Hospitality Facility Management
Mock Exam
Course Introduction
Hospitality Facility Management explores the principles and practices involved in the efficient operation and maintenance of hospitality properties such as hotels, resorts, and event venues. The course covers topics including building systems, sustainability, housekeeping, safety and security, energy management, and renovation planning. Students learn to identify facility-related challenges, assess compliance with industry regulations, and develop strategic solutions that enhance guest experience while maximizing operational efficiency and cost-effectiveness. Through real-world case studies and applied projects, the course prepares future hospitality professionals to manage physical assets, coordinate with maintenance teams, and ensure the seamless functioning of 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
24 Flashcards
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Sample Questions
Q1) Which is a staff department in a lodging operation?
A) Human resources
B) Front office
C) Food and beverage
D) Housekeeping
Answer: A
Q2) What is the formula lodging managers use to calculate a hotel's occupancy %?
A) Total Rooms Sold + Total Rooms Available = Occupancy Percent (%)
B) Total Rooms Sold - Total Rooms Available = Occupancy Percent (%)
C) Total Rooms Sold ? Total Rooms Available = Occupancy Percent (%)
D) Total Rooms Sold x Total Rooms Available = Occupancy Percent (%)
Answer: C
Q3) What is the approximate size of the "average" hotel in the United States? management process?
A) 50 rooms
B) 100 rooms
C) 200 rooms
D) 300 rooms
Answer: B
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Page 3
Chapter 2: The Guest Service Imperative
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Sample Questions
Q1) Which tool clarifies how a hotel will add value for guests,employees and others?
A) Service level
B) Culture
C) Vision
D) Mission
Answer: D
Q2) Which is the act of granting employees the authority (power)to make key decisions within their areas of responsibility?
A) Supervising
B) Mentoring
C) Coaching
D) Empowering
Answer: D
Q3) When they engage in benchmarking hotel managers seek to find
A) new customers.
B) cost cutting techniques.
C) best industry practices.
D) high-quality employees.
Answer: C
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Page 4
Chapter 3: The Hotel General Manager
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Sample Questions
Q1) Which industry certification is most often sought after,and acquired,by hotel GMs?
A) CHA
B) CFBE
C) CLSS
D) CHRM
Answer: A
Q2) Which hospitality industry trade association operates the Educational Institute (E.I.)?
A) PCMA
B) HSMA
C) AH&LA
D) AAHOA
Answer: C
Q3) Which is the first step in the management process?
A) Planning
B) Organizing
C) Staffing/Directing
D) Controlling/Evaluating
Answer: A
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Chapter 4: General Managers Are Leaders
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Sample Questions
Q1) Off-boarding refers to the process used when an employee
A) requests time off.
B) is cross-trained.
C) leaves the employment of the hotel.
D) is selected for a cross-functional team.
Q2) 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.
Q3) 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.
Q4) Which describes how hotel employees are intended to act?
A) Core values
B) Mission statement
C) Organizational culture
D) Moment of truth
Page 6
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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) Carpal tunnel syndrome is a health hazard associated with A) HIV.
B) repetitive motion injuries.
C) AIDS.
D) slips and falls.
Q3) 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.
Q4) Which would be a legitimate BOQ for the job of a cocktail waitress?
A) Being at least five feet tall
B) Being attractive
C) Being female
D) Being of legal age to serve alcohol
Page 7
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Chapter 6: Accounting
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Sample Questions
Q1) Which document reports the financial condition of a hotel at a single point in time?
A) Balance sheet
B) Income statement
C) Long-range budget
D) Statement of cash flows
Q2) What is the primary purpose of a hotel controller?
A) Serve as the chairperson of the EOC.
B) Advise the GM on pricing decisions.
C) Manage the hotel's payroll and benefits costs.
D) Oversee bookkeeping and accounting functions.
Q3) 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.
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8
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) A hotel will achieve an 80% Net ADR yield on a reservation supplied by one of its distribution channels.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) $16.00
B) $26.00
C) $36.00
D) $46.00
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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25 Flashcards
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Sample Questions
Q1) Who most often negotiates sales contracts on behalf of a hotel?
A) GM
B) FOM
C) Owner
D) DOSM
Q2) Lawrence,a sales manager,has been assigned by his DOSM to work the
market.As a result,Lawrence will primarily be working with
A) travel agents.
B) group markets.
C) corporate clients.
D) long-term stay guests.
Q3) A hotel Rooms Division Manager is typically responsible for managing which two operating departments in a hotel?
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
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Chapter 9: The Front Office
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Sample Questions
Q1) 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)
Q2) 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
Q3) A hotel guest's charges should be posted to that guest's A) folio.
B) registration card.
C) reservation data field.
D) frequent guest account.
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Chapter 10: House-Keeping
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Sample Questions
Q1) 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
Q2) Who on a resort hotel's staff would most often be responsible for cleaning lobby elevators used by guests?
A) House person
B) Room attendant
C) Front desk agent
D) OPL staff member
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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Chapter 11: Food and Beverage
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Sample Questions
Q1) Compared to the rental of hotel guest rooms,most F&B operations generate less revenue,
A) fewer complaints, and more profits.
B) fewer complaints, and fewer profits.
C) more complaints, and more profits.
D) more complaints, and fewer profits.
Q2) 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.
Q3) 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
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Chapter 12: Property Operation and Maintenance
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Sample Questions
Q1) In general FF&E reserves in a hotel should average what percent of a hotel's gross revenue?
A) Less than 2%
B) 2-4%
C) 5-7%
D) 8-10%
Q2) Which two areas of sustainability are most influenced when a hotel's POM department installs water flow restrictors in guest room shower heads?
A) Energy conservation and waste minimization
B) Water management and pollution prevention
C) Water management and energy management
D) Energy conservation and environmentally sensitive purchasing
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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14
Chapter 13: Personal Safety and Property Security
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Sample Questions
Q1) 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
Q2) In the event of an approaching tornado,hotel guests should normally be instructed to go to the
A) closet in their guest rooms.
B) bath area of their guest rooms.
C) sleeping area of their guest rooms.
D) hallway immediately outside their guest rooms.
Q3) 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.
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Chapter 14: Franchise Agreements and Management Contracts
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Sample Questions
Q1) 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
Q2) Who is most often the direct employer of a hotel's line level staff when a management company operates a branded hotel?
A) The franchisor
B) The hotel's owner
C) The management company
D) The hotel's brand managers
Q3) 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.
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Chapter 15: Managing in the Global Hotel Industry
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Sample Questions
Q1) A country's exchange rate refers to the trading of
A) staff members.
B) profits.
C) currency.
D) managers.
Q2) 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.
Q3) 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
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