Test Bank for Introduction to Hospitality Management, 5th Edition

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ExamName___________________________________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 is1)A)remote controlB)mini-barC)TVD)internetE)air conditioningAnswer:D2)Since its introduction, the pineapple has been internationally recognized as2)A)a symbol of hospitalityB)a widely used vegetable in the southwestC)a symbol of dangerD)non-nutritionalAnswer:A3)Key to being successful in the hospitality industry is3)A)waiting tablesB)being service orientedC)knowing how to cookD)bartending skillsAnswer:B4)Intangible means4)A)A souvenir purchased as a giftB)Something the guest uses but does not possessC)assets of the businessD)physical propertyAnswer:B5)In the hospitality industry the concept of perishability means5)A)it is intangibleB)spoiled food that must be discardedC)it cannot be measuredD)an unsold airline seat, hotel room or empty restaurant tableAnswer:D6)Inseparability refers to6)A)hospitality products being inherently heterogeneousB)hospitality products are tangibleC)the fact that production and consumption occur simultaneouslyD)the fact that production and consumption occur independentlyAnswer:C1

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7)Each of the following is a characteristic of the Hospitality Industry EXCEPT:7)A)the service product and the guest are separateB)no such thing as business hoursC)product is intangible and perishableD)characterized by shift workAnswer:A8)Guest calls for reservations and a guest welcome are both examples of what?8)A)Moments of ReasonB)Moments of FactC)Moments of TruthD)Moments of RealityAnswer:C9)Anyone who receives or benefits from the output of someone's work is9)A)a vendorB)an employeeC)internal guestD)a guestAnswer:D10)Internal customers are10)A)hotel guestsB)restaurant dining room customersC)the employeesD)loyal customers who return oftenAnswer:C11)Quality guest service requires that we11)A)increase service advertisingB)Focus on food qualityC)understand our guest's needsD)prioritize our profit motiveAnswer:C12)Which of the following would NOT be a moment of truth?12)A)server takes your orderB)calling a restaurant for a reservationC)hostess greets you and asks you to waitD)your car will not start when it is time to go to the restaurantAnswer:D13)Empowerment is13)A)a process that eliminates the need for managementB)allowing all employees to make any decision they wantC)delegated to management onlyD)a feeling of partnership in which employees feel responsible for their jobs and have a stakein the organization's successAnswer:D14)The central focus in hospitality is14)A)provide a profitB)guest serviceC)communicationD)attitudeAnswer:B15)TQM focuses on15)A)profitB)guest's needsC)error preventionD)error detectionAnswer:C2

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16)Recruiters are looking for16)A)creativityB)well-rounded candidatesC)service-oriented peopleD)honestyAnswer:C17)The concept of protecting the natural resources of the planet while achieving corporateprofitability17)A)sustainabilityB)perishabilityC)productivityD)operational valuesAnswer:AESSAY. 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), differentiatebetween 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 hospitalityfield. 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 andholidays off. The reality of a 60-70 hour workweek and holidays being the busiest days is not themost appealing schedule for young people. The rationale that the service the hospitality industryoffers best is convenience, yet convenience to the guest does not always mean convenience to theprovider.20)You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta toLos Angeles. List the "moments of truth" your customer will encounter from the time they arrive at theterminal to the time they land in LA.Answer:The list will vary from student to student, depending on their perspective. Some lists will be allinclusive and some will be more limited to the moments that they more passionate about. Stress theimportance 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 toensure a healthy and protected local environment and also achieve economic prosperity.Answer:The student should focus their answer on water conservation, solid waste management, alternativepower, and reduction of energy. They should discuss the effectiveness of a cost effective programversus a sustained profitability. Students should also include a discussion about how the programmay enable guest loyalty.22)You are the owner of a new hotel chain. Outline the corporate culture you hope to create for youremployees. Give examples.Answer:Students should outline how they want their employees to view them as a manager, how theyintend to treat their employees, the importance of the customer in the day-to-day implementationof a cultural philosophy.3

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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 asan opportunity for "real world" experience but if they are not managed properly, students often fallinto the "gopher " role. Shadowing is effective for a short-term glimpse into the industry but theexperience is exactly that: short term. Mentoring is usually most effective as part of the newemployee orientation process.24)You are being interviewed for an entry-level management position with a cruise line. Generate a list of fivequestions 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 andweaknesses?" and "What makes you the best candidate for the job?" Encourage students to ask moreopen-ended questions that allow them the flexibility to showcase those strengths and minimize theweaknesses.4

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ExamName___________________________________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 as1)A)a partnershipB)franchisingC)leasingD)syndicationAnswer:B2)Hotel companies are increasingly opting for ________ because considerably less capital is tiedup in managing as compared to ownership.2)A)franchisingB)referral companiesC)management companiesD)real estate investment trustsAnswer:C3)In franchising, the franchisee is granted rights to3)A)change the name of the businessB)use trademarks, operating procedures and other business proceduresC)full ownership of the buildingD)full ownership of the landAnswer:B4)The primary growth and development strategy of hotels during the 1960's was4)A)real estate investment trustsB)management contractsC)referral associationsD)franchisingAnswer:D5)Franchising fees vary according to the agreements between franchisee and franchisor but theusual fees are between ________ of room revenue5)A)4 and 5%B)3 and 4%C)2 and 3%D)5 and 6%Answer:B6)The lack of operational power, high fees, low percentage of reservations from the centralreservation system are all ________ of franchising.6)A)trendsB)drawbacksC)benefitsD)bonusesAnswer:B7)The benefits of franchising include all of the following EXCEPT:7)A)high fee percentages charged by credit card companiesB)participating in the volume purchasing discountsC)national advertisingD)set of plans and specifications for buildingAnswer:A1

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8)Hotels and motels that are part of a ________ share a centralized reservation system and acommon image, logo or advertising slogan.8)A)franchiseB)referral associationC)REITD)proprietorshipAnswer:B9)In this type of "ownership" investors do not pay corporate income tax, however they distributethe majority of net income to shareholders, and are publicly traded.9)A)PartnershipsB)Real estate investment trustsC)FranchisesD)Independent ownershipAnswer:B10)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 businesstransaction is known as10)A)Investment PartnershipB)management contractC)REITD)franchisingAnswer:B11)Corporations that operate a hotel without capital outlay in exchange for a percentage of grosssales are known as11)A)vacation brokersB)management companiesC)leasing companiesD)franchiseesAnswer:B12)An organization that rates and classifies hotels and awards them Diamonds is the12)A)American Hotel & Motel AssociationB)United States Automobile ClubC)American Automobile AssociationD)Exxon Excellence AssociationAnswer:C13)Hotels may be classified by13)A)Location, price and serviceB)countryC)type of recreational facilitiesD)sizeAnswer:A14)Examples of hotel location include14)A)luxury, all suites, economy, budgetB)full service, mid-scale, extended stay, limited serviceC)city, resort, airport, freewayD)spa, convention, casino, bed and breakfastAnswer:C15)Examples of hotel price classification include15)A)spa, convention, casino, bed and breakfastB)city, resort, airport, freewayC)luxury, all suites, economy, budgetD)full service, mid-scale, extended stay, limited serviceAnswer:C2

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16)Examples of hotel level of service classification include16)A)full service, mid-scale, extended stay, limited serviceB)spa, convention, casino, bed and breakfastC)luxury, all suites, economy, budgetD)city, resort, airport, freewayAnswer:A17)In order to determine if a hotel development project would likely succeed, we would perform a17)A)feasibility studyB)operating assessmentC)trust initiativeD)property appraisalAnswer:A18)Airport hotels18)A)are generally not full serviceB)range from 200-600 rooms with full serviceC)are often smaller, budget hotelsD)face less competition than other types of hotelsAnswer:B19)Casino hotels19)A)are focusing more on the budget travelerB)are marketing themselves as business hotelsC)are becoming more family friendlyD)make more money from gaming than from roomsAnswer:B20)The following are characteristics of airport hotels EXCEPT:20)A)airport shuttle serviceB)budget focusedC)200-600 roomsD)full serviceAnswer:B21)Hotels that are a cross between a chain and a marketing group for independent hotels areclassified as21)A)independent hotelsB)chain hotelsC)corporate hotelsD)quasi-chainAnswer:D22)City center, resort, airport and freeway are all examples of hotels being classified by22)A)locationB)serviceC)amenitiesD)priceAnswer:A23)Hotels that are typically furnished, have a well-stocked kitchen, and cater to guests staying forlonger periods of time are23)A)full service hotelsB)convention hotelsC)extended-stay hotelsD)boutique hotelsAnswer:C3

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24)Mixed use hotel development indicates that a hotel24)A)serves foodB)is near transportationC)may also have residencesD)can be used for meetings and lodgingAnswer:C25)The fastest growing segment of the travel industry is25)A)resort hotelsB)vacation ownershipC)city center hotelsD)cruise shipsAnswer:B26)As the hotel industry matures, corporations are either acquiring or merging with each other.This is26)A)capacity controlB)consolidationC)safety and securityD)diversificationAnswer:BSHORT 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 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 awareness28)List three popular forms of ownership used in the lodging industry that allow for rapidexpansion.28)Answer:Franchising, management contracts, and REITsESSAY. 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 freedomto manage). The negatives will mirror the positives (liability, over investment, and limited freedomto manage).30)Of the ten hotel classifications, select five and give a general description of the types of hotels in eachsegment. 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 thelist 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 profileof 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 pricerange. The primary focus is the hotel meeting the customer's expectations. For example, a personlooking for a budget hotel is most like price sensitive, needing a room for one night and is in transitfrom one destination to another.4

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32)Discuss marketability of the sustainable hotel industry. Discuss costs versus a standard hotel, guestdemographic, 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 aLEED 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 withthe local community and result in positive public relations which translates to low cost marketingopportunities.33)You own a three star hotel in an upscale area of town and find it necessary to upgrade to four-star to becompetitive 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, andthe 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 changeand 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

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ExamName___________________________________MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.1)The executive committee of a hotel is1)A)the top three executives in the hotelB)made up of key executives who head major departmentsC)the general manager and director of salesD)the general manager and executive housekeeperAnswer:B2)The ultimate responsibility and authority of running a hotel rests with2)A)the general managerB)the regional vice presidentC)the executive committeeD)the front office managerAnswer:A3)Which of the following would NOT be considered a hotel department?3)A)Front officeB)food and beverageC)Property management systemD)HousekeepingAnswer:C4)The front office, housekeeping, security and communications all fall under what department?4)A)Rooms divisionB)Night auditorC)Comptroller divisionD)ConciergeAnswer:A5)The area of a hotel most often described as the nerve center or hub of a hotel is the5)A)night auditorB)front officeC)banquetsD)housekeepingAnswer:B6)The basic functions of the front office include all of the following EXCEPT:6)A)reviewing previous nights ADR and occupancyB)maintaining sales and catering recordsC)reviewing arrivals and departuresD)staffing and schedulingAnswer:B7)When selling rooms a front desk associate might try to "upsell." This means7)A)selling the room at the rack rateB)honoring a guests discount couponC)providing a discount rateD)suggestively selling the features of a larger room, a higher floor or perhaps a better viewAnswer:D1

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8)The more common name for a guests account is8)A)folioB)a fileC)rewards accountD)open ledgerAnswer:A9)Guest folios are typically managed by9)A)hotel property management systemB)conciergeC)sales departmentD)the general managerAnswer:A10)Special hotel accounts for a company that has established credit with a hotel are called10)A)block ratesB)city ratesC)city foliosD)city ledgerAnswer:D11)The individual responsible for the task of balancing the guests accounts receivables is the11)A)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 is12)A)60%B)32%C)73%D)64%Answer:D13)The Hotel California has 642 rooms with 413 occupied and the room revenue is $84,593. TheREV PAR is13)A)$83.91B)$215.45C)$130.94D)$131.76Answer:D14)The daily report preformed by the night auditor contains key operating ratios used bymanagement including14)A)previous evening's banquetsB)total number of rooms in the hotelC)front office scheduleD)room occupancy percentageAnswer:D15)Allocating the right type of room to the right guest at the right price is the job of15)A)the sales departmentB)the point of sale systemC)the conciergeD)the revenue management systemAnswer:D16)Room occupancy percentage or ROP is16)A)total rooms available divided by number of rooms soldB)room cost divided by room salesC)total rooms occupied divided by total available roomsD)room revenue divided by number of rooms soldAnswer:C2

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17)Average daily room rate is17)A)total rooms available divided by number of rooms soldB)room cost divided by room salesC)room revenue divided by number of rooms soldD)total rooms occupied divided by total available roomsAnswer:C18)Hotels can avoid overselling (overbooking) rooms by using a18)A)call accounting systemB)energy management systemC)central reservation systemD)point of sale systemAnswer:C19)One of the most important concerns for guests in a hotel is19)A)food and beverageB)cost of the roomC)securityD)in-room moviesAnswer:C20)Property management systems are designed to assist front office employees in performingfunctions related to what tasks?20)A)Catering and Banquet reservationsB)Restaurant reservationsC)Reservations, rooms and guest account managementD)Guest's meeting schedulesAnswer:C21)A demand-forecasting technique used to maximize room revenue is known as21)A)return on investmentB)revenue managementC)upsellingD)property management systemAnswer:B22)Rack rate is22)A)discounted room ratesB)revenue managementC)the highest published room rateD)the price a room is sold forAnswer:C23)The purpose of revenue management is to23)A)sell more rooms at discounted ratesB)assist housekeeping in schedulingC)monitor hotel restaurant and room service profitabilityD)increase profitabilityAnswer:D24)In house and guest communications in a hotel are managed by24)A)point of sales systemsB)the sales departmentC)the F.O.M.D)CBX or PBXAnswer:D3

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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 the25)A)the conciergeB)front desk associateC)rooms managerD)the bell captainAnswer:A26)The housekeepers are expected to clean how many rooms per day in an average hotel?26)A)15-18B)12-18C)8-12D)18-24Answer:A27)Which of the following departments is the largest in a hotel in terms of people?27)A)SecurityB)HousekeepingC)ReservationsD)Guest servicesAnswer:B28)Leadership, insuring service of all guest rooms and public areas, operating the departmentwithin a budget, and accurate record keeping are all duties of the28)A)engineering managerB)front office managerC)executive housekeeperD)Food and Beverage ManagerAnswer:C29)Keying locks, guest and employee identification and ADA compliance falls under29)A)front deskB)security and loss preventionC)housekeepingD)engineeringAnswer:B30)Which of the following is NOT a feature of an energy management system?30)A)Room occupancy status reportingB)Smoke detector alarmsC)Minibar access reportingD)Automatic wake-up call functionsAnswer:D31)Which system can track guest room phone charges?31)A)Telephone Charge SystemB)Guest Calls ReportingC)Room Charges ReportingD)Call Accounting SystemsAnswer:D32)Housekeeping department measures productivity by32)A)person hours per occupied roomB)hours worked divided by number of housekeepersC)occupied rooms divided by number of housekeepersD)number of rooms times hours workedAnswer:A33)The main function of a ________ is to escort guests and transport their luggage to their rooms.33)A)front desk agentB)conciergeC)bellpersonD)valetAnswer:C4

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34)An environment that can deliver a complete booking system tied to the hotel's inventory in realtime via the Web is called a(n)34)A)Point of Sale SystemB)Web Reservation SystemsC)Application Service ProviderD)Real Time Application SystemAnswer:C35)The main advantage of using an electronic door locking system is35)A)easy to replaceB)ease of employee useC)record of who enters the room and whenD)more cost efficientAnswer:CSHORT 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 ofthis 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 thehotel's occupancy forecast together with all revenues and expenses to make upthe 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, securityand profitability.37)List and describe the duties of the front office manager.37)Answer:Review night audit, previous night occupancy, average rates, compare marketmix, check complimentary rooms, verify group rooms activity, review arrivalsand departures, review VIP list and prepare preregistration, attend roomsdivisions and operations meetings, make staffing adjustments as necessary, meetwith guest service associates5

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38)Describe the duties of the night auditor.38)Answer:1. The night audit team runs a preliminary reconciliation report that shows thetotal revenue generated from room and tax, banquets and catering, food andbeverage 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 actualcharges.5. Totals for credit card charges, rooms operations, food and beverages, andincidentals 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 taxcharges 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 haveup-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 bychecking that every departmental charge shows up on guest folios.5. Complete and distribute the daily report. This report details the previousday's activities and includes vital information about the performance of thehotel.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 fivestar 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 atclose to rack rates. Room revenue for Saturday alone was $125,550 with 700 of therooms sold for that evening. What was the average daily rate for Saturday at HotelWalker?40)Answer:$179.36ESSAY. 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. Outlinethe reasons for the differences and discuss how one could argue that the responsibility of the generalmanager would be comparable in either setting.Answer:Students should draw the conclusion that no matter how large a hotel is the function of the manageris basically the same. Jobs still need to get done, there are just less people to do them. The largerhotel most likely will host a food and beverage director, a director of housekeeping and a securityteam, whereas the smaller hotel may have vending, a limited housekeeping staff and a part-timesecurity guard.6

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42)Discuss the importance of keeping an accurate record of ADR and ROP. In what areas is this informationused in the strategic planning of the hotel's operations?Answer:Students should acknowledge that ADR is an industry standard as is occupancy percentage. Findingout what the average for your area is critical in planning and setting and meeting goals. Also, theROP 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 makesa reservation with a pleasant, helpful person at the reservation center and then checks in to findsomeone 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 financialsuccess of the operation. The housekeeper's role of keeping the hotel aesthetically appealing isequally 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? Somecritics of the concept argue that yield management is a form of legal discrimination. Do you agree ordisagree? Justify your answer.Answer:The idea of charging different prices for the same product is controversial until you place theconditions on the concept. Having a perishable item (seat on a plane) that needs to be sold or therevenue lost is a risky business. What is wrong with an airline rewarding early buyers with lowerrates?7

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ExamName___________________________________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 serviceB)stewardingC)housekeepingD)banquetsAnswer:C2)Labor cost benchmarks are measured by2)A)covers-per-person-hourB)comparing individual hotel food outletsC)food cost compared to labor costD)dividing labor costs by food costsAnswer:A3)The second in command in the kitchen is called the3)A)sous chefB)executive chefC)chef tournantD)station chefAnswer:A4)An acceptable profit margin for food in many hotels is ________ percent4)A)25-30B)20-25C)30-35D)28-32Answer:A5)The dollar differential between the cost and sales price of a menu item is called5)A)profit marginB)contribution marginC)food costD)labor costAnswer:B6)Introduced by Escoffier, this kitchen system organizes work stations more effectively.6)A)TeamB)SquadC)BrigadeD)Task forceAnswer:C7)Hotel restaurants present a challenge to Food and Beverage directors because7)A)guests generally prefer room serviceB)hotel food is usually not as good as name brand establishmentsC)guests needs are unpredictableD)menus are limitedAnswer:C8)The sale price of a steak dinner is $22.95 and the cost is $5.45; the contribution margin is8)A)$17.50B)$28.40C)23.7%D)$13.72Answer:A9)Food and Beverage Directors expect a pour cost of9)A)14-16%B)20-27%C)16-24%D)12-14%Answer:C1

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10)The capture rate is defined as the10)A)number of guests staying at the hotel who dine in the hotel's restaurantB)number of guests drinking in the barC)number of guests attending a banquetD)number of guests dining at the restaurant that are NOT hotel guestsAnswer:A11)Responsibilities of the Chief Steward include which of the following?11)A)Pest controlB)Cleanliness of the front of the houseC)Cleanliness of guest roomsD)Supervising the kitchen staffAnswer:A12)A banquet refers to12)A)a candlelight dinner for twoB)A group of people eating a lunch at the zooC)a dinner party in a private homeD)a large group of people who eat together at one time in one placeAnswer:D13)The Catering Director normally works with the following people EXCEPT13)A)Executive ChefB)Director of HousekeepingC)Food and Beverage DirectorD)Director of SalesAnswer:B14)The cost of depleted inventory for a cocktail is $0.74 and the selling price is $3.75. What is thepour cost percentage?14)A)21.7%B)14.3%C)19.7%D)23.4%Answer:C15)Theatre style seating is best for15)A)trainingB)a workshopC)a lectureD)a board meetingAnswer:C16)One method to prevent pilferage in a bar is use16)A)shoppersB)higher drink pricesC)coupons or tokensD)cash registersAnswer:A17)Bar efficiency is measured by17)A)total bartender hoursB)Pour/cost percentageC)profit margins on spiritsD)contribution marginsAnswer:B18)Room service is typically found in18)A)freeway hotelsB)large city center hotelsC)extended stay hotelsD)midscale hotelsAnswer:B2

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19)The document prepared for the catering department to follow that contains all of the criticalinformation about the event is the19)A)banquet diagramB)catering PlanC)catering event orderD)chart of eventsAnswer:C20)The hotel requires the number of guests attending a catering function at least seven days inadvance. This number is called the20)A)certificationB)guaranteeC)agreementD)pledgeAnswer:B21)Some hotels have a policy of preparing ________ % more meals than the number attending afunction in order to accommodate additional people.21)A)4-6%B)3-5%C)5-7%D)2-3%Answer:B22)More hotels are converting at least one of their bar outlets to22)A)A sports-themeB)nightclubsC)high-end wine barD)desert barsAnswer:ASHORT 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 thecontribution margin of food items. The contribution margin is the differencebetween the cost and the sale price of an item. The larger the contribution, themore 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, andpresenting annual, monthly, and weekly forecasts and budgets to the food andbeverage directors. In some hotel restaurants, managers may also be responsiblefor 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: cleanlinessof the back of the house, maintaining clean glassware, china, etc., maintainingstrict inventory controls, maintaining dishwashing machines, pest control andcoordination with exterminating company, and forecasting labor and cleaningsupplies.26)Explain the significance of the catering event order (CEO).26)Answer:The Catering event order (CEO), or Banquet Event Order (BEO), is prepared andcompleted for each function to inform the client and the hotel personnel. Itcommunicates essential information about the function-what needs to happenand when. It details all of the important criteria that make up the contractbetween guest and the hotel.3

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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 afull-service hotel?Answer:The role is so critical because hoteliers are in the business of selling rooms. F&B is not usually aprofit center for the hotel so there needs to be someone in the position who can manage the foodside 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 costeffective?Answer:Most full-service hotels offer a heightened level of service for their guests but those services areutilized by a small percentage of the clientele. There are many cases where the cost of a concierge isnot justified but there is an expectation. So, guest services people often trade off the role so thatsomeone is always available during peak hours. Hotel bars can be profitable if they are positionedproperly and used by locals. Room service is always a gamble. To have personnel available forextended 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 trainingmeeting followed by a sit-down lunch, and then a workshop requiring interaction between the presenterand 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 varydepending 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 accommodatethe transitions.30)Explain how you will identify and correct a pour cost of 25.6% when the budget requires a pour cost of22.5%. Identify what may have caused the pour cost to be this high and corrective action to bring it intoline 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 andstorage challenges, issuing, etc. Once a set of possibilities have been identified, corrective actionmight include re-training bar staff, instituting a check-and-balance system when ordering andreceiving, 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 barstaff is stealing. The list will be endless.4

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ExamName___________________________________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 as1)A)refinedB)cuvéeC)stillD)sparklingAnswer:D2)White, rose, and red table wines are also known as2)A)aromatic winesB)fortified winesC)still winesD)aperitifsAnswer:C3)Cabernet sauvignon and pinot noir are types of ________ wine.3)A)whiteB)roseC)redD)zinfandelAnswer:C4)Pinot blanc, sauvignon blanc and Riesling are all types of ________ wine.4)A)zinfandelB)redC)roseD)whiteAnswer:D5)The term, "varietal" means5)A)the label contains the name of the grapeB)the bottle contains at least two types of grapesC)the bottle contains only "still" wineD)there are a variety of grapes in the bottleAnswer:A6)In France, the wines are usually named after6)A)the name of the grapeB)the wine regionC)the name of the winemakerD)the village where the wine is producedAnswer:D7)Any game or red meat is best served with ________ wine.7)A)whiteB)redC)sparklingD)roseAnswer:B8)Champagne is best served8)A)only at the end of the mealB)immediately before dessertC)only in the beginning of the mealD)anytime throughout the mealAnswer:D9)Still wines are those with9)A)no carbonationB)added colorC)extra agingD)carbon dioxide addedAnswer:A1

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10)Methode champenoise refers to10)A)the color of the grape used to make champagneB)the type of glassware used to serve champagneC)the type of grape used to make champagne in CaliforniaD)a second fermentation in the bottleAnswer:D11)Fortified wines have ________ added11)A)sugarB)wineC)colorD)champagneE)brandy or wine alcoholAnswer:E12)Examples of fortified wines are12)A)Riesling, Chablis, and Sauvignon BlancB)cabernet and pinot noirC)Port, Sherry and MadeiraD)chardonnay and champagneAnswer:C13)Aromatized wines are fortified and flavored with13)A)grapes, stems and seedsB)Port, grapes and coloringC)Madeira and MarsalaD)natural and organic vegetable juicesE)herbs, flowers, bark and rootsAnswer:E14)Aromatic wines are known as ________, which generally are consumed before meals as adigestive stimulant14)A)sparkling winesB)aperitifsC)fortified winesD)ChablisAnswer:B15)The four characteristics of a good wine are15)A)climatic conditions, dry/arid soil, age of the grapevine, winemakerB)soil conditions, winemaker expertise, cost of equipment, and grape qualityC)the grape, the climate, the soil, and the winemakerD)the grape variety, the grape farmer, soil moisture, and the yeast varietyAnswer:C16)A good rule of thumb when paring wine and food it that16)A)champagne is only consumed after a meal, with dessertB)red wine pairs well with lightly flavored foodsC)white wine should only be consumed with red meats that have been grilled to orderD)the heavier the food, the heavier and more robust the wine should beAnswer:D2

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17)Beer is a brewed and fermented beverage made from ________ and flavored with ________.17)A)hops; grains and wheatB)grapes; fruitsC)yeast; barleyD)malted barley, starchy cereals; hopsAnswer:D18)A(n) ________ tends to be fuller bodied and more bitter than the average beer.18)A)aleB)pilsnerC)Light beerD)lagerAnswer:A19)________ tends to be clear and light-bodied.19)A)HefeweizenB)LagerC)StoutD)AleAnswer:B20)A dark ale that is sweet, strong and hosts a malt flavor is known as a(n)20)A)pilsnerB)wheat beerC)lagerD)stoutAnswer:D21)The most important, and abundant ingredient in beer is21)A)waterB)hopsC)riceD)wheatAnswer:A22)Spirits differ from wine and beer in that they are22)A)only made from fruitsB)made only from potatoesC)made from grapes and grainD)fermented and then distilledAnswer:D23)Proof is equal to23)A)age or vintageB)the type of product used in a spiritC)a liter bottle of 80% alcoholD)twice the percentage of alcohol by volumeAnswer:D24)A spirit or liquor is made from a liquid that has been24)A)proofed for alcoholB)fermented and distilledC)cooked with grain or fruitD)treated with yeastAnswer:B25)Whisky refers to a spirit that25)A)contain no grains or barleyB)the spirit that was first distilled in Scotland and Ireland centuries agoC)is made from a variety of grapes combined after crushingD)is only made in ScotlandAnswer:B3

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26)Gin is a white neutral spirit made using26)A)cornB)potato starchC)juniper berriesD)grapesE)malted barleyAnswer:C27)Bourbon whisky is made from27)A)peat smoked kilnsB)100% cornC)barleyD)corn mixed with some ryeAnswer:D28)Rum is distilled from28)A)fermented sugar cane juice or molassesB)corn syrup and hopsC)wheat grain and hopsD)potatoes or fruitsE)grapesAnswer:A29)Cognac is regarded as the best brandy in the world and is made29)A)from wines that are considered vintage and grown in specific areas of SpainB)in the region of France with the same nameC)from grapes that ripen on the vine until they are dried like raisinsD)by Mêthode Champenoise, like fine champagneAnswer:B30)Coffee first came from30)A)Central AmericaB)EuropeC)ColumbiaD)BrazilE)Ethiopia and MochaAnswer:E31)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)$195.95B)$197.50C)$193.75D)$188.25E)$191.50Answer:C32)A brewery and pub or restaurant that brews its own fresh beer on site to meet the taste of localcustomers is called a32)A)microbreweryB)brew pubC)micropubD)night clubAnswer:B4

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33)Legislation that governs the sale of alcoholic beverages is known as33)A)county liquor lawsB)liquor license lawsC)National Highway Traffic Safety Administration legislationD)dram shop legislationE)federal liquor lawsAnswer:D34)One reasonable way in which a restaurant or bar owner can show responsible service ofalcoholic beverages is to34)A)promote two for one happy hoursB)provide training programs like ServSafeC)stop serving alcohol after dinner hoursD)promote a one drink per person policyAnswer:B35)By providing training on the responsible service of alcoholic beverages to servers andbartenders a business owner will35)A)reduce bar profits due to less drinks servedB)potentially lower liability insurance ratesC)limit wine sales to half bottles onlyD)serve the appropriate number of shooters to customersAnswer:BSHORT 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. Thereare 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 andale38)Answer:Hops is the flower of a vine that adds bitterness to beerWort is the liquid that is fermented into beer, containing hops, water, yeast, maltand grainMalt is germinated barleyYeast is what causes the fermentation process--brewers yeast, forms carbondioxideLager is a clear light bodied refreshing beerAle is fuller bodied and more bitter, darker than lager39)Where do the different types of tea originate? Provide two examples of types of teafrom each location.39)Answer:China: Oolong, Orange pekoeIndia: Darjeeling, Assams, DooarsIndonesia: Java, Sumatra5

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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 theselaws.Answer:Dram shop is legislation that governs the sale of alcoholic beverages. These laws or civil damageacts, were enacted in the 1850s and dictated that owners and operators of drinking establishmentsare liable for injuries caused by intoxicated customers. Most states do not have dram shoplegislation. Rather they advocate training developed by national and state restaurant and hotelassociations (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 beoverpowering.·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 theirwines? List some examples.Answer:In the United States, we label wines by their varietal grape and include the name of their region onthe label. In Europe, wines tend to be labeled regionally rather than by varietal. The wine label onthe front of the bottle generally has five headings:1. The name of the vineyard2. The grape variety3. The growing area4. The vintage5. The producerWine labels are helpful in telling you a lot about what is in the bottle. Most wine bottles have twolabels applied to each bottle. The front label is meant to attract your attention, while the back labelmay be used to provoke your senses.43)Your restaurant just received a citation from your Liquor License Enforcement Agency for serving tounderage individuals. Devise a short-term solution to correct the problem and ensure your service stafffollows the laws regarding service of alcoholic spirits.Answer:The focus should be on training all alcohol-serving staff members. Locate either a national or localservice that provides authorized alcohol training to service staff. The National RestaurantAssociation and the American Hotel & Lodging Association might have training available tomembers or a national program developed by ServSafe trains and promotes responsible alcoholservice. The training should include setting up records that ensure all service staff receives alcoholtraining on a regular basis (sometimes state regulated) and the certifications are kept on file forinspection.6

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ExamName___________________________________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:A2)With chain restaurants most of the important managerial decisions are made2)A)At the district levelB)At the corporate levelC)Local managementD)By the franchise ownerAnswer:B3)The word restaurant is a French word meaning to3)A)refuelB)restC)respondD)restoreAnswer:D4)The ________ are credited with the "Culinary Arts."4)A)FrenchB)BritishC)AustriansD)GermansAnswer:A5)________ simplified French cooking and reduced the number of sauces to five "mother sauces."5)A)Charlie TrotterB)Marie-Antoine CarêmeC)Auguste EscoffierD)Julia ChildAnswer:C6)"Nouvelle cuisine" translates into what?6)A)new ideasB)lighter cuisineC)new creationD)creative foodsAnswer:B7)________ are operations owned by one or more owners who are usually involved with day today operations of the business.7)A)Independent restaurantsB)ChainsC)Fast food restaurantsD)FranchisesAnswer:A8)Groups of restaurants identical in market, concept, design, service, food and name are know as8)A)ethnic restaurantsB)multi-owner independent restaurantsC)chainsD)quick-service restaurantsAnswer:B9)Franchises are most often affiliated with9)A)independent ownershipB)chainsC)ethnic restaurantsD)dinner housesAnswer:B1

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10)The founders of classical cuisine are10)A)Thomas Jefferson and Auguste EscoffierB)Julia Child and James BeardC)Alice Waters and Julia ChildD)Marie Antoine Carême and Auguste EscoffierAnswer:D11)Noise level, sounds, decorations, table settings, and other subconscious cues a customerreceives when entering a restaurant collectively make up the11)A)ambienceB)locationC)environmentD)nicheE)demographicsAnswer:A12)A(n) ________ menu offers items that are individually priced.12)A)a la carteB)touristC)cyclicalD)du jourE)table d' hoteAnswer:A13)A(n) ________ menu offer a selection of one or more items for each course at a fixed price.13)A)touristB)a la carteC)cyclicalD)table d' hoteE)du jourAnswer:D14)A(n) ________ menu repeat themselves after a period of time14)A)a la carteB)du jourC)cyclicalD)table d' hoteE)touristAnswer:C15)The ________ must harmonize with the theme of the restaurant.15)A)kitchen equipmentB)cooksC)kitchen layoutD)menuAnswer:D16)The classification of restaurant categorized by price, decor, atmosphere, higher level offormality, and a menu made from scratch using quality fresh ingredients is16)A)fusionB)fine diningC)casualD)familyAnswer:B2

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17)The target market and concept, to a large extent, will determine the17)A)food cost percentageB)menu pricesC)rental/lease costsD)contribution marginAnswer:B18)Fusion restaurants are18)A)French in styleB)dinner housesC)fast food establishmentsD)a blend of two cuisinesAnswer:D19)TGI Friday's, Houlihan's and Bennigan's are examples of19)A)celebrity-owned restaurantsB)dinner house theme restaurantsC)ethnic restaurantsD)fusion restaurantsAnswer:B20)Ponderosa, Bonanza, Chart House and Outback are examples of20)A)fine dining restaurantsB)celebrity-owned restaurantsC)fast food restaurantsD)steak housesAnswer:D21)Good examples of casual dining restaurants are21)A)Ruth's Chris and Morton's Steak HouseB)Chipotle's and Baja FreshC)McDonalds and Burger KingD)Macaroni Grill and Red LobsterAnswer:D22)Most ethnic restaurants are22)A)celebrity ownedB)family styleC)franchisedD)independently owned and operatedAnswer:D23)Family restaurants evolved from the23)A)ethnic restaurantB)steak houseC)fusion restaurantD)coffee shop style restaurantAnswer:D24)Which of the following is a considered a themed restaurant?24)A)Kentucky Fried ChickenB)Rainforest CafeC)McDonald'sD)Chipotle'sAnswer:B25)Examples of quick-service/fast food restaurants are25)A)Pizza Hut, KFC, and SubwayB)Ruth's Chris and Chart HouseC)Outback and Red LobsterD)TGI Friday's and Cheeseburger in ParadiseAnswer:A3

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