Hospitality Management Final Exam

Kettle

Which of these is the "hot" stage of the brewing process?

Packaging

Which of these is in the "cold" stage of the brewing process?

False

(T/F) Spent grain is not healthy for livestock.

Which type of tourism is this: Short Breaks, Day Trips, Travel within own Country

Domestic Tourism

Which type of tourism is this: Travelers traveling out of their home country

Outbound Tourism

True

(T/F) Tourism has seen significant growth in the last few decades.

All of the Above

Key characteristics of tourism include:

True

(T/F) (Ch. 8 - Managed Services): A healthcare facility could be a client of a managed service company.

True

(T/F) Food able to fit on a tray table is a priority of in-flight food service providers.

My Plate

The food guide developed by the USDA that illustrates a "healthy diet"

False

(T/F) Colleges and universities' food service is difficult to forecast.

True

(T/F) A sustainable solution to the challenges of tourism is a visitor management policy.

True

(T/F) Beer is often called the "working man's drink."

True

(T/F) Lager and ale are the two types of beer.

All of the Above

Which of the following is a cost of tourism?

False

(T/F) Auburn University uses one contracted food service provider for the entire campus.

True

(T/F) A benefit of contracting food service is the ease of adding branded services or chain restaurants.

True

(T/F) Knott's Berry Farm has had a significant impact on the American theme park industry.

Over 400

The United States has _____ national parks.

The Great Smokey Mountains National Park

The first female chief ranger and Auburn alumna was responsible for which national park?

To bring visitors to our area

The main goal of A/O Tourism is:

False

(T/F) A/O Tourism is a "for profit" organization.

True

(T/F) The cruise industry started out solely catering to the rich.

All of the Above

Which of these services are provided to event planners/volunteers by A/O Tourism?

False

(T/F) The majority of cruise passengers are only for the one-time experience and don't plan to cruise again.

True

(T/F) Ships are building solo cabins to accommodate for the increase in solo travelers.

Drink Packages

The following are requirements for vessel safety except:

True

(T/F) Hunting Tourism: Hunting in the state of Alabama generates more money than football.

White Males

Hunting is dominated by:

True

(T/F) One motivation for hunting is display of skill.

All of the Above

Hotels are classified by:

True

(T/F) Casino hotels make more money from gaming rather than rooms.

Diamonds

AAA ratings are classified by:

True

(T/F) Wine is classified by color and type.

France

Champagne is produced in:

False

(T/F) Fortified wines like port are generally less sweet than regular wines.

Luxury/Personalized, Full-Service/Branded, and Economy

What are the three classifications of services?

Luxury/Personalized Services

- Experiential, unique, more than just overnight accomodations
- Amenities to make you want for nothing
- Proactive service beyond expectations
- More independent - Sense of place

Full-Service/Branded Services

- Business travel, consistency from one city to the next, rewards/points
- You get what you expect and don't have to leave to get it
- You still have an expectation of a consistent full-service experience

Economy Services

- Budget minded, heads in beds, just looking for a clean, defect-free product

Less than 3%

How many hotels have a 5-Diamond rating from AAA?

The Forbes Travel Guide

What rating-organization uses "Stars" as their method of classification?

Recommended, Four-Star, and Five-Star

What are the three categories in which the Forbes Travel Guide classifies hotels?

Capacity Control, Safety and Security, Online Reviews, Technology, and COVID-19

What five things did Paul Reggio list as trends in the lodging industry?

Franchising

A concept that allows a company to expand quickly by allowing qualified people to use the systems, marketing, and purchasing power of their brand

Franchiser

The head company or individual that licenses others to sell its products or services

Franchisee

The person who purchases the right to use or sell the products or services of a company or individual

- Standard Set of Plans
- National Advertising
- Centralized Reservation System
- Participation in Volume Discounts
- Listing in Franchisor's Directory
- Lower Fee Percentage Charged by Credit Card Companies

What are the pros of being a franchisee?

- High Fees
- Central Reservation System Accounts for About 7-26% of Reservations
- Conformity
- Must Maintain Standards

What are the cons of being a franchisee?

- Increased Market Share and Recognition
- Up-front Fees

What are the pros of being a franchiser?

- Careful in selection of franchisees
- Difficulty maintaining standards and controls

What are the cons of being a franchiser?

New Properties and Remodeled Properties

What are the two views (properties) of hotel development?

New Properties

- Difficult to make profit at first
- Higher cost of construction
- Brand recognition needs to be built

Remodeled Properties

- Remodeling cost
- Higher operating costs for energy and maintenance

Direct and Indirect Impacts

What are the two types of economic impacts of hotels?

Direct Impact of Hotels

(# of Hotel Guests Total Amount Spent 365 days)

Indirect Impact of Hotels

- Called the "Ripple Effect"
- Money spent by employees in the local community
- Money used by the hotel to purchase all the items to service the guests

AO Tourism

A nonprofit service organization positively impacting our (Auburn) economy and improving the quality of life in our community through tourism & travel

"We make our community better"

What does AO Tourism claim to do?

Bring visitors to our area

What is AO Tourism's main goal?

- Attract Conventions, Conferences, Sporting Events, Seminars, Meetings, and Trade Shows to the area
- Service those traveling to the area with info about the community
- Assist planners in creating successful meetings and events

What are some of the ways that AO Tourism brings visitors to the area?

Robyn Bridges

Who is the President & CEO of AO Tourism?

True

(T/F) AO Tourism's services are free

Unbiased information about a destination's services and facilities

What does AO Tourism say is their main role?

Sports Tourism

Travel which involves either observing or participating in a sporting event

Sports Tourism

What does AO Tourism say is one of the fastest-growing sectors of the global travel industry

Volunteer AO

a community host program made up of local citizens dedicated to assisting events coordinated by Auburn-Opelika Tourism & its many community partners; promises to welcome and appreciate dedicated volunteers who want to share the success, camaraderie and pride of our community events

False

(T/F) AO Tourism requires volunteers to have prior experience.

Calendar

What did AO Tourism say was the most-visited page on their website?

$9.9 Trillion USD

What is the total contribution of travel & tourism to the global economy each year?

1.3 Billion

What is the total number of international tourist arrivals worldwide each year?

$5.2 Trillion

How much is spent on global leisure travel annually?

330 Million

How many jobs were created by the Travel & Tourism industry in 2023?

1 in 10; 10%

"According to the World Travel & Tourism Council (WTTC), approximately "____________ jobs" globally are related to the travel and tourism industry, meaning around ____% of all jobs worldwide are connected to the tourism sector"

The tourism industry is nowhere, yet the tourism industry is everywhere

What did Dr. Baniya say about where the tourism industry is?

- Travel Sector
- Hospitality Sector
- Events Sector

What did Dr. Baniya say were the three sectors of the Tourism industry?

Rising disposable income and living standards

Why has tourism seen significant growth in the last few decades?

Supply and Demand

What are the two drivers of transformation and growth?

- Employment and Income
- Raising Cultural Awareness
- Bringing People Together

Tourism continues to create value for governments at all levels. What are the three examples:

Environmental; Socio-Cultural, Economic

Although Travel & Tourism is good for the economy...it has negative _____________, _____________, and ________ impact.

90% Males, 10% Females

What was the percentage of males vs. females that participate in hunting?

11.5 Million

How many hunters are there in the United States?

- Equipment
- Trip-Related
- Other

What are the three types of expenditures by sportspersons as stated in the Hunting Tourism presentation?

- Clothing
- Firearms
- Fishing Poles

What are the three types of equipment that sportspersons spend money on?

- Food
- Lodging
- Transportation

What are the three types of trip-related expenditures that sportspersons spend money on?

- Magazines
- Memberships
- Land Leasing/Ownership
- Licenses, Stamps, Tags, Permits

What are the three types of miscellaneous (other) expenditures that sportspersons spend money on?

$185 Million per day

How much does hunter spending contribute to the U.S. economy each day?

- Achievement Oriented Hunter
- Affiliation Oriented Hunter
- Appreciation Oriented Hunter

What are the three types of hunters?

Achievement Oriented Hunter

Motivated by attainment of a particular goal, which may be harvesting an animal for meat, trophy or display of skill.

Affiliation Oriented Hunter

Participate in hunting with the primary purpose of fostering personal relationships with friends, family, or hunting companions.

Appreciation Oriented Hunter

Motivated by a desire to be outdoors, escape everyday stress or relax.

Moments of Truth

Critical moments when guests and staff interact, offering opportunities for staff to make a favorable impression, correct mistakes, and win repeat customers.

Disney; 37; 1

At ______, it takes __ magical moments to recover from __ bad moment.

Over 50%

How much of the "silent majority" just refuse to return instead of complaining?

5 Times More

How much more does it cost to get a new customer than to keep an existing one?

Service Recovery

Satisfying a previously dissatisfied customer and making them a loyal customer

Head Brewer and General Manager

What are Drew Kostic's two titles?

New Realm Brewing

What brewery does Drew Kostic work at?

6 Years

How long has Drew Kostic been a bewer?

- Colgate University
- Poland
- Duke Law School
- New York City
- Asheville
- Auburn

What are the six places that Drew Kostic said he has lived?