HFT Exam 1
When determining the number of rooms assigned to a housekeeper, it's important to remember that suites count as _____ rooms. A) 2 B) 0 C) 3 D) 1
A) 2
The legal drinking age in the U.S. is: A) 21 B) 35 C) 18 D) 20
A) 21
The temperature danger zone (TDZ) is: A) 40 degrees F to 140 degrees F B) 37 degrees F to 142 degrees F C) 45 degrees F to 95 degrees F D) 45 degrees F to 145 degrees F
A) 40 degrees F to 140 degrees F
Liquor that is 80 proof contains what percentage of alcohol? A) 40% B) 10% C) 20% D) 30%
A) 40%
Which of the following is not included on the room service cart when the meal is delivered to the guest room? A) A copy of the daily event schedule B) Water glass C) Condiments D) Linens and silverware
A) A copy of the daily event schedule
Menu engineering is: A) A process that looks at the entire menu to determine which items are most profitable and which are not B) A process used to determine the overall food cost percentage per meal period C) A process that looks at what type of kitchen equipment is needed to create the menu items D) A process that involves working with a printer to create a nice layout
A) A process that looks at the entire menu to determine which items are most profitable and which are not
In classical French cuisine, a sauce would be thickened with a flour-based roux, while in nouvelle cuisine, a sauce could be thickened with: A) A purée of vegetables B) A concasse C) A gluten-free thickener D) Beet juice
A) A purée of vegetables
When setting the table, if a dessert spoon is needed it is placed: A) Above the base plate with the handle facing right B) Above the base plate with the handle facing left C) On the right side with the other spoons and knife D) On the left side with the forks
A) Above the base plate with the handle facing right
A restaurant server may also be considered: A) An independent sales person B) A future manager candidate C) Inexpensive labor D) A substitute cashier
A) An independent sales person
"86" is a term used in restaurants to signify: A) An item that is no longer available B) The average number of tables in a quick-serve restaurant C) The age of the oldest guest D) The average number of guests served during lunch
A) An item that is no longer available
A revenue budget includes: A) Anticipated sales and anticipated costs B) Cost of living increases and payroll taxes C) Cost of operating supplies and payroll expenses D) Anticipated costs and marketing expenses
A) Anticipated sales and anticipated costs
The largest revenue-generating department within the hotel's Food and Beverage Division is generally: A) Banquets B) Room Service C) Lounges D) Cafe
A) Banquets
In order to be classified as Champagne, a sparkling wine must: A) Be produced in the Champagne region of France B) Be produced in the Sonoma Valley of California C) Have very small bubbles when poured D) Be made using the Methode Champenoise
A) Be produced in the Champagne region of France
Which of the following items cannot be recycled? A) Bread B) Paper C) Glass D) Cardboard
A) Bread
The Director of Security is responsible for all of the following except: A) Changing the light bulbs in the parking lot when one goes out B) Addressing issues of theft on the job C) Handling the special needs of celebrities or other high-profile guests D) Ensuring the safety and security of all guests and employees
A) Changing the light bulbs in the parking lot when one goes out
One of the first things the Executive Housekeeper must do each morning is to: A) Check the rooms forecast and verify that enough housekeepers are scheduled to meet the needs of the day B) Provide a training mentor for new employees C) Interview possible new employees D) Do a walk-through of rooms with engineering
A) Check the rooms forecast and verify that enough housekeepers are scheduled to meet the needs of the day
The best method for communicating engineering needs is: A) Completing a maintenance request B) A weekly walk-through C) Stopping a member of the engineering team in the hall and asking them to fix something D) Complaining about a problem at the Executive Committee meeting
A) Completing a maintenance request
The first step in cleaning a guest room is: A) Conduct a visual check of the room to see if anything is missing B) Strip the linens from the bed C) Scrub the bathtub and wipe the vanity D) Replace missing items from the nightstand
A) Conduct a visual check of the room to see if anything is missing
What is the most important factor in having a successful business? A) Customer service B) Well-trained employees C) A strong bottom line D) Great advertising
A) Customer service
Hollandaise sauce is another of the mother sauces. It is most often linked to: A) Eggs Benedict B) Seafood bisque C) Salmon croquettes D) Lasagna
A) Eggs Benedict
The Property Management System (PMS) is used to: A) Electronically connect all hotel departments and view key financial data online B) Electronically connect all hotel rooms and allow engineering to control heat and air C) Electronically connect all hotel departments to the payroll system D) View guest reservations
A) Electronically connect all hotel departments and view key financial data online
A key concept behind back-to-basic cooking is: A) Evaluate the recipe and look for flavor improvement with each item B) Try to use foods that have been genetically modified C) Integrate food fads into menu offerings D) Never substitute another liquid if water is called for in the recipe
A) Evaluate the recipe and look for flavor improvement with each item
A typical request made by a guest to the concierge might be: A) Finding tickets to a hit play B) Telling them where to find a laptop repair shop C) Assistance checking in to their room D) Showing them where they parked their car
A) Finding tickets to a hit play
Which of the following is not a common behavior shown by someone using a fake ID? A) Firm handshake and warm smile B) Sweating C) Avoiding eye contact D) Fidgeting
A) Firm handshake and warm smile
When being considered for a management position, the applicant must have ______________ and ____________. A) Food service experience; a college degree B) Food service experience; wine knowledge C) Food service management training; 10 years work experience D) A college degree; front office experience
A) Food service experience; a college degree
Lemons, limes, pearl onions, and olives are all examples of: A) Garnishes B) Paper consumables C) Menu items D) Snack items
A) Garnishes
All of these departments report to the food and beverage director except: A) Gift Shop B) Catering / Banquet C) Culinary (Kitchen) / Stewarding D) Restaurant / Room Service
A) Gift Shop
An important consideration in managing rooms is to look at: A) Group bookings B) Future trends C) Single reservations D) Upcoming advertising campaigns
A) Group bookings
Whisky is made from a fermented mash of grain to which malt, in the form of barley, is added. It is stored in charred oak barrels to provide its unique flavor and color. The four distinct whisky types are bourbon, Scotch, Canadian, and: A) Irish B) Russian C) Chilean D) Greek
A) Irish
Guest privacy is important. When working with celebrities, therefore, it is necessary to: A) Keep guest information private B) Always get their autograph C) Inform the local media that a celebrity is staying at the hotel D) Take a picture of the celebrity with your cell phone and post it on Facebook
A) Keep guest information private
The Executive Committee is composed of: A) Key department heads from each division B) Hourly employees and management C) Representatives from each department D) Manager of Human Resources, Front Office Manager, and Executive Chef
A) Key department heads from each division
After the server enters the order in the POS, a ticket is printed in the: A) Kitchen B) Host station C) Cashier's station D) Manager's office
A) Kitchen
All of the following are key elements of the forecasting process, except: A) Knowing last year's requests for days off B) Knowing the average check amount C) Factoring in other variables that may impact business D) Knowing the past year's sales
A) Knowing last year's requests for days off
The biggest expense in every hotel department is: A) Labor B) Energy C) Food D) Marketing
A) Labor
One way to be sure items are stocked properly is to create signs that: A) List the par stock level B) List the items to be placed on the shelves by price C) List the items to be placed on the shelves in alphabetical order D) List the items to be placed on the shelves by customer preference
A) List the par stock level
Which is one of the most important factors to consider before opening a restaurant? A) Location B) Availability of employees C) Cost of food D) Tax Rate
A) Location
When employing the techniques of suggestive selling, it's best to: A) Offer natural suggestions that will complement the meal B) Just take the order; it's not worth the extra effort C) Push the chef's special of the day D) Explain to the guests you are trying to win a contest so they need to order something extra
A) Offer natural suggestions that will complement the meal
An a la carte menu: A) Offers items that are individually priced B) Offers a selection of one or more items for each course at a fixed price C) Lists the special items of the day D) Offers breakfast, lunch, and dinner at all times
A) Offers items that are individually priced
When creating the schedule it is important to consult the master floor plan to determine which rooms are vacant, occupied, or: A) Out of order B) Requesting new linens C) VIP D) Suites
A) Out of order
If a guest is served to the point of intoxication and gets into an accident not only the business but also the _____________________ may be held liable. A) Person who served the guest B) The car manufacturer C) The friends of the guest D) Anyone who may have been injured
A) Person who served the guest
Before sending dishes to the dishwasher they should be: A) Pre-washed B) Spot checked C) Hand dried D) Sanitized
A) Pre-washed
Limiting waste, but ordering the right amount of product for the forecasted business, helps maintain a: A) Profit B) Good relationship with the vendor C) Loss D) Happy staff
A) Profit
FIFO stands for "first in, first out." This is a method used in: A) Receiving B) Issuing C) Cost control D) Inventory control
A) Receiving
According to tradition, red wine is best served with: A) Red meat such as beef, lamb, or game B) Salad served with a vinegar-based dressing C) Fresh fruit D) Chicken or pork
A) Red meat such as beef, lamb, or game
A cycle menu is one that _________________ over a period of time. A) Repeats B) Remains the same C) Increases prices D) Falls
A) Repeats
The customer may not always be right, but it is important to make sure the customer feels: A) Respected B) Humiliated C) Smart D) Wanted
A) Respected
When assisting a guest with a difficult request, the concierge must exhibit all of the following traits except: A) Rudeness B) Diplomacy C) Knowledge D) Enthusiasm
A) Rudeness
A three-compartment sink has compartments for washing, rinsing, and: A) Sanitizing B) Pre-soaking C) Pot washing D) Soaking
A) Sanitizing
The Professional Organization for Concierges is referred to as: A) The Clefs d'Or B) The AH&MA Concierge division C) The ACBSP D) The Concierges Union
A) The Clefs d'Or
The catchment area refers to: A) The number of people living within a defined area who could potentially dine at your operation B) The number of similar operations in a specified geographic location C) The number of people who will receive your advertising D) The number of unique operations within a specified geographic location
A) The number of people living within a defined area who could potentially dine at your operation
The rack rate is: A) The standard rate for anyone reserving a room B) The lowest possible rate available C) A special promotional rate D) A rate that includes all meals
A) The standard rate for anyone reserving a room
Airport hotels generally may include all of the following types of properties except: A) Timeshare B) Luxury C) Economy D) Full-service
A) Timeshare
A hotel is made up of several businesses, also known as revenue or cost centers. A) True B) False
A) True
A luxury property is one that offers the ultimate in décor, 24-hour room service, business amenities including the latest in in-room technology, and recreational offerings such as a spa. A) True B) False
A) True
A main foundation of classical cuisine is the five mother sauces. A) True B) False
A) True
Another term for the timeshare or vacation ownership model is fractional ownership. A) True B) False
A) True
Anyone who has direct contact with the guest is considered to be working in a front-of-the-house position. A) True B) False
A) True
Associations such as the American Hotel & Lodging Association have produced preventative programs aimed at responsible alcohol beverage service. A) True B) False
A) True
Effective leaders are those who make things happen because they have developed the expertise to get the most out of their team by using their knowledge, skills, and attitude to achieve their goals. A) True B) False
A) True
In a franchise agreement, the franchisor generally supplies the operational systems, menus and recipe design, and management expertise. A) True B) False
A) True
In many smaller lodging properties, the Executive Chef may also serve as the food and beverage director. A) True B) False
A) True
It is common for many people in the hospitality industry to work 10 hours a day. A) True B) False
A) True
Lager is the malt beverage normally referred to as beer. A) True B) False
A) True
Most experts agree that the two main categories of restaurants are independent and chain. A) True B) False
A) True
RevPAR was developed by Smith Travel Research and is a measure used to compare how a hotel compares to other properties in a competitive set. A) True B) False
A) True
Suggestive selling is an effective way to increase restaurant sales. A) True B) False
A) True
The POS comprises a number of terminals that interact with a central system to keep track of food and beverage charges in the restaurant. A) True B) False
A) True
The first direct contact a guest often has with a hotel is with the reservations department. A) True B) False
A) True
The menu is the most important element of a restaurant's success. A) True B) False
A) True
The new standard in the hospitality industry is sustainability. A) True B) False
A) True
The philosophy of the hospitality industry has changed from one where managers planned, organized, and implemented specific strategies to one where managers provide counsel and opportunities for employees to think for themselves, creating a greater feeling of empowerment. A) True B) False
A) True
The professional organization for concierges is known as the Clefs d'Or, which promotes the highest professional and ethical standards within the industry. A) True B) False
A) True
The two categories of budget costs within a restaurant are fixed and variable. A) True B) False
A) True
The two elements used in forecasting restaurant sales are average check and covers. A) True B) False
A) True
The use of expert systems refers to using a basic form of artificial intelligence to make standard operating procedures available online at all times. A) True B) False
A) True
The website healthingdiningfinder.com is a great resource for diners looking to make healthy eating decisions when dining out. A) True B) False
A) True
When determining the food and beverage department's profitability, not only is food cost percentage important but also the contribution margin. A) True B) False
A) True
If any products on the delivery are not acceptable, they should be returned to the: A) Vendor B) Kitchen C) Manager D) Storeroom
A) Vendor
When working with one food product (for instance, raw beef), it's always important to __________ before touching another food (like a dessert). A) Wash your hands B) Ask for help C) Take a break D) Change cutting boards
A) Wash your hands
A person with the job of liaison personnel would be responsible for: A) Working with the contractor and host site to ensure all contractual obligations are met B) Scheduling employees C) Working with vendors to ensure all purchases are made correctly
A) Working with the contractor and host site to ensure all contractual obligations are met
When taking reservations for parties of 2 or 4, the average meal lasts approximately ___________ minutes. A) 30 B) 90 C) 45 D) 60
B) 90
The primary difference between franchise ownership and management contracts is: A) A franchise requires virtually no up-front financing, while a hotel management contract requires a large down payment B) A franchisee receives several benefits including a centralized reservation system, national advertising, and specific plans to follow up when building, while a hotel management contract is a partnership between developers and owners who do not want to be involved in day-to-day operations C) A franchisee is not required to meet specific standards for exterior maintenance and service levels, while a hotel management contract requires specific standards to be met D) The only difference between a franchise and a hotel management contract is the amount of annual fees to be paid
B) A franchisee receives several benefits including a centralized reservation system, national advertising, and specific plans to follow up when building, while a hotel management contract is a partnership between developers and owners who do not want to be involved in day-to-day operations
Yield management practices were designed to maximize revenue based on fluctuating demand. The practice of yield management originated in the ___________ industry. A) Hotel B) Airline C) Restaurant D) Railway
B) Airline
Ecotourism refers to: A) Dude ranches B) An emphasis on nature and native cultures C) Visiting areas of a country that have the greatest impact on the economy D) Geological digs for a fee
B) An emphasis on nature and native cultures
A cushion level is: A) The thickness of the banquette cushions B) An extra number of items added . to an order to prevent running short C) An extra few dollars added to the revenue forecast each meal period D) An additional server or cook scheduled in case of extra business
B) An extra number of items added . to an order to prevent running short
Delegation means: A) Asking someone to do a job you prefer not to handle B) Authorizing someone to complete a task C) Sharing job duties D) Giving unlimited power
B) Authorizing someone to complete a task
Which of the following is NOT a characteristic of a business traveler? A) Young B) Chooses to experience new cultures C) Usually a shorter stay D) Spends more money
B) Chooses to experience new cultures
Lager is described as a: A) Very dark ale B) Clear, light-bodied beer C) Beer with heavy foam and a rich taste of hops D) Ale with a strong, sweet flavor
B) Clear, light-bodied beer
The first documented ordinary, built in Boston in approximately 1663, was called: A) Stadt Huys B) Cole's Ordinary C) Court of the Two Sisters D) Hudson House
B) Cole's Ordinary
Labor management systems can track employee working time, manage the payroll, track human information, and: A) Track food sales B) Collate tip information C) Determine average check D) Analyze guest activity
B) Collate tip information
When determining the cost per drink, which of the following items is not required? A) Cost per ounce of each liquor used B) Cost of paper items, such as cocktail napkins or picks C) Cost per ounce of each mixer used D) Cost of any food garnish
B) Cost of paper items, such as cocktail napkins or picks
When delegating a task to another manager it is important to do all of the following except: A) Delegate the entire task, not just a portion B) Delegate only the parts of the task that you don't want to complete C) Set an end date for the task D) Thank them for completing the task
B) Delegate only the parts of the task that you don't want to complete
If the budget indicates insufficient projected revenue to cover costs, what can be done to correct the situation? A) Close down a department B) Discuss ways to trim costs C) Hope for the best D) Rewrite the budget so the revenue is there
B) Discuss ways to trim costs
What is the name of the legislation that governs the sale of alcoholic beverages? A) Common law B) Dram shop C) Limited liability D) ServSafe Alcohol
B) Dram shop
The cost of lighting a facility can be as much as 30 to 40 percent of the total electricity consumption of a facility. One way to reduce this cost would be to: A) Use fluorescent lights whenever possible B) Employ motion detectors to use lighting only when necessary C) Use the most powerful lights possible to light the roadway D) Change lightbulbs every 30 days
B) Employ motion detectors to use lighting only when necessary
The control system used to monitor system load and adjust HVAC usage is referred to as the: A) Electric Management System B) Energy Management System C) Electric Maintenance System D) Energy Maintenance System
B) Energy Management System
A food and beverage director generally works Monday through Friday from 8:00 a.m. to 4:30 p.m. A) True B) False
B) False
A hospitality company that wishes to expand rapidly by using other people's money instead of acquiring its own financing is known as a REIT. A) True B) False
B) False
A spirit contains a low percentage of alcohol and is made using a yeast-based fermenting process. A) True B) False
B) False
Back of the house departments typically include purchasing, food production, stewarding, and lounges. A) True B) False
B) False
Building an environmentally conscious lodging facility is not a cost-effective solution, due to the cost of building materials. A) True B) False
B) False
Burger King is the largest chain in the quick-service category. A) True B) False
B) False
By definition, a guest is only someone who purchases a service or product from a hospitality provider. A) True B) False
B) False
Property management systems were established in the 1990s so guests could use their smartphones to view their bills online. A) True B) False
B) False
Red wine should never be served with dessert. A) True B) False
B) False
The executive committee is responsible for making all the major decisions affecting the hotel. A) True B) False
B) False
The most important winemaking grape varietal is Vitis Zinfandel. A) True B) False
B) False
The rooms division includes the room service (or in-room dining) department along with reservations, guest services, and security. A) True B) False
B) False
The word "hospitality" comes from the French word "hospice," which means "to provide care for the aging." A) True B) False
B) False
Luxury, Upper Upscale, Upper Midscale, Midscale, and Economy hotels have been classified as such using the Forbes Travel Guide's Five Star rating process. A) True B) False
B) False
Traditionally, about 35 percent of a hotel's operating profit comes from the food and beverage division. A) True B) False
B) False
A resume is a tool used by prospective employers to: A) Verify criminal record B) Gain a better understanding of an applicant's past experiences and skills C) Clarify salary requirements D) Verify past places of employment
B) Gain a better understanding of an applicant's past experiences and skills
White grapes used to make white wines include chardonnay, sauvignon blanc, pinot blanc, and: A) Merlot B) Gewürztraminer C) Zinfandel D) Shiraz
B) Gewürztraminer
When a guest uses a credit card to secure their room it is referred to as a: A) Standard reservation B) Guaranteed room C) Credit card hold D) Walk-over
B) Guaranteed room
A cafeteria that uses the scatter system is one that: A) Is set up in a straight line, and all guests must follow the same path B) Has multiple stations for guests to choose from C) Offers a grill for burgers and sandwiches D) Has a salad bar
B) Has multiple stations for guests to choose from
Menu items that taste great and are lower in fat may be referred to as: A) Organic B) Heart-healthy C) Trendy D) Diet items
B) Heart-healthy
Which of the following is not included in managed services? A) Prisons B) Hotel restaurant C) Colleges and universities D) Military
B) Hotel restaurant
The largest department of the hotel, based on number of employees, is: A) Room service B) Housekeeping C) Security D) Front office
B) Housekeeping
A general rule of thumb when working with celebrities is never to ask: A) If they need anything special B) If you can have their autograph C) If they are enjoying their stay D) If they would like a reservation in the restaurant
B) If you can have their autograph
A manager who tends to be uninvolved in the decision-making process and allows employees to make most decisions might be described as a(n) __________________ type manager. A) Authentic B) Laissez-faire C) Participative D) Authoritarian
B) Laissez-faire
Hotels may be classified by all of the following methods except: A) Type B) Logo C) Location D) Size
B) Logo
When writing a resume, action words are used to: A) Make the reader exhausted B) Make the applicant stand out from other applicants by highlighting skills C) Make the applicant appear to be more qualified than they really are D) Create extra work for the resume writer
B) Make the applicant stand out from other applicants by highlighting skills
Which of the following is not one of the five mother sauces? A) Bechamel B) Mayonnaise C) Veloute D) Tomato Sauce
B) Mayonnaise
When taking a guest reservation, which item is not required? A) Number of guests in the party B) Method of payment C) Guest name D) Time of the reservation
B) Method of payment
A resort hotel is almost always located: A) Near the freeway B) Near a gateway spot such as a beach or ski area C) In a suburban setting D) Near an airport
B) Near a gateway spot such as a beach or ski area
The executive committee is made up of directors from the various divisions within the hotel and typically meets weekly to discuss many topics such as guest satisfaction, employee satisfaction, training, and: A) Transportation costs B) Occupancy forecasts C) School board elections D) Craft fairs and carnivals
B) Occupancy forecasts
Suggestive selling is: A) Something only done in quick-service restaurants B) Offering suggestions of food or beverage items that will enhance the dining experience C) Asking the guest if they would like fries with their order D) Encouraging the guest to buy the most expensive item so the server makes more tips
B) Offering suggestions of food or beverage items that will enhance the dining experience
A California menu: A) Offers items that are individually priced B) Offers breakfast, lunch, and dinner at all times C) Offers a selection of one or more items for each course at a fixed price D) Lists the special items of the day
B) Offers breakfast, lunch, and dinner at all times
One method used in restaurants to make sure stations aren't overstocked is called the _______________________ method. A) Inventory control B) Par stock C) Standing inventory D) Forecast
B) Par stock
Involving employees in the decision-making process is an example of ________ leadership. A) Laissez-faire B) Participative C) Authoritarian D) Authentic
B) Participative
When listing previous jobs on a resume, it is important to: A) Use lots of abbreviations and industry jargon B) Provide a brief description of the job C) List every single duty of the position D) Make the job sound more important than it was
B) Provide a brief description of the job
An example of a potentially harmful food is: A) Ready-to-eat salad B) Raw chicken C) Popcorn D) Chocolate chip cookies
B) Raw chicken
The grease in the grease traps can be: A) Reformulated B) Recycled C) Returned D) Reused
B) Recycled
Low-flow showerheads are used to: A) Shorten guest shower time B) Reduce costs by providing good water pressure but using less water C) Meet government requirements for water use D) Enhance the look of guest room showers
B) Reduce costs by providing good water pressure but using less water
The average daily rate (ADR) is calculated by this formula and is one of the key operating ratios: A) Rooms Occupied / Rooms Available B) Rooms Revenue / Rooms Sold C) Rooms Sold / Rooms Revenue D) Rooms Occupancy x Average Daily Rate
B) Rooms Revenue / Rooms Sold
In addition to seating guests, another important function of the host/hostess is to: A) Maintain the curbside appeal by making sure the exterior of the restaurant is attractive and welcoming B) Rotate arriving guests among stations to avoid overloading one particular station C) Remove extra place settings from the table D) Offer guests a variety of beverages and specials
B) Rotate arriving guests among stations to avoid overloading one particular station
You should look for all of the following when checking to see if a bill is counterfeit, except: A) Quality of printing B) Signature C) Red and blue fibers D) Color
B) Signature
When scheduling employees, it is important to take both the forecast and the employees' _________________ into consideration. A) Training B) Skill level C) Personalities D) Request for time off
B) Skill level
The three primary financial statements used to address performance are the income statement, the balance sheet, and the: A) Uniform System of Accounts B) Statement of Cash Flows C) Stock Option Plan D) Average Daily Rate
B) Statement of Cash Flows
Yield management is a method of applying the principles of ________ and ________ to maximize room revenue and occupancy. A) RevPAR; occupancy B) Supply; demand C) Reservations; suggestive selling D) Yield; supply
B) Supply; demand
Employee theft is a serious problem. Employees caught stealing are subject to: A) A written warning B) Termination C) A verbal warning D) A mandatory 3-day suspension
B) Termination
The concierge reports to: A) Security B) The Rooms division C) Engineering D) The Food and Beverage division
B) The Rooms division
Sustainability is: A) An emphasis on the production aspect of the business B) The ability to achieve ongoing economic prosperity while protecting natural resources C) The process of developing business plans that address current economic circumstances D) The philosophy of increased employee empowerment
B) The ability to achieve ongoing economic prosperity while protecting natural resources
The most important part of the kitchen layout is: A) The dish room B) The cooking line C) The pass D) The storeroom
B) The cooking line
The General Manager is responsible for: A) Providing a high return on investment to the hotel owners B) The entire operation of the hotel C) Creating unique marketing campaigns D) Maintaining a membership in local charitable clubs
B) The entire operation of the hotel
One of the largest providers of onsite and remote foodservice is: A) Schools and universities B) The military C) Business and industry D) Healthcare facilities
B) The military
New money spent by tourists and then spent by hotels and restaurants in the community for goods and services is known as: A) Disposable income B) The multiplier effect C) The ripple effect D) A tax exemption
B) The multiplier effect
Actual market share refers to: A) A small group of people who share a specific set of needs B) The number of guests who choose to dine at a particular business C) The number of people living within a defined area that could potentially dine at a particular business D) An equal number of guests who could dine at a particular business
B) The number of guests who choose to dine at a particular business
The Room Service department provides guests: A) Meals to go B) The option of dining in their room or hosting a reception in their suite C) Turn-down service D) A mini bar in the room filled with snacks
B) The option of dining in their room or hosting a reception in their suite
Properly set tables sends a message to the guests about: A) The quality of the food B) The quality of service that can be expected C) The amount of training conducted D) The type of silverware used
B) The quality of service that can be expected
Which are two characteristics of leisure travelers? A) They are retired and prefer to stay somewhere with a concierge B) They take shorter trips and often travel by car C) They enjoy flying and tend to spend more money on their trip D) They spend more money and are young
B) They take shorter trips and often travel by car
Which of the following is not one of the three main functions of the front office? A) To maintain balanced guest accounts B) To maintain guest room cleanliness C) To offer services such as handling mail, messages, and providing information about the hotel and local events D) To sell rooms
B) To maintain guest room cleanliness
A successful TQM process is a __________________ process that must have active commitment from all employees in order to be successful. A) Bottom-up B) Top-down, bottom-up C) Top-down D) Self-directed
B) Top-down, bottom-up
A vacation club system of ownership allows owners to do all of the following except: A) Share the use and upkeep costs of their property and common space B) Use the property at any time during the year with no advanced notice C) Purchase fully furnished vacation accommodations for specific intervals D) Not be surprised by hidden costs associated with a vacation because the fees are determined in advance
B) Use the property at any time during the year with no advanced notice
Which of the following is not a method used to conserve resources? A) Recycle B) Use the running water method of defrosting food C) Replace incandescent lights with fluorescent lights D) Turn out lights in areas not being used
B) Use the running water method of defrosting food
An authoritarian leadership style is one that: A) Encourages employee involvement in the decision-making process B) Utilizes a non-negotiable decision-making process C) Gathers opinions from multiple people before making a decision D) Disengages from the decision-making process
B) Utilizes a non-negotiable decision-making process
Curbside appeal is described as: A) The atmosphere created by the decor, lighting, service, and entertainment B) Visual appeal and cleanliness designed to encourage people to dine in a particular restaurant C) The advertising and signage outside the restaurant D) A clean drive-through window at a quick-service restaurant
B) Visual appeal and cleanliness designed to encourage people to dine in a particular restaurant
Béchamel is a classic _____________ sauce. A) Brown B) White C) Red D) Cheese
B) White
Plates should be sent to the dining room looking neat. If you notice a smudge on a plate, what should you never do? A) Ask the server to wipe the plate B) Wipe the plate with a dirty towel C) Wipe the plate with a clean towel D) Point it out to the expediter
B) Wipe the plate with a dirty towel
A green business: A) Uses green as an accent color in the dining room B) Works to conserve resources and is aware of their environmental impact C) Offers a primarily vegetarian menu D) Is focused on high profits
B) Works to conserve resources and is aware of their environmental impact
Cultural tourism is motivated by: A)Health and fitness opportunities B)An interest in cultural events C)Infrastructure D)Lifestyle and heritage offerings of a community
B)An interest in cultural events
A housekeeper is required to clean _____ rooms per day. A) 17 B) 16 C) 15 D) 14
C) 15
Rent/lease cost should be between _________________ % of a restaurant's total sales. A) 7-10 B) 8-12 C) 5-8 D) 10-15
C) 5-8
Leisure travelers account for approximately what percent of domestic travelers? A) 90% B) 70% C) 82% D) 50%
C) 82%
The needs of the business traveler are different than those of the leisure traveler because: A) Business travelers pay a higher room rate B) Leisure travelers are on vacation and have no cares C) A delay in servicing their request may result in a lost sale D) Most business travelers are VIPs and must be treated differently
C) A delay in servicing their request may result in a lost sale
Nouvelle cuisine is: A) An elaborate or artful contemporary cuisine B) Quick and family-oriented C) A lighter, healthier cuisine based on using more natural flavors D) A cuisine that relies heavily on deep-fat frying and robust flavors
C) A lighter, healthier cuisine based on using more natural flavors
A table d' hôte menu includes: A) A separate price for each menu item B) Breakfast served all day C) A multi-course meal (appetizer, entree, dessert) for a fixed price D) A muti item buffet
C) A multi-course meal (appetizer, entree, dessert) for a fixed price
A city ledger account is: A) A guest room account B) An account for city officials to use when staying at the hotel C) A special type of account established by a company D) A vendor account
C) A special type of account established by a company
In this type of service, food is prepared and plated in the kitchen, carried into the dining room, and served to guests: A) Russian B) Cafeteria C) American D) A la carte
C) American
Guest safety is a key concern at the Front Desk. When giving a guest a room key, the Front Desk agent should never: A) Thank the guest for staying at the hotel B) Explain the services that are provided to the guest, such as complimentary breakfast C) Announce the guest room number out loud D) Explain the hotel safety procedures
C) Announce the guest room number out loud
A budget is an itemized listing of ___________ and _____________. A) Anticipated income; future wages B) Future revenue; past expenses C) Anticipated revenue; projected expenses D) Past revenue; future expenses
C) Anticipated revenue; projected expenses
Which of the following is not part of the initial reservation process? A) Ask for the dates of their stay B) Ask for the number of guests in the party C) Ask if there will be any pets or children in the room D) Ask the guest for their name
C) Ask if there will be any pets or children in the room
The balance sheet shows the difference between _________ and ______________. A) Liabilities; equity B) Cash flow; cash expenditures C) Assets; liabilities D) Assets; equity
C) Assets; liabilities
ADR stands for: A) Annual daily reservations B) Approximate daily rental C) Average daily rate D) Average dollars per room
C) Average daily rate
The goal of the reservation department is to sell all of the hotel rooms for the maximum possible price while: A) Selling more rooms than the competition B) Avoiding guest resentment at not having the type of room requested C) Avoiding guest resentment at being overcharged D) Meeting sales quotas
C) Avoiding guest resentment at being overcharged
Concierge services are usually not provided at which type of property? A) Downtown boutique B) City Center convention C) Bed and breakfast D) Upscale resort
C) Bed and breakfast
A business that creates their own line of salad dressing or other signature items to sell in retail stores is attempting to build: A) Extra work for the chefs B) Extra revenue C) Brand recognition D) A new business model
C) Brand recognition
C02 tanks are used to add ___________ to soft drinks and beer. A) Flavor B) Hops C) Carbonation D) Extra refrigeration
C) Carbonation
A base plate is also referred to as a: A) Dinner plate B) Service plate C) Charger D) Underliner
C) Charger
When presented with the room service guest check, the guest has the option of paying by _________ or ____________. A) Cash; check B) Charging to the guest ledger account; paying cash C) Charging to the guest room; paying cash D) Debit card; credit card
C) Charging to the guest room; paying cash
One way to help decrease potential problems that a guest may have with the dining experience is to: A) When serving the food ask, "Who gets this?" B) Thank the guest for dining with you when they check out C) Check back with the table during the meal to make sure everything is okay D) Be sure to repeat the order back to the customer after taking it
C) Check back with the table during the meal to make sure everything is okay
The team of employees that stays to clean the restaurant at the end of the day are often called the: A) Swing shift B) Openers C) Closers D) Managers
C) Closers
Which of the following is not a step in the night audit process? A) Run a preliminary report showing total revenue generated by the hotel B) Compare preliminary charges to actual charges C) Compare menu prices of banquets and room service D) Check for errors on the preliminary report
C) Compare menu prices of banquets and room service
Most managed services operations are run by: A) Franchisees B) Self-Operators C) Contractors D) Employees
C) Contractors
The food cost percentage is determined by this formula: A) Food sales x Cost of Food B) Food sales / Labor Cost C) Cost of food / Food Sales D) Revenue - Variable expenses
C) Cost of food / Food Sales
Batch cooking allows the kitchen to: A) Create new menus quickly B) Create separate meals and freeze them for future use C) Create a large amount of food at specific times of the day D) Create the same food items each day
C) Create a large amount of food at specific times of the day
If too few employees are scheduled for the anticipated business, what might suffer? A) Employee attitude B) Labor forecast C) Customer service D) Sales
C) Customer service
Revenue per available room (RevPAR) is a key indicator used to: A) Determine if rooms are being sold for enough money B) Determine the number of guest rooms occupied per night C) Determine the revenue per available room and compare to other properties D) Check on the front office clerk's ability to suggestive sell
C) Determine the revenue per available room and compare to other properties
A successful concierge demonstrates competency in all of the following except: A) Knowledge of local events B) Problem solving C) Dog walking D) Multitasking
C) Dog walking
Using the "follow me" method of training often results in: A) Employees resenting having to train new employees B) Employees performing at their peak C) Employees adopting bad habits D) Improved customer satisfaction
C) Employees adopting bad habits
A key objective in maintaining guest satisfaction is: A) Offering lower prices than the competition B) Providing additional customer service training for all employees C) Encouraging guest loyalty D) Offering discount coupons to targeted markets
C) Encouraging guest loyalty
A four diamond hotel would exhibit the following properties: A) Higher service and comfort levels, more sophisticated B) Average roadside appeal, some landscaping, and a noticeable enhanced interior C) Excellent roadside appeal and service levels that anticipate the guest's needs before they ask D) Highest possible service levels, sophistication, and offerings
C) Excellent roadside appeal and service levels that anticipate the guest's needs before they ask
During busy lunch and dinner shifts, a more experienced cook may work as a(n): A) Kitchen manager B) Dishwasher C) Expediter D) Order taker
C) Expediter
A restaurant that offers more formal levels of service, including a menu using items primarily made from scratch, is known as a ______________________ restaurant. A) Family B) Casual C) Fine dining D) Fusion
C) Fine dining
When scheduling employees, the _________________ is used as a guide. A) Labor percent B) Employee's requests for time off C) Forecast D) Last month's schedule
C) Forecast
When writing a weekly schedule it's important to consider all but which of the following: A) Requests for time off B) Employee skill level and ability C) Friends D) Hotel occupancy
C) Friends
An example of a revenue-generating department would be: A) Security B) Concierge C) Front office D) Engineering
C) Front office
Spirits are distilled and fermented beverages made from: A) Hops B) Herbs C) Grains D) Fruits
C) Grains
Working for a franchise provides all of the following benefits except: A) Maximized buying power B) Shared marketing expenses C) Guaranteed 40-hour work week for managers D) Greater brand recognition
C) Guaranteed 40-hour work week for managers
The mechanical system used to control heating, ventilation, and air conditioning is referred to as the: A) AC system B) HV system C) HVAC system D) HVA system
C) HVAC system
When washing dishes using a commercial dishwasher or by hand, which is not one of the three cycles that must be completed? A) Wash B) Rinse C) Hand dry D) Sanitize
C) Hand dry
With the population aging there is an increased need for service in which sector? A) Schools and universities B) Military C) Healthcare and nursing homes D) Business and industry
C) Healthcare and nursing homes
Which of the following is not part of the Restaurants and Managed Services segment of the industry? A) Cafeterias on military bases B) Catering C) Hotels D) Fine dining restaurants
C) Hotels
Which of the following is a potential drawback to offering food and beverage service in a hotel? A) Added convenience for the guests B) Added appeal to both hotel guests and locals C) Increased expenses, particularly for labor and food D) Potential additional revenue for the hotel
C) Increased expenses, particularly for labor and food
During the receiving process, the person receiving the order takes the ________ and __________ it to what is actually received. A) Order; subtracts B) Receipt; adds C) Invoice; compares D) Clipboard; compares
C) Invoice; compares
Controllable expenses are considered: A) Items that cost the same regardless of business B) Items that are very expensive C) Items that can be controlled through good management practices D) Items that can be replaced with lower-quality items
C) Items that can be controlled through good management practices
The tool used by bartenders to measure liquor when pouring drinks is called a: A) Pour spout B) Measuring cup C) Jigger D) Funnel
C) Jigger
Employees working in a hotel must have all of the following characteristics except: A) Flexibility B) Service mindset C) Laziness D) Excellent communication skills
C) Laziness
Sauvignon Blanc is a popular white wine that can be paired with many foods. It goes especially well with: A) Melons B) Venison C) Light shellfish D) Chocolate
C) Light shellfish
One sure method for controlling costs when making drinks is to: A) Add extra garnish so the drink looks nicer B) Sample the drink to make sure it tastes good C) Make the drink correctly the first time D) Use the standard recipe as a guide but not a rule
C) Make the drink correctly the first time
In order to be successful, a GM needs to have a broad range of personal qualities. Which of the following is not one of the qualities most listed by other GMs? A) Attention to detail B) Patience C) Micromanaging D) Leadership
C) Micromanaging
The primary difference between a franchise hotel and a hotel maintained by a management company is: A) Maximized buying power B) Consistent Marketing C) No franchise fees required D) Strict adherence to standards
C) No franchise fees required
A table d'hôte menu: A) Lists the special items of the day B) Offers breakfast, lunch, and dinner at all times C) Offers a selection of one or more items for each course at a fixed price D) Offers items that are individually priced
C) Offers a selection of one or more items for each course at a fixed price
One growing food trend is the use of: A) Chocolate in entrees B) Smaller portions C) Organic products D) Low-fat alternatives
C) Organic products
To be a successful expediter, you must have strong ________________ and ______________ skills. A) Cooking; cleaning B) Cooking; writing C) Organizational; communication D) Organization; scheduling
C) Organizational; communication
POS stands for: A) Pork on salad B) Problem occupancy situation C) Point of sale D) Please order soup
C) Point of sale
Restaurants based in gas stations are known as: A) Shared location B) Point of no return C) Points of service D) Point of sale
C) Points of service
P&L stands for: A) Protection and law B) Profit and loans C) Profit and loss D) People and labor
C) Profit and loss
Suggestive selling is a technique used by the front desk agent to: A) Guarantee their deposit B) Make the guest pay a higher room rate C) Provide the guest with a better experience by offering an upgrade to the room, which also provides additional revenue to the hotel D) Entice the guest to order room service
C) Provide the guest with a better experience by offering an upgrade to the room, which also provides additional revenue to the hotel
The expediter is responsible for conducting the last: A) Food order B) Role call C) Quality check D) Inventory
C) Quality check
Working for a franchised hotel provides more security than working for an independent hotel but also: A) Requires a minimum of continuing education each year B) Requires franchisees to negotiate their own contracts with vendors C) Requires franchisees to pay franchise fees and adhere to strict operating standards D) Has no special requirements for franchisors
C) Requires franchisees to pay franchise fees and adhere to strict operating standards
The lodging segment of the industry includes all of the following except: A) Resorts B) Hotels C) Restaurants D) Motels
C) Restaurants
Students studying late at night or workers on late shifts are increasing the demand for: A) Changes in menu to items that are name brand B) More "to go" items C) Round the clock service D) Set hours of operation
C) Round the clock service
When eggs are kept out of the refrigerator too long, the risk of _________________ increases. A) Clostridium perfringens B) Botulism C) Salmonella D) Listeria
C) Salmonella
Blush wines are known for their pink color and are very light and sweet. They pair well with: A) Chocolate B) Red Meat C) Seafood D) Fettucini Alfredo
C) Seafood
Items left behind by a guest should be: A) Ignored B) Taken home by the employee that found them C) Taken to the lost and found desk where they can be logged and the guest contacted D) Reported to a manager
C) Taken to the lost and found desk where they can be logged and the guest contacted
In its simplest form, "market" means: A) Wall Street B) The customers who dine at your business C) The audience you want your business to reach D) A grocery store
C) The audience you want your business to reach
One benefit of being associated with a chain restaurant is: A) Contractual obligations must be met or the rights to manage the operation can be taken away from the operator B) The owner has independence, creativity, and flexibility C) The chain can have outlets in various geographical locations D) Access to cash can be limited due to a single revenue stream
C) The chain can have outlets in various geographical locations
The controller is responsible for: A) Booking group business B) The front desk and housekeeping C) The money side of the hotel including billing and accounts receivable D) The safety of the building
C) The money side of the hotel including billing and accounts receivable
Food cost percentage is a guide used to measure: A) How many employees should be scheduled per meal period B) If the cooks are doing a good job C) The success of the restaurant D) How much money can be spent on the food order
C) The success of the restaurant
The daily pre-shift meeting is also used for some quick: A) Review of policies B) Discussion of financial plans C) Training D) Uniform checks
C) Training
Motion sensors are used in guest rooms and meeting rooms to: A) Eliminate the need for housekeeping to turn on lights when cleaning B) Turn off lights based on a usage schedule C) Turn lights on only when someone is in the room D) Detect when someone is in a restricted area
C) Turn lights on only when someone is in the room
A popular food request in many managed services operations is for _________________ or heart healthy items. A) High fat B) Organic C) Vegetarian D) High sugar
C) Vegetarian
The standard pour used for most mixed drinks is: A) 1/2 ounce B) 1 and 1/2 ounce C) 3/4 ounce D) 1 ounce
D) 1 ounce
When taking reservations, a good rule of thumb is to leave _____ of the tables available for walk-in business. A) 1/8 B) 1/3 C) 1/2 D) 1/4
D) 1/4
Working in healthcare foodservice, managers might need to create meals for ______ or more special diets. A) 4 B) 6 C) 8 D) 10
D) 10
The corporate rate is usually discounted _____ % off the rack rate. A) 20-25 B) 5-10 C) 25-30 D) 10-30
D) 10-30
A flight-type dishwasher has ______ compartments: A) 2 B) 1 C) 4 D) 3
D) 3
Cross-contamination may occur when: A) A cook takes dirty dishes to the dish machine, washes his/her hands, and returns to the work station B) When gloves are worn C) A cook cooks an egg in one frying pan and bacon in another frying pan D) A cook handles raw product, such as meat or eggs, and then handles another product without washing his/her hands
D) A cook handles raw product, such as meat or eggs, and then handles another product without washing his/her hands
The path to becoming a food and beverage director takes many years and should include time spent in the kitchen, stewarding, restaurants, purchasing, and beverage. After experience is gained in each of these departments, it is recommended that experience be gained as a department manager at: A) It makes no difference where the experience occurs B) The same hotel where the original training occurred C) A different company from where the original training occurred D) A different hotel than where the original training occurred
D) A different hotel than where the original training occurred
A storeroom requisition lists the ________________ needed to meet the production needs of the shift. A) Dry goods B) Produce C) Meat D) All of the above
D) All of the above
In addition to using the forecast for scheduling, it is also used to: A) Place orders B) Generate sales opportunities C) Create marketing promotions D) All of the above
D) All of the above
One way to recognize staff is to: A) Hold a small birthday celebration each month B) Hold incentive contests based on performance goals C) Thank them for a job well done D) All of the above
D) All of the above
The restaurant concept: A) Drives many business decision, such as choosing a location and decor B) Helps define the market to be served C) Determines if a restaurant will be fine dining or casual D) All of the above
D) All of the above
The travel and tourism segment of the industry includes all of the following except: A) Automobile B) Travel agencies C) Cruises D) All of these are part of the travel and tourism segment
D) All of these are part of the travel and tourism segment
The server assistant is responsible for: A) Properly setting the tables in the dining room B) Keeping the dining room stocked and organized C) Assisting the server during meal service D) All of these are responsibilities of the server assistant
D) All of these are responsibilities of the server assistant
Which of the following are considered trends in the hospitality industry? A) Health, safety, and security B) Increased usage of social media and mobile devices C) Globalization D) All of these are trends
D) All of these are trends
Two of the most widely known managed services contractors are: A) Aramark and Hyatt B) Aramark and McDonald's C) Sodexho and Choice Properties D) Aramark and Sodexho
D) Aramark and Sodexho
In the menu development process, items that are called Stars are those that: A) Are not popular but are profitable B) Are neither popular or profitable C) Are popular but not profitable D) Are both popular and profitable
D) Are both popular and profitable
The night auditor may also be called upon to perform which duties during their shift? A) Assist the housekeepers with turn-down service B) Deliver room service to guests C) Help the valet parkers D) Assist at the front desk
D) Assist at the front desk
A salamander is a special type of kitchen equipment used for: A) Deep frying B) Sautéing C) Grilling D) Broiling
D) Broiling
Fast casual restaurants, such as Chipotle Mexican Grill or Five Guys Burgers and Fries, combine elements of quick-service restaurants and: A) Family dining B) Ethnic C) Dinner house D) Casual dining
D) Casual dining
When checking a guest ID, it is important to do all of the following, except: A) Compare the facial structure of the photo to the facial structure of the guest B) Look for signs of tampering, such as broken lamination C) Look fo changed font or typographical errors D) Compare hair color in photo to the guest's hair color
D) Compare hair color in photo to the guest's hair color
Using standard recipes for making drinks allows the operation to: A) Win recipe contests B) Prevent guests from having their favorite drink C) Prevent creativity D) Control costs and provide a consistent product
D) Control costs and provide a consistent product
Stout is a: A) Beer brewed in the style of the Czech Republic B) Fuller bodied and more bitter beer than lager C) Clear light-bodied beer D) Dark ale with a sweet, strong, malt flavor
D) Dark ale with a sweet, strong, malt flavor
One troublesome trend in college foodservice is: A) Increased focus on lowering profits B) Increasing enrollments C) Fewer hours of operation D) Declining enrollments
D) Declining enrollments
An a la carte menu is one where: A) Guests can place an order "to go" B) The chef creates a daily special C) Breakfast is served all day D) Each menu item is priced separately
D) Each menu item is priced separately
A mystery shopper might be called in when there is suspicion of: A) Employees providing exceptional service B) Employee laziness C) Employees being too friendly with guests D) Employee theft
D) Employee theft
A product specification: A) Creates extra work for the purchasing manager B) Creates a limit to the products for the chef to use C) Must specify the maximum price to be paid D) Establishes the standards for every item purchased
D) Establishes the standards for every item purchased
An Italian restaurant is an example of which type of restaurant concept? A) Steakhouse B) Theme C) Quick-serve D) Ethnic
D) Ethnic
Produce that is grown locally may be purchased from the: A) Seafood Purveyor B) Chocolatier C) Bakery D) Farmer's Market
D) Farmer's Market
Menus developed for use in schools must follow _______________ guidelines. A) School district B) Parents' C) Community D) Federal
D) Federal
One of the key operating ratios in a food and beverage operation is the prime cost, which is determined by: A) Food cost + beverage cost B) Cost of goods sold - closing inventory + labor cost C) Beverage cost + labor cost D) Food cost + labor cost
D) Food cost + labor cost
Food cost percentage is defined as: A) Labor cost plus food cost divided by 100 B) Labor cost plus food cost divided by sales times 100 C) Food cost minus labor cost divided by food sales times 100 D) Food cost divided by food sales times 100
D) Food cost divided by food sales times 100
A key operating ratio in any food service operation is: A) ADR B) RevPAR C) Rooms occupied percentage D) Food cost percentage
D) Food cost percentage
Menu engineering is a sophisticated approach used to set menu prices and control costs and is based on the principle that: A) Food cost percentage is the most important factor when setting prices B) Menu items should change frequently in order to maximize profit C) Expensive menu items should have the highest contribution margin D) Food cost percentage is not as important as the contribution margin when setting prices
D) Food cost percentage is not as important as the contribution margin when setting prices
Non-food consumables used at the bar include all of the following, except: A) Straws B) Napkins C) Toothpicks D) Fruit garnishes
D) Fruit garnishes
Business and industry locations often include ________________ for employees. A) Meal plans B) Carry out options C) Limited menus D) Full-service cafeterias
D) Full-service cafeterias
FF&E is short for: A) Ferns, flowers, and electric B) Furniture, fixtures, and elevators C) Furniture, flowers, and equipment D) Furniture, fixtures, and equipment
D) Furniture, fixtures, and equipment
The terms "banquet" and "catering" are often used interchangeably; however, there is a difference. Banquets are ___________ and catering is ___________. A) Groups of people eating together at one time and place; the department responsible for putting the group order together B) The department that services large functions; a variety of occasions when people eat at different times C) Special occasions celebrated by families and friends; outside company that supplies food and beverage for the occasion D) Groups of people eating together at one time and place; a variety of occasions when people may eat at varying times
D) Groups of people eating together at one time and place; a variety of occasions when people may eat at varying times
Restaurant forecasting takes into consideration all of the following elements except: A) Previous forecasts B) Special holidays C) Meal period D) Guest requests
D) Guest requests
A guest who has entered the red zone is one who: A) Is friendly and tips well B) Is not drinking too much C) Is beginning to slur words or have difficulty speaking D) Has had too much too drink
D) Has had too much too drink
Which of the following is not one of the demands of working in Food and Beverage? A) Standing on your feet for several hours B) Dealing with extreme temperatures C) Lifting heavy trays or boxes D) Having a college degree
D) Having a college degree
The department often referred to as the "heart of the hotel" is: A) Stewards B) Culinary C) Laundry D) Housekeeping
D) Housekeeping
All of the following are ways to reward an employee for a job well done except: A) Giving a small token of appreciation such as movie tickets or a gift certificate B) Writing a thank-you note C) Placing a note of appreciation in their personnel file D) Ignoring their efforts; the knowledge that they completed the job should be recognition enough
D) Ignoring their efforts; the knowledge that they completed the job should be recognition enough
The term "green hotel" refers to a property that: A) Is following current trends B) Is painted green C) Uses green in the company logo D) Is implementing programs to save money and save the environment
D) Is implementing programs to save money and save the environment
A guest who is in the green zone is one who: A) Is becoming belligerent towards other guests B) Is unable to stand on their own C) Is beginning to slur word or have difficulty standing D) Is not drinking too much
D) Is not drinking too much
A weekly maintenance walk-through is a good way to: A) Provide another meeting for managers to attend B) Identify any training deficiencies C) Provide extra work for the engineering staff D) Keep the property in top working condition
D) Keep the property in top working condition
A _________________ requisition is needed to restock empty liquor bottles. A) Food B) Bar C) Storeroom D) Liquor
D) Liquor
Restaurants within hotels have become more interactive, with chefs focusing on using sustainable, organic, or local ingredients. Additional culinary trends include all of the following except: A) Snackification B) Small plate C) Farm to table D) Low carb
D) Low carb
Which of the following is NOT an element of a comprehensive security plan? A) Security officers B) Identification procedures C) Equipment D) Luggage scanning stations
D) Luggage scanning stations
The goal of yield management is to: A) Increase long-term group bookings B) Decrease hotel expenses by cutting payroll C) Decrease leisure traveler reservations and increase business reservations D) Maximize occupancy to keep the hotel full
D) Maximize occupancy to keep the hotel full
Pairing a senior employee who has been certified in specific skills with a new employee is an example of a(n): A) Train the trainer model B) Scheduling nightmare C) Added payroll expense D) Mentor model
D) Mentor model
In most restaurants, orders are entered into the: A) POD B) POV C) POC D) POS
D) POS
Which of the following is not a red wine? A) Cabernet Sauvignon B) Merlot C) Zinfandel D) Pinot Grigio
D) Pinot Grigio
One of the more unusual requests that a concierge might receive from a guest would be: A) Finding tickets to a hit play B) Getting dinner reservations for a sold-out "hot" spot C) Making copies for an important presentation D) Planning a bridal shower
D) Planning a bridal shower
Maintenance requests are used by the Engineering department to do all of the following except: A) Monitor progress on problem areas B) Ensure that things are not forgotten C) Track trends D) Point the finger at employees who are not doing their job
D) Point the finger at employees who are not doing their job
The type of heat used in the grilling process is called: A) Gas B) Charcoal C) Electric D) Radiant
D) Radiant
Cabernet Sauvignon is one of the most well-known red wines and it pairs well with: A) Light shellfish B) Coconut cake C) Melons D) Red meat
D) Red meat
The average guest check is determined by dividing total _____ by total _______. A) Orders; guests B) Labor; food cost C) Sales; employees D) Sales; covers
D) Sales; covers
When using fresh seafood, it may be purchased from a: A) Local gardener B) Bakery C) Farmer's market D) Seafood purveyor
D) Seafood purveyor
Front of the House (FOH) is the part of the restaurant that is responsible for: A) Room service B) Ordering and inventory C) Cooking the food D) Serving the guests
D) Serving the guests
Hours of operation in managed services are generally more _______ compared to traditional food service operations. A) Confusing B) Busier C) Erratic D) Stable
D) Stable
Ruth's Chris is an example of which type of restaurant concept? A) Quick-serve B) Theme C) Ethnic D) Steakhouse
D) Steakhouse
Currently, the most popular sandwich restaurant, with more than 42,000 units in over 100 countries, is: A) Panera B) McAllister's Deli C) Penn Station D) Subway
D) Subway
The service provided by the hospitality industry is considered intangible, which means: A) The product is perishable, having a very limited time frame in which it can be sold B) Every customer has different expectations of the product C) The product is both produced and consumed D) The guest cannot try the product before they buy the product
D) The guest cannot try the product before they buy the product
A cover refers to: A) A health item stocked in the restrooms B) Contemporary cuisine C) The average check D) The guest count
D) The guest count
A guaranteed reservation benefits the hotel because: A) The hotel can charge the guest a late booking fee B) The hotel can collect a bonus from the credit card company C) The hotel does not have to worry about finding the guest a new room if the hotel is overbooked D) The hotel is guaranteed one night's revenue if the guest does not cancel the reservation by the stated deadline
D) The hotel is guaranteed one night's revenue if the guest does not cancel the reservation by the stated deadline
Demographics refers to: A) The location of the restaurant B) The study of wine C) The theme of the restaurant D) The income, spending habits, etc. of the people within the catchment area
D) The income, spending habits, etc. of the people within the catchment area
Fresh herbs are often grown in: A) The local grocery store B) A Farmer's Market C) Ordered by catalog D) The kitchen garden
D) The kitchen garden
When closing out guest checks, it is important to complete this task promptly in order to minimize: A) The chance the inventory report might be short B) Servers going on break C) The amount of time the guest has to wait before leaving the restaurant D) The possibility of theft
D) The possibility of theft
The European plan provides guests with: A) The room and a gift certificate for dinner in the hotel dining room B) The room and a continental breakfast C) The room and two meals a day D) The room only
D) The room only
The person who possesses extensive knowledge of wine and food pairings and is responsible for describing the wine list and training servers is called: A) The maitre d' B) The valet C) The server D) The sommelier
D) The sommelier
The employees are considered the "eyes and ears" of the hotel because: A) They work closely with guests to solve service issues B) They are always talking and wandering around the hotel C) They are rarely noticed by the guests D) They see things the security department might not see
D) They see things the security department might not see
All of the following are traits of the business traveler except: A) Hotel stays are often shorter B) Younger C) Represent their company D) Travel to see friends or new places
D) Travel to see friends or new places
One way to highlight healthy menu items is to: A) Publish flyers with a list of healthy choices B) Let the guests figure it out on their own C) Tell the guests about them D) Use a special symbol on the menu
D) Use a special symbol on the menu
Which of the following is not a common factor between a commercial food service operation and a managed services operation? A) Provides nutritious and healthy meals to guests B) Stays profitable C) Follows the same health department regulations D) Uses a cycle menu
D) Uses a cycle menu
When accepting payment by check or credit/debit card, it is important to: A) Ask if they would like any change B) Ask if they enjoyed the meal C) Ask if they wish to leave a tip D) Verify the guest's identity
D) Verify the guest's identity
Braising is a process using both ______ and _______ heat. A) Fat; moist B) Searing; low C) Ice; dry D) Wet; dry
D) Wet; dry
Unintentional theft occurs: A) There is no such thing as unintentional theft B) When an employee or guest breaks and expensive piece of equipment C) When an employee or guest deliberately takes something of value that does not belong to them D) When an employee or guest inadvertently takes something belonging to the hotel, such as a pen
D) When an employee or guest inadvertently takes something belonging to the hotel, such as a pen
