HFT 1000: Chapters 1-14 Questions

What 3 options do visitors to American Express Travel Services have when booking travel?

1. Book airline tickets. 2. Search for the most conveniently located office. 3. View vacation offers.

What are the main reasons people travel?

1. To experience new & different surroundings or cultures. 2. To rest & relax. 3. To visit friends & family. 4. To attend special events.

In the United States, ____ people die each day because of drunk driving crashes.

28

Who goes on cruises?

A broad market with no specific age or income barriers.

Define franchising.

A concept that allows a company to expand quickly by allowing qualified people to use systems, marketing, and purchasing power of the franchiser.

What is the major challenge for leisure and recreation foodservice providers?

A major challenge for leisure and recreation food service providers is having to serve large quantities of people in a very short period.

What are the components of an enforceable contract?

An offer, consideration, and acceptance

Bed and Breakfast Inns

Bed and breakfast inns offer overnight lodging in a private home. Breakfast is provided.

Explain the process of becoming a certified festival and event executive.

Begin the program though the International Festivals & Events Association

This important skill allows managers to plan the use of financial resources. What skill is this?

Budgeting. is essential to the success of the event.

What is WCI Communities' focus?

Building lifestyles

What type of clientele are city clubs oriented toward?

Business professionals

Today, someone interested in becoming a dealer at a casino would learn the position ______.

By Completing a dealing class offered by a college or private school provides the training a dealer needs to meet the increased demand for trained dealers.

How does the UNWTO stimulate growth in international tourism?

By focusing all of its economic development efforts on tourism. By promoting technology transfers, developing public-private sector partnerships, stimulating economic growth and job creation, and providing incentives for protecting the environment.

How are sustainable properties reducing waste?

By increasing building insulation, installing aerators on faucets, and providing recycling.

How are sustainable properties reducing energy needs?

By installing LED exit signs, installing motion sensors, using natural daylight when possible, and improving building insulation.

The Casino Control Act created the _____________, whose purpose was to ensure the success and integrity of the Atlantic City casino industry and improve the financial status of New Jersey.

Casino Control Commission

Light Beverage Wines

Chablis, Chardonnay

This type of cruise is offered in Northern Europe, Mexico, and the United States and generally doesn't offer as many amenities as a regional cruise ship. Ships sail closer to land, and the travelers have more opportunities to visit local ports.

Coastal cruises

What is the most popular nonalcoholic drink?

Coffee

This specific back-to-basics technique redefines the mother sauces by replacing egg-based sauces and béchamel with these ingredients.

Coulis, salsas, or chutneys

They make meeting planning easier by doing everything from airport greetings and transportation to the hotel and organize events.

DMC (Destination Management Companies)

Planning

Deciding on specific rides and attractions, staffing

________ come up with new ride concepts, develop technical plans for rides, and paint and decorate the finished product.

Designers

Cubans are excited to have an influx of American visitors to the island. In fact, one group caters to the desires of tourists to travel in classic American cars from the 1940s & 1950s. These drivers help boost the local economy because they can ___________.

Earn more in one day than a doctor can earn in a month

What are some advantages of being a college foodservice manager as compared to a restaurant manager?

Easier budgeting process due to meals being prepaid, predictable guest count, and easier staffing and planning

List the benefits of holding events in city centers.

Easy access by air or ground, lots of activities and attractions for attendees, and access to hotels and a convention center

A hotel with a price range of $69-$135 per night that offers limited service and is located near a city center, airport, or suburban area is an example of a(n) ___________ hotel.

Economy

Economy/budget Hotels

Economy/budget hotels offer clean, reasonably sized, and furnished rooms without the frills.

What is the difference between fortified and aromatic wines?

Fortified wines have had brandy added to them, while aromatic wines have been fortified and flavored with roots, herbs, barks, and flowers.

What is the highest position in lodging management?

General Manager

How is alcohol gauged in the United States?

In the United States, alcohol is gauged by its proof content.

A hotel that wishes to implement more sustainable practices would NOT implement this practice.

Installing high-wattage lighting for signs and décor

Participating in as many ____________ as possible while in college is an excellent way to gain knowledge and experience of the special events industry.

Internships

If the manager notices a significant change in beverage cost percentages he or she should _____.

Investigate

Religious Organization

Islamic Society of North America. National Conference of Synagogue Youth.

What is the hub-and-spoke system?

It allows passengers to travel from one smaller city to another via a hub, making it easier for airlines to serve more cities and maximize passenger loads.

Why was allowing women to become members at the Augusta National Club a big deal?

It altered an 80-year tradition of men only at this private club, and this change allowed women access to executives, traditions, and deals that had previously been denied to them.

What is revenue management? How is revenue management applied in the hotel industry?

It is a demand forecasting technique that is used in the hotel industry to increase profitability.

This hotel, located in a wild animal park in Kenya, is known for this unique feature.

It is built in the tops of trees.

Apart from creating an ambiance in hotels, what purpose does the display of local arts and crafts achieve?

It provides new markets for artisans while also reviving a fading craft or tradition.

Tourism continues to grow around the world. Accost our statistics from 2015, which group of travelers generated the most tax revenue based on spending?

Leisure travelers

Aromatic Wines

Lillet, Vermouth

Hotels, motels, and resorts are locations where you might work in which industry segment of hospitality and tourism?

Lodging

Describe the four shifts in the hospitality industry.

Morning shift, mid-shift, evening shift, and graveyard shift

This celebrity restaurant called Nic & Norman's is located in Senoia, Georgia, and is owned by ________________.

Norman Reedus

Name three casual dining restaurants.

Olive Garden, Cracker Barrel, and Bob Evans

Human Resource Management

Plan training programs for employees, Interview applicants for employment

__________ sheets are created for each station and are set up for each day based on anticipated sales.

Production control Controlling the production process is critical to the success of a restaurant, and production control sheets placed at each station provide information on levels needed for that day.

What does PMS stand for? What function does this system perform?

Property Management System - it is designed to accept, store, and retrieve guest reservations, guest history, and billing arrangements.

What are real estate investment trust and why might they appeal to investors?

Real estate investment trust are companies that own or finance income-producing real estate, and they appeal to investors because they are publicly traded, making them easy into or out of.

Describe recent trends in corporate travel.

Recent trends in corporate travel include an increase in online bookings and agent-less booking.

Name three possible careers in the hospitality and tourism industry?

Restaurant manager Tour bus guide Activity director on a cruise ship

Why do restaurant operators set up purchasing systems?

Restaurants set up purchasing systems so they can become more efficient, minimize products going out of stock, maximize loss prevention, and consistently offer a quality product and service.

In order to minimize the number of employees who do not follow proper corporate travel policies, some companies use this product from Microsoft and American Express.

Rome (which is the code name)

On this trip, you will learn navigation as you travel destinations determined by the wind and tides. What type of cruise does this illustrate?

Sail Cruise

Communicating

Sending an email to another department head, updating employees in pre-shift huddles

This training program from the National Restaurant Association is designed to teach participants about alcohol and its effects on people, the common signs of intoxication, and how to help customers avoid drinking too much.

ServSafe

Compare and contrast smart drinks and power drinks.

Smart drinks are supposed to boost energy and improve concentration and include juices, herbs, amino acids, caffeine, and sugar, while power drinks are supposed to boost energy and contain legal stimulants including caffeine, vitamins, taurine, ginseng, or other herbs.

What are the two types of membership offered by country clubs?

Social memberships and full memberships

Name three venues for leisure and recreation foodservice operations.

Stadiums, zoos, and state parks

Which of the following is not one of the five functional areas of a job in casino operations?

Stage and theater production

What jobs are available in entertainment operations?

Stage and theater production, lighting, box office management, and talent management

Who operates Norwegian Cruise Lines?

Star Cruises

When a server greets their customers and offers them beverages or specials, this is known as _____.

Suggestive selling

What does retail operations involve?

Supporting the overall theme of the property and performing tasks like store design, product selection, merchandising, sales control, and vendor relationships

Casino Operations

Table-game dealer, slot machine technician

A hotel has 525 rooms and a rack rate of $225. The average number of room sold is 400 per night at an average rate of $200. What is the yield for this property?

Take room occupancy 400/525 = .761 76% then achievement rate factor 200/225 = .888 89% then multiply .761 x .888 = .6757 so the property yield is 67.6%

What challenges do event planners face?

Technology, finances, time, and Human Resources

The largest membership club in the United States has over 6,000 members, 54 holes of golf, and a range of other facilities.

The Army Navy Country Club

Who are the key staff on board ship?

The captain, the hotel manager, the food and beverage manager, the chief purser, the staff captain, and the cruise director.

What divisions support the main departments?

The divisions that support the main departments are reservations, parking, guest services, rides, special events, maintenance, uniforms, security, and several others.

List the five rules of cost control and explain why they are important.

The five rules of cost control are important for the kitchen to be successful and serve quality food on time. The five rules of cost control are: order it well, receive it well, store it well, make it to the recipe, and don't let it die in the window.

What aspects comprise the gaming entertainment industry?

The gaming entertainment industry is comprised of hotel operations, entertainment, retail shopping, recreational activities, gaming, dining, and other offerings.

Describe the impact of the legalization of gambling on Nevada's economy.

The legalization of gambling transformed Las Vegas from a desert town into a booming city and one of the top vacation spots in the United States.

Describe the mass market.

The mass market segment is characterized by cruise ships serviced by popular cruise lines such as Disney and Princess with lots of activities and abundant food, although not fine dining.

Whose needs must be met in managed services?

The needs of the guest and the client

Room Occupancy Percentage (ROP)

The number of rooms occupied divided by rooms available; a key operating ratio for hotels.

This role within the club heads up all official meetings and is a leader in club policy making.

The president

What are the reasons for purchasing time-shares?

The reasons for purchasing time-shares include the opportunity to purchase fully furnished vacation accommodations, ability to determine the length of ownership, and a wide range of amenities.

What are the six steps in the wine making process?

The six steps in the wine making process are crushing, fermenting, racking, maturing, filtering, and bottling.

Define the term SMERF and explain the unique needs of SMERF groups.

The term SMERF is an acronym that includes social, military, educational, religious, and fraternal organizations. SMERF groups are often price conscious due to the fact that most of the attendees are responsible for paying their own expenses. As a result, these groups are also more flexible in their requirements.

This 9-day Cruise is the incentive trip for 40 top salespeople from the ABC company and their friends and family. A private yacht tours the Dalmatian coast from Zagreb to Dubrovnik. What type of cruise does this illustrate?

Theme Cruise

What do designers and artists at theme parks do?

Theme parks hire designers and artists to create new ride concepts, develop technical plans, create costumes for shows, and many other creative tasks.

According to travel experts George Hobica, hotels overbook rooms because ______________.

They are greedy.

A real estate investment trust is appealing to investors because they are easier to get into or out of than other types of ownership and ____________.

They trade as stocks

The AAA could rate a hotel with very good roadside appeal, a lobby with a spacious front desk, live plants, luggage carts and a bell station, and guest rooms that reflect the current industry standards as _____ diamond(s).

Three

List three trends in health care food service.

Three trends in health care food service are incorporating more high-tech approaches, contracting managed service specialists like Sodexho or Aramark, and adding quick-service options such as McDonald's to the mix.

What is the role of the World Travel and Tourism Council?

To serve as a forum for business leaders in the industry.

They take groups of people on trips that follow a pre-planned agenda, and the trips may last a day or several days.

Tour operators

How would you explain the interdependency of tourism segments?

Tourism segments are interdependent because employees often work at more than one business, especially during the peak season. They rely on the other to provide the full guest experience; for example, travelers need a way to reach their destination, a place to stay when they arrive, places to eat, and things to do.

Cultural tourism can be defined as ________.

Tourist visits motivated by interest in history, art, science, or lifestyle.

List three college and university food service operations.

Traditional cafeteria, quick-service restaurants, and take-out food service

The leading international organization in the field of travel and tourism is the __________.

United Nations World Tourism Organization (UNWTO)

How has the job of a travel agent changed in the last 20 years?

With the elimination of airline commissions paid to travel agents in the 1990s, the role of the travel agent has become more specialized with travel agents often focusing on booking cruises or meeting and event planning.

An event manager wears three different "hats": that of a leader, a coach, and ______________.

a provider of the tools the staff and volunteers need to achieve the goals of the event. Providing the necessary tools for staff and volunteers is one of the key leadership responsibilities of the event planner.

The disadvantages of working in leisure and recreation food service include serving large crowds of people in a short time, impersonal service, seasonal employees and work schedules, and ________________.

a work schedule that includes nights, weekends, and holidays

An enforceable contract has three parts: the offer, the consideration, and the __________________.

acceptance

The most important part of the catering sales manager's job is to

achieve good quality at low cost while maintaining the highest standards of hygiene and customer satisfaction.

What is the target market of Carnival Cruise Lines?

adult between the ages of 25 and 54.

The invention of ____________ caused the end of most transoceanic travel while stimulating the cruise business.

airplanes The development of the airplane and improved air travel caused the end of most transoceanic travel and supported the growth of the cruise industry.

Revenue could be increased by companies providing ________________.

alternatives to gambling such as increased entertainment, shopping, and other leisure activities

A meeting held every year to inform members of previous and future activities is an example of a(n) ________ meeting.

annual

For a contract to be considered legally enforceable, parties who _____________ must make the contract.

are legally able to contract

The internal management structure of the club is governed by ___________.

articles of incorporation and by-laws. The articles of incorporation and by-laws establish election procedures, officer positions, the board of directors, and standing committees for the operation of the club.

Average Daily Rate (ADR)

calculated by dividing the dollar sales by the number of rooms rented.

Sparkling wines sparkle because they contain ____________.

carbon dioxide. Carbon dioxide can be produced naturally or mechanically infused into the wine to provide the bubbles.

One way to hone your customer service skills is to pay your dues as a guest service agent at a hotel or as a _________ in a hotel.

concierge

A(n) _______ is a specially designed environment that can host small to medium-sized meetings while promoting a distraction-free learning environment.

conference center

At ___________ the focus is on food, its presentation, and service.

conference centers

A company that operates food service for a client on a contractual basis is known as a __________.

contractor

Huge operations that include parking, information services, food and beverage facilities, and business centers are examples of ___________.

convention centers

The top revenue management mistakes hotels make include: believing that discounting increases revenue, artificial intelligence is better than human intelligence, and _____.

counting revenue dollars as equal, regardless of the distribution channel they came from

The amount of money required per day for each person to pay for foodservice on a college campus is known as the __________.

daily rate

In order to attract the best talent, hospitality companies must provide opportunities to all regardless of their __________________

demographic, race, religion, or ethnicity.

The trend in ___________ restaurants has been toward more casual dining and reflects the mode of society.

dinner house

The United States Environmental Protection Agency has developed comprehensive guidelines designed for businesses that

encourage the use of materials recovered through recycling with a goal of reducing the amount of disposed waste.

One important part of planning for your career goal is to complete a(n) _________________, which can be used to help measure your current strengths and limitations.

engagement survey

The characteristics of a five-diamond property as described by the AAA are ______.

excellent curb appeal, outstanding service and amenities, and super comfortable bed and upscale furnishings along with room service, multiple restaurants, and flat screen televisions.

A hotel kitchen is managed by the _____________ who is responsible for the efficient operation of the kitchen, complying with company policy, and providing desired financial results.

executive chef

An event that brings together sellers of products and services in a location where they can show these to a group of attendees at a trade show is known as a(n) ___________.

exposition. Exhibitors are an essential part of trade shows because they provide opportunities for attendees to learn more about their products and services and provide additional revenue to the convention center.

Restaurants that fall into the casual dining category include concepts such as ethnic, midscale casual, and ___________.

family

A restaurant that offers at least 15 or more different entrees that are cooked to order, uses mainly raw or fresh ingredients, prepares most of the food on premises, and generally provides a high level of service is an example of a(n) ______________ restaurant.

fine dining

Playing a game of risk for the "thrill" of action is called _____________.

gambling

The act of placing stakes on an unknown outcome with the possibility of securing a gain if the bettor guesses correctly is the definition of _________.

gambling

In order to plan the best possible meeting onboard a cruise, it is important to have a clear understanding of the ______________ in order to negotiate the best possible package.

goals, objectives, and attendee profile. When negotiating a meeting onboard a cruise ship, it is essential to have a clear understanding of the meeting goals, objectives, and attendees.

Today, more meetings occur in unique locations including cruise ships and ___________.

historical sites

The percentage of the total handle that the house retains as a win is the __________.

hold percentage

According to a poll taken of event professionals, the most popular type of event site is a ________.

hotel/resort

In a managed service operation, the overall ___________ may be better than in a commercial restaurant.

hours and benefits

A successful event planner understands how to empower their employees using effective training programs and provide them with the skills to make informed decisions. This represents the challenge of _____________.

human resources management. The successful management of human resources, also known as the employees, is one of the biggest challenges an event planner faces.

If approved, the Trans-Pacific Partnership would govern nearly 50 percent of the United States' _______________.

imports and exports

The purpose of revenue management is to

increase profitability.

There are many benefits to franchising a hotel except for ______________.

increased market share and recognition

Back-to-basics cooking refers to ___________.

infusing modern technology and science into classical cooking methods When discussing back-to-basics cooking today, the focus is to incorporate modern technology while cooking classical items.

The _______________ charged by many country clubs can range from several thousand dollars to $250,000, and may be refundable if a member resigns.

initiation fee

The product and consumption of the hospitality service product along with the diversity of the products and services offered is known as _________________

inseparability.

The gaming entertainment business is different from its predecessor, the casino business, because ____________.

it has numerous revenue generating activities. The gaming entertainment business is very different from the casino business because revenue comes from multiple sources, not just games of chance.

Fairs, festivals, and events are public celebrations held around the world, and it is often difficult to distinguish between them; however, fairs are generally _________ than festivals or other events.

larger

The number one skill required for successful event managers is _________.

leadership ability

Hotel companies are opting for management contracts over ownership because __________.

less capital is tied up with management compared to owning properties

Wines that have no carbonation, such as table wines, are referred to as ___________.

light beverage wines

One of the indicators used to assess performance by the airlines is ___________.

load factor ( which is determined by dividing the number of passengers by the numbers of seats on the plane)

The international development of hotels has continued to grow as international tourism and commerce have increased. Hong Kong is an example of this growth due to the booming Chinese economy along with ________.

low corporate taxation and minimal bureaucratic difficulty

There are two different categories of attractions within the recreation category of the hospitality umbrella. The two types of attractions are

man-made and natural attractions.

The Super Bowl, the World Series, the Majors, and the Olympics are all examples of this unique type of special sporting event known as a __________ event.

mega. "Mega" events are a special category within the sporting event category and can bring in millions of dollars and visitors to a location each time the event is held.

An all-suite extended-stay hotel offers ___________.

more space, which is usually a kitchenette and lounge area

One of the most critical interactions that a meeting planner has with a hotel is to _____________.

negotiate room blocks and room rates

The big challenge of leisure and recreation food service is _________.

offering the product in a very short period

What makes a hotel unusual?

offers guests a once in a lifetime experience such as staying in a building built on the side of a mountain, dining with rare animals, or residing in a hotel rebuilt each year because of ice melting.

A recent trend in military foodservice calls for services such as ________ to be contracted out to a foodservice management company.

officers' clubs

Taking pride and caring about others is a differentiator of the _______________ industry.

service

The exposition show manager or association meeting planner hires a ___________ to coordinate facilities set-ups at expositions.

service contractor. A service contractor is part of a facilities management team and often has an exclusive contract that requires all expositions to work with that contractor.

Making a decision based on whatever is right for the decision maker is referred to as _________________

situational.

Wine is made in ______ steps.

six

Beer is brewed by ________________ fermentation with water, malt, yeast, and hops.

slow

Foodservice operations now use ________________ to inform guests and students about offerings.

social media, such as Facebook and Twitter

Leadership involves change and the National Restaurant Association (NRA) suggest that "all change is likely to be met with ___________".

some resistance

A "caviar and champagne" cruise often has a slogan similar to ________.

"No matter what you want, the company will get it for you." "caviar and champagne" cruise is designed to be the ultimate luxury experience.

A 200-room hotel that adopts an approach to linen and towel reuse can save the hotel more than _________ a year.

$15,000

The luxury market generally consists of people with incomes higher than ________ per year.

$150,000

The typical salary for a frontline manager at a theme park ranges from $20,000 to _______ per year.

$50,000

According to the Cruise Lines International Associates (CLIA), the average cruise passenger is married, has no children in the household, and has an average income of _____________ per year.

$90,000

What is a PBX or CBX?

A department that includes in-house communication, guest communication, and emergency communications. It is available 24/7 and responsible for all types of communication.

What is a destination management company?

A destination management company is a service organization that offers a wide range of services for meeting planners, ranging from providing basic transportation, to planning a full incentive event, to planning a themed extravaganza.

Compare and contrast fairs and festivals.

A festival is a unique event, designed to celebrate something special, while a fair is a large event, extending over a long period of time with a specific focus.

Describe some characteristics of a fine dining restaurant.

A fine dining restaurant offers a good selection of menu items, provides a high level of service, and is generally independently owned.

Why is it important for a meeting planner to understand a hidden agenda?

A meeting planner should know if there is a hidden agenda in order to make the best possible decisions needed to achieve the meeting objectives.

What key skills must a person planning charity balls possess?

A person in charge of planning a charity ball should be a good negotiator, must be able to plan the event on a budget and stay within the budget, and must be able to maintain a pleasant demeanor in all situations.

Explain a restaurant's or bar's liability when serving alcohol.

A restaurant or bar may be liable if alcohol is served to a minor or intoxicated guest.

Benefits of franchising

A set of plans & specicications from which to build. National advertising. Centralized reservation system. Participation in volume doscounts for purchasing firnishing, foxyires, and equiptment. Listing in the franchisor's dorectory. Low-fee percentage charhed by credit card companies.

Give some differences between a daily event and a special event.

A special event is planned, causes excitement or other expectations, and has a specific purpose, while a daily event is usually spontaneous, is not associated with any specific expectations, and may not have a specific reason for happening.

Facilities, like the Flavor Lab at Walt Disney World, create __________.

A special experience for the guests in the form of craft cocktails that produce a visual and taste sensation

At a private club, such as Augusta National, prospective members are subject to _________________________.

A stringent screening process and a lengthy membership application

List 3 examples of catering events.

A wedding, a fashion show, and a charity ball.

How many people die each year in the United States as a result of alcohol-related auto accidents?

About 10,000

The Lost Café aims to be a fine dining restaurant serving sophisticated customers in and around the downtown of a large city. The concept revolves around the idea of the "Lost Generation"—the generation of writers and artists that came of age during WWI. The décor is Art Deco. A host, dressed as a flapper, welcomes guests and either whisks them to their table or discreetly whispers them the password to a speakeasy located in the basement behind a false wall. Captains and servers advise customers about the specials. They suggest individual craft cocktails (named after writers and artists—the Fitzgerald, the Stein, and the Hemingway, for example) to complement the food. To continue the French 1920s theme, the kitchen serves some classic French dishes like liver pate, salmon rillettes, quiche, and chocolate mousse. To save on labor costs, much of the food is procured from a food service company. The bar receives rave reviews on Yelp. However, the restaurant's reviews are not as good. What could the Lost Café's management do to improve the dining experience?

Address the menu, offering food made from scratch on the premises.

Describe the advantages of train, bus, and car travel.

Advantages of travel by train, bus, and car include convenience, less expensive than air travel, and ease of traveling through heavily trafficked areas.

How do airline alliances positively affect the industry as a whole?

By providing easier ticketing and transportation for travelers while providing the airlines access to each other's feeder markets and resources.

This document includes all the information that department employees at the hotel need to set up the conference, including the conference itself, any food and beverage needs, and cost of items.

CEO (Conference Event Order)

This professional organization, with more than 6,000 private clubs, has a goal of advancing the profession of club management.

CMAA. The CMAA (Club Manager's Association of America) is the professional organization advancing the profession of club management.

This certification offered by Meeting Planners, International is based on professional experience and an academic examination, and allows professionals to use this designation on business cards and other printed items.

CMP. The CMP (Certified Meeting Professional) is the first designation offered by Meeting Planners, International for professional experience.

A not-for-profit umbrella organization that represents urban areas and tries to solicit business or pleasure-seeking visitors is the __________.

CVB (Convention and Visitors Bureau). According to the International Association of Conventions and Visitors Bureaus, a CVB is a not-for-profit organization that represents urban areas and solicits new business.

Percentage of potential rooms revenue

Calculated by determining potential rooms' revenue and dividing the actual revenue by the potential revenue.

Controlling

Calculating labor cost, preparing a report on the guest attendance

Examples of Midscale Casual restaurants

California Pizza Kitchen, Olive Garden

This major U.S. wine-producing area is generally divided into three regions: North and central coast, great central valley, and Southern region. What state does this describe?

California. California, a leading producer of wine, has a perfect climate and soil, and is divided into three primary growing regions.

Much like a regular hotel, a cruise ship is staffed with a hotel manager, chief purser, and chief steward. Which of the positions below would NOT be found in a hotel?

Captain

This position is responsible for the safety of everyone onboard the ship and makes all of the executive decisions.

Captain The captain is the highest ranked position on the ship and is responsible for the safety of everyone on board along with making all of the executive decisions.

Guests staying at a resort are a(n) ____________ clientele because of the remoteness of many resorts.

Captured

Which restaurant combines a sophisticated lounge, an extensive wine list, and contemporary Mediterranean cuisine?

Carmel Kitchen & Wine Bar

The most successful of the modern cruise lines is _________, accounting for about 20 percent of sales and targeting adults between the ages of 25 and 54.

Carnival

Name the top three players in the cruise market.

Carnival Cruise Lines, Royal Caribbean Cruise Lines, and Norwegian Cruise Lines.

This cruise line targets adults between the ages of 25 and 54 as their primary cruise market.

Carnival Cruise Lines.

Which of the following is the most famous public event in the world?

Carnival in Rio de Janeiro

The Royal Caribbean Cruise line offers two brands, Royal Caribbean International and _____________.

Celebrity Cruises

Government Organization

Centers for disease control and prevention. Food and drug administration.

Sparkling Wines

Champagne, Prosecco

Name some of the factors contributing to the growth of cruising.

Changes in U.S. immigration policy, increased interest in visiting Europe, and later, increased popularity in air travel.

Which of the following options below is NOT an environmentally friendly change the Starlight could make?

Changing hotel guest towels every day

Alice Waters is an award-winning chef who has served as a role model, is a noted cookbook author, and owns _____________.

Chez Panisse

In the food & beverage division, this employee reports to the director of food and beverage and is responsible for cleaning the back of the house, maintaining an inventory of clean china, glassware, and silver, and sanitizing the kitchen, and freezers.

Chief Steward

This position has extensive hotel experience, and is responsible for supervising all other departments onboard the cruise ship with the exception of the deck staff and engine.

Chief purser

Where and when does the first official account of gaming practice date back to?

China in 2300 B.C.

Examples of Ethnic restaurants

Chipotle, Panda Express

Red wine

Chocolate, beef, lamb, duck

This type of club is predominantly business oriented, although some may have rules discouraging the discussion of business while in the dining room.

City

VRBO is a(n) ___________ with more than one million places to stay around the world.

City Center Hotel

How do clubs and club management differ from hotels and hotel management?

Club guests feel as if they are the owners and frequently behave like owners.

This Dallas-based company is a world leader in providing premier golf, private clubs, and resort experiences.

ClubCorp. ClubCorp is a leader in the club industry providing services to hundreds of businesses around the world.

Which company is the world leader in premier golf, private club, and resort experiences?

Clubcorp

This family restaurant brand has created a high-end family dining experience that is somewhere between a traditional coffee shop and casual dining.

Coco's and Carrow's

Describe coffee roasts.

Coffee roasts describe the different flavor levels of coffee beans ranging from light, often used in canned or institutional roasts; to medium, an all-purpose roast; to dark, which has a fancy rich flavor and includes espresso.

Great service is essential to the success of the hospitality industry, yet many employees don't understand how to provide that service. A front desk associate who checks a guest in and then looks down at their computer during the rest of the interaction could be demonstrating which "deadly sin in service"? Runaround - Coldness - Rule book attitude - condescension - apathy - brush off - robotics

Coldness

What accounts for 36 percent of gaming revenue?

Commercial casinos

___________ takes place via email, telephone, and pre-shift huddles with employees and is critical to the success of the park.

Communicating

Contractors

Companies that operate food service for the client on a contractual basis.

Self-Operators

Companies that operate their own foodservice operations.

This food service company envisions the future of food service to be a holistic experience where customers and clients find it easy to live well and thrive.

Compass

Complimentary goods and services offered to casino patrons to attract their business are called ______________.

Comps

List three important contracts that may be created in the planning of an event.

Contracts with the event site, the catering company, and security

Traveling by bus is not as popular as it once was, but bus travel still plays an important role. What are 2 main reasons that travelers select bus travel?

Convenience and economy (affordable pricing)

These not-for-profit organizations are located in nearly every city in the United States and are responsible for promoting tourism, meetings, and related business for their city.

Convention and Visitors Bureaus. Convention and Visitors Bureaus are located in nearly every city with the mission of promoting tourism within the city.

The most important part of the kitchen layout is the _____.

Cooking line The cooking line is the most important part of the kitchen and should be laid out based on the menu and needs of the operation.

Working with staff and volunteers to meet the goals of the event, assigning job tasks to employees and volunteers, and coaching and mentoring are elements of which skill?

Coordinating and delegating

What is one challenge that the Four Seasons may have experienced after deciding to host the same wine seminar at 15 locations at the same time?

Coordinating each site in order to serve the same wines, at the same time, to a broad audience around the country

What category of special event continues to lead the industry in terms of event business?

Corporate events

Annual meetings, sales meetings, training meetings, and new product launches are all examples of which type of event?

Corporate. Corporate events account for nearly 80 percent of the event market and benefit many segments of the hospitality industry.

Why do corporations contract with managed services companies?

Corporations that are in manufacturing or other service industries contract with managed service to provide meals in their employee cafeterias.

beverage cost percentage formula

Cost of beverage sold divided by total beverage sales

The formula used for calculating food cost percentage is _____.

Cost of food sold divided by food sales (for a specific period) Food costs must be monitored closely by restaurant managers, and knowing the food cost percent will help in managing the profitability of the operation.

Golf course, lounges, restaurants, and banquet rooms are all normally part of which type of club?

Country

Examples of family restaurants

Cracker Barrel, Denny's

Administrative Management

Create and execute local establishment marketing activities, Attend off-site workshops and training sessions

A major challenge that schools participating in the National School Lunch Program face is ____________________.

Creating meals that meet nutritional standards while being prepared for less than $3.00 per person

What does the term crossing mean?

Crossing implies sailing across the northern Atlantic or Pacific Ocean to or from the United States but is not restricted to these specific oceans.

Cruisers find this seven- to twelve-day cruise magical, romantic, and perhaps even reminiscent of an early time in history when passengers took weeks to sail from Europe to North America. Which type of cruise is best described in this way?

Crossings A cruise that sails from across the Atlantic or Pacific Ocean, over the course of many days, is known as a crossings cruise.

Discounts, complimentary meals, entertainment, and fewer outside distractions are all benefits of hosting a meeting at this location.

Cruise ships. A cruise ship provides a unique location to host a meeting because of its unusual location and numerous benefits.

This type of tourism has seen an increase in interest, with 27 million Americans traveling to experience this specific type of activity.

Culinary tourism

History, tradition, and governance are a part of which tier of the core competencies?

Culture

Front-of-the-house restaurant operations begin with making the restaurant look attractive and appealing by creating _______.

Curbside appeal The front-of-the-house experience begins with the guest's first impression when they arrive at the restaurant.

Define curbside appeal.

Curbside appeal is best described as keeping the restaurant looking attractive and welcoming, including the parking lot.

This service organization within the visitor industry offers a host of programs and services to meet clients' needs.

DMC. The Destination Management Company (DMC) offers a host of programs and services to clients that range from simple airport runs to full-blown events.

With the opening of the Disney property in Shanghai, China, it was important to combine the iconic American characters and concepts with ______________.

Details that incorporate the Chinese language and culture with the values of Disney

Decision Making

Determining whether to offer limited alcohol service, Choosing a new managed food services vendor

Organizing

Developing the "fast pass", Creating the departmental structure

What does an executive committee for a hotel of 300-plus rooms look like?

Directors of Human Resources, Food & Beverage, Rooms Division, Marketing & Sales, Engineering, and Accounting.

RevPAR

Divide the room revenue by the number of rooms available. This is used to compare hotels of similar size & price.

The assistant restaurant manager ____________________.

Does some of the duties of the restaurant general manager The assistant manager completes some of the duties of the general manager but not all of them on a regular basis.

Tourism means many different things to different people and can be categorized by several factors. Which factors listed is NOT considered one of the factors of tourism? Ecotourism - Industry - Geography - Ownership

Ecotourism

Describe effective project management.

Effective project management is demonstrated by someone who can complete one or more events on time and within budget while juggling the demands of each event.

Coffee grown in the shade is most likely grown in Mexico, Bolivia, Honduras, Nicaragua, and _____________.

El Salvador

_______ is the darkest of all coffee roasts and has a very rich flavor.

Espresso

Product specifications are created for each product and are used to ____________.

Establish standards for each product used in the kitchen Product specifications are created so that the same product is received with each order.

The most popular destination for incentive meeting trips is _____________.

Europe

In addition to classifying tourism by factors such as geography, ownership, and function, tourism can also be classified by the type of tourist and their relationship to the country visited. Explain what this means to tourism in today's world.

Every part of the industry of tourism and hospitality depends on each other. With tourism today it stimulates economic growth by creating jobs in every aspect in a country. Tourism is the most important source of employment/income. Governments are provided with tax revenues and most importantly it promotes intercultural awareness. This could lead to peace or peaceful relations with nations.

Name the characteristics than an executive housekeeper should possess.

Exceptional leadership, organized, motivated, and committed to maintaining the standards of the hotel.

In this role, you are responsible for booking small room blocks, making meeting room arrangements, meal plans, and audiovisual requests. What role is this?

Executive meeting manager

Why are exhibitors an essential component of the industry?

Exhibitors pay to exhibit their products to event attendees.

Name four back-to-basic cooking methods.

Experimenting with sweet and hot flavors, substituting herbs and spices for salt, returning to one pot cooking, and redefining the mother sauces

Extended stay Hotels

Extended stay hotels provide a reduced rate to guests who stay long-term. Travelers are typically business people and relocating families.

A ______ trip is often conducted by a Sales Manager, who invites meeting, convention, and exposition organizers to conduct a site inspection.

FAM. A FAM trip is a familiarization trip that gathers meeting, convention, and exposition organizers to learn about local sites.

Rotating items in the storeroom based on the date received in order to use the oldest product first is an example of the ________ system.

FIFO FIFO (first in, first out) is a system designed to minimize waste by rotating stock based on the date stamped on each item.

Drawbacks to the Franchise Company

-The need to be very careful in the selection of franchisees -Difficulty maintaining control of standards

The travel and tourism industry s the world's largest employer and employs approximately ________ workers.

1 out of every 11

What are 3 task that a food & beverage director might undertake in a workday?

1. Checking restaurants and banquets 2. Meeting with the executive chef 3. Reviewing specials for the day

What 4 basic considerations have emerged as factors influencing travel?

1. Entertainment 2. Purchase opportunities 3. Climate 4. Cost

Name 3 tourism organizations and describe their purpose.

1. International Air Transportation Association (IATA) - purpose is to regulate international airlines. 2. National Tourism Organization (NTO) - purpose is to advocate for tourism development, marketing, and management. 3. Travel Industry of America (TIA) - purpose is to promote the development of tourism in the United States.

Name the functions performed by the general manager.

1. Keeping guest satisfied and returning 2. Providing owners with a reasonable return on their investments 3. Keeping employees happy (These May increase based on the size of the property but basically they range from employee & guest satisfaction to financial commitments).

What are the reasons for the increase in travel?

1. Longer life span (people are living longer). 2. Early retirement. 3. Flexible working hours. 4. The tendency to take shorter or more frequent trips.

What are the responsibilities of the chief steward?

1. Maintaining dishwashing machines. 2. Maintaining clean china, glass, and silver for all food & beverage outlets. 3. Taking inventory of chemical stock.

Most developed economies have a multiplier effect between ________________.

1.5 and 2.0

According to information provided by the WTTC in 2015, tourism contributed approximately _________ percent of the global GDP.

10

Currently, some motels are made of modular construction and have as few as ______ employees per 100 guest rooms at significant cost savings.

11

What is the average beverage pouring cost percentage?

12 percent

The alcohol content of beer varies between 3 and _____ percent.

16

The sales mix of a bar has an average pouring cost of _________ percent.

16 to 24

Of the more than 60,000 properties the AAA inspects and rates annually, less than ______ percent have earned the coveted five-diamond award.

21

The first official account of gambling according to Chinese records dates back to __________.

2300 BC

If the combined food and beverage costs are $167,450 and labor costs are $42,175, what is the labor cost percentage?

25.1% The formula for determining labor cost percentage is labor cost divided by total food and beverage sales (for a specific period).

If the cost of food sold is $27,452 and the food sales are $108,692, calculate the food cost percentage.

25.25% The formula for determining food cost percentage is cost of food sold divided by food sales (for a specific period).

According to the most recent statistics, approximately _________ million people go on a cruise each year.

27 According to the most recent data, more than 27 million people go on a cruise each year, up from 11 million.

The average food cost percent for restaurants is about ___ percent.

28 The average food cost percent for restaurants is about 28 percent, with high-end steakhouses running up to 34 percent.

A restaurant's total food sales is $107,300. The cost of food sold is $28,546. What is the food cost percentage?

28,546/107,300 = .266 = 26.6%

If someone was interested in taking a Caribbean cruise, they could select from one of _____ regions.

3 Someone choosing to cruise in the Caribbean could select from the Western, Southern, or Eastern Caribbean.

Ten major tour wholesaler companies account for __________ percent of the industry's business.

30

The gaming industry has grown from just two jurisdictions in 1976 to some form of legal gambling in _______ states.

30

Lighting can account for _________ percent of the energy consumption at a lodging property, leading many properties to look at measures to reduce consumption.

30 to 40

Microbreweries are craft breweries that produce up to ____________ kegs of beer per year.

30,000

American Golf brings more than ________ years of experience in operating and managing golf courses around the nation.

40

There is approximately one slot machine technician for every _____ slot machine games at a gaming entertainment property.

40

What is the most popular length for a cruise?

7 days The most popular length for a cruise is 7 days because it allows travelers time to adjust to the cruise and relax.

According to the American Society of Association Executives (ASAE), how many associations operate at the national level in the United States?

7,400

What percentage of domestic travel in the United States is considered "pleasure"?

79

What is one way in which Mediterranean cruisers differ from Caribbean cruisers?

A Mediterranean cruise is different from a Caribbean cruise because a Mediterranean cruise is the only type of cruise that puts passengers a few hours of sailing from another country or continent.

Contrast independent and chain restaurants.

A chain restaurant is part of a brand, with each restaurant in the chain offering the same menu, identical concepts, and similar dining experiences compared to an independent restaurant, which is not affiliated with any brand and has complete creative control and independence.

What is the difference between a cocktail and a highball?

A cocktail is a drink made from two or more ingredients including alcohol, fruit juice, or another mixer blended so that no one flavor overpowers another, while a highball is made from a distilled spirit and a mixer.

Compare and contrast convention and conference centers.

A convention center is designed to host large meetings and expositions and provides a wide range of amenities including business centers and food and beverage options, while a conference center is designed to host small- to medium-size meetings in an environment conducive to learning and sharing.

What are three skills beyond the basic skills of an event planner that are required to make a successful event planner?

A creative spirit, flair for the dramatic, and a sense of adventure are all skills that make a professional event planner a success.

Restaurant employees who work in the front of the house include anyone who ________.

Has guest contact Front-of-the-house positions are defined as those with guest contact.

List three managed services segments.

Healthcare, military, and business and industry

Describe characteristics of family restaurants.

Family restaurants are often located near the suburbs, have a casual atmosphere, and are often family owned.

Disney introduced the __________, a virtual queuing system that allows guests to hold a spot in line for a specific ride.

Fast Pass

Explain how fast food chains are impacting the military.

Fast food chains are becoming more prevalent on military bases, providing more options for personnel on the go.

This item was created to allow guests to spend less time waiting in line and more time spending money at stores and restaurants by providing them with a time to return to line after they swipe in and represents the management element of organizing.

Fast pass

A restaurant that offers at least 15 or more different entrees that are cooked to order, uses mainly raw or fresh ingredients, prepares most of the food on premise, and provides a high level of service describes this type of restaurant.

Fine dining A restaurant that provides high levels of service, uses raw or fresh ingredients, prepares most of the food on premises, and has a good selection of menu items describes a fine dining restaurant.

It's a slow Tuesday night, and the chef is trying to save on some payroll costs, so he sends home three members of the kitchen staff. Thirty minutes after the cooks have checked out and left the building, 20 guests show up at the restaurant. The guests learned about the restaurant from a "tweet" that a colleague posted, raving about the food and service. What would you do?

First I would try to call some of the staff back. If I was unable to get any of them to return, then I would be honest about it being very slow and allowing some of the staff leave. I would then see if they still wanted to dine with us knowing that the service would be slow and if they agreed continue on with the trying to give them the best experience as possible. Either way, I would still give them a returned voucher when the restaurant would be fully staffed.

Many of the most well-known theme parks in the United States are located in __________.

Florida. Florida is home to many of the most famous theme parks in the country including Walt Disney World, Sea World, and Universal Studios.

The interrelated nature of the hospitality industry means that a guest could

Fly to their destination, stay at a hotel, and dine at a local restaurant during the same trip.

There are five initial career tracks in the gaming entertainment industry open to students including hotel operations, casino operations, retail operations, entertainment operations, and _____________ operations.

Food and beverage

What are the four broad industry segments are encompassed by the hospitality and tourism industry?

Food and beverage Travel and tourism Lodging Recreation

American service is characterized by which traits?

Food that is prepared in the kitchen and decoratively placed on the plate American service is less formal, preferred by guests, and consists of food that is prepared and decoratively placed on plates in the kitchen before serving guests.

Explain the purpose of forecasting.

Forecasting is necessary for calculating projected sales, labor costs, and staffing levels.

The largest casino in the United States is the ___________ operated by the Mashantucket tribe.

Foxwoods Casino. The Foxwoods Casino operated by the Mashantucket tribe is the largest casino in the United States with 7,200 slot machines and 380 table games.

___________ is known for producing some of the finest wines, champagne, and cognacs.

France

The Shriners, Elks, and Veterans of Foreign Wars are examples of this type of club, which allows members to build camaraderie and often assist charitable causes.

Fraternal clubs

Freeway Hotels

Freeway hotels and motels have few frills, but allow guests to park outside the room and are located near off ramps on the outskirts of towns and cities.

This department of the rooms division is referred to as the hub or nerve center of the hotel.

Front Office

Restaurants are typically organized by _______________.

Front of the house and back of the house This is typically how a restaurant is divided.

Full-service Hotels

Full-service hotels offer a wide range of facilities, services, and amenities, including multiple food and beverage outlets and meeting, convention, and catering services.

Explain the term fusion cuisine.

Fusion cuisine refers to menu items that are a combination of two or more cuisines combined together.

What are the functional areas of casino operations?

Gaming operations, human resources, casino service, marketing, and finance

Who typically bears the cost of the infrastructure necessary to support tourism?

Government

Name this 75-year-old radio show, with roots in Nashville, Tennessee, that attracts famous musicians from around the world to display their talents, and visitors from around the world who want to watch them perform.

Grand Ole Opry

Fairmont Hotels is a leading travel provider and recognizes the importance of a healthy environment. The focus of the company's sustainable practices is called the ________.

Green Partnership

The organization, established in 1989, provides science-based environmental certification standards.

Green Seal

The hostess or greeter is responsible for welcoming guests, escorting them to the table, and _____.

Greeting guests appropriately and rotating them among sections One of the most important duties of the host or greeter is to rotate arriving guests between sections so that one section does not become overloaded and slow down service.

Employees in this department are the unofficial greeters and are often dressed in impressive uniforms while greeting guest at the door.

Guest Services also known as door attendants

What makes the Giraffe Manor Hotel in Kenya so unique?

Guest are encouraged to interact with the giraffes and become familiar with them.

The two components needed to forecast restaurant sales are average guest check and ______________.

Guest covers Restaurant sales are based on the average guest check and the average number of guest covers expected each day.

Who are the top key players in the gaming industry?

Harrah's Entertainment, Caesar's Entertainment, and Boyd Gaming

Name ways that new employees are recruited.

New employees may be recruited through referrals, advertising, and help from the district manager or supervisor.

These popular places can be small suburban locales or world-famous locations in popular destination cities such as New York or Las Vegas and are designed for people who want to relax, dance, and party with friends and strangers.

Nightclubs

Fortified Wines

Port, Marsala

This type of meeting is held after an event to evaluate what went well and what should be improved for the next time.

Post-event

What are the strengths and weaknesses of celebrity-owned restaurants?

Potential weaknesses of a celebrity-owned restaurant are it might fail if the food isn't good enough or the concept is no longer popular, while potential strengths include good design, strong menu, and the chance of the celebrity owner stopping by.

Motivating

Praising a coworker at staff meeting, selecting an employee of the month

Name the stages in the event planning process.

Research, design, planning, coordination, and evaluation

An often-overlooked career path in the gaming entertainment industry is ______.

Retail operations

The demand-forecasting technique is used to maximize room revenue in the hotel industry.

Revenue management

Associations began in the United States at the beginning of the eighteenth century when card makers from ___________ organized themselves.

Rhode Island

These employees are integral to the operation of the rides at a theme park or attraction.

Ride mechanics. The ride mechanics play an integral role by keeping rides operating and identifying possible problems.

The first hotel to be franchised in the United States occurred in 1907 when this company franchised the ___________ hotel.

Ritz-Carlton

Which two hotel chains are generally rated the highest in quality?

Ritz-Carlton and Four Seasons

Cruising on this small ship allows you to sail into the heart of your destination. The ship departs from Paris and visits Vernon, Rouen, Normandy, and Les Andelys, before returning to Paris. What type of cruise does this illustrate?

River Cruise

Infrastructure is the foundation necessary to build a city, tourism program, or a sustainable business. Infrastructure includes what components?

Roads, water, sewage, communications, and stores

This service offered by the food & beverage division is most frequently found in larger hotels with higher room rates and is known as ____________.

Room Service / In-room dining

What are the sub departments that fall under the rooms division? What is each department's main function?

Rooms Division consist of the following departments: front office, security, and house keeping. 1. Front Office is the nerve center of the hotel & is responsible for making a first impression. 2. Security is responsible for maintaining security systems and implementing procedures aimed at protecting the personal property of guest, employees, and the hotel itself. 3. Housekeeping employs the greatest number of people and it is responsible for cleaning and servicing the guest rooms and public areas.

Total Rooms: 600 Rooms Available: 575 Rooms Sold: 550 Room Revenue: $55,000

Rooms Occupancy Percentage: number of rooms occupied divided by rooms available. 550/575 = 95% Average Daily Rate: dividing the dollar sales by the number of rooms rented. $55,000/550 = $100 RevPAR: Divide the room revenue by the number of rooms available. $55,000/575 = $95.65 Percentage of Potential Rooms Revenue: determining potential rooms' revenue and dividing the actual revenue by the potential revenue. Potential Rooms' Revenue = 600 Rooms x 100 which is Average daily rate = 60,000 now divided that by actual revenue $55,000. So 55,000/60,000 = 91.67%

Members of these groups are very cost conscious but are also flexible and may be able to fill scheduling gaps during quiet times.

SMERF groups. Members of SMERF (Social, Military, Educational, Religious, and Fraternal) groups are very cost conscious but also flexible in terms of scheduling meetings.

A major concern in school food service today is balancing good nutrition with ________.

Salability School food service faces a major challenge when balancing the needs for nutritious meals and being able to encourage students to purchase the meals.

_____________ are responsible for promoting the theme park and bringing in new guests, along with analyzing park data to determine the best strategies for attracting guests.

Sales and marketing specialists. Sales and marketing specialists are responsible for attracting new guests to the park, promoting the park on a large scale and analyzing data to create new promotions.

Where can you go on a coastal cruise?

Northern Europe, the United States, and Mexico.

The mass market generally includes people with incomes in the ranges of $30,000 -$60,000 and includes plenty of activities and lots of food. Some of the most popular mass-market cruise lines are Disney, Princess, Carnival, and _________________.

Norwegian

This cruise line has received the "Leading Cruise Line in Asia-Pacific" award.

Norwegian Cruise Lines

Suppose a hotel has 250 rooms and a rack room rate of $200. The average number of rooms sold is 225 per night at an average rate of $175. What is the yield of the room rate?

Occupancy 225/250 = .90 then Rate factor 175/200 = .875. Yield .90 x .875 = .7875 78.75%

What topics are typically discussed in executive meetings?

Occupancy forecast, major items of expenditure, guest & employee relations, and energy conservation.

The first ___________ took place in Munich in 1810, and the tradition continues today, spanning a 16-day event.

Oktoberfest

This segment of the restaurant industry owns the top spot in terms of market share.

Sandwich Sandwich restaurants are responsible for approximately 40% of the restaurant industry market share.

The functional area of operations management includes facility maintenance, food and beverage operations management, service, and __________.

Sanitation and safety The National Restaurant Association has analyzed the functional areas of a restaurant manager's job and identified key tasks, which include planning, cost control, sanitation, and employee relations.

Jan Carlson created the phrase "moment of truth" when he was working to improve service at ___________________.

Scandinavian Airlines (SAS)

Establishing objectives for the shift, completing the shift readiness checklist, and coordinating work performed by different shifts are all examples of _____.

Scheduling/coordinating The National Restaurant Association has analyzed the functional areas of a restaurant manager's job and identified key tasks, which include planning, supervision, operations, and scheduling employees.

__________whisky is produced like other whiskies with the exception that the malt is dried in special kilns that produce a smoky flavor.

Scotch

This company is dedicated to preserving marine life, and it uses its innovative programs to research wildlife issues and educate the public.

SeaWorld Parks and Entertainment

This company is a leading North American food and facilities management company, in addition to being part of an international alliance that was founded in France.

Sodexo

This leading contract food service company provides food service for the United States Marine Corps on seven bases in more than 50 barracks.

Sodexo

Explain how elementary and secondary school foodservice can vary.

Some schools have on-site kitchens where the food is prepared and dining rooms where food is served. Many large school districts operate a central commissary that prepares the meals and then distributes them among the schools in that district. However, some schools purchase ready-to-serve meals that require only assembly at the school.

Explain trends in the operations of officer's clubs.

Some trends occurring in officers' club operations include a more casual approach to dining, offering the same menu for lunch and dinner, and changing the core concept to be more theme based.

Explain how a tray line works.

Special meals are prepared by a registered dietician; the tray is set up to include cutlery, napkin, and placement; color coded menus are used; and food is plated by menu type for delivery to the patient.

This type of bar has transformed from a corner bar with a few televisions showing the game of the week, to a mega-adventure including many televisions, interactive games, and a wide variety of food ranging from wings and burgers to more robust fare.

Sports. Sports bars are growing and evolving to have a wider range of customers including women and families.

Which of the following POS systems for iPad would be best for a quick-service restaurant or café?

Square This is good for quick-service restaurants or cafés and can be used as a simple cash register.

This type of cruise is unique to the United States and travels down the Mississippi River, allowing passengers to experience American folklore while sampling "real" American food.

Steamboat This cruise is unique to the United States and visits many of Mark Twain's favorite points along the Mississippi.

One of the pioneers of ethics in the hospitality industry was ______________________. This person developed a code of ethics for the hospitality and tourism industry.

Stephen Hall

Many countries have a minister of tourism, responsible for advocating for tourism development within the country. The United States does not have such a role; instead, the agency that is the main body for promoting tourism within the United States is __________.

TIA (Travel Industry of American)

How is the "no tipping" policy impacting the restaurant industry?

The "no tipping" policy has caused a change in restaurant pricing based on increased menu prices that provide a higher wage for servers. The success of a "no tipping" policy has not yet been determined.

Explain AAA rating system.

The AAA system evaluates and rates hotels, awarding rankings from one diamond(simple roadside appeal/meets basic needs) up to five diamond(highest service levels, sophistication, and offerings). The five diamond rating is one of the most difficult to earn.

What is the Club Managers Association of America?

The Club Managers Association of America is the professional organization to which many private club managers belong.

This Fairmont property completed a lighting retrofit program that resulted in an annual cost savings of $130,000 and an energy savings of 532,000 kWh.

The Fairmont Orchid, Hawaii

_____________, in Hot Springs, Virginia, is the oldest resort in the United States and is managed by ClubCorp.

The Homestead

Which company is recognized as the inventor of cruising?

The Peninsula and Oriental Steam Navigation Company The Peninsula and Oriental Steam Navigation Company is credited with the invention of the first cruise in 1844.

Who is considered the inventor of cruising, and in what year did this happen?

The Peninsula and Oriental Steam Navigation Company is thought to have invented cruising in 1844.

What was the name of the first American cruise ship and where and when did it set sail?

The Quaker City

This hotel is the only hotel to have received the Malcolm Baldrige National Quality Award two times and is consistently rated as one of the best luxury hotel chains in the industry.

The Ritz-Carlton

In the United States, this travel organization is the main body for the promotion and development of tourism because there is not a specific government body responsible for these task.

The Travel Industry of America

A successful event planner entering the field of fundraising events must have this ability.

The ability to plan the event on a set and limited budget

What is the hotel manager in charge of?

The administration of hotel operations on board the ship including training employees, interacting with guests, housekeeping, and more.

Two of the secrets of a good cocktail are ________________.

The balance of ingredients and the quality of ingredients

The beverage cost percentage is calculated by _______________.

The cost of beverages sold divided by beverage sales × 100 The formula for determining beverage cost percentage is cost of beverages sold divided by beverage sales (for a specific period)

Explain the rise of craft brewing.

The craft brewing industry has been steadily emerging over the last few decades even while the traditional brewing industry has been experiencing stagnated sales growth. Patrons of craft breweries appreciate that each brewery is distinctly different. The craft brewing industry can be very collaborative, with local breweries helping to market and distribute each other's products.

Name two elements of this special event that were controllable by the event planner and two that were not controllable.

The event planner is able to control the location and the sequence of events, but is not able to control the weather or other environmental factors.

What are a golf course manager's responsibilities?

The golf course manager is responsible for the quality and condition of the golf course, including the greens, bunkers/traps, teeing surfaces, fairways, and rough.

This person is responsible for the quality and condition of the golf courses and is a primary reason that members join a golf club.

The golf course superintendent

Which of these is NOT a characteristic of the hospitality industry? * The hospitality business strives to provide guest satisfaction. * The hospitality business does not depend on shift work. * The hospitality business relies on guest input to produce the product. * The hospitality business is unique because of the perishability of its products.

The hospitality business does not depend on shift work.

Explain how the hospitality product is perishable.

The hospitality industry product is perishable because the inventory that is not sold cannot be reused.

Define the following: house edge, the rake, hold percentage.

The house edge allows casinos to offer a fair game while remaining in business, while the rake is the percentage of each "pot" the casino keeps from each bet, and the hold percentage is the percentage of the total amount of money bet on a game that is kept as a win.

A family has made a reservation at an upscale steakhouse to celebrate a special birthday. The reservation is for a party of ten and when the reservation was made, a request was placed for a special birthday cake to be brought out after dinner was completed but before dessert was offered. Everyone has been enjoying spending time with each other, but there are some concerns about the server. Each time the server interacts with the guest his attitude is cold and condescending. When the host of the party asked if he could speak with the server regarding how cake service should happen, the server gave him the brush off and proceeded to clear the table and refill drinks as if performing his job was a bother. What is the impact of this type of service on the guests? How could this type of service affect the restaurant? If you were manager and noticed this happening, what would you do?

The impact of this type of service on the guest could risk them from not coming back & could embarrass them in front of their party. The family had put a lot of time making sure that their plans would be followed with the restaurant. The affect of this service can ruin a business. A business depends on repeated business and for that to happen great service is the key to success. If I were manager, I would pull aside the server and explain what I was seeing and give him the chance to make it right. If not then I would personally take over the service part apologize for any miss understandings. I would personally serve because everyone's job depends on good/great service.

What is a liaison responsible for?

The liaison is responsible for translating the philosophy of the corporation to the contractor and making sure the contractor abides by the terms of the contract.

Which main factor changed the nature of the hotel industry? What impact does it have today?

The main factor that changed the nature of the hotel industry was franchising. With franchising more opportunities are created for developing & operating hotels.

Drawbacks to the franchisee

High fees, both to join & ongoing. Central reservations generally producing between 17 and 26 percent of reservations. Franchisee must conform to the franchisor's agreement. Franchisees must maintain all standards set by the franchisor.

Describe the process of brewing beer.

The process of brewing beer starts with the main ingredients, then grain is added to these ingredients until fermentation occurs. After fermentation, mashing happens, followed by filtering and then finally brewing.

List the pros and cons of holding a meeting on a cruise ship.

The pros of holding a meeting on a cruise ship are being able to provide a unique experience to attendees, having few outside distractions, and minimizing the amount of packing that must occur, while the cons include being out at sea, planning must begin earlier than at a traditional venue, and negotiating the best package.

What are the pros and cons of franchised restaurants?

The pros of owning a franchise restaurant are a proven concept, assistance in marketing, and pre-opening and ongoing training. The cons of owning a franchise restaurant include ongoing royalty payments, limited flexibility and creativity, and construction costs ranging near $100,000.

Applying revenue management techniques can be beneficial to a hotelier if care is taken to avoid certain revenue management traps. Which revenue management traps cause the biggest challenges for hoteliers? Why?

The revenue management trap that causes the biggest challenges for hoteliers is trying to maximum revenue when trying to calculate rates. This becomes a problem when you're trying to take into consideration the rates for guest that are trying to book days ahead of arrival and are comparisons shopping. They are staying several high demand days and also staying through several low demand days; what should the hotelier charge for their quoted posted price. This poses a problem because if the rate is too high the guest may select another hotel and the guest may not even consider looking or staying at your hotel in future trips.

What are inspectors and repairers responsible for?

The safety and upkeep of all rides

Kitchens often experience high turnover rates; one way to help minimize this is to create a comprehensive ___________ program.

Training Creating a comprehensive training program is important to the success of the kitchen and provides opportunities for internal growth and advancement.

What benefits are there for event planners in joining professional associations?

Training, certifications, and the opportunity to network with other meeting professionals

Name two professional associations in the event planning industry and explain their goals.

Two professional associations in the event planning industry are Meeting Planners International and the International Festivals and Events Association. The goals of these associations are to provide training, development, certification, and networking opportunities.

Many sites have been designated as World Heritage Sites by this organization.

UNESCO (United Nations Educational, Scientific, and Cultural Organizations)

One reason that this leader in the attractions field has been so successful is its ability to adapt its movies into thrill rides.

Universal Studios

The newest Disney location features ______________.

Updated rides, including a new Tomorrowland, artwork using the native language of the country, and songs sung in the native tongue

Why is the labor cost of health care food service so high?

Use of the tray line, the need to double and triple check each plate, and the volume of meals served each day

VRBO is a(n) ___________ with more than one million places to stay around the world.

Vacation Rental organization

Hotel Operations

Valet parking attendant, front desk clerk

A public gambling house was legalized for the first time in __________ in the early 1600s.

Venice, Italy

Describe two white spirits.

Vodka, which can be made from many sources including barley, corn, or potatoes, and gin, originally known as Geneva and made from the juniper berry, are two white spirits.

This meeting, held about 10 days before an event, is probably one of the most important meetings held at the convention center because it provides an opportunity to avoid problems.

WAG (Week at a Glance)

In 2004, the National Association of Homebuilders named this company America's Best Builder.

WCI Communities

This industry leader is known for building lifestyles and currently has over 50 master-planned communities along with 60-plus luxury high rises in several states.

WCI Communities

The leading organization for world tourism, representing all national and official tourism interest amount its members, is the ________.

WTO

One of the largest contributors to food cost is _______________.

Waste Waste is a large contributor to high food costs, and controlling waste through maintaining proper par levels is important.

What are the seven GRA Environmental Categories?

Water efficiency, chemical and pollution reduction, waste reduction/recycling, disposables, sustainable furniture/building materials, energy, and sustainable food

What events will a catering sales position in a hotel expose you to?

Weddings, reunions, corporate events, holiday parties, galas, and more

Explain the hotel industry's opportunities in China.

With the largest population in the world, China offers the following opportunities for the hotel industry, which include a growing middle class, an increase in both domestic and international tourism, and a rising demand for luxury goods.

List four companies that have contracts for stadium/arena foodservice.

Wood Company, ARAMARK, Sodexo, and Fine Host

How can you hone your customer service skills?

Work as a guest services agent or concierge at a hotel

This type of budget must be created to help with decisions about necessary changes for a meeting.

Working

A small group, led by a facilitator or trainer, which includes exercises to enhance skills or develop knowledge on a specific topic is an example of a _______.

Workshop

These cruises can last from three to six months and are often considered the travel experience of a lifetime.

World

This organization is responsible for lending large sums of money for tourism development, particularly in developing countries.

World Bank

The largest chain of franchised or managed contract hotels is __________.

Wyndham Worldwide

The ____________ club is located in the heart of Big Sky Country, and has only 250 members and a $250,000 membership fee.

Yellowstone

A Certified Festival and Event Executive (CFEE) award is given by the _______ as a way to recognize distinguished excellence in the field of festival and event management.

International Festivals & Events Association. The International Festivals & Events Association has supported the industry for over 50 years and annually recognizes the top achievers in the field with the CFEE award.

The two largest expositions in the hospitality industry are the National Restaurant Association's annual exposition held in Chicago each May and the _________________ held in November each year in New York.

International Hotel/Motel & Restaurant Show

This organization has a goal of fostering enlightened performance through education while promoting ethical conduct. What organization is this?

International Live Events Association (ILEA)

This organization was founded in 1987, has more than 5,000 members, and awards the designation of Certified Special Events Professional (CSEP). What organization is this?

International Special Events Society

Which of these methods of gambling is not considered legal in the United States?

Internet gambling

What does the Indian Gaming Regulatory Act of 1988 consist of?

It consists of a framework to protect both tribes and the general public and clearly defines the criteria that must be observed to be in compliance with this act.

Why is thorough training important in back-of-the-house operations?

It is important to provide thorough training in the back of the house for these reasons: high turnover is prevented, which can impact food quality; the success of the business is based on the skill of the employees; and employees have a chance to continue growing and expanding their skills.

What is the multiplier effect?

It occurs when a tour from one country exchanges their money for local currency that has more buying power. The tourist brings new money to a local economy, and the money spent by the tourist finds its way to local businesses, which use that money to buy new products or pays employees who then spend this money locally.

Explain the concept of sustainable tourism.

It places an obligation on society to improve and maintain the quality of the environment and to develop the necessary resources including infrastructure and superstructure. It is broad-based and obligates everyone involved in tourism policy, planning, and development to focus on improving the quality of the environment and resources.

Explain the 3P approach.

It requires three-dimensional thinking and incorporating the impact of decisions on the environment, society, and financial performance.

This popular chicken chain has more than 15,000 units worldwide with more than 5,000 in in China.

KFC

Explain key tasks of administrative management.

Key administrative tasks include scheduling/coordinating work; planning, including developing and implementing action plans; and communicating with managers through memos, reports, and other documentation.

Explain key tasks of human resources management.

Key human resources management tasks include making changes to employee work schedules, documenting observations of employee performance, and counseling employees on both work- and non-work-related issues. All of these are considered human resource management tasks.

Explain key tasks of operations management.

Key tasks of operations management include conducting routine maintenance checks, directing opening and closing activities for the establishment, asking customers about the quality of the food and service, and accompanying local officials on health inspections of the establishment.

The backbone of every strong restaurant is the _______________.

Kitchen The kitchen is considered the backbone of the restaurant and must be well managed and organized.

The start of today's theme park industry began in the 1920s in Buena Park, California, with a berry farm. What is the name of the park that started it all?

Knott's Berry Farm

Discuss the influence of Knott's Berry Farm on the theme park industry.

Knott's Berry Farm influenced the theme park industry by allowing people to return to the past and simple things by incorporating a relaxed atmosphere, food, innovative rides, live entertainment, and more.

What is the largest airline catering company?

LSG Sky Chefs

The largest airline catering company is _________ with over 300 international airline partners.

LSG Sky Chiefs

The highest cost in running a restaurant is _______________.

Labor cost

A dark ale with a sweet, strong, malt flavor is known as _________.

Lager

The job of a restaurant general manager requires strong organization and ______ skills.

Leadership The general manager is responsible for the overall success of the restaurant and requires strong skills in leadership and organization.

Quick-service restaurants serve this type of menu.

Limited Quick-service restaurants serve limited menus in order to provide the fastest possible service.

Using sites such as Instagram to promote menu items and build a following might be very useful for a restaurant that is focused on using _________________.

Locally sourced food

This steakhouse chain, owned by Darden Restaurants, has approximately 450 locations around the country.

Longhorn Steakhouse

Edison & Aliyah want to set sail on a small, secluded harbors. However, they also want as much personal space as possible- a large cabin, hopefully with a private balcony. They are willing to pay extra for a private butler. What type of cruise market does this illustrate?

Luxury Market

This segment of the tourist industry is very profitable, and statistics show that the average __________ tourist spends about twice as much money as other tourists.

MICE

What are MREs?

MREs are meals ready to eat and are foods that have been portioned and stored in plastic and foil pouches for dining in the field.

The heart of Walt Disney World is its first famous theme park called _______________.

Magic Kingdom

How is the cruise market segmented?

Main market, the mass market, the middle market, and the luxury market.

Chefs need to have a wide range of skills for the 21st century, including one that prior to social media was never a consideration. According to the video, what is this unique skill?

Making food "Instagram-ready" for sharing on social media

Explain how managed services operations differ from commercial food services.

Managed food service operations have set hours, serve customers who may not have any choice in where they dine, and tend to use batch cooking, while commercial foodservice operations have a less consistent volume of business, don't cook in batches, and consider foodservice as their primary business.

_________ is the term used for grinding the malt and screening out any bits of dirt during the process of brewing beer.

Mashing. Mashing is the term used for grinding the malt and screening out bits of dirt before it goes to a hopper and into the mash tub.

Brandon & Olivia make about $50,000 a year. They're been saving up to take a cruise. They want to choose from a variety of activities during their stay, but aim to keep cost per day around $100. They are willing to compromise a bit on the quality of food available to make this happen. What type of cruise market does this illustrate?

Mass Market

How do massive trading blocs impact the tourism industry?

Massive trading blocs impact the tourism industry by increasing the demand for hotel accommodations as travel, tourism, commerce, and industry increase.

How is McDonald's responding to the saturation of traditional markets?

McDonald's has responded to the saturation of traditional markets by expanding overseas.

Name three quick-service/fast-food restaurants.

McDonald's, Zaxby's, and Pizza Hut

This quick-service restaurant chain has sales in the billions, and its sales are more than its top three competitors combined.

McDonald's. McDonald's is the industry giant and worldwide leader in the quick-service category, outselling its three closest competitors by billions each year.

What is the largest hotel in the world?

Mecca Clock Tower, in Saudi Arabia.

City Center Hotels

Meet the needs of business and leisure travelers. They can be luxury, mid scale, business, suites, economy, or residential. Generally, they offer a signature restaurant, coffee shop, bar, meeting & convention rooms, and a ballroom.

This organization serves as a resource for meeting professionals and provides defined career pathways, business resources, and education and certifications designed to increase their strategic value.

Meeting Planners International. Meeting Planners International is the global authority and resource for the meeting planning industry and provides a range of service and resources for its members.

___________ may be independent contractors who contract their services to associations and other groups or full-time employees responsible for working with associations and corporations.

Meeting planners

In this form of gambling, the players bet against "the house," a professional gambler, or an organization that accepts wagers from the public.

Mercantile or commercial gambling

What is the fastest growing segment of ethnic restaurants in the United States?

Mexican

Mateo & Samuel are looking for a cruise that offers superior meals and service. They've been looking at Cunard Lines and would ideally like to spend about $350 a day on their adventure. What type of cruise market does this illustrate?

Middle Market

This segment of managed services provides services to over 1.5 million people, generates sales of more than $6 billion annually, and provides food service in clubs, dining halls, hospitals, and other locations.

Military

Coffee first came from Ethiopia and _____, in the Yemen Republic.

Mocha

How are the most popular gaming destinations designed?

Most popular gaming destinations are designed to provide a combination of games of risk with other activities including dining, entertainment, and lodging.

__________ is important to encouraging employee behavior that results in satisfied guests.

Motivating. Motivating employees is an important role of management in creating an overall positive guest experience.

With the opening of Cuba to American tourist, locals, especially those who live and work in the Old Havana area, noticed an increase in spending, and as a result, more jobs were also created. This process of new money entering the local economy, job creation, and additional spending is known as the ______________.

Multiplier effect

The __________ company offers cold-pressed, coconut, water, veggie, fruit, boosted, protein, nutmilk, and chia beverages.

Naked

What are the most popular ports of call in the Caribbean?

Nassau, Bahamas; Grand Cayman; and Cozumel, Mexico

Safety inspectors must be certified through the ___________.

National Association of Amusement Ride Safety Officials. All safety inspectors must be certified through this organization, and each inspector must have specific education and experience.

Trade Association

National Automobile Dealers Association. American Advertising Federation.

Schools that participate in this federally funded program receive approximately $2.76 per meal per student.

National School Lunch Program

The situation of reservations being cancelled because of overbooking May be due to poor ___________.

Yield management

To be a successful General Manager requires multiple qualities, the most commonly quoted of which are leadership, people skills, patience, and _____.

attention to detail

Producing large quantities of food in the designated amounts for service and consumption at specific times is a trait of managed services and is known as ___________.

batch cooking

According to the Disney service model, you should always __________.

begin with a smile.

The IGRA defines class II gaming as ____________.

bingo, games similar to bingo, and other card games. Class II games include bingo and similar games along with card games explicitly authorized by the laws of the state.

As the economy continues to shift, operators in the business and industry segment are finding it necessary to ______________.

break even One trend that is occurring in the business and industry segment is the need for operations to break even or in some cases, to make a profit.

The first important daily task that the executive housekeeper must complete is to

break the hotel into sections to allocate room attendants' schedules.

Chains such as Pizza Hut, McDonald's, and other quick-service restaurants see opportunities to __________ by introducing options in elementary and secondary schools.

build brand loyalty

ClubCorp is in the business of ____________.

building relationships and enriching lives. ClubCorp values relationships and does this by providing extraordinary experiences to members and visitors to its facilities.

One of the most dynamic segments of managed services, __________ has over 80 percent of the market and is serviced by contractors.

business and industry

Describe how the Fairmont plans to combat climate change.

by reducing carbon dioxide emissions by 20 percent while educating and encouraging suppliers to provide supplies in accordance with the Green Procurement Policy and Supplier Code of Conduct.

Passengers on international flights, seated in coach, are served __________.

carry-on "doggie bags"

Working as a(n) _____________ in a hotel is a good step toward becoming an event planner because you will be exposed to a range of events from weddings to corporate events and everything in between.

catering sales manager

Restaurants identical in market, concept, design, service, food, and name describe the characteristics of _______________ restaurants.

chain Chain restaurants offer a consistent product no matter where they are located or who owns them.

The Executive Housekeeper oversees the largest department in the hotel and also is responsible for all of these duties except _____.

check in of guests during peak hours

The general manager of a club today assumes the role of __________.

chief operating officer

In managed services, it is necessary to meet both the needs of the guest and the _____________.

client

Working in the leisure and recreation segment of managed services provides opportunities to work in all of the following except ____________.

college dining rooms The leisure and recreation services segment provides opportunities to work in several fun and unique locations, but college dining rooms are not part of this segment.

Revenue per available room (REVPar) is a formula used by hotels that allows them to ______________.

compare how they are doing versus a competitive set of hotels - it allows like sized hotels to compare performance.

Providing the number of guests visiting the park daily, sales figures for all areas of the park, and information about labor costs are all examples of what _______ does.

control. Control brings the management process full circle, providing the necessary information needed to begin planning again.

After spending two to three years as a catering sales manager at a hotel, your next step might be ______________.

convention services manager

Two of the characteristics that are elements of leadership are _______________.

courage and dependability

Recently, Macau gambling revenue was down more than three percent. Industry analysts speculated it was due to ____________________.

crackdowns on bribery and corruption

The career path to food and beverage director may include working in stewarding, restaurants, and beverage and culinary departments. Gaining experience in multiple departments is an example of _________________.

cross-training

Director of Food and Beverage reports to the General Manager and is responsible for the effective operations of all of the following departments EXCEPT _____. a. bar and minibars b. kitchen, stewarding, and banquets c. restaurants and room service d. housekeeping

d

In order to provide an outstanding guest experience, the typical morning shift duties at the front desk include all of the following EXCEPT _____. a. responding to guest requests b. preallocating all VIP and special request rooms c. coordinating with housekeeping over VIP, special requests, and room status d. checking guests in

d

The Chief Steward is responsible for all of the following duties EXCEPT _____. a. forecasting labor and cleaning supplies b. cleaning the back of the house c. maintaining the cleanliness of all china, glass, and serviceware used by the hotel d. monitoring the premises including banquet rooms, guest rooms, and parking areas

d

A _______________ driver program encourages the driver to only drink nonalcoholic beverages so that everyone in the party arrives home safely.

designated

Tourism has become one of the world's most important sources of employment, and most of the new tourism jobs can be found in ______.

developing countries

A (n) _________________ club is generally located in large office buildings in the city and members can enjoy lunch and the occasional dinner here.

dining

A spirit is made from a liquid that has been fermented and _________.

distilled

The legislation that governs the sale of alcoholic beverages is called ______________ legislation.

dram shop. Dram shop legislation refers to the laws that govern the sales of alcoholic beverages.

The concept of creating more goods and services while using fewer resources and creating less waste and pollution is referred to as

eco-efficiency.

Excellent communication, including listening, exhibiting good manners, and handling difficult situations appropriately, are all characteristic of ____________.

effective social skills. Excellent communication, good manners, and handling difficult situations with grace are all examples of social skills.

The set of moral principles and values that people use to answer questions about right and wrong is known as ________________.

ethics

Most of these restaurants are independently owned and operated and provide a "taste of home" for some diners and for others who want an adventure in dining. These casual restaurants can be classified as _____________ restaurants.

ethnic These restaurants provide a variety of food for diners who might be missing a "taste of home" or who want to try food from another culture. Italian, Chinese, and Mexican are all very popular in this category.

The casual dining restaurant category includes midscale casual restaurants like Romano's Macaroni Grill, ____________ restaurants like Cracker Barrel, and ethnic restaurants like Del Taco.

family. The casual dining segment encompasses a wide variety of restaurant chains and types including family, ethnic, and midscale.

A(n) __________ is an event that celebrates something special about the community, possibly its religion.

festival. A festival is an event that celebrates something special about a community and may have a religious component, as in Mardi Gras or Carnival.

Sherries, ports, and Madeiras are examples of wines that have had brandy or wine alcohol added to them and are known as ____________ wines.

fortified. Wines that have had brandy or wine alcohol added to them are considered fortified.

Brandy that is labeled VSOP must be aged for a minimum of _____ years.

four

One big benefit of being an employee of a theme park is ___________.

free admission to the park and discounts on food

Star Cruises, Limited is currently employing the __________ concept where passengers can dress how they wish and can eat when and where they like.

freestyle cruising

Prime ecotourism locations include coral reefs, tropical rain forest, deserts, and ____________.

glaciers

A key objective in the service equation is to create __________.

guest loyalty

A student looking for a career in the gaming entertainment industry would find the best opportunities for career advancement in the rooms and ____________ departments of the hotel.

guest services

The Front Office Manager sets the example through their leadership for many different people including the concierge, reservations, PBX(communication), uniformed service and _____.

guest services

The total amount of all bets is the __________.

handle

Explain the suggestion for steps to take in table service.

he suggested steps for table service were designed to provide an enjoyable experience to the guest and to help the server stay organized.

Many restaurants are moving to a "no tipping" policy, which results in restaurant prices rising by about 20 percent in order for servers to receive _________________.

higher wages Instituting a "no tipping" policy results in higher menu prices, but it also allows restaurants to pay servers a higher hourly wage.

Cruisers who choose an Eastern Mediterranean cruise are most likely interested in ______________.

history and the opportunity to experience different cultures Cruisers who choose a Mediterranean cruise are most likely interested in history and exploring the variety of cultures in the region.

Royal Caribbean is the second largest player in the cruise industry. During Hurricane Irma (2017), they provided _______________ by deploying ships from their fleet to assist stranded tourists and locals.

humanitarian relief, i.e. ice, water, supplies, and transport

Until approximately the 1830s, the primary reasons for traveling by water were war, trade, and _____________.

immigration

The security/loss prevention department is vital in any hotel and is responsible for maintaining security alarm systems and

implementing procedures to protect the personal property of hotel guest and employees.

A student who is interested in pursuing a career in event planning can gain valuable experience working with _____________.

an association

Most association by-laws require a(n) _______, and associations will hire a full-time paid planner to manage this meeting.

annual membership meeting. Most association by-laws require that an annual membership meeting be held as part of their by-laws.

The formula used to calculate RevPAR is _____.

rooms revenue divided by the number of rooms available

The average daily rate is one of the key operating ratios used to indicate a hotel's performance and is calculated using which formula?

rooms sold divided by rooms revenue

The most common of the white spirits include gin, tequila, vodka, and __________.

rum

American Express conducted a survey of travelers visiting many different destinations. Of those surveyed the most appealing part of travel for them was ____________.

scenic beauty

The Rooms Division Manager, at a mid-sized hotel, is usually responsible for the front office, housekeeping, and _____.

security/loss prevention

In the B&I market _________ account for 20% of the contracts given to managed food service companies.

self-operators

A(n) _______________ manager at a convention center is expected to book large conventions and expositions.

senior sales manager

The Green Restaurant Association (GRA) has been certifying restaurants for over two decades and awards points in _________ environmental categories.

seven

Travel by bus, while not as popular as travel by air, does provide travelers with many of the amenities found on a plane and also provides the leisure traveler the opportunity to __________.

sit back, relax, and enjoy the scenery

Experts agree that increasing economic pressures on the health care segment will require operators to try more high-tech methods of food preparation to cut costs including the use of cook-chill and ___________, a process of vacuum sealing food in a plastic pouch to reheat in a hot water bath later.

sous vide

The chief steward onboard a cruise ship is responsible for ______________.

supervising the housekeeping department The chief steward onboard a cruise ship may also be referred to as the director of housekeeping and is responsible for the housekeeping department.

The key to stopping underage drinking is to __________.

take a preventative approach. Taking a preventative approach, including education, building strong family relationships, and discouraging negative behavior, is important.

Club managers today are responsible for the management of all aspects of the club with the exception of _________.

teaching golf lessons

The daily report includes key operating ratios such as the room occupancy percentage and _____.

the average daily rate

The two major challenges presented to the franchisor of hotels are ____________.

the avoidance of financial failure by the franchisee and the ability to maintain quality standards

The primary benefit of franchising a restaurant is ___________.

the concept is proven and less likely to fail The primary benefit of owning a franchise restaurant is knowing the concept is proven and less likely to fail.

Difficulty in maintaining control of standards as well as the need to be very careful in the selection of potential franchisees is an example of _____________.

the drawbacks that the franchise company can experience

When considering holding a meeting at a college or university campus, it is important to know ____________________.

the nature of the target audience

A career path describes __________________.

the possible career progression that one might take to reach a specific career goal

The type of service offered by a business and industry managed service operators is determined by _______________.

the resources available The resources available including money, space, time, and expertise determine the type of service offered.

Owning an independent restaurant has several risks EXCEPT___________.

the restaurant has a marketing strategy designed to remove uncertainty from the dining experience Independent restaurants have more flexibility and opportunity to be creative, but this also comes with other risks the owners may not have planned for.

The secret to a good cocktail lies in several factors including the balance of ingredients, the quality of ingredients, and ___________.

the skill of the bartender

The most popular gaming entertainment destinations are designed around a central ________ that includes hotel and casino operations.

theme

Theme parks usually focus on one dominant _________.

theme

Professional clubs are for ____________.

those in the same profession or line of work

This concept, designed to appeal to seniors, which features a moving buffet cart and provides a visualization of good food, is referred to as ___________.

to the table

Food prepared for in-flight food service must be able to ___________.

tolerate conditions of an extended hot or cold holding period from the time it is prepared until the time of service

A(n) _________ is an exhibition where companies can show off their products.

trade fair

The Japanese Shinkansen can travel between Tokyo and Osaka in roughly 3 hours and is representative of __________ travel.

train

The job of Catering Services Manager includes: maintaining high standards of hygiene and customer satisfaction, overseeing the budget, ordering supplies, and _____.

training and motivating staff

The main focus of hospital foodservice is the __________.

tray line

Resort hotels

typically set in remote locations. Guests patronize them for leisure, recreation, and a good climate and stay for days at a time.

Domestic tourism can be classified as __________________.

visits by inbound international visitors plus international tourism

Inbound international tourism is classified as __________.

visits to a country by nonresidents of that country

One of the best ways to gain experience in the event industry is to __________.

volunteer

The quality of beer is determined by the quality of the _____ used to brew it.

water

The net amount of money spent by the casino guest is the _________.

win

The first step to becoming an events planner is to gain all the experience possible _____________.

within the Food and Beverage Industry

Fairmont Hotels Green Partnership projects fall into one of three areas, minimize the company's impact on the environment by making ongoing improvements, follow best practices, and ________________.

work at a corporate level to develop high profile partnerships that promote environmental issues and share the message of being a good steward of the planet

If you are interested in a career in the hospitality industry, it is important that you enjoy

working with people, an upbeat work environment, traveling, and the opportunity for growth and career advancement.

A __________ cruise is usually designed for the elderly, who may have the leisure time and money needed for a cruise of this nature.

world

Explain the many hats worn by event planners with strong leadership abilities.

An event planner with strong leadership skills must be able to inspire their team, must be able to provide the necessary tools to achieve the goals of the event, and must be a coach.

What does an officer of the watch do?

An officer of the watch reports to the Staff Captain, serves an eight-hour shift on the bridge, and oversees the Quartermasters.

Why might an organization have a hidden agenda?

An organization might have a hidden agenda because they are trying to raise funds without announcing to the attendees that this is the focus of the event.

Planning an event that meets all budget requirements, begins and ends on time, and includes the elements requested by the client are all elements of effective __________.

project management. Project management skills are required to successfully plan and execute an event due to the multiple pieces that must be coordinated between vendors, employees, and the client.

The three objectives of the Indian Gaming Regulatory Act (IGRA) are to provide a statutory basis for the operation of gaming by Native American tribes, establish an independent regulatory authority, and _____________.

provide a statutory basis for the regulation of gaming by a Native American tribe to shield it from organized crime

When Hurricane Irma struck in 2017, cruises were cancelled and ships were empty. As a result, Royal Caribbean was able to assist stricken regions by sending in ships which ____________________.

provided much needed relief to the areas and provided positive press for the company due to their humanitarian efforts.

Fairs, festivals, and events are ___________.

public celebrations staged throughout the world. Fairs, festivals, and events are public celebrations staged throughout the world and fall under the umbrella of event tourism.

Hoteliers would prefer to sell rooms at the highest possible rate, this is known as the _____.

rack rate

To defray the costs of operating a poker "room" the house takes a small percentage of the _________.

rake. The rake is the small percentage of each poker hand the house takes to defray the costs associated with the game.

Technology advances no longer require troops in the field to eat these from tin cans; instead, plastic and foil pouches are used for meals _________________.

ready to eat

American law is based on English common law, which asked the question, "Would this be an action of a(n) __________ _____________

reasonable person.

One goal of the Green Restaurant Association is to help restaurants ____________.

reduce their environmental footprint A primary goal of the GSA is to help restaurants minimize their environmental footprint by providing guidelines for change and rewarding the behavior by awarding stars and points.

A ______________ is responsible for making sure all special meals requirements have been prepared before the tray line begins.

registered dietician

The first stage in the event planning process includes asking some simple yet important questions, the who, what, where, when, and why. This stage is the __________ stage.

research

Property management systems are designed to assist front office employees in performing functions related to which tasks?

reservations, rooms, and guest account management

Define ecotourism.

responsible travel to natural areas that conserves the environment and improves the well-being of local people

The word restaurant comes from a French word that means __________.

restore

Entertainment Operations

Booking agent, stagehand

Describe an unusual hotel.

Ice Hotel, which is located in the Swedish Lapland and is built from scratch every year.

This hotel, located on the shores of the Torne River, is built from scratch every year and features a chapel, an Absolut Bar, and a cinema. This hotel is the _____.

Ice House

This seven-day cruise departs from Seattle, Washington and travels to Alaska where passengers will be able to explore Juneau, Skagway, Glacier Bay, Ketchikan, and Victoria. What type of cruise does this illustrate?

Regional Cruise

What is the most popular type of cruise?

Regional cruises, such as a cruise to the Bahamas or Caribbean, are the most popular type of cruise.

Operations Management

Repair or supervise repair of equipment, Check stock levels and submit orders as necessary

How do convention and visitors bureaus (CVB) function?

To attract and retain visitors to the city.

Which of the following is NOT a reason that people travel? * To visit new and different surroundings. * For business. * To visit family & friends. * To avoid people and new experiences.

To avoid people and new experiences.

What are the five primary responsibilities of a convention and visitor's bureau?

To encourage tourists to partake in the various activities available in the city, enhance the image of tourism in the city, assist associations and other groups with convention preparations, market the area and encourage visitors to extend their stay, and target and encourage associations and other groups to hold their major events in the city

Why did Walt Disney really create Disneyland?

To make magical experiences come alive

Which of the following is NOT one of the five major responsibilities of the convention and visitor's bureau?

To prepare exhibitor correspondence and packets

This method of travel benefits hotels, car rental agencies, and cruise lines in addition to making international travel much easier.

Air travel

What are 5 classifications of tourism?

Airline, rai, boat, coach, and car

Airport hotels

Airport hotels have high occupancy, are 200-600-room full-service establishments. Guests are a mix of business and leisure travelers.

This popular cruise is only offered during the summer months (May to September) with the peak season being in June, July, and August.

Alaskan cruise Alaskan cruises only operate during the summer months, and the peak season occurs when temperatures average 75 degrees Fahrenheit.

How are alcoholic beverages categorized?

Alcoholic beverages are classified as beer, wine, or spirits.

List three types of beer.

Ale, Lager, and Stout

Medical and Scientific Association

American Association for the Advancement of Science. American Medical Association.

Professional Association

American Association of University Women. American Meteorological Society.

The three key players in the club industry are ClubCorp, WCI Communities, and ___________.

American Golf

This organization hosts over 35,000 events per year and manages more than 80 premier private, resort, and daily-fee golf courses.

American Golf

Describe American Golf.

American Golf manages a range of private, resort, and daily fee golf courses, and they are responsible for more than 35,000 events each year.

The world's largest travel trade association, with members in nearly every country in the world, is known as __________.

American Society of Travel Agents

Compare and contrast festivals and events.

An event is a special occasion that has been planned to celebrate something like a graduation, while a festival is an event that celebrates something unique or special about the community.

Retail Operations

Assistant buyer, brand experience manager

This high stakes game has a high level of volatility, and the hold percentage may fluctuate wildly during the month.

Baccarat. Baccarat is a high stakes games with high volatility that fluctuates wildly over the course of the month.

Financial Management

Balance cash at end of shift, Authorize payment on vendor invoices

This type of cruise ship is even smaller than a river cruise ship and can only sail between April to November, when the weather permits.

Barge

Describe the bar setup.

Bars can be focal points or main features, drawing the guest to have a beverage because of the atmosphere.

Explain how bars support the operations of hotels and restaurants.

Bars support the operation of hotels and restaurants by serving as a holding area, which allows the restaurant to space out how diners are seated and take pressure off the kitchen.

Which of the following is NOT a characteristic of managed services operations?

Being housed in an organization that has food service as its primary business.

A GM (general manager) in a large hotel may have limited exposure to guest; however, this can be mitigated by ___________.

Being visible in the lobby during check-in and in the food & beverage outlets during peak meal periods.

What kinds of scientists might work at theme parks?

Biologists, zoologists, and horticulturists might be found working in theme parks.

Someone interested in visiting castles might pay a visit to this national treasure and best-preserved castle in Japan.

Himej Castle

_________ are needed to maintain the park, including the grounds and landscaping.

Horticulturists. Horticulturists or landscape architects are needed to maintain the grounds and the various plants.

Popular airport foodservice contractors include Sodexo, ARAMARK, and __________.

Host International

Which of the following statements about career opportunities in the gaming entertainment industry is accurate?

Hotels on gaming entertainment properties are larger than non-gaming hotels, so there are more jobs available.

According to Danny Meyer, Founder of the Shake Shack, all employees are expected to focus on their work and respect each other. This is instilled into employees starting with their first day. Which functional area of restaurant management is recognized for providing training and feedback?

Human Resource Management

The Executive Committee of a 300 plus room hotel includes the Food and Beverage Director, Marketing and Sales Director, and Director of Engineering, as well as the _____.

Human Resources Director

Recruiting new employees, explaining employee benefits, and counseling employees on work-related problems are examples of this functional area of management.

Human resource management The National Restaurant Association has analyzed the functional areas of a restaurant manager's job and identified key tasks, which include human resource management, operations management, financial management, and more.

Coastal cruises use smaller boats, sail closer to land, and provide more limited accommodations but also provide passengers with experiences that might not be possible on a larger ship. What type of passenger would this type of cruise appeal to and why? Why do you think a passenger might select a coastal cruise over the more popular regional cruise?

I think that maybe retired couples or individuals that want to experience cruise travel on a smaller scale with less people, those that enjoy seeing nature up close without leaving their balcony. Those wanting to be able to dock in ports that are less crowded and less touristy so they can experience the more authentic more relaxed areas, is why I think some choose coastal cruises over regional ones.

An independent restaurant is owned by one or more proprietors who are involved in the day-to-day operations of the business and are not affiliated with a national brand or name. A chain restaurant may or may not be part of a franchise and is affiliated with a national brand, which provides training, support, and marketing assistance. If you were to own your own restaurant, which method of ownership would you select? What factors would you use in making this decision?

If I were to own my own restaurant I would have an independent one. The reason that I would go this route is because I would want my restaurant to be able to offer something different that the others wouldn't offer. It would allow me to be creative and more flexible to meet the needs and taste of my customers. Although the risk are greater for this type of business such as cash flow to make a profit, I do believe that creating something unique is better and will bring you customers that are tired of the same old thing that they can get anywhere.

Why does it make sense to regulate international airlines?

In order to provide standardized waybills and baggage checks as well as coordinate standard accounting practices and maintain stability of rates and fares. This provided for standardized practices across airlines and countries.

What steps have been enacted to reduce potential liability?

In order to reduce potential liability, some states have changed laws to only focus on establishments that serve alcohol to minors. Other steps that have been enacted to reduce liability include increased awareness of fake IDs, implementation of designated driver programs, and server training using programs such as ServSafe and TIPS.

What role do officers and committees play in club management structure?

In the club management structure, the officers represent the membership by establishing the operating policies, and the committees work together to establish effective activities.

Explain the logistical challenges of in-flight foodservice.

In-flight foodservice poses several logistical challenges including ensuring food is able to tolerate a range of heat and cold, providing an appetizing appearance, the ability of the food to fit on a tray and be microwaveable, and ensuring time of delivery before departure.

What do in-flight service managers do?

In-flight service managers are responsible for planning the menus, developing the purchase specifications, and arranging purchasing contracts.

Food and Beverage Operations

In-room dining server, sommelier

Benefits to the franchise company.

Increased market share & recognition. Up-front fees.

As a result of the sinking of the Titanic in 1912, more than 700 passengers lost their lives and as a result, this realization was made.

Increased safety regulations and sufficient lifeboats were needed. One outcome of the Titanic sinking was the realization that improved safety regulations, along with sufficient lifeboats, were needed to prevent this from happening again.

What is the advantage of different restaurant chains teaming up to serve products from both chains in the same location?

Increased sales.

How is the increasing globalism driving change in the industry?

Increasing globalism is driving change by embracing diversity and inclusion.

Name three trends in business and industry managed services.

Increasing numbers of sites contracting out food service operations, the need for B&I operations to break even, and some office buildings moving away from traditional B&I style operations to leasing space to commercially branded restaurants

One or more proprietors who are involved in the day-to-day operations of the business and are not affiliated with a national brand or name own this type of restaurant.

Independent

Darjeeling, Assam, and Dooar are all teas that originate from __________.

India

The ___________________ legalized casino gambling in New Jersey.

Indian Gaming Regulatory Act. The Indian Gaming Regulatory Act was passed in 1988 and provides a framework for conducting gambling on Indian reservations.

At a school lunch challenge sponsored by the American Culinary Federation, chefs were asked to create a meal with a raw food cost of under $1.00 that used raw ingredients and focused on ____________________.

Innovation, taste, and healthfulness

Which of these things is something a hotel would NOT do to decrease water consumption? Landscape with native plants Implement a linen and towel reuse program Install Energy Star appliances Install low-flow shower heads

Install Energy Star appliances

Which of the functional areas of restaurant management would the task of providing a fine dining quality product and experience be most closely aligned?

Operations Management

Teamwork is necessary in order to achieve what goal?

Overall guest satisfaction

White wine

Oysters, pork, Pheasant, salmon

Why do people join private clubs?

People join private clubs for several reasons including social, business, and for use of the recreational facilities.

Why is the gaming/entertainment industry growing so quickly?

People like to make wagers, the public has become more accepting of legalized gaming, local governments are becoming more supportive, and supply is beginning to meet demand.

What are the reasons why people travel to Hawaii?

People travel to Hawaii for the natural wonders including volcanoes, tropical forests, underwater caves, and the variety of water activities including scuba diving and deep sea fishing.

The triple bottom line or 3P approach focuses on ________________.

People, planet, and profits

Liaison Personnel

Person(s) responsible for translating corporate philosophy to the contractor and for overseeing the contractor to make certain that he or she abides by the terms of the contract.

What are executive meeting managers responsible for?

Planning small meetings in convention or conference hotel

What are the elements of theme park management?

Planning, organizing, decision making, communicating, motivating, and controlling

These clubs became popular in the 1970s and 1980s, operate on a for-profit basis, and charge a monthly membership fee.

Proprietary clubs

This sector continues to drive the industry, while home meal replacement and fast casual restaurant concepts are also gaining momentum with the public.

Quick service (fast food) The quick service concept continues to drive the industry with the wide variety of operations.

This sector drives the industry by offering limited menus, convenient locations, and low competitive prices.

Quick-service restaurants. The quick-service sector continues to increase in popularity through its market strategies of convenient locations, low prices, and fast service.

By definition, a seminar is a small group session led by an expert with 30 or fewer people in attendance. What are two things the Four Seasons hotel did in their wine seminar that made it unique?

The seminar occurred simultaneously at 15 different properties, and participants engaged on Twitter.

What are some skills 21st century chefs will need?

The skills needed by the 21st century chef will include a strong culinary foundation, passion, and training in everything from accounting to marketing.

This person is in charge of navigation and has officers reporting to them.

The staff captain The staff captain is in charge of navigation and has the first, second, and third officers reporting to them.

Name and describe the function of the different operations departments.

There are several departments including food and beverage, park operations, retail store, and entertainment, all of which must work together to provide the core product of entertainment for the visitor.

Name three famous festivals or events.

These are three famous festivals/events: Mardi Gras, Carnival in Rio, and Reggae on the River.

Define management contacts.

They involve little or no up-front financing or equity. After construction, the hotel company sells the property to a large insurance or finance company and keeps a contract to operate the hotel.

Describe the services offered by a tour operator.

They plan and organize, along with offering vacation packages that include travel, accommodations, meals, and more. They basically plan, promote, offer, and organize tours.

Fairmont Hotels and Resorts is a global leader in sustainable lodging, and their main program is the Green Partnership, designed to employ sustainable and responsible practices at both the corporate and individual property levels. Using the Fairmont Hotels and Resorts as inspiration, describe some steps that individual hotels can take to become more sustainable.

They should look into and try to incorporate as much as possible the sustainability partnership program the Fairmont Hotels & Resorts have put into place. 1. The first is responsible business in which they will follow environmental legislation as well as looking at local environmental issues before building. 2. Look at the ecosystem of the area in which you are wanting to build on and look at the impact it would have on for the immediate time and the future impacts that your hotel may have years to come. 3. Look at ways to reduce the hotel's environmental impact by putting in practices in every aspect of the hotel to reduce energy, water, and waste. 4. Education- train your staff of ways to make your hotel to be environmental friendly as well as your customers.

The Chinese market continues to grow and expand at a rapid pace and hotel chains are beginning to turn their focus to these types of cities.

Tier 2 and Tier 3

Delegating tasks, keeping accurate records, preparing agenda, and determining the priority of the items that need to be accomplished are all examples of this type of challenge.

Time management. The challenge of time management includes delegating tasks, keeping records, preparing agendas, and determining priorities.

One of the most famous cruise ships of all time is the __________, which is one of three ships that White Star launched to compete against Cunard.

Titanic Due to the tragic nature of the Titanic's only cruise, it is considered one of the most famous cruise ships of all time.

This theme park is not only one of the oldest in the world; it also follows many green practices, including a recycling program and the use of biofuel.

Tivoli Gardens, a theme park in Copenhagen, Denmark, is one of the oldest theme parks in the world and is sustainable in all that it does.

When thinking about the hospitality industry, it is helpful to think of an umbrella that covers the whole industry. Which of the following is NOT part of this umbrella? * accounting and taxation * attractions, gaming, parks and recreation * cruise ships, rail, and air * meetings, conventions and expositions

accounting and taxation

Why might a person consider a career in the hospitality industry?

You enjoy working with people and like an upbeat atmosphere.

Fusion cuisine is defined as ____________.

a blend composed of cuisines from two different styles, such as French and Thai A restaurant serving a fusion menu serves food that combines flavors and techniques from different styles combined into single dishes.

Jan Clarisonic coined the phrase a "Moment of Truth". A moment of truth happens whenever _____________.

a customer has an encounter with an employee of the business

The captain is responsible for making all executive decisions on the ship, and most captains possess all of the following EXCEPT ___________. * a captain's license * all required certifications from a maritime government body * a diploma from a maritime training school * a degree in travel and tourism

a degree in travel and tourism

It is necessary for the hospitality industry to embrace the concepts of diversity and inclusion as it has become ____________.

a global village (it continues to grow and employs or serves many from around the world)

Before a meeting is planned, ___________ must be conducted to determine the purpose and outcome of a meeting.

a needs analysis

Convention and visitor's bureaus play a key role in attracting tourism to cities and they are often funded by ___________.

a transient occupancy tax which is charged to most hotel guest.

The services provided by the hospitality industry are considered ___________________.

intangible because guest can not take them for a trial run.

As society continues to be more focused on creating healthier lifestyles and better eating, more restaurants are offering specialized _________ meals that are healthy, appetizing, and aesthetically appealing.

kids As society focuses on healthier eating and lifestyles, kids meals are also undergoing a change as more healthy options continue to be offered.

The two important elements of leadership that must be considered are _________________.

leadership characteristics (the traits of a good leader) and good habits (what the leader does every day)

Many businesses have implemented a code of ethics because _______________________.

managers needed a tool to help them make better decisions.

The challenge of health care managed services is to provide ____________.

many special meal requirements to patients with many dietary needs

Marketing, management, and human and professional resources all fall under the core competency of _____________.

operations

Most bars operate on some type of _________ level, which means that for every spirit bottle in use, there is a minimum number of bottles available as backup.

par stock

There are certain universal guiding principles that exist in all societies, religions, and cultures and these principles are based on the concept that _______________________

people's rights are important and should not be violated.

These cruisers may spend three, four, or five months aboard different cruise ships each year. They are referred to as __________.

perpetual cruisers Perpetual cruisers may have higher levels of income and enjoy cruising on different types of ships for a good portion of each year.

The Green Restaurant Association's seven environmental categories do NOT include __________.

pest control The GRA focuses on seven clearly defined categories that restaurants can use as a guide for improving their operations and their environment, but pest control is not one of those categories.

An important part of ___________ is staffing the park to provide the proper amount of staff to serve the guests.

planning

Managing a theme park is similar to managing other hospitality operations, and the first key element in the management process is ____________.

planning

An event planner is responsible for _______________.

planning the event from start to finish

Three classic social games are mah-jongg, dominoes, and _______.

poker

Stadiums provide several food service options including restaurants, vendors in the stands, concession stands, and ______________ where corporations can entertain guests and customers.

premium seating, aka skyboxes or superboxes Stadiums offer several types of food service options including premium seating areas that provide select customers a place to both entertain and watch the event.