HM 380 Hotel Management Quiz Questions

In a 150-room hotel with housekeeping labor costs $8,000 and 2,500 rooms sold in a month, what should be the hotel's housekeeping labor cost per occupied room for that month? A. $3.20 B. $32.00 C. $53.33 D. $5.33

A. $3.20

Which of the following is a demand generator? A. A college's graduation weekend occurring near a hotel B. The installation of a stop sign in front of a hotel C. The resurfacing of a hotel's parking lot D. Reducing a hotel's rack room rates

A. A college's graduation weekend occurring near a hotel

Which tourism-related industry first developed the concept of yield management? A. Airline industry B. Hotel industry C. Cruise line industry D. Restaurant industry

A. Airline industry

Which of the following leadership styles is least likely to result in employees becoming dedicated team players? A. Autocratic B. Democratic C. Laissez-faire D. Bureaucratic

A. Autocratic

Which of the following leadership styles is likely the best one to use in an emergency situation such as a fire or bomb threat? A. Autocratic B. Democratic C. Laissez-faire D. Bureaucratic

A. Autocratic

Which of the following is not considered to be immediate family for purposes of the Family and Medical Leave Act (FMLA)? A. Brother/ sister B. Spouse C. Child D. Parent

A. Brother/ sister

Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible? A. Depreciation B. Appreciation C. Acceleration D. Mollification

A. Depreciation

Which management function refers to the process of supervising staff members in the workplace? A. Directing B. Organizing C. Controlling D. Facilities

A. Directing

What is the agency that enforces federal antitrust and consumer protection laws related to franchisors? A. FTC B. ADR C. FBI D. ACP

A. FTC

Which branch of government administers OSHA? A. Federal B. State C. County D. City

A. Federal

Which group of employees will most often initiate the largest number of work orders? A. Housekeeping B. Food and beverage C. Sales and marketing D. Front office

A. Housekeeping

What is true about mislaid property? A. It has been unintentionally left behind. B. It has been intentionally left behind. C. It is classified as lost. D. It is property about which the owner has been contacted and the hotel is awaiting the item's eventual pick-up.

A. It has been unintentionally left behind

What is true about an accrual accounting system? A. It matches expenses incurred with revenues generated. B. It can be used only with larger properties. C. It considers revenue to be earned when it is received and expenses to be incurred when they are paid. D. It can be used only with smaller properties.

A. It matches expenses incurred with revenues generated.

Which is the missing entry in the following formula when a hotel utilizes an accrual accounting system? (Beginning Inventory of Food +___________) - Ending Food of Food Inventory = Food Cost. A. Purchases of Food B. Food Consumed C. Beginning Inventory × 2 D. Ending Inventory ÷ 2

A. Purchases of Food

Which company's motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen"? A. Ritz Carlton B. Four Seasons C. Hyatt D. Marriott

A. Ritz Carlton

Which term refers to an individual who displays positive personal and professional characteristics that others find desirable? A. Role model B. Mentor C. Therapist D. Counselor

A. Role model

What industry term is used to describe the protection of an individual's physical health and well-being? A. Safety B. Security C. Safeguarding D. Preserving

A. Safety

What is the most important hotel asset to protect during a robbery? A. Staff B. Money C. Artwork D. Equipment

A. Staff

What is the most important reason for properly maintaining trash removal areas? A. The elimination of insects, rodents, and scavenging animals B. The elimination of trash reduction and removal costs C. Improved source reduction D. The elimination of recycling costs

A. The elimination of insects, rodents, and scavenging animals

Whose job is it to back up the electronic data maintained by a hotel's front office? A. The night auditor B. The front office manager C. The general manager D. The front desk agents

A. The night auditor

Which factor has the most impact on the number of guests who will be served in a limited-service hotel's breakfast area? A. The number of hotel rooms sold the previous night B. The variety of breakfast items offered C. The hotel's brand D. The hotel's location

A. The number of hotel rooms sold the previous night

When the entire staff of a hotel consistently fail to deliver quality service to guests, the problem is most likely that: A. They are not being supervised with a service emphasis. B. There is something wrong with the staff. C. Guests' expectations are unreasonably high. D. Guests are not articulating their needs clearly enough.

A. They are not being supervised with a service emphasis.

Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program? A. Waste disposal costs B. Sewage costs C. Equipment costs D. Utility costs

A. Waste disposal costs

Assume that you are reading a STAR report about a hotel that you manage. What does an ADR index of 110 indicate? A. Your ADR is higher than that of your competitors. B. Your RevPAR is lower than that of your competitors. C. Your ADR is lower than that of your competitors. D. Your RevPAR is higher than that of your competitors.

A. Your ADR is higher than that of your competitors

An investor makes an investment of $1,000,000 and achieves a $200,000 profit on that investment. In this example, what was the investor's ROI? A. 2% B. 5% C. 20% D. 50%

C. 20%

A room attendant cleans 15 rooms in a shift consisting of 7 hours of work and 1 hour total of break time. What was the room attendant's cleaning time in minutes per room? A. 15 B. 28 C. 32 D. 105

B. 28

What is the normal par level in hotel laundry? A. 2 times normal usage B. 3 times normal usage C. 4 times normal usage D. 5 times normal usage

B. 3 times normal usage

Each of the following events would require one or more guest rooms. Which would be classified as SMERF business? A. A family of five traveling on vacation B. A reunion held for veterans of the Vietnam War C. A sales meeting held to introduce customers to a new computer product D. A governmental agency's annual budget presentation meeting

B. A reunion held for veterans of the Vietnam War

What is the lodging term for fans and mechanical systems required to move air through a hotel's air ducts and to its vents? A. HVACs B. Air handlers C. Air conditioners D. HVAC systems

B. Air handlers

What would be the most likely action of a general manager interested in employing a participative management style? A. Adopting bureaucratic leadership methods B. Asking for employee input in decision making C. Increasing employee compensation quarterly D. Ignoring written hotel rules and regulations if he or she felt it necessary

B. Asking for employee input in decision making

What is the industry term for a form used by sales and food production personnel to detail the food and service requirements of a banquet? A. EBO B. BEO C. OEB D. EOB

B. BEO

How can guest service best be integrated with employee reward systems? A. By associating performance in providing guest service with turnover rates B. By associating performance in providing guest service with employee compensation C. By associating performance in providing guest service with brand standards D. By associating performance in providing guest service with length of guest stay

B. By associating performance in providing guest service with employee compensation

What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared? A. Pro set B. Comp set C. STAR set D. Smith set

B. Comp set

Which management function includes the process of comparing actual results to planned results? A. Directing B. Controlling C. Planning D. Organizing

B. Controlling

Which types of food items have labor "built in" to their prices? A. Make or buy items B. Convenience items C. Scratch items D. Standard items

B. Convenience items

Which of the following leadership styles is most effective when used with experienced employees by supervisors who have an interest in fostering a culture of cooperation? A. Autocratic B. Democratic C. Laissez-faire D. Bureaucratic

B. Democratic

Maintenance that must be performed immediately to minimize damage to a hotel is referred to as: A. Exterior maintenance B. Emergency maintenance C. Preventive maintenance D. Interior maintenance

B. Emergency maintenance

Which plan describes a hotel's intended response to a safety or security threat? A. Disruption plan B. Emergency plan C. Potential loss plan D. Threat plan

B. Emergency plan

What is another lodging industry term for a specific hotel brand name? A. Mark B. Flag C. I.D. D. Type

B. Flag

What is the term used to identify those who purchase the rights to use a hotel's brand name? A. General manager (G.M.) B. Franchisee C. Brand manager D. Franchisor

B. Franchisee

What is another industry term commonly used to identify entry-level workers? A. Temporary workers B. Hourly workers C. Undocumented workers D. Unskilled workers

B. Hourly workers

What type of report is used to record the details of an accident, injury, or disturbance as well as what the hotel did in response to it? A. Emergency B. Incident C. Crisis D. Significant event

B. Incident

What is true about the overbooking of hotel rooms? A. It can happen only by mistake. B. It can result in walked guests. C. In most cases it is done only when customer demand for rooms is low. D. It can be done only if front office managers are inexperienced.

B. It can result in walked guests

What is true about abandoned property? A. It has been unintentionally left behind. B. It has been intentionally left behind. C. It is classified as lost. D. It is property in which the owner has been contacted and the hotel is awaiting the item's eventual pick-up.

B. It has been intentionally left behind

Who will most often have the greatest detailed knowledge of guest likes and dislikes? A. Supervisors B. Line-level employees C. Managers D. Owners

B. Line-level employees

In most cases, group room rates for a specific time period will be: A. Higher than transient rates B. Lower than transient rates C. Equal to transient rates D. 1.5 times or more greater than transient rates

B. Lower than transient rates

What is another lodging term for a "work order"? A. PM maintenance list B. Maintenance request C. Preventive processing memo D. Task list

B. Maintenance request

Which term refers to an individual who serves others as a personal teacher? A. Role model B. Mentor C. Therapist D. Counselor

B. Mentor

What is the industry term for the computerized system used to record guest reservations, financial information, and other data related to the operations of a hotel's front office? A. FOM B. PMS C. GDS D. PBX

B. PMS

What is the difference between advertising and publicity? A. Advertising is free. B. Publicity is free. C. Publicity can be completely controlled by the hotel. D. Publicity must be paid for.

B. Publicity is free

In the United States, what is the name of the federal agency that can help potential hotel owners finance the purchase of a lodging property? A. USDA B. SBA C. FDA D. OSHA

B. SBA

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 by the higher prices charged for menu items served in the dining room

B. The cost is higher than that of providing dining room service.

In hotels without a human resources department, who is most likely to assume HR responsibilities? A. The hotel's owner B. The general manager and department heads C. Front-desk employees D. Line-level staff

B. The general manager and department heads

Which of the following is an example of a management principle? A. Guest check-in will be at 3:00 p.m. B. The good of the organization takes precedence over that of any individual organization member. C. Management is a science. D. Management is an art.

B. The good of the organization takes precedence over that of any individual organization member.

What is an organization chart? A. The list of an organization's standard operating procedures B. A visual portrayal of the jobs and positions of authority within an organization C. The written summary of an organization's long-range plans D. The written summary of an organization's short-range plans

B. The visual portrayal of the jobs and positions of authority within an organization

Which of the following is most important for a productive and positive work environment? A. All workers are within the same age range. B. The workforce is accepting of culturally diverse members. C. All workers think and act alike. D. The workforce is very highly paid.

B. The workforce is accepting of culturally diverse members.

Assume that you are reading a STAR report about a hotel that you manage. What does a RevPAR index of 85 indicate? A. Your ADR is higher than that of your competitors. B. Your RevPAR is lower than that of your competitors. C. Your ADR is lower than that of your competitors. D. Your RevPAR is higher than that of your competitors.

B. Your RevPAR is lower than that of your competitors

Which is an example of a consumer-generated content Web site? A. www.Hilton.com B. www.TripAdvisor.com C. www.jetblue.com D. www.AHLA.com

B. www.TripAdvisor.com

With 200 occupied rooms and breakfast costs of $450, what would be a hotel's breakfast cost per occupied room? A. $0.25 B. $0.45 C. $2.25 D. $4.50

C. $2.25

What does a STAR report evaluate? A. The sales and marketing department's use of its staff B. A hotel's sales and marketing team's use of its budget C. A hotel's sales and marketing team's results in relation to those of other hotels D. The accuracy of a sales and marketing department's revenue forecast

C. A hotel's sales and marketing team's results in relation to those of other hotels

What is a guest seeking to communicate with a "DND" sign placed on the outside of the guest's door? A. Clean this room immediately B. Clean this room tomorrow C. Do not clean this room now D. Do not clean this room today

C. Do not clean this room now

Managers can seek out service-minded staff by hiring those job applicants who: A. Appear enthusiastic during the interview process B. Have the most educational experience C. Effectively answer open-ended questions about hypothetical service situations D. Have the most work experience

C. Effectively answer open-ended questions about hypothetical service situations

A brand-specific frequent guest program is an example of a: A. Hotel sales effort B. Hotel marketing effort C. Franchisor's sales and marketing effort D. Franchisor's call center activity

C. Franchisor's sales and marketing effort

What is the lodging industry term for a hotel that is not part of a franchise group? A. Flagged B. Free C. Independent D. Single

C. Independent

What type of activity describes the act of placing an ad in the yellow pages of a telephone book? A. Booking activity B. Sales activity C. Marketing activity D. Client appreciation activity

C. Marketing activity

Which of the following would be classified as a FF&E expense in a hotel? A. The purchase of an adjoining piece of real estate for future hotel expansion B. The cost of a sales manager's attendance at a revenue management conference C. New lights in the bath area of the hotel's guestrooms D. The repaving of the hotel's parking lot

C. New lights in the bath area of the hotel's guestrooms

What is the industry term for a guest who makes a room reservation but fails to cancel it or does not arrive at the hotel on the date of the confirmed reservation? A. Black-out B. Under-stay C. No-show D. Transient

C. No-show

What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment? A. Preventive engineering B. Routine maintenance C. Preventive maintenance D. Routine engineering

C. Preventive Maintenance

Which of the following represents the correct order of procedures used in cleaning linens and terry products? A. Drying/Sorting/Finishing B. Washing/Drying/Sorting C. Sorting/Washing/Drying D. Collecting/Washing/Drying

C. Sorting/Washing/Drying

What is true about most hotel swimming pools? A. Hotels are not responsible for any accidents that occur when guests are in the water. B. Use of the pool must be permitted to any registered guest. C. They are not staffed with life guards. D. Emergency telephones used in the pool area should ring directly to the office of the chief engineer responsible for maintaining the pool.

C. They are not staffed with life guards.

What is true about first-tier management companies? A. They own all of the properties they manage. B. They invest in all of the properties they manage. C. They operate hotels for owners using the management company's trade name as the hotel's brand name. D. They operate hotels for owners but do not use the management company's name as part of the hotel's name.

C. They operate hotels for owners using the management company's trade name as the hotel's brand name.

In a housekeeping department, what is the role of an inspector? A. To supervise the executive housekeeper B. To clean guest rooms C. To ensure guest room cleanliness D. To supervise public space cleaning tasks

C. To ensure guest room cleanliness

What is the purpose of a folio? A. To determine room rates B. To assign guests to the room type they have reserved C. To record guests' purchases and payments during their stay D. To monitor recordable lock usage during a guest's stay

C. To record guests' purchases and payments during their stay

Informal work groups most often develop because: A. It is a departmental requirement. B. The hotel's general manager requires it. C. Workers want to satisfy personal needs common to one another. D. They lead to increased employee compensation.

C. Workers want to satisfy personal needs common to one another.

In a hotel dining room with total revenue of $1,150 and 85 guests served, what would be the hotel's check average? A. $0.74 B. $1.35 C. $7.39 D. $13.53

D. $13.53

A guest reserves two rooms for ten nights. What is the number of room nights reserved by the guests? A. 2 B. 10 C. 12 D. 20

D. 20

Which group of housekeeping employees should receive blood-borne pathogen training? A. Public space cleaners B. All OPL workers C. All room attendants only D. All housekeeping employees

D. All housekeeping employees

Achieving consistently low scores on Quality Assurance (QA) inspections would most likely result in a hotel: A. Being repossessed by a bank B. Increasing its revenue levels C. Improving its relationship with its franchisor D. Being dropped as a brand franchisee

D. Being dropped as a brand franchisee

Which type of rate would hotel offer an airline company that wishes to house one of its five-person flight crews every night for a period of one night? A. Corporate rate B. Negotiated rate C. Transient rate D. Contract rate

D. Contract rate

What type of sign is used to indicate entrances, exits, fire evacuation plans, and other safety information? A. Policy B. Warning C. Emergency D. Directional

D. Directional

When should a hotel provide an employee a copy of the hotel's employee handbook? A. During the interview process B. Upon termination of the employee C. After the employee has successfully completed three months on the job D. During employee orientation

D. During employee orientation

Against what type of financial loss is "bonding" designed to protect a hotel? A. Robbery B. Natural disaster C. Fire or flood D. Embezzlement

D. Embezzlement

What is the term used to identify those who sell the rights to use a hotel's brand name? A. General manager (G.M.) B. Franchisee C. Brand manager D. Franchisor

D. Franchisor

Which brand is generally recognized as the first hotel chain? A. Hilton B. Hyatt C. Hampton D. Holiday Inn

D. Holiday Inn

Which of the following best describes a "moment of truth"? A. It needs to be addressed by management only if it is negative. B. It is easily controlled and anticipated. C. It always involves some personal interaction with the hotel's staff. D. It influences a guest's total perception of a hotel visit.

D. It influences a guest's total perception of a hotel visit.

What are two characteristics of a product commodity? A. It is commonly available and most often is specialized. B. It is not commonly available and most often is unspecialized. C. It is not commonly available and most often is specialized. D. It is commonly available and most often is unspecialized.

D. It is commonly available and most often is unspecialized.

What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company? A. Management acceptance B. Management fiscal structure C. Management solution D. Management contract

D. Management contract

Who should serve on a hotel's safety and security committee? A. Managers only B. Hourly employees only C. Line staff only D. Managers and hourly employees

D. Managers and hourly employees

What happens to a hotel's POM costs as a hotel ages? A. POM costs decline. B. POM costs remain unchanged. C. POM costs are eliminated. D. POM costs increase.

D. POM costs increase

Which of the following is not a demographic factor of a guest? A. Age B. Gender C. Ethnicity D. Personality type

D. Personality type

What type of activity describes a site tour? A. Pick-up activity B. Postsale activity C. Marketing activity D. Presale activity

D. Presale activity

What is the legal term that describes the amount of care a prudent person would exercise in a specific situation? A. Practical care B. Theoretical care C. Actual care D. Reasonable care

D. Reasonable care

Which of the following is essential if employees are to effectively resolve guest problems as they occur? A. A quick orientation process B. Clear lines of authority C. Conflict-avoidance training D. The authority to make key decisions

D. The authority to make key decisions

Who establishes the minimum hours during which a limited-service hotel's complimentary breakfast will be offered? A. The hotel's owners B. The hotel's general manager C. The hotel's breakfast attendant D. The hotel's franchisor

D. The hotel's franchisor

What best describes a hotel's chief engineer? A. The person who designed and engineered the building B. The person responsible for maintaining the building's electrical system C. The person who maintains the building's HVAC system D. The person who is in charge of the hotel's maintenance department

D. The person who is in charge of the hotel's maintenance department

What is true about employees working in larger hotels? A. They work in positions requiring only minimal skills. B. Their hotels are unlikely to have a formal organizational chart. C. They work with very few supervisors. D. They work in highly specialized positions.

D. They work in highly specialized positions.

What is the purpose of an MSDS? A. To reduce per-guest-room labor costs B. To reduce public space cleaning costs C. To prevent bloodborne pathogens D. To help keep workers safe

D. To help keep workers safe

Which method would be least effective for determining guests' needs and wants? A. Asking line-level employees B. Managing by walking around C. Talking with guests at check-out D. Waiting for guests to approach staff with specific problems

D. Waiting for guests to approach staff with specific problems

For which item below would a "replace as needed" program be best? A. Parking lot light bulbs B. HVAC air filters C. Guest room fire alarm batteries D. Water pumps

D. Water pumps

In a hotel, when does one day end and the next day begin? A. At 11:59 p.m. B. At 12:01 a.m. C. At the time designated by the G.M. D. When the night auditor begins the night audit

D. When the night auditor begins the night audit