Lodging Management
Final Exam Questions
Course Introduction
Lodging Management explores the principles and practices involved in the efficient operation of lodging facilities, such as hotels, resorts, and inns. The course covers key aspects including front office operations, housekeeping, property maintenance, revenue management, guest services, and the application of technology in lodging businesses. Students will examine managerial tactics for maximizing occupancy, guest satisfaction, and profitability, while also addressing issues like sustainability, safety, security, and legal considerations. Emphasis is placed on leadership, problem-solving, and the customer experience, preparing students for supervisory and managerial roles within the hospitality industry.
Recommended Textbook
Hotel Operations Management 3rd Edition by David
K. Hayes
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Chapter 1: Overview of the Hotel Industry
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Sample Questions
Q1) The U.S.tourism industry is one of the top ten largest industries in
A) 50 of the 50 states.
B) 49 of the 50 states.
C) 40 of the 50 states.
D) 39 of the 50 states.
Answer: B
Q2) An ala carte menu is one in which the menu items offered are individually A) described.
B) portioned.
C) served.
D) priced.
Answer: D
Q3) Which lodging industry characteristic recognizes the fact that a hotel's ability to attract and retain qualified staff members who consistently deliver excellent service is a key to the success or failure of a hotel?
A) Inseparability of manufacture and sales
B) Perishability
C) Repetitiveness
D) Labor intensive
Answer: D
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Chapter 2: The Guest Service Imperative
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Q1) A guest's perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called
A) value.
B) service.
C) quality.
D) moment of truth.
Answer: A
Q2) 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
Q3) Which is the final step in ensuring the consistent delivery of quality service?
A) Train and empower staff
B) Implement revised systems
C) Consider the guest being served
D) Evaluate and modify service delivery systems
Answer: D
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Page 4
Chapter 3: The Hotel General Manager
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Q1) OJT in the hotel industry has most recently focused on changes in guest preferences and
A) hotel financing.
B) brand management.
C) advancing technology.
D) employee relations management.
Answer: C
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) The term FF&E refers to furniture,fixtures and
A) electricity.
B) equipment.
C) engineering.
D) environment.
Answer: B
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Chapter 4: General Managers Are Leaders
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Q1) Effectively negotiating with vendors and suppliers is an example of a GM's
A) administrative skills.
B) conceptual skills.
C) technical skills.
D) interpersonal skills.
Q2) Which is a front-of-house employee?
A) Baker
B) Dishwasher
C) Server
D) Cook
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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Q1) A hotel's HR department is responsible for
A) turnover rates, and it will have a major influence over recruitment.
B) turnover rates, but will not have a major influence over recruitment.
C) recruitment, and it will have a major influence over turnover rates.
D) recruitment, but will not have a major influence over turnover rates.
Q2) Educating managers and employees about the numerous professional,personal,and societal advantages inherent in recognizing the worth of all employees without regard to gender or race is goal of
A) professional development activities.
B) cultural diversity initiatives.
C) quality improvement programs.
D) succession planning.
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.
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Chapter 6: Accounting
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Q1) 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.
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 purpose of bookkeeping?
A) Record financial transactions
B) Analyze financial transactions
C) Record monthly financial statements
D) Analyze monthly financial statements
Q4) A hotel's AP 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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Q1) A hotel has 400 rooms and its owners have put it up for sale for $120.5 million dollars.At that price,and using the $1.00 per thousand formula,what is the approximate room rate (ADR)that should be achieved by the hotel?
A) $250
B) $300
C) $350
D) $400
Q2) Which industry created the global distribution system (GDS)?
A) Hotel
B) Airline
C) Restaurant
D) Car rental
Q3) A hotel received a room reservation for $200 from one of its distribution channels. The reservation fees to be paid for the reservation are 20%.What will be the Net ADR yield on this reservation?
A) 60%
B) 70%
C) 80%
D) 90%
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Page 9
Chapter 8: Sales and Marketing
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Q1) Which market segment is made up of business travelers?
A) Leisure
B) SMERF
C) Corporate
D) Long-term stay
Q2) Which symbol is utilized by AAA when it issues hotel ratings?
A) Stars
B) Metals
C) Diamonds
D) Pineapples
Q3) What is the primary goal of a local chamber of commerce?
A) Influence business tax policy.
B) Advance business interests in the community.
C) Supplement hotel marketing efforts in the community.
D) Advance the level of tourism-related marketing efforts in the community.
Q4) Who most often negotiates sales contracts on behalf of a hotel?
A) GM
B) FOM
C) Owner
D) DOSM
Page 10
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Chapter 9: The Front Office
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Q1) Front desk agents should authorize (validate)the card used by a guest as that guest's preferred form of payment at the time
A) of the guest's arrival.
B) of the guest's check out.
C) the guest is issued a reservation confirmation number.
D) the guest's payment-related reg. card data fields are completed.
Q2) 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.
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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Chapter 10: House-Keeping
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Q1) For approximately how many days can bed bugs go without feeding and still stay alive?
A) 20
B) 100
C) 400
D) 800
Q2) What is the denominator in the formula managers use to compute Cost per Occupied Room?
A) Rooms sold
B) Rooms cleaned
C) Rooms reserved
D) Rooms available for sale
Q3) The value of a hotel's investment in linen,terry and machines is reduced when A) turnover among OPL workers is excessive.
B) guests ignore appeals to reuse terry and linen products.
C) current OPL staff provide extensive training to new OPL workers.
D) OPL workers must be used to manage payroll and related clerical tasks.
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Chapter 11: Food and Beverage
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Q1) Using a menu for one meal to encourage hotel guests to return for meals at other convenient times is an example of
A) up-selling.
B) cross-selling.
C) menu making.
D) VIP services.
Q2) In which hotel setting location would it be most difficult to properly control the service of alcohol?
A) Bar
B) Banquet
C) Lounge
D) Restaurant
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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Q1) The designing of a hotel's HVAC system would be considered which type of activity?
A) Engineering
B) Maintenance
C) Routine planning
D) Preventive maintenance
Q2) For what types of equipment would seasonal PM programs be most important?
A) Gas
B) HVAC
C) Kitchen
D) Wastewater
Q3) Which maintenance tasks would most likely require the unplanned use of employee overtime and the use of outside service providers?
A) Routine
B) Preventive
C) Emergency
D) Outsourced
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Page 14
Chapter 13: Personal Safety and Property Security
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Q1) 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°)
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) 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
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Chapter 14: Franchise Agreements and Management Contracts
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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) In most cases the fees charged by a management company to operate a hotel are based upon the
A) length of the management agreement.
B) brand affiliation of the hotel being managed.
C) revenue generated by the hotel being managed.
D) number of rooms contained in the hotel being managed.
Q3) A management company has secured a contract to operate a branded hotel.Who will typically employ the hotel's GM in this situation?
A) The hotel owner
B) The brand managers
C) The hotel's franchisor
D) The management company
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Chapter 15: Managing in the Global Hotel Industry
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Q1) In which employee group are those who are in it the oldest?
A) Generation Y
B) Millenniums
C) Baby boomers
D) Generation X
Q2) 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.
Q3) 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.
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