Hospitality Administration Review
Questions
Course Introduction
Hospitality Administration is a comprehensive course designed to introduce students to the dynamic field of hospitality management, covering core topics such as hotel operations, food and beverage management, customer service, and event planning. The course emphasizes practical skills and industry standards essential for managing hospitality establishments, including strategic planning, leadership, human resource management, and financial analysis. Students will explore the global nature of the hospitality industry, understand consumer trends, and examine emerging technologies shaping guest experiences. Through case studies and real-world examples, the course prepares students for various career paths in hotels, resorts, restaurants, and tourism enterprises.
Recommended Textbook
Hotel Operations Management 3rd Edition by David
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15 Chapters
374 Verified Questions
374 Flashcards
Source URL: https://quizplus.com/study-set/2414
Page 2
K. Hayes
Chapter 1: Overview of the Hotel Industry
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24 Verified Questions
24 Flashcards
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Sample Questions
Q1) 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
Q2) About what percentage of hotel guests travel for pleasure,rather than travelling for business?
A) 19%
B) 39%
C) 79%
D) 59%
Answer: D
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Page 3
Chapter 2: The Guest Service Imperative
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25 Verified Questions
25 Flashcards
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Sample Questions
Q1) Word-of-mouth advertising originates from a hotel's A) managers.
B) staff.
C) guests.
D) owners.
Answer: C
Q2) 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) While the guest is still on the property.
C) Within 24 hours of the guest's departure.
D) Within 1 week of the guest's departure.
Answer: B
Q3) Moments of truth are impressions formed by hotel A) managers.
B) staff.
C) guests.
D) owners.
Answer: C
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Page 4
Chapter 3: The Hotel General Manager
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Sample Questions
Q1) Which statement 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
Q2) 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
Q3) A common use of GM job descriptions is to
A) establish pay rates.
B) advertise job vacancies.
C) identify training needs.
D) make EOC assignments.
Answer: B
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Page 5
Chapter 4: General Managers Are Leaders
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Sample Questions
Q1) The best GM s provide their employees with direction and control
A) when they have time.
B) when their properties are busy.
C) only when needed.
D) at all times.
Q2) 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.
Q3) During which hotel-initiated activity would a new employee be told where to park her car when she comes at work?
A) Recruitment
B) On-boarding
C) Orientation
D) Induction
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Chapter 5: Human Resources
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Sample Questions
Q1) HR Directors in a hotel typically report to the
A) hotel's owners.
B) general manager.
C) rooms division manager.
D) controller.
Q2) Who would most typically serve as the Director of Human Resources in a small hotel?
A) General Manager
B) Director of Sales and Marketing
C) Food and Beverage Director
D) Front Office Manager
Q3) Which is a list of tasks that an employee working in a specific position must be able to effectively perform?
A) Job requirement
B) Job description
C) Job specification
D) Job rotation
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Chapter 6: Accounting
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Sample Questions
Q1) What is the purpose of bookkeeping?
A) Record financial transactions
B) Analyze financial transactions
C) Record monthly financial statements
D) Analyze monthly financial statements
Q2) What is the formula accountants use to create a Balance sheet?
A) Assets = Liabilities - Owners' equity
B) Assets = Liabilities + Owners' equity
C) Assets = Liabilities ÷ Owners' equity
D) Assets = Liabilities x Owners' equity
Q3) Which type of budget would be best used for scheduling needed capital expenditures?
A) Weekly
B) Monthly
C) Annual
D) Long range
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Chapter 7: Revenue Management
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Sample Questions
Q1) What is another term commonly used in the hotel industry to describe revenue management?
A) Rate management
B) Yield management
C) Rooms management
D) Occupancy management
Q2) The number of rooms of all types available for sale by a hotel is known as the hotel's
A) rooms level.
B) rooms inventory.
C) product placement.
D) product assortment.
Q3) Which 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 rack rates
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Chapter 8: Sales and Marketing
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Sample Questions
Q1) 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.
Q2) A travel agency that interacts with its customers only,or primarily,via the Internet is known in the lodging industry as
A) an ITA.
B) an OTA.
C) a travel wholesaler.
D) a transparent agency,
Q3) Which market segment is made up of business travelers?
A) Leisure
B) SMERF
C) Corporate
D) Long-term stay
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Chapter 9: The Front Office
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Sample Questions
Q1) 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.
Q2) 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
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) 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
Q2) What results when OPL procedures result in agitation length and strength that is excessive?
A) Excessive water usage
B) Damage to fabric fibers
C) Needless chemical usage
D) Insufficient cleaning of fabrics
Q3) What is the recommended rest time for cleaned laundry?
A) 6 hours
B) 12 hours
C) 24 hours
D) 48 hours
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Chapter 11: Food and Beverage
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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) In a hotel dining room with total revenue of $1,150 and 85 guests served,what would be hotel's check average?
A) $13.53
B) $7.39
C) $1.53
D) $0.74
Q3) 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
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Chapter 12: Property Operation and Maintenance
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Sample Questions
Q1) Which task would NOT typically be assigned to an individual employed as a maintenance assistant in a hotel?
A) Reset circuit breakers
B) Design electrical systems
C) Replace electrical switches
D) Use voltage testers and amp probes
Q2) 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.
Q3) 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)
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Chapter 13: Personal Safety and Property Security
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Sample Questions
Q1) 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.
Q2) When a manager knows,or should have known,about a threat to safety,that threat is considered to be
A) pending.
B) imminent.
C) foreseeable.
D) forthcoming.
Q3) What is the highest temperature recommended for operating hotel hot tubs and whirlpools?
A) 100°F (C-39°)
B) 105°F (C-41°)
C) 110°F (C-43°)
D) 115°F (C-46°)
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Chapter 14: Franchise Agreements and Management Contracts
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Sample Questions
Q1) A franchised hotel generates $2,000,000 per year in gross rooms revenue.What amount of franchise fees is this hotel likely to be required to pay its franchisor on this level of rooms revenue?
A) Less than $60,000
B) $60,000 to $300,000
C) $300,001 to $500,000
D) Over $500,000
Q2) Who is most often responsible for any costs resulting from errors made by a management company in its operation of a branded hotel?
A) The hotel's GM
B) The hotel's owners
C) The brand managers
D) The management company
Q3) Which governmental agency in the U.S.regulates the actions of franchisors?
A) Department of the Treasury
B) Federal Trade Commission (FTC)
C) Small Business Administration (SBA)
D) Consumer Financial Protection Bureau
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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) Who would be considered a direct report of a hotel's Front Office Manager?
A) Room attendant
B) Desk agents
C) Sous chef
D) Controller
Q3) Which manager would likely have the most success in an international assignment?
A) A manager who is rigid and inflexible in her belief systems
B) A manager who has never traveled outside his own country
C) A manager who volunteered for the assignment
D) A manager who accepted the assignment only for a pay raise
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