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