Hospitality EXAM 4 – Flashcards

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In 1955, __________ percent of women worked outside the home.
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c. 35
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The U.S. population is growing in many __________ states.
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a. western
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Which of the following is a major reason for the U.S. hospitality industry's high turnover rates?
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b. limited opportunities for advancement
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Which of the following laws addresses the employment of minors?
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d. Fair Labor Standards Act
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Specific, step-by-step procedures for accomplishing a task are given in a job:
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c. breakdown.
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Which of the following defines the education and skills an employee must have to perform a job?
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b. job description
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Darcy manages the Riverside Café. She wants to determine how many covers (meals) each FTE (full-time-equivalent) employee served during the day. The Riverside served 635 covers that day and employed 13 FTE employees. That means that __________ covers were served per FTE employee.
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b. 49 (rounded)
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Which of the following statements about human resources (HR) managers and job candidates is true?
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d. HR managers often are more interested in a job candidate's intellect and attitude than in specific skills.
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Which of the following statements about employee training is false?
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a. It is not necessary to constantly train and retrain employees on basic job tasks.
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The more employee awards a company gives, the:
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c. more motivated its employees are likely to be.
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The "Four P's of Marketing" are:
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c. product, place, price, and promotion.
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Managers can raise or lower consumer demand through various strategies if demand for a product or service is:
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b. elastic.
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Which of the following is not one of the six categories of promotional activities?
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a. relationship marketing
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Good marketing plans are reviewed and sometimes revised on a(n) __________ basis.
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b. quarterly
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The ability to be an effective salesperson:
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c. can be learned.
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Which of the following is not a characteristic of advertising?
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c. It attempts to tell all sides of the story about a product or service.
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Which of the following items is not an example of advertising?
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d. word-of-mouth
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The goal of public relations is to:
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a. improve the climate or atmosphere in which a company operates.
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Which of the following statements about publicity is true?
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b. Publicity is more credible with consumers than an ad.
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The aim of sales promotion techniques is to:
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d. b and c
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Buying a franchise does not provide a hotel owner with:
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c. experienced managers and employees.
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Hotel management companies came about because:
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b. individuals who didn't know much about hotels, such as developers and real estate investors, built hotels
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According to the two-thirds/one-third lease, two-thirds of the __________ went to the owner and one-third went to the hotel company.
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d. gross operating profit
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The portion of the management fee that is based on a percentage of a negotiated level of profitability is called the:
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a. incentive fee
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In 1970, there were __________ management companies.
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d. fewer than 10
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Robert M. James started the International Council of Hotel and Motel Management Companies in order to:
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a. create networking opportunities and provide information for management company representatives.
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Management companies are __________ part-owners of the hotels they manage.
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b. usually
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Which of the following is usually considered an operator-reimbursable expense?
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d. national advertising
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It is common for a management contract to give the owner approval of the:
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a. general manager.
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One of the disadvantages a management contract has for hotel owners is that:
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c. the owners are still primarily responsible for funding their properties.
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The actual number of meals served at a food function or during a meal period._______
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Cover
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A recruiting and training tool that outlines for a particular job (1) the title that goes with a job, (2) the person to whom the employee reports (3) the work to be performed (in general terms), (4) the education or skills the employee must have, and (5) the physical requirements of the job. ________
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Job description
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Training that seeks to make all workers feel comfortable in their workplace, no matter what their race, culture, sex, or age. ________
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Diversity Training
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A meeting between a manager and an employee, to (1) let the employee know how well he or she has learned to meet company standards, and (2) let the manager know how well he or she is doing in hiring and training employees. Typically held every 3,6, or 12 months, depending on the employee's performance and experience. ________
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Performance review
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The areas of a hotel or restaurant in which personnel have little or no direct guest contact, such as kitchen areas and the accounting department. ________
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Back Of the House
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6. The main text of an ad. ________
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Body copy
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A unique trademark, name, symbol, signature, or device used to identify a company or other organization. ________
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Logotype
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The four basic marketing responsibilities: product, place, price, and promotion. ________
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Four P's of Marketing
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The areas of a hotel or restaurant in which employees have extensive guest contact, such as the front desk ( in hotels), and the dining room (in restaurants). ________
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Front of the house
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The most prominent part of a print advertisement, in which a promise or benefit is often expressed. It is used to get attention. ________
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Headline
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The owner's representative monitoring the operation of the hotel. ________
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Asset Manager
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That portion of the management fee (paid by hotel owners to hotel management companies) that is based on a percentage of income before fixed charges (also known as gross operating profit), or on a percentage of cash flow after debt service. ________
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Incentive Fee
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A written agreement between an owner and an operator of a hotel or motor inn by which the owner employs the operator as an agent (employee) to assume full responsibility for operating and managing the property. ________
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Management Contract
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Measurements that tell managers how long it should take an employee to complete tasks using the best methods management has devised, and how many tasks an employee can perform in a given time period. This measurement differs according to the task the employee is performing. ________
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Productivity standards:
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The specific, step-by-step procedures for accomplishing each task of a particular job. ________
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Job breakdown
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A hotel pricing system, adapted from the airlines, that uses a hotel's computer reservation system to track advance bookings and then lower or raise prices accordingly to yield the maximum revenue. ________
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Revenue Management
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The variety of marketing activities a business engages in. ________
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Marketing Mix
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