Ch. 9

Rail travel in the United States was established around the

1830s

Ecotourism is synonymous with

sustainable tourism

An example of a popular ecotourism destination is

Costa Rica

Tour operators

promote tours and trips that they plan and organize

The benefits of the hub-and-spoke system include all of the following EXCEPT:

larger-capacity planes can be used

Cities often establish an organization to attract and retain visitors. This is called

Convention and Visitors Bureau

The pleasure traveler constitutes what percentage of the rental car market?

30%

One of the greatest influences on tourism is

airlines

Which of the following would be considered business travel?

travel shows and exposition

All of the following are trends in tourism EXCEPT:

a decrease in cost of air travel

Business travelers stay over a Saturday night when they travel in order to

take advantage of lower airfares

What organization supports the World Tourism Organization?

United Nations

The greatest global employment opportunity is

tourism

Travel is on the increase and expected to continue to increase in the coming years due to

longer life span

New money spent by tourists and then respent by hotels and restaurants in the community for goods and services is known as

the multiplier effect

One yield management technique for maximizing sales income by lowering the price of seats according to expected demand is

capacity control

Travel agents

are a middle person acting as a travel counselor on behalf of airlines, cruise lines, and hotels

A person who spends less than a year traveling to places other than their environment is known as a

tourist

Which major tourist country destination does NOT have a cabinet-level official for tourism?

The United States

All of the following are considered part of the social and cultural impact of tourism on destinations EXCEPT:

lower rates of employment

Which statement is false with regard to travel agencies?

Travel agents make their money by charging the provider a fee.

Travel in the middle ages was mostly for

religious reasons

Sustainable tourism

places a broad-based obligation on society

200 million people are employed in the tourism industry, making it the

largest producer of tax revenues

The country that is number 1 in tourism revenue is

the United States

The airline industry, like other segments of the hospitality industry, relies on ________ markets as a source of business.

feeder

The largest single cost for airline operations is

labor

Interdependency between various segments of the hospitality industry means that

each segment, to an extent, depends on another for business

Special hotel accounts for a company that has established credit with a hotel are called

city ledger

Which department is the largest in a hotel in terms of people?

Housekeeping

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

the concierge

When selling rooms a front desk associate might try to upsell. This means

suggestively selling the features of a larger room, a higher floor or perhaps a better view

Total rooms available divided by the number of rooms occupied is known as

room occupancy percentage

The purpose of revenue management is to

increase profitability

Which of the following is NOT a feature of an energy management system?

Automatic wake-up call functions

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

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

64%

Global distribution systems were first used by the

airline industry

If the total rooms occupied are 622 and the total rooms available are 850 then the room occupancy percentage is`

73.2%

Guest folios are typically managed by

hotel property management system

The daily report preformed by the night auditor contains key operating ratios used by management including

room occupancy percentage

Rack rate is

the highest published rate

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

night auditor

The ultimate responsibility and authority of running a hotel rests with

the general manager

The main advantage of using an electronic door locking system is

record of who enters the room and when

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

$114.63

Keying locks, guest and employee identification and ADA compliance falls under

security and loss prevention

Which of the following would NOT be considered a hotel department?

Property management system

Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the

executive housekeeper

Which system can track guest room phone charges?

Call Accounting Systems

The Public Branch Exchange (PBX) represents what?

The telephone system

The area of a hotel most often described as the nerve center or hub of a hotel is the

front office

In house and guest communications in a hotel are managed by

CBX or PBX

The front office, housekeeping, security and communications all fall under what department?

Rooms division

Average daily room rate is

room revenue divided by number of rooms sold

A CRS can provide ________ information for a hotel.

revenue management

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

revenue management

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

Reservations, rooms and guest account management

Room occupancy percentage or ROP is

total rooms occupied divided by total available rooms

The basic functions of the front office include all of the following EXCEPT:

maintaining sales records

The executive committee of a hotel is

made up of key associates who head major departments

The more common name for a guests account is

folio

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

$131.76

What is the Key to being successful in the hospitality industry?

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 fact that production and consumption occur simultaneously

Guest loyalty is:

Keeping guests happy and returning often

Intangible means:

Cannot be perceived by the senses

The symbol of welcome, friendship and hospitality is a(n):

Pineapple

Internal customers are

The employees

The purpose of a self-assessment is to:

Measure strengths and weaknesses

The concept of protecting the natural resources of the planet

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 electric door locking system?

Record of who enters the room and when

Example of hotel level service classification include:

full service, mid-scale, limited service

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 employee in performing functions related to what tasks?

Reservation, rooms and guest account management

An environment that can deliver a complete booking system tied to the hotels inventory in real time via the Web is called a(n)?

Application service provider

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

referral association

The area of a hotel most often described as the nerve center or hub of a hotel is the:

Front office

In order to determine if a hotel development project wold 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 associated 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 of gross revenues to operate the hotel. This business transaction is known as

Management contract

The front office, housekeeping, security and communications all fall under what department

rooms division

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

The purpose of revenue management is to:

increase profitability

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 investments trusts

Guest folios are typically managed by:

hotel property management system

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

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

Hotel restaurants present a challenge for Food and beverage directors because:

guests' needs are unpredictable

the capture rate is defined as the:

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