Advantages in the mass media for chain specialty restaurants arise principally from

simplicity of message, enormous spending, and the additive effect

A recent important development in reservation systems has been

links air, lodging, & auto reservation systems

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

your next opportunity may come from anywhere

The “job benefit mix” means

the money and knowledge gained from any job

A knowledge worker is one who

applies ideas,& knowledge to their work

In on-site food service, success is measured by

the participation rate of the guests

The marketing mix consists of

product, price, place and promotion

I will actually use the Quiz to study this time!! (No wrong answers...be honest!)

Cram in class before the test, Ahead of time, On time, Not gonna use it:(

The performance standard for service organizations should be

zero defects as defined by the organization

A profit-and-loss statement is also called

a statement of income and expense

actions & reactions customers perceive they have purchased

Face-to-face transactions

have the biggest impact…good and bad

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

Economy of scale means

that as a chain grows, the per unit cost decreases

Controlling costs and quality in the back of the house

are parallel activities with food production

Leverage is a financial term and means

small capital can draw larger amounts of borrowed funds

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

using market segmentation as its basis

Business format franchising gives the franchisee the right to use the

product, service, trademark, and business format

Some potential safety/liability concerns for a hotel are

safety of guests & their property, fire prevention & natural disaster plans

Some factors causing changes in the hospitality industry are

competition, service, technology, security, & diversity

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

to “capture” customers wherever they might be

cost-effective with the high cost of dumping in landfills

cost of product consumed by the guest

way of increasing market presence

The HACCP sanitation program

reflects a systems approach to food safety

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Intro to Hospitality Final Review

100 termsStudBud Administration420 plays

Imported from external platform

Flashcards100 cardsFPractice quizPHost liveL

Questions 100

Answers

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

Intro to Hospitality Final Review Flashcards | StudBud