Introduction to Hospitality Final Exam
"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) "meaning through communication" B) "self-development" C) "trust through positioning" D) "attention through vision"
"attention through vision"
If you are good at building or fixing things and like to work with your hands, your skills put you in the __________ group. A) data B) management C) "things" D) people
"things" group
One 18-hole golf course at a country club typically requires a minimum of __________ acres. A) 18 B) 30 C) 65 D) 110
110
The usual length of an initial franchise contract is: A) 6 months. B) 1 year. C) 10 years. D) 20 years.
20 years.
You are the manager of Friendly's Family Food, a mid-size independent restaurant. Your cost of food sold for the month of March was $21,000. Your food sales totaled $77,000. What was your food cost percentage? A) 2.7 percent B) 5.6 percent C) 27 percent (rounded) D) 56 percent (rounded)
27 percent (rounded)
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) A casino hotel must keep a certain number of rooms available at all times for last-minute traffic. C) Casino properties can easily forecast room demand. 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.
Which of the following statements about a print ad is TRUE? A) A print ad should always contain the signature or name of the advertiser and the advertiser's logo (if it has one). B) Twice as many people will read a print ad's body copy as will read the ad's headline. C) Every print ad should have a creative color scheme. D) All of the above statements are true.
A print ad should always contain the signature or name of the advertiser and the advertiser's logo (if it has one).
Which of the following statements about a "stakeholder" is TRUE? A) Only employees and managers in a given business are considered stakeholders. B) A stakeholder is anyone who is not affected by the outcome of a given decision. C) Only people with a financial interest in a given business are considered stakeholders. D) A stakeholder is anyone who is affected by the outcome of a given decision.
A stakeholder is anyone who is affected by the outcome of a given decision.
Which of the following statements about Airbnb is TRUE? A) Airbnb was a business concept created in the 1950s, but it only became viable and popular with the birth of the Internet. B) Airbnb helps travelers arrange for short-term home rentals and apartment exchanges. C) Airbnb was founded by Marriott and Hilton, acting jointly to launch a new lodging concept. D) Airbnb peaked in 2008 and has since seen a steady decline in revenue and occupancy as legal challenges have eroded the company's profits and drained management resources.
Airbnb helps travelers arrange for short-term home rentals and apartment exchanges.
With the Full American meal plan, the rate quoted for the guestroom includes: A) no meals at all. B) a continental breakfast only. C) only two meals, usually breakfast and dinner. D) all major meals—breakfast, lunch, and dinner.
All major meals—breakfast, lunch, and dinner.
Which of the following is an advantage of social media marketing? A) it's an easy way to reach new and existing customers B) it's cost-effective C) it's easy to target customers with specific interests D) all of the above
All of the above - it's an easy way to reach new and existing customers - it's cost-effective - it's easy to target customers with specific interests
What elements go into making up a restaurant's ambience? A) its servers' personalities and its guests B) its tableware and menus C) its decor and lighting D) all of the above
All of the above -its servers' personalities and its guests - its tableware and menus - its decor and lighting
The foundation of all ethical principles is the belief that: A) other people's rights are as important as our own. B) it is our duty not to harm others if we can avoid it. C) it is our duty to help others whenever possible. D) All of the above.
All of the above -other people's rights are as important as our own. -it is our duty not to harm others if we can avoid it. - it is our duty to help others whenever possible.
Which of the following is an ADVANTAGE of working in a chain-affiliated hotel? A) more chances to be creative B) better training C) more control over career choices D) more opportunities for observing operational decision-making
Better Training
The percentage of guests who eat meals at the hotel is referred to as the: A) concession percentage. B) average daily rate (ADR). C) occupancy percentage. D) capture rate.
Capture rate.
The organization that is considered to have begun the "green" movement in the hospitality industry is the: A) Ritz-Carlton hotel chain. B) Sunday River Ski Resort, built in 1937. C) Walt Disney Company. D) Chez Panisse restaurant (opened 1971).
Chez Panisse restaurant (opened 1971).
Which of the following is an ADVANTAGE of working in the hospitality industry? A) The industry offers more career options than most other industries. B) There are many opportunities to be creative. C) There are "perks" associated with many hospitality jobs. D) All of the above.
D. All of the Above - The industry offers more career options than most other industries. -There are many opportunities to be creative. -There are "perks" associated with many hospitality jobs.
In developing and Third World countries, tourism can present problems for local residents, such as: A) the enormous economic gap that often exists between travelers and local residents. B) creating racial tensions. C) the seasonality of tourism, which means that jobs disappear for part of the year. D) all of the above.
D. all of the above - the enormous economic gap that often exists between travelers and local residents. - creating racial tensions. - the seasonality of tourism, which means that jobs disappear for part of the year.
"Responsible travel to natural areas that conserves the environment and improves the well-being of local people" is called: A) cultural travel. B) benign travel. C) "green" tourism. D) ecotourism.
Ecotourism
Which of the following is an element of any comprehensive security program? A) employee drug and polygraph tests B) random guestroom searches C) plainclothes security officers in all public areas D) emergency evacuation procedures
Emergency evacuation procedures
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.
If we have a "gut feeling" that something is true, we are relying on which kind of moral reasoning? A) deductive logic B) science C) authority D) intuition
Intuition.
What is a drop box? A) It is a box beneath a gaming table for storing cash and markers received from players. B) It is a highly secured area within the casino where checks are cashed, credit cards are accepted, and markers are approved. C) It is a box to the right of the dealer where discarded playing cards are stored or "dropped." D) It is the casino's control center for the flow of chips to and from tables.
It is a box beneath a gaming table for storing cash and markers received from players.
What is a purchase specification? A.) It is a company's standard operating procedures (SOPs) that restaurant purchasers must go by when buying food from wholesalers. B.) It is a detailed description of a food item that helps a restaurant order that item from suppliers. C.) It is the list of accounting rules that restaurant purchasers must go by when buying food from suppliers. D.) It is a detailed description of a food item, placed on the menu to market that item to the restaurant's guests.
It is a detailed description of a food item that helps a restaurant order that item from suppliers.
What is an encroachment? A) It is when a franchisor allows a new franchisee to build a franchise close to an already existing franchise. B) It is when franchisors force unwanted products or procedures on franchisees. C) It is when a single franchisee owns more than one franchise operation in the same city. D) Encroachment occurs when corporate-level franchise managers try to directly supervise the day-to-day operations of franchises, bypassing the unit managers.
It is when a franchisor allows a new franchisee to build a franchise close to an already existing franchise.
Which of the following is one of the reasons slots are the most profitable games for casino hotels? A) Slots are the most difficult casino games to play, requiring great skill from the players/gamblers. B) No equipment is needed for slots, just a dealer and a table. C) Slots are not regulated and do not require a mandatory payout percentage. D) It takes fewer employees to run slots than other casino games.
It takes fewer employees to run slots than other casino games.
Which of the following statements identifies a lender's usual preference regarding the duration of a management contract? A) Lenders prefer relatively short-term (3- to 5-year) contracts. B) Lenders prefer long-term (20- to 30-year) contracts. C) Lenders prefer that the term of the contract and the term of their loan coincide. D) Lenders are not concerned with the duration of management contracts.
Lenders prefer that the term of the contract and the term of their loan coincide.
The Americans with Disabilities Act requires that: A) all guestrooms have visual fire alarms. B) hotel parking lots have at least 15 percent of their parking spaces designated as "handicapped" parking. C) hotel restaurants have accessible paths at least 48 inches (121.9 centimeters) wide between tables. D) numbers on guestroom doors be tactile so that they can be read by touch.
Numbers on guestroom doors be tactile so that they can be read by touch.
The most common method used to influence demand in the hotel industry is _________. A) advertising B)price C)availability D)marketing
Price
Which of the following statements about service is TRUE? A) Fulfilling the expectations of employees, not customers, is most important in service encounters. B) Price usually plays an important part in how service is evaluated. C) If managers think they are providing good service, they can assume that their customers think so, too. D) Service employees can be looked upon as "magicians" who convince customers they're getting good service even when it is below standards.
Price usually plays an important part in how service is evaluated.
Which of the following statements about publicity is TRUE? A) Publicity is not paid for by the advertiser. B) Publicity and public relations are the same things. C) Publicity is free advertising. D) Publicity is almost always favorable.
Publicity is not paid for by the advertiser.
The reservations department is found within a hotel's __________ department. A) marketing B) accounting C) human resources D) rooms
Rooms
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
Which of the following hotel departments is a cost center? A) rooms B) food and beverage C) security D) concessions, rentals, commissions
Security
What is the difference between marketing and selling? A) There is no difference between marketing and selling. B) Marketing is personal and concrete; selling is impersonal and theoretical. C) Selling is getting rid of what you have; marketing is having what people want. D) Selling is the art of buying from customers; marketing is having customers buy from you.
Selling is getting rid of what you have; marketing is having what people want.
Which of the following statements about soft brands is TRUE? A) 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. B) 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). C) Soft brands are hotel chains that change their branding frequently (as often as every five to ten years). 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.
How are hotels organized? A) They are organized into work centers, based on the latest management theories. B) They are organized into various decentralized work teams, based on international workplace quality standards from organizations such as ISO 9000. C) They are organized into functional areas or departments, based on the services the hotel provides to guests. 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.
Why do luxury restaurants typically charge high prices? A) It's a tradition for luxury restaurants to charge high prices. B) They typically use computer-designed, standardized equipment and facilities to produce their food. C) They have to cover their high food and operating costs.
They have to cover their high food and operating costs.
Which of the following statements about exceptional salespeople is TRUE? A) They mentally rehearse their sales calls before making them. B) They often take rejection personally. C) They seldom take risks. D) They are usually introverted.
They mentally rehearse their sales calls before making them.
The belief that ethical behavior consists of achieving the greatest good for the greatest number is known as: A) ethical relativism. B) utilitarianism. C) the provincial doctrine. D) deontology.
Utilitarianism.
How should you dress for a job interview if you are interviewing for a management position with a company? A) Dress as flamboyantly as possible to stand out from other applicants. B) You should wear clothes slightly better than the clothes you would wear at work if you were already employed at the company. C) You should always wear black or dark blue in order to project a professional, responsible image. D) Dress as colorlessly as possible to "blend in" with the other applicants.
You should wear clothes slightly better than the clothes you would wear at work if you were already employed at the company.
What is a permanent financing loan? A)a long-term mortgage loan B)financing designed to cover hard costs C) financing that covers a hotel in case a catastrophic event (a fire, tornado, flood, etc.) occurs that damages or destroys the hotel D) a loan to pay off short-term construction costs
a long-term mortgage loan.
The goal of menu analysis is to: A) determine food purchasing needs. B) achieve an optimal mix of popular and profitable menu items. C) implement labor-saving systems and procedures. D) develop a profit and loss statement for each menu item.
achieve an optimal mix of popular and profitable menu items.
Which of the following is a typical source of club revenue? A) program grants B) government subsidies C) assessments D) rental of meeting rooms to non-club members
assessments
Association meeting planners must pay special attention to site selection and social programs because: A) the social programs are the main reason for association meetings. B) their primary goal is for attendees and their families to enjoy themselves. C) attendance at association meetings is mandatory. D) attendance at association meetings is voluntary
attendance at association meetings is voluntary
A menu's design should: A) be driven by the preferences of the restaurant's owner(s) and managers, not guests. B) contrast sharply with the restaurant's ambience and decor. C) not influence the purchasing decisions of guests. D) be closely tied to the restaurant's concept.
be closely tied to the restaurant's concept.
As a rule, ships generate more bottom-line profit by selling _________ than they do by operating casinos or shops. A) beverages B) show and special-event tickets C) shore excursions D) cabin space
beverages
The Excelsior is a large hotel located near the city's largest railroad station. It is a full-service facility, with two restaurants and a coffee shop, two cocktail lounges, extended room service hours, laundry and valet services, a business center, and a health club. Because of the Excelsior's location, it has limited parking facilities for its guests, but it has a valet parking arrangement with a nearby parking garage. The Excelsior is most likely a: A) center-city hotel. B) highway hotel. C) resort. D) suburban hotel
center-city hotel.
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) referent B) coercive C) expert D) reward
coercive power
A hotel in which investors take title to specific hotel rooms is called a(n): A) conference center. B)timeshare property. C)condominium hotel. D) all-suite hotel
condominium hotel.
The focus of quick-service restaurants is on: A) convenience. B) atmosphere. C) offering a unique menu. D) decor.
convenience.
Personal selling is used as the primary way to attract __________ business for hotels. A) leisure market B) senior citizen C) student D) corporate and group
corporate and group
With a marketing approach to selling, the focus is on the: A) product. B) manufacturer or service business. C) economy. D) customer.
customer.
The "goodwill" of a business is the reputation or prestige it enjoys among its: A) customers. B) vendors. C) employees. D) managers.
customers.
What should you include on your résumé? A) your picture B) desired salary C) marital status D) educational background
educational background
The work of deploying one's personal emotions in the service of an organization is called: A) empowerment. B) the allurement factor. C) the amiability factor. D) emotional labor.
emotional labor.
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.
A hotel's catering department can be found within the hotel's __________ department. A) fitness and recreation facilities B) rooms C) concessions, rentals, and commissions D) food and beverage
food and beverage
The person who directs the production and service of food and beverages at a hotel is the: A) general manager. B) controller. C) food and beverage manager. D) human resources manager.
food and beverage manager.
The franchise company that owns the trademark, products, and/or business format that is being franchised is called the: A) franchisor. B) Franchise Disclosure Document (FDD). C) Uniform Franchise Offering Agent (UFOA). D) franchisee.
franchisor.
The typical franchise fee: A) is a one-time royalty payment, due when the franchisee signs the initial contract. B) has two parts: an initial franchise fee, plus ongoing fees. C) has three parts: an initial "goodwill" fee, a licensing fee, and ongoing marketing fees. D) has four parts: an initial franchise fee, royalty fees, marketing fees, and management fees (to cover the costs of corporate-level management only).
has two parts: an initial franchise fee, plus ongoing fees.
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
Which of the following is a unique attribute of hotels? A) hotels charge customers for products and services B) hotels can be operated as franchise properties or independent properties C) hotels are organized into departments or divisions D) hotels operate 24 hours a day
hotels operate 24 hours a day
The goal of public relations is to: A) reach prospects who, for one reason or another, will not get a personal sales call. B) improve the company's image among both employees and the general public. C) directly purchase favorable news coverage. D) obtain free advertising.
improve the company's image among both employees and the general public.
A contract food company is a company that: A) provides fresh food daily to luxury and other upscale restaurants on a contract basis. B) provides processed food items such as frozen entrées to chain restaurants. C) is typically hired by U.S. businesses, hotels, and resorts overseas to provide "American" food to workers and guests. D) is typically hired by a large business to provide food for the business's workers.
is typically hired by a large business to provide food for the business's workers.
A typical hotel or restaurant targets a limited number of market segments because: A)for accounting purposes, it is easier to only go after a few groups of customers. B) management is usually not aggressive enough to go after all possible segments. C) it is impossible to appeal to everyone. D) owners do not like to take the risks involved in going after all possible segments.
it is impossible to appeal to everyone.
One purpose of an objective performance review is to: A) highlight what the employee is doing wrong .B) review the organization's mission statement and general employee information. C) let the manager know how well he or she is training employees. D) compare the employee's performance to others within the organization.
let the manager know how well he or she is training employees.
The cruise ship deck with the main swimming pool is known as the __________ deck. A) gallery B) galley C) lido D) recreation
lido deck
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) loss-leaders. D) competitive pricing.
loss-leaders.
An airline's frequent-flyer program is an example of: A) in-house advertising. B) loyalty marketing. C) good public relations. D) a press tour.
loyalty marketing.
Which of the following restaurant types generally has more kitchen and dining room employees per guest than the others? A) steak houses B) family restaurants C) Chinese restaurants D) luxury restaurants
luxury restaurants
The person in charge of maintaining the hotel's computer system is the: A) management information systems (MIS) manager. B) general manager. C) controller. D) chief engineer.
management information systems (MIS) manager
Which of the following is among the responsibilities of a hotel's controller? A) maintaining the hotel's physical plant B) planning and organizing meetings for guests C) managing the reservations system D) managing payroll and cashiering activities
managing payroll and cashiering activities
The main purpose of a yacht club is to provide its members with: A) dining facilities. B) sports facilities such as golf courses and tennis courts. C) marinas and other boating facilities. D) catered events and holiday parties.
marinas and other boating facilities.
Printed or written forms that look like bank checks and are used by casinos to extend credit to a player are called: A) markers. B) credit slips. C) fill slips. D) croupiers.
markers.
Which of the following is something that is usually covered by pre-opening management fees? A) marketing planning B) equipment selection assistance C) use of a centralized reservation system D) franchise fees
marketing planning
Gamblers who spend between $3,000 and $5,000 per gambling trip are known as: A) grind players B) slot-machine players C) middle-range customers. D) high-end customers.
middle-range customers.
The great days of transatlantic travel by ship came to an end in 1958 because: A) the Cold War started. B) it became too expensive for the general population. C) the major European steamship and cruise ship lines began to concentrate on Mediterranean cruises. D) nonstop, transatlantic travel by jet airplane began in that year
nonstop, transatlantic travel by jet airplane began in that year
When planning a meeting, the first thing a meeting planner should determine is the: A) meeting's schedule: how many days the meeting should take, and what time of year the meeting should be held. B) format of the meeting. C) meeting site: where the meeting should be located (a large city? A remote resort? and so on). D) objective(s) of the meeting.
objective(s) of the meeting.
In a corporate or developer club, the club's general manager reports to the club's: A) treasurer. B) owners, not its members. C) members. D) board of directors.
owners, not its members.
Managers can help employees become self-motivated by: A) paying employees a fair wage. B) awarding good performance infrequently, so the awards mean more to employees. C) telling employees only what they need to know to do their jobs. D) instilling a fear of failure in employees.
paying employees a fair wage.
The first step in developing a marketing plan is to: A) brainstorm strategies. B) establish goals. C) perform a situation analysis. D) assess the competition.
perform a situation analysis.
People who place a high value on service, look for first-class accommodations and want to be pampered and taken care of while on vacation belong to the __________ group of travelers. A) price and sights B) sun and surf C) great expectations D) quality
price and sights
Juan belongs to the Theater Club, a private club in his city that was formed for actors and other people employed in the theater. The Theater Club is a __________ club. A) university B) military C) fraternal D) professional
professional
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) telecommunications B) property management C) point-of-sale D) inventory/purchasing
property management
Independent properties or small hotel chains that group together for common marketing purposes are part of: A)referral systems. B) management companies C) association and convention groups. D) timeshare conglomerates.
referral systems.
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.
Which of the following food service operations would probably require the LEAST start-up capital? A) quick-service restaurant franchise B) social catering business C) casual restaurant franchise D) independent full-service restaurant
social catering business
Which of the following shows the results of a restaurant's operations for a stated period of time? A) purchase specifications B) balance sheet C) statement of income D) none of the above
statement of income
Companies that make different products for each market segment and then create different advertising campaigns are practicing: A) market-specific advertising. B) product demand control. C) target marketing. D) positioning.
target marketing.
Which of the following bans discrimination on the basis of race, sex, religion, or national origin? A) the Civil Rights Act B) the Fair Labor Standards Act C) the Occupational Safety and Health Act D) the Equal Pay Act
the Civil Rights Act
"Food cost" is defined as: A)the cost of the food used by a restaurant during a given time period (day, week, month, or year). B) the cost of the food that is left over after the preparation of menu items and is thrown away by the restaurant. C)the cost of the food used in the production of a menu item. D) all of the costs involved in the production of a menu item (including, in addition to the cost of the food itself, employee salaries, equipment costs, utility costs, and so on).
the cost of the food used in the production of a menu item.
The goal of any restaurant's cash control system is to ensure that: A) servers report their tips (in accordance with IRS regulations) and turn over all payments to a cashier. B) the food produced by the kitchen is served to a guest, recorded as a sale, and paid for. C) cashiers have enough cash to make change quickly and efficiently. D) the operation has enough cash to meet its current expenses and payroll.
the food produced by the kitchen is served to a guest, recorded as a sale, and paid for.
Which of the following is a trend that is affecting the travel and tourism industry? A) the sharp decline in the world's population B) the decrease in leisure time C) the increase in technological advancements D) the increase in the importance of seasonality in travel
the increase in technological advancements
When you are developing a restaurant's concept, which should you determine FIRST? A) the decor B) the pricing structure C) the menu D) the type of service you will provide
the menu
Who is the best judge of service quality? A) the owner of the service business B) staff members C) managers D) the person receiving the service
the person receiving the service
A supplier-dealer arrangement in which the dealer only sells a product line provided by the supplier is known as a __________ franchise. A) business-format B) limited-commercial C) trade-name D) limited
trade-name
The debate about whether or not customers should be alerted when served genetically engineered foods centers on: A) truth-in-menu laws. B) establishing a hospitality code of ethics. C) advertising claims. D) environmental responsibility.
truth-in-menu laws.
The day a cruise ship finishes a cruise and starts another one is called the __________ day. A) shore B) turnaround C) galley D) finish/start
turnaround
Generally speaking, yearly employee turnover in the hotel industry is: A) very low. B) low. C) at medium levels (between 50 and 75 percent). D) very high.
very high.
