midterm

Question 1

an example of great service is:

Answer 1

creating excellent experiences for all guests

Question 2

since its introduction, the pineapple has been internationally recognized as

Answer 2

a symbol of hospitality/a sign of friendliness, warmth, cheer

Question 3

intangible means

Answer 3

cannot be perceived by the senses

Question 4

what is true of service?

Answer 4

product construction & consumption occur simultaneously in the hospitality industry; and hospitality products are inherently heterogeneous

Question 5

a mission statement is a statement of:

Answer 5

purpose

Question 6

which of the following would NOT be a moment of truth?

Answer 6

your car will not start when it is time to go to the restaurant

Question 7

the traditional symbol of welcome, friendship & hospitality is…

Answer 7

the pineapple

Question 8

internal customers are

Answer 8

the employees

Question 9

what does NRA stand for in hospitality?

Answer 9

National Restaurant Association

Question 10

factors involving franchise growth include….

Answer 10

foreign expansion

Question 11

convention hotels…

Answer 11

may have business centers

Question 12

which one is not one of the largest franchisers in the hotel industry?

Answer 12

Ritz-Carlton

Question 13

airport hotels have added … to many properties

Answer 13

meeting space

Question 14

AAA’s highest award for excellence is the….

Answer 14

5-diamond award

Question 15

guests at a resort are often referred as “captured clientele” because…

Answer 15

they are on the property for days at a time

Question 16

what is a true statement about resort hotels?

Answer 16

they began to attract conventions, conferences, meetings

Question 17

airport hotels…

Answer 17

range from 200-600 rooms with full service

Question 18

Have existed since the 1960s & were mostly mortgage holders, but in the 1980s they began to own property outright often focusing on specific sectors such as hotels, office building, apartments, malls, nursing homes. Investors like them b/c they do not pay corporate income tax & instead are required to distribute @ least 95% of net income to shareholders

Answer 18

REITS (Real Estate Investment Trusts)

Question 19

basic functions of the front office include all of the following EXCEPT:

Answer 19

maintaining sales records

Question 20

Property Management Systems (PMS) are concerned with…

Answer 20

being the center for computer-based information of front and back offices

Question 21

a guest service associates job description might include:

Answer 21

greeting guests as they arrive & escorting them to the front desk; and allocating rooms & taking guest & their luggage to the room

Question 22

the person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions, tickets to shows & other advice is the…

Answer 22

concierge

Question 23

special hotel accounts for a company that has established credit with a hotel are called…

Answer 23

city ledger

Question 24

a large hotel is run by…

Answer 24

a general manager & executive committee

Question 25

a demand-forecasting technique used to maximize room revenue is known as....

Answer 25

revenue management

Question 26

the rooms division manager is concerned with many duties including that of...

Answer 26

the front office manager

Question 27

... is calculated by dividing the room revenue by the number of room sold

Answer 27

average daily room rate (ADR)

Question 28

room service is typically found in:

Answer 28

large city center hotels

Question 29

contribution margin is the difference between...

Answer 29

cost of preparation & selling price

Question 30

a banquet refers to:

Answer 30

a large group of people who eat together @ one time in one place

Question 31

a responsible alcoholic beverage service may...

Answer 31

hold the barperson, manager, owner liable

Question 32

the document prepared for the catering department to follow that contains all of the critical information about the event is the:

Answer 32

catering event order

Question 33

maintaining controls of expensive food items is enhanced by...

Answer 33

establishing perpetual inventory system

Question 34

the second command in the kitchen is called the:

Answer 34

sous chef

Question 35

estimating the number of expected restaurant guests for any meal is known as the...

Answer 35

capture rate

Question 36

explain the difference between banquets & catering

Answer 36

Banquets are catered events held for large groups of people who eat together at one time and in one place while Catering in general is a variety of occasions when people eat at varying times.

Question 37

pinot blanc, sauvignon blanc, & riesling are all types of...

Answer 37

white wine

Question 38

thousands of people are killed each year by drivers who have been drinking; in efforts to reduce this number by many organizations & businesses are...

Answer 38

monitoring & educating all drinkers & drivers

Question 39

fortified wines, such as sherries, ports, madeiras, & marsalas...

Answer 39

have brandy or wine alcohol added; have myriad tastes & aromas

Question 40

white wine is best served with...

Answer 40

white meat & fish

Question 41

champagne should be stored horizontally & served @ this temp. range:

Answer 41

43 to 47 degrees

Question 42

a good rule of thumb when pairing wine & food is that....

Answer 42

the heavier the food, the heavier & more robust the wine should be

Question 43

legislation that governs the sale of alcoholic beverages is known as:

Answer 43

the dram shop legislation act

Question 44

whiskey is a generic name for the spirit first made in Scotland & Ireland, made from...

Answer 44

fermented mash of grain (barley) & diastase enzyme

Question 45

during class/lesson or on videos on canvas, we briefly discussed how to open a bottle of wine without a corkscrew by...

Answer 45

using a shoe

Question 46

"nouvelle cuisine" translates into what?

Answer 46

lighter cuisine

Question 47

North America gained most of its culinary legacy from...

Answer 47

France

Question 48

Fusion cuisine is described as...

Answer 48

a blending of different cuisines

Question 49

... restaurants have increased in popularity b/c of their location strategies (drive-thrus, convenience, & so on)

Answer 49

quick-service

Question 50

president ... was also instrumental in bringing a foreign chef to the White House

Answer 50

Thomas Jefferson

Question 51

the most popular ethnic restaurant independently owned & operated is...

Answer 51

Mexican

Question 52

Pizza, hamburger, chicken are part of the ... restaurant type

Answer 52

quick-service

Question 53

in many cities, KFC is teaming up w/ its sister restaurant ... selling products from both chains in one convenient location

Answer 53

Taco Bell & Pizza Hut

Question 54

... are (is) typically owned by one or more owners, who are usually involved in the day to day operation of the business, not affiliated w/ any national brand

Answer 54

independent restaurants

Question 55

the average guest check refers to .... food & beverage sales total / number of covers served

Answer 55

the average check total per person

Question 56

strict controls on food inventory is important for...

Answer 56

receiving, storing, dating, using

Question 57

curbside appeal includes...

Answer 57

the appearance of the property from the parking lot to the restrooms

Question 58

servers are expected to be NCO, meaning...

Answer 58

neat, clean, organized

Question 59

proper staffing in the kitchen is crucial along with...

Answer 59

training & developing skills

Question 60

describing, recommending, showing, & offering a variety of food & beverage to a guest is known as:

Answer 60

suggestive selling

Question 61

american service refers to...

Answer 61

less formal, yet professionally served

Question 62

organization & performance in the cooking line & results depend on...

Answer 62

teamwork

Question 63

restaurant operations are generally divided into 2 areas ... include(s) anyone with guest contact from the hostess to the bus person

Answer 63

front of the house