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HB 100 msu

Terms in this set (104)

Key to being successful in the hospitality industry is?
being a service oriented person
ethics is
a set of moral principles and values used to answer questions about right ad wrong
inseparability refers to?
the fact that production and consumption occur simultaneously
empowerment
a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations success
All of the following are part of Disney's five steps of Leadership except
hold managers accountable for member feedback
Guest loyalty is
keeping guest happpy and returning often
Intangible means
cannot be perceived by the senses
the Symbol of welcome friendship and hospitality is a
pineapple
Internal customers are
the employees
If room revenue is 75,884`and the total number of rooms sold is 662 then average daily rate is
114.63
the purpose of self assessment is to
measure strengths and weaknesses
the concept of protecting the natural resources of the planet while achieving corporate profitability
sustainability
guest calls for reservations and guest welcome are both examples of what
moments of truth
The main advantage of using an electronic door locking system is
record of who enters the room and when
examples of hotel level of service classification include
full service, midscale, extended stay, limited service
which of the following departments is the largest in a hotel in terms of people?
housekeeping
Property management systems are designed to assist front office employees in performing functions related to what tasks?
reservations, rooms and guest account management
An environment that can deliver a complete hooking system tied to the hotel's inventory in real time via the webis called a
application service provider
Hotels and motels that are part of a ------ share a centralized reservation system and a common image, logo or advertisment slogan
referral association
The are of a hotel most often described as the nerve center or hub of the hotel is the
front office
in order to determine if a hotel development project would likely succeed we would perform a
feasibility study
corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as
management companies
the executive committee of a hotel is
made up of key associates who head major departments
Marriot 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
management contract
The front office, housekeeping, security and communications all fall under what department?
Room division
the person at a desk in the lobby of a hotel who assists guest with restauraunt reservations, directions, tickets to shows and other advice is the
concierge
The purpose of revenue management is to
increase profitability
A demand forecasting technique used to maximize room revenue is known as
revenue management
In this type of ownership investors do not pay corportate income tax, however they distribute the majority of net income and to shareholders, and are publicily traded
real estate investment trust
Guest folios are typically managed by
hotel property management system
the individual responsible for the task of balancing hte guests accounts receivables is the
night auditor
hotels may be classified by
location, price, and service
As the hotel industry matures, corporations are either acquiring or merging with each other. This is...
consolidation
In franchising the franchisee is granted rights to
use trademarks. operating procedures and other business procedures
the ultimate responsibility and authority of running a hotel rests with
the general manager
the hotel california has 642 rooms and 413 are occupied. The occupancy percentage is
64
The hotel california has 642 rooms and the room revenue is 84,593. The REV PAR is
131.76
The dollar differential between the cost and sales price of a menu item is called
contribution margin
Introduced by excoffier, this kitchen system organizes work stations more effectively
brigade
Hotel restaurants present a challenge to food and berage directors because
guest need are unpredictable
The capture rate is defined as the
number of guests staying at the hotel who dine i nthe hotels restaurant
the cost of depleted inventory for a cocktail is .74$ and the selling prices is 3.75. What is the pour cost percentage?
19.7%
the document prepared for the catering department to follow that contains all of the critical information about the event is the
catering event order
The hotel requires the number of guests attending a catering function at least seven days in advance. This number is called the
guarantee
some hotels have a policy of preparing --- more meals than the number attending a function in order to accomodate additional people
3-5%
Labor cost benchmarks are measured by
cover per person hour
responsibilities of the chief steward include which of the following
maintaining strict inventory control for glassware, chine and cutlery
An acceptable profit margin for food is a hotel is--- precent
25-30
experienced room service managers know one of the most important challanges to room service operations is
forecasting demand.
Cabernet sauvignon and pinot noir are types of --- wine
red
poultry, fish and egg entrees are best served with ---- wine
white
still wines are those with
no carbonation
methode chamenoise refers to
a second fermentation in the bottle, resulting in a unique sparkling quality
examples of fortified wines are
port, sherry and madeira
aromatized wines are fortified and flavored with
herbs flowers bark and roots
beer is brewed and fermented beverage made from--- and flavored with----
malted varley and starchy cereals: hops
The most important ingredient in beer is
water
spirits differ from wine and beer in that they are
fermented and then distilled
proof is equal to
twice the percentage of alcohol by volume
bourbon whisky is made from
corn mixed with rye
coffee first came from
ethiopia and mocha
legislation that governs the sale of alcoholic beverages is known as
dram shop legislation
by providing training on the responsible service of alcoholic berverages to severs and bartenders a business owner can
potentially lower liability insurance rates
The word restaurant is a french word meaning
restore
----- simplified french cooking and reduced the number of sauces to fivemother sauces
auguste escoffier
novelle cuisine translates into what
lighter cuisine
---- are operations owned by one or more owners who are usually involved with the day to day operations of the buisness
independent restaurants
franchises are most often affiliated with
chains
noise level, sounds, decorations, table settings and othe subconscious cues that customer receives when entering a restauant collectively make up the
ambience
An ---- menu repeats iteself after a period of time
cyclical
The ---- must harmonize with the theme of the restaurant
menu
the target market and concept to a large extent will determine hte
menu prices
Fusion restauants are
a blend of two or more cuisines
quick service restaurant have increased in populatirty because of
their location strategies
chinese, spanish, thai, indian, and mediterranean are all examples of ---- restaurants
ethnic
Theme restaurants are particularly appealing because they
offer a total experience and a social meeting place
at the end of his persentation phil hickey challenged you as a student to set goals fro
fifteen years from today
A cover is equivalent to
a guest
curbside appeal includes
the appearance of the property from the parking lot to the restrooms
if total sales are 2550 and 110 guest were served the average guest check would be
23.18
forecasting sales has two components
guest counts or covers and average check amount
describing recommending showing and offering a variety of food and verage choice to a guest is known as
suggestive selling
American service refers to
less formal yet professionaly served
the back of the house is if not run by an executive chef is usually run by the
kitchen manager
financial managment reporting needs to be
flexible for interpretation
organization and performance on the cooking line as well as good results depend on
teamwork
the person responsible for ordering should never be the
same person as that who does the recieving
Prime cost for a restaurant that does not serve alcoholic beverage is
combination fo food and labor costs
the beacon drive inn had food sales of 45000 an opening inventory of 8000 puchases of 13000 and an ending inventory of 9000. What was the food cost percentage?
26.7
if beverage sales are 25600 and beverage costa are 7500 and puchases are 8500 the beverage cost percent is
29.3
Compared to commercial operations, managed services have the advantage of
being able to predict the number of meals and portion sizes
Inflight foodservice management operators
plan menus, develop product specifications and arrange purchasing contracts
examples of the types of service a company like sodexho might provide inclue
housekeepign groundskeepign and foodservice and plant operation and management as well as facilities management
which of the following is a major challenge in elementary and secondary school foodservice
balancing salability with good nutrition
buisnesses use managed food services for many reasons one of which is
quality and ifnancial arrangements are better
In terms of managed services for many reasons, one of which is that
feeding troops officers in clubs dining halls and military hospitals
schools that participate in the nation school lunch program are able to take advantage of
federal funding in the amount of about 2.72 pe meal per student
some of the driving forces and trends with college campus foodservice are
branded concepts privatization campus cards and computer use
colleges are more diverse in their food service operations
because tehre are many palces and occasions for food service so students are not bored with the same food
bedgeting is easier with on campus college foodservice because
students have prepaid for their meals and their numbers are easier to forecast
in an effort to increason cash sales and to manage profitability managers of health care operations have become more resourcful by
developin gconcepts like medical malls and retail shops, bakeries, catering, and restauants
the leisure and recreation segment of managed services includes
stadiums arens and parks
for patiens who diets are not restricted some hospitals have adopted a concept called
room service menu
companies that operate their own food service operation are called
self operators
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