HB – Flashcard
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Key to being successful in the hospitality industry is:
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being a service-oriented person
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Ethics is (are):
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a set of moral principles and values used to answer questions about right and wrong
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Empowerment is:
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a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations success
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All of the following are part of Disney's "Five Steps of Leadership" EXCEPT:
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hold managers accountable for member feedback
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Guest loyalty is:
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keeping guests happy and returning often
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The symbol of welcome, friendship and hospitality is a(n):
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a Pineapple
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Internal customers are:
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the employees
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The purpose of a self-assessment is to:
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measure the strengths and weaknesses
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The concept of protecting the natural resources of the planet while achieving corporate profitability:
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sustainability
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Guest calls for reservations and a guest welcome are both examples of what?
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moments of truth
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The main advantage of using an electronic door locking system is
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record who enters the room and when
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Which of the following departments is the largest in a hotel in terms of people?
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Housekeeping
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Property management systems are designed to assist front office employees in performing functions related to what tasks?
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Reservations, rooms and guest account management
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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)
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Application Service Provider
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Hotels and motels that are part of a ________ share a centralized reservation system and a common image, logo or advertising slogan.
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referral association
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In order to determine if a hotel development project would likely succeed, we would perform a(n)
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feasibility study
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Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as
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management companies
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The executive committee of a hotel is
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made up of key associates who head major departments
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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
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management contract
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The front office, housekeeping, security and communications all fall under what department?
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rooms division
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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:
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concierge
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A demand-forecasting technique used to maximize room revenue is known as:
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revenue management
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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.
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Real estate investment trusts
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The individual responsible for the task of balancing the guests accounts receivables is the
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night auditor
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Hotels may be classified by
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Location, price and service
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As the hotel industry matures, corporations are either acquiring or merging with each other. This is:
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consolidation
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The ultimate responsibility and authority of running a hotel rests with:
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the general manager
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The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is:
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64%
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The Hotel California has 642 rooms and the room revenue is $84,593. The REV PAR is:
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$131.76
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The dollar differential between the cost and sales price of a menu item is called:
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contribution margin
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Hotel restaurants present a challenge to Food and Beverage directors because:
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guests' needs are unpredictable
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The capture rate is defined as the:
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number of guests staying at the hotel who dine in the hotel's restaurant
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The cost of depleted inventory for a cocktail is $0.74 and the selling price is $3.75. What is the pour cost percentage?
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19.7%
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The document prepared for the catering department to follow that contains all of the critical information about the event is the:
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catering event order
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Some hotels have a policy of preparing ____ more meals than the number attending a function in order to accommodate additional people.
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3-5%
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Responsibilities of the Chief Steward include which of the following?
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Maintaining strict inventory control for glassware, china and cutlery
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An acceptable profit margin for food in a hotel is _____ percent.
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25-30%
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Experienced Room Service Mangers know one of the most important challenges to room service operations is:
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Forecasting demand
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Cabernet sauvignon and pinot noir are types of ________ wine.
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red
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Poultry, fish, and egg entrees are best served with ________ wine.
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white
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Still wines are those with:
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no carbonation
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Methode champenoise refers to:
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a second fermentation in the bottle, resulting in a unique sparkling quality
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Examples of fortified wines are:
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port, sherry, and madeira
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Aromatized wines are fortified and flavored with:
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herbs, flowers, bark, and roots
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Beer is a brewed and fermented beverage made from ________ and flavored with ________.
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malted barley and starchy cereals; hops
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The most important ingredient in beer is:
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water
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Proof is equal to:
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twice the percentage of alcohol by volume
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Bourbon whisky is made from:
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corn mixed with rye
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Coffee first came from:
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Ethiopia and Mocha
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Legislation that governs the sale of alcoholic beverages is known as:
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dram shop legislation
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By providing training on the responsible service of alcoholic beverages to servers and bartenders, a business owner can:
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potentially lower liability insurance rates
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The word "restaurant" is a French word meaning
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restore
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___________________ simplified French cooking and reduced the number of sauces to five "mother sauces."
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Auguste Escoffier
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Novelle cuisine is defined as?
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Lighter cuisine
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________ are operations owned by one or more owners who are usually involved with the day- to-day operations of the business.
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Independent restaurants
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Franchises are most often affiliated with
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chains
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Noise level, sounds, decorations, table settings, and other subconscious cues that a customer receives when entering a restaurant collectively make up the
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ambience
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The _________ must harmonize with the theme of the restaurant.
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menu
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Fusion restaurants are
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a blend of two or more cuisines
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Quick service restaurants have increased in popularity because of
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their location strategies
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Chinese, Spanish, Thai, Indian, and Mediterranean are all examples of ________ restaurants.
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ethnic
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Theme restaurants are particularly appealing because they
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offer a total experience and a social meeting place
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There are ____ accounting periods in a typical restaurant.
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13
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Curbside appeal includes:
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the appearance of the property from the parking lot to the restrooms
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If total sales are $2145.00 and 110 guests were served, the average guest check would be:
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$19.50
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Forecasting sales has two components:
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guest counts or covers, and average check amount
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Describing, recommending, showing, and offering a variety of food and beverage choices to a guest is known as:
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suggestive selling
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The "back of the house" is if not run by an executive chef is usually run by the:
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kitchen manager
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Financial management reporting needs to be:
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flexible for interpretation
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Organization and performance on the cooking line as well as good results depend on:
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teamwork
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The person responsible for ordering should never be the:
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same person as that who does the receiving
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Prime cost for a restaurant that serves alcoholic beverages is:
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combination of food, beverage and labor costs
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Inflight foodservice management operators:
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plan menus, develop product specifications, and arrange purchasing contracts
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Examples of the types of service a company like Sodexho might provide include
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housekeeping, groundskeeping, and foodservice, and plant operation and management as well as facilities management
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Which of the following is a major challenge in elementary and secondary school foodservice?
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Balancing salability with good nutrition
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Businesses use managed food services for many reasons, one of which is that:
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quality and financial arrangements are better
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In terms of managed services, feeding military personnel includes:
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feeding troops, officers in clubs, dining halls and military hospitals
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Schools that participate in the National School Lunch Program are able to take advantage of:
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federal funding in the amount of about $2.72 per meal per student
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Some of the driving forces and trends with college campus foodservice are:
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branded concepts, privatization, campus cards and computer use
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Colleges are more diverse in their food service operations:
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so students aren't bored with the same food
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Budgeting is easier with on-campus college foodservice because:
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students have prepaid for their meals and their numbers are easier to forecast
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The leisure and recreation segment of managed services includes:
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stadiums, arenas, and parks
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For patients whose diets are not restricted, some hospitals have adopted a concept called:
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room service menu
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Companies that operate their own food service operations are called:
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self-operators
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What is Jeff Sinelli's latest entrepreneurial venture called?
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Burguesa Burger
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Which Wich offers more than ____ different types of sandwiches with the most popular one being the ____________?
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50; The Wicked
