Study Guide: Exam 1
173 Cards in this Set
| Front | Back |
|---|---|
|
Which of the following represents the most significant cost in kitchen operations?
|
Labor
|
|
The food and beverage department often contributes what profit margin from operations?
|
25% - 30%
|
|
Who is generally in charge of a hotel kitchen?
|
Executive Chef
|
|
An entrée sells for $10.95; the cost is $3.25; what is the contribution margin?
|
$7.7
|
|
Which of the following is not one of the critical ratios in food and beverage operations?
|
Covers-per-person per hour
|
|
Larger hotels will employ a person that rotates through the cooking stations to relieve station chef heads. This person is the:
|
Chef Tournant
|
|
Food cost percentage is calculated by:
|
Cost of food divided by sales
|
|
Which of the following are not the responsibilities of a director of food and beverage?
|
Marketing
|
|
A hotel restaurant forecasts its expected guest count based on house count and type of guest. This is called:
|
The capture rate
|
|
Bar efficiency is measured by:
|
Pour/cost percentage
|
|
The chief steward is responsible for which of the following functions?
|
Both answers 1 and 2
|
|
Which of the following is a type of bar pilferage?
|
Underpouring liquor, overpouring liquor, overcharging guests for drinks
|
|
A group of people that eat together at one time and in one place is called a(n):
|
Banquet
|
|
A document that lists all of the needs and requirements of a function in a hotel is called a catering event order or:
|
(BEO) Banquet event order
|
|
Which of the following is a challenge to operating room service?
|
Delivery on time, profitability, avoiding complaints
|
|
__________ is a risk all bars encounter.
|
Pilferage
|
|
The _________ rotates through various stations to relieve the station chefs.
|
Chef Tournant
|
|
The catering coordinator controls the __________ or the "bible."
|
Function diary
|
|
A ____________ offers guests a convenient method of obtaining beverages without leaving their room.
|
Minibar
|
|
The ________ plans the menu, but the ___________ must ensure that the menu is suitable for the guest.
|
Chef; Catering Manager
|
|
The Director of Food and Beverage reports to the Executive Chef.
|
FALSE
|
|
An acceptable profit margin from a food and beverage department is 25% - 30%.
|
TRUE
|
|
Labor cost percentage is calculated by dividing the total labor cost of food sales.
|
TRUE
|
|
A shopper will use the bar like any other guest, but is paid to watch for pilferage.
|
TRUE
|
|
All major chain hotels generally have at least one restaurant.
|
FALSE
|
|
Banquet Event
|
Catered Event
|
|
Sous Chef
|
Kitchen Assistant
|
|
Food cost percentage
|
F & B ratio
|
|
Contribution margin
|
Sale price minus cost
|
|
Room service
|
In-room service
|
|
BEO
|
CEO
|
|
Chef tournant
|
Relief
|
|
Pour/cost percentage
|
Bar efficiency
|
|
Cold calls
|
Business leads
|
|
Horseshoe style
|
Meeting format
|
|
Which of the following people is NOT usually considered a member of the executive committee of a hotel?
|
Director of Catering
|
|
Total room sales divided by the number of rooms sold represents:
|
Average daily rate
|
|
the rooms division includes which of the following?
|
all of the above
|
|
Which of the following hotel employees are responsible for balancing the guests accounts every day?
|
Night auditor
|
|
Which of the following is true regarding the central reservation system?
|
it can have access to the inventory of room availability of each hotel in the chain.
|
|
The concierge is under which department?
|
rooms division
|
|
Which of the following is NOT a function of the front office?
|
all are functions of the front office
|
|
Which of the following room rate plans includes a room only, no meals?
|
European plan
|
|
Hotel performance is based on which of the following operating ratios?
|
both answers 1 & 2
|
|
Total rooms in the hotel are 410; total rooms available are 400; total rooms sold are 350; total revenue is $38,500. What is the ADR?
|
$110
|
|
Which of the following is not a front office module of the typical property management system (PMS)?
|
food and beverage management
|
|
Yield management is:
|
A demand forecasting technique used to maximize room revenue.
|
|
Hotels add a charge to all long distance calls made by the guest. This charge is typically:
|
50%
|
|
Guest surveys consistently rank which of the following as the number one concern in hotels?
|
cleanliness
|
|
Housekeeping attendants typically clean and service how many rooms per shift?
|
15-20
|
|
The __________ is used as the benchmark quotation of a hotel's room rate.
|
rack rate
|
|
The ___________ allows hotels and their corporate office to access rooms' inventory and make reservations simultaneously.
|
Central reservations system
|
|
_______________ in housekeeping is measured by the number of hours each person takes to clean an occupied room.
|
Productivity
|
|
_______________ will monitor reservations and, based on previous trends and current demand, determine the number and type of rooms to sell at what price to obtain the maximum revenue.
|
yield management
|
|
The primary function of a hotel is to provide lodging accommodation.
|
TRUE
|
|
The Front Office Manager's main function is to ensure that the housekeeping department maintains the high quality of cleaned rooms.
|
FALSE
|
|
The ADR is calculated by dividing the total sales by total number of guests in the hotel.
|
FALSE
|
|
The largest department in terms of number of staff is food and beverage.
|
FALSE
|
|
Communications such as telephone, FAX, and pagers are usually a break-even service in hotels.
|
FALSE
|
|
bellperson
|
uniformed staff
|
|
daily report
|
room occupancy percentage
|
|
yield management
|
maximize room revenue
|
|
executive committee
|
makes major decisions
|
|
housekeeping
|
largest department
|
|
property management system
|
management software
|
|
average daily rate
|
key operating ratio
|
|
american plan
|
three meals a day
|
|
front office
|
sells rooms
|
|
city ledger
|
method of payment
|
|
The concept that allows a company to expand more rapidly by using other people's money than if it had to acquire its own financing is called:
|
franchising
|
|
the largest lodging enterprise
|
holiday inn
|
|
which of the following are not trends in franchising
|
all of the above are current trends
|
|
AAA uses which system to rate hotel quality?
|
diamond system
|
|
which of the following is NOT a trend in hotel development?
|
transportation
|
|
a group of hotels that share a centralized reservation system and logo is called.
|
referral association
|
|
Many major lodging companies now have properties in each segment of the market. This is an example of:
|
vertical integration
|
|
a home away from home atmosphere with community breakfast describes:
|
bed and breakfast inns
|
|
World Tourism Organization calls this one of the fastest growing sectors of the travel and tourism industry:
|
timeshares
|
|
Resort food and beverage operations must provide varied, quality menus every 14 to 21 days. This menu style is called:
|
cyclical
|
|
hotels with exotic locations and offering many sporting activities are known as
|
resort hotels
|
|
a management contract allows the company to manage a hotel and receive a fee of:
|
2.0%-4.0%
|
|
which of the following is a disadvantage to franchising?
|
under performing franchisor
|
|
The combined five-diamond and five-star award was awarded to how many hotel properties in 2000?
|
twelve
|
|
which one of the following is a characteristic of convention hotels?
|
facilities for large meetings and food service
|
|
__________ allows a company to expand rapidly with very little investment.
|
franchising
|
|
________ is everybody's job in the hospitality industry.
|
security
|
|
_________ do not pay income taxes and must distribute 95% of earnings to the shareholders.
|
REITs
|
|
The U.S. lodging industry consists of more than ________ hotels and motels.
|
41000
|
|
_____________ are usually larger hotels that provide meeting and convention space for its guests.
|
convention hotels
|
|
Several large hotel chains base their operations in Japan because of very favorable tax advantages.
|
FALSE
|
|
Vacation ownership is essentially the same thing as a timeshare.
|
TRUE
|
|
A REIT allows a company to eliminate corporate income taxes.
|
TRUE
|
|
Under a management contract, a hotel management company will often be required to make an investment in the managed hotel.
|
FALSE
|
|
Franchising began in 1907 with the first Howard Johnson in New York City.
|
FALSE
|
|
Vacation Ownership
|
Timeshare
|
|
Franchising
|
Other people's money
|
|
Management Contract
|
No finance or equity position
|
|
REIT
|
95% to shareholders
|
|
Airport Hotel
|
Fly in, meet, fly out
|
|
Vertical Integration
|
Multiple segment ownership
|
|
Bed and Breakfast
|
Home away from home
|
|
Marketing Consortium
|
shared CRS
|
|
Capacity Control
|
Selling inventory
|
|
American Automobile Association
|
5-diamond award
|
|
The country that receives the greatest amount of tourist revenue is:
|
USA
|
|
In order to remain competitive and cost effective, the airline industry adopted:
|
the hub and spoke system
|
|
Which of the following is NOT a reason that cruise lines operate under a foreign flag:
|
cruise ships prefer not to operate under OSHA standards
|
|
Tourism produces a "chain reaction" in that money spent in the local economy is recycled 1.5 to 2 times. This effect is called:
|
Multiplier effect
|
|
Someone that arranges transportation, prepares itineraries, and books hotels for individuals is called a:
|
travel agent
|
|
The hub-and spoke systems benefit in the following way(s):
|
all of the above
|
|
people travel for
|
business and pleasure
|
|
Generally, most ecotourism destinations are located in:
|
developing countries
|
|
Tourism safety is mostly concerned about:
|
street crime, theft, and medical emergencies.
|
|
a tourist is someone that:
|
stays for less than one year
|
|
The cruise line segment made up of people with incomes over $80,000 and willing to spend more than $350 per day on a cruise is the:
|
luxury market
|
|
The international organization that represents all national and official tourism interests:
|
WTO
|
|
Packaging tour services such as airfare with hotel and ground travel arrangements is the job of a:
|
Travel and Tour Wholesaler
|
|
Destination Management Companies (DMCs) work most closely with:
|
meeting planners, performance improvement companies
|
|
Which of the following is NOT a term used for "Ecotourism"?
|
Socio-dependent travel
|
|
More than ________ cruise lines offer a variety of vacations.
|
200
|
|
The ________ is an organization responsible for maintaining the stability of airline fares and rates internationally.
|
International Air Transportation Association (IATA)
|
|
The travel and tourism industry supports about _______ jobs worldwide.
|
200 million
|
|
A ___________ occurs when tourism money is spent locally and that money is "recycled" into the economy.
|
multiplier effect
|
|
Business travel accounts for approximately ________ of all travel in the United States.
|
20%
|
|
The largest source of income for the cruise line, other than fares, is from casino gaming.
|
FALSE
|
|
These days, people tend to take shorter, more frequent minivacations rather than take their vacation all at once.
|
TRUE
|
|
In recent years, business travel has increased.
|
TRUE
|
|
A tour wholesaler consolidates services and sells packages direct to the public.
|
FALSE
|
|
Medicare and many private insurance policies do not apply outside the United States.
|
TRUE
|
|
sustainable tourism
|
ecotourism
|
|
hub and spoke system
|
cost effective
|
|
cruise industry
|
radisson diamond
|
|
travel agent
|
counselor
|
|
multiplier effect
|
recycled money
|
|
ASTA
|
travel and trade association
|
|
CVB
|
attract and retain visitors
|
|
wholesaler
|
consolidate services
|
|
sabre
|
CRS
|
|
DMC
|
sells the destination
|
|
Food servers, bartenders, greeters, bus attendants, and managers make up the work-force known as:
|
front-of-house staff
|
|
The segment of food service that provides products and services for airlines, military facilities, schools, colleges, and universities is known as:
|
managed services
|
|
Marriott Corporation's statement "take care of Marriott people and they will take care of the Marriott guest" is an example of:
|
core values
|
|
A waiter makes a decision and saves a guest complaint before leaving the guests' table. This is a case of:
|
empowerment
|
|
Our hotel does not sell all of its rooms one evening and we lose the revenue forever. This is referred to as:
|
perishability
|
|
Staff members that support those that come in direct contact with guests are known as:
|
heart-of-the-house staff
|
|
A short statement of the central purposes, strategies, and values of a company is called:
|
a mission statement
|
|
Which one of the following is NOT one of the "seven deadly sins of service"?
|
rudeness
|
|
The hospitality and tourism industry is:
|
the largest and fastest growing industry in the world
|
|
The Malcolm Baldrige National Quality Award:
|
all of the above
|
|
The difference between TQM and QC is that QC focuses on error detection where TQM focuses on:
|
error prevention
|
|
effective leaders
|
all of the above
|
|
Which of the following is NOT a part of implementing change:
|
Initiate a quality control system.
|
|
The Ritz-Carlton company empowers each of its staff members by:
|
Allowing them to make decisions that could cost the company $2,000 per incident.
|
|
Disney's Mission Statement simply says:
|
we create happiness
|
|
Hospitality employees have the ability to affect the human experience by creating powerful impressions called ____________ — which may even last a lifetime.
|
moments of truth
|
|
American hospitality has shifted over the years from a focus on production to a focus on ___________ .
|
guest-related services
|
|
The __________ benefits from the output of someone's work.
|
external guest or customer
|
|
A(n) ______________ is the overall style or feel of a company.
|
corporate culture
|
|
The hospitality industry must focus and create ___________ in order to maintain repeat business.
|
guest loyalty
|
|
Front-of-the-house staff are those that directly serve the guest.
|
TRUE
|
|
Hospitality "perishability" refers to the shelf life of food products.
|
FALSE
|
|
A Mission Statement should answer the question, "What business are we in?"
|
TRUE
|
|
A customer is anyone who receives or benefits from the output of someone's work.
|
TRUE
|
|
TQM is a system that, when introduced to a business environment, eliminates the need for managers to intervene.
|
FALSE
|
|
guest satisfaction
|
intangible
|
|
managed services
|
dual challenge
|
|
shiftwork
|
graveyard
|
|
corporate culture
|
company style or feel
|
|
heart-of-the-house
|
support staff
|
|
internal customer
|
focus on the guest
|
|
guest loyalty
|
repeat customers
|
|
service opportunity
|
moment of truth
|
|
TQM
|
error prevention
|
Study Guide: Exam 1