Facilities Management in Hospitality
Exam Answer Key
Course Introduction
Facilities Management in Hospitality explores the essential principles and practices involved in maintaining and operating the physical assets of hotels, resorts, restaurants, and other hospitality establishments. The course covers facility design, maintenance planning, safety and security, sustainable operations, budgeting, and legal compliance, emphasizing the integration of efficient facility management with guest satisfaction and operational excellence. Through case studies and practical examples, students learn to address challenges related to energy management, waste reduction, technology integration, and crisis response, preparing them to ensure the optimal functioning and longevity of hospitality properties.
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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Sample Questions
Q1) Enrollment in a formal two-year or four-year hospitality management training program is
A) absolutely critical to a successful hospitality career.
B) not absolutely critical to a successful hospitality career.
C) absolutely critical to a successful multi-unit hospitality career.
D) irrelevant to a manager's lodging career.
Answer: B
Q2) Which type of lodging operation offers its guests sleeping rooms,meeting space and complete food and beverage services?
A) Select-service
B) Full-service
C) Limited-service
D) Hostel
Answer: B
Q3) How is "market share" typically determined in the lodging industry?
A) By the percentage of dollars spent
B) By the number of guest rooms sold
C) By the number of guest rooms available for sale
D) By the number of hotels in a market
Answer: A
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Chapter 2: The Guest Service Imperative
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Sample Questions
Q1) 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
Q2) Employee guest ratio is typically calculated as the number of hotel employees relative to the
A) room revenue achieved by a hotel.
B) number of rooms in a hotel.
C) number of rooms sold in a hotel.
D) supervision levels in a hotel.
Answer: B
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Chapter 3: The Hotel General Manager
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Sample Questions
Q1) Who would most likely be a member of a hotel's EOC?
A) Room attendant
B) Guest service agent
C) Franchise brand manager
D) Food and beverage director
Answer: D
Q2) Which industry certification would be of most importance to a hotel owner whose property offered extensive banquet facilities and catering space?
A) CHA
B) CFBE
C) CLSS
D) CHRM
Answer: B
Q3) Which describes 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
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Chapter 4: General Managers Are Leaders
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Sample Questions
Q1) What is true about nonprogrammed decisions that require creativity?
A) They are most often made by line-level employees.
B) They are repetitive.
C) They are made infrequently.
D) They are routinely made.
Q2) The process by which a new employee is welcomed and integrated into the hotel is called
A) recruitment.
B) on-boarding.
C) orientation.
D) induction.
Q3) In most cases,today's hotel general managers work
A) a longer work week than did their counterparts in the past.
B) a shorter work week than did their counterparts in the past.
C) the same amount of time each week as did their counterparts in the past.
D) twice as many hours per week as do a hotel's hourly paid workers.
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6
Chapter 5: Human Resources
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Sample Questions
Q1) Which is true about the employment history of qualified HR Directors?
A) It will include an employment law background.
B) It will include time served as a hotel department head.
C) It will include a formal degree in HR management.
D) There is no single best background for an HR Director.
Q2) Which is the first step in the development of a successful succession planning effort?
A) Recruitment of external staff that might fill current positions and participate in activities to better prepare them for the responsibilities of future positions
B) Determining currently employed persons who might be trained for and gain experience in activities related to desired competencies
C) Identification of positions to be addressed in the succession planning process
D) Considering required competencies and other talents required over the long term
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Chapter 6: Accounting
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Sample Questions
Q1) Which management activity is NOT reported on a hotel's Statement of cash flows?
A) Investing
B) Financing
C) Operating
D) Forecasting
Q2) 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
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) Which guest rooms booking method is currently increasing at the fastest rate?
A) Email
B) Mobile
C) Walk-in
D) 800 number
Q2) Guests receive no complimentary meals when they book their room under the A) European plan.
B) American plan.
C) all-inclusive plan.
D) modified American plan.
Q3) A hotel achieved an ADR index of 140 this month.This month its competitive set achieved an ADR of $210.What was the hotel's ADR for the month?
A) $150.00
B) $194.00
C) $250.00
D) $294.00
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Chapter 8: Sales and Marketing
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Sample Questions
Q1) Which is an example of a potential demand generator for an individual hotel?
A) Low prices
B) Clean rooms
C) Local university
D) Popular franchise
Q2) Which market segment is made up of business travelers?
A) Leisure
B) SMERF
C) Corporate
D) Long-term stay
Q3) The two most commonly used tools to evaluate the effectiveness of a hotel's sales effort are the STAR report and the
A) P&L.
B) pace report.
C) manager's daily.
D) occupancy forecast.
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Page 10
Chapter 9: The Front Office
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Sample Questions
Q1) Which 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
Q2) A hotel has 400 rooms available to sell on Monday night.The hotel forecasts 360 rooms will be sold that night.What is the hotel's occupancy forecast for Monday night?
A) 50%
B) 71%
C) 90%
D) 111%
Q3) What is the hotel industry term used to describe the computerized system that identifies telephone charges to be posted to guest folios?
A) Tolls assessment
B) Call accounting
C) Telephone charge system
D) Telephone reconciliation
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11
Chapter 10: House-Keeping
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Sample Questions
Q1) Property that a guest unintentionally left behind and has forgotten about is referred to as
A) lost property.
B) mislaid property.
C) discarded property.
D) abandoned property.
Q2) Which type of cleaner would be the best choice for removing rust stains from cement walkways?
A) Acid-based
B) Alkali-based
C) Diluent-based
D) Solvent-based
Q3) In most cases,what is a reasonable amount of time to hold a valuable item placed into a hotel's lost and found?
A) 30 days
B) 45 days
C) 60 days
D) 90 days
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Chapter 11: Food and Beverage
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Sample Questions
Q1) Which is an example of a non-commercial food service operation?
A) Hotel room service
B) Hotel banquet operation
C) Quick service restaurant
D) Hospital food service operation
Q2) Which is NOT a customer demographic?
A) Age
B) Marital status
C) Education
D) Gender
Q3) What is true about the cost of providing room service meals?
A) The cost is equal to that of providing dining room service.
B) The cost is higher than that of providing dining room service.
C) The cost is lower than that of providing dining room service.
D) The cost is lower than that of providing dining room service but the cost is more than offset due to the higher prices charged for menu items served in the dining room.
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13
Chapter 12: Property Operation and Maintenance
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Sample Questions
Q1) What is measured by lumens?
A) Light intensity
B) Electrical usage
C) Water flow rates
D) Natural gas flow rates
Q2) For what types of equipment would seasonal PM programs be most important?
A) Gas
B) HVAC
C) Kitchen
D) Wastewater
Q3) A hotel purchases 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.
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Chapter 13: Personal Safety and Property Security
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Sample Questions
Q1) Which threat to hotel guests' safety and security would likely be considered foreseeable 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.
Q2) Which is the best tool hotel managers can use for identifying the inappropriate selling of hotel guest rooms?
A) Manager's Daily
B) Discrepancy report
C) Rooms turnover report
D) MOD Room Inspection checklist
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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) Which is most likely to be a source of hotel guests' displeasure when a property is operated as part of franchised brand?
A) Unrealistic FSD expectations
B) Unrealistic owner expectations
C) Dissatisfaction with brand consistency
D) Dissatisfaction with brand pricing policies
Q3) The hotel occupancy tax is also know in the hotel industry as the
A) inn tax.
B) bed tax.
C) sleep tax.
D) pillow tax.
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Page 16
Chapter 15: Managing in the Global Hotel Industry
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Sample Questions
Q1) When would it be best for transitional training for an international work assignment to occur?
A) Before arrival in the host country.
B) Immediately after arrival in the host country.
C) Before and after arrival in the host country.
D) One year after arrival in the country.
Q2) A country's exchange rate refers to the trading of
A) staff members.
B) profits.
C) currency.
D) managers.
Q3) Which would be most important to the potential success of an expatriate manager?
A) The ability to listen and understand the beliefs of others.
B) The ability to adopt the beliefs of others.
C) Fluency in speaking the local language.
D) The ability to write in the local language.
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