True or False: Total quality management (TQM) generally leads to increases in costs. |
False |
True or False: Disney's mission statement is "We create service." |
False |
Which of the following situations is considered a moment of truth? A. When a banquet is planned |
D. When a server takes an order |
Which of the following is a characteristic of the products and services offered by the hospitality industry? A. Guests can own and test the services provided to them. |
D. Guests' inputs are required for producing the products. |
True or False: There are very few professions in the hospitality and tourism industry. |
False |
Which of the following is true of total quality management (TQM)? A. This process prefers the term "customers" over the term "guests." |
D. It empowers all level of employees to establish guest service expectations. |
True or False: The hospitality industry suffers from perishability of products. |
True |
Which of the following is an approach of Disney's service? A. Disney looks at business from the guests' perspective. |
A. Disney looks at business from the guests' perspective. |
Which of the following characteristics interrelates the tourism and hospitality industry? A. Its rate of growth is very slow. |
C. The industry includes careers in theme parks and casinos. |
True or False: In the context of service, internal customers are the employees who work in the front of the house. |
True |
________ refers to visits to a country by nonresidents of that country. A. Inbound international tourism |
A. Inbound international tourism |
True or False: Tourism is an easy way of gaining a balance of trade with other nations. |
True |
True or False: The Airlines Reporting Corporation (ARC) is the world's largest travel trade association. |
False |
True or False: The long-term prospects for tourism are poor because of the increasing terrorist attacks. |
False |
True or False: In a tourist country, the living conditions of the local people are adversely affected by tourists. |
False |
Which of the following statements is true of long-term prospects for tourism? A. The pace of tourism's growth until 2000 was lower than the WTO's forecast but was compensated by the growth in the next 14 years. |
B. The WTO believes that the underlying structural trends of its forecast have not changed significantly |
True or False: The hub-and-spoke system of air travel increases losses for airlines. |
False |
The purpose of the ________ is to facilitate the movement of people and goods via a network of air routes. A. International Civil Aviation Organization (ICAO) |
C. International Air Transportation Association (IATA) |
True or False: The convention and visitors bureau (CVBs) is the main body for the promotion and development of tourism in the United States. |
False |
________ generates the majority of its revenues by business travel through corporate accounts. A. JP Morgan Chase & Co. |
B. American Express Travel Services |
Which of the following statements is true of different methods of tourist travel? A. The hub-and-spoke system decreases passenger loads from small cities. B. Development of railroads in the early 19th century made travel sufficiently inexpensive and comfortable for the masses. C. The train is the most convenient form of transportation for short distances and led to the development of motels. D. Automobiles are the most convenient forms of transportation for long distances. |
B. Development of railroads in the early 19th century made travel sufficiently inexpensive and comfortable for the masses. |
In the context of economic impact of tourism, which of the following is true of the multiplier effect? A. Recycling of money occurs when tourism-related businesses purchase local goods. |
A. Recycling of money occurs when tourism-related businesses purchase local goods. |
True or False: The multiplier effect refers to the recycling of tourists' money by other businesses. |
True |
Which of the following factors has contributed to the increase in employment opportunities in the tourism industry?
A. Degradation of environmental conditions |
D. The opening of borders |
True or False: Tourism leaves both positive and negative impacts on communities. |
True |
True or False: Governments minimize the environmental impact of tourism by refusing to expand access to destinations. |
True |
True or False: Tourist visits "motivated wholly or in part by interest in the historical, artistic, scientific, or lifestyle/heritage offerings of a community, region, group, or institution" are called heritage tourism. |
False |
Which of the following statements is true of the social and cultural impact of tourism? A. World tourism organizations recognize that tourism generally leads to international conflicts. |
C. Political stability determines the desirability of a travel destination. |
Which of the following is a difference between leisure travel and business travel? A. Leisure travelers are older, whereas business travelers are younger than leisure travelers. |
A. Leisure travelers are older, whereas business travelers are younger than leisure travelers. |
Which of the following statements is true of ecotourism?
A. Ecotourism projects that are developed on a large scale are easier to control. |
B. Ecotourism focuses on providing tourists with new knowledge about a certain natural area and its culture. |
True or False: Travel literature and films present an accurate picture of vacation destinations. |
False |
Which of the following statements is true about heritage tourism? A. Heritage tourism is on the rise in the United States as travelers seek homogenized experiences. |
B. Local cuisine is a cultural resource with a lot of drawing power. |
True or False: In developing countries, once political stability has been sustained, hotel development quickly follows as part of an overall economic and social progression. |
True |
In the context of the most unusual hotels, the ________ provides guests with a space of about 7 feet by 7 feet that contains a bed and television.
A. Ice Hotel in Sweden |
C. Capsule Hotel in Japan |
True or False: The guests of hotels nestled in the Himalayan Mountains usually suffer from nausea, headaches, or sleeplessness. |
True |
In the context of the Green Partnership program, which of the following is considered one of Fairmont's project? A. To provide varied, quality menus that are served in an attractive, attentive manner |
B. To minimize the impact on the environment by making improvements in waste management and water conservation |
The ________ rates hotels by the diamond award. A. Travel Industry of America (TIA) |
C. American Automobile Association (AAA) |
True or False: A true bed and breakfast inn is an accommodation with the owner, who lives on the premises or nearby, providing a clean, attractive accommodation and breakfast. |
True |
Which of the following is a benefit of franchising to the franchise company? A. Low fees, both to join and ongoing |
D. Increased market share and recognition |
True or False: Three-diamond properties have simple roadside appeal and the basic lodging needs. |
False |
Which of the following is a challenge faced by resort hotels? A. The owner living on the premises has to ensure a clean accommodation and provide a memorable breakfast. B. Some resorts need a meeting space to cater to business people who want to fly in, meet, and fly out. C. Some resorts do not operate year-round, hence it is difficult to attract, train, and retain competent staff. D. |
C. Some resorts do not operate year-round, hence it is difficult to attract, train, and retain competent staff. |
True or False: Franchising in the hospitality industry is a concept that allows a company to expand quickly by using its own financing. |
False |
True or False: The rack rate is the published rate that the hotel would like to get for the room. |
True |
Which of the following statements is true about upselling? A. It occurs when a guest pre-books a room on a higher floor having extra features. |
D. It occurs when front-desk associates suggestively sell the features of a larger room. |
If a hotel has 200 rooms and the number of rooms sold is 120, which of the following is the room occupancy percentage in this case? A. 50 percent |
C. 60 percent |
________ is a nonprofit organization that provides science-based environmental certification standards that are credible, transparent, and essential in an increasingly educated and competitive marketplace. A. Paper Recycling Agency |
D. Green Seal |
If the rooms revenue is $65,500 and the total number of rooms sold is 520, then the average daily rate is ________.
A. $125.90 |
A. $125.90 |
True or False: The executive committee makes a first impression on the guests. |
False |
True or False: Hotels, whether they are chain affiliated or independent properties, all exist to serve and offer a great lodging experience while making a profit for the owners. |
True |
True or False: |
The executive chef has to exceed guest expectations in the quality and quantity of food, its presentation, taste, and portion size. |
________ is calculated by dividing room revenue by the number of rooms available. A. Rate achievement factor |
C. RevPar |
Which of the following is a role of the hotel general manager? A. Meeting guests at peak times in the lobby and F&B outlets to keep guests satisfied and returning B. Overcoming the complexities of operations by minimum communication with employees and guests C. Minimizing the impact of the hotel on the environment by making improvements in waste management and water conservation D. Avoiding hiring of division heads who have more experience in their role than themselves |
A. Meeting guests at peak times in the lobby and F&B outlets to keep guests satisfied and returning |
________ is a special account for a company that has established credit with the hotel.
A. Transient ledger |
B. City ledger |
True or False: The general manager uses input from the executive committee and makes all the major decisions affecting the hotel. |
True |
Which of the following key players in the cruise industry is financially the most successful? A. Carnival Cruise Lines |
A. Carnival Cruise Lines |
Which of the following statements is true of the middle market? A. It generally uses six-star vessels. |
C. It provides superior meals and attentive service. |
True or False: Royal Caribbean Cruises received the Leading Cruise Line in Asia-Pacific award. |
False |
True or False: Crossings enable you to reach places like the small island group of the Marshall Islands. |
False |
The ________ is in charge of all onboard entertainment and activities.
A. Hotel manager |
D. Cruise director |
True or False: The cruise director is the highest-ranking position on a cruise ship, receiving most of the perks. |
False |
Which of the following statements is true of world cruises? A. They have limited onboard entertainment. |
B. They are totally self-sufficient. |
True or False: The White Star and Cunard Steam Navigation Company is recognized as the inventor of cruising. |
False |
True or False: The ships in the mass market have their own personality that caters to a variety of different guests. |
False |
On April 15, 1912, the ________ collided with an iceberg, and many poorer passengers were locked below deck while the first-class passengers boarded the lifeboats.
A. Olympic |
B. Titanic |
True or False: Applebee's restaurants are company owned, but the majority are franchised by territory. This is an example of a restaurant chain. |
True |
Which of the following statements is true of chain restaurants?
A. They do not have the cash flow required to last until a profit can be made. |
C. They believe in the removal of uncertainty from the dining experience. |
True or False: A franchise offers limited flexibility and creativity because the owner must comply with the terms of the franchise. |
True |
Tobias is a famous musician who also owns a restaurant. This type of restaurant is an example of a(n) ________. A. Theme restaurant |
C. Celebrity restaurant |
True or False: Individual restaurants can be owned by large companies or they can be franchised. |
False |
True or False: As more restaurants join the Green Restaurant Association and become certified, the lesser the impact on reducing their environmental footprint will be. |
False |
Which of the following is a method to create healthy and flavorful dishes? A. Taking advantage of the shrinking globe and the disappearance of national borders to bring new ideas and flavors to restaurants B. Pursuing cultural culinary fusion to avoid aggressive and bold flavors C. Thickening soups and sauces by using traditional thickening methods instead of processing the food item's natural starches D. Redefining the basic mother sauces by adding the bechamel and egg-based sauces and avoiding coulis, salsas, or chutneys |
A. Taking advantage of the shrinking globe and the disappearance of national borders to bring new ideas and flavors to restaurants |
True or False: A few ethnic restaurants have a fusion of two cuisines. |
True |
Which of the following restaurant segments has the highest market share among quick-service restaurants? A. Lodging |
D. Sandwich |
In the context of quick-service restaurants, which of the following dominates the chicken segment with sales of $11 billion? A. Burger King |
D. KFC |
True or False: The food cost percentage is calculated as the cost of food sold divided by beverage sales for a specific period. |
False |
Which of the following statements is true about the training and development of kitchen staff? A. An employee's training is considered to be complete when he or she passes a test. |
B. Ensuring adequate training is necessary because the success of the business lies in the hands of the trainer and the trainee. |
True or False: A production control sheet is used to note the number of dishes returned by guests. |
False |
True or False: The National Restaurant Association (NRA) has formulated an analysis of the foodservice manager's job by functional areas and tasks. |
True |
In the week leading up to Easter, the cost of food sold by a cafe is $8,500. The total food sales in the same period amount to $42,000. Calculate the food cost percentage. A. 15.3 |
B. 20.2 |
True or False: The back of the house includes anyone with guest contact from the hostess to the busperson. |
False |
Which of the following operations is the backbone of a full-service restaurant? A. Accounts |
C. Kitchen |
Wallace, the restaurant manager at a restaurant, is preparing for the evening shift. As he does every day, 30 minutes prior to the start of the shift, Wallace goes through his shift readiness checklist. In this scenario, which of the managerial functions described by the NRA guidelines is Wallace undertaking? A. Operations Management |
B. Administrative Management |
________ service is a method in which the food is prepared and decoratively placed onto plates in the kitchen, carried into the dining room, and served to guests. A. French |
C. American |
True or False: Suggestive selling occurs when servers introduce themselves and offer a variety of beverages and/or specials, or invite guests to select from the menu. |
True |
The United States government enacted the National School Lunch Act of 1946 in response to concerns about malnourishment in ________. A. Students |
D. Military recruits |
True or False: Companies sometimes choose to operate their own foodservices, as it is easier to control one's own operation. |
True |
Which of the following statements is true about managed services in the case of health care facilities? A. Foodservice managers do not have to be creative in the development of menus and meal themes. B. Health care employees have a lot of leisure time to enjoy a nutritious meal. C. The challenge of health care managed services is to provide patients the same meals as everyone else. D. Health care managed services operations are remarkably complex because of the necessity of meeting delicate clientele needs. |
D. Health care managed services operations are remarkably complex because of the necessity of meeting delicate clientele needs. |
Which of the following statements is true of the differences between managed and commercial foodservices? A. Most commercial foodservices produce food in large-quantity batches for service and consumption within fixed time periods, whereas managed services do not. B. Managed operations are more likely to be housed in host organizations than commercial foodservices. C. The guests of managed foodservices are more likely to have alternative dining options than the guests of commercial foodservices. D. The volume of business is more consistent in commercial foodservices than managed foodservices. |
B. Managed operations are more likely to be housed in host organizations than commercial foodservices. |
True or False: Most staff support positions within managed services offer career opportunities only in that area of operations. |
False |
True or False: Nutrition education programs are a required part of the school lunch program in the United States. |
True |
Which of the following statements is true of military foodservice? A. Menu management is a cost-saving measure that the officers' clubs are using. |
A. Menu management is a cost-saving measure that the officers' clubs are using. |
Which of the following is an advantage that a college foodservice manager would have over a restaurant manager? A. College foodservice operations now offer a very limited set meal plan for students. |
C. Budgeting is made easier because the on-campus students have already paid for their meals and their numbers are easier to forecast. |
True or False: Managed services consist of all foodservice operations of airlines, military, elementary and secondary schools, health care facilities, business and industry, airports, conferences, travel plazas, and national parks. |
True |
True or False: One of the similarities between managed services and commercial foodservices is that they both face the challenge of pleasing the guests as well as the client. |
False |
Which of the following statements is true of the process of brewing beer? A. Breweries typically buy uniform cultured yeast that determines the taste of the beer. |
D. After the brewing operation, the hop wort is filtered through the hop separator or hop jack. |
True or False: The legislation that governs the sale of alcoholic beverages is called dram shop legislation. |
True |
Which of the following countries uses the name of the grape variety to name the wine?
A. France |
C. The United States |
True or False: Sports bars have always been popular but have become more so with the decline of disco and singles bars. |
True |
Which of the following spirits was widely produced in the U.S during prohibition, leading to the creation of the cocktail?
A. Bourbon |
B. Gin |
Red wine goes well with ________. A. Chicken |
B. Cheese |
Which of the following statements is true about eighteenth-century common law on liability for injuries caused by intoxicated customers? A. It only holds the intoxicated customers liable. |
D. It does not hold the vendors liable except in cases involving minors. |
True or False: In terms of alcohol content, proof is equal to the percentage of alcohol in the beverage. |
False |
Which of the following is a traditional approach to wine and food pairing?
A. When a dish is cooked with a particular wine, it should be served with a different kind of wine. |
B. Dessert wines best complement fresh fruits that are not highly acidic. |
Which of the following statements is true of the trends in coffeehouses in the United States and Canada? A. The failure of coffeehouses is reflected in the closure of coffeehouse chains in the United States. |
D. They were created as there was a niche in the beverage industry that was yet to be filled. |
True or False: In the United States, Texas is the highest wine-producing state. |
False |
True or False: Fortified wines are the wines that contain herbs and flowers in them. |
False |
Sparkling wines sparkle because they contain ________. A. Carbon dioxide |
A. Carbon dioxide |
True or False: Ale is a clear, light-bodied refreshing beer. |
False |
True or False: The executive assistant is the key to the success of the quality and condition of the golf course and the main reason that members join a club. |
False |
Which of the following statements is true of the goals of the Club Managers Association of America (CMAA)?
A. It has reinforced the role of club managers with the traditional managerial model. |
C. It advances the profession of club management by advancing the club managers' skills. |
True or False: The main difference between club management and hotel management is that with clubs, the guests feel as if they are the owners and thus frequently behave as if they are the owners. |
True |
True or False: Key players in the club industry include ClubCorp, WCI Communities, and American Golf. |
True |
True or False: The Club Managers Association of America (CMAA) is the professional organization to which many of the club managers of the private country clubs belong. |
True |
The National Press Club in Washington, D.C., the Lawyer's Club in New York City, and the Friars Club are examples of ________. A. Country clubs |
B. Professional clubs |
Which of the following is a similarity between club management and hotel management? A. Guests at both hotels and clubs have vested financial interests in the respective organizations. |
D. They have both evolved over the past few years. |
True or False: Proprietary clubs are private clubs for alumni or alumnae of schools and universities. |
False |
Which of the following statements is true about country clubs? A. Members of these clubs are only billed for the facilities they use. |
C. Members of these clubs regard membership as a reward for their success. |
Which of the following statements is true about a club's management structure? A. The internal management structure of a club is not governed by any corporation's articles of incorporation or bylaws. |
D. The officers establish policies by which the club will operate. |
True or False: The concept of Reggae on the River originated as a pagan celebration in ancient Rome or Greece, and was imported from Italy in the late nineteenth century. |
False |
True or False: Walt Disney World is composed of five theme parks, of which Universal Studios is one. |
False |
________, which originated in Munich, is marked by folk costume parades in which brewery horses pull floats and decorated beer wagons through the streets.
A. Oktoberfest |
A. Oktoberfest |
True or False: Safety inspectors must be certified through the National Association of Amusement Ride Safety Officials. |
True |
True or False: The development of the first amusement park began in the 1920s in Buena Park, California, with a small berry farm and tea room. |
True |
In theme parks, which of the following is an organizing function of the managerial process? A. Making operational decisions every day to keep parks running smoothly |
C. Creating a structure so that the park's divisions have the right support teams |
Which of the following statements is true of SeaWorld Parks and Entertainment? A. They offer guests the opportunity to see marine animals but not land animals. |
D. They are dedicated to preserving marine life. |
Which of the following statements is true of theme parks? A. They create an atmosphere of another place and time. |
A. They create an atmosphere of another place and time. |
True or False: Guests are given a fast pass at theme parks so that they can spend less time standing in line for a ride and more time and money at stores and restaurants in a theme park. |
True |
Which of the following is the first stage in the career path in the theme park industry? A. Assistant area manager of 1-5 rides or attractions |
D. Line cast member of various rides or attractions |
True or False: Gaming entertainment offers a place where guests can gamble (the casino floor), but does not include facilities for food, beverages, and rest. |
False |
True or False: Hotel operations is one of the initial career tracks in the gaming entertainment industry. |
True |
True or False: Casino gambling was legalized in the state of New Jersey by the Indian Gaming Regulatory Act of 1988. |
False |
Which of the following measures can casinos take to become more sustainable? A. Smaller windows in rooms |
C. Low-energy heating systems |
________ is the business of hospitality and entertainment with a core strength in casino gaming. A. Ecotourism |
D. Gaming entertainment |
A public gambling house was legalized for the first time in 1626 in ________. A. Louisiana, USA |
B. Venice, Italy |
True or False: Casinos do not incorporate the same sustainable elements found in hotels and resorts. |
False |
In the gaming entertainment industry, ________ are included in gaming operations staff. A. Public relations officers |
C. Slot-machine technicians |
True or False: Planning is the first stage of the event planning process. |
False |
True or False: Conventions are classified as corporate events. |
False |
True or False: Special events always occur spontaneously and are never planned. |
False |
Which of the following should take place during each stage of the event planning process? A. Research |
D. Evaluation |
True or False: Wedding planners need to be very clear to their clients about what they will not do. |
True |
True or False: Professional event managers need to be experts in financial management. |
False |
Which of the following is an association event? A. A workshop |
B. A trade show |
Which of the following statements is true of special events? A. They only include social functions. |
D. They involve planners, caterers, and producers. |
True or False: The International Festivals & Events Association (IFEA) began a program to enhance the level of festival management training and performance with a certified festival & event executive (CFEE). |
True |
Which of the following will help event planners manage events effectively? A. Minimizing cellphone use |
C. Empowering employees |
Which of the following tips should a meeting planner follow while negotiating? A. Do not bluff. |
C. Develop a strategy of the outcomes sought. |
Which of the following is true of a local conventions and visitors bureau? A. It is a profit making organization. |
D. It provides an unbiased source of information to the planner. |