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HOTEL LODGING FINAL EXAM QUESTIONS WITH CERTIFIED ANSWERS
"Which is a tactic, process, or program used by a hotel that is desired by guests but not offered by
the hotel's competitors? - CORRECT ANSWER Competitive edge."
"Which is the initial step hotel managers take in developing and implementing a quality service
system in a hotel? - CORRECT ANSWER Consider the guest being served."
"Cross-functional teams are made up of hotel employees - CORRECT ANSWER from different
departments."
"When they engage in benchmarking hotel managers seek to find - CORRECT ANSWER best
industry practices." "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? - CORRECT
ANSWER 200."
"What information would be entered in the "Guest Tracking" data field when a guest makes a
room reservation? - CORRECT ANSWER The type of guest (e.g. leisure or business)."
"Which room sales are most often made through the efforts of a hotel's front-office staff? -
CORRECT ANSWER Transient."
"On which date would a hotel release rooms that have not been picked up from a group block? -
CORRECT ANSWER Cut-off date."
"In its earliest days of operation, who utilized the GDS to book hotel rooms? - CORRECT
ANSWER Travel agents."
"Which type of hotel guest would be most influenced to choose a hotel based upon its curb
appeal? - CORRECT ANSWER Walk-in."
"Which is the last step in the guest registration process? - CORRECT ANSWER Issuance of
room keys."
"What is the system in a hotel that processes incoming, internal and outgoing telephone calls? -
CORRECT ANSWER PBX."
"What is true about the recordable locking systems used by hotels? - CORRECT ANSWER
They are powered by batteries." "What is the professional association for those managers responsible for the administration of
hotel housekeeping departments? - CORRECT ANSWER IEHA."
"What is true about a hotel's material safety data sheets? - CORRECT ANSWER Their use is
mandatory." "In most cases, what is a reasonable amount of time to hold a valuable item placed into a hotel's
lost and found? - CORRECT ANSWER 90 days."
"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? - CORRECT ANSWER 22 minutes."
"Which type of cleaner would be the best choice for removing rust stains from cement walkways?
- CORRECT ANSWER Acid-based."
"What results when OPL procedures result in agitation length and strength that is excessive? -
CORRECT ANSWER Damage to fabric fibers."
"Replacement of filters in a hotel's HVAC system would be considered which type of activity? -
CORRECT ANSWER Maintenance."
"An effective HVAC system in a hotel provides comfortable air temperatures and it - CORRECT
ANSWER provides proper air quality."
"Keeping careful track of exactly when air filters have been changed in guest room heating and
cooling units is an example of which maintenance activity? - CORRECT ANSWER
Recording."
"In general FF&E reserves in a hotel should average what percent of a hotel's gross revenue? -
CORRECT ANSWER 2-4%."
"At what age will a hotel building first need minor renovation as well as refurbishment? -
CORRECT ANSWER 8-15 years."
"The organization of a full-service hotel's F&B services depends primarily on its size and -
CORRECT ANSWER revenue volume."
"A full-service hotel's Food and Beverage Director reports to the hotel's - CORRECT ANSWER
General Manager." "Value in food service relates to a guest's perception of menu item quality, service, and dining
experience compared to - CORRECT ANSWER a menu item's selling price."
"When would a "line-up" training session for staff typically be held? - CORRECT ANSWER At
the beginning of a work shift." "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 - CORRECT ANSWER personnel needs."
"What is true about drinks served at a hosted bar? - CORRECT ANSWER The host pays the
hotel for beverages consumed by guests." "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? - CORRECT ANSWER Contribution
margin." "In a hotel dining room with total revenue of $1,150 and 85 guests served, what would be hotel's
check average? - CORRECT ANSWER $13.53"
"In which hotel setting location would it be most difficult to properly control the service of
alcohol? - CORRECT ANSWER Banquet."
"What is the purpose of bookkeeping? - CORRECT ANSWER Record financial transactions."
"What is the name of the accounting procedures suggested for use in the hotel industry? -
CORRECT ANSWER USALI."
"What is the purpose of GAAP? - CORRECT ANSWER Ensure uniformity."
"Which activity is a bookkeeping activity? - CORRECT ANSWER Record the sale of a guest
room."
"Which financial tool is an estimate of a hotel's future revenue and expense? - CORRECT
ANSWER Budget."
"Which type of budget would be best used for scheduling needed capital expenditures? -
CORRECT ANSWER Long range."
"A hotel's AR balance increases when - CORRECT ANSWER products and services are sold to
customers on credit." "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? - CORRECT ANSWER $300."
"A hotel revenue manager seeks to keep her room rates 10% above the rates charged by similar
hotels in her market area. Which pricing strategy is this revenue manager utilizing? - CORRECT
ANSWER Prestige pricing."
"Revenue managers are primarily responsible for optimizing a hotel's - CORRECT ANSWER
occupancy rate."
"When must a hotel walk a guest? - CORRECT ANSWER When the hotel is overbooked."
"What is the formula revenue managers use to calculate their hotels' RevPAR? - CORRECT
ANSWER Occupancy % × ADR = RevPAR."
"What is another term commonly used in the hotel industry to describe revenue management? -
CORRECT ANSWER Yield management."
"What is the denominator in the formula revenue managers use to calculate GOPAR? -
CORRECT ANSWER Total rooms available to be sold."
"A subset of customers who have common needs is known as a - CORRECT ANSWER market
segment."
"Organizing a hotel's sales and marketing effort by product sold makes good sense when the -
CORRECT ANSWER variety of products sold by the hotel is extensive."
"Which hospitality industry trade association operates the Educational Institute (E.I.)? -
CORRECT ANSWER AH&LA."
"Which organization was developed specifically to meet the training needs of the hotel industry?
CORRECT ANSWER AHLEI."
"The primary purpose of professional certification in the hospitality industry is to - CORRECT
ANSWER demonstrate competency."
"Which statement most accurately reflects the daily work assignments of select-service and full-
service hotel GMs? - CORRECT ANSWER They have much in common, but their daily
activities vary greatly." "Which task would more likely be undertaken by a select-service hotel GM than a full-service
hotel GM? - CORRECT ANSWER Guest room inspections."
"Which task would more likely be undertaken by a full-service hotel GM than a select-service
hotel GM? - CORRECT ANSWER Interview candidates for Executive Housekeeper vacancy."
"Which industry certification would be of most importance to a hotel owner whose property
offered extensive banquet facilities and catering space? - CORRECT ANSWER CFBE."
"When compared to the job description of a select-service hotel GM, the job description for a full-
service hotel GM can be written in more - CORRECT ANSWER general terms."
"Which industry certification would most likely be listed as a preferred qualification on an
advertisement for a select-service hotel's GM vacancy? - CORRECT ANSWER CHA."
"Which skills must be used in almost all management and supervisory positions? - CORRECT
ANSWER Interpersonal skills."
"Effectively negotiating with vendors and suppliers is an example of a GM's - CORRECT
ANSWER Interpersonal skills."
"The ability to forecast future demand for guest rooms is an example of a GM's - CORRECT
ANSWER technical skills."
"The hospitality industry is labor intensive. That means that businesses in the industry -
CORRECT ANSWER require many staff members to operate properly."
"Most hotel GMs face change-related challenges caused by - CORRECT ANSWER an
increasingly diverse workforce."
"One task of general managers is to improve quality while, at the same time, - CORRECT
ANSWER increasing productivity."
"Which is a contemporary, rather than a traditional, managerial approach or viewpoint? -
CORRECT ANSWER Empowerment of workers."
"Which is a collection of understandings shared by the hotel's staff members that influence
decision-making and is passed on to new employees? - CORRECT ANSWER Organizational
culture."
"Which describes how hotel employees are intended to act? - CORRECT ANSWER Core
values."
"The best GM s provide their employees with direction and control - CORRECT ANSWER only
when needed."
"The process by which a new employee is welcomed and integrated into the hotel is called -
CORRECT ANSWER on-boarding."
"Off-boarding refers to the process used when an employee - CORRECT ANSWER leaves the
employment of the hotel." "Which activity would first be undertaken if a hotel manager were seeking new employees to fill
current staff vacancies? - CORRECT ANSWER Recruitment."
"What is true about nonprogrammed decisions that require creativity? - CORRECT ANSWER
They are made infrequently."
"The standards used to judge fairness in a person's dealing with others is referred to as -
CORRECT ANSWER ethics."
"Which is an example of horizontal communication? - CORRECT ANSWER A department
head talks to another department head." "Specific management actions designed to reinforce desired performance and eliminate
undesired performance are referred to as - CORRECT ANSWER discipline."
"What is true about word of mouth advertising? - CORRECT ANSWER It can be positive or
negative." "A goal of no guest-related complaints established after guest service processes are implemented
is referred to as - CORRECT ANSWER zero defects."
"Service recovery tactics are used when a guest - CORRECT ANSWER provides negative
feedback during a current visit to a hotel." "When is the ideal time to address service-related concerns of a guest with the goal of identifying
problems and resolving them? - CORRECT ANSWER While the guest is still on the property."
"A hotel has 50 employees. In a specific time period the hotel experienced the separation of 15
employees. What was the hotel's employee turnover rate for this time period? - CORRECT
ANSWER 30%"
"A hotel has 400 rooms available to sell on Monday night. The hotel forecasts 360 rooms will be
sold that night. What is the hotel's occupancy forecast for Monday night? - CORRECT
ANSWER 90%"
"For any specific date, a hotel's availability forecast identifies the - CORRECT ANSWER
number of hotel rooms remaining to be sold." "Front desk agents should authorize (validate) the card used by a guest as that guest's preferred
form of payment at the time - CORRECT ANSWER of the guest's arrival."
"A caller to a hotel's front desk asks if a specific guest is staying in the hotel. The desk agent
answering the call should - CORRECT ANSWER provide no information about the guest."
"To which department would a hotel guest most likely complain about a TV that is not
functioning properly in his room? - CORRECT ANSWER Front office."
"A guest who must be walked is always one who - CORRECT ANSWER has a confirmed
reservation."
"A hotel guest's charges should be posted to that guest's - CORRECT ANSWER folio."
"What is the purpose of a bucket check? - CORRECT ANSWER Verify the accuracy of guest
registration information."
"Proper guest accounting begins with assigning guests to the room types they have reserved and
CORRECT ANSWER at the rate indicated on the guest's reservation."
"At what time would it be best for an auditor to perform his or her night audit? - CORRECT
ANSWER 2:00 a.m. to 4:00 a.m."
"Who would be most responsible for maintaining the security of a hotel's back-office accounting
systems? - CORRECT ANSWER Controller."
"What is the title of the individual responsible for the administration of a hotel's housekeeping
department? - CORRECT ANSWER Executive Housekeeper."
"When a guest room is reported in a PMS as being occupied, but the room was not used, and no guest or guest belongings are present in the room, that room's status would be reported by
housekeeping as a - CORRECT ANSWER sleep-out."
"Which item would be washed in keeping with a hotel's standards for cleaning terry? -
CORRECT ANSWER Bath towel."
"Who on a resort hotel's staff would most often be responsible for cleaning lobby elevators used
by guests? - CORRECT ANSWER House person."
"What is the accepted industry term hotel professionals use to identify those housekeepers who
are assigned guest room cleaning duties? - CORRECT ANSWER Room attendants."
"When should room inspectors perform their tasks? - CORRECT ANSWER Prior to updating
room status in the hotel's PMS."
"The value of a hotel's investment in linen, terry and machines is reduced when - CORRECT
ANSWER turnover among OPL workers is excessive."
"What is the denominator in the formula managers use to compute Cost per Occupied Room? -
CORRECT ANSWER Rooms sold."
"What is the numerator in the formula a manager would use to calculate room attendant wage
Costs per Occupied Room? - CORRECT ANSWER Total room attendant wages."
"For approximately how many days can bed bugs go without feeding and still stay alive? -
CORRECT ANSWER 400."
"What is the recommended rest time for cleaned laundry? - CORRECT ANSWER 24 hours."
"A hotel F&B Director is committed to a "farm-to-fork" purchasing philosophy. This F&B Director
would likely purchase many - CORRECT ANSWER locally sourced items."
"Which food item would NOT likely be offered on a hotel's complimentary continental breakfast
bar? - CORRECT ANSWER Bacon."
""Farm-to-fork" or "Farm-to-table" trends are driven by concerns about personal health and -
CORRECT ANSWER environmental sustainability."
"What is the fundamental purpose of the Sarbanes-Oxley Act? - CORRECT ANSWER Penalize
fraudulent accounting practices."
"What is the primary purpose of a hotel controller? - CORRECT ANSWER Oversee
bookkeeping and accounting functions." "Who would most often decide if a hotel used a centralized or a decentralized accounting system?
- CORRECT ANSWER Hotel owner."
"Which property would most likely use a decentralized accounting system? - CORRECT
ANSWER A single hotel owned and operated by a single individual."
"In a large hotel property utilizing a decentralized accounting system the hotel's controller is
likely to be a - CORRECT ANSWER CPA."
"In which type of accounting system would a hotel's data be combined with data from other
hotels prior to its analysis? - CORRECT ANSWER Centralized."
"Who would be the best person to conduct an audit of a hotel's financial procedures? -
CORRECT ANSWER An independent and qualified CPA."
"A hotel's AP balance increases when - CORRECT ANSWER legitimate invoices have been
received by a hotel for payment." "Which document reports the financial performance of a hotel for the specific time period
addressed by the document? - CORRECT ANSWER Income statement."
"Which document reports the financial condition of a hotel at a single point in time? - CORRECT
ANSWER Balance sheet."
"On June 1st, a hotel's balance sheet shows assets of $6,400,000 and owners' equity of $2,000,000.
What is the amount of the hotel's liabilities? - CORRECT ANSWER $4,400,000."
"An accounts aging report allows a GM to better manage a hotel's - CORRECT ANSWER AR."
"Which management activity is NOT reported on a hotel's Statement of cash flows? - CORRECT
ANSWER Forecasting."
"What is the term used to identify, in advance, days in which a company's negotiated room rate
will NOT be accepted by a hotel? - CORRECT ANSWER Blackout date."
"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? - CORRECT ANSWER $32,375."
"Who manages a hotel's central reservation system (CRS)? - CORRECT ANSWER Hotel
franchisor."
"Guests receive no complimentary meals when they book their room under the - CORRECT
ANSWER European plan."
"A fade rate will most likely used by a hotel when - CORRECT ANSWER rate resistance is
encountered." "A hotel achieved an occupancy rate of 80% this month. This month the hotel's competitive set
achieved an occupancy rate of 64%. What is the hotel's occupancy index for this month? -
CORRECT ANSWER 125."
"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? - CORRECT ANSWER $294.00"
"A hotel achieved a RevPAR index of 80 this month. This month its competitive set achieved a
RevPAR of $200. What was the hotel's RevPAR for this month? - CORRECT ANSWER $160."
"Which industry created the global distribution system (GDS)? - CORRECT ANSWER
Airline."
"Typically, a hotel's highest net contribution will be achieved when reservations are booked -
CORRECT ANSWER by a travel agent."
"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? - CORRECT ANSWER Opaque."
"Which describes the formal communication between a hotel's GM and those who own the hotel?
- CORRECT ANSWER Investor relations."
"Who would most likely be a member of a hotel's EOC? - CORRECT ANSWER Food and
beverage director."
"Which area of management most requires GMs to work with their hotels' accounting staff? -
CORRECT ANSWER Controlling/Evaluating."
"When GMs participate in charity events and fundraisers held at their hotels they are primarily
working in the area of - CORRECT ANSWER community relations."
