HMS 102 CH. 1-4 TEST
The cost of depleted inventory for a cocktail is $0.74 and the selling price is $3.75. What is the pour cost percentage?
19.7%
An acceptable profit margin for food in a hotel is _____ percent.
25-30%
Ethics is
A set of moral principles and values used to answer questions about right and wrong
Anyone who receives or benefits from the output of someone's work is
a guest
A banquet refers to
a large group of people who eat together at one time in one place
Theater-style seating is best for
a lecture
The benefits of franchising include all of the following EXCEPT:
high fee percentages charged by credit card companies
All of the following are part of Disney's "Five Steps of Leadership" EXCEPT
hold managers accountable for member feedback
Guest folios are typically managed by
hotel property management system
Each of the following is a characteristic of the Hospitality Industry EXCEPT:
the service product and the guest are separate
food and beverage directors expect a pour cost of
16-24%
Mixed use hotel development indicates that
A hotel may also have residences
If room revenue is $75,884 and the total number of rooms sold is 662 then average daily rate is
$114.63
Franchising fees vary according to the agreements between franchisee and franchisor but the usual fees are between _____ of room revenue
3-4%
Some hotels have a policy of preparing ____ more meals than the number attending a function in order to accommodate additional people.
3-5%
the hotel California has 642 rooms and 413 are occupied. The occupancy percentage is
64%
An organization that rates and classifies hotels and awards them Diamonds is the
American Automobile association
An environment that can deliver a complete booking system tied to the hotel's inventory in real time via the Web is called a(n)
Application Service Provider
Which of the following is NOT a feature of an energy management system?
Automatic wake-up call functions
Introduced by Escoffier, this kitchen system organizes work stations more effectively.
Brigade
The following are characteristics of airport hotels EXCEPT:
Budget focused
Which of the following would NOT be considered a hotel department?
Property management system
In house and guest communications in a hotel are managed by
CBX OR PBX
Which system can track guest room phone charges?
Call Accounting Systems
The document prepared for the catering department to follow that contains all of the critical information about the event is the
Catering Event Order
Examples of hotel location include
City, resort, airport, freeway
As the hotel industry matures, corporations are either acquiring or merging with each other. This is
Consolidation
The symbol of welcome, friendship and hospitality is a(n)
Pineapple
The catering director works with the following people EXCEPT
Director of Housekeeping
Lack of operational power, high fees, low percentage of reservations from the central reservation system are all ________ of franchising
Drawbacks
________is the set of moral principles and values that people use to answer questions about right and wrong
Ethics
The more common name for a guests account is
Folio
Looking at the past and using that information to predict the future is known as
Forecasting
Purchasing the right to use a company's trademark and copyrighted materials is known as
Franchising
The are of a hotel most often described as the nerve center or hub of the hotel is the
Front office
____________manage the work of line employees
Frontline managers
some important leadership skills in the hospitality work area
Honor, Integrity, and a Sense of Humor
All of the following are included in the Food and Beverage Division EXCEPT:
Housekeeping
Which department is the largest in a hotel in terms of people?
Housekeeping
Courage, endurance, integrity, and judgement are all traits common to ________
Leaders
Hotels may be classified by
Location, price and service
The basic functions of the front office include all of the following except
Maintaining sales records
Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as
Management companies
Marriott builds a hotel for $34 million and sells it to a banking firm for $52 million. Marriott charges the banking firm 2-4 % of gross revenues to operate the hotel. This business transaction is known as
Management contract
Efficiency and effectiveness are most important for what?
Management to have good results
The difference between leadership and management is?
Managers coordinate efforts
________are responsible for short-term planning
Midlevel Managers
Guest calls for reservations and a guest welcome are both examples of what?
Moments of Truth
In this type of "ownership" investors do not pay corporate income tax, however they distribute the majority of net income to shareholders, and are publicly traded
Real estate investment trusts
Property management systems are designed to assist front office employees in performing functions related to what tasks?
Reservations, rooms and guest account management
The Greenbrier, the Halekulani and the Ritz Carlton Kapalua are all examples of:
Resorts
A CRS can provide ________ information for a hotel.
Revenue management
The front office, housekeeping, security and communications all fall under what department?
Rooms division
One method to prevent pilferage in a bar is to use
Shoppers
Managers who start their careers on the front line and work their way up must have _____ skills they acquired along the way.
Technical
Franchising hotels began in 1907 by
The Ritz Company
The Public Branch Exchange (PBX) represents what?
The telephone system
Room occupancy percentage or ROP is
Total rooms occupied divided by total available rooms
Dr. MLK Jr. was an example of what specific type of leadership?
Transformational
Which of the following would not be a moment of truth?
You car not starting when it is time to leave for a meeting
More hotels are converting at least one of their bar outlets to
a sports-theme
Since its introduction, the pineapple has been internationally recognized as
a symbol of hospitality
Global distribution systems were first used by the
airline industry
In the hospitality industry the concept of perishability means
an unsold airline seat, hotel room or empty restaurant table
Hotel restaurants present a challenge to Food and Beverage directors because
guests' needs are unpredictable
Key to being successful in the hospitality industry is
being a service-oriented person
Ordering, receiving, storing, issuing, stocking, serving, and billing is known as the
beverage cycle
Intangible means...
cannot be perceived by the senses
Special hotel accounts for a company that has established credit with a hotel are called
city ledger
The dollar differential between the cost and sales price of a menu item is called
contribution margin
Labor cost benchmarks are measured by
covers-per-person-hour
Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the
executive housekeeping
In order to determine if a hotel development project would likely succeed, we would perform a
feasibility study
Examples of hotel level of service classification include
full service, mid-scale, extended stay, limited service
The hotel requires the number of guests attending a catering function at least seven days in advance. This number is called the
guarantee
The purpose of revenue management is to
increase profitability
guest loyalty is
keeping guests happy and returning often
the executive committee of a hotel includes the general manager and
key managers who head major departments
Room service is typically found in
large city center hotels
City center, resort, airport and freeway are all examples of hotels being classified by
location
Examples of hotel price classification include
luxury, all suites, economy, budget
The purpose of a self-assessment is to
measure strengths and weaknesses
guest calls for reservations and guest welcome are both examples of what
moments of truth
the individual responsible for the task of balancing the guest accounts receivables is the
night auditor
The capture rate is defined as the
number of guests staying at the hotel who dine in the hotel's restaurant
Airport hotels
range from 200-600 rooms with full service
The main advantage of using an electronic door locking system is
record of who enters the room and when
Hotels and motels that are part of a ________ share a centralized reservation system and a common image, logo or advertising slogan.
referral association
A demand-forecasting technique used to maximize room revenue is known as
revenue management
The daily report preformed by the night auditor contains key operating ratios used by management including
room occupancy percentage
Total rooms available divided by the number of rooms occupied is known as
room occupancy percentage
All of the following are benefits of a city center hotel EXCEPT:
room prices are usually in the luxury segment
Average daily room rate is
room revenue divided by number of rooms sold
Keying locks, guest and employee identification and ADA compliance falls under
security and loss prevention
The acronym SMERF stands for
social, military, education, religious, and fraternal
The second in command in the kitchen is called the
sous chef
When selling rooms a front desk associate might try to upsell. This means
suggestively selling the features of a larger room, a higher floor or perhaps a better view
Responsibilities of the Chief Steward include which of the following?
supervising kitchen staff
The concept of protecting the natural resources of the planet while achieving corporate profitability
sustainability
The person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions, tickets to shows and other advice is the
the concierge
Internal customers are
the employees
Inseparability refers to...
the fact that production and consumption occur simultaneously
the ultimate responsibility and authority of running a hotel rests with
the general manager
Rack rate is
the highest published rate
In franchising, the franchisee is granted rights to
use trademarks, operating procedures and other business procedures
Franchising is
used in the hospitality industry to rapidly expand business a concept that allows a company to use other peoples money for growth rather than financing
The fastest growing segment of the travel industry is
vacation ownership