Hospitality Supervision
Exam Answer Key
Course Introduction
Hospitality Supervision explores the essential principles and practices involved in managing and leading teams within the hospitality industry. The course covers topics such as employee motivation, effective communication, conflict resolution, performance management, and team building. Students will gain practical skills in delegating tasks, coaching staff, maintaining service standards, and fostering a positive work environment. Emphasis is placed on ethical leadership, problem-solving in real-world scenarios, and adapting supervisory techniques to the dynamic nature of hospitality operations. Upon completion, students will be equipped to supervise and support hospitality teams efficiently, ensuring quality guest experiences and operational excellence.
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 cost center in a lodging operation?
A) Human resources department
B) Front office department
C) Food and beverage department
D) Parking garage
Answer: A
Q2) 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
Q3) 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
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Page 3
Chapter 2: The Guest Service Imperative
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Sample Questions
Q1) 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: B
Q2) Which 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 ( × ) 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: B
Q3) "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) who have alternative employment opportunities.
C) with extensive industry experience.
D) who have minimal industry experience.
Answer: B
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Page 4
Chapter 3: The Hotel General Manager
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Sample Questions
Q1) According to the U.S.Department of Education 59 percent of first-time,full-time students who begin a bachelor's degree complete the degree within A) 4 years.
B) 5 years.
C) 6 years.
D) 7 years.
Answer: C
Q2) 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
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Page 5
Chapter 4: General Managers Are Leaders
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Sample Questions
Q1) The standards used to judge fairness in a person's dealing with others is referred to as
A) morals.
B) ethics.
C) integrity.
D) justice.
Q2) Which is an example of a GM's negative interaction with hotel employees?
A) Welcoming new staff members during orientation programs
B) Providing non-job-related advice when requested
C) Confronting staff members known to be stealing
D) Mentoring younger workers
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 would be considered a staff position in a hotel?
A) General Manager
B) Director of Sales and Marketing
C) Food and Beverage Director
D) Director of Human Resources
Q2) 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.
Q3) 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
Q4) Carpal tunnel syndrome is a health hazard associated with A) HIV.
B) repetitive motion injuries.
C) AIDS.
D) slips and falls.
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Chapter 6: Accounting
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Sample Questions
Q1) 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.
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) The bookkeeping and accounting tasks performed in a hotel's front office are considered
A) property accounting.
B) back-office accounting.
C) front-office accounting.
D) managerial accounting.
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Chapter 7: Revenue Management
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Sample Questions
Q1) 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
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) Revenue managers are primarily responsible for optimizing a hotel's A) fade rate.
B) CTA rate.
C) occupancy rate.
D) negotiated room rates.
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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) 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) Servicing consumer demand and booking clients are activities directly related to hotel
A) sales.
B) marketing.
C) promotions.
D) advertising.
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Page 10
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) 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.
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) 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
Q2) 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.
Q3) For approximately how many days can bed bugs go without feeding and still stay alive?
A) 20
B) 100
C) 400
D) 800
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Page 12
Chapter 11: Food and Beverage
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Sample Questions
Q1) 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
Q2) Foods grown and processed without chemicals,preservatives,or artificial flavors or colors are referred to as
A) convenience foods.
B) organic foods.
C) ready foods.
D) Sous vide foods.
Q3) 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) product purchases.
B) pricing structure.
C) personnel needs.
D) production volumes.
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Chapter 12: Property Operation and Maintenance
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25 Flashcards
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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) 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.
Q3) At what age will a hotel building first need minor renovation as well as refurbishment?
A) 3-6 years
B) 8-15 years
C) 16-21 years
D) 22+ years
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14
Chapter 13: Personal Safety and Property Security
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Sample Questions
Q1) 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.
Q2) 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.
Q3) Who would be notified first if a hotel used contact alarms to monitor its front desk area?
A) Hotel Director of Security
B) Fire or police departments
C) Front Office Manager (FOM)
D) Company providing the alarm system
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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 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 an area of protection clause in a franchise agreement is to
A) limit the total number of hotels sold in a defined geographic area.
B) expand the total number of hotels sold in a defined geographic area.
C) limit the number of a specific brand of hotels in a defined geographic area.
D) expand the number of a specific brand of hotels in a defined geographic area.
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Chapter 15: Managing in the Global Hotel Industry
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Sample Questions
Q1) 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.
Q2) A country whose income per person is high by world standards is referred to as A) an undeveloped country.
B) a developed country.
C) an emerging country.
D) an unmerged country.
Q3) Working at a hotel and living in a location outside of one's own country can create significant professional A) and personal challenges.
B) stagnation.
C) out-sourcing.
D) limits to growth.
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