HB 100 – Flashcard

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What is the Key to being successful in the hospitality industry?
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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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Inseparability refers to:
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the fact that production and consumption occur simultaneously
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Empowerment is:
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A feeling in which employees feel responsible for their jobs and have stake in the organizations success
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All of the following are part of Disneys "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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Intangible means:
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Cannot be perceived by the senses
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The symbol of welcome, friendship and hospitality is a(n):
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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 strengths and weaknesses
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The concept of protecting the natural resources of the planet
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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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If room revenue is $75,884 and the total number of rooms sold is 662 then average daily rate is:
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$114.63
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The main advantage of using an electric door locking system?
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Record of who enters the room and when
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Example of hotel level service classification include:
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full service, mid-scale, limited service
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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 employee in performing functions related to what tasks?
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Reservation, rooms and guest account management
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An environment that can deliver a complete booking system tied to the hotels 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 ______ share centralized reservation system and a common image, logo or advertising slogan
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referral association
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The area of a hotel most often described as the nerve center or hub of a hotel is the:
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Front office
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In order to determine if a hotel development project wold 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 associated 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 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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The purpose of revenue management is to:
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increase profitability
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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 investments trusts
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Guest folios are typically managed by:
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hotel property management system
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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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In franchising the franchisee is granted rights to:
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use trademarks, operating procedures, and other business procedures
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The ultimate responsibility
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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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Introduced by Escoffier, this kitchen system organize work stations more effectively:
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Brigade
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Hotel restaurants present a challenge for 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:
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catering event order
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the hotel requires the number of guests attending a catering function at least seven days in advance. this number is called the:
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guarantee
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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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Labor cost benchmarks are measured by:
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cover-per-person-hour
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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 managers know one the most important challenges to room service 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, 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 carbination
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method 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 wines that are flavored with:
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herbs, flowers, bark, and roots
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Beer is abrewed and fermented beverage made from ___ and flavored with ____
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malted barley and starclay cereals; hops
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The most important ingredient in beer is:
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water
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spirits differ from wine and beer in that they are:
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fermented and then distilled
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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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ehtiopia and mocha
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Legislation that governs the sale of aloholic 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 translate into what?
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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 restuarants
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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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A(n) ____ menu repeats itself after a period of time
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cyclical
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the _____ must harmonize with the theme of the restaurant
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menu
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The target market and concept, to a large extent, will determine the
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menu prices
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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 their
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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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at the end of this presentation phil hickey challenged you as a student to set goals for
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15 years from today
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There are ___ accounting periods in a typical restaurant
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13
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a cover is equivalent to
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a guest
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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 $2550.00 and 110 guests were served, the average guest check would be:
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$23.18
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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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american service refers to
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less formal, yet professionally served
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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 need to be
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flexible for interpretation
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organization and performance on the cooking line as well as good and 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 recieving
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prime cost for a restaurant that does not serve alcoholic beverages is:
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combination of food and labor costs
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the beacon drive inn had food sales of $45,000 an opening inventory of $8,000, purchases of $13,000, and an ending inventory of $9,000. what was the food percentage?
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26.7%
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if beverage sales are $25,600 and beverage costs are $7,500 and purchases are $8,500, the beverage cost percent is:
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29.3%
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compared to commercial operations, managed services have the advantage of:
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being able to predict the number of meals and portion sizes
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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 sodexo might provide include
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housekeeping, groundskeeping, and foodservice, and plant operations and management as well as facilities management
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which of the following is a major challenge in elementary 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 national school lunch program are able to take advantage of
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federal funding in the amount of $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 foodservice operations because
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there are many places and occasions for food service so students are not bored with the same food
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budgeting is easier with on-campus college foodservice because:
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students are prepaid for their meals and their number are easier to forecast
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in an effort to increase cash sales and to manage profitability, managers of health care operation have become more resourceful by:
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developing concepts like medical malls with retail shops, bakeries, catering and restaurants
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