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HB

Terms in this set (86)

Key to being successful in the hospitality industry is:
being a service-oriented person
Ethics is (are):
a set of moral principles and values used to answer questions about right and wrong
Empowerment is:
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 guests happy and returning often
The symbol of welcome, friendship and hospitality is a(n):
a Pineapple
Internal customers are:
the employees
The purpose of a self-assessment is to:
measure the strengths and weaknesses
The concept of protecting the natural resources of the planet while achieving corporate profitability:
sustainability
Guest calls for reservations and a guest welcome are both examples of what?
moments of truth
The main advantage of using an electronic door locking system is
record who enters the room and when
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 booking system tied to the hotel's inventory in real time via the Web is called a(n)
Application Service Provider
Hotels and motels that are part of a ________ share a centralized reservation system and a common image, logo or advertising slogan.
referral association
In order to determine if a hotel development project would likely succeed, we would perform a(n)
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
Marriott 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?
rooms division
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:
concierge
A demand-forecasting technique used to maximize room revenue is known as:
revenue management
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.
Real estate investment trusts
The individual responsible for the task of balancing the 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
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
Hotel restaurants present a challenge to Food and Beverage directors because:
guests' needs are unpredictable
The capture rate is defined as the:
number of guests staying at the hotel who dine in the hotel's restaurant
The cost of depleted inventory for a cocktail is $0.74 and the selling price 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
Some hotels have a policy of preparing ____ more meals than the number attending a function in order to accommodate additional people.
3-5%
Responsibilities of the Chief Steward include which of the following?
Maintaining strict inventory control for glassware, china and cutlery
An acceptable profit margin for food in a hotel is _____ percent.
25-30%
Experienced Room Service Mangers know one of the most important challenges 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 champenoise 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 a brewed and fermented beverage made from ________ and flavored with ________.
malted barley and starchy cereals; hops
The most important ingredient in beer is:
water
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 beverages to servers 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 five "mother sauces."
Auguste Escoffier
Novelle cuisine is defined as?
Lighter cuisine
________ are operations owned by one or more owners who are usually involved with the day- to-day operations of the business.
Independent restaurants
Franchises are most often affiliated with
chains
Noise level, sounds, decorations, table settings, and other subconscious cues that a customer receives when entering a restaurant collectively make up the
ambience
The _________ must harmonize with the theme of the restaurant.
menu
Fusion restaurants are
a blend of two or more cuisines
Quick service restaurants have increased in popularity 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
There are ____ accounting periods in a typical restaurant.
13
Curbside appeal includes:
the appearance of the property from the parking lot to the restrooms
If total sales are $2145.00 and 110 guests were served, the average guest check would be:
$19.50
Forecasting sales has two components:
guest counts or covers, and average check amount
Describing, recommending, showing, and offering a variety of food and beverage choices to a guest is known as:
suggestive selling
The "back of the house" is if not run by an executive chef is usually run by the:
kitchen manager
Financial management 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 receiving
Prime cost for a restaurant that serves alcoholic beverages is:
combination of food, beverage and labor costs
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 include
housekeeping, groundskeeping, 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
Businesses use managed food services for many reasons, one of which is that:
quality and financial arrangements are better
In terms of managed services, feeding military personnel includes:
feeding troops, officers in clubs, dining halls and military hospitals
Schools that participate in the National School Lunch Program are able to take advantage of:
federal funding in the amount of about $2.72 per 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:
so students aren't bored with the same food
Budgeting is easier with on-campus college foodservice because:
students have prepaid for their meals and their numbers are easier to forecast
The leisure and recreation segment of managed services includes:
stadiums, arenas, and parks
For patients whose diets are not restricted, some hospitals have adopted a concept called:
room service menu
Companies that operate their own food service operations are called:
self-operators
What is Jeff Sinelli's latest entrepreneurial venture called?
Burguesa Burger
Which Wich offers more than ____ different types of sandwiches with the most popular one being the ____________?
50; The Wicked
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