Hospitality Management
Exam Materials
Course Introduction
Hospitality Management is a multidisciplinary course designed to provide students with a comprehensive understanding of the hospitality industry, including sectors such as lodging, food and beverage, event planning, travel, and tourism. The course covers essential topics such as customer service excellence, operations management, marketing strategies, financial management, human resource practices, and the principles of sustainable and ethical hospitality. Through case studies, real-world scenarios, and practical exercises, students develop critical thinking and leadership skills necessary for effective management in diverse and dynamic hospitality environments.
Recommended Textbook
Hotel Operations Management 3rd Edition by David K. Hayes
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15 Chapters
374 Verified Questions
374 Flashcards
Source URL: https://quizplus.com/study-set/2414
Page 2
Chapter 1: Overview of the Hotel Industry
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24 Verified Questions
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Sample Questions
Q1) The focusing of marketing efforts on highly-defined groups of travelers is a process known in the lodging industry as
A) merchandising.
B) revenue management.
C) shotgun marketing.
D) market segmentation.
Answer: D
Q2) Which lodging industry characteristic recognizes the fact that,if a guest room is not rented on a specific day,the room revenue that would have been achieved for that room,on that day,is lost forever?
A) Inseparability of manufacture and sales
B) Perishability
C) Repetitiveness
D) Labor intensive
Answer: B
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Chapter 2: The Guest Service Imperative
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25 Verified Questions
25 Flashcards
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Sample Questions
Q1) Hotel owners want their guests to have
A) as many moments of truth as possible.
B) as few 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
Q2) What is true about word of mouth advertising?
A) It is neither positive nor negative.
B) It can be positive or negative.
C) It is always positive.
D) It is always negative.
Answer: B
Q3) A guest's perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called A) value.
B) service.
C) quality.
D) moment of truth.
Answer: A
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Page 4
Chapter 3: The Hotel General Manager
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25 Flashcards
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Sample Questions
Q1) 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
Q2) The primary purpose of professional certification in the hospitality industry is to
A) reduce training costs.
B) replace OJT programs.
C) earn advanced degrees.
D) demonstrate competency.
Answer: D
Q3) Who would most likely assign a hotel its quality inspection score?
A) The hotel's GM
B) The hotel's EOC
C) The hotel's owners
D) The hotel's brand managers
Answer: D
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Page 5
Chapter 4: General Managers Are Leaders
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25 Flashcards
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Sample Questions
Q1) Which is a collection of understandings shared by the hotel's staff members that influence decision-making and is passed on to new employees?
A) Empowerment
B) Mission statement
C) Organizational culture
D) Organization chart
Q2) Human relations in business refers to the skills needed to understand and effectively
A) interact with other people.
B) service hotel guests.
C) manage staff.
D) generate a profit.
Q3) Which skills must be used in almost all management and supervisory positions?
A) Administrative skills
B) Conceptual skills
C) Technical skills
D) Interpersonal skills
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Chapter 5: Human Resources
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Sample Questions
Q1) HR responsibilities in larger hotels are split between the HR department and A) operating managers in line departments.
B) operating managers in staff departments.
C) the general manager.
D) local governmental agencies.
Q2) Which is a list of the personal qualities judged necessary for successful performance of the tasks required in a job?
A) Job requirement
B) Job specification
C) Job rotation
D) Job enhancement
Q3) What is the focus of external recruitment?
A) Identifying current workers who are deserving of raises.
B) Identifying current workers for promotion.
C) Attracting persons who are not current hotel employees for vacant positions.
D) Attracting persons who are current hotel employees for vacant positions.
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Chapter 6: Accounting
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Sample Questions
Q1) A hotel's 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.
Q2) Which financial tool would help a GM determine the best time to temporarily close a large number of guest rooms for renovation?
A) Audit
B) Budget
C) Revenue forecast
D) Statement of cash flows
Q3) A hotel's 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.
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Chapter 7: Revenue Management
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Sample Questions
Q1) Last night a hotel sold 185 rooms and achieved an ADR of $175.What was the amount of rooms revenue achieved by the hotel last night?
A) $27,550
B) $32,375
C) $47,550
D) $52,375
Q2) Approximately what percent of hotel reservations are currently booked online?
A) 21-30%
B) 31-40%
C) 41-50%
D) Over 50%
Q3) A fade rate will most likely used 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.
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Chapter 8: Sales and Marketing
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Sample Questions
Q1) 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%
Q2) Who most often negotiates sales contracts on behalf of a hotel?
A) GM
B) FOM
C) Owner
D) DOSM
Q3) Which activity would be listed in a hotel's marketing plan?
A) Sell clean rooms
B) Provide friendly service
C) Place advertisement in CVB guide
D) Maintain facilities is excellent condition
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Chapter 9: The Front Office
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Sample Questions
Q1) At what time would it be best for an auditor to perform his or her night audit?
A) 5:00 a.m. to 7:00 a.m.
B) 2:00 a.m. to 4:00 a.m.
C) 11 p.m. to 1:00 a.m.
D) 4:00 p.m. to 6:00 p.m.
Q2) The situation in which all of a hotel's rooms are sold or oversold is referred to as a A) CTA.
B) sell-out.
C) shut-out.
D) black-out.
Q3) To which department would a hotel guest most likely complain about a TV that is not functioning properly in his room?
A) Front office
B) Maintenance
C) Housekeeping
D) Sales and Marketing
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Chapter 10: House-Keeping
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Sample Questions
Q1) 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.
Q2) What is the title of the individual responsible for the administration of a hotel's housekeeping department?
A) Housekeeping Manager
B) Executive Housekeeper
C) Manager of Housekeeping
D) Administrative Housekeeper
Q3) Which area in a hotel most often informs a GM of housekeeping deficiencies experienced by the hotel's guests?
A) Front office
B) Housekeeping
C) Sales and Marketing
D) Property Operations and Maintenance
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Page 12
Chapter 11: Food and Beverage
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25 Flashcards
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Sample Questions
Q1) A hotel F&B Director is committed to a "farm-to-fork" purchasing philosophy.This F&B Director would likely purchase many
A) convenience items.
B) locally sourced items.
C) organic items.
D) pre-prepared items.
Q2) What is the food service term for the amount of money remaining from a food sale after subtracting the sold item's cost from its selling price?
A) Check average
B) Food cost percentage
C) Contribution margin
D) Cost of food sold
Q3) What is true about drinks served at a hosted bar?
A) Guests pay the host for the beverages they consume.
B) Guests pay the hotel for beverages ordered by the host.
C) The host pays the hotel for beverages consumed by guests.
D) The hotel comps the host's drinks.
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Chapter 12: Property Operation and Maintenance
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25 Flashcards
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Sample Questions
Q1) What is an energy sensitive,but effective for cleaning,setting for hot water temperatures to be used in a hotel's OPL?
A) 90° Fahrenheit (32° Celsius)
B) 100° Fahrenheit (38° Celsius)
C) 110° Fahrenheit (43° Celsius)
D) 120° Fahrenheit (49° Celsius)
Q2) The major cost of operating a hotel's air conditioning system will be related to its use of
A) water.
B) electricity.
C) natural gas.
D) fossils fuels.
Q3) Which type of light producing lamps requires special disposal methods because they contain trace amounts of mercury?
A) CFLs
B) LEDs
C) Traditional
D) Incandescent
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Chapter 13: Personal Safety and Property Security
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Sample Questions
Q1) OSHA does not require a hotel to develop a written Emergency Action and Fire Prevention Plan if
A) the hotel employs fewer than 10 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.
Q2) Which hotel employees must be trained in the handling of blood-stained items capable of carrying the human immunodeficiency virus (HIV)?
A) All staff
B) F&B staff
C) Front office staff
D) Housekeeping staff
Q3) What activity would most prevent failure in a hotel's recodable locking system?
A) Regular replacement of lock batteries
B) Regular inspection of the hotels electrical system
C) Regular maintenance of the hotel's back-up generator
D) Regular training in the importance of key card issuing policies
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Page 15
Chapter 14: Franchise Agreements and Management Contracts
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Sample Questions
Q1) What would be the impact on an owner's ability to sell a hotel if the management contract currently in place on the property included a very high cost buyout clause?
A) The clause would prevent the sale of the property.
B) The hotel would be easier to sell because of the clause.
C) The hotel would be harder to sell because of the clause.
D) The clause would have no impact on the potential sale of the property.
Q2) Who is responsible for verifying the accuracy of information presented in a Franchise Disclosure Document (FDD)?
A) A Federal governmental agency
B) The person or company reading the FDD
C) The person or company preparing the FDD
D) A governmental agency operating in the state in which the FDD was filed
Q3) The purpose of a "window" in a franchise agreement is to give franchisors and franchisees the right to
A) early extension of their agreements.
B) early termination of their agreements.
C) renegotiate the area of protection called for in the agreements.
D) renegotiate the franchise fees that must be paid during the life of the agreements.
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Chapter 15: Managing in the Global Hotel Industry
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Sample Questions
Q1) Cross-cultural adaptability refers to the extend one can adapt to another country's
A) eating habits.
B) culture.
C) art.
D) religion.
Q2) A low- or middle-income country in which most people have a low standard of living and access to fewer goods and services than do persons in countries with higher income levels is referred to as
A) an emerging country.
B) a developing country.
C) a developed country.
D) an unmerging country.
Q3) The financial ripple that occurs within a local economy when money is spent and then re-spent is referred to as
A) taxable income.
B) the multiplier effect.
C) capital accumulation.
D) a capital expenditure.
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