The greatest strategy changes by multi-unit companies regarding “place” has been

to “capture” customers wherever they might be

Important areas for observation in a field experience are

formal & informal organization, physical plant, & management style

A limited service hotel

typically offers guest rooms only

The basic work of managers in the hospitality industry calls for

welcoming guest,operations & controlling costs.

For excellence in service, a service strategy is developed by an organization

using market segmentation as its basis

Yield management as used by hotels

maximizes the room rate when occupancy is high

The point of the “one industry” concept for students is that

your next opportunity may come from anywhere

_____ is a property with well-designed learning environments & small meeting rooms with full audiovisual.

an executive conference center.

Leverage is a financial term and means

small capital can draw larger amounts of borrowed funds

In a QSR chain operation

operations are simple, but the system is complex

The following statement about the economic significance of tourism is correct:

The travel “multiplier” make tourism a retail leader

Hotel segmenting means that hotels are

responding to specific traveler needs

way of increasing market presence

cost-effective with the high cost of dumping in landfills

Empowerment is a term that

gives employees the power to solve guest issues

The informal organization refers to

the pattern of groups or cliques

At the present time, nutritional labeling covered by the Nutrition Labeling and Education Act

is required only for menu listings with nutrient or health claims

costs that vary with the value of fixed assets

For managers, computerized POS technology

could link directly to their suppliers’ computers

Seeking work abroad in the hospitality industry

is enhanced by having job experience

Controlling costs and quality in the back of the house

are parallel activities with food production

When we define the hospitality industry, we mean

provides food/shelter away from home

Economy of scale means

that as a chain grows, the per unit cost decreases

A knowledge worker is one who

applies ideas,& knowledge to their work

converts food waste to a useful product

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Intro to Hospitality Final Review

100 termsStudBud Administration420 plays

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Questions 100

Answers

1
The greatest strategy changes by multi-unit companies regarding “place” has been
to concentrate on a narrower distribution
attention to site selection on the outskirts of metro areas
the expansion of real-estate offices to regions
to “capture” customers wherever they might be
2
Important areas for observation in a field experience are
uses of centralized systems, management by objectives, & location analysis
management training, opportunities for advancement, & customer type
patterns in problem areas, integrity, & organization
formal & informal organization, physical plant, & management style
3
A limited service hotel
typically offers guest rooms only
features unique décor and furnishings
usually provides concierge service
offers a wide range of facilities and amenities
4
The major contribution food service can make to our environment is
elimination of aerosols from all purchase orders
reducing products which rely on animal testing
managing the waste stream
serving only line-caught fish
5
The basic work of managers in the hospitality industry calls for
being able to perform each job
leadership, good attitude, and commitment to work
offering liberality and good will
welcoming guest,operations & controlling costs.
6
For excellence in service, a service strategy is developed by an organization
standardizing sameness in styles of service.
excluding price, atmosphere, and location
using market segmentation as its basis
which focuses on occasions.
7
Yield management as used by hotels
maximizes the room rate when occupancy is high
is produced by analyzing the posted room rate
has increased room rates during times of low occupancy
determines the room rate by evaluating competitor’s rates
8
The point of the “one industry” concept for students is that
the size of the industry
hospitality part of tourism
mastery of all elements
your next opportunity may come from anywhere
9
Which type of travelers have the least seasonal travel pattern?
families
seniors
females
business travelers
10
The highest percentage (52%) of travelers are
association travelers
conference attendants
leisure travelers
transient business people
11
_____ is a property with well-designed learning environments & small meeting rooms with full audiovisual.
an executive conference center.
an executive communication center
an executive communication center
a full-service hotel
12
The most common means of tourist travel is by
ferry
plane
train
car
13
A guest not staying overnight charges to their hotel charge account is posted in the
house ledger
restaurant ledger
city ledger
general ledger
14
Group bookings are forgiven when the event is unexpectedly interrupted by acts of God due to:
forgive dejour
none of the above
quid pro quo
force majeure
15
The best way to think of consumerism is as
is it does not matter
a trend
a social movement
a marketing trap
16
Leverage is a financial term and means
that profits can be exaggerated by stock transactions
small capital can draw larger amounts of borrowed funds
it is an integral part of the uniform system of accounts
that capital costs can be depreciated over time
17
On average, how many units on does the majority of hotel properties offer?
50 to 100
Fewer than 50
100 to 300
Over 250
18
In a QSR chain operation
menus invariably become complex
skilled labor is necessary at the operating level
operations are simple, but the system is complex
prices may be higher due marketing costs
19
Just as the economy has good & bad times, so does the hotel business.
True
false
20
Psychographics refers to people’s
opinions
All the above
activity patterns
interests
21
The general types of service transactions in the lodging industry are
indirect personal
all of the above
electronic-mechanical
face-to-face transactions
22
A pure management contract is almost unknown today.
false
True
23
In hospitality, there is pressure to operate at maximum capacity because
breakeven points are higher
unsold inventory has no value
face-to-face contacts are important
very high fixed costs leave little room for error.
24
The following statement about the economic significance of tourism is correct:
tourism has consistently ranked fifth or sixth among all retail
1:100 civilian employees is employed by travel expenditures.
The travel “multiplier” make tourism a retail leader
Tourism provides the same # of jobs as other service industries
25
Hotel segmenting means that hotels are
provide similar hotels based on travel patterns
are changing flags
a key destination for travels
responding to specific traveler needs
26
The most common reason people give for traveling is
business and convention travel
travel to sightsee and for entertainment
to visit friends and relatives
outdoor recreational travel
27
The fundamental need for business travelers is
full-length mirrors and coffee makers in the room
free airport shuttle
cuisine
the access to info
28
A POD is a
way of increasing market presence
marketing term for advertising
management term for a computers
specialized type of purchasing
29
For my final I will need
(1) scantron
all of the above
(1) non cell phone calculator
(2) pencils
30
Recycling is
worth it for glass and paper, not for aluminum
is impractical except for composting
cost-effective with the high cost of dumping in landfills
worth it because of the value of recycled materials
31
Empowerment is a term that
gives employees the power to solve guest issues
relates to the product view of service
fits only a narrow part of the industry
increases manager's power
32
The informal organization refers to
how formal relationships are arranged
the pattern of groups or cliques
management style that emphasizes using first names
a term used describe the organization chart
33
Geography is important to the hotel population.
false
True
34
Controllable expenses are
costs that cannot be controlled by employees
variable costs
interest, rent, and taxes
programmed fixed costs
35
The term “product” in the restaurant setting includes
the quality of the food
the total guest experiences
the service of the food
the ambience
36
At the present time, nutritional labeling covered by the Nutrition Labeling and Education Act
does not apply to restaurants
is required only for menu listings with nutrient or health claims
is required only in QSRs
is required only in franchising restaurants
37
Over the last 20 years since 1988, the number of overseas visitors to the U.S. has increased
100%
20%
50%
80%
38
Capital costs are
unchanging, fixed costs
costs that vary with the value of fixed assets
stockholder or owner’s expenses
a fee based on net capitalization imposed by local governments
39
For managers, computerized POS technology
creates more work
does not identify cost problems
could link directly to their suppliers’ computers
allows workers to do the manager’s job
40
Seeking work abroad in the hospitality industry
is easy because most tourists speak English
is enhanced by having job experience
is easy because U.S. companies operate abroad
attracts many because of higher wages than at home
41
Controlling costs and quality in the back of the house
are the responsibility of cooks over manager
are under different groups of managers
are parallel activities with food production
cannot be combined
42
When we define the hospitality industry, we mean
a “hospice” for travelers
all types of hotels and restaurants
provides food/shelter away from home
entertains guests with liberality and good will
43
_______ is considered a capital cost.
depreciation
music and entertainment
supplies
utilities cost
44
Treating employees as internal customers requires ____?
a positive work place
flexible benefit plans
a quality service concept
extensive employee recognition programs
45
Economy of scale means
advertising is more advantageous to independents
that as a chain grows, the per unit cost decreases
the opposite of the “additive effect.”
that reductions in total cost are made
46
The most notable example of a restaurant serving the eating market is
theme restaurants
cafeterias
fast food restaurants
ethnic restaurants
47
A major reason for international travel is the
inefficiency of communication
low cost lodging facilities in other countries
global economic expansion
high cost of videoconferencing
48
A knowledge worker is one who
applies ideas,& knowledge to their work
has technical training and management expertise
has a post-secondary degree
has extensive computer skills
49
The age group that travels most is
35 to 44 years of age
25 to 34 years of age
55 to 65 years of age
45 to 54 years of age
50
In a typical rooms department, the departmental income should be about
65 to 70%
60 to 65%
70% or more
55 to 60%.
51
Composting
is not very well advanced
used only in extreme circumstances
converts food waste to a useful product
not shown to reduce garbage removal & landfill costs
52
A guest remaining at least one day past originally scheduled departure date is an
late checkout
overstay
understay
late departure
53
"Making a profit" means that
there is enough to pay debts & provide a return
an operation can lose money
the operation always makes an excess
losses are covered by subsidies
54
Dietary schizophrenia refers to a person who
demands that restaurants list nutritional information
is always on a diet
dislikes diets
nutrition at home but not food when eating out
55
Advantages in the mass media for chain specialty restaurants arise principally from
simplicity of message, enormous spending, and the additive effect
the fact that chains are represented in more markets
local public relations efforts that backup national advertising
consumers identify with jingles and personalities
56
A recent vacation trend among young adults has been
weekend mini-vacations
weeklong vacations
staycations
10-14 day vacations
57
A profit-and-loss statement is also called
an accounting statements
a statement of sales, controllable expense, & capital costs
a profit statements
a statement of income and expense
58
In most cases, the major source of profit in a hotels is from
partnerships
F&B
rooms
meetings and banquets
59
Large hotel with 500+ guest rooms, extensive meeting & function space, & a large ballrooms is
commercial hotel
full-service hotel
convention hotel
none of the above
60
Cost of sales is
sales and marketing expenses
fixed costs
bar (or beverage cost) less food cost
cost of product consumed by the guest
61
Spas are widely available, but not profitable; hotels offer them merely as an amenity.
false
True
62
Internet web sites for restaurants
are commonly a transaction vehicle
will probably be of limited use
can provide couponing, promotion, and display menus
in the future will be strictly an advertising medium
63
The ____ improves operational efficiency by eliminating repetitive tasks and improves service.
PMS
yield management
POS
key clerk system
64
Service is
always performed for money as defined
performed by people
actions & reactions customers perceive they have purchased
often produced in one place and then consumed later
65
Computerization in food service operations in the near future will
aid management with cost control reports
be too expensive for all but large restaurants
not be applicable in many food service operations
replace workers
66
Vacation ownership
is the slowest-growing segment in the travel industry
Is a type of shared ownership
none of the above
restricts the buyer to one property only
67
I will actually use the Quiz to study this time!! (No wrong answers...be honest!)
Not gonna use it:(
On time
Cram in class before the test
Ahead of time
68
Some potential safety/liability concerns for a hotel are
safety of guests & their property, fire prevention & natural disaster plans
insecure hallways and public space
inadequate electronic locks and room safes
access to the hotels from the outside and stolen keys
69
Business format franchising gives the franchisee the right to use the
marketing strategy and operating manuals only
product, service, trademark, and business format
trademark and business format only
product and trademark only
70
Quick service restaurants are dominated by chains because of
simple management
economies of scale & standardization
frequent manager transfers
small crews
71
Quality standards require the franchisees to hire the franchisor to manage the franchise.
false
True
72
REITS are
Real Estate Investment Trusts
Real Estate Issues Taskforce
Real Estate Insured Treasuries
The “RE[ed] International Treaty
73
To be promoted rapidly, usually your best avenue is through
HR
accounting
marketing and sales
operations
74
The attribute that is particularly critical in developing a service culture is:
commitment of top management
above-average salary levels.
establishing procedures for technical competence.
thorough employee training in customer complaints
75
Some factors causing changes in the hospitality industry are
competition, service, technology, security, & diversity
security, polarization, stagnant management, & computers
trade barriers, sanitation, security, & internal competition
tourism, empowerment, sanitation, service, & prices
76
The performance standard for service organizations should be
nothing if within acceptable ranges
zero defects
a acceptable percentage of defects
zero defects as defined by the organization
77
The HACCP sanitation program
requires empowerment of food production workers
is a trouble-shooting program when there is an outbreak
reflects a systems approach to food safety
is a training program using traditional food safety practices
78
In a typical F&B department, the departmental income should be about
25 to 30%
35 to 40%.
15 to 20 %
20 to 25%
79
Which criterion is needed for a hotel name to carry brand equity
Instant identification
Consistent quality
all of the above
Broad distribution
80
The “job benefit mix” means
mix of financial and psychological benefits
the compensation package (pension, health care, etc.)
benefit to be gained by working in a range of different jobs
the money and knowledge gained from any job
81
In terms of career advancement, the hospitality industry calls for
a generalist
a skill-centered education
computer skills
specialized work
82
Historically, which is the most influential factor driving innovation in the hotel industry:
amenity creep
innovation
economic downturns
general focus on travel
83
Profit in the organization
can be negative, positive, or zero
is not as important as good service
includes all revenue
is a sign of personal greed
84
A recent important development in reservation systems has been
to combine TAs & airlines
expandeds info access so that TAs are unnecessary
links air, lodging, & auto reservation systems
to simplify selling points
85
In on-site food service, success is measured by
sales volume
advertising budgets
the participation rate of the guests
menu diversity
86
Since hotels have large fixed costs they break-even at very low rates of occupancy.
True
false
87
Who is responsible for what and who reports to who is an aspect of
a leadership organization
a formal organization
a social organization
an empowerment organization
88
The concept of retained earnings as applied to work experience means
joining a stock-purchase plan
saving earnings for the interest it will earn
seeking learning as well as income
well-paid job that compensates for education
89
For families today, vacation needs are for
“quality time” vacations
theme park vacations
two- to three-week vacations
inexpensive vacations
90
Which traveling segment is growing the fastest (70% increase in the last ten years)?
association business travelers
transit business travelers
females
children
91
Face-to-face transactions
are best left to the individual employees
are being replaced by mechanization and computers
have the biggest impact…good and bad
should be scripted to keep them consistent
92
On a hotel income statement, capital costs include
telephone, rentals, and other operated departments
rooms, food and beverage
property taxes, depreciation, insurance and other municipal charges
property operation, maintenance, and utility
93
Solid waste has gained attention from restaurant operators principally because of
the soaring cost of landfills
the threat to the environment from methane released from landfills
water contamination
the greenhouse effect
94
Dining is predominantly
family-oriented
value-conscious
social
biological
95
Sanitary landfills are
lined with clay or a synthetic liner
located far from cities
relatively inexpensive to build
successful in turning waste matter into compost quickly
96
Which is not true about an ecotourism resort?
It opens only in summer
Its design blends with the surroundings and protects the ecosystem
It is usually located in areas of natural beauty
It can be found in the Great Barrier Reef of Australia
97
The marketing mix consists of
product, price, place and promotion
branding, couponing, POD and advertising
introduction, growth, maturity and decline
flexibility, differentiation, conceptualization and diversification
98
Advertising for service should
arouse maximum expectations in customers.
focus on the concrete elements in the offering
use humor whenever possible
avoid over-promising
99
The night audit =(today's charges-today's payments) be added to yesterday's closing balance
false
true
100
Profits from a business are treated in two ways
Return on investment and retained earnings
Gross profit and net profit
Return on investment & return on asset
Dividends and tax

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