Chapter 1 The Lodging Industry
NAME: _____________________________________________________
DATE: _________________________________
1. Identifying smaller groups within a target market and developing products and services to satisfy these groups is
called:
a. franchising.
b. market segmentation.
c. demand marketing.
d. supply marketing.
2. Which of the following may be a characteristic of an extended-stay hotel?
a. several kinds of food and beverage services
b. recreational and exercise facilities
c. conference and meeting rooms
d. limited housekeeping services
3. Which of the following features or services is likely to be found at an economy/limited service property?
a. banquet rooms
b. small meeting rooms
c. room service
d. uniformed services
4. The level of service quality in hotels is determined by:
a. independent rating services.
b. increasing service variability.
c. consistent service delivery.
d. the variety of amenities offered.
5. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide _____________
service.
a. economy/limited
b. mid-range
c. world-class
d. quality
6. Which of the following types of hotels is least likely to offer uniformed guest services?
a. world-class service hotels
b. first-class service hotels
c. mid-range service hotels
d. economy/limited service hotels
7. The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market
conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew
Drop Inn is probably a(n) ______________ property.
a. chain property
b. franchisee
c. corporate
d. independent
,2 333T Managing Front Office Operations
8. A group of investors is planning to develop a conference center on the outskirts of a major city. Financing
opportunities depend on assuring the bank that the property will be operated by a professional staff. Which of
the following would be the best option for the investors if none of them has a hospitality management
background?
a. forming a hotel chain
b. contracting with a management company
c. joining a referral group
d. becoming an independent property
9. Which of the following types of hotels would likely appeal most to pleasure/leisure travelers?
a. airport hotels
b. resort hotels
c. residential hotels
d. convention hotels
10. Which of the following are primarily designed to create and sustain brand loyalty among guests?
a. quality service initiatives
b. frequent traveler programs
c. amenity innovations
d. internal marketing programs
, 333T Managing Front Office Operations 3
Chapter 2 Hotel Organization
NAME: _____________________________________________________
DATE: _________________________________
1. Which of the following best describes a mission statement?
a. a description of a company’s target markets and how to reach them
b. a five-year operational plan for increasing revenues
c. a statement of the organization’s unique purpose
d. an explanation of the activities an organization must perform to achieve its defined goals
2. Activities and standards that an organization must successfully perform or achieve to effectively carry out its
mission are called:
a. strategies.
b. tactics.
c. goals.
d. responsibilities.
3. On a hotel organization chart, solid lines indicate relationships that involve:
a. direct accountability.
b. a high degree of communication and cooperation.
c. functional equality.
d. an indirect reporting relationship.
4. In a large full-service hotel, the front office manager reports to the:
a. general manager.
b. chief engineer.
c. rooms division manager.
d. security director.
5. In a large full-service hotel, the catering director is most likely to report to the:
a. general manager.
b. food and beverage director.
c. director of marketing and sales.
d. front office manager.
6. Which of the following areas of a hotel is a support center?
a. hotel operated gift shop
b. food and beverage department
c. housekeeping department
d. front office department
7. Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register
guests, and maintain guest accounts. Judy works in the ______________ department.
a. front office
b. reservations
c. sales
d. uniformed services
NAME: _____________________________________________________
DATE: _________________________________
1. Identifying smaller groups within a target market and developing products and services to satisfy these groups is
called:
a. franchising.
b. market segmentation.
c. demand marketing.
d. supply marketing.
2. Which of the following may be a characteristic of an extended-stay hotel?
a. several kinds of food and beverage services
b. recreational and exercise facilities
c. conference and meeting rooms
d. limited housekeeping services
3. Which of the following features or services is likely to be found at an economy/limited service property?
a. banquet rooms
b. small meeting rooms
c. room service
d. uniformed services
4. The level of service quality in hotels is determined by:
a. independent rating services.
b. increasing service variability.
c. consistent service delivery.
d. the variety of amenities offered.
5. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide _____________
service.
a. economy/limited
b. mid-range
c. world-class
d. quality
6. Which of the following types of hotels is least likely to offer uniformed guest services?
a. world-class service hotels
b. first-class service hotels
c. mid-range service hotels
d. economy/limited service hotels
7. The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market
conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew
Drop Inn is probably a(n) ______________ property.
a. chain property
b. franchisee
c. corporate
d. independent
,2 333T Managing Front Office Operations
8. A group of investors is planning to develop a conference center on the outskirts of a major city. Financing
opportunities depend on assuring the bank that the property will be operated by a professional staff. Which of
the following would be the best option for the investors if none of them has a hospitality management
background?
a. forming a hotel chain
b. contracting with a management company
c. joining a referral group
d. becoming an independent property
9. Which of the following types of hotels would likely appeal most to pleasure/leisure travelers?
a. airport hotels
b. resort hotels
c. residential hotels
d. convention hotels
10. Which of the following are primarily designed to create and sustain brand loyalty among guests?
a. quality service initiatives
b. frequent traveler programs
c. amenity innovations
d. internal marketing programs
, 333T Managing Front Office Operations 3
Chapter 2 Hotel Organization
NAME: _____________________________________________________
DATE: _________________________________
1. Which of the following best describes a mission statement?
a. a description of a company’s target markets and how to reach them
b. a five-year operational plan for increasing revenues
c. a statement of the organization’s unique purpose
d. an explanation of the activities an organization must perform to achieve its defined goals
2. Activities and standards that an organization must successfully perform or achieve to effectively carry out its
mission are called:
a. strategies.
b. tactics.
c. goals.
d. responsibilities.
3. On a hotel organization chart, solid lines indicate relationships that involve:
a. direct accountability.
b. a high degree of communication and cooperation.
c. functional equality.
d. an indirect reporting relationship.
4. In a large full-service hotel, the front office manager reports to the:
a. general manager.
b. chief engineer.
c. rooms division manager.
d. security director.
5. In a large full-service hotel, the catering director is most likely to report to the:
a. general manager.
b. food and beverage director.
c. director of marketing and sales.
d. front office manager.
6. Which of the following areas of a hotel is a support center?
a. hotel operated gift shop
b. food and beverage department
c. housekeeping department
d. front office department
7. Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register
guests, and maintain guest accounts. Judy works in the ______________ department.
a. front office
b. reservations
c. sales
d. uniformed services
