Hotel and Resort Management
Question Bank
Course Introduction
Hotel and Resort Management is a comprehensive course designed to introduce students to the dynamic hospitality industry, focusing on the management and operation of hotels and resorts. The course covers essential topics such as front office operations, housekeeping management, food and beverage services, marketing, financial controls, and guest relations. Students will explore strategies for delivering exceptional customer experiences, managing staff effectively, and maximizing operational efficiency. Additionally, the course examines industry trends, sustainable practices, and the use of technology in enhancing guest satisfaction. Practical case studies and real-world scenarios are used to equip students with the skills and knowledge needed for successful careers in hotel and resort management.
Recommended Textbook
Hotel Operations Management 3rd Edition by David K. Hayes
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15 Chapters
374 Verified Questions
374 Flashcards
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Chapter 1: Overview of the Hotel Industry
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Sample Questions
Q1) 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
Q2) Which lodging industry characteristic recognizes the fact that,in most cases,a hotel's GM must have expertise in one or more areas beyond that of merely selling hotel rooms?
A) Inseparability of manufacture and sales
B) Perishability
C) Repetitiveness
D) Labor intensive
Answer: A
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Page 3
Chapter 2: The Guest Service Imperative
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Sample Questions
Q1) As hotel guest expectations increase,hotels can typically
A) decrease the number of rooms they sell.
B) increase the number of rooms they sell.
C) decrease their prices.
D) increase their prices.
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) Word-of-mouth advertising originates from a hotel's A) managers.
B) staff.
C) guests.
D) owners.
Answer: C
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Chapter 3: The Hotel General Manager
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Sample Questions
Q1) 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
Q2) Which task would more likely be undertaken by a select-service hotel GM than a full-service hotel GM?
A) Community relations
B) Guest room inspections
C) Attendance at EOC meetings
D) Brand affiliation management
Answer: B
Q3) Who most often creates the job description for an individual hotel's GM?
A) EOC
B) Franchisor
C) Hotel owner
D) Brand manager
Answer: C
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Page 5
Chapter 4: General Managers Are Leaders
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Sample Questions
Q1) 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
Q2) 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.
Q3) 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
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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 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
Q3) The FLSA requires that most employees in the United States be paid at least the federal minimum wage for all hours worked and overtime pay at time and one-half the regular rate of pay for all hours worked over
A) 30 hours in a workweek.
B) 35 hours in a workweek.
C) 40 hours in a workweek.
D) 45 hours in a workweek.
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Chapter 6: Accounting
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Sample Questions
Q1) 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
Q2) What is the purpose of coding hotel expenses?
A) Reduce per guest operating costs
B) Assign costs to specific hotel areas
C) Increase the speed of invoice payment
D) Decrease the speed of invoice payment
Q3) What is the name of the accounting procedures suggested for use in the hotel industry?
A) USR
B) USL
C) USAR
D) USALI
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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) 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
Q3) When must a hotel walk a guest?
A) When the hotel is overbooked
B) When the hotel is under-booked
C) When forecasted demand is low
D) When forecasted demand is high
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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) The use of brochures,billboards and exterior signage are examples of a hotel's A) publicity efforts.
B) promotion efforts.
C) advertising efforts.
D) public relations efforts.
Q3) A hotel's Sales and Marketing committee is one example of A) web-based marketing activities.
B) social-media-oriented activities.
C) on-property marketing activities.
D) franchisor-based marketing activities.
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Chapter 9: The Front Office
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Sample Questions
Q1) 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
Q2) What is true about the recordable locking systems used by hotels?
A) They are powered by batteries.
B) They can be programmed by guests.
C) They are direct wired to a hotel's electrical system.
D) They are typically manufactured by the same company that make a hotel's PMS.
Q3) What is the system in a hotel that processes incoming,internal and outgoing telephone calls?
A) PBX
B) CHA
C) Call assessment
D) Toll assessment
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11
Chapter 10: House-Keeping
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Sample Questions
Q1) In most cases,how many times its normal usage should a housekeeping department stock to maintain proper laundry par levels?
A) 2 times
B) 3 times
C) 4 times
D) 5 times
Q2) Which area within a hotel is NOT typically cleaned by a hotel's housekeeping staff?
A) Public
B) Kitchen
C) Laundry
D) Corridors
Q3) What is typically the first part of their accommodations guests see when entering their assigned guest rooms?
A) Bath area
B) Toilet area
C) Storage area
D) Sleeping area
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Chapter 11: Food and Beverage
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Sample Questions
Q1) 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
Q2) "Farm-to-fork" or "Farm-to-table" trends are driven by concerns about personal health and
A) product variety.
B) menu item expansion.
C) environmental sustainability.
D) product cost.
Q3) 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.
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Chapter 12: Property Operation and Maintenance
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Sample Questions
Q1) 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
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) 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
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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) Which event would NOT likely be included in a hotel's emergency planning documents?
A) Power outage affecting the hotel's OPL
B) Dryer fire in the hotel's OPL
C) OPL dryer breakdown
D) Serious injury of an OPL worker
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 hotel owner of a 1,000-room resort has signed a new tier-two management agreement replacing the current management company and its agreement.When the new agreement takes effect,which member(s)of the hotel's current staff will most likely be replaced?
A) GM
B) Night auditor
C) Front desk agents
D) Front desk supervisor
Q2) 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.
Q3) What is the primary role of a franchise service director (FSD)?
A) Sell franchises
B) Draft franchise agreements
C) Monitor franchise agreement compliance
D) Develop franchise disclosure documents (FDDs)
Page 16
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Chapter 15: Managing in the Global Hotel Industry
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Sample Questions
Q1) 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.
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) When compared to others,a person who does not adapt well to change will
A) have less difficulty adjusting to work and living in another culture.
B) always be chosen for an international assignment.
C) have greater difficulty adjusting to work and living in another culture.
D) never be chosen for an international assignment.
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