Download AHLEI Final Exam With 100% Correct Answers 2023 and more Exercises Advanced Education in PDF only on Docsity!
AHLEI Final Exam With 100% Correct
Answers 2023
Which segment of the tourism industry includes lodging operations? - Correct Answer- Hospitality Which type of lodging operation offers its guests sleeping rooms, meeting space and complete food and beverage services? - Correct Answer-Full-Service An ala carte menu is one in which the menu items offered are individually - Correct Answer-Priced Which type of hotel is typically operated out of a converted home? - Correct Answer- Bed and Breakfast The US tourism industry is one of the top ten largest industries in - Correct Answer- 49/50 states What is the approximate size of the "average" hotel in the US? Management process? - Correct Answer-100 rooms About what percentage of hotel guests travel for pleasure, rather than traveling for business? - Correct Answer-59% Which lodging industry characteristic recognizes the fact that, if a guest room is not rented on a specific day, the room revenue that would have been achieved for that room, in that day, is lost forever? - Correct Answer-Perishability Which lodging industry characteristics recognizes the fact that s hotels ability to attract and retain qualified staff members who consistently deliver excellent service is a key to the success or failure of a hotel? - Correct Answer-Labor intensive Which lodging industry characteristic recognizes the fact that, in most cases, a hotels GM must have expertise in one or more areas beyond that of merely selling hotel rooms? - Correct Answer-Inseparability of manufacture and sales What is another name for a management company that operates hotels for a fee? - Correct Answer-Contract company Which is a staff department in a lodging operation? - Correct Answer-Human Resources Which is a revenue center in a hotel? - Correct Answer-Front office department
Which is a cost center in a lodging operation? - Correct Answer-Human Resources department How is "market share" typically determined in the lodging industry? - Correct Answer-By the percentage of dollars sold Significantly reducing the number of stuff members in an organization for cost containment purposes is a process generally referred to as - Correct Answer- Downsizing The focusing of marketing efforts on highly-defined groups of travelers is a process known in the lodging industry as - Correct Answer-Market segmentation What is the formula lodging managers use to calculate a hotels occupancy %? - Correct Answer-total rooms sold/total rooms available = occupancy percent A hotel had 353 rooms available for sale on a Saturday night. The hotel sold 300 rooms that night. What was the hotel's occupancy % for that Saturday? - Correct Answer- 85.0% The use of technology to analyze guest-related data to make better marketing decisions is known as data - Correct Answer-Mining A career ladder is? - Correct Answer-A plan identifying successively responsible positions within an organization or industry A senior member of management who provides advice and counsel to less-experienced staff members about related to a job, organization, or profession is known as - Correct Answer-A counselor Enrollment in a formal two-year or four-year hospitality management training program is
- Correct Answer-Not absolutely critical to a successful hospitality career Which is a graphic "road map" that indicates possible career progression through a lodging organization? - Correct Answer-Career ladder 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 - Correct Answer- Value An integral part of a hotel's corporate culture must be an emphasis on - Correct Answer- Guests Which answers the question "What do we want to create? - Correct Answer-Vision
A goal of no guest-related complaints established after guest service processes are implemented is referred to as - Correct Answer-Zero defects "Employer of choice" refers to the concept that a hotel is the preferred place of employment in the community for applicants - Correct Answer-Who have alternative employment opportunities Which is the formula managers use to calculate their employee turnover rate? - Correct Answer-Number of employees separated/number of employees in the workforce Service recovery tactics are used when a guest - Correct Answer-Provides negative feedback when staying at the 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-White 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% Which describes the formal communication between a hotel's GM and those who own the hotel? - Correct Answer-Investor relations Which is the formula managers use to calculate profits in a food service operation? - Correct Answer-Revenue - Expense = Profit What is the formula used to calculate business profits? - Correct Answer-Revenue (-) Expenses = Profits The term FF&E refers to furniture, fixtures and - Correct Answer-Equipment The bookkeeping and accounting tasks performed in a hotel's front office are considered - Correct Answer-front office accounting Most popular-priced and fine-dining restaurants - Correct Answer-do not offer breakfast and are not open seven days per week. Who would most likely be a member of a hotel's EOC? - Correct Answer-Food & Beverage director What is the name of the accounting procedures suggested for use in the hotel industry?
- Correct Answer-USALI Compared to the rental of hotel guest rooms, most F&B operations generate less revenue, - Correct Answer-more complaints, and fewer profits
Which area of management most requires GMs to work with their hotels' accounting staff? - Correct Answer-Controlling/evaluating What is the purpose of GAAP? - Correct Answer-Ensure uniformity Which is an example of a non-commercial food service operation? - Correct Answer- Hospital food service operation When GMs participate in charity events and fundraisers held at their hotels they are primarily working in the area of - Correct Answer-Community relations Which activity is a bookkeeping activity? - Correct Answer-Record the sale of a guest room Using a menu for one meal to encourage hotel guests to return for meals at other convenient times is an example of - Correct Answer-cross-selling. Which is the first step in the management process? - Correct Answer-Planning What is the fundamental purpose of the Sarbanes-Oxley Act? - Correct Answer- Penalize fraudulent accounting practices Which is the position in a hotel that is responsible for selling group functions and interacting with banquet clients? - Correct Answer-Catering manager Who would most likely assign a hotel its quality inspection score? - Correct Answer- Hotels brand managers What is the primary purpose of a hotel controller? - Correct Answer-Oversee bookkeeping and accounting functions Which would NOT be a direct report to a hotel F&B Director? - Correct Answer-Sous chef Who would most often decide if a hotel used a centralized or a decentralized accounting system? - Correct Answer-Hotel owner The organization of a full-service hotel's F&B services depends primarily on its size and
- Correct Answer-revenue volume. Which management processes directly relates to arranging and deploying resources in ways that most efficiently achieve a hotel's goals? - Correct Answer-Organizing Which property would most likely use a decentralized accounting system? - Correct Answer-A single hotel owned and operated by a single individual
What is true about the cost of providing room service meals? - Correct Answer-The cost is higher than that of providing dining room service. What is the purpose of coding hotel expenses? - Correct Answer-Assign costs to specific hotel areas What is true about drinks served at a hosted bar? - Correct Answer-The host pays the hotel for beverages consumed by guests. Attendance at association-sponsored trade shows allows GMs to interact with potential - Correct Answer-Vendors Which hospitality industry trade association operates the Educational Institute (E.I.)? - Correct Answer-AH&LA What is the formula accountants use to create a Balance sheet? - Correct Answer- Assets = Liabilities + Owners' equity 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 Which organization was developed specifically to meet the training needs of the hotel industry? - Correct Answer-AHLEI (American Hotel & Lodging Educational Institute) Which type of budget would be best used for scheduling needed capital expenditures? - Correct Answer-Long range 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. The primary purpose of professional certification in the hospitality industry is to - Correct Answer-Demonstrate Competency Every individual who will serve alcoholic beverages in a hotel must be trained in proper service procedures, and this training must be - Correct Answer-properly documented. A hotel's AR balance increases when - Correct Answer-products and services are sold to customers on credit. In which hotel setting location would it be most difficult to properly control the service of alcohol? - Correct Answer-Banquet A hotel's AP balance increases when - Correct Answer-legitimate invoices have been received by a hotel for payment.
Who most often creates the job description for an individual hotel's GM? - Correct Answer-Hotel Owner Which document reports the financial performance of a hotel for the specific time period addressed by the document? - Correct Answer-Income statement In a third-party liability (dram shop) lawsuit, who is the second party? - Correct Answer- The one who served the alcohol A common use of GM job descriptions is to - Correct Answer-Identify training needs Which document reports the financial condition of a hotel at a single point in time? - Correct Answer-Balance sheet In a third-party liability (dram shop) lawsuit, who is the third party? - Correct Answer-The one who was injured Which statement most accurately reflects the daily work assignments of select-service and full-service hotel GMs? - Correct Answer-They have little in common, but their daily activities are identical. Which task would more likely be undertaken by a select-service hotel GM than a full- service hotel GM? - Correct Answer-Guest room inspections 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, Foods grown and processed without chemicals, preservatives, or artificial flavors or colors are referred to as - Correct Answer-organic foods. 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 An accounts aging report allows a GM to better manage a hotel's - Correct Answer-AR 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 Which management activity is NOT reported on a hotel's Statement of cash flows? - Correct Answer-Forecasting
Which skills must be used in almost all management and supervisory positions? - Correct Answer-Administrative skills A fade rate will most likely used by a hotel when - Correct Answer-rate resistance is encountered. In general FF&E reserves in a hotel should average what percent of a hotel's gross revenue? - Correct Answer-2-4% Effectively negotiating with vendors and suppliers is an example of a GM's - Correct Answer-Interpersonal skills 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 $1.00 per thousand formula, what is the approximate room rate (ADR) that should be achieved by the hotel? - Correct Answer-$ At what age will a hotel building first need minor renovation as well as refurbishment? - Correct Answer-8-15 years The hospitality industry is labor intensive. That means that businesses in the industry - Correct Answer-Require many staff members to operate properly 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 What is the title typically given to the individual responsible for the administration of a hotel's property operations and maintenance (POM) department? - Correct Answer- Chief Engineer Reorganizing hotel departments or work sections within departments is a process referred to as - Correct Answer-Reengineering Which factor will most affect the daily fluctuation of a hotel's room rates? - Correct Answer-Room demand Which task would NOT typically be assigned to an individual employed as a maintenance assistant in a hotel? - Correct Answer-Design electrical systems Most hotel GMs face change-related challenges caused by - Correct Answer- Increasingly diverse workforce Revenue managers are primarily responsible for optimizing a hotel's - Correct Answer- occupancy rate.
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? - Correct Answer- Ensure the company providing the equipment provides employee training. One task of general managers is to improve quality while, at the same time, - Correct Answer-Increase productivity Which types of tasks performed by a POM department involve the customary care of the hotel facility? - Correct Answer-Routine When must a hotel walk a guest? - Correct Answer-When the hotel is overbooked Which is a contemporary, rather than a traditional, managerial approach or viewpoint? - Correct Answer-Empowerment of workers In a well-managed hotel, who should be able to initiate work orders? - Correct Answer- All employees What is the formula revenue managers use to calculate their hotels' RevPAR? - Correct Answer-Occupancy % x ADR = RevPAR Which is a front-of-house employee? - Correct Answer-server What is another term commonly used in the hotel industry to describe revenue management? - Correct Answer-Yield management Which maintenance tasks performed by a POM department involve the daily cleaning of the lint traps in dryers used in a hotel's OPL? - Correct Answer-Preventive 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 GMs must be most concerned with indemnification-related issues when - Correct Answer-outside vendors, rather than POM staff, are used to provide services. What is the denominator in the formula revenue managers use to calculate GOPAR? - Correct Answer-Total rooms available to be sold Which describes how hotel employees are intended to act? - Correct Answer-Core values 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-
What is true about nonprogrammed decisions that require creativity? - Correct Answer- Decisions that occur infrequently and require creative and unique decision making abilities Approximately what percent of hotel reservations are currently booked online? - Correct Answer-Over 50% In most cases a hotel's wastewater charges will be reduced when its - Correct Answer- water consumption is reduced. The standards used to judge fairness in a person's dealing with others is referred to as - Correct Answer-ethics For what types of equipment would seasonal PM programs be most important? - Correct Answer-HVAC Typically, a hotel's highest net contribution will be achieved when reservations are booked - Correct Answer-on the hotel's own website. Which is an example of horizontal communication? - Correct Answer-A department head talks to another department head. 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 type of light producing lamps requires special disposal methods because they contain trace amounts of mercury? - Correct Answer-CFLs Specific management actions designed to reinforce desired performance and eliminate undesired performance are referred to as - Correct Answer-discipline Which is the highest level of LEED recognition for which a green hotel could qualify? - Correct Answer-Platinum A hotel will achieve an 80% Net ADR yield on a reservation supplied by one of its distribution channels. The room was reserved at a room rate of $180 per night. What is the amount of per night reservation generation fees the hotel will pay for this reservation? - Correct Answer-$36. In most cases, today's hotel general managers work - Correct Answer-A shorter week than their counterparts in the past Which two areas of sustainability are most influenced when a hotel's POM department installs water flow restrictors in guest room shower heads? - Correct Answer-Water management and energy management
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? - Correct Answer-80% Which is an example of a GM's positive interactions with hotel employees? - Correct Answer-Mentoring younger workers Who most often negotiates sales contracts on behalf of a hotel? - Correct Answer- DOSM What is an energy sensitive, but effective for cleaning, setting for hot water temperatures to be used in a hotel's OPL? - Correct Answer-120° Fahrenheit (49° Celsius) Which is an example of a GM's negative interaction with hotel employees? - Correct Answer-Confronting staff members known to be stealing When used in relation to hotels, the term "safety" refers to protection of - Correct Answer-an individual's physical well-being and health. Servicing consumer demand and booking clients are activities directly related to hotel - Correct Answer-sales GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they - Correct Answer-Work an excessive number of hours per week When a manager knows, or should have known, about a threat to safety, that threat is considered to be - Correct Answer-foreseeable. The act of reserving a hotel's ballroom for a guest's 50th anniversary party is an example of hotel - Correct Answer-sales HR responsibilities in larger hotels are split between the HR department and - Correct Answer-Operating managers in line departments What kind of manager, and manager action, is being considered when the legal concept of reasonable care is assessed by a court? - Correct Answer-A reasonably prudent manager What is the primary goal of a local chamber of commerce? - Correct Answer-Advance business interests in the community. Which positions are filled by employees who are technical specialists that provide advice to but do not make decisions for persons in line positions? - Correct Answer- Staff
A subset of customers who have common needs is known as a - Correct Answer- market segment. Which is NOT an advantage of a hotel utilizing an IP/Wireless security system rather than using a CCTV/DVR security system? - Correct Answer-The IP/Wireless system's cameras cost less to purchase than those used in a CCTV/DVR system. HR Directors in a hotel typically report to the - Correct Answer-General Manager 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 Who would be notified first if a hotel used contact alarms to monitor its front desk area?
- Correct Answer-Fire or police departments Which is a task that would normally be performed by an HR professional working in a hotel? - Correct Answer-Record Changes in worker status Which activity would be listed in a hotel's marketing plan? - Correct Answer-Place advertisement in CVB guide A jury awards a hotel guest $250,000 in damages for medical expenses directly related to an injury the guest suffered due to a hotel's carelessness. What type of damages has the court awarded this guest? - Correct Answer-Compensatory damages Which is true about the employment history of qualified HR Directors? - Correct Answer- There is no single best background for an HR Director. The use of brochures, billboards and exterior signage are examples of a hotel's - Correct Answer-advertising efforts. Which threat to hotel guests' safety and security would likely be considered foreseeable by a court assessing reasonable care on the part of the hotel's management? - Correct Answer-A broken concrete step in the hotel's entry way that causes a guest to stumble and fall. Which would be a legitimate BOQ for the job of a cocktail waitress? - Correct Answer- Being of legal age to serve alcohol Which marketing activity is provided to hotels at no cost? - Correct Answer-Publicity An emergency plan identifies a threat to the safety and/or security of a hotel, as well as
- Correct Answer-the hotel's planned response to it. Who must sign the consent form authoring a background check on an employee applying for a job at a hotel? - Correct Answer-The applicant
Which marketing activity can often be used to counter negative publicity? - Correct Answer-Public relations Which event would NOT likely be included in a hotel's emergency planning documents?
- Correct Answer-OPL dryer breakdown At what age are workers protected from discrimination because of the provisions of the Age Discrimination in Employment Act? - Correct Answer- A hotel's emergency plan should be kept simple because - Correct Answer-it will be implemented in a time of heightened stress. Who typically approves a hotel's marketing plan after it has been developed? - Correct Answer-GM 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 - Correct Answer-40 hours in a work week In the event of an approaching tornado, hotel guests should normally be instructed to go to the - Correct Answer-bath area of their guest rooms. A hotel's Sales and Marketing committee is one example of - Correct Answer-on- property marketing activities. Which is NOT an employee characteristic for which discrimination in employment is prohibited by the Civil Rights Act of 1963? - Correct Answer-Weight In which order should guests be notified if a fire breaks out in a guestroom? - Correct Answer-Rooms on either side of the room on fire first, then the rooms immediately below the room on fire. A hotel Rooms Division Manager is typically responsible for managing which two operating departments in a hotel? - Correct Answer-Front office and Housekeeping Employee recruitment in areas where unemployment is - Correct Answer-Low, can be very challenging What is the highest temperature recommended for operating hotel hot tubs and whirlpools? - Correct Answer-105°F (C-41°) Who would issue an RFP to a hotel? - Correct Answer-Client A hotel's HR department is responsible for - Correct Answer-recruitment, but will not have a major influence over turnover rates.
On-going efforts within the hotel to better meet (or exceed) guest expectations and to define ways to perform work better, less costly, and with faster methods are the focus of
- Correct Answer-quality improvement programs. The STAR report for a manager's hotel indicates that last month the hotel achieved an ADR Index of 110. The manager's competitive set achieved an ADR of $180. What was the ADR of the manager's hotel last month? - Correct Answer-Between $190 and $ Which is the best tool hotel managers can use for identifying the inappropriate selling of hotel guest rooms? - Correct Answer-Discrepancy report Carpal tunnel syndrome is a health hazard associated with - Correct Answer-Repetitive motion injuries What is the most important thing hotel managers must consider if their hotels face the threat of terrorist attacks? - Correct Answer-Guest safety A concierge provides a hotel's guests with - Correct Answer-information Working with line managers to implement on-going programs that allow employees to gain additional job-related knowledge and skills leading to more responsible and higher- paying jobs within the hotel is an example of - Correct Answer-professional development activities. What is the name of the legal contract describing the relationship between a hotel owner and the hotel brand with which the owner seeks to affiliate? - Correct Answer- Franchise agreement The situation in which all of a hotel's rooms are sold or oversold is referred to as a - Correct Answer-sell-out. Which is the first step in the development of a successful succession planning effort? - Correct Answer-Identification of positions to be addressed in the succession planning process. 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% Which governmental agency in the U.S. regulates the actions of franchisors? - Correct Answer-Federal Trade Commission (FTC) For any specific date, a hotel's availability forecast identifies the - Correct Answer- number of hotel rooms remaining to be sold.
The hotel occupancy tax is also know in the hotel industry as the - Correct Answer-bed tax 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- The purpose of a "window" in a franchise agreement is to give franchisors and franchisees the right to - Correct Answer-early termination of their agreements. 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) Who is responsible for verifying the accuracy of information presented in a Franchise Disclosure Document (FDD)? - Correct Answer-The person or company reading the FDD In most cases, at what time are non-guaranteed room reservations released by a hotel's front office? - Correct Answer-4:00 to 6:00 p.m. Two primary advantages a hotel gains by affiliating with a franchised brand are name recognition and - Correct Answer-connection to the brand's reservation system. Which room sales are most often made through the efforts of a hotel's front-office staff?
- Correct Answer-Transient A franchised hotel generates $2,000,000 per year in gross rooms revenue. What amount of franchise fees is this hotel likely to be required to pay its franchisor on this level of rooms revenue? - Correct Answer-$60,000 to $300, On which date would a hotel release rooms that have not been picked up from a group block? - Correct Answer-Cut-off date In an effort to rapidly expand the growth of an aging hotel brand, its brand managers may allow a significant number of brand - Correct Answer-conversions. In its earliest days of operation, who utilized the GDS to book hotel rooms? - Correct Answer-Travel agents Who absorbs a hotel's operating losses when it is affiliated with a national brand? - Correct Answer-The owners of the hotel Which type of hotel guest would be most influenced to choose a hotel based upon its curb appeal? - Correct Answer-Walk-in
