host 101 study guide

The middle market segment of the cruise industry has an average cost per person of:

$250 to $500 per day

Identify at least three (3) differences between cruise operations and hotel operations.

1. Cruises are (mostly) all inclusive. 2. Round-the-clock activities 3. Smaller rooms

Identify three (3) different promoters of tourism

1. tour operators 2. travel agencies 3. travel corporations

Tourism accounts for this percentage of the world Gross Domestic Product (GDP)

10%

As of January 2018, the Hawaii Transient Accommodations Tax Rate is:

10.25%

What is the current (2019) percentage of the Transient Accommodations Tax (TAT)?

10.25%

Eco-tourism can be traced back to the:

1970s

Automobile travel is a way of life for many Americans who can drive ________ miles or more per year.

20,000

A perpetual cruiser is one who spends ________ months aboard different cruise ships each year.

3 to 5

Lighting can account for ________ to ________ percent of commercial electricity consumption.

30 to 40

Gaming operations staff includes slot machine technicians who are often responsible for up to ______ machines.

40

The management contract typically allows for a hotel company to manage a property for:

5, 10 or 20 years

What percentage of the average American food budget is spent away from home?

50%

The event market is made up of approximately what percent of corporate events?

80

In the United States, the term of "proof" refers to:

A measure of alcohol content of a spirit equal to twice the percentage of alcohol in a beverage

What is the definition of ADR and how is it calculated?

ADR: Average daily rate, it is used together with the ROP (room occupancy percentage) that are indicative to a hotel's performance. It is calculated by dividing the rooms revenue by the number of rooms sold.

Which mode of transportation uses the hub and spoke system?

Airlines

Which of the following is a major benefit of the hub-and-spoke system adopted by major U.S. airlines?

Airlines can service more cities at a lower cost

Which mode of transportation is most convenient for short distance travel?

Automobiles

Identify and describe two benefits and two challenges to being a franchisee

Benefits: National advertising Centralized reservation system Challenges: High fees (joining and on-going) Maintain all standards set by franchisor

Meeting Planners International provides professional development certification in two areas. Those who successfully meet the requirements for __________ may earn up to $10,000 per year more than their non-certified counterparts.

CMP

Great service...

Can result in repeat business

Which statement best describes motels?

Clustered near freeway off-ramps on the outskirts of town

The Executive Committee of a hotel is:

Comprised of key associates who head major departments

How is food cost calculated?

Cost of Food Sold Divided by Total Food Sales

How is food cost percentage calculated?

Cost of food sold divided by food sales

Barge cruises:

Cruise inland waterways and canals and offer close knit and personal atmospheres

Explain the differences between event management and event coordination

Event management requires special skills in marketing, organization, planning, finance, patience, HR skills, and attention to detail. As an event manager, you're "managing" all these different aspects to make sure everything as a whole is running smoothly in order to put on the event. Event coordination is managing the event as it unfolds. And dealing with issues as they arise during the event.

What is FIFO? How is this system used in restaurants?

First in first out it means that the oldest items is sold first, meaning the "older" items are sold before the "newer" items to make sure nothing goes to waste.

The two major themes of Epcot Center are:

Future World and World Showcase

Which statement best describes a vacation ownership property?

Has a one-time purchase price and yearly maintenance fee

Which statement best describes convention hotels?

Has banquet areas and facilities for large groups

In your own words, describe why it is important for a hotel General Manager to understand ratios such as ADR, ROP and RevPar?

I think as General Manager for a hotel its important to understand these ratios because they're all indicative of how your hotel is performing. You should be on top of how many people are booking rooms at your hotel and how many are not. You can later use these numbers to compare different times of the year, identify any trends or patterns, and compare to previous and future years.

What mega event would you consider the most difficult to execute and why?

I think either the olympics or the World Cup would be the most difficult. Both are held in different countries every time and they both have numerous different countries participating. However, I think the olympics would be the hardest because of how popular they are and just how many people, both athletes and the public attendees, and deciding on a host country. It just seems very, very stressful to plan and execute the olympics.

In your own words, describe how you think the five sectors of the industry are interrelated.

I think the five sectors of the industry are related because they all lead into one another, for example, you need transportation/travel to get to you where you'll be lodging are any recreational activities you might be doing. Depending on your reasons for travel, like for a convention, you'd want your lodging area to provide assembly and event management. And, of course, having access to restaurants and managed services are essential for any traveling circumstance.

In your opinion, what are the challenges of being a wedding planner?

In my opinion, I think the biggest challenge of being a wedding planner is making sure that you're doing justice to your client's special day. I feel like the pressure of making sure everything is absolutely perfect for what is supposed to be the best day of their lives is very intense.

In your opinion, why is the Transient Accommodations Tax important to the State of Hawaii?

In my own opinion, with the rise of sites like Airbnb, more and more people are turning towards them instead of hotels. And because Hawaii is so largely dependent on tourism for our state's economy, it's important to charge these home rentals accordingly in order to sustain ourselves.

In most hotels, the executive committee:

Is involved in all major decisions but ultimately responsibility lies with the General Manager

By law, champagne can only be called champagne because:

It comes from the Champagne region of France

The largest airline catering company is:

LSG Sky Chefs

The Hawaii Convention Center Food & Beverage service is operated by:

Levy Restaurants

The largest lodging enterprise in the world is:

Marriott

MICE is an acronym for:

Meetings, Incentive Travel, Conventions, and Exhibitions

Who is legally responsible for paying for the Transient Accommodations Tax?

Owner and/or Operator of the Rental Accommodation

What is the definition of ROP and how is it calculated?

ROP: Room occupancy percentage. It is rooms occupied divided by rooms available.

What is the definition of RevPAR and how is it calculated?

RevPAR: Revenue per available room. Like the previously mentioned, it is another way to calculate the performance of a hotel. It is calculated by multiplying a hotel's ADR by its occupancy rate.

Franchising hotels began in 1907 with:

Ritz-Carlton

The person credited with transforming Las Vegas from a gambling venue for adults into a world-class resort and convention destination is:

Steve Wynn

The difference between TQM (total quality management) and QC (quality control) is which of the following:

TQM focuses on error prevention, while QC focuses on error detection.

Define the Hawaii Transient Accommodations Tax

The Hawaii Transient Accommodations Tax is the amount that is added to the total cost of lodging, it is currently at 10.25%.

The Ritz-Carlton Hotel Company, under the leadership of Horst Schulze, received which prestigious award for quality in both 1992 and 1999?

The Malcolm Baldrige National Quality Award

Define the concept of the Multiplier Effect.

The Multiplier Effect is the process of when tourists come to a new place and spend their money on hotels, food, goods, services and so on. Then the host place in turn uses that money to purchase goods or services from the local community thus putting money back into the local economy. Most places have a Multiplier Effect of 1.5 to 2.0, meaning the money will be used 1.5-2.0 times in the local economy.

What is the main benefit of franchise ownership?

The concept is proven and less likely to fail

What is the most important skill an Event Manager should have and why?

Time management is the most important skill, you need to make sure that are delegating responsibilities to make sure nothing gets put off and forgotten about is very important. Also, making sure you're meeting important deadlines.

Which of the following is NOT one of the primary responsibilities of the CVB (Conventions and Visitors Bureau)?

To provide meeting planning service for all association meetings held in that area

Which mode of transportation is becoming more appealing as airports become more congested?

Trains

What is the definition of tourism according to the World Tourism Organization (WTO)?

WTO's definition of tourism: "tourism comprises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes."

Which of the following would NOT be a moment of truth?

Your car not starting when it is time to leave for your reservation

Empowerment is defined as:

a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization

With regard to country clubs, the type of membership that allows members to use all of the facilities except the golf course is:

a full membership

Par stock is best described as:

a stock level that must be on hand at all times

Seventy-five percent of car rental sales take place at:

airports

Dram shop legislation is:

all of the above A. the legislation that governs the sale of alcohol B. enacted in the 1850's C. dictated that owners and operators of drinking establishments are liable for injuries caused by intoxicated customers Correct D. all of the above

In the times of the Greek and Roman empires, inns sprang up:

along the main roads

A new feature being offered in some athletic clubs is:

an executive workout

Airlines regard in-flight food service as:

an expense that needs to be controlled

A purchase order is often used in the industry and is defined as:

an order to purchase a certain quantity of an items at a specific price

SMERF groups:

are generally price conscious since the individuals must pay their own way

Name three (3) characteristics that define a special event.

are planned arouse expectations motivated by a reason for celebration

A commitment to excellence should begin:

at the beginning of ones hospitality career

The primary function of a convention and visitors' bureau is to:

attract and retain visitors to the city

A client wishes to hold a meeting where there will be a small number of people, all of whom will be taking notes and will need to be seated at a block rectangular table. What type of meeting room set up would you suggest?

boardroom

Some of the driving forces and trends with college campus food service are:

branded concepts, privatization, campus cards and computer use

A cruise passenger's accommodation is called the:

cabin

The highest ranking position on a cruise ship is the:

captain

Gaming entertainment is the business of hospitality and entertainment with a core strength of:

casino gaming

Denny's can be considered a __________ restaurant.

casual dining

In ___________ restaurants, the menu, food, quality, level of service and atmosphere are the same regardless of location.

chain

Average Guest __________ is calculated by dividing total sales by the number of guests.

check

In restaurant operations, the priority is to please the guest. In Managed Services, it is necessary to meet both the needs of the guests and the ___________ (the institution itself).

client

To be effective as a successful general manager of a hotel, the manager should exhibit all of the following traits EXCEPT:

computer programming skills

Large meetings with some form of exposition or trade show included are called

conventions

This is the most popular type of club and often includes golf courses, swimming pools, tennis courts, club house and locker rooms

country club

Sodexhoʻs mission is to:

create and offer services that contribute to a more pleasant way of life for people wherever and whenever they come together

All of the following are part of the purpose of the Organization for Economic Cooperation and Development EXCEPT:

creating a global marketing campaign promoting ecotourism

The theme of the Sea World parks is based on:

creatures of the sea

In the ship's organization, this person is in charge of all on-board entertainment and activities.

cruise director

As airlines have __________ their in-flight food service, airport restaurant business has __________.

decreased; increased

A service organization within the visitor industry that provides a host of programs and services to meet clients' needs

destination management company

Franchisee benefits include all of the following except:

discount franchise fees

Which company's Mission Statement is "We Create Happiness"?

disney

Legislation that governs the sale of alcoholic beverages is known as:

dram shop legislation

Interdependency between various segments of the hospitality industry means:

each segment, to an extent, depends on another for business

You train your employees and give them the necessary information to do their job. This is called:

empowerment

The back of house is generally managed by the kitchen manager or in some bases by the __________

executive chef

Which type of event is often themed to the celebratiion's purpose (for example, Mardi Gras, which celebrates the beginning of Lent)?

festival

A restaurant that offers a good selection of menu items, with 15 or more being cooked to order and made from scratch, could be categorized as:

fine dining restaurants

All products being delivered to a food service establishment should have a date stamp and be rotated using what common system?

first in first out

With the growth of the gaming entertainment industry, the need for trained dealers has increased dramatically. Future dealers will learn their trade in all of the following ways except:

first-hand experience playing at the gaming table

Veteran's of Foreign Wars, Elks Club, Shriners are all organizations classified as this type of club:

fraternal clubs

What type of service includes: Food that is attractively arranged on platters, presented to the guest by servers, then cooked or prepared table side using a gueridon.

french

__________ is defined as playing a game of risk for the thrill of the action and the chance of making money.

gambling

A theme park designed to focus on Floridaʻs animals in their native habitat is:

gatorland

In a private club, the ___________ reports to the Board of Directors

general manager

Wine is made from fermented juice of freshly gathered ripe:

grapes

The total amount of money wagered in all bets is called:

handle

Which theme park was originally opened for the company's employees to enjoy and relax?

hershey park

The position responsible for creating, coordinating, and implementing all daily activities is the:

hotel manager

The five operations in gaming entertainment are:

hotels, food & beverage, casino, retail and entertainment

Travel is on the increase and expected to continue to increase in the coming years. Reasons for this include all of the following EXCEPT:

increase in working hours

The primary purpose of revenue management is to

increase profitability

Sustainable properties are doing all of the following in their operating practices except:

increasing energy consumption

__________ restaurants have no affiliation with a national brand or name. One or more owners are usually involved in the daily operations.

independent

Sometimes members can pay up to $250,000 for this fee:

initiation fee

A key factor in Universal Studiosʻ success is:

its ability to adapt movies into thrill rides

What is the highest cost in operating a restaurant?

labor

From the early 1940ʻs until 1976, what city had a virtual monopoly on the gaming entertainment business?

las vegas

Cultural tourism is motivated by:

lifestyle and heritage offerings of a community

Quick service restaurants are known for their:

limited menus

Identify at least five (5) features, services, amenities or characteristics you learned about the Hawaii Convention Center.

located in a very convenient area, near Waikiki and majority of the hotels has a food and beverage menu to pick from has 28 volleyball courts and 18 basketball courts and 11 futsul courts for sporting events they emphasize the aloha spirit they are part of a green initiative

Identify the different sectors within the scope of the hospitality and tourism industry as defined in the chapter (check all that apply):

lodging travel Restaurants and Managed Services recreation Assembly and Event Management

What is the most popular meal eaten away from home?

lunch

Hotels classified by price would include:

luxury, all-suite, economy and budget

Based on the book, At Americaʻs Service, which of the following is NOT one of the seven deadly sins of service?

making eye contact

A person who contracts out or is employed by an association or corporation to plan meetings down to the last detail are referred to as a:

meeting planner

Feeding __________ personnel includes feeding troops and officers in clubs, dining halls and hospitals, as well as in the field.

military

The multiplier effect occurs when:

money is recycled back into the community from the money tourists spend in the local economy

Regular fees charged to members for use of some or all of a clubs facilities and programs:

monthly dues

Eurail passes must be purchased:

outside Europe

The main market segment of the cruise industry generally consists of:

people with incomes greater than $80k

In the hospitality industry, the term __________ means that a hotel has an unsold room, an airline flies a plane with unsold seats and a restaurant has empty tables.

perishability

What is the international symbol of hospitality?

pineapple

Event planners are responsible for:

planning the event from start to finish

Typical fortified wines include:

port, sherry and madeira

Places where members gather for social, recreational, professional or fraternal reasons are called:

private clubs

The primary function of a trade association is to:

promote the industry through Public Relations activities

Clubs that operate on a for-profit basis are known as:

proprietary clubs

One reasonable way in which a restaurant or bar owner can show responsible service of alcoholic beverages is to:

provide training programs like ServSafe

All of the following are key elements of Disneyʻs guest service EXCEPT:

providing complimentary parking

A guest is defined as anyone who:

receives or benefits from the output of someoneʻs work

Which type of cruise is most popular with many sails in the Caribbean and the Mediterranean?

regional cruises

Which of the following is NOT a cost that management can control?

rent

The two most important qualities to consider when choosing an appropriate wine to pair with a dish are:

richness and lightness

These cruises can be found in Europe, Russia, China (Yangtze), Egypt (the Nile) and Australia (River Murray).

river cruises

The front office, housekeeping, concierge, security, and communications all belong to which division?

rooms

One of the most important aspects of theme park management

safety

A popular way for young entrepreneurs to enter the restaurant business is through a(n):

sandwich restaurants

Although shrouded in controversy, which theme park is the leader in marine conservation and education?

sea world orlando

A Disney Theme Park is located in the following locations EXCEPT:

singapore

__________ are part of leisure and recreation managed services where several points of service are provided

stadiums

This cruise type is unique to the United States and travels along the Mississippi River and other rivers in America's Heartland.

steam boating

Budgeting is easier with on-campus college food service because:

students have prepaid for their meals, and numbers are easier to forecast

Describing, recommending, showing and offering a variety of food and beverage choices to a guest is known as:

suggestive selling

Airlines may choose to eliminate or cut back on in-flight food service in order to:

support lower fares

The main difference between club management and hotel management is:

the emotional attachment of the club guests is much stronger that that of hotel guests, and club guests feel as if they are part owners.

When someone in the back of the house is serving someone in the front of the house, this is called:

the essence of teamwork

The Travel Industry of America is responsible for:

the promotion and development of tourism in the United States

The rack rate is:

the published rate that the hotel would like to get for a room

The American Society of Travel Agents is:

the worldʻs largest travel trade association

The sales manager is meeting with the meeting planner for a large convention, and the meeting planner would like for the audience to be able to see the main stage but does not feel that note taking by participants will be a requirement. What type of meeting room set up would you suggest?

theater style

Quick service restaurants have increased in popularity because of:

their location strategies

The core product of any __________ remains parades, stage shows, atmosphere events, character meet-and-greets, bands and rides.

theme park

Casino hotels are different from other hotels because:

they make more money from gaming than rooms

The main focus of hospital food service is the __________.

tray line

The two general areas in restaurant operations are called "front of house" and "back of house".

true

Proof is:

twice the percentage of alcohol by volume in the beverage

What theme park is known for its "behind the scenes" movie theme?

universal studios

When selling a room, the front desk associate may suggest that the features of a larger room or a better view may be a superior value for the guest, which means that the front desk associate is:

upselling

Hawaii and what other state in the USA has no form of legalized gambling?

utah

As one of the fastest growing segments of the industry, __________ offers consumers the opportunity to purchase a fully furnished accommodation in a variety of forms like weekly intervals or on a point-based system.

vacation ownership

Coastal cruises provide passengers with an opportunity to:

visit local ports and experience the local culture and cuisine

Whiskey refers to a spirit that:

was first distilled in Scotland and Ireland centuries ago

Beer is made mostly of:

water