Test Bank for Introduction to Hospitality , 8th Edition

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1Introduction to Hospitality, 8e(Walker)Chapter 1Introducing Hospitality1) The wordhospitalitycomes fromA) hospitalB) inns and tavernsC) hospiceD) All of the aboveAnswer: C2) Since its introduction, the pineapple has been internationallyrecognized asA) non-nutritionalB) a widely used vegetable in the southwestC) a symbol of hospitalityD) a symbol of dangerAnswer: C3) Key to being successful in the hospitality industry isA) being service orientedB) waiting tablesC) knowing how to cookD) bartending skillsAnswer: A4)IntangiblemeansA) something the guest uses but does not possessB) assets of the businessC) a souvenir purchased as a giftD) physical propertyAnswer: A5) In the hospitality industry, the concept of perishability meansA) spoiled food that must be discardedB) an unsold airline seat, hotel room or empty restaurant tableC) it cannot be measuredD) it is intangibleAnswer: B6) Inseparability refers toA) the fact that production and consumption occurindependentlyB) hospitality products being inherently heterogeneousC) the fact that production and consumption occur simultaneouslyD) hospitality products are tangibleAnswer: C

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27) Each of the following is a characteristic of theHospitality Industry EXCEPT:A) characterized by shift workB) the service product and the guest are separateC) no such thing as business hoursD) product is intangible and perishableAnswer: B8)Mention of hospitality is found in writing dating back toA) Medieval timesB) The SumeriansC) Ancient Greece and RomeD) The Silk RoadAnswer: B9) Anyone who receives or benefits from the output of someone's work isA) an internal guestB) an employeeC) a vendorD) a guestAnswer: A10) Internal customers areA) the employeesB) restaurant dining room customersC) loyal customers who return oftenD) hotel guestsAnswer: A11) Quality guest service requires that weA) increase service advertisingB) prioritize our profit motiveC) focus on food qualityD) understand our guests' needsAnswer: D12) Associate empowerment leads toA) increased guest satisfactionB) increased productivityC) the Ritz Carlton associates spending up to $2,000 to make a guest completely happyD) all ofthe aboveAnswer: D

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313) Empowerment isA) delegated to management onlyB) a process that eliminates the need for managementC) allowingall employees to make any decision they wantD) a feeling of partnership in which employees feel responsible fortheir jobs and have a stake inthe organization's successAnswer: D14) The central focus in hospitality isA) guest serviceB) attitudeC) communicationD) provide a big profitAnswer: A15) Corporate philosophyA) embraces the values of the organizationB) embraces the values of guests including ethics and equalityC) embraces the values of the associates including ethics, morals, fairness, and equalityD) A and CAnswer: A16) Recruiters are looking forA) creativityB) well-rounded candidatesC) honestyD) service-oriented peopleAnswer: D17) The concept of protecting the natural resources of the planet while achieving corporateprofitability is known asA) perishabilityB) operational valuesC) sustainabilityD) productivityAnswer: C18) In the United States, which tavern was the Revolutionary Headquarters of General GeorgeWashington?A) Coles OrdinaryB) FrauncesC) Krieger'sD) A and CAnswer: B

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419) Who is regarded as the father of the modern restaurant?A) Pot au FeuB)Thomas JeffersonC) August EscoffierD) M. BoulangerAnswer: D20) In the hospitality industry, the reason we are in business isA) to make a return on investmentB) for societyC) for non-consumersD) A and CAnswer: A21) What is the reason for success in the hospitality industry?A) Handling guest complaintsB) Being of assistance to all guestsC) Service, service, serviceD) A and CAnswer: C22) Pineapples areA) displayed on bedroom doorsB) an exotic fruit reserved for hospitality studentsC)a symbol of hospitalityD) A and CAnswer: D23) The heart of the house isA) the front deskB) the conciergeC) the doormanD) behind the scenesAnswer: D24) In the hospitality industry, our services are mostlyA) intangibleB) tangibleC) inseparableD) A and CAnswer: A

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525) Another unique dimension of our industry isA) sold seats go unusedB) empty cabins are paid forC) sustainabilityD) perishabilityAnswer: D26) Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation),differentiate between the methods of service offered to customers. Use specific examples.Answer: Student answers will vary according to specific type of service they choose from eachfacet.27) Compare and contrast your ideal weeklywork schedule with that of a typical manager inthehospitality field. Where are the main differences and how does the hospitality industry justify thedifferences.Answer: Most students will note their perfect schedule as Monday-Friday 9 AM-5 PM withweekends and holidays off. The reality of a 60-to 70-hour workweek and holidays being thebusiest days is not the most appealing schedule for young people. The rationale has been that theservice the hospitality industry offers best is convenience, yet convenience to the guest does notalways mean convenience to the provider.28) You are a service leader for a national airline preparing to leave on a transcontinental flightfrom Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from thetime they arrive at the terminal tothe time they land in LA.Answer: The list will vary from student to student, depending on their perspective. Some listswill beall inclusive and some will be more limited to the moments that they are morepassionateabout. Stress the importance of every nuance of the service experience.29) Using the concept of "sustainability," describe at least three goals your hotel may target thatwill help to ensure a healthy and protected local environment and alsoachieve economicprosperity.Answer: The student should focus their answer on water conservation, solid waste management,alternative power, and reduction of energy. They should discuss the effectiveness of a costeffective program versus a sustained profitability. Students should also include a discussionabout how the program may enable guest loyalty.30) You are the owner of a new hotel chain. Outline the corporate culture you hope to create foryour employees. Give examples.Answer: Students shouldoutline how they want their employees to view them as a manager,how they intend to treat their employees, and the importance of the customer in the day-to-dayimplementation ofa cultural philosophy.

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631) Discuss the pros and cons of an internship program, a job-shadowing program, and amentoring program. Which do you think is most effective and why?Answer: Students will look at each program with a variety of pros and cons. Internships areoften viewed as an opportunity for "real world" experience, but if they are not managed properly,students often fall into the "gopher " role. Shadowing is effective for a short-term glimpse intothe industry, but the experience is exactly that: short term. Mentoring is usually most effective aspart of the new employee orientation process.32) You are being interviewed for an entry-level management position with a cruise line.Generate a list of five questions that you think would best allow you to portray yourself as theperfect candidate for the job.Answer: Thecommon answers here will center around the proverbial "What are your strengthsand weaknesses?" and "What makes you the best candidate for the job?" Encourage students toask more open-ended questions that allow them the flexibility to showcase those strengths andminimize the weaknesses.

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1Introduction to Hospitality, 8e(Walker)Chapter 2The Hotel Business1)Purchasing the right to use a company's trademark to expand more rapidly and usecopyrighted materials is known asA) leasingB) syndicationC) franchisingD) a partnershipAnswer: C2) Hotel companies are increasingly opting for ________ because considerably less capital istied up in managing as compared to ownership.A) real estate investment trustsB) management companiesC) referral companiesD) franchisingAnswer:B3) In franchising, the franchisee is granted rights toA) use trademarks, operating procedures and other business proceduresB) full ownership of the landC) change the name of the businessD) full ownership of the buildingAnswer: A4) The primary growth and development strategy of hotels during the 1960s wasA) referral associationsB) real estate investment trustsC) management contractsD) franchisingAnswer: D5) Franchasie Central reservations generally produceA) between 17 and 26 percent of reservationsB)between 8 and 18 percent of reservationsC) between 12 and 22 percent of reservationsD) between 14 and 28 percent of reservationsAnswer: A6) The lack of operational power, high fees, and low percentage of reservations from the centralreservation system are all ________ of franchising.A) bonusesB) benefitsC) trendsD) drawbacksAnswer: D

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27) The benefits of franchising include all of the following EXCEPT:A) set of plans and specifications for buildingB) participating in the volume purchasing discountsC) high fee percentages charged by credit card companiesD) national advertisingAnswer: C8) Hotels and motels that are part of a ________ share a centralized reservation system and acommon image, logo or advertising slogan.A) franchiseB) referral associationC) REITD) proprietorshipAnswer: B9)In this type of "ownership," investors do not pay corporate income tax; however, theydistribute the majority of net income to shareholders and are publicly traded.A) PartnershipsB) FranchisesC) Independent ownershipD) Real estate investment trustsAnswer: D10) Marriott builds a hotel for $34 million and sells it to a banking firm for $52 million. Marriottcharges the banking firm 2-4 % of gross revenues to operate the hotel. This business transactionis known asA) REITB) management contractC) franchisingD) investment partnershipAnswer: B11) Corporations that operate a hotel without capital outlay in exchange for a percentage of grosssales are known asA) vacation brokersB) franchiseesC) management companiesD) leasing companiesAnswer: C12) An organization that rates and classifies hotels and awards them Diamonds is theA) American Hotel & Motel AssociationB) United States Automobile ClubC) American Automobile AssociationD) Exxon Excellence AssociationAnswer: C

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313) Hotels may be classified byA) sizeB) location, price and serviceC) countryD) type of recreational facilitiesAnswer: B14) Examples of hotel location includeA) spa, convention, casino, bed and breakfastB) luxury, all suites, economy, budgetC) full service, mid-scale, extended stay, limited serviceD) city, resort, airport, freewayAnswer: D15) Examples of hotel price classification includeA) full service, mid-scale, extended stay, limited serviceB) city, resort, airport, freewayC) spa, convention, casino, bed and breakfastD) luxury, all suites, economy, budgetAnswer: D16) Examples of hotel level of service classification includeA) full service, mid-scale, extended stay, limited serviceB) city, resort, airport, freewayC) luxury, all suites, economy, budgetD) spa, convention, casino, bed and breakfastAnswer: A17) In order to determine if a hotel development projectwould likely succeed, we would performa(n)A) operating assessmentB)trust initiativeC) feasibility studyD) property appraisalAnswer: C18) Airport hotelsA) are often smaller, budget hotelsB) are generally not full serviceC) range from 200-600 rooms with full serviceD) face less competition than other typesof hotelsAnswer: C

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419) Casino hotelsA) are marketing themselves as business hotelsB) are becoming more family friendlyC) are focusing more on the budget travelerD) make more money from gaming than from roomsAnswer: A20) The following are characteristics of airport hotels EXCEPT:A) budget focusedB) 200-600 roomsC) full serviceD) airport shuttle serviceAnswer: A21) Hotels that are a cross between a chain and a marketing group for independent hotels areclassified asA) corporatehotelsB) independent hotelsC) chain hotelsD) quasi-chainAnswer: D22) City center, resort, airport and freeway are all examples of hotels being classified byA) priceB)locationC) serviceD) amenitiesAnswer: B23)Hotels that are typically furnished, have a well-stocked kitchen, and cater to guests stayingfor longer periods of time areA) boutique hotelsB) convention hotelsC) full service hotelsD) extended-stay hotelsAnswer: D24) Mixed use hotel development indicates that a hotelA) may also have residencesB) is near transportationC) can be used for meetings and lodgingD) serves foodAnswer: A

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525) As the hotel industry matures, corporationsare either acquiring or merging with each other.ThisisA) consolidationB) diversificationC) safety and securityD) capacity controlAnswer: A26) List five factors involved in the growth of franchising.Answer: Fresh look—curb appealLocation—near highways, airports, and suburbsExpansion in smaller cities throughout the United StatesNew markets—located in proximity to golf courses and other attractionsForeign expansion—increasing brand awareness27) List three popular forms of ownership used in the lodging industry that allow for rapidexpansion.Answer: Franchising, management contracts, and REITs28) Compare and contrast the following concepts: franchise, partnership, leasing andsyndication.Answer: Students should cover the positive aspects of each (liability issues, initial investment,and freedom to manage). The negatives will mirror the positives (liability, overinvestment, andlimited freedom to manage).29) Of the ten hotel classifications, select five and give a general description of the types ofhotels in each segment. Be sure to include price, location, and degree of service and targetmarket.Answer: The text lists the classifications of hotels. Students should select five of thoseclassifications on the list and give anoutline of the segment. Answers will vary depending onwhich five they select.30) List the six main types of hotels by price segment and give two examples of each. Outline ageneral profile of the typical customer for each segment.Answer: In this question, the student needs to look at the needs and wants of the customer ineach price range. The primary focus is the hotel meeting the customer's expectations. Forexample, a person looking for a budget hotel is most like price sensitive, needing a room foronenight, and is in transit from one destination to another.31) Discuss marketability of the sustainable hotel industry. Discuss costs versus a standard hotel,guest demographic, and the positive or negative impact in the local community.Answer: Thestudent may discuss the cost of building a sustainable building versus the costsaving in energy: gas, electric, air conditioning, water conservation, and waste disposal.Marketing the hotel as a LEED certified structure to conservation-minded, conscientious guestsmay find a new guest base. Using local materials and leaving a small "footprint" in theenvironment can foster partnerships with the local community and result in positive publicrelations which translates to low cost marketing opportunities.

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632) You own a three star hotel in an upscale area of town and find it necessary to upgrade tofour-star to be competitive in your market. List and describe how you intend to accomplish theupgrade.Answer: Student answers should reflect the various ratingsystems, the rating systemrequirements, and the projected impact on occupancy. Discussions will hover around hotelinfrastructure upgrades, training of staff, technology, décor, menu selection, etc. In general, thetype of clientele will change and thehotel must upgrade all services to accommodate the newguest.The discussion may also involve which of the several rating agencies to focus efforts on. AAA,Forbes, and Smith Travel each have their economic-minded followers.

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1Introduction to Hospitality, 8e(Walker)Chapter 3Rooms Division1) The executive committee of a hotel isA) made up of key executives who head major departmentsB) the top three executives in the hotelC)the general manager and executive housekeeperD) the general manager and director of salesAnswer: A2) The ultimate responsibility and authority of running a hotel rests withA) the front office managerB) the executive committeeC) the general managerD) the regional vice presidentAnswer: C3) Which of the following would NOT be considered a hotel department?A) Food and beverageB) Front officeC) Property management systemD) HousekeepingAnswer: C4) The front office, housekeeping, security and communications all fall under what department?A) Night auditorB) Comptroller divisionC) ConciergeD) Rooms divisionAnswer: D5)The area of a hotel most often described as the nerve center or hub of a hotel isA) the front officeB) banquetsC) the night auditorD) housekeepingAnswer: A6) The basic functions of the front office include all of the following EXCEPT:A) reviewing the previous night's ADR and occupancyB) maintaining sales and catering recordsC) reviewing arrivals and departuresD) staffing and schedulingAnswer: B

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27) When selling rooms, a front desk associate might try to "upsell." This meansA) selling the room at the rack rateB) honoring a guests discount couponC) suggestively selling the features of a larger room, a higher floor or perhaps a better viewD) providing a discount rateAnswer: C8) The more common name for a guest's account isA) a fileB) open ledgerC) folioD) rewards accountAnswer: C9) Guest folios are typically managed byA) the general managerB) conciergeC) sales departmentD) hotel property management systemAnswer: D10)Special hotel accounts for a company that has established credit with a hotel are calledA) city ledgerB) city ratesC) block ratesD) city foliosAnswer: A11) The individual responsible for the task of balancing the guests accounts receivables istheA) front office managerB) guest services agentC) night auditorD) front desk managerAnswer: C12) The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage isA) 64%B) 60%C) 73%D) 32%Answer: A

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313)The Hotel California has 642 rooms with 413 occupied and the room revenue is $84,593.The REV PAR isA) $131.76B) $130.94C) $83.91D) $215.45Answer: A14) The daily report performed by the night auditor contains key operating ratios used bymanagement includingA) previous evening's banquetsB) total number of rooms in the hotelC) room occupancy percentageD) front office scheduleAnswer: C15) Allocating the right type ofroom to the right guest at the right price is the job ofA) the conciergeB) the revenue management systemC) the sales departmentD) the point of sale systemAnswer: B16) Room occupancy percentage, or ROP, isA) room cost divided by room salesB) total rooms occupied divided by total available roomsC) room revenue divided by number of rooms soldD) total rooms available divided by number of rooms soldAnswer: B17) Average daily room rate isA) total rooms occupied divided by total available roomsB)total rooms available divided by number of rooms soldC) room cost divided by room salesD) room revenue divided by number of rooms soldAnswer: D18) Hotels can avoid overselling (overbooking) rooms by too large a margin by using a(n)A) point of sale systemB) call accounting systemC) central reservation systemD) energy management systemAnswer: C

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