Travel Industry midterm
Terms in this set (90)
when it comes to juding the quality of service, whose expectations are most important>
the person receiving theservice
in a servcie business
other customers are partof the service product
SWOT analysis is an analysis:
of a company's internal and external environments, looking for strenghts, weaknessess, opprtunities, and threats
At the Walt Disney Company, managers spend two days of employee orientation telling newly hired employees the history of the company, relating Walt Disney's life story, and teaching new hires the Disney "language." The reason they do this is to:
teach new employees the corporate culture.
Good service is:
service that meets customer needs in the way that customers want and expect them to be met
Hotels and restaurants are "capacity-constrained" businesses. This means that:
-they must manage both supply (production capacity) and dmeand
-the number of customers they can serve is limited or constrained by such variables as the amount of staff, equipment, and seats or rooms they have
Which of the following statements about providing good service is false?
Companies that provide good service make sure their employees don't act like managers and try to solve problems on their own
Which of the following statements about staff turnover and service is true?
Staff turnover hurts a business's ability to provide good service.
If a restaurant offers the same amount of capacity no matter how high the demand, it is following a __________ strategy.
Disney's four basic service priorities are:
safety, courtesy, show, efficiency
We can expect that more people will be able to travel and dine out in the years ahead because:
on average, the world's population is growing older, and we tend to accumulate wealth as we age
Of the developed nations, __________ offers fewer legal holidays than most other countries.
the united states
At the most basic level, the main reason people travel is to:
to gather info
the world's population is:
The type of research that attempts to classify people's behavior in terms of their lifestyles and values is called __________ research.
At some travel destinations in developing countries, a large economic gap between a luxury resort's guests and its employees can contribute to:
the erosion of an area's culture and traditional values.
What is the industry term for the indirect economic benefits that a hospitality business brings to its local community?
Ecotourism is defined by the Ecotourism Society as:
"responsible travel which conserves environments and sustains the well-being of local people."
The travel and tourism industry helps encourage environmental responsibility by:
providing local residents with an economic incentive for preserving habitat and wildlife.
Among potential vacationers, one of the characteristics of members of the price and sights group is their:
interest in seeing the most things for the least amount of money
people who are skillful in dealing with data tend to enjoy
working with computes
which of the following hotel positions tends to be attractive to people who are skilled at dealing with things
Who is the Chief Operating Officer of a hotel
which of the following is an advantage of working in the hospitality industry
all of the above
why do independnent hospitality operations offer better learning enviroments for entreprenuers than do chain-affiliated properties
financial and operating deisions are made on site independent hospitality operations, rather than at corporate headquaters
One of the conditions that managers of private clubs must contend with is that:
the "guests"—the club members—are also the owners of the club in many cases.
Which of the following is an advantage of working in a chain hotel?
-better training -more opportunites for advancement
The purpose of a résumé is to:
convince a potential employer to interview you
Which of the following is good advice for handling a job interview?
Find out as much as possible about the company before the interview.
In a hotel, the person primarily responsible for developing and administering programs to improve employee morale is the __________ manager.
The largest segment of the restaurant industry is:
eating and drinking places
Almost all casual restaurants are __________ restaurants.
Which of the following is a distinguishing feature of a quick-service restaurant?
all of the above
Sports arenas, race tracks, movie theaters, and amusement parks are part of the __________ segment of the restaurant industry.
recreation and sports
When it comes to take-out food, supermarkets are:
increasing the size and scope of their take-out food operations.
Restaurants that feature a dozen or so main-course items on the menu and cook to order are classified as __________ restaurants.
The most important reason restaurants fail is that the operator:
is not knowledgeable enough about marketing, accounting, and other business subjects.
The foundation of a restaurant's concept is its:
Which of the following elements does a restaurant's feasibility study contain?
-data on local population characteristics
-a proposed operatind budget for the restaurant's first three years
The business and industry market consists of:
non-food service businesses that offer on-site food service to their employees.
Offering menu items that use fresh fruits or vegetables that are out of season is likely to:
increase food costs and lower food quality.
Which of the following is considered a specialty menu?
Quick-service restaurants typically use __________ menus.
The fastest-growing segment in the restaurant industry today is the __________ segment.
The document that shows a restaurant's financial condition on a given day is called the:
You operate a restaurant in Pennsylvania. You hear of a restaurant trend that is becoming very popular in California. What should you do?
You should survey or otherwise find out from your guests what they think of this trend.
A purchase specification is a:
detailed description of a food item for ordering purposes.
In most operations, the stock of alcoholic beverages is controlled using a __________ inventory system.
Managers can figure out exactly how much it should cost to produce each menu item if:
standard recipes are followed.
The following restaurant food figures refer to a single time period:
Beginning inventory $20,000
Food Purchases $15,000
Closing Inventory $4,000
Cost of employee and comp meals consumed $2,000
What is the restaurant's cost of food sold for this time period
Which of the following guest segments usually pays high guestroom rates?
"Guest mix" refers to the:
variety or mixture of guest segments that stay at a hotel.
Most of today's center-city hotels are __________ properties operated or managed by __________.
full-service; hotel chains
Which of the following hotel strategies was predominant during the 1980s?
pamper guests with special amenities and services
Historically speaking, tourist courts were the forerunners of today's __________ hotels.
Which of the following statements about franchising is true?
A "franchisor" is the party granting the franchise.
A timeshare condominium is a type of lodging property in which:
owners, instead of purchasing an entire condominium, purchase a block of time each year during which they own a unit and have the right to stay at the condominium.
The most expensive hotels to operate are __________ hotels.
A feasibility study contains:
-an evaluation of the proposed site and the surrounding area
-an analysis of the competition
- a recommendation of how big the hotel should be, and the facilities and services it should offer.
Which of the following is a hard cost?
the land on which the hotel will be built
The night audit involves:
verifying that income is properly credited to the division that earned it.
What is the formula for calculating a hotel's average daily rate?
rooms revenue divided by rooms occupied
The "capture rate" is the:
percentage of hotel guests who eat meals in the hotel
A business operated inside a hotel by an independent operator, from which the hotel receives income, is called a:
Front office, reservations, housekeeping, and uniformed service are four departments within a hotel's __________ division.
Which of the following hotel areas is a cost center?
When a hotel guest enters the hotel lounge and orders a glass of wine, the "product" the guest is paying for and expects to receive:
includes the lounge, the server, and the bartender as well as the glass of wine.
Which of the following is not a method of evaluating quality programs at hotels?
Which of the following statements about a hotel's catering department is false?
Catering sales can represent as much as 75 percent of a hotel's total food and beverage sales.
Those hotel costs that relate to the entire hotel, not one specific department or division, are called:
Which of the following types of clubs is considered a city club?
Members of a social club usually have what type of affiliation?
they enjoy being in one another's compnay
Which of the following is not an accurate description of country clubs?
Country clubs are primarily recreational and social facilities for wealthy travelers.
are sometimes managed by civilians
Which of the following is a legal basis for discrimination with respect to membership in an equity club?
Which of the following statements about club membership dues is false?
City clubs usually have higher membership dues than country clubs.
Today, there are approximately __________ private clubs in the United States.
Revenue from the sale of food and beverages is:
the second biggest source of revenue for city and country clubs.
The Friars Club in New York City is an example of a __________ club.
Which of the following is the single largest expense in operating a club?
Which of the following is a typical function of a professional exhibitor?
promoting trade shows
The largest category in the corporate meetings market is:
Compared with association meetings, corporate meetings generally require __________ lead time.
A "collection of exhibits specific to one or more closely allied or associated trades" describes which of the following?
wholesale and retail trade show
Meeting groups account for approximately __________ percent of the business of hotels with more than 1,000 rooms.
The meetings market segment accounts for almost all of the business at:
Which of the following is not one of the four kinds of trade shows?
Which of the following is a point that a meeting planner typically negotiates with a hotel?
all of the above
The position of "convention services manager" is:
-found mainly in big hotels
-a relativley new one within the hotel industry
Which of the following is a typical function of a community's convention and visitors bureau?
producing films that promote the community as a meeting site