Unit Exam 1 (Chp. 1-4) – Flashcards
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A key objective in maintaining guest satisfaction is:
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Encouraging guest loyalty
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The executive committee is made up of directors from the various divisions within the hotel & typically meets weekly to discuss many topics such as guest satisfaction, employee satisfaction, training, &:
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Occupancy forecasts
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All of these are considered trends in the hospitality industry:
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-Globalization -Health, safety, & security -Increased usage of social media & mobile devices
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OSHA stands for __________.
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Occupational Safety and Health Administration
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The Summary Operating Statement (SOS) details ______ & ______ for a period.
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Revenues ; expenses
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A successful TQM process is a _______________ process that must have active commitment from all employees in order to be successful.
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top-down, bottom-up
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All of these departments report to the F&B Director:
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-Culinary (Kitchen)/Stewarding -Catering/Banquet -Restaurant/Room Service NOT Gift Shops
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The primary difference between franchise ownership & management contacts is:
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A franchisee receives several benefits including a centralized reservation system, national advertising, & specific plans to follow when building, while a hotel management contract is a partnership between developers & owners who do not want to be involved in day-to-day operations
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The Average Daily Rate (ADR) is calculated by this formula & is one of the key operating ratios:
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Rooms Revenue/Rooms Sold
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The word "hospitality" comes from "hospice", an old French word meaning:
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To provide care/shelter for travelers
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For meetings, a variety of setups are available, which include:
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-Dinner-style -Theater-style -Horseshoe-style NOT Convention-style
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People who are paid to use the bar like regular guests, except they are closely watching the operation, are known as:
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Shoppers
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_________ is used to maximize room revenue at a hotel.
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Revenue management
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Yield management practices were designed to maximize revenue based on fluctuating demand. The practice of yield management originated in the _____ industry.
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Airline
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Transient Occupancy Tax (TOT) is also known as:
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Bed tax
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All are elements of a comprehensive security plan:
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-Security officers -Equipment -Identification procedures NOT Luggage scanning stations
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__________ focuses on error detection ; __________ focuses on error prevention.
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Quality Control ; Total Quality Management
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A comprehensive security plan includes:
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-Safety procedures -Identification procedures -Equipment NOT Hazardous waste reduction procedures
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3 main functions of the front office:
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-To offer services such as handling mail, messages, & providing info. about the hotel & local events -To sell rooms -To maintain balanced guest accounts NOT to maintain guest room cleanliness
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The term "banquet" & "catering" are often used interchangeably; however, there is a difference. Banquets are ______________ & catering is _______________.
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groups of people eating together at one time & place ; a variety of occasions when people may eat at varying times
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Airport hotels include the following types of properties:
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-Full-service -Luxury -Economy NOT Timeshare
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The National Restaurant Association offers a responsible alcohol beverage training program known as:
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ServSafe Alcohol
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The food cost percentage is determined by this formula:
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Cost of food / Food Sales
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A vacation club system of ownership allows owners to do all of the following:
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-Purchase full furnished vacation accommodations for specific intervals. -Not to be surprised by hidden costs associated w/ a vacation because the fees are determined in advance. -Share the use & upkeep costs of their property & common space. NOT use the property at any time during the year w/ no advanced notice.
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In order to be successful, a GM needs to have a broad range of personal qualities. Including:
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-Patience -Leadership -Attention to detail NOT micromanaging
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The path to becoming a food & beverage director take many years & should include time spent in the kitchen, stewarding, restaurants, purchasing, & beverage. After experience is gained in each of these departments, it is recommended that experience be gained as a department manager at:
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A different hotel than where the original training occurred
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The service provided by the hospitality industry is considered intangible, which means:
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the guest cannot try the product before they buy the product
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Sustainability is:
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The ability to achieve ongoing economic prosperity while protecting natural resources
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The cost of lighting a facility can be as much as 30-40% of the total electricity consumption of a facility. One way to reduce this cost would be to:
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Employ motion detectors to use lighting only when necessary
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Restaurants within hotels have become more interactive, with chefs focusing on using sustainable, organic, or local ingredients. Additional culinary trends include:
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-Small plate -Snackification -Farm-to-table NOT low carb
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The 1st documented ordinary, built in Boston in approx. 1663, was called:
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Cole's Ordinary
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The goal of the reservation department is to sell all of the hotel rooms for the maximum possible price while:
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Avoiding guest resentment at being overcharged
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Corporate philosophy has strong links to quality leadership & ________.
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Total Quality Management (TQM)
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The following positions report to the Executive Chef:
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-Sous chef -Cooks -Stewards NOT Catering Manager
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A four diamond hotel would exhibit the following properties:
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Excellent roadside appeal & service levels that anticipate the guests' needs before they ask.
