) sales and marketing committee activities.

Answer: A Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

45) In a large hotel, the two departments the hotel's Rooms Division Manager will be responsible for managing are the Front Office and A) Housekeeping.

B) Food and Beverage.

C) Sales and Marketing.

D) Property Operations and Maintenance.

Answer: A Learning Objective: 8.4. Describe three types of activities hotels undertake to optimize their sales and marketing effectiveness.

46) The two most commonly used tools to evaluate the effectiveness of a hotel's sales effort are pace reports and A) P&Ls. B) occupancy forecasts.

C) manager's daily reports.

D) externally produced competitive set reports.

Answer: D Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

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47) The STR report for a manager's hotel indicates that last month the hotel achieved an ADR Index of 115. The manager's competitive set achieved an ADR of $180. What was the ADR of the manager's hotel last month?

A) Between $180 and $189 B) Between $190 and $199 C) Between $200 and $209 D) Between $210 and $219 Answer: C Learning Objective: 8.5. Compare the purposes of two primary reports GMs use to evaluate the effectiveness of their hotels' sales and marketing efforts.

48) A hotel has 350 rooms available to sell on Monday night. The hotel forecasts 308 rooms will be sold that night. What will be the hotel's occupancy forecast for Monday night?

A) 59% B) 71% C) 88% D) 114% Answer: C Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

49) A hotel has 650 rooms available for sale. For Monday night the hotel's occupancy forecast is 60%. What is the number of rooms the hotel has available to sell for Monday night?

A) 65 B) 260 C) 300 D) 390 Answer: B Learning Objective: 9.1. Describe the major responsibilities of a hotel's front office.

50) The day on which a hotel will releases rooms that have not been picked up from a group rooms block is referred to as that group's A) cut-off date.

B) contract date.

C) departure date.

D) restricted date.

Answer: A Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

51) What is the type of room sale that is most often made through the efforts of a hotel's front-office staff?

A) Group B) SMERF C) Transient D) Convention Answer: C Learning Objective: 9.2. Explain how a hotel's front office manages guest reservations.

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52) The final step in the guest registration process is A) room assignment.

B) the issuance of room keys.

C) the signing of a registration card.

D) securing an appropriate form of payment.

Answer: A Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

53) A walked guest is an arriving guest who is denied a room A) despite having a confirmed reservation.

B) since they arrived past the normal check-in time.

C) because they did not have a confirmed reservation.

D) because they could not provide a valid form of payment.

Answer: A Learning Objective: 9.3. Outline the major services provided by a hotel's front desk during guest arrival, stay, and departure.

54) A hotel's night auditor performs a bucket check to A) assist in ADR calculations.

B) assist in occupancy forecasting.

C) verify the accuracy of current folio balances.

D) verify the accuracy of key guest registration information.

Answer: D Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

55) At what time would it be best for a night auditor to perform their audit?

A) 2:00 a.m. to 4:00 a.m.

B) 6:00 a.m. to 8:00 a.m.

C) 11 a.m. to 1:00 p.m.

D) 4:00 p.m. to 6:00 p.m.

Answer: A Learning Objective: 9.4. Summarize the accounting tasks completed at a hotel's front desk.

56) What is the primary purpose of a hotel's PBX? A) Maintain accurate folio balances B) Confirm room rates to be paid C) Process phone calls and charges D) Assist in bucket check completion Answer: C Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

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57) Who is the individual in a hotel who is most responsible for maintaining the security and integrity of the hotels' back office accounting system?

A) FOM B) DOSM C) Controller D) Director of Security Answer: C Learning Objective: 9.5. Review the importance of ensuring that guest information and other data maintained in the front office is properly managed and kept secure.

58) What is the job title of the individual responsible for the management of a hotel's housekeeping department?

A) Housekeeping Manager (HM) B) Director of Housekeeping (DOH) C) Manager of Housekeeping (MOH) D) Administrative Housekeeper (AH) Answer: B Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

59) When a registered guest(s) indicates this is the last day they will use their room, that room's status would be recorded as a A) due out.

B) stay out.

C) sleep-out.

D) check out.

Answer: A Learning Objective: 10.1. Explain the role of a hotel's housekeeping department.

60) What is the most widely accepted industry term used to identify those individuals who are assigned to guest room cleaning duties?

A) Maids B) House persons C) Rooms persons D) Room attendants Answer: D Learning Objective: 10.2. Describe the staff positions that exist in a typical hotel's housekeeping department.

61) From a legal perspective, any property that a guest has unintentionally left behind in their room and then forgotten about is referred to as A) lost property.

B) mislaid property.

C) discarded property.

D) abandoned property.

Answer: A Learning Objective: 10.3. Summarize the major management responsibilities for which Directors of Housekeeping are held accountable.

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62) What is the denominator in the formula hoteliers use to calculate their cost per occupied room (CPOR)?

A) Number of rooms cleaned B) Number of rooms inspected C) Number of occupied rooms D) Number of rooms available for sale Answer: C Learning Objective: 10.4. Identify key tasks that must be completed to properly clean a hotel's public spaces and guest rooms.

63) A hotel's normal usage of bath towels is 1,000 towels. How many towels should this hotel have on hand to maintain the recommended inventory level for bath towels?

A) 2,000 B) 3,000 C) 4,000 D) 5,000 Answer: B Learning Objective: 10.5. List the important areas housekeepers must address when managing a hotel's on-premises laundry area.

64) The typical gross operating profit (GOP) percentage for a hotel's food and beverage department is approximately A) 5% B) 25% C) 50% D) 75% Answer: B Learning Objective: 11.1. Review basic differences between hotel and restaurant food-service operations.

65) Who would supervise the work of the food and beverage manager in a limited-service hotel?

A) Sous Chef B) Banquet Manager C) Catering Manager D) General Manager Answer: D Learning Objective: 11.2. Describe how hotel food and beverage operations are organized.

66) The best time to hold a "line-up" training session for a hotel's dining service staff would be at the A) end of a work shift.

B) end of the work week.

C) beginning of a work shift.

D) beginning of the work week.

Answer: C Learning Objective: 11.3. Identify key features of à la carte dining operations in hotels.

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67) On Tuesday night, a hotel's ala carte dining room generated sales of $6,150 and 185 guests were served. What was the dining room's check average on Tuesday night?

A) $21.74 B) $29.53 C) $30.08 D) $33.24 Answer: D Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

68) When drinks are served during an event offering a cash bar, A) the hotel comps' the host's drinks.

B) guests pay the event's host for the beverages they consume.

C) guests personally pay the hotel for the beverages they consume.

D) the event's host pays the hotel for beverages consumed by guests.

Answer: C Learning Objective: 11.4. Describe three types of hotel food and beverage services: room service, banquet operations, and concierge services.

69) In a third-party liability (dram shop) lawsuit, who would be the third party?

A) The one who was injured B) The one who caused the injury C) The one who served the alcohol D) The one who consumed the alcohol Answer: A Learning Objective: 11.5. Explain third-party liability as it relates to the service of alcoholic beverages in hotels.

70) Those food and beverage directors adopting a "Farm-to-Fork," or "Farm-to-Table" product sourcing philosophy are those who are most concerned about A) product cost.

B) product variety.

C) menu item expansion.

D) environmental sustainability.

Answer: D Learning Objective: 11.6. Discuss future hotel food and beverage-service challenges and trends.

71) An effective HVAC system in a hotel provides proper air quality and it A) requires minimal routine maintenance.

B) provides comfortable air temperature.

C) has been designed by the hotel's Director of Engineering.

D) will complement the hotel's hot and cold water delivery systems.

Answer: B Learning Objective: 12.1. Explain the primary role of a hotel's POM department.

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72) If a required POM-related task exceeds the capabilities of in-house POM staff members that task will most often be A) outsourced.

B) postponed by 30 days.

C) performed by the hotel's G.M. D) performed by the hotel's Director of Engineering.

Answer: A Learning Objective: 12.2. Describe staff positions in a typical hotel's POM department.

73) What is the type of maintenance that would address tasks such as the servicing of a hotel's elevator motors and electronic sensors?

A) Routine B) Preventive C) Emergency D) Outsourced Answer: D Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

74) In a well-managed hotel, who should be assigned the responsibility of initiating needed work orders?

A) POM staff B) All employees C) The Director of Engineering (DOE) D) Management and salaried employees Answer: B Learning Objective: 12.3. List the types of maintenance a Director of Engineering oversees to properly manage a hotel's POM department.

75) In most cases, a hotel's wastewater charges will be reduced when it reduces its A) energy usage.

B) natural gas usage.

C) water consumption.

D) electrical consumption.

Answer: C Learning Objective: 12.4. Identify the major areas of utility management for which a hotel's POM department staff are responsible.

76) A hotel's POM department installs water flow restrictors in guest room shower heads. The two areas of sustainability this action will directly affect are water management and A) pollution prevention.

B) energy conservation.

C) solid waste minimization.

D) environmentally sensitive purchasing.

Answer: B Learning Objective: 12.5. State the advantages to a hotel of implementing sustainable (green) practices in its operations and maintenance.

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77) When used in relation to hotel operations, the term "security" refers to the protection of property or assets, while the term "safety" refers to A) the absence of crime.

B) the prevention of crime.

C) the protection of operating profits.

D) protection of an individual's physical well-being and health.

Answer: D Learning Objective: 13.1. Explain the concept of legal liability as it relates to hotel guest and employee safety.

78) One major advantage of using cloud-based security camera systems in a hotel is that these systems A) reduce operating costs.

B) increase recorded image quality.

C) reduce initial cost of the cameras required.

D) increase data security due to resistance to hacking.

Answer: B Learning Objective: 13.2. Identify significant safety resources available to all hotel GMs. 79) What is the document that GMs should assure is prepared by a hotel staff member in the event of an accident, injury, or disturbance occurring at their hotels?

A) Emergency plan B) Incident report C) 911 call summary D) Crisis response outline Answer: B Learning Objective: 13.3. Describe the importance of effective emergency planning in a hotel.

80) A hotel has established written safety checklists but can provide no proof the checklists are consistently used. If a problem related to one or more items on a checklist arises, this hotel's A) potential liability will increase.

B) potential liability will be decreased.

C) managers will still be able to demonstrate reasonable care.

D) managers will likely face OSHA-initiated fines and/or penalties.

Answer: A Learning Objective: 13.4. Describe special hotel safety issues that GMs must address.

81) What is the purpose of required OSHA Form 300?

A) Report CPR training completion B) Document use of safety data sheets (SDS) C) Report work-related injuries and illnesses D) Document incidents of equipment lock out (tag out) Answer: C Learning Objective: 13.5. Describe how OSHA requirements affect worker and guest safety.

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82) Why do hotels purchase bonding insurance?

A) To protect against loss due to fires B) To protect against loss due to robberies C) To protect against loss due to employee theft D) To protect against loss of income due to natural disasters Answer: C Learning Objective: 13.6. List significant internal and external threats to a hotel's security.

83) What is the primary advantage to a hotel owner of having a defined area of protection (AOP)?

A) To minimize royalty fees to be paid B) To maximize royalty fees to be paid C) To avoid competing with similar hotel brands D) To avoid competing with identical hotel brands Answer: D Learning Objective: 14.1. Describe the hotel franchise relationship and major elements in a hotel franchise agreement.

84) A hotel owner is considering changing the flag on their property. Who will prepare the hotel's product improvement plan (PIP) if one is needed?

A) The hotel's owner B) The hotel's new franchisor C) The hotel's general manager D) The hotel's lenders and/or investors Answer: B Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

85) A hotel is being re-flagged to a new brand. This hotel will now be required to use the new brand's A) room inspection checklists.

B) accounts payable (AP) system.

C) back-office accounting system.

D) property management system (PMS).

Answer: D Learning Objective: 14.2. Identify major factors considered as hotel owners select a franchisor.

86) What is the typical amount a hotel management company will charge a hotel's owner for managing the owner's hotel?

A) 1-5% of gross profits B) 6-10% of gross profits C) 1-5% of gross revenue D) 6-10% of gross revenue Answer: C Learning Objective: 14.3. Describe the origin and purpose and company structures of hotel management companies.

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87) What is the element in a management operating agreement that would address whether a management company is allowed to operate a directly competing hotel?

A) Base fees B) Exclusivity conditions C) Insurance requirements D) Financial reporting requirements Answer: B Learning Objective: 14.4. Describe the major elements in a management operating agreement.

88) Who is the direct supervisor of a hotel's franchise services director (FSD)?

A) Hotel owner B) Hotel brand manager C) Hotel general manager D) Hotel management company Answer: B Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

89) What is a job position in a large hotel in which the individual holding the position will most likely be retained if a new contract agreement results in a new management company operating the hotel?

A) Controller B) General manager (GM) C) Front Office Manager (FOM) D) Director of Sales and Marketing (DOSM) Answer: C Learning Objective: 14.5. List major issues GMs must address when operating a franchised hotel and a hotel for a management company.

90) What is the name for a contract provision stating that a hotel's existing franchise agreement will remain in place even if there is a change in the hotel's ownership?

A) Collection clause B) Disturbance clause C) Non-disturbance clause D) Area of protection (AOP) clause Answer: C Learning Objective: 15.1. Identify important considerations when deciding between building a new hotel and buying an existing hotel.

91) In most cases, when should the marketing of a newly constructed hotel begin?

A) 1 week before its opening B) 1 month before its opening C) 12 months before its opening D) 24 months before its opening Answer: C Learning Objective: 15.2. Describe the process typically involved in the development of a new hotel.

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92) The purpose of conducting a formal appraisal of an existing hotel is to form an opinion about the property's A) profit potential.

B) fair market value.

C) ideal purchase price.

D) revenue generating potential.

Answer: B Learning Objective: 15.3. Describe the process typically involved in the purchase of an existing hotel.

93) One important advantage of using increased amounts of leverage when a buying hotel is that greater leverage will usually result in A) greater operating profits.

B) lower levels of debt repayments.

C) increased buyer's return on equity.

D) improvements in operating cash flows.

Answer: C Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

94) A hotel generates positive cash flow of $4,500,000 per year. It has total required debt service payments of $1,800,000 per year. What would be this hotel's debt service coverage ratio (DSCR)?

A) 0.40 B) 2.5 C) 2.9 D) 4.0 Answer: B Learning Objective: 15.4. Discuss common methods of financing hotel acquisitions.

95) An owner's hotel appreciates in value. The impact on the owner's balance sheet for this hotel will be A) a decrease in asset value and a decrease in owner's equity.

B) a decrease in asset value and an increase in owner's equity.

C) an increase in asset value and a decrease in owner's equity.

D) an increase in asset value and an increase in owner's equity.

Answer: D Learning Objective: 15.5. List economic and personal benefits of hotel ownership.

96) A popular OTA has created its own guest loyalty program. What area of concern for hotel owners will this action most impact?

A) Changes in technology B) Developing loyal customers C) Changes in guest expectations D) Implementation of digital marketing strategies Answer: B Learning Objective: 15.6. Identify current and future challenges of hotel ownership.

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97) Feelings of disorientation, confusion, and changes in emotions that can be created when one visits or lives in a different culture is referred to as A) anxiety.

B) culture shock.

C) responsiveness.

D) multi-nationalism.

Answer: B Learning Objective: 16.1. Provide an overview of the professional challenges that confront those who manage hotels in the international marketplace.

98) What personal ability would be most predictive of the future success of a newly appointed expatriate manager?

A) Their ability to adopt the beliefs of others B) Their ability to write in the local language C) Their ability to speak fluently in the local language D) Their ability to listen to and respect the beliefs of others Answer: D Learning Objective: 16.2. Review personal factors that impact the success of an expatriate hotel manager.

99) What personal characteristic would have the most impact on an individual's success if they were given a job as an expatriate manager?

A) The age of the person selected B) The gender of the person selected C) The pay history of the person selected D) The job history of the person selected.

Answer: D Learning Objective: 16.3. Describe other factors that are integral to the success of an international hotel management assignment.

100) Two countries whose presence in the international business landscape is significantly increasing are China and A) India.

B) Mexico.

C) Canada.

D) Ireland.

Answer: A Learning Objective: 16.4. Provide practical suggestions to best ensure a successful international hotel management assignment.

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