Hospitality and Tourism Management Final

"Service spirit" may be defined differently for different people. List and describe three characteristics of a good server:

1. A good server must be able to fully focus on the guest and attend to all their needs, regardless of what might be going on in their personal life. 2. A good server should be a good listener and be fully attentive to all the guests' requests. 3. A good server should be kind and welcoming, making sure that the guest feels comfortable.

List three venues where you would hold a meeting, a convention, or an exposition. Describe the venue and why you would hold an event at this location.

1. University At a university I would be able to hold a number of different events. From big events to private meetings, universities have the space to accommodate any event. The Technology capabilities, professional environment and catering capabilities would make hosting an event here easy. 2. Convention Center Convention centers offer the capability to host larger meetings. Convention centers also make it easy for attendees to park and have easy access to hotels and food. 3. Hotel A hotel provides another great venue for a meeting, convention or exposition. Hotels offer a professional environment and can accommodate groups of all sizes.

The event market (as it slowly returns to pre-Covid functioning) is made up of approximately what percent of corporate events?

80

What does a meeting planner do? List and describe some of their primary activities and responsibilities.

A meeting planner is in charge of organizing every aspect of a meeting. From arranging the venue booking to providing lodging and food, the meeting planner makes sure all the attendees are well cared for and the meeting goes smoothly. Meeting planners are also sometime in charge of selecting location, marketing, travel arrangements and contract negotiations.

23. The biggest public festival in the world is: A) Munich Oktoberfest B) Sundance Film Festival C) Carnival in Rio de Janeiro D) Mardi Gras in New Orleans

A) Munich Oktoberfest

Interdependency between various segments of the hospitality industry means: A) each segment, to an extent, depends on another for business B) all segments are very independent and do not rely on one another at all C) employees may work for more than one business D) tourism has little effect on other segments of the industry

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

18. The individual responsible for the task of balancing the guest accounts receivable is the: A) night auditor B) concierge C) executive housekeeper D) front desk sales associate

A) night auditor

Sustainable tourism is often referred to as: A) responsible tourism B) tourism requiring the marketing skills of the local tourism organization C) a source of employment for tourists D) historical tourism

A) responsible tourism

Economy or budget hotels became popular by focusing on: A) selling beds, not meals or meetings B) providing free continental breakfasts to guests C) offering on-site laundry service D) providing free Wi-Fi and other in-room amenities to guests

A) selling beds, not meals or meetings

The management contract typically allows for a hotel company to manage a property for: A) perpetuity B) 5, 10, or 20 years C) as long as profits remain at a negotiated level D) 2—3 years

B) 5, 10, or 20 years

Which characteristic is not typically found in a business traveler? A) Younger B) Stay for extended periods at one location C) Spend more money D) Travel in small groups

B) Stay for extended periods at one location

The primary function of a convention and visitors' bureau is to: A) build new hotels in the local area B) attract and retain visitors to the city C) provide accommodations to tourists D) attract conventions to the city

B) attract and retain visitors to the city

Hotels classified by price would include: A) city, resort, airport, and freeway B) luxury, all-suite, economy, and budget C) full-service, mid-scale, extended stay, and limited service D) spa, convention, casino, and B&B

B) luxury, all-suite, economy, and budget

The multiplier effect occurs when: A) employment rates reach normal levels B) money is recycled back into the community from the money tourists spend in the local economy C) money is used to purchase items from outside the local area D) new jobs are created to service the needs of international travelers

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

19.Room occupancy percentage (ROP) is determined by: A) room revenue divided by number of rooms sold B) total rooms occupied divided by total available rooms C) total rooms occupied divided by total rooms sold D) room cost divided by room sales

B) total rooms occupied divided by total available rooms

Travel is on the increase and expected to continue to increase in the coming years. Reasons for this include all of the following except: A) longer life span B) increase in working hours C) early retirement D) increased standard of living

B. Increase in working hours

Who, due to a disappointing experience while traveling with family, developed one of the world's largest lodging enterprises? A) Bill Marriott B) Howard Johnson C) Kemmons Wilson D) Caesar Ritz

C) Kemmons Wilson

24. A key element in planning for theme park management is: A) analyzing labor costs B) using a "fast pass" at a Disney park C) staffing D) deciding on a new ride

C) Staffing

The leading international organization in the field of travel and tourism is: A) World Trade Organization B) Western Tours Organization C) United Nations World Tourism Organization D) Worldwide Tour Operations

C) United Nations World Tourism Organization

22. Event tourism is a relatively new term defined as the systematic planning, development, and marketing of: A) parades B) circuses C) festivals D) new theme parks

C) festivals

Hotels classified by level of service would include: A) city, resort, airport, and freeway B) luxury, all-suite, economy, and budget C) full-service, mid-scale, extended stay, and limited service D) spa, convention, casino, and B&B

C) full-service, mid-scale, extended stay, and limited service

The main difference between club management and hotel management is:

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

20. If the total rooms occupied are 622 and the total rooms available are 850, then the room occupancy percentage is: A) 85% B) 60.5% C) 70% D) 73.2%

D) 73.2%

The majority of franchise growth is found in ________. A) Asia B) Europe C) South America D) North America

D) North America

Which of the following hotels has received all of the hospitality industry and consumer organization awards including the prestigious Malcolm Baldrige National Quality Award? A) Hyatt Hotels and Resorts B) Holiday Inns C) Marriott D) Ritz-Carlton

D) Ritz-Carlton

16. The front office, housekeeping, concierge, security, and communications all belong to which division? A) Food and beverage B) Sales C) Human resources D) Rooms

D) Rooms

17. The area of the hotel that is often described as the nerve center or hub is: A) night audit B) sales C) housekeeping D) front office

D) front office

Explain the role of a CVB in drawing tourism to a city or area. What other industries are represented by the CVB?

Explain the role of a CVB in drawing tourism to a city or area. What other industries are represented by the CVB?

List and provide examples of the five ways in which hotels are classified.

Hotels achieve diamond ratings based on the level of service each hotel provides. One-diamond hotels offer basic lodging needs. Two-diamond hotels offer basic lodging needs with a slightly higher quality. Three-diamond hotels offer a higher level of service and more comfortable rooms. Four-diamond hotels offer more upscale amenities, furniture and room service. Five-diamond hotels offer exceptional design, rooms and furnishings. They also offer extra amenities like a concierge, room service and even small restaurants.

Describe how popular methods of tourist travel have changed over the last 50 years

In the early 1920's traveling by train began to become less popular due to World War II. Traveling by train is a lot more common in other places such as, Asia and Western Europe. By 1960, traveling by plane became the most common way to travel long distance. Since the invention of the automobile, traveling by car was and still the most common way people travel today.

Differentiate between a meeting, a convention, and an exposition. Give an example of each.

Meetings are a type of event that are designed to bring people together with the purpose of exchanging information. Conventions are large scale meetings that usually include some kind of exposition. Expositions are different from meetings in the sense that they usually are centered around showing off new items instead of just giving information.

Explain the importance of sustainable lodging and list two steps a hotel can take to decrease their environmental impact.

Sustainable lodging ensures that we will be able take care of the earth and enjoy travel for years to come. Hotels can take steps to be more sustainable by limiting the amount of laundry they do each day by not changing guests linens and towels daily. They can also use motion detectors and low-wattage lighting when possible.

________ is a participatory process that provides an opportunity for employees of all levels to work in groups to establish guest service expectations and determine the best way to meet or exceed guest expectations.

Total Quality Management

List and describe three promoters of tourism:

Tour Operators - A tour operator plans and organizes various aspects of a trip that they then promote to customers. Travel Agencies - Travel Agents sell things for other businesses such as airlines, hotels, bus transportation. Corporate Travel Manager - A corporate travel manager is hired to organize trips specifically for a larger company.

Give a broad definition of tourism and explain why people are motivated to travel.

Tourism can be defined as the act of traveling to a destination for either work or pleasure. People are motivated to travel for a few different reasons. They can be motivated to travel for pleasure by wanting to visit family, experience a new destination, attend an event or concert as well as many other things. People also frequently travel to fulfill various business needs such as attend meetings, conferences, or handle sales.

Provide a brief explanation of the economic impact of tourism. Name two organizations that influence or further the economic impact of tourism.

Tourism has a big effect on the economy. Not only does the tourism industry create more jobs, but it also brings in money that goes on to benefit the local economy through what is known as The Multiplier Effect. The United Nations World Tourism Organization is the leading organization for world tourism. The Travel Industry of America is the organization that promotes tourism within the United States.

One purpose of the Club Manager's Association of America is to:

advance club management through professional development

What are the components of an enforceable contract?

an offer consideration acceptance

The internal management structure of a club is governed by the:

articles of incorporation and by-laws

The ________ represents the employees that are serving someone in the front of the house.

back of house

A ________ is the career progression available in each segment of the hospitality industry.

career ladder

The type of club that is predominantly business oriented is a:

city club

A club house, golf course, banquet facilities, swimming pool, bars, and restaurants are characteristic of which type of club?

country clubs

A feeling of partnership in which employees feel responsible for their jobs and that they have a stake in the success of the organization is known as ________.

empowerment

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

empowerment

________ are a set of moral principles and values that people use to answer questions about what is right or wrong.

ethics

An employee serving a guest will most often work in the ________.

front of house

_______ keeps guests happy and creates repeat business, which is less expensive than attracting new guests.

guest loyalty

Outstanding _______________ to guest loyalty.

guest satisfaction

he Malcolm Baldrige National Quality Award is the ________ level of national recognition a company can receive.

highest

According to Event Solutions Black Book, which is the most popular event site used by meeting planners?

hotel/resort

The hospitality industry is unique because of its ________ of production and consumption of the service product.

inseparability

Hotel guests traveling to reach the hotel, eating in a nearby restaurant, and visiting attractions are examples of the ________ of the segments of the hospitality industry.

interdependency

The ________ are the people who work inside the company and receive or benefit from the output of work done by others in the company.

internal customers

The two most important social skills a meeting planner can have are communication and:

listening

A housekeeper talking to a guest, a server taking an order, or an event planner answering the phone are all examples of a ________.

moment of truth

25. One of the challenges for park operators is adding ________ to keep guests interested.

new attractions and rides

We have a 1,400-room hotel and sell only 1,200 rooms, thus losing the revenue for 200 rooms. This represents the ________ of product.

perishability

Event planners are responsible for:

planning the event from start to finish

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

private clubs

_________ clubs are for people with the same work background.

professional clubs

The use of flow charts and graphs for scheduling, clearly defined work setup and breakdown, statements used to guide the decision-making process, and fulfilling commitments are examples of:

project management

The primary functions of the convention and visitors' bureau include all of the following except:

provide direct meeting planning services for organizations visiting the city or area

Write a job description for the general manager of an exclusive club. Must include at least seven different functions.

reponsible for the day to day operations of the club. They must also oversee maintenance, human resources, food and beverage operations, budgeting. They must be able to foster relationships with club members and create a good work environment for employees.

The client has hired you as their special event coordinator. You are working with the corporate team to plan the budget, select the event site, and negotiate the entertainment contracts. This is all part of the the planning phase, and you are knee deep in details. You have been approached by a different client to provide a proposal for their annual corporate recognition event. In order to prepare your proposal you will need information about the following: event location, event focus, and event outcomes. What phase of the meeting planning process would you be involved in at this point?

research

The Disney service model begins with a ________.

smile

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

social membership

Major U.S. airlines have formed ________ alliances with partner airlines to provide easier ticketing and transportation access to locations they do not serve.

strategic

________ tourism has become one of the fastest growing segments of the lodging industry.

sustainable

A key skill that an event planner who wants to work with charity or fundraising events must have is:

the ability to plan the event based on a set and limited budget

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

theme park

What are five types of associations?

trade associations professional associations medical and scientific associations religious organizations government organizations