HB 100 msu

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