Intro to Hospitality Test 3 Review Chapter 11 1 What are the tools used to measure revenue in the hotel industry Occupancy percentage average daily rate and yield management P 116 2 What impacts revenue in the hotel industry External forces such as seasonality and competition P 115 3 What is occupancy percentage A ratio relating the number of rooms sold to the number of rooms available P 116 4 If room revenue is 63210 430 rooms occupied what is the average daily rate 63210 430 147 P 117 5 What percentages of restaurants fail within the first 3 years of operation 90 P 117 6 Two largest expenses in the restaurant industry are Food Beverage P 117 7 How can we control labor costs To have a formula to determine how much labor you need based on the amount of customers in your restaurant hotel P 118 8 If food sales 85 000 COGS 25000 what is food cost percentage 25000 85000 29 4 P 118 9 In order to manage food wisely you must be creative about menu items also managers can determine the popularity of menu items from POS and manage day to day operations to lessen food and beverage theft P 118 10 What are the methods used by hotel and restaurant managers to gain a competitive advantage Discounting up selling and top down approach P 119 11 What most effective type of cost control of the restaurant industry Volume purchasing portion control as purchased AP edible portion EP and yield percentage Two most effective cost controls for the hotel industry Energy management and labor costs P120 2 12 What must you take in consideration in figuring out the yield factor The yield factor helps you determine how much to buy i e meat P 123 Chapter 12 1 Describe the following a Job specification the knowledge skills and abilities necessary to perform the position b Job analysis what work needs to be accomplished c Job description identifies the tasks responsibilities and duties under which jobs are performed 2 What is the most important responsibility of the human resource department Intro to Hospitality Test 3 Review a Knowing employment laws b Training and testing of others to make sure everyone else knows the employment laws 3 2 documents that are used as the basis for recruitment selection training evaluations compensation and health Application and evaluation forms 4 5 parts of a job design Job simplification a b Job enlargement c Job enrichment d Job rotation e Team building a 60 70 5 What is the average turnover rate in the hospitality industry 6 How much are we using newspapers to advertise new jobs in book Not a lot and not reliable according to the book p 131 7 What is meant by team building Views employees as members of work groups rather than 8 Why are teams created When there are problems team of experts can be called together to as individuals find solution p 131 9 What is job enrichment Is the process of adding responsibilities to the job a Why does H R go through this process To prevent the job from becoming boring adding responsibilities can give motivation to employees also employees can go back to school and travel to corporate functions b What is the objective of job enrichment Motivate employees that s looking for a challenge P 131 10 Which are the standard ways employees usually receive payment for work they perform Direct compensation merit pay and benefits P 133 11 What is a progressive discipline policy Employees receive increasingly more stringent discipline for infractions a When does HR apply this policy The evaluations serve as documentation if the former employee brings discrimination charges forward Chapter 15 1 What is a price rate Classified by budget midscale luxury and boutique a Location Classified urban suburban airport destination b Why is it important The amenities and location of full service hotels make them also appealing to vacation and leisure time 2 Key factors that distinguish the level of a property The level and quality of hospitality courtesy and services distinguishes the lodging property 3 What is known as tangible characteristics of the lodging industry Intro to Hospitality Test 3 Review a Rooms and beds 4 Meaning of a mid scale property i Priced higher than economy level offer amenities just below full service luxury offers food and beverages outlets b What are the characteristics i Attractive to guests because of rates ii Offer the basics in full service iii Appeal to the largest segment of travelers iv Located in cities and suburban areas v Ex Hampton inn holiday inn express Fairfield 5 What are upscale and luxury properties i Ultimate lodging experience provides extraordinary experiences that exceed expectations b What is unique about them i Emphasis on service which includes larger rooms plush bath towels upgraded amenities fine dining turndown service valet 24 hour room service concierge service swimming pool and spa ii Employee to guest ratio is 2 1 iii Examples Candlewood Marriot 6 What is the busy period of business known as lasts between 90 120 days a High season 7 How are bed and breakfasts described in the chapter Who does it cater to Independently owned and operated with owner living on the premise a b Average B B has around 9 rooms but 2 out of 3 have less than 8 rooms and 1 out of 3 have less than 4 rooms c No two B B s are the same d Cater to older affluent well educated travelers who seek shorter vacations closer to home 8 How is the boutique establishment described a Small uniquely designed hotels 100 rooms or less designed led offering unique personalized service and high tech facilities 9 Which type of lodging experience has a peak demand during the week and it s connected to 10 What type of lodging is expanded to include the business traveler and not just the leisure a mode of transportation a Airport hotels traveler a Motels 1 What are the 3 key constituencies of the hotel business triangle diagram Chapter 16 Intro to Hospitality Test 3 Review Employees Seeking intrinsic extrinsic job satisfaction Investors Seeking return on investment Guests Seeking overnight accommodations and a pleasant productive stay Diagram 1 Management focus A successful hotel management team fulfills the needs of three 3 key constituencies hotel guests employees and investors a Employees Investors and guests 2 What are the 2 primary operating divisions a Rooms division b Food and beverage division 3 This division is considered by many as the heart of the hotel 4 This division spends the most time face to face with the hotel guests a Housekeeping P 175 a
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