View
- Term
- Definition
- Both Sides
Study
- All (173)
Shortcut Show
Next
Prev
Flip
Study Guide: Exam 1
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 |