Final test Introduction hospitality

26. Why do luxury restaurants typically charge high prices? A) It's a tradition for luxury restaurants to charge high prices. B) They have to cover their high food and operating costs. C) They typically use computer-designed, standardized equipment and facilities to produce their food. D) All of the above are correct. "

They have to cover their high food and operating costs. "

82. To produce an effective advertising campaign, an advertiser needs: A) to promote the property to a large number of market segments. B) a unique delivery method. C) a market that is not segmented. D) a competitive advantage. "

a competitive advantage. "

39. What is a permanent financing loan? A) financing designed to cover hard costs B) a long-term mortgage loan C) a loan to pay off short-term construction costs D) financing that covers a hotel in case a catastrophic event (a fire, tornado, flood, etc.) occurs that damages or destroys the hotel "

a long-term mortgage loan "

59. A member of a corporate club owns: A) shares in the club. B) shares in the corporate sponsor of the club. C) a membership in the club. D) part of the land on which the club sits. "

a membership in the club. "

88. Which of the following is a unique attribute of hotels? A) hotels operate 24 hours a day B) hotels can be operated as franchise properties or independent properties C) hotels are organized into departments or divisions D) hotels charge customers for products and services "

hotels operate 24 hours a day "

43. Which of the following hotel departments is a cost center? A) human resources B) parking C) rooms D) food and beverage"

human resources "

53. The type of trade show in which manufacturers exhibit their products to other manufacturers is called a(n): A) public or consumer show. B) wholesale and retail trade show. C) professional or scientific exhibition. D) industrial show. "

industrial show. "

91. Which of the following is something that is usually covered by technical assistance fees? A) interior design B) employee training C) national advertising D) use of an established brand name "

interior design "

98. If we have a ""gut feeling"" that something is true, we are relying on which kind of moral reasoning? A) intuition B) deductive logic C) science D) authority "

intuition "

48. The hotel computer system that stores recipe costs and vendor lists, generates reorder reports based on par levels of food or beverage items, and prepares purchase orders is the __________ system. A) sales and catering B) inventory/purchasing C) point-of-sale D) minibar "

inventory/purchasing "

20. What elements go into making up a restaurant's ambience? ❏ its tableware and menus ❏ its servers' personalities and its guests ❏ its decor and lighting ❏ all of the above ❏ Unsure " "

its tableware and menus its servers' personalities and its guests its decor and lighting ❏ all of the above " "

22. Items that are not profitable themselves but are used to attract customers are an example of: ❏ competitive pricing. ❏ cost-plus pricing. ❏ consumer-based pricing. ❏ loss-leaders. ❏ Unsure "

loss-leaders. "

80. Items that are not profitable in themselves but are used to attract customers are an example of: A) cost-plus pricing. B) consumer-based pricing. C) competitive pricing. D) loss-leaders. "

loss-leaders. "

83. An airline's frequent-flyer program is an example of: A) in-house advertising. B) a press tour. C) loyalty marketing. D) good public relations. "

loyalty marketing. "

3. When a cruise line sends out direct mail that advertises special low rates for off-season bookings, it is attempting to: A) follow a chased-customer strategy. B) follow a full-market strategy. C) manage demand. D) manage supply. "

manage demand. "

89. Which of the following is something that is usually covered by pre-opening management fees? A) equipment selection assistance B) use of a centralized reservation system C) franchise fees D) marketing planning "

marketing planning "

89. Buying a franchise provides a hotel owner with: A) marketing programs. B) employee training programs. C) both of the above. D) none of the above. " "

marketing programs & employee training programs. C) both of the above. " "

67. Gamblers who spend between $3,000 and $5,000 per gambling trip are known as: A) high-end customers. B) slot-machine players. C) middle-range customers. D) grind players. "

middle-range customers. "

1. An operating term provision in a management contract defines: ❏ the concept and operational systems of the property. ❏ what operational decisions require the approval of the owner and/or lender. ❏ the duration of the contract and renewal options. ❏ operator-reimbursable expenses. ❏ Unsure"

the duration of the contract and renewal options. "

42. Bellpersons, concierges, and valet-parking employees are all staff members within a hotel's __________ department. A) housekeeping B) reservations C) uniformed service D) front office "

uniformed service "

13. When meeting planners determine the format of a meeting, they decide: ❏ how appropriate proposed meeting activities will be, given the nature of the organization. what will happen during the meeting and in what order. ❏ what combination of objectives will be addressed during the meeting. ❏ when the meeting will be held and in what facility. ❏ Unsure "

when the meeting will be held and in what facility. "

45. How are hotels organized? A) They are organized into various decentralized work teams, based on international workplace quality standards from organizations such as ISO 9000. B) They are organized into functional areas or departments, based on the services the hotel provides to guests. C) They are organized into work centers, based on the latest management theories. D) They are organized into financial areas or modules, based on standard accounting principles accepted by the hotel industry. "

They are organized into functional areas or departments, based on the services the hotel provides to guests. "

34. The following restaurant $26,000 food figures refer to a single time period: Beginning Inventory Food Purchases $21,000 Closing Inventory $10,000 Cost of employee and $5,000 complimentary meals consumed "

32000 "

38. According to the International Association of Conference Centers, for a facility to be classified as a conference center, a minimum of __________ percent of its total sales must come from conferences. A) 60 B) 75 C) 90 D) 100 "

60 "

32. The following restaurant $18,000 food figures refer to a single time period: Beginning Inventory Food Purchases $13,000 Closing Inventory $2,000 Cost of employee and $500 complimentary meals consumed "

28500 "

75. "Leaders create focus; they envision their organization's future and share that convincingly with all stakeholders in the organization." This best describes the __________ leadership strategy. A) "attention through vision" B) "trust through positioning" C) "self-development" D) "meaning through communication" "

"attention through vision" "

61. Sites for annual meetings of national associations are typically selected __________ in advance. A) 6 to 12 months B) 1 to 2 years C) 2 to 5 years D) 5 to 10 years"

2 to 5 years "

37. Guestroom rates at limited-service hotels are generally _________ percent below prevailing mid-market rates. A) 1 to 10 B) 10 to 20 C) 20 to 50 D) 50 to 75 "

20 to 50 "

10. If during the course of a day $2,500 is put into a slot machine by gamblers and $2,250 is paid out to them from that machine in winnings, the slot drop for that machine is ________. ❏ $250 ❏ $2,250 ❏ $2,500 ❏ there is not enough information to calculate the slot drop ❏ Unsure "

250 "

39. Which of the following statements about franchising is TRUE? A) A ""franchise"" is a group of independent properties or small hotel chains that have grouped together for common marketing purposes. B) A ""franchisee"" contracts with hotel owners to operate their hotel. C) A ""franchisor"" is the party granting the franchise. D) None of the above statements are true. "

A "franchisor" is the party granting the franchise. "

63. Research has shown that most people take gambling trips on impulse, with less than 48 hours' notice to the casino hotel. This situation has what effect on guestroom inventory? A) Casino properties must constantly build additions to satisfy room demand. B) Casino properties can easily forecast room demand. C) A casino hotel must keep a certain number of rooms available at all times for last-minute traffic. D) It has no effect at all. "

A casino hotel must keep a certain number of rooms available at all times for last-minute traffic. "

7. Research has shown that most people take gambling trips on impulse, with less than 48 hours' notice to the casino hotel. This situation has what effect on guestroom inventory? ❏ Casino properties can easily forecast room demand. ❏ A casino hotel must keep a certain number of rooms available at all times for last-minute traffic. ❏ Casino properties must constantly build additions to satisfy room demand. ❏ It has no effect at all. ❏ Unsure "

A casino hotel must keep a certain number of rooms available at all times for last-minute traffic. "

10. In developing and Third World countries, tourism can present problems for local residents, such as: A) creating racial tensions. B) the enormous economic gap that often exists between travelers and local residents. C) the seasonality of tourism, which means that jobs disappear for part of the year. D) all of the above. " "

A) creating racial tensions. B) the enormous economic gap that often exists between travelers and local residents. C) the seasonality of tourism, which means that jobs disappear for part of the year." "

40. Prospective hotel owners can use a feasibility study to: A) help the management team develop marketing plans. B) gain financing. C) guide the hotel's architects. D) all of the above. " "

A) help the management team develop marketing plans. B) gain financing. C) guide the hotel's architects. D) all of the above. " "

90. The involvement of hotel owners with the management companies they hire has increased considerably in which of the following areas? A) personnel selection B) the budgeting process C) the hotel's operating policies D) all of the above " "

A) personnel selection B) the budgeting process C) the hotel's operating policies D) all of the above " "

25. The person who is considered to have begun the "green" movement in the hospitality industry is: A) Walt Disney. B) Alice Waters. C) Helen Purvis. D) Kemmons Wilson. "

Alice Waters "

16. Which of the following statements about a print ad is TRUE? ❏ Twice as many people will read an ad's body copy as will read the ad's headline. ❏ An ad should always contain the signature or name of the advertiser and the advertiser's logo (if it has one). ❏ Every ad should a creative color scheme. ❏ All of the above statements are true. ❏ Unsure "

An ad should always contain the signature or name of the advertiser and the advertiser's logo (if it has one) "

23. The quality management system that adds strategic non-financial performance measures to a business's traditional financial measurements is called: ❏ the Environmental Scanning System. ❏ the Myriad Measurements System. ❏ Balanced Scorecard. ❏ Broadreach. ❏ Unsure "

Balanced Scorecard. "

93. The ""goodwill"" of a business is the reputation or prestige it enjoys among: A) industry regulators and government officials. B) managers. C) employees. D) customers. "

customers. "

53. Which of the following statements about corporate or developer clubs is TRUE? A) Corporate or developer clubs do not have to pay income taxes. B) Corporate or developer clubs are for-profit organizations. C) Corporate or developer clubs are owned by their members. D) All of the above statements are true. "

Corporate or developer clubs are for-profit organizations. "

52. Which of the following statements about equity clubs is TRUE? A) Equity clubs cannot require club members to buy club bonds or membership shares in the club. B) Equity clubs are nonprofit organizations. C) When evaluating applicants for club membership, it's illegal for equity clubs to discriminate against people on the basis of their professional occupation. D) All of the above statements are true. "

Equity clubs are nonprofit organizations. "

98. What is ethics? A) It is a system of beliefs that assumes that ""the greatest good for the greatest number"" is always right. B) It is a system of beliefs that assumes that God exists and that there are basic, universal ideals. C) It is a set of religious principles people use to determine whether or not God exists. D) It is a set of moral principles and values that we use to answer questions of right and wrong. "

It is a set of moral principles and values that we use to answer questions of right and wrong. "

18. What is the social contract? ❏ It is the legal obligations between a government and its people. ❏ It is the set of generally accepted obligations, both legal and social, between business owners and their employees. ❏ It is the set of generally accepted relationships, obligations, and duties between a society's major institutions and its people. ❏ It is the nonlegal or ""extra legal"" obligations between a society's judicial system and that society's downtrodden or disadvantaged people. ❏ Unsure "

It is the set of generally accepted relationships, obligations, and duties between a society's major institutions and its people. "

92. Which of the following statements about publicity is TRUE? A) Publicity is free advertising. B) Publicity is paid for by the advertiser. C) Publicity can be unfavorable as well as favorable. D) Publicity and public relations are the same thing. "

Publicity can be unfavorable as well as favorable. "

27. Which of the following statements about menu preferences and how restaurants deal with them is TRUE? A) The popularity of menu items remains surprisingly similar throughout the United States. B) Restaurant chains such as McDonald's vary their menus from country to country in order to take regional food preferences into account. C) Pizza Huts in Hong Kong offer fewer pasta dishes than do Pizza Huts in the United States. D) All of the above are true. " "

Restaurant chains such as McDonald's vary their menus from country to country in order to take regional food preferences into account. " "

70. The quality management program first developed for Motorola and now adopted by some organizations in the hospitality industry is called: A) CenterPoint. B) Balanced Scorecard. C) Six Sigma. D) Kaizen. "

Six Sigma. "

35. Which of the following statements about soft brands is TRUE? A) Soft brands are hotel chains that change their branding frequently (as often as every five to ten years). B) Soft brands are independent hotels that have joined a chain hotel system in order to take part in their sales and marketing programs, reservations systems, and loyalty programs. C) Soft brands are poorly performing hotels within a hotel chain (i.e., management efficiency, profits, and/or operating systems have gone "soft," leading to reduced performance). D) All of the above are true."

Soft brands are independent hotels that have joined a chain hotel system in order to take part in their sales and marketing programs, reservations systems, and loyalty programs. "

59. The person on a cruise ship who is responsible for monitoring the quality of the live shows and other entertainment onboard ship is the: A) captain. B) cruise director. C) hotel manager. D) chief officer. "

cruise director. "

29. The goal of menu analysis is to: A) implement labor-saving systems and procedures. B) achieve an optimal mix of popular and profitable menu items. C) develop a profit and loss statement for each menu item. D) determine food purchasing needs. "

achieve an optimal mix of popular and profitable menu items. "

67. The task of organizing requires managers to: A) analyze the work that must be done, divide it into various jobs, and assign jobs to employees. B) collect statistical, financial, and qualitative data. C) understand how to encourage and reward superior performance in their employees. D) implement training programs for new employees and (whenever necessary) for existing employees. "

analyze the work that must be done, divide it into various jobs, and assign jobs to employees. "

56. Which of the following is a type of city club? A) military B) country C) fraternal D) athletic "

athletic "

62. Association meeting planners must pay special attention to site selection and social programs because: A) attendance at association meetings is mandatory. B) attendance at association meetings is voluntary. C) the social programs are the main reason for association meetings. D) their primary goal is for attendees and their families to enjoy themselves. "

attendance at association meetings is voluntary. "

75. Of the following sources of new employees, which is usually the LEAST costly and the MOST reliable? A) direct mail B) classified advertising C) current staff D) government employment offices "

current staff "

79. With a marketing approach to selling, the focus is on the: A) customer. B) manufacturer or service business. C) economy. D) product. "

customer. "

60. As a rule, ships generate more bottom-line profit by selling _________ than they do by operating casinos or shops. A) show and special-event tickets B) beverages C) shore excursions D) cabin space "

beverages "

15. The food-receiving system in which suppliers give the receiving clerk a list of items being delivered but not the quantities or weights is called a __________ system. ❏ masked invoicing ❏ controlled receiving ❏ blind receiving ❏ purchase specification ❏ Unsure "

blind receiving "

30. The food-receiving system in which suppliers give the receiving clerk a list of items being delivered but not the quantities or weights is called a __________ system. A) purchase specification B) blind receiving C) masked invoicing D) controlled receiving "

blind receiving "

22. Non-food service businesses that offer on-site food service to their employees comprise the __________ market. A) retail B) contractor C) business and industry D) transportation "

business and industry "

37. Two-thirds of the guests at all-suite hotels typically are: A) extended-stay guests. B) leisure travelers. C) regional getaway guests. D) business travelers. "

business travelers. "

68. According to management theorist Peter Drucker, managers should focus their activities on __________ while at work. A) recording and counting B) creating and harmonizing C) communicating and controlling D) supervising and pleasing "

creating and harmonizing "

66. The people on the casino's staff who conduct the table games are called: A) pit bosses. B) games managers. C) floor people. D) croupiers or dealers. "

croupiers or dealers. "

74. Brenda is a supervisor at the Yellowrose Hotel. She uses various types of punishments to control her staff. This basis for leadership power is referred to as __________ power. A) coercive B) expert C) referent D) reward "

coercive "

69. ""Every situation is different and every manager is different; therefore, there are few universal management principles."" This is an important belief of the __________ school of management. A) quality focus B) contingency C) customer focus D) behavioral "

contingency "

12. The person in charge of a hotel's accounting department is the: A) resident manager. B) sales manager. C) controller. D) general manager. "

controller "

50. Who typically heads a hotel's accounting department? A) night auditor B) income auditor C) controller D) general cashier"

controller "

81. Personal selling is used as the primary way to attract __________ business for hotels. A) student B) corporate and group C) senior citizen D) leisure market "

corporate and group "

32. Which of the following is considered a prime cost for a restaurant? A) insurance B) marketing C) cost of food sold D) taxes "

cost of food sold "

64. The table game played on a rectangular table covered with green felt with sections marked ""pass,"" ""don't pass,"" and ""come"" on it is called ________. A) baccarat B) roulette C) blackjack D) craps "

craps "

99. The ethical belief that holds that there are basic or universal ideals that should direct our thinking and behavior is called: A) ethical relativism. B) deontology. C) utilitarianism. D) the categorical imperative. "

deontology. "

19. A private club that is only open for lunch and is often located in a downtown office building is a __________ club. ❏ fraternal ❏ dining ❏ professional ❏ social ❏ Unsure "

dining "

4. It is common for a management contract to give the owner the right to select or approve the: ❏ catering manager. ❏ director of sales and marketing. ❏ executive chef. ❏ chief of security. ❏ Unsure "

director of sales and marketing. "

77. It is possible to measure employee productivity in dollars by dividing: A) covers by sales. B) payroll costs by projected sales. C) covers by FTE (Full-Time Equivalent) employees. D) sales by FTE (Full-Time Equivalent) employees. "

sales by FTE (Full-Time Equivalent) employees. "

5. What should you include on your résumé? ❏ educational background ❏ desired salary ❏ your picture ❏ marital status ❏ Unsure "

educational background "

53. Which of the following is an element of any comprehensive security program? A) random guestroom searches B) emergency evacuation procedures C) employee drug and polygraph tests D) plainclothes security officers in all public areas "

emergency evacuation procedures "

73. The work of deploying one's personal emotions in the service of an organization is called: A) the allurement factor. B) emotional labor. C) the amiability factor. D) empowerment."

emotional labor. "

93. Buying a franchise provides a hotel owner with: A) a guaranteed return on their investment. B) employee training and marketing programs. C) long-term positive cash flow. D) all of the above. "

employee training and marketing programs. "

9. The three most important factors that determine the amount of money people are willing to spend on travel are: A) emotional stability, leisure time, and disposable income. B) the national economic picture, willingness to take risks, and social skills. C) employment, disposable income, and household wealth. D) family size, makeup, and wealth. "

employment, disposable income, and household wealth. "

41. Which of the following hotel departments is a cost center? A) engineering B) rooms C) food and beverage D) concessions, rentals, commissions "

engineering "

99. An ethical code that changes based on the situation in question and how we feel about it is called: A) situational determinism. B) situational realism. C) ethical relativism. D) ethical inconstancy. "

ethical relativism. "

16. A resident manager's areas of responsibility include the hotel's: A) computer system. B) accounting department. C) catering and banquet functions. D) front office and housekeeping departments. "

front office and housekeeping departments. "

94. The advantages of franchising for the franchisor include: A) gaining an involved and motivated on-site manager. B) the fact that little or no capital is required for expansion. C) both of the above. D) none of the above. " "

gaining an involved and motivated on-site manager. the fact that little or no capital is required for expansion. C) both of the above." "

24. The chief operating officer of a hotel is the: ❏ chief engineer. ❏ management information systems(MIS) manager. ❏ human resources manager. ❏ general manager. ❏ Unsure "

general manager.

36. Guests in the __________ segment are typically reimbursed for hotel stays on a fixed, per-diem basis. A) convention and association group B) regional getaway guests C) government and military traveler D) leisure traveler "

government and military traveler "

63. Which of the following activities is typically performed by a national Department of Tourism? A) overseeing all meeting planning activities B) helping groups find meeting sites and accommodations C) subsidizing convention delegates' airfare to the destination D) all of the above"

helping groups find meeting sites and accommodations "

47. Marketing and energy costs are examples of: A) capital costs. B) fixed charges. C) divisional expenses. D) overhead expenses. "

overhead expenses. "

51. Most of a private club's expenses (whether it be a city club or a country club) are in the __________ category. A) payroll and related costs B) food C) beverages D) real estate taxes and insurance "

payroll and related costs "

95. Automobile dealerships are which type of franchise? A) limited-distribution B) product C) business-format D) licensed "

product "

49. The downtown Writer's Club was formed for people who work as writers, editors, or proofreaders in the city. The Writer's Club is a(n) __________ club. A) professional B) athletic C) university D) fraternal "

professional "

54. The hotel computer system that shows room availability, handles guest check-in and check-out, maintains a current record of all guest charges, and accepts payment when the guest checks out is the __________ system. A) property management B) telecommunications C) inventory/purchasing D) point-of-sale "

property management "

52. Maintaining the hotel's physical plant and controlling energy costs are the responsibilities of the __________ department. A) property operation and maintenance B) rooms C) security D) human resources "

property operation and maintenance "

33. A food product's name, what it is used for, a general description of the product, and how it can be tested to make sure it meets the restaurant's standards can all be found on a: A) requisition form. B) purchase specification. C) balance sheet. D) standard recipe. "

purchase specification. "

45. Which of the following is one of the accounting division's responsibilities? A) purchasing B) maintaining computer systems C) establishing productivity standards for front office employees D) revising the organizational chart"

purchasing "

11. A cruise ship's banker and human resources director is the: ❏ hotel manager. ❏ purser. ❏ controller. ❏ cruise director. ❏ Unsure "

purser. "

36. The most expensive hotels to operate are: A) highway hotels. B) resorts. C) suburban hotels. D) airport hotels. "

resorts "

69. The table game that involves a revolving wheel and a ball is called: A) blackjack. B) craps. C) baccarat. D) roulette. "

roulette. "

51. Which hotel department is responsible for keeping the hotel's guestrooms occupied at the right price and with the right mix of guests? A) accounting B) sales and marketing C) human resources D) rooms "

sales and marketing "

71. The person in overall charge of the casino is called the: A) shift manager. B) pit boss. C) controller. D) croupier."

shift manager. "