HM 101 Final Study Guide
_____ % of the U.S. workforce is employed in restaurants
10
The Hospitality and tourism industry account for _____ % total world GDP, and ______ million jobs worldwide
10, 200
There are ___ professional skills highlighted in the text
12
The food and beverage department in a full-service hotel provides ____ to ____ percent of a hotel's profit
15-20
The highest rating that Michelin offers is
3 stars
The Cancun Cantina spent $2,072 in food. They brought in $6,215 in food sales/revenues. They also brought in $2,228 in beverage revenue What is their food cost %
33.33%
_______ % of hotels outside of US are affiliated with a brand
40
The average U.S. household spent ___% of its food dollar
47%
There are _____ STR hotel categories
6
A 500 room hotel sells 300 rooms. What is their occupancy %
60%
Independently owned and operated restaurants account for ___% of all US restaurants
70
The rooms division can contribute to ____ % or more of overall revenue and even more profit.
70
_____ % of US hotels are affiliated with a brand
70
____ is the restaurant in the 24 hour time lapse video.
Alinea
_______ hotels are small, uniquely designed hotels with 100 rooms or less, and are described as contemporary, designed-led hotels, which offer unique levels of personalized service and high-tech facilities
Boutique
An example of QSR would be:
Burger King
_____ envisioned a chain of inexpensive roadside hotels oriented towards families traveling
Kemmons Wilson
These are seven steps to assuring you are providing the guest service that is needed and desired. What is the first step?
Know what your guests truly want
The first step in dealing with guest conflict resolution is _______
Listen to the guest
The number one ranked hotel company in the world by number of rooms is
Marriott
The acronym _____ is used to track how much time customers spend in the restaurant, and how quickly a table is ready for the next customer
RevPASH
Which hotel company has the slogan "we are ladies and gentlemen serving ladies and gentlemen
Ritz Carlton
The _______ were the first to build an extensive network of roads throughout the Mediterranean that required the establishment of lodging venues.
Romans
_________ is the action taken after a service failure
Service Recovery
The ______ encompassed a variety of routes between points between Europe and Asia.
Silk Road
if you were to use a third party company to sell a restaurant reservation separate from the cost of the food, you would use_______
Tock Tickets
In the U.S. the first lodging property that is commonly recognized as a modern hotel was the
Tremont House
T/F All staff members are involved in service ranging from corporate executives to line level employees.
True
T/F Industry Associations provide opportunities for networking, education and training, recognition, and support within a given industry.
True
T/F Regardless of the size, segment, or ownership type, general functions must still be executed
True
T/F Restaurant Tech companies, food suppliers, restaurant equipment companies, and safety and supply companies are examples of support Industries
True
T/F Revenue management is the art and science of predicting customer demand and then setting prices to match consumer demand
True
T/F The digital nomad would be more likely to be associated as a "bleisure" guest
True
An example of a "disruptor" in the lodging industry would be _______
VRBO
An example/s of Peer to Peer (short-term rentals) would be
VRBO, Homeaway, Aribnb
In which of the following type of lodging where timeshare owners pay a yearly maintenance, management, and operation fee?
Vacation Ownership and Rentals
____ would be an example of a Moment of Truth
When checking out of the hotel, The first bite of your entrée, The second you open the door to your room and see it for the first time, The first encounter at the host stand in a restaurant, or the front desk in a hotel
Fred Harvey was an early pioneer in the quick service segment of food service as is responsible for starting the ______ brand.
White Castle
The historical order in which revenue management was employed within the hospitality industry is:
airlines, rental cars, hotels, restaurants
According to the text, the vast majority of hotels are based on concepts introduced and perfected in:
The U.S.
The ______ would be person/s in a hotel that would have keys of gold "lay clay door" on the jacket lapel
concierge
Another name for the dining room manager is ________
maitre d'hotel
The hospitality industry has ____ hospitality related associations
many
in the ______ form the parent company may also have additional revenue by managing for the franchisee
mixed franchise
The rooms division typically has ___ profitability compared to F&B
more
Technology is becoming
more mobile
Independent Hospitality businesses are businesses that ________
not part of a franchise or chain such as Taco Bell, or Marriott, not part of a larger organization, Have no brand affiliation
Revenue management works best with businesses such as:
restaurants, hotels, airlines, rental car companies
____________is arguably the most important of all ratios used in the hotel industry. Because the measure incorporates both room rates and occupancy, it provides a convenient snapshot of a how well a company is filling its rooms, as well as how much it is able to charge.
revpar
The ____ division is often times referred to as the heart of the hotel
rooms
The ___ department are responsible for "creating" customers
sales and marketing
The franchisor ____ the franchise to the franchisee
sells
The complexity of the ________ and ______ will dictate how daily operations are accomplished
service, food
In the ____ form, the parent company fully operates all the units in its chain and keeps all the profits
simple
When looking at the structure and business models the most "basic" one is the ________ form
simple
Technology has made the world seem ______
smaller
The person who specializes in all aspects of wine service as well as wine and food pairing is called the _______
sommelier
The last letter in SMERFS stands for
sports
The Michelin guide uses ______ to rate their chosen restaurants and their level of service excellence.
stars
One advantage that an independent lodging property might have over a chain would be
the ability to provide a unique experience for guests
Hard Rock Cafe, Rainforest Cafe, and T-Rex are examples of ____ restaurants
theme
Hillstone, J Alexander's and Pappadeux are examples of ____ restaurants
upscale casual
One property consisting of two different hotel brands is referred to as a _______ hotel
dual-Branded
Another word for pricing that changes based on demand is referred to as:
dynamic pricing
The director of _____ oversees heating, cooling, water, lighting, telecommunications, energy management, electric, other
engineering
This type of restaurant typically offers breakfast all day
family
The French Laundry would be an example of ____ restaurant
fine dining
The person or business accepting the franchise agreement would be referred to as the _______
franchisee
The center of activity in the rooms division is the __________
front office
A pub, bar, or tavern that offers meals of high quality is referred to as a _______
gastro pub
Subway is unique compared to other chains in that it __________
has 0 company owned restaurants
Host Hotels and RLJ Lodging Trust are examples of ______
hotel owners
The Maroon 5 hotel is a 927 room property. Last night they sold 678 rooms at $249 per night. The Restaurants generated $6,379 in sales. What is the RevPar?
$182.12
U.S. restaurant sales are nearly ___
$8 billion
T/F According to Danny Meyer: Service is how you make someone feel, while Hospitality is what you do to someone
False
T/F Commercial restaurants are restaurants where their primary purpose is not the restaurant itself
False
T/F Full-service hotels offer a limited amount of services compared to select service hotels
False
T/F Millennials are expected to represent 30% of all travelers by 2025
False
T/F Millennials are not willing to splurge more for experience based purchases
False
______ are designed to identify hotels and restaurants based upon predetermined standards and guidelines
Rating systems
Chick-fil-A and Shack shack are considered
QSR+
The two most prominent hotel ratings in the US are ______ and _____
AAA and Forbes
________ adopted the slogan, the Fun Ships, to describe their cruising experience.
Carnival
According to Joseph Pine. The progression of economic value is:
Commodities, Goods, Services, Experiences
InterContinental's EVEN hotel brand and Marriott's _____ brand are both designed with explicit wellness focus
Element
The ____ are referred to as the new power segment
Millennials
MLS stands for _____
Minimum length of stay
The _____ is typically at the top of an organizational chart for an independently owned restaurant
Owner
The restaurant credited as inventing the quick casual restaurant is _____
Panera
What is the symbol of the hospitality industry
Pineapple
The industry standard acronym used to identify fast-food restaurants is _____
QSR
To be effective in revenue management the revenue manager must use both _____ and science
art
The AHLA, and the NRA would be examples of ______
associations
Independent Hotels are able to keep their name and jointly use a brand name in a trend of ____
brand conversion
When a mega-corporation owns multiple chain operations under the same parent umbrella structure prefers to call them "brands" instead of "chains is referred to as ___ form
brand management
Escoffier designed the _________ to better organize the restaurant
brigade system
Revenue management works best in industries that:
can segment their customers, have products sold in advance, have fluctuating demand
A ______ would have a centralized headquarters
chain
The most common method of reserving a hotel now is ______
online
American/plated service is:
prepared and plated in kitchen