Hospitality Final Exam Study Set

The history of lodging as a form of industry can be traced to 1792 BC, where regulations was found in _____ laws

Babylonian

In _____ the American Hotel Association created an extension training curriculum to standardize efficiencies for hotels, providing hospitality education, training, and professional certifications

1953

The word hospitality was originally derived from the old French term _____, meaning temporary refuge

Hospice

Opening in 1827 _____ claims to be the first fine dining experience in America, touting white tablecloths, talented chefs, and classic European cuisine

Delmonico's

A hotel that is situated at the beginning of a mountain biking trail and that offers extra amenities to mountain bikers, such as secure bike racks, a bike washing station and tools for fixing tires, operates in what type of market?

Niche Market

An elementary school cafeteria is an example of a _____ restaurant

Non-commercial

Which of the following companies is an example of the sharing economy?

Airbnb

In the hospitality industry, robots can be used to disinfect surfaces, conduct temperature screenings and perform hotel check-in/check-out: T or F?

True

The first luxury hotel, built in 1829 was the ______________.

Tremont House

an emerging market in the lodging industry called _____ which describes guests who mix business and pleasure in their travel

Bleisure

Director of Housekeeping is an example of what type of position?

Upper-Level Manager

What is the easiest/best way to figure out what area of the hospitality industry interests you most?

Gaining work experience

John Smith is working to update his resume. Which of the following should he do, to align with applicant tracking systems?

Use key words from the job posting to describe his experience.

Front Desk Manager is an example of what type of position?

Front-Line Manager

An elevator speech should be approximately _____ long.

30 - 60 seconds

Studying abroad can help students do which of the following?

Improve intercultural communication

Foster a greater sense of independence

Enhance foreign language knowledge

All of the Above

None of the Above

All of the Above

Guest Service skills are transferable to which industry

All industries

Which food item is known as the international symbol of hospitality?

Pineapple

When dealing with a disgruntled guest, and a service failure, it is important that you ensure they know that the failure was not your fault. They will not trust you if you take ownership of the issue: T or F?

False

Professional Skills are also known as...

Soft skills

The guest is always right.

False

Guest service issues can sometimes be complex, and many times it requires the ability for guest service providers to work in teams to offer stellar guest service

True

The action taken after a service failure to correct the situation and try to save that guest for future business is known as

Service Recovery

In guest service, the "20-1" rule means that..

Customers who have a negative experience are more likely (than customers who had a great experience) to tell a lot of friends and family about their experience

meeting the expectations of others/or making her manager happy

conventional morality

Scott Smith is a food and beverage manager at the local pub in town. Lately, they have had a difficult time finding qualified servers. Because of this, Scott often jumps in to help wait tables. Scott is likely a successful manager because he leads by _____:

Example

Which of the following is the most advanced level of moral development?

Post-conventional morality

According to the authors of Chapter 6, there are four key components for ethical balance. Which of the following is not included?

Paid vs. Not Paid

A manager is a person who is responsible for the work of others, deciding the tasks people should perform, and ultimately how they can accomplish these goals

True

Thinking about the back story of an organization, where the public is concerned, the back-story should be kept:

Private

Many people tend to "follow the leader" because they are afraid to take on a leadership role themselves.

False

Mark Smith works for Tommy Tu Tone's Bar and Grill as an organizational manager. He wants to be sure to find the truth, demonstrate no bias, consistency, and respect when interacting with others. For these things to happen, Mark must have?

A personal code of ethics

The social psychologist Lawrence Kohlberg suggested that each person makes ethical decisions according to three levels of moral development.

True

In today's market, consumers want differentiated products and services.

True

Considering the hospitality industry, which of the following is not part of the marketing mix?

Price

Place

Premonition

Product

Premonition

social media can be viewed as a

Promotional gateway

The follow-up state in personal selling is mandatory and must be ongoing

True

In simple terms, 'big data analytics' is a business tool used to set price points for products and services in the hospitality industry.

False

The price generates ____, while the other marketing mix components generate ____.

Income/Cost

Advertising is typically paid for by the potential consumers.

False

Hospitality marketers should leverage digital marketing in tandem with placement in order to increase the likelihood of reaching, attracting, and generating consumption of products and services.

True

Lauren Todd is the marketing manager for ABC BBQ in Hilton Head, NC. She is currently evaluating social media used for marketing purposes for the restaurant. Lauren just learned that the reach of Instagram has surpassed expectations of 10,000 potential customers. In this case, what does "reach" mean?

How far into the consumer market the message goes

Ellen Todd is working on one aspect of the marketing mix for a boutique hotel while her partner, Mary, works on another. Ellen is trying to find ways to inform, persuade, and remind consumers of the hotel and what is available to guests. What part of the marketing mix is Ellen working on?

Promotion

As the new human resource director at the Bonita Springs Florist, one of Susan's first tasks is to predict both supply and demand of the positions needed for the organization. By doing this, Susan is:

Forecasting

Intrinsic rewards are items such as pride in employment, doing a good job, and liking the work atmosphere or culture

True

Informal feedback is often structured and is mostly in the form of written communication.

false

Dental insurance is something all employers in the hospitality industry must offer their employees

False

Jane is about to begin working for a local restaurant in town. She's excited about all the benefits she will receive. Which of the following would not be considered an extrinsic reward for Jane?

Pride in her employment

Barbara Urban works in the HR department of the LSQ Hotel in Kansas City, KS. She has received many resumes for a posted position of front desk lead and is now checking to see if the applicants have the qualifications for the job based on the job description. Barbara is____ the applicants.

Screening

This is the broad narrative of the job and essential elements of the job.

Job description

The knowledge, skills, and abilities (KSAs) needed to successfully complete the tasks of a job are known as the:

Job specifications

Title VII of the Civil Rights Act of 1964 prohibits workplace discrimination on the basis of race, color, religion, sex, or national origin.

True

Donald Jones works for a restaurant as a server. He often gets tips as part of his pay. Based on the definition of tipped minimum wage, Donald would fall into this category if he earns more than ___ in tips per month.

$30

One of the main focus points for a successful hotel management team is the community in which the hotel operates.

True

Mark Medal works for Hotel Aria. He is ultimately responsible for attracting meetings, conventions, and individual guests to the hotel. Mark likely works in this department.

Sales and marketing

Full-service hotels are often divided into three primary divisions: a) rooms, b) food and beverage and c) events.

True

If Susan wishes to become a GM, there is a clearly defined path she must follow in order to obtain this position

False

What type of community consists of a collection of private residence and businesses, with a focus on activities that form a cooperative that all property owners may participate?

Resort lifestyle community

Which of the following would be considered a type of peer-to-peer lodging?

Airbnb

HomeAway

VRBO

All of the above

None of the above

All of the above

Hotels can be classified as many types such as economy, midscale, upper-midscale and so forth. How are these designations determined?

By the hotel's average room rate

Biscayne Hotel is located in south Florida. It has been around for the last 10 years and is very popular. Biscayne Hotel does not offer any food or beverage outlets. T/F: Biscayne Hotel is a full-service hotel

False

The ___ is a committee comprised of the rooms division manager, director of food and beverage, director of sales and marketing, controller, director of engineering, as well as the director of human resources and is overseen by the general manager.

Executive operating committee

The _____ was developed in the nineteenth century in an effort to organize the operations in large commercial kitchens.

Brigade de Cuisine

Which of the following is true about food trucks?

They are not affixed to one location.

They have much lower overhead expenses than traditional establishments

They tend to have limited menus.

All of the above

None of the above

All of the above

Public K-12 school food service is an example of:

Non-commercial

Utilizing less glamorous proteins such as tails, ears, and organ meats is part of a larger trend known as _____ cooking.

Nose-to-Tail

State mandated standards of cleanliness and sanitation are referred to in the industry as

Food Code

An entry level culinary position, often referred to as a "line cook" is a:

Commis Chef

In a small, independent operation the head chef may also be the main line cook, owner and GM of the restaurant. This person is often referred to as a:

Working Chef

When a company has opened the same concept in multiple locations under corporate management, this segment of the restaurant industry is known as a:

Chain

The restaurant industry accounts for ____ cents of every dollar spent on food in the United States.

48

Restaurants using ingredients produced or grown on premise, such as livestock, produce or honey, is known as _____ sourcing.

Hyper-Local

When categorizing wine, the year the winemaking process is started is known as the:

Vintage

The two beverage industry segments are ______ and ______ beverages

Non-Alcoholic; Alcoholic

The system of distribution for alcoholic beverages is the primary method for alcohol sales and distribution in the United States and it regulates the process of getting alcohol products from the producer to the consumer.

Three-tier

In the United States, alcohol service regulations are handled at the federal level, making the laws the same in all 50 states.

False

During _____, yeast eats up the sugars extracted from the base ingredients, such as grains or grapes, and as a result produced alcohol and carbon dioxide.

Fermentation

Bars restaurants and night clubs are all examples of _______ beverage establishments.

On-Premise

The single most important distinction between a great beverage operation and all others is:

Product Knowledge

A large national or international beer-manufacturing company that produces more than 500,000 barrels of beer annually, across multiple locations, is known as a:

Macro-brewery

The ______ category of non-alcoholic beverages has long been the industry leader. However, in recent years, consumer focus on health has impacted this segment of the industry.

Carbonated Soft Drink

______ is usually made from malted cereal grain (such as barley) and flavored with hops.

Beer

Which of the following is a category of city clubs?

Professional

Athletic

University

All of the above

None of the above

All of the above

Around 80% of all private clubs are:

Country Clubs

When facing retention problems, to remain successful clubs should:

Adjust amenities to meet member wants

Among the many types of clubs, ____ clubs are the largest employers

Country

_____ and _____ distinguish fraternal clubs/societies from other social clubs and service organizations.

Ritual; Regalia

The _____ club ownership model means that clubs are owned and organized by the members for their own enjoyment

Equity

_____ is the oldest and largest professional organization for leaders within the club industry

Club Managers Association of America (CMAA)

Golf courses at private clubs are always nicer and more challenging than public courses.

False

Who is responsible for running the day-to-day operations of a club?

Club Manager

Audience engagement at events directly correlates to participants ___________________ and __________________

level of satisfaction / repeat attendance

Which of these is NOT a synonym of a social event?

Micro Event

A(n) _________________ is generally a face-to-face marketing event that brings together buyers and sellers.

Exhibition

Gamification is a great way to boost attendee engagement.

True

A convention is a meeting that includes both a __________ and a __________.

Meeting/Tradeshow

A Mega-Event is an event that exceeds 5000 attendees.

False

Which of these is NOT one of the four main types of events?

Casino Events

Which of these best describes a Gala:

An event generally organized by a non-profit organization for the purpose of entertaining donors while raising money.

Put the site selection process steps in order after a third party company has been hired to oversee the process.

1. A request for proposal is distributed.

2. Individual sites submit their proposals for consideration.

3. Site proposals are organized and presented to the selection committee.

4. A contract is generated and the planning process begins.