Skip to content
Exam Guides

Test Bank for Introduction to Hospitality Management, 5th Edition

  • Healthcare
  • 97 pages
  • Shared February 2025
  • 52 downloads

Test Bank for Introduction to Hospitality Management, 5th Edition is your key to effective test preparation. Access it now and start practicing!

Preview 30 of 97 pages

See the first 30 pages exactly as they appear in the document.

  1. Page 1
    Read page 1 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) One of the most important in - room amenities that enables guest satisfaction is 1) A) remote control B) mini - bar C) TV D) internet E) air conditioning Answer: D 2) Since its introduction, the pineapple has been internationally recognized as 2) A) a symbol of hospitality B) a widely used vegetable in the southwest C) a symbol of danger D) non - nutritional Answer: A 3) Key to being successful in the hospitality industry is 3) A) waiting tables B) being service oriented C) knowing how to cook D) bartending skills Answer: B 4) Intangible means 4) A) A souvenir purchased as a gift B) Something the guest uses but does not possess C) assets of the business D) physical property Answer: B 5) In the hospitality industry the concept of perishability means 5) A) it is intangible B) spoiled food that must be discarded C) it cannot be measured D) an unsold airline seat, hotel room or empty restaurant table Answer: D 6) Inseparability refers to 6) A) hospitality products being inherently heterogeneous B) hospitality products are tangible C) the fact that production and consumption occur simultaneously D) the fact that production and consumption occur independently Answer: C 1

  2. Page 2
  3. Page 3
    Read page 3 as text

    7) Each of the following is a characteristic of the Hospitality Industry EXCEPT: 7) A) the service product and the guest are separate B) no such thing as business hours C) product is intangible and perishable D) characterized by shift work Answer: A 8) Guest calls for reservations and a guest welcome are both examples of what? 8) A) Moments of Reason B) Moments of Fact C) Moments of Truth D) Moments of Reality Answer: C 9) Anyone who receives or benefits from the output of someone's work is 9) A) a vendor B) an employee C) internal guest D) a guest Answer: D 10) Internal customers are 10) A) hotel guests B) restaurant dining room customers C) the employees D) loyal customers who return often Answer: C 11) Quality guest service requires that we 11) A) increase service advertising B) Focus on food quality C) understand our guest's needs D) prioritize our profit motive Answer: C 12) Which of the following would NOT be a moment of truth? 12) A) server takes your order B) calling a restaurant for a reservation C) hostess greets you and asks you to wait D) your car will not start when it is time to go to the restaurant Answer: D 13) Empowerment is 13) A) a process that eliminates the need for management B) allowing all employees to make any decision they want C) delegated to management only D) a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success Answer: D 14) The central focus in hospitality is 14) A) provide a profit B) guest service C) communication D) attitude Answer: B 15) TQM focuses on 15) A) profit B) guest's needs C) error prevention D) error detection Answer: C 2

  4. Page 4
    Read page 4 as text

    16) Recruiters are looking for 16) A) creativity B) well - rounded candidates C) service - oriented people D) honesty Answer: C 17) The concept of protecting the natural resources of the planet while achieving corporate profitability 17) A) sustainability B) perishability C) productivity D) operational values Answer: A ESSAY. Write your answer in the space provided or on a separate sheet of paper. 18) Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples. Answer: Student answers will vary according to specific type of service they choose from each facet. 19) Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences. Answer: Most students will note their perfect schedule as Monday - Friday 9 AM - 5 PM with weekends and holidays off. The reality of a 60 - 70 hour workweek and holidays being the busiest days is not the most appealing schedule for young people. The rationale that the service the hospitality industry offers best is convenience, yet convenience to the guest does not always mean convenience to the provider. 20) You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the time they arrive at the terminal to the time they land in LA. Answer: The list will vary from student to student, depending on their perspective. Some lists will be all inclusive and some will be more limited to the moments that they more passionate about. Stress the importance of every nuance of the service experience. 21) Using the concept of "sustainability," describe at least three goals your hotel may target that will help to ensure a healthy and protected local environment and also achieve economic prosperity. 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 cost effective program versus a sustained profitability. Students should also include a discussion about how the program may enable guest loyalty. 22) You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples. Answer: Students should outline how they want their employees to view them as a manager, how they intend to treat their employees, the importance of the customer in the day - to - day implementation of a cultural philosophy. 3

  5. Page 5
    Read page 5 as text

    23) Discuss the pros and cons of an internship program, a job - shadowing program, and a mentoring 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 are often 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 into the industry but the experience is exactly that: short term. Mentoring is usually most effective as part of the new employee orientation process. 24) 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 the perfect candidate for the job. Answer: The common answers here will center around the proverbial "What are your strengths and weaknesses?" and "What makes you the best candidate for the job?" Encourage students to ask more open - ended questions that allow them the flexibility to showcase those strengths and minimize the weaknesses. 4

  6. Page 6
    Read page 6 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Purchasing the right to use a company's trademark and copyrighted materials is known as 1) A) a partnership B) franchising C) leasing D) syndication Answer: B 2) Hotel companies are increasingly opting for ________ because considerably less capital is tied up in managing as compared to ownership. 2) A) franchising B) referral companies C) management companies D) real estate investment trusts Answer: C 3) In franchising, the franchisee is granted rights to 3) A) change the name of the business B) use trademarks, operating procedures and other business procedures C) full ownership of the building D) full ownership of the land Answer: B 4) The primary growth and development strategy of hotels during the 1960's was 4) A) real estate investment trusts B) management contracts C) referral associations D) franchising Answer: D 5) Franchising fees vary according to the agreements between franchisee and franchisor but the usual fees are between ________ of room revenue 5) A) 4 and 5% B) 3 and 4% C) 2 and 3% D) 5 and 6% Answer: B 6) The lack of operational power, high fees, low percentage of reservations from the central reservation system are all ________ of franchising. 6) A) trends B) drawbacks C) benefits D) bonuses Answer: B 7) The benefits of franchising include all of the following EXCEPT: 7) A) high fee percentages charged by credit card companies B) participating in the volume purchasing discounts C) national advertising D) set of plans and specifications for building Answer: A 1

  7. Page 7
    Read page 7 as text

    8) Hotels and motels that are part of a ________ share a centralized reservation system and a common image, logo or advertising slogan. 8) A) franchise B) referral association C) REIT D) proprietorship Answer: B 9) 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. 9) A) Partnerships B) Real estate investment trusts C) Franchises D) Independent ownership Answer: B 10) 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 10) A) Investment Partnership B) management contract C) REIT D) franchising Answer: B 11) Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as 11) A) vacation brokers B) management companies C) leasing companies D) franchisees Answer: B 12) An organization that rates and classifies hotels and awards them Diamonds is the 12) A) American Hotel & Motel Association B) United States Automobile Club C) American Automobile Association D) Exxon Excellence Association Answer: C 13) Hotels may be classified by 13) A) Location, price and service B) country C) type of recreational facilities D) size Answer: A 14) Examples of hotel location include 14) A) luxury, all suites, economy, budget B) full service, mid - scale, extended stay, limited service C) city, resort, airport, freeway D) spa, convention, casino, bed and breakfast Answer: C 15) Examples of hotel price classification include 15) A) spa, convention, casino, bed and breakfast B) city, resort, airport, freeway C) luxury, all suites, economy, budget D) full service, mid - scale, extended stay, limited service Answer: C 2

  8. Page 8
    Read page 8 as text

    16) Examples of hotel level of service classification include 16) A) full service, mid - scale, extended stay, limited service B) spa, convention, casino, bed and breakfast C) luxury, all suites, economy, budget D) city, resort, airport, freeway Answer: A 17) In order to determine if a hotel development project would likely succeed, we would perform a 17) A) feasibility study B) operating assessment C) trust initiative D) property appraisal Answer: A 18) Airport hotels 18) A) are generally not full service B) range from 200 - 600 rooms with full service C) are often smaller, budget hotels D) face less competition than other types of hotels Answer: B 19) Casino hotels 19) A) are focusing more on the budget traveler B) are marketing themselves as business hotels C) are becoming more family friendly D) make more money from gaming than from rooms Answer: B 20) The following are characteristics of airport hotels EXCEPT: 20) A) airport shuttle service B) budget focused C) 200 - 600 rooms D) full service Answer: B 21) Hotels that are a cross between a chain and a marketing group for independent hotels are classified as 21) A) independent hotels B) chain hotels C) corporate hotels D) quasi - chain Answer: D 22) City center, resort, airport and freeway are all examples of hotels being classified by 22) A) location B) service C) amenities D) price Answer: A 23) Hotels that are typically furnished, have a well - stocked kitchen, and cater to guests staying for longer periods of time are 23) A) full service hotels B) convention hotels C) extended - stay hotels D) boutique hotels Answer: C 3

  9. Page 9
    Read page 9 as text

    24) Mixed use hotel development indicates that a hotel 24) A) serves food B) is near transportation C) may also have residences D) can be used for meetings and lodging Answer: C 25) The fastest growing segment of the travel industry is 25) A) resort hotels B) vacation ownership C) city center hotels D) cruise ships Answer: B 26) As the hotel industry matures, corporations are either acquiring or merging with each other. This is 26) A) capacity control B) consolidation C) safety and security D) diversification Answer: B SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question. 27) List five factors involved in the growth of franchising. 27) Answer: Fresh look - curb appeal Location - near highways, airports, and suburbs Expansion in smaller cities throughout the United States New markets - located in proximity to golf courses and other attractions Foreign expansion - increasing brand awareness 28) List three popular forms of ownership used in the lodging industry that allow for rapid expansion. 28) Answer: Franchising, management contracts, and REITs ESSAY. Write your answer in the space provided or on a separate sheet of paper. 29) Compare and contrast the following concepts: franchise, partnership, leasing and syndication. Answer: Students should cover the positive aspects of each (liability issues, initial investment, and freedom to manage). The negatives will mirror the positives (liability, over investment, and limited freedom to manage). 30) Of the ten hotel classifications, select five and give a general description of the types of hotels in each segment. Be sure to include price, location, and degree of service and target market. Answer: The text lists the classifications of hotels. Students should select five of those classifications on the list and give an outline of the segment. Answers will vary depending on which five they select. 31) List the six main types of hotels by price segment and give two examples of each. Outline a general 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 in each price range. The primary focus is the hotel meeting the customer's expectations. For example, a person looking for a budget hotel is most like price sensitive, needing a room for one night and is in transit from one destination to another. 4

  10. Page 10
    Read page 10 as text

    32) 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: The student may discuss the cost of building a sustainable building versus the cost saving in energy; gas, electric, air conditioning, water conservation, and waste disposal. Marketing the hotel as a LEED certified structure to conservation - minded, conscientious guests may find a new guest base. Using local materials and leaving a small "footprint" in the environment can foster partnerships with the local community and result in positive public relations which translates to low cost marketing opportunities. 33) You own a three star hotel in an upscale area of town and find it necessary to upgrade to four - star to be competitive in your market. List and describe how you intend to accomplish the upgrade. Answer: By Student answers should reflect the various rating systems, the rating system requirements, and the projected impact on occupancy. Discussions will hover around hotel infrastructure upgrades, training of staff, technology, décor, menu selection, etc. In general, the type of clientele will change and the hotel must upgrade all services to accommodate the new guest. The discussion may also involve which of the several rating agencies to focus efforts. AAA, Forbes, and Smith Travel each have their economic - minded followers. 5

  11. Page 11
    Read page 11 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) The executive committee of a hotel is 1) A) the top three executives in the hotel B) made up of key executives who head major departments C) the general manager and director of sales D) the general manager and executive housekeeper Answer: B 2) The ultimate responsibility and authority of running a hotel rests with 2) A) the general manager B) the regional vice president C) the executive committee D) the front office manager Answer: A 3) Which of the following would NOT be considered a hotel department? 3) A) Front office B) food and beverage C) Property management system D) Housekeeping Answer: C 4) The front office, housekeeping, security and communications all fall under what department? 4) A) Rooms division B) Night auditor C) Comptroller division D) Concierge Answer: A 5) The area of a hotel most often described as the nerve center or hub of a hotel is the 5) A) night auditor B) front office C) banquets D) housekeeping Answer: B 6) The basic functions of the front office include all of the following EXCEPT: 6) A) reviewing previous nights ADR and occupancy B) maintaining sales and catering records C) reviewing arrivals and departures D) staffing and scheduling Answer: B 7) When selling rooms a front desk associate might try to "upsell." This means 7) A) selling the room at the rack rate B) honoring a guests discount coupon C) providing a discount rate D) suggestively selling the features of a larger room, a higher floor or perhaps a better view Answer: D 1

  12. Page 12
    Read page 12 as text

    8) The more common name for a guests account is 8) A) folio B) a file C) rewards account D) open ledger Answer: A 9) Guest folios are typically managed by 9) A) hotel property management system B) concierge C) sales department D) the general manager Answer: A 10) Special hotel accounts for a company that has established credit with a hotel are called 10) A) block rates B) city rates C) city folios D) city ledger Answer: D 11) The individual responsible for the task of balancing the guests accounts receivables is the 11) A) front office manager B) guest services agent C) night auditor D) front desk manager Answer: C 12) The Hotel California has 642 rooms and 413 are occupied. The occupancy percentage is 12) A) 60% B) 32% C) 73% D) 64% Answer: D 13) The Hotel California has 642 rooms with 413 occupied and the room revenue is $84,593. The REV PAR is 13) A) $83.91 B) $215.45 C) $130.94 D) $131.76 Answer: D 14) The daily report preformed by the night auditor contains key operating ratios used by management including 14) A) previous evening's banquets B) total number of rooms in the hotel C) front office schedule D) room occupancy percentage Answer: D 15) Allocating the right type of room to the right guest at the right price is the job of 15) A) the sales department B) the point of sale system C) the concierge D) the revenue management system Answer: D 16) Room occupancy percentage or ROP is 16) A) total rooms available divided by number of rooms sold B) room cost divided by room sales C) total rooms occupied divided by total available rooms D) room revenue divided by number of rooms sold Answer: C 2

  13. Page 13
    Read page 13 as text

    17) Average daily room rate is 17) A) total rooms available divided by number of rooms sold B) room cost divided by room sales C) room revenue divided by number of rooms sold D) total rooms occupied divided by total available rooms Answer: C 18) Hotels can avoid overselling (overbooking) rooms by using a 18) A) call accounting system B) energy management system C) central reservation system D) point of sale system Answer: C 19) One of the most important concerns for guests in a hotel is 19) A) food and beverage B) cost of the room C) security D) in - room movies Answer: C 20) Property management systems are designed to assist front office employees in performing functions related to what tasks? 20) A) Catering and Banquet reservations B) Restaurant reservations C) Reservations, rooms and guest account management D) Guest's meeting schedules Answer: C 21) A demand - forecasting technique used to maximize room revenue is known as 21) A) return on investment B) revenue management C) upselling D) property management system Answer: B 22) Rack rate is 22) A) discounted room rates B) revenue management C) the highest published room rate D) the price a room is sold for Answer: C 23) The purpose of revenue management is to 23) A) sell more rooms at discounted rates B) assist housekeeping in scheduling C) monitor hotel restaurant and room service profitability D) increase profitability Answer: D 24) In house and guest communications in a hotel are managed by 24) A) point of sales systems B) the sales department C) the F.O.M. D) CBX or PBX Answer: D 3

  14. Page 14
    Read page 14 as text

    25) 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 25) A) the concierge B) front desk associate C) rooms manager D) the bell captain Answer: A 26) The housekeepers are expected to clean how many rooms per day in an average hotel? 26) A) 15 - 18 B) 12 - 18 C) 8 - 12 D) 18 - 24 Answer: A 27) Which of the following departments is the largest in a hotel in terms of people? 27) A) Security B) Housekeeping C) Reservations D) Guest services Answer: B 28) Leadership, insuring service of all guest rooms and public areas, operating the department within a budget, and accurate record keeping are all duties of the 28) A) engineering manager B) front office manager C) executive housekeeper D) Food and Beverage Manager Answer: C 29) Keying locks, guest and employee identification and ADA compliance falls under 29) A) front desk B) security and loss prevention C) housekeeping D) engineering Answer: B 30) Which of the following is NOT a feature of an energy management system? 30) A) Room occupancy status reporting B) Smoke detector alarms C) Minibar access reporting D) Automatic wake - up call functions Answer: D 31) Which system can track guest room phone charges? 31) A) Telephone Charge System B) Guest Calls Reporting C) Room Charges Reporting D) Call Accounting Systems Answer: D 32) Housekeeping department measures productivity by 32) A) person hours per occupied room B) hours worked divided by number of housekeepers C) occupied rooms divided by number of housekeepers D) number of rooms times hours worked Answer: A 33) The main function of a ________ is to escort guests and transport their luggage to their rooms. 33) A) front desk agent B) concierge C) bellperson D) valet Answer: C 4

  15. Page 15
    Read page 15 as text

    34) 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) 34) A) Point of Sale System B) Web Reservation Systems C) Application Service Provider D) Real Time Application System Answer: C 35) The main advantage of using an electronic door locking system is 35) A) easy to replace B) ease of employee use C) record of who enters the room and when D) more cost efficient Answer: C SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question. 36) List the members of the executive committee of a large hotel. What is the purpose of this committee? 36) Answer: Directors of HR, F and B, rooms division, security, marketing and sales, engineering, and accounting. The purpose of the committee is to compile the hotel's occupancy forecast together with all revenues and expenses to make up the budget. They meet regularly to discuss guest and employee satisfaction, TQM, occupancy forecasts, sales and marketing plans, training, renovations, ownership relations, energy conservation, recycling, new legislation, security and profitability. 37) List and describe the duties of the front office manager. 37) Answer: Review night audit, previous night occupancy, average rates, compare market mix, check complimentary rooms, verify group rooms activity, review arrivals and departures, review VIP list and prepare preregistration, attend rooms divisions and operations meetings, make staffing adjustments as necessary, meet with guest service associates 5

  16. Page 16
    Read page 16 as text

    38) Describe the duties of the night auditor. 38) Answer: 1. The night audit team runs a preliminary reconciliation report that shows the total revenue generated from room and tax, banquets and catering, food and beverage outlets, and other incidentals (phone, gift shop, etc.). 2. All errors on the report are investigated. 3. All changes are posted and balanced with the preliminary charges. 4. A comparison of charges is carried out, matching preliminary with actual charges. 5. Totals for credit card charges, rooms operations, food and beverages, and incidentals are verified. 6. The team "rolls the date" - they go forward to the next day. Other duties of the night audit staff include the following: 1. Post any charges that the evening shift was not able to post. 2. Pass discrepancies to shift managers in the morning. The room and tax charges are then posted to each folio and a new balance shown. 3. Run backup reports so that if the computer system fails, the hotel will have up - to - date information to operate a manual system. 4. Reconcile point - of - sale and PMS to guest accounts. If this does not balance, the auditor must balance it by investigating errors or omissions. This is done by checking that every departmental charge shows up on guest folios. 5. Complete and distribute the daily report. This report details the previous day's activities and includes vital information about the performance of the hotel. 6. Determine areas of the hotel where theft could potentially occur. 39) The Hotel Walker is a luxury downtown property that includes lush suites and a five star restaurant. The hotel has 750 rooms available with 680 of the rooms occupied. What is the room occupancy percentage of Hotel Walker? 39) Answer: 90.6% 40) Hotel Walker has had a very successful weekend, booking the majority of its rooms at close to rack rates. Room revenue for Saturday alone was $125,550 with 700 of the rooms sold for that evening. What was the average daily rate for Saturday at Hotel Walker? 40) Answer: $179.36 ESSAY. Write your answer in the space provided or on a separate sheet of paper. 41) Compare the management structure of a 300 + room resort hotel to that of a 75 - room freeway hotel. Outline the reasons for the differences and discuss how one could argue that the responsibility of the general manager would be comparable in either setting. Answer: Students should draw the conclusion that no matter how large a hotel is the function of the manager is basically the same. Jobs still need to get done, there are just less people to do them. The larger hotel most likely will host a food and beverage director, a director of housekeeping and a security team, whereas the smaller hotel may have vending, a limited housekeeping staff and a part - time security guard. 6

  17. Page 17
    Read page 17 as text

    42) Discuss the importance of keeping an accurate record of ADR and ROP. In what areas is this information used in the strategic planning of the hotel's operations? Answer: Students should acknowledge that ADR is an industry standard as is occupancy percentage. Finding out what the average for your area is critical in planning and setting and meeting goals. Also, the ROP is crucial when planning staffing needs and forecasting needs. 43) List the steps in the guest cycle. Is one step more important than another? Why or why not? Answer: No one step is more important than another but each is critical to the end result. If a customer makes a reservation with a pleasant, helpful person at the reservation center and then checks in to find someone having a bad day, the good experience is forgotten. This is why we call the experience a "cycle." Everything plays in to one another for the complete circle. 44) Make an argument that the night auditor and the housekeeper are the backbone of hotel operations. Answer: The night auditor's role of billing and recording all financial transactions is critical to the financial success of the operation. The housekeeper's role of keeping the hotel aesthetically appealing is equally important. Hotel customers are interested in two primary areas, cost and cleanliness. 45) Discuss the concept of revenue management. Under what specific conditions can it be applied? Some critics of the concept argue that yield management is a form of legal discrimination. Do you agree or disagree? Justify your answer. Answer: The idea of charging different prices for the same product is controversial until you place the conditions on the concept. Having a perishable item (seat on a plane) that needs to be sold or the revenue lost is a risky business. What is wrong with an airline rewarding early buyers with lower rates? 7

  18. Page 18
    Read page 18 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) All of the following are included in the Food and Beverage Division EXCEPT: 1) A) room service B) stewarding C) housekeeping D) banquets Answer: C 2) Labor cost benchmarks are measured by 2) A) covers - per - person - hour B) comparing individual hotel food outlets C) food cost compared to labor cost D) dividing labor costs by food costs Answer: A 3) The second in command in the kitchen is called the 3) A) sous chef B) executive chef C) chef tournant D) station chef Answer: A 4) An acceptable profit margin for food in many hotels is ________ percent 4) A) 25 - 30 B) 20 - 25 C) 30 - 35 D) 28 - 32 Answer: A 5) The dollar differential between the cost and sales price of a menu item is called 5) A) profit margin B) contribution margin C) food cost D) labor cost Answer: B 6) Introduced by Escoffier, this kitchen system organizes work stations more effectively. 6) A) Team B) Squad C) Brigade D) Task force Answer: C 7) Hotel restaurants present a challenge to Food and Beverage directors because 7) A) guests generally prefer room service B) hotel food is usually not as good as name brand establishments C) guests needs are unpredictable D) menus are limited Answer: C 8) The sale price of a steak dinner is $22.95 and the cost is $5.45; the contribution margin is 8) A) $17.50 B) $28.40 C) 23.7% D) $13.72 Answer: A 9) Food and Beverage Directors expect a pour cost of 9) A) 14 - 16% B) 20 - 27% C) 16 - 24% D) 12 - 14% Answer: C 1

  19. Page 19
    Read page 19 as text

    10) The capture rate is defined as the 10) A) number of guests staying at the hotel who dine in the hotel's restaurant B) number of guests drinking in the bar C) number of guests attending a banquet D) number of guests dining at the restaurant that are NOT hotel guests Answer: A 11) Responsibilities of the Chief Steward include which of the following? 11) A) Pest control B) Cleanliness of the front of the house C) Cleanliness of guest rooms D) Supervising the kitchen staff Answer: A 12) A banquet refers to 12) A) a candlelight dinner for two B) A group of people eating a lunch at the zoo C) a dinner party in a private home D) a large group of people who eat together at one time in one place Answer: D 13) The Catering Director normally works with the following people EXCEPT 13) A) Executive Chef B) Director of Housekeeping C) Food and Beverage Director D) Director of Sales Answer: B 14) The cost of depleted inventory for a cocktail is $0.74 and the selling price is $3.75. What is the pour cost percentage? 14) A) 21.7% B) 14.3% C) 19.7% D) 23.4% Answer: C 15) Theatre style seating is best for 15) A) training B) a workshop C) a lecture D) a board meeting Answer: C 16) One method to prevent pilferage in a bar is use 16) A) shoppers B) higher drink prices C) coupons or tokens D) cash registers Answer: A 17) Bar efficiency is measured by 17) A) total bartender hours B) Pour/cost percentage C) profit margins on spirits D) contribution margins Answer: B 18) Room service is typically found in 18) A) freeway hotels B) large city center hotels C) extended stay hotels D) midscale hotels Answer: B 2

  20. Page 20
    Read page 20 as text

    19) The document prepared for the catering department to follow that contains all of the critical information about the event is the 19) A) banquet diagram B) catering Plan C) catering event order D) chart of events Answer: C 20) The hotel requires the number of guests attending a catering function at least seven days in advance. This number is called the 20) A) certification B) guarantee C) agreement D) pledge Answer: B 21) Some hotels have a policy of preparing ________ % more meals than the number attending a function in order to accommodate additional people. 21) A) 4 - 6% B) 3 - 5% C) 5 - 7% D) 2 - 3% Answer: B 22) More hotels are converting at least one of their bar outlets to 22) A) A sports - theme B) nightclubs C) high - end wine bar D) desert bars Answer: A SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question. 23) Why is contribution margin important? Give an example. 23) Answer: Chefs not only examine the food cost of particular items, but also examine the contribution margin of food items. The contribution margin is the difference between the cost and the sale price of an item. The larger the contribution, the more cash can be deposited in the bank. 24) What are the responsibilities of a restaurant manager? 24) Answer: Restaurant managers are responsible for quality guest service, hiring, training, and developing employees, setting and maintaining quality standards, and presenting annual, monthly, and weekly forecasts and budgets to the food and beverage directors. In some hotel restaurants, managers may also be responsible for room service minibars and/or cocktail lounges. 25) How is the stewarding department important to the hotel operation? 25) Answer: The chief steward reports to the F&B manager and is responsible for: cleanliness of the back of the house, maintaining clean glassware, china, etc., maintaining strict inventory controls, maintaining dishwashing machines, pest control and coordination with exterminating company, and forecasting labor and cleaning supplies. 26) Explain the significance of the catering event order (CEO). 26) Answer: The Catering event order (CEO), or Banquet Event Order (BEO), is prepared and completed for each function to inform the client and the hotel personnel. It communicates essential information about the function - what needs to happen and when. It details all of the important criteria that make up the contract between guest and the hotel. 3

  21. Page 21
    Read page 21 as text

    ESSAY. Write your answer in the space provided or on a separate sheet of paper. 27) Discuss the primary duties of the Director of Food and Beverage. Why is this position so critical in a full - service hotel? Answer: The role is so critical because hoteliers are in the business of selling rooms. F&B is not usually a profit center for the hotel so there needs to be someone in the position who can manage the food side in a cost effective and quality conscious manner. 28) Outline the pros and cons of hotel bars, room service and a concierge. Are these services always cost effective? Answer: Most full - service hotels offer a heightened level of service for their guests but those services are utilized by a small percentage of the clientele. There are many cases where the cost of a concierge is not justified but there is an expectation. So, guest services people often trade off the role so that someone is always available during peak hours. Hotel bars can be profitable if they are positioned properly and used by locals. Room service is always a gamble. To have personnel available for extended hours is a huge labor cost to be utilized so infrequently. 29) Describe how you would set up the room for a group of 24 business people holding a 2 - hour training meeting followed by a sit - down lunch, and then a workshop requiring interaction between the presenter and the attendees. What do you see as the challenges with this event? Answer: A diagram of each of the seating arrangements can be found in the text. Student answers will vary depending on their perspective. Students should focus on how the different segments will transition. Perhaps, if the hotel has room, the events might be held in different meeting rooms to accommodate the transitions. 30) Explain how you will identify and correct a pour cost of 25.6% when the budget requires a pour cost of 22.5%. Identify what may have caused the pour cost to be this high and corrective action to bring it into line with the budget. Answer: The student should begin with a comprehensive list of factors that might lead to this high cost. Areas such as over - pouring bartenders, theft of spirits from outlets or storage areas, receiving and storage challenges, issuing, etc. Once a set of possibilities have been identified, corrective action might include re - training bar staff, instituting a check - and - balance system when ordering and receiving, securing the storage areas, adding a written system of issuing spirits to the outlets, installing cameras in critical locations throughout the hotel, employing spotters to determine if bar staff is stealing. The list will be endless. 4

  22. Page 22
    Read page 22 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Wines with carbon dioxide produced either naturally or mechanically are known as 1) A) refined B) cuvée C) still D) sparkling Answer: D 2) White, rose, and red table wines are also known as 2) A) aromatic wines B) fortified wines C) still wines D) aperitifs Answer: C 3) Cabernet sauvignon and pinot noir are types of ________ wine. 3) A) white B) rose C) red D) zinfandel Answer: C 4) Pinot blanc, sauvignon blanc and Riesling are all types of ________ wine. 4) A) zinfandel B) red C) rose D) white Answer: D 5) The term, "varietal" means 5) A) the label contains the name of the grape B) the bottle contains at least two types of grapes C) the bottle contains only "still" wine D) there are a variety of grapes in the bottle Answer: A 6) In France, the wines are usually named after 6) A) the name of the grape B) the wine region C) the name of the winemaker D) the village where the wine is produced Answer: D 7) Any game or red meat is best served with ________ wine. 7) A) white B) red C) sparkling D) rose Answer: B 8) Champagne is best served 8) A) only at the end of the meal B) immediately before dessert C) only in the beginning of the meal D) anytime throughout the meal Answer: D 9) Still wines are those with 9) A) no carbonation B) added color C) extra aging D) carbon dioxide added Answer: A 1

  23. Page 23
    Read page 23 as text

    10) Methode champenoise refers to 10) A) the color of the grape used to make champagne B) the type of glassware used to serve champagne C) the type of grape used to make champagne in California D) a second fermentation in the bottle Answer: D 11) Fortified wines have ________ added 11) A) sugar B) wine C) color D) champagne E) brandy or wine alcohol Answer: E 12) Examples of fortified wines are 12) A) Riesling, Chablis, and Sauvignon Blanc B) cabernet and pinot noir C) Port, Sherry and Madeira D) chardonnay and champagne Answer: C 13) Aromatized wines are fortified and flavored with 13) A) grapes, stems and seeds B) Port, grapes and coloring C) Madeira and Marsala D) natural and organic vegetable juices E) herbs, flowers, bark and roots Answer: E 14) Aromatic wines are known as ________, which generally are consumed before meals as a digestive stimulant 14) A) sparkling wines B) aperitifs C) fortified wines D) Chablis Answer: B 15) The four characteristics of a good wine are 15) A) climatic conditions, dry/arid soil, age of the grapevine, winemaker B) soil conditions, winemaker expertise, cost of equipment, and grape quality C) the grape, the climate, the soil, and the winemaker D) the grape variety, the grape farmer, soil moisture, and the yeast variety Answer: C 16) A good rule of thumb when paring wine and food it that 16) A) champagne is only consumed after a meal, with dessert B) red wine pairs well with lightly flavored foods C) white wine should only be consumed with red meats that have been grilled to order D) the heavier the food, the heavier and more robust the wine should be Answer: D 2

  24. Page 24
    Read page 24 as text

    17) Beer is a brewed and fermented beverage made from ________ and flavored with ________. 17) A) hops; grains and wheat B) grapes; fruits C) yeast; barley D) malted barley, starchy cereals; hops Answer: D 18) A(n) ________ tends to be fuller bodied and more bitter than the average beer. 18) A) ale B) pilsner C) Light beer D) lager Answer: A 19) ________ tends to be clear and light - bodied. 19) A) Hefeweizen B) Lager C) Stout D) Ale Answer: B 20) A dark ale that is sweet, strong and hosts a malt flavor is known as a(n) 20) A) pilsner B) wheat beer C) lager D) stout Answer: D 21) The most important, and abundant ingredient in beer is 21) A) water B) hops C) rice D) wheat Answer: A 22) Spirits differ from wine and beer in that they are 22) A) only made from fruits B) made only from potatoes C) made from grapes and grain D) fermented and then distilled Answer: D 23) Proof is equal to 23) A) age or vintage B) the type of product used in a spirit C) a liter bottle of 80% alcohol D) twice the percentage of alcohol by volume Answer: D 24) A spirit or liquor is made from a liquid that has been 24) A) proofed for alcohol B) fermented and distilled C) cooked with grain or fruit D) treated with yeast Answer: B 25) Whisky refers to a spirit that 25) A) contain no grains or barley B) the spirit that was first distilled in Scotland and Ireland centuries ago C) is made from a variety of grapes combined after crushing D) is only made in Scotland Answer: B 3

  25. Page 25
    Read page 25 as text

    26) Gin is a white neutral spirit made using 26) A) corn B) potato starch C) juniper berries D) grapes E) malted barley Answer: C 27) Bourbon whisky is made from 27) A) peat smoked kilns B) 100% corn C) barley D) corn mixed with some rye Answer: D 28) Rum is distilled from 28) A) fermented sugar cane juice or molasses B) corn syrup and hops C) wheat grain and hops D) potatoes or fruits E) grapes Answer: A 29) Cognac is regarded as the best brandy in the world and is made 29) A) from wines that are considered vintage and grown in specific areas of Spain B) in the region of France with the same name C) from grapes that ripen on the vine until they are dried like raisins D) by Mêthode Champenoise, like fine champagne Answer: B 30) Coffee first came from 30) A) Central America B) Europe C) Columbia D) Brazil E) Ethiopia and Mocha Answer: E 31) A bottle of vodka costs $28.00 per liter and yields 25 each 1.25 ounce shots that sell for $7.75. What does this bottle bring in to liquor sales? 31) A) $195.95 B) $197.50 C) $193.75 D) $188.25 E) $191.50 Answer: C 32) A brewery and pub or restaurant that brews its own fresh beer on site to meet the taste of local customers is called a 32) A) microbrewery B) brew pub C) micropub D) night club Answer: B 4

  26. Page 26
    Read page 26 as text

    33) Legislation that governs the sale of alcoholic beverages is known as 33) A) county liquor laws B) liquor license laws C) National Highway Traffic Safety Administration legislation D) dram shop legislation E) federal liquor laws Answer: D 34) One reasonable way in which a restaurant or bar owner can show responsible service of alcoholic beverages is to 34) A) promote two for one happy hours B) provide training programs like ServSafe C) stop serving alcohol after dinner hours D) promote a one drink per person policy Answer: B 35) By providing training on the responsible service of alcoholic beverages to servers and bartenders a business owner will 35) A) reduce bar profits due to less drinks served B) potentially lower liability insurance rates C) limit wine sales to half bottles only D) serve the appropriate number of shooters to customers Answer: B SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question. 36) List the ways in which wine may be classified. 36) Answer: Color, vintage, varietal, still, sparkling, fortified, aromatic, regional, etc. There are major classifications as well as many sub - categories. 37) What are the six steps in wine production? 37) Answer: Crushing, fermenting, racking, maturing, filtering, and bottling. 38) Define the following terms associated with beer making; hops, wort, malt, lager and ale 38) Answer: Hops is the flower of a vine that adds bitterness to beer Wort is the liquid that is fermented into beer, containing hops, water, yeast, malt and grain Malt is germinated barley Yeast is what causes the fermentation process -- brewers yeast, forms carbon dioxide Lager is a clear light bodied refreshing beer Ale is fuller bodied and more bitter, darker than lager 39) Where do the different types of tea originate? Provide two examples of types of tea from each location. 39) Answer: China: Oolong, Orange pekoe India: Darjeeling, Assams, Dooars Indonesia: Java, Sumatra 5

  27. Page 27
    Read page 27 as text

    ESSAY. Write your answer in the space provided or on a separate sheet of paper. 40) Discuss dram shop legislation, what it is, how it works and the benefits of training versus having these laws. Answer: Dram shop is legislation that governs the sale of alcoholic beverages. These laws or civil damage acts, were enacted in the 1850s and dictated that owners and operators of drinking establishments are liable for injuries caused by intoxicated customers. Most states do not have dram shop legislation. Rather they advocate training developed by national and state restaurant and hotel associations (like ServSafe). 41) Explain the traditional concept of matching wine with food. Answer: Over the years, traditions have developed a how - to approach to the marrying of wines and food. Generally, the following traditions apply: · White wine is best served with white meat (chicken, pork, or veal), shellfish, and fish. · Red wine is best served with red meat (beef, lamb, duck, or game). · The heavier the food, the heavier and more robust the wine should be. · Champagne can be served throughout the meal. · Port and red wine go well with cheese. · Dessert wines best complement desserts and fresh fruits that are not highly acidic. · When a dish is cooked with wine, it is best served with that wine. · Regional food is best complemented by wines of the region. · Wines should never accompany salads with vinegar dressings, or curries; the tastes will clash or be overpowering. · Sweet wines should be served with foods that are not too sweet. 42) Differentiate between the United States and Europe wine labeling. How do the two wine regions label their wines? List some examples. Answer: In the United States, we label wines by their varietal grape and include the name of their region on the label. In Europe, wines tend to be labeled regionally rather than by varietal. The wine label on the front of the bottle generally has five headings: 1. The name of the vineyard 2. The grape variety 3. The growing area 4. The vintage 5. The producer Wine labels are helpful in telling you a lot about what is in the bottle. Most wine bottles have two labels applied to each bottle. The front label is meant to attract your attention, while the back label may be used to provoke your senses. 43) Your restaurant just received a citation from your Liquor License Enforcement Agency for serving to underage individuals. Devise a short - term solution to correct the problem and ensure your service staff follows the laws regarding service of alcoholic spirits. Answer: The focus should be on training all alcohol - serving staff members. Locate either a national or local service that provides authorized alcohol training to service staff. The National Restaurant Association and the American Hotel & Lodging Association might have training available to members or a national program developed by ServSafe trains and promotes responsible alcohol service. The training should include setting up records that ensure all service staff receives alcohol training on a regular basis (sometimes state regulated) and the certifications are kept on file for inspection. 6

  28. Page 28
    Read page 28 as text

    Exam Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) The average household spends about what percent of their food dollar away from home? 1) A) 50.0% B) 25.0% C) 33.0% D) 40.0% Answer: A 2) With chain restaurants most of the important managerial decisions are made 2) A) At the district level B) At the corporate level C) Local management D) By the franchise owner Answer: B 3) The word restaurant is a French word meaning to 3) A) refuel B) rest C) respond D) restore Answer: D 4) The ________ are credited with the "Culinary Arts." 4) A) French B) British C) Austrians D) Germans Answer: A 5) ________ simplified French cooking and reduced the number of sauces to five "mother sauces." 5) A) Charlie Trotter B) Marie - Antoine Carême C) Auguste Escoffier D) Julia Child Answer: C 6) "Nouvelle cuisine" translates into what? 6) A) new ideas B) lighter cuisine C) new creation D) creative foods Answer: B 7) ________ are operations owned by one or more owners who are usually involved with day to day operations of the business. 7) A) Independent restaurants B) Chains C) Fast food restaurants D) Franchises Answer: A 8) Groups of restaurants identical in market, concept, design, service, food and name are know as 8) A) ethnic restaurants B) multi - owner independent restaurants C) chains D) quick - service restaurants Answer: B 9) Franchises are most often affiliated with 9) A) independent ownership B) chains C) ethnic restaurants D) dinner houses Answer: B 1

  29. Page 29
    Read page 29 as text

    10) The founders of classical cuisine are 10) A) Thomas Jefferson and Auguste Escoffier B) Julia Child and James Beard C) Alice Waters and Julia Child D) Marie Antoine Carême and Auguste Escoffier Answer: D 11) Noise level, sounds, decorations, table settings, and other subconscious cues a customer receives when entering a restaurant collectively make up the 11) A) ambience B) location C) environment D) niche E) demographics Answer: A 12) A(n) ________ menu offers items that are individually priced. 12) A) a la carte B) tourist C) cyclical D) du jour E) table d' hote Answer: A 13) A(n) ________ menu offer a selection of one or more items for each course at a fixed price. 13) A) tourist B) a la carte C) cyclical D) table d' hote E) du jour Answer: D 14) A(n) ________ menu repeat themselves after a period of time 14) A) a la carte B) du jour C) cyclical D) table d' hote E) tourist Answer: C 15) The ________ must harmonize with the theme of the restaurant. 15) A) kitchen equipment B) cooks C) kitchen layout D) menu Answer: D 16) The classification of restaurant categorized by price, decor, atmosphere, higher level of formality, and a menu made from scratch using quality fresh ingredients is 16) A) fusion B) fine dining C) casual D) family Answer: B 2

  30. Page 30
    Read page 30 as text

    17) The target market and concept, to a large extent, will determine the 17) A) food cost percentage B) menu prices C) rental/lease costs D) contribution margin Answer: B 18) Fusion restaurants are 18) A) French in style B) dinner houses C) fast food establishments D) a blend of two cuisines Answer: D 19) TGI Friday's, Houlihan's and Bennigan's are examples of 19) A) celebrity - owned restaurants B) dinner house theme restaurants C) ethnic restaurants D) fusion restaurants Answer: B 20) Ponderosa, Bonanza, Chart House and Outback are examples of 20) A) fine dining restaurants B) celebrity - owned restaurants C) fast food restaurants D) steak houses Answer: D 21) Good examples of casual dining restaurants are 21) A) Ruth's Chris and Morton's Steak House B) Chipotle's and Baja Fresh C) McDonalds and Burger King D) Macaroni Grill and Red Lobster Answer: D 22) Most ethnic restaurants are 22) A) celebrity owned B) family style C) franchised D) independently owned and operated Answer: D 23) Family restaurants evolved from the 23) A) ethnic restaurant B) steak house C) fusion restaurant D) coffee shop style restaurant Answer: D 24) Which of the following is a considered a themed restaurant? 24) A) Kentucky Fried Chicken B) Rainforest Cafe C) McDonald's D) Chipotle's Answer: B 25) Examples of quick - service/fast food restaurants are 25) A) Pizza Hut, KFC, and Subway B) Ruth's Chris and Chart House C) Outback and Red Lobster D) TGI Friday's and Cheeseburger in Paradise Answer: A 3

67 more pages in the full document

Unlock it once and it stays in your library, ready to chat with or turn into flashcards.

Unlock the full document

More Healthcare study materials

See all

Study this document with CramX

Once it is in your library, every tool can work from it.