HM 101 Final Study Guide

_____ % of the U.S. workforce is employed in restaurants

10

The Hospitality and tourism industry account for _____ % total world GDP, and ______ million jobs worldwide

10, 200

There are ___ professional skills highlighted in the text

12

The food and beverage department in a full-service hotel provides ____ to ____ percent of a hotel's profit

15-20

The highest rating that Michelin offers is

3 stars

The Cancun Cantina spent $2,072 in food. They brought in $6,215 in food sales/revenues. They also brought in $2,228 in beverage revenue What is their food cost %

33.33%

_______ % of hotels outside of US are affiliated with a brand

40

The average U.S. household spent ___% of its food dollar

47%

There are _____ STR hotel categories

6

A 500 room hotel sells 300 rooms. What is their occupancy %

60%

Independently owned and operated restaurants account for ___% of all US restaurants

70

The rooms division can contribute to ____ % or more of overall revenue and even more profit.

70

_____ % of US hotels are affiliated with a brand

70

____ is the restaurant in the 24 hour time lapse video.

Alinea

_______ hotels are small, uniquely designed hotels with 100 rooms or less, and are described as contemporary, designed-led hotels, which offer unique levels of personalized service and high-tech facilities

Boutique

An example of QSR would be:

Burger King

_____ envisioned a chain of inexpensive roadside hotels oriented towards families traveling

Kemmons Wilson

These are seven steps to assuring you are providing the guest service that is needed and desired. What is the first step?

Know what your guests truly want

The first step in dealing with guest conflict resolution is _______

Listen to the guest

The number one ranked hotel company in the world by number of rooms is

Marriott

The acronym _____ is used to track how much time customers spend in the restaurant, and how quickly a table is ready for the next customer

RevPASH

Which hotel company has the slogan "we are ladies and gentlemen serving ladies and gentlemen

Ritz Carlton

The _______ were the first to build an extensive network of roads throughout the Mediterranean that required the establishment of lodging venues.

Romans

_________ is the action taken after a service failure

Service Recovery

The ______ encompassed a variety of routes between points between Europe and Asia.

Silk Road

if you were to use a third party company to sell a restaurant reservation separate from the cost of the food, you would use_______

Tock Tickets

In the U.S. the first lodging property that is commonly recognized as a modern hotel was the

Tremont House

T/F All staff members are involved in service ranging from corporate executives to line level employees.

True

T/F Industry Associations provide opportunities for networking, education and training, recognition, and support within a given industry.

True

T/F Regardless of the size, segment, or ownership type, general functions must still be executed

True

T/F Restaurant Tech companies, food suppliers, restaurant equipment companies, and safety and supply companies are examples of support Industries

True

T/F Revenue management is the art and science of predicting customer demand and then setting prices to match consumer demand

True

T/F The digital nomad would be more likely to be associated as a "bleisure" guest

True

An example of a "disruptor" in the lodging industry would be _______

VRBO

An example/s of Peer to Peer (short-term rentals) would be

VRBO, Homeaway, Aribnb

In which of the following type of lodging where timeshare owners pay a yearly maintenance, management, and operation fee?

Vacation Ownership and Rentals

____ would be an example of a Moment of Truth

When checking out of the hotel, The first bite of your entrée, The second you open the door to your room and see it for the first time, The first encounter at the host stand in a restaurant, or the front desk in a hotel

Fred Harvey was an early pioneer in the quick service segment of food service as is responsible for starting the ______ brand.

White Castle

The historical order in which revenue management was employed within the hospitality industry is:

airlines, rental cars, hotels, restaurants

According to the text, the vast majority of hotels are based on concepts introduced and perfected in:

The U.S.

The ______ would be person/s in a hotel that would have keys of gold "lay clay door" on the jacket lapel

concierge

Another name for the dining room manager is ________

maitre d'hotel

The hospitality industry has ____ hospitality related associations

many

in the ______ form the parent company may also have additional revenue by managing for the franchisee

mixed franchise

The rooms division typically has ___ profitability compared to F&B

more

Technology is becoming

more mobile

Independent Hospitality businesses are businesses that ________

not part of a franchise or chain such as Taco Bell, or Marriott, not part of a larger organization, Have no brand affiliation

Revenue management works best with businesses such as:

restaurants, hotels, airlines, rental car companies

____________is arguably the most important of all ratios used in the hotel industry. Because the measure incorporates both room rates and occupancy, it provides a convenient snapshot of a how well a company is filling its rooms, as well as how much it is able to charge.

revpar

The ____ division is often times referred to as the heart of the hotel

rooms

The ___ department are responsible for "creating" customers

sales and marketing

The franchisor ____ the franchise to the franchisee

sells

The complexity of the ________ and ______ will dictate how daily operations are accomplished

service, food

In the ____ form, the parent company fully operates all the units in its chain and keeps all the profits

simple

When looking at the structure and business models the most "basic" one is the ________ form

simple

Technology has made the world seem ______

smaller

The person who specializes in all aspects of wine service as well as wine and food pairing is called the _______

sommelier

The last letter in SMERFS stands for

sports

The Michelin guide uses ______ to rate their chosen restaurants and their level of service excellence.

stars

One advantage that an independent lodging property might have over a chain would be

the ability to provide a unique experience for guests

Hard Rock Cafe, Rainforest Cafe, and T-Rex are examples of ____ restaurants

theme

Hillstone, J Alexander's and Pappadeux are examples of ____ restaurants

upscale casual

One property consisting of two different hotel brands is referred to as a _______ hotel

dual-Branded

Another word for pricing that changes based on demand is referred to as:

dynamic pricing

The director of _____ oversees heating, cooling, water, lighting, telecommunications, energy management, electric, other

engineering

This type of restaurant typically offers breakfast all day

family

The French Laundry would be an example of ____ restaurant

fine dining

The person or business accepting the franchise agreement would be referred to as the _______

franchisee

The center of activity in the rooms division is the __________

front office

A pub, bar, or tavern that offers meals of high quality is referred to as a _______

gastro pub

Subway is unique compared to other chains in that it __________

has 0 company owned restaurants

Host Hotels and RLJ Lodging Trust are examples of ______

hotel owners

The Maroon 5 hotel is a 927 room property. Last night they sold 678 rooms at $249 per night. The Restaurants generated $6,379 in sales. What is the RevPar?

$182.12

U.S. restaurant sales are nearly ___

$8 billion

T/F According to Danny Meyer: Service is how you make someone feel, while Hospitality is what you do to someone

False

T/F Commercial restaurants are restaurants where their primary purpose is not the restaurant itself

False

T/F Full-service hotels offer a limited amount of services compared to select service hotels

False

T/F Millennials are expected to represent 30% of all travelers by 2025

False

T/F Millennials are not willing to splurge more for experience based purchases

False

______ are designed to identify hotels and restaurants based upon predetermined standards and guidelines

Rating systems

Chick-fil-A and Shack shack are considered

QSR+

The two most prominent hotel ratings in the US are ______ and _____

AAA and Forbes

________ adopted the slogan, the Fun Ships, to describe their cruising experience.

Carnival

According to Joseph Pine. The progression of economic value is:

Commodities, Goods, Services, Experiences

InterContinental's EVEN hotel brand and Marriott's _____ brand are both designed with explicit wellness focus

Element

The ____ are referred to as the new power segment

Millennials

MLS stands for _____

Minimum length of stay

The _____ is typically at the top of an organizational chart for an independently owned restaurant

Owner

The restaurant credited as inventing the quick casual restaurant is _____

Panera

What is the symbol of the hospitality industry

Pineapple

The industry standard acronym used to identify fast-food restaurants is _____

QSR

To be effective in revenue management the revenue manager must use both _____ and science

art

The AHLA, and the NRA would be examples of ______

associations

Independent Hotels are able to keep their name and jointly use a brand name in a trend of ____

brand conversion

When a mega-corporation owns multiple chain operations under the same parent umbrella structure prefers to call them "brands" instead of "chains is referred to as ___ form

brand management

Escoffier designed the _________ to better organize the restaurant

brigade system

Revenue management works best in industries that:

can segment their customers, have products sold in advance, have fluctuating demand

A ______ would have a centralized headquarters

chain

The most common method of reserving a hotel now is ______

online

American/plated service is:

prepared and plated in kitchen