HB 100 Midterm MSU

Key to being successful in the hospitality industry is

being a service-oriented person

Ethics is (are)

a set of moral principles and values used to answer questions about right and wrong

Inseparability refers to

the face that production and consumption occur simultaneously

Empowerment is

a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations success

All of the following are part of Disney's "Five Steps of Leadership" EXCEPT

hold managers accountable for member feedback

Guest loyalty is

keeping guests happy and returning often

Intangible means

cannot be perceived by the senses

Internal costumers are

the employees

The concept of protecting the natural resources of the planet while achieving corporate profitability

sustainability

Guest calls for reservations and a guest welcome are both examples of what?

Moments of Truth

If room revenue is $75,884 and the total number of rooms sold is 662 then average daily rate is

$114.63

The main advantage of using an electronic door locking system is

record of who enters the room and when

Which of the following departments is the largest in a hotel in terms of people?

Housekeeping

Property management systems are designed to assist front office employees in performing functions related to what tasks?

Reservations, rooms and guest account management

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

Hotels and motels that are part of a ____ share a centralized reservation system and a common image, logo or advertising slogan

referral association

In order to determine if a hotel development project would likely succeed, we would perform a(n)

feasibility study

Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as

management companies

The executive committee of a hotel is

made up of key associates who head major departments

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

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

concierge

A demand-forecasting technique used to maximize room revenue is known as

revenue management

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

The individual responsible for the task of balancing the guests accounts receivables is the

night auditor

Hotels may be classified by

location, price, and service

As the hotel industry matures, corporations are either acquiring or merging with each other. This is

consolidation

In franchising the franchisee is granted rights to

use trademarks, operating procedures and other business procedures

The ultimate responsibility and authority of running a hotel rests with

the general manager

The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is

64%

The Hotel California has 642 rooms and the room revenue is $84,593. The REV PAR is

$131.76

The dollar differential between the cost and sales price of a menu item is called

contribution margin

The capture rate is defined as the

number of guests staying at the hotel who dine in the hotel's restaurant

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%

The document prepared for the catering department to follow that contains all of the critical information about the event is the

Catering Event Order

The hotel requires the number of guests attending a catering function at least seven days in advance. This number is called the

guarantee

Some hotels have a policy of preparing ____ more meals than the number attending a function in order to accommodate additional people

3-5%

Labor cost benchmarks are measured by

covers-per-person-hour

Responsibilities of the Chief Steward include which of the following?

Maintaining strict inventory control for glassware, chine and cutlery

An acceptable profit margin for food in a hotel is _____ percent

25-30

Experienced Room Service Mangers know one of the most important challenges to room service operations is

Forecasting demand

Cabernet sauvignon and pinot noir are types of ________ wine

red

Methode champenoiserefers to

a second fermentation in the bottle, resulting in a unique sparkling quality

Aromatized wines are fortified and flavored with

herbs, flowers, bark, and roots

Beer is a brewed and fermented beverage made from ______ and flavored with ______

malted barley and starchy cereals; hops

The most important ingredient in beer is

water

Spirits differ from wine and beer in that they are

fermented and then distilled

Proof is equal to

twice the percentage of alcohol by volume

Bourbon whisky is made from

corn mixed with rye

Coffee first came from

Ethiopia and Mocha

Legislation that governs the sale of alcoholic beverages is known as

dram shop legislation

___________________ simplified French cooking and reduced the number of sauces to five "mother sauces."

Auguste Escoffier

________ are operations owned by one or more owners who are usually involved with the day-to-day operations of the business

Independent restaurants

Franchises are most often affiliated with

chaines

Noise level, sounds, decorations, table settings, and other subconscious cues that a customer receives when entering a restaurant collectively make up the

ambience

A(n) ______ menu repeats itself after a period of time

cyclical

The ______ must harmonized with the theme of the restaurant

menu

The target market and concept, to a large extent, will determine the

menu prices

Fusion restaurants are

a blend of two or more cuisines

Quick service restaurants have increased in popularity because of

their location strategies

Menu Engineering utilizes a menu item's ________________________ and _____________________ to analyze the potential best and worst items on a menu

sales and contribution margin

There are ______ accounting periods in a typical restaurant

13

A cover is equivalent to

a guest

If total sales are $2145.00 and 110 guests were served, the average guest check would be

$19.50

Forecasting sales has two components

guest counts or covers, and average check amount

Describing, recommending, showing, and offering a variety of food and beverage choices to a guest is known as

suggestive selling

Financial management reporting needs to be

flexible for interpretation

The person responsible for ordering should never be the

same person as that who does the receiving

Prime cost for a restaurant that serves alcoholic beverages is

combination of food, beverage, and labor costs

The Beacon Drive Inn had food sales of $38,585an opening inventory of $8,000, purchases of $13,000, and an ending inventory of $9,000. What was the food cost percentage?

31.1%

If beverage sales are $25,600 and beverage costs are $5,274and purchases are $8,500, the beverage cost percent is

20.6%

Compared to commercial operations, managed services have the advantage of

being able to predict the number of meals and portion sizes

Inflight foodservice management operators

plan menus, develop product specifications, and arrange purchasing contracts

Which of the following is a major challenge in elementary and secondary school foodservice?

Balancing salability with good nutrition

Businesses use managed food services for many reasons, one of which is that

quality and financial arrangements are better

In terms of managed services, feeding military personnel includes

feeding troops, officers in clubs, dining halls and military hospitals

Some of the driving forces and trends with college campus foodservice are

branded concepts, privatization, campus cards and computer use

Budgeting is easier with on-campus college foodservice because

students have prepaid for their meals and their numbers are easier to forecast

In an effort to increase cash sales and to manage profitability, managers of health care operations have become more resourceful by

developing concepts like medical malls with retail shops, bakeries, catering, and restaurants

The leisure and recreation segment of managed services includes

stadiums, arenas, and parks

Companies that operate their own food service operations are called

self-operators