Test Bank for Introduction to Hospitality Management, 5th Edition

Name: Test Bank for Introduction to Hospitality Management, 5th Edition
Brand: Academic Documents Platform
Price: 12.99 USD
Availability: InStock
Author: Ava Martinez

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

Ava Martinez

Contributor

4.8

about 2 months ago

Preview (30 of 97)

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

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

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

Loading page 4...

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

Loading page 5...

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

Loading page 6...

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

Loading page 7...

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:A

Loading page 8...

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

Loading page 9...

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

Loading page 10...

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

Loading page 11...

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 system

Loading page 12...

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)

Loading page 13...

Loading page 14...

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

Loading page 15...

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

Loading page 16...

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

Loading page 17...

Loading page 18...

Loading page 19...

Loading page 20...

Loading page 21...

Loading page 22...

Loading page 23...

Loading page 24...

Loading page 25...

Loading page 26...

Loading page 27...

Loading page 28...

Loading page 29...

Loading page 30...

27 more pages available. Scroll down to load them.

Preview Mode

100%

Study Now!

XY-Copilot AI

Unlimited Access

Secure Payment

Instant Access

24/7 Support

AI Assistant

Document Details

Subject

Healthcare

Test Bank for Introduction to Hospitality Management, 5th Edition

Study Now!

Document Details

Related Documents

Class Notes for Introduction to Hospitality, 7th Edition

Health Promotion Throughout the Life Span 9th Edition Test Bank

Test Bank for Choosing Health, 3rd Edition

Test Bank for Access To Health, 15th Edition

Test Bank for Principles and Foundations of Health Promotion and Education, 7th Edition

Professional Server, The: A Training Manual, 3rd Edition Solution Manual

Solution Manual for Occupational Safety and Health for Technologists, Engineers, and Managers, 9th Edition

Technology Strategies for the Hospitality Industry, 3rd Edition Class Notes

William Fredericks Health Assessment Practice Exam (1 Solved Case)