Some potential safety/liability concerns for a hotel are

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

Dietary schizophrenia refers to a person who

nutrition at home but not food when eating out

Sanitary landfills are

lined with clay or a synthetic liner

The basic work of managers in the hospitality industry calls for

welcoming guest,operations & controlling costs.

On a hotel income statement, capital costs include

property taxes, depreciation, insurance and other municipal charges

Economy of scale means

that as a chain grows, the per unit cost decreases

The marketing mix consists of

product, price, place and promotion

Seeking work abroad in the hospitality industry

is enhanced by having job experience

actions & reactions customers perceive they have purchased

In a QSR chain operation

operations are simple, but the system is complex

converts food waste to a useful product

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

simplicity of message, enormous spending, and the additive effect

cost of product consumed by the guest

Business format franchising gives the franchisee the right to use the

product, service, trademark, and business format

Hotel segmenting means that hotels are

responding to specific traveler needs

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

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

A profit-and-loss statement is also called

a statement of income and expense

The concept of retained earnings as applied to work experience means

seeking learning as well as income

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

an executive conference center.

Yield management as used by hotels

maximizes the room rate when occupancy is high

Leverage is a financial term and means

small capital can draw larger amounts of borrowed funds

When we define the hospitality industry, we mean

provides food/shelter away from home

Important areas for observation in a field experience are

formal & informal organization, physical plant, & management style

costs that vary with the value of fixed assets

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

In on-site food service, success is measured by

the participation rate of the guests

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Intro to Hospitality Final Review

100 termsStudBud Administration420 plays

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Questions 100

Answers

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

Intro to Hospitality Final Review Flashcards | StudBud