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rtm 314 > midterm > Flashcards

midterm Flashcards

1
Q

an example of great service is:

A

creating excellent experiences for all guests

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2
Q

since its introduction, the pineapple has been internationally recognized as

A

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

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3
Q

intangible means

A

cannot be perceived by the senses

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4
Q

what is true of service?

A

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

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5
Q

a mission statement is a statement of:

A

purpose

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6
Q

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

A

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

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7
Q

the traditional symbol of welcome, friendship & hospitality is…

A

the pineapple

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8
Q

internal customers are

A

the employees

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9
Q

what does NRA stand for in hospitality?

A

National Restaurant Association

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10
Q

factors involving franchise growth include….

A

foreign expansion

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11
Q

convention hotels…

A

may have business centers

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12
Q

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

A

Ritz-Carlton

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13
Q

airport hotels have added … to many properties

A

meeting space

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14
Q

AAA’s highest award for excellence is the….

A

5-diamond award

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15
Q

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

A

they are on the property for days at a time

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16
Q

what is a true statement about resort hotels?

A

they began to attract conventions, conferences, meetings

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17
Q

airport hotels…

A

range from 200-600 rooms with full service

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18
Q

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

A

REITS (Real Estate Investment Trusts)

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19
Q

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

A

maintaining sales records

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20
Q

Property Management Systems (PMS) are concerned with…

A

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

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21
Q

a guest service associates job description might include:

A

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

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22
Q

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…

A

concierge

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23
Q

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

A

city ledger

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24
Q

a large hotel is run by…

A

a general manager & executive committee

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25
Q

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

A

revenue management

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26
Q

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

A

the front office manager

27
Q

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

A

average daily room rate (ADR)

28
Q

room service is typically found in:

A

large city center hotels

29
Q

contribution margin is the difference between…

A

cost of preparation & selling price

30
Q

a banquet refers to:

A

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

31
Q

a responsible alcoholic beverage service may…

A

hold the barperson, manager, owner liable

32
Q

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

A

catering event order

33
Q

maintaining controls of expensive food items is enhanced by…

A

establishing perpetual inventory system

34
Q

the second command in the kitchen is called the:

A

sous chef

35
Q

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

A

capture rate

36
Q

explain the difference between banquets & catering

A

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.

37
Q

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

A

white wine

38
Q

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

A

monitoring & educating all drinkers & drivers

39
Q

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

A

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

40
Q

white wine is best served with…

A

white meat & fish

41
Q

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

A

43 to 47 degrees

42
Q

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

A

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

43
Q

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

A

the dram shop legislation act

44
Q

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

A

fermented mash of grain (barley) & diastase enzyme

45
Q

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

A

using a shoe

46
Q

“nouvelle cuisine” translates into what?

A

lighter cuisine

47
Q

North America gained most of its culinary legacy from…

A

France

48
Q

Fusion cuisine is described as…

A

a blending of different cuisines

49
Q

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

A

quick-service

50
Q

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

A

Thomas Jefferson

51
Q

the most popular ethnic restaurant independently owned & operated is…

A

Mexican

52
Q

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

A

quick-service

53
Q

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

A

Taco Bell & Pizza Hut

54
Q

… 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

A

independent restaurants

55
Q

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

A

the average check total per person

56
Q

strict controls on food inventory is important for…

A

receiving, storing, dating, using

57
Q

curbside appeal includes…

A

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

58
Q

servers are expected to be NCO, meaning…

A

neat, clean, organized

59
Q

proper staffing in the kitchen is crucial along with…

A

training & developing skills

60
Q

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

A

suggestive selling

61
Q

american service refers to…

A

less formal, yet professionally served

62
Q

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

A

teamwork

63
Q

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

A

front of the house

rtm 314 (3 decks)

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