lodging operations test 1 – Flashcards
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in which type of booking model are room rates readily viewed on-line by potential guests?
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merchant model
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what is the lodging industry term for a hotel that is not part of a franchise group?
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independent
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which is an example of a consumer-generated content web site?
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www.tripadvisor.com
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what is the name of the computer system connecting travel professionals worldwide for the purpose of reserving hotel rooms and other travel service for their clients?
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GDS
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managers can seek out service-minded staff by hiring those job applicants who
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effectively answer open-ended questions about hypothetical service situations
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which group is more likely to use the services of a travel agent
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older travelers
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in which type of booking model are room rates not seen by guests until after they have successfully "bid" for a room
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opaque rate model
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who has the greatest influence on the overall quality of service provided within a hotel
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the hotels general manager
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what should happen to service procedures after they have been implemented in a hotel
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they should be update as guest preferences change over time
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what is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
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empowerment
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which group would be classified as "leisure travelers"
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a family on vacation
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which is true about a hotels commitment to green practices
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it is increasingly viewed by guests a a sign of commitment to quality service
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an investor makes and investment of 1,000,000 and acheives a $200,000 profit on that investment in this example what was the investors ROI
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20%
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which professional recognition is typically granted by a governmental agency
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licensing
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which of the following is the formula hoteliers use to calculate RevPar
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ADR x Occupancy Rate= RevPar
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what is the one reason a hotel owner might consider hiring a hotel management company
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improved overall managment of the hotel
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which state is NOT among the 3 largest car rental location states
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new york
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What is a lodging industry term for hotels operating under the same brand name
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chain
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when can a cross-functional team be an effective operatiional tool in a hotel
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when resolving hotel operating problems
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which method would be least effective for determining guests' needs and wants
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waiting for guests to approach staff with specific problems
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how can guest service best be integrated with employee reward systems
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by associating performance in providing guest service with employee compensation
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what is a REIT
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a stock issuing company that can own and operate its own hotels
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what is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
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AAHOA
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What is the travel industry term used to describe a group of travel services, such as hotel rooms, meals, and airfare, sold for one price
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package
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what is another lodging industry term for a specific hotel brand name
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flag
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which company's motto is "we are ladies and gentlemen serving Ladies and gentlemen"
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ritz carlton
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what is true about an investor in a hotel
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the investor seeks a return on investment (ROI)
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in regard to quality service, a gal of zero defects can
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be an effective way to measure progress toward established service standards
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what is the industry term for an organization that provides travel booking services on the internet
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OTA
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what is true about second-tier management companies
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they operate hotels for owners but do not use the management company's name as part of the hotels name
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which brand is generally recognized as the first hotel chain
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holiday inn
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what is a common job title for the individual who has regular on-site interaction with a franchised hotel
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franchise service director
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what is true about first tier management companies
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they operate hotels for owners using the management company's trade name as the hotels brand
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what would the occupancy rate for a hotel that has 200 rooms on a day in January in which it sold 100 rooms and received total rooms revenue of $17,000
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50%
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what is most likely to happen when many travelers want to visit and stay in an area
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room rates and the number of operating hotel properties will increase
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what is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
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the strength of the brand name and the revenue the name will bring to the hotel
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which of the following is essential if employees are to effectively resolve guest problems as they occur
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the authority to make key decisions
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what is the name for the franchise disclosure document prepared by a franchisor and registered and filed with the state governmental agency responsible for administering franchise relationships
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FOC
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which of the following best describes a "moment of truth"
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it influences the guests total perception of a hotel visit
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what is the term used to identify those who sell the rights to use a hotels brand name
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franchisor
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what is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
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management contract
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which factor most influences guest perceptions about their experience at a lodging operation
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service
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which of the following is most essential to providing good service
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identifying guests needs and wants
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what is the term used to identify those who purchase the rights to a hotels brand naem
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franchise
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approximately how many hotels are in operation in the US
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50,000
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what is true about hotel management companies
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they generally manage hotels for a fee
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which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
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depreciation
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who will most often have the greatest detailed knowledge of guest likes and dislikes
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line level employees
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what is the agency that enforces federal antitrust and consumer protection laws related to franchisors
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FTC
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which association is a collection of state-level hotel associations working together to meet the educational, social, and legislative needs of its members
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the american hotel and lodging association
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in the small town of someko, michigan there are 5 hotels with a combined total of 650 sleeping rooms. during june an avg. of 400 of those rooms were sold each day, generating $29,200 in room sales. What was the average daily rate (ADR) of the town of someko for this month?
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$73.00
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when considering varied types of guests such as families on vacation and businesspersons, what will be true about each type
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they will have the same quality service expectations
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when the entire staff of a hotel consistenly fail to deliver quality service to guests, the problem is most likely that
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they are not being supervised with a service emphasis
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what does Amtrak operate
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trains
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what is the greatest difference between full service and limited service hotels
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the food and beverage services offered by the hotel
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what does a foot candle measure
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illumination levels
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for which item below would a "replace as needed" program be best
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water pumps
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what is a normal par level in hotel laundry
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3 times the normal usage
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what is true about abandoned property
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it has been intentionally left behind
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what is the lodging industry term used to identify the wages and benefits, replacement parts and contract services used to operate a maintenance and engineering department
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POM
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what is the purpose of an MSDS
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to help keep workers safe
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what do the initials PM refer to in a hotel maintenance department
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preventive maintenance
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what is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
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air handlers
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what is the advantage of a CFL
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reduced operational costs
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what is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
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deep cleaning
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what is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
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preventive maintenance
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what happens to a hotel's POM costs as a hotel ages
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costs increase
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which area would be considered public space in a hotel
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the pool area
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what best describes a hotels chief engineer
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the person in charge of the hotel's maintenances department
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which housekeeping- related term is not used by professional hoteliers
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maid
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what is true about mislaid property
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it has been intentionally left behind
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which group of housekeeping employees should receive blood born pathogen training
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All housekeeping employees
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in a housekeeping department, what is the role of inspector
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the ensure guest room cleanliness
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which group of employees will most often initiate the largest number of work orders
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housekeeping
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in a hotel with the linen cost of $2,486 in the month and the rooms sold was 1,130, what was the hotel's linen cost per occupied room
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$2.20
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what is another lodging term for work-order
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maintenance request
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cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
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daily
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what type of maintenance activity in a hotel would include lawn care, landscaping care and snow removal
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routine maintenance
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who usually maintains the washers and dryers placed in a hotel's guest laundry
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an outside vendor
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what is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
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2-4% gross revenue
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in a hotel guest room, which is a potential source of HIV
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needles left by intravenous drug users
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what is true about a hotel room that is "on-change"
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it is vacant and not yet cleaned
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a room attendant cleand 15 rooms in a shift consisting of 7 hours of work and 1 hour break time. What was this room attendant's cleaning time in minutes per room
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28
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what happens in a hotels OPL
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laundry is processed
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what is a guest seeking to communicate with a DND sign placed on the outside of the door?
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Do not clean this room now
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Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
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emergency maintenance
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who is responsible for making the distinction between mislaid, lost and abandoned property
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the hotel's executive housekeeper in keeping with the hotel policies and procedures
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which of the following represents the correct order of procedures used in cleaning linens and terry products
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sorting/washing/drying
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"terry" refers to guest room amenities that
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include bath towels, hand towels, and washclothes
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what is the most important reason for properly maintaining trash removal areas
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the elimination of insects, rodents and scavenging animals
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in a 150 room hotel with housekeeping costs of $8,000 and 2,500 rooms sold in a mont, what would be the hotels labor cost per occupied room for that month
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$3.20
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which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
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waste disposal costs
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what type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
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incandescent bulb
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what is the food service term for the amount of money remaining from a food sale after subtracting the items cost from its selling point
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contribution margin
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what name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
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comp set
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to whom does the sous chef in a large hotel report
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executive chef
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what complimentary breakfast characteristics are typically established by a hotels franchise company
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the specific brands of products served and serving hours
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suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
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at the advertised ending time
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which of the following would be considered a user-generated web site
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a web site that allows a hotel's guests to post reviews of their previous stays
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what term is used to describe the relationship between the amount paid for an item and the item's perceived quality
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value
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which is an example of a branded breakfast item
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kellogg cereal
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what is true about the cost of providing room service meals
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the cost is higher than that of dining room service
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which is the missing entry in the following formula when a hotel utilizes an accural accounting system? (Beginning inventory of food+_____) - ending food of food inventory=food cost
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purchases of food
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what type of activity describes the act of placing an ad in the yellow pages?
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marketing activity
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what is true about food served in the traditional french style
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it is prepared and cooked at the guests' table
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what type of activity describes a site tour
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presale activity
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when using a par inventory system, how does the individual responsible for purchasing food items determine how much to buy
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the buying is based upon predetermined desired inventory levels
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what is true about the traditional russian style
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it is placed onto service ware in the kitchen, brought to the guest's table by servers and then portioned onto the guests' plates
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when would hotel guest be charged a corkage fee
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when guests bring in their own bottles of alcohol for consumption at a hotel function
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what is true about a marketing plan
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it is designed to meet the hotel's sales goal
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what is the name for the difference between the original number of room requested by a group and that group's lower than requested actual room pick up
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attrition
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what is the approximate number of attendees at the average business meeting
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25 or fewer
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a brand specific frequent guest program is an example of a
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franchisors sales and marketing efforts
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from what language does the kitchen term "mise en place" originate
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French
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in the lodging industry, what is the meaning of the term room mix
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the ratio of different room types in a hotel
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what lodging industry term is used to identify a hotel's meeting rooms, conference areas and ballroom space
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function rooms
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which food service activity happens first
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confirm item quantity and quality
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in a hotel dining room with a total revenue of $1,150 and 85 guests served what would be the hotels check average
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$13.53
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what is the industry term for a form used by sales an food production personnel to detail the food and service requirements of a banquet
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BEO
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what is true about abandoned property
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it has been intentionally left behind
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what happens to the unit price of food service items as the number of those items purchased increases
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their price per unit declines
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the best menus are those developed based upon
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guest preference
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which of the following is a demand generator
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a college graduation weekend occurring near a hotel
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with 200 occupied rooms and breakfast costs of $450, what would be a hotels breakfast cost per occupied room?
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$2.25
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what is true about an accrual accounting system
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it matches expenses incurred with revenues generated
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with total breakfast costs of $550 for the week and an average of $2.20 cost per guest served, how many guests were served in the week
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250
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which items would typically be included in a deluxe breakfast served by a limited-service hotel but would not be included in a standard continental breakfast
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eggs and breakfast meat items
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what is the term describing stealing of small quantities of something over a period of time
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pilferage
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each of the following events would require one or more guest rooms, which would be classified as a SMERF
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a reunion held for veterans of the vietnam war
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a CVB is typically funded by what
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a hotels occupancy tax
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who usually maintains the washers and ryers placed in a hotels guests laundry
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an outside vendor
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what is the type of dining in which each available menu item is sold for an individual price
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a la carte
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assume you are reading a STAR report about a hotel you manage. what does an ADR index of 110 indicate
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your ADR is higher then that of your competitors
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which position would be a direct report to a hotels F&B director
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banquet manager
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which of the following best describes "managers reception" in a limited service hotel
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it is a reception that includes the services of complimentary food and/or beverages
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in a very small limited service property, which individual is typically responsible for the setup of the property's complimentary breakfst area
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night auditor
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which is the most important market for large convention hotels
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group market
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what is true about a hosted bar
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the host pays for the beverages cosumed by guests
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what is true about transient travelers
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they are individual travelers
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in a full service hotel what is true abouth the profitability of banquet food sales compared to that of dining room sales?
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profits are higher with banquet sales
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what is the difference between advertising and publicity
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publicity is free
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which of the following is NOT a demographic factor of a guest
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personality type
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what does STAR report evaluate
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a hotels sales and marketing teams results in relation to those of other hotels
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for food service buyers when does the ownership exchange of products the have purchased actually take place
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upon receiving
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what is a per diem
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a fixed amount paid for a guests daily travel expense
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with 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
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$1.38
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what is true about sanitation concerns in a limited service- hotel
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they are important for all workers serving food
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which types of food items have labor "built in" to their prices
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make or buy items
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what is the purpose of cold calling
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to qualify prospects
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which factor has the most impact on the number of guests who will be served in a limited service hotel
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the number of hotel rooms sold the previous night
