HRMA 1337, Exam 1 Study Guide
HRMA 1337, Exam 1 Study Guide Hrma 1337
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This 13 page Study Guide was uploaded by Theresa Nguyen on Saturday September 24, 2016. The Study Guide belongs to Hrma 1337 at University of Houston taught by S. Barth in Fall 2016. Since its upload, it has received 52 views. For similar materials see Intro to Hospitality Industry in Hotel and Restaurant Management at University of Houston.
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Date Created: 09/24/16
HRMA 1337 Exam 1 Review All of the alternative review questions come from the study module from MyHospitatlityLab Access Code and exactly all the correct answers in highlight. Should be helpful for the first exam. Chapter 1: Introducing Hospitality Which of the following statements is true of the TQM process? a. Employees at the bottom of the corporate ladder do not participate in it. b. It is a bottom-down process. c. It is a top-up process. d. Top executives and line managers are responsible for its success. The difference between total quality management (TQM) and quality control (QC) is that QC focuses on error detection, whereas TQM focuses on ________. a. categorizing errors b. error management c. error prevention d. improving design Which of the following scenarios is an example of an employee working in the heart of the house? a. David serves the guests at one of the hotel’s restaurants. b. Joan works in the housekeeping department and makes sure that the rooms are flawlessly clean. c. Zoey works as a cook in the kitchen and makes sure that the orders are ready in time for the servers to serve. d. Jordan works at the front desk and is the first point of contact for guests. In ancient times, Sumerian taverns and inns on the roadside became popular due to ________. a. the abundance of safe drinking water b. the massive labor projects undertaken at that time c. the establishment of central authority figures d. the shift from hunting and gathering to growing crops The ________ are the people working inside a hotel who receive or benefit from the output of work done by others in the hotel. a. internal guests b. employees in the heart of the house c. external guests d. employees in the back of the house Which of the following statements is true of the taverns and inns constructed in the Roman Empire? a. They were elaborate and well-appointed. b. They denied service to government officials. c. They were located away from the main roads to avoid problems from the government. d. They could be used without special government documents granting permission. In the hospitality industry, the ________ is usually from 3:00 p.m. to 11:00 p.m. a. midshift b. morning shift c. evening shift d. night shift Corporate philosophy has strong links to quality leadership and the ________ process. a. Zero Defects b. Total productive maintenance c. Six Sigma d. Total quality management The most famous hospice, the Hospice de Beaune in the Burgundy region of France, is still functioning, partly because of its role in the __________ world. a. tourism b. airline c. beer d. wine ________ is the ability to achieve ongoing economic prosperity while protecting the natural resources of the planet and maintaining an ideal quality of life for its people and future generations. a. Sustainability b. Perishability c. Variability d. Inseparability In the hospitality industry, ________ refers to the consumer’s participation in the production process of a hotel’s services. a. inseparability b. variability c. perishability d. intangibility Which of the following statements is true of the hospitality industry? a. Its products are nonperishable. b. It has a high level of consistency inherent within those that produce and consume. c. Its services are mostly tangible. d. It strives for outstanding guest satisfaction, which leads to guest loyalty and profit. Which of the following statements is true of the current hospitality industry philosophy? a. It is one in which managers plan and organize, leaving no room for error. b. It is one in which managers implement and measure, maintaining the chain of command. c. It is one in which managers shun empowerment, avoiding a drop in the quality of the services provided. d. It is one in which managers counsel associates, giving them resources and helping them to think for themselves. Which of the following statements is true of the current trends in sustainability and green travel in the hospitality industry? a. Sustainability has lost importance in the hospitality industry. b. More and more guests are expecting their hospitality provider to be environmentally conscious. c. More and more guests are ready to pay more for environmentally conscious hotels. d. Eco-friendly practices are becoming the exception, rather than the norm. In the context of technology, which of the following is a challenge that the hospitality industry faces? a. Unavailability of software to manage reservations b. Unavailability of hardware to support massive management systems c. Excessive communication between existing systems d. Training employees to use new technology Chapter 2: The Hotel Business ________ refers to who will control the sale of inventories of hotel rooms, airline seats, auto rentals, and tickets to attractions. a. New management b. Consolidation c. Culinary selectiveness d. Capacity control A(n) ________ is defined as a chain hotel owned or managed by the chain or parent company. a. luxury hotel b. franchise hotel c. corporate hotel d. independent hotel Which of the following is a method that the hospitality industry uses to conserve water? a. Using low-flow water devices b. Using disposable cutlery c. Reusing swimming pool water to water the lawns d. Decreasing the number of decorative plants ________ collects data on hotel properties, competitive set, and the industry within and outside the United States and issues STAR reports, which summarize hotel and market performance on a weekly, monthly, and annual basis. a. Smith Travel Research b. Forbes Travel Guide c. Mobil Travel Guide d. American Automobile Association Which of the following statements is true about vacation ownership? a. It is the slowest-growing segment of the lodging industry. b. These types of properties are often city center hotels. c. It gives ownership rights to a single party. d. These types of properties are often urban condominiums. A Summary Operating Statement ________. a. is a document that details revenues and expenses for a period b. is done to assess the viability of a project c. “guesstimates” the sales figure for the month or year and allows for up to a specific dollar amount to be spent on any cost of goods sold or controllable-costs item d. is used to form partnerships of convenience between hotel management companies and developers and owners, who generally do not have the desire or ability to operate the hotel __________ in the hospitality industry is a concept that allows a company to expand more rapidly by using other people’s money rather than obtaining its own financing. a. Diversifying b. Acquiring c. Franchising d. Merging Which of the following statements is true of city center and suburban hotels? a. They attract guests who want a hotel for leisure and recreation. b. They are often a destination unto themselves and are developed to be all-encompassing. c. They offer an environment where the guest may not ever need to go off-property for entertainment, recreation, meeting, or relaxing. d. They meet the needs of the traveling public for business or leisure reasons. Which of the following is true of the trends influencing the hotel business? a. There is a fall in the development of appearance, ambiance, and food quality at restaurants within hotels. b. As baby boomers enter their fifties and sixties, the popularity of vacation ownership is decreasing. c. Currently, those who own and manage global reservation systems or negotiate for large buying groups are in control of a hotel’s sale and distribution; but increasingly control is falling into the hands of the owners of the properties. d. As the industry matures, corporations are either acquiring or merging with each other. Which of the following statements is true about franchising in the hospitality industry? a. A franchisee lacks financial backing. b. A franchisor grants certain rights to a franchisee for a fee. c. A franchisor lacks specific expertise and recognition. d. A franchisee sets the guidelines for the franchisor to follow. The World Tourism Organization has called ________ one of the fastest- growing sectors of the travel and tourism industry. a. timeshares b. luxury hotels c. franchising d. management contracts Which of the following statements is true about airport hotels? a. Many airport hotels have low occupancy because of the large number of travelers arriving and departing from major airports. b. Transportation to the hotel and back from the airport is usually very expensive. c. Almost all airport hotels provide courtesy van transportation to and from the airport. d. Inconvenient locations, high prices, and costly transportation make airport hotels unpopular. Which of the following is a reason why today’s developers are more environmentally conscious? a. It is more costly to build a lodging facility if it is sustainable. b. It is less costly to use higher-wattage lighting. c. It is less costly to import materials. d. It is more costly to run a lodging facility if it is not sustainable. Which of the following is an advantage of buying a franchise? a. It provides the buyer the experience of starting the business from scratch. b. It gives the buyer the authority to set the guidelines for the franchisor. c. It provides the buyer the franchisor’s experience in running the business. d. It gives the buyer the freedom to operate the business independent of the franchisor. Which of the following statements is true of two-diamond properties? a. They have average roadside appeal, with some landscaping and a noticeable enhancement in interior décor. b. They have excellent roadside appeal and service levels that give guests what they need before they even ask for it. c. They have the highest service levels, sophistication, and offerings. d. They have simple roadside appeal and the basic lodging needs. Chapter 3: Rooms Division The ________ is ultimately responsible for the performance of a hotel and its employees. a. human resources manager b. guest service associate c. front office manager d. general manager Which of the following statements is true about the management structure of midscale and smaller properties? a. It is less complex than the management structure of larger properties. b. It does not require someone to be responsible for each of the key result areas. c. It is identical to the management structure of larger properties. d. It ultimately holds the owner responsible for all human resource decisions. Which of the following statements is true of the executive committee’s role? a. It determines the character of the property and decides on the missions, goals, and objectives of a hotel. b. It hires and trains interns for the various departments of a hotel in order to ensure quality service and customer satisfaction. c. It checks if a hotel’s building plans meet the federal regulations. d. It makes all major decisions affecting a hotel. The Italino Grand Hotel has 250 rooms available. In one day, the room sales are $23,000. What is the Italino Grand Hotel’s revenue per available room on that day? a. $92 b. $184 23,000/250 = 92 c. $5,750,000 d. $22,750 Which of the following statements is true of a concierge’s role? a. It calls for an encyclopedic memory of restaurants, theater offerings, key points of interest, and current city events. b. It calls for an attention to details, the eye for the out of place, the worn or frayed, in order to meet guest expectations. c. It demands immaculate grooming (especially the uniform), standing for long hours, and physical activity. d. It calls for total command of the keyboard, awareness of hotel revenue goals, and room availability. Developed by Smith Travel Research, the ________ is calculated by dividing room revenue by the number of rooms vacant. a. room rate b. average daily rate c. room occupancy percentage d. revenue per available room It is the main duty of a ________ to enhance guest services by constantly developing services to meet guest needs. a. front office manager b. guest services manager c. communication manager d. security manager In one day, the Hibiscus Grand Hotel sold 623 rooms out of the 750 rooms available. On that day, the rooms revenue was $90,000. What is the average daily rate of the hotel for that day? a. $144.46 b. $120 90,000/623 = 144.46 c. $708.66 d. $127 Which of the following is a purpose of the members of the executive committee? a. They balance the guests’ accounts receivable during the night. b. They compile a hotel’s occupancy forecast together with all revenues and expenses to make up the budget. c. They assist guests with a broad range of services like making arrangements, booking tickets, and making reservations. d. They operate independent of the general manager to oversee the quality of the services provided. In a hotel, the ________ consists of the following departments: front office, reservations, housekeeping, concierge, guest services, security, and communications. a. executive committee b. marketing and sales division c. rooms division d. human resources department ________ in the housekeeping department is measured by the person- hours per occupied room. a. Supply b. Efficiency c. Productivity d. Quality The purpose of revenue management is to ________. a. increase supply b. increase profitability c. increase demand d. increase customer satisfaction The ________ is headed by a guest services manager, who may also happen to be the bell captain. a. uniformed staff b. concierge c. rooms division d. executive committee Which of the following statements is true about confirmed reservations? a. They require that a deposit of either one night or the whole stay be paid in advance of the guest’s arrival. b. They guarantee the availability of the booked rooms in case the guests arrive late. c. They are given when the person making the reservation wishes to ensure that the reservation will be held. d. They are made with sufficient time for a validation slip to be returned to the client by mail or fax. The largest department in terms of the number of people employed is ________. a. accounting b. housekeeping c. front desk d. marketing and sales Chapter 4: Food and Beverage The ________ is the amount added by a menu item toward overhead expenses and is the difference between the cost of preparing the item and its selling price. a. gross margin b. food cost percentage c. contribution margin d. labor cost percentage Food cost percentage is calculated by ________. a. dividing the cost of food by the amount of food sales b. dividing the labor cost by the cost of food c. dividing the contribution margin by the amount of food sales d. dividing the cost of food by the amount of profit or loss The food sales percentage is ________. a. the cost of food divided by the amount of food sales b. the amount of food sales divided by the cost of food c. labor cost divided by food sales d. contribution margin divided by food sales The concept of right-sizing euphemistically refers to ________. a. allocating resources in a hotel according to the requirement of the various departments b. restructuring organizations to retain the most essential employees c. delivering food that exceeds guests’ expectations in terms of quality and quantity d. hiring individuals whose skill set matches the job profile Which of the following statements is true about a food and beverage director’s schedule? a. In a typical week, he or she gets two days off of work. b. In a typical week, he or she works from 8:00 a.m. to 8:00 p.m. every day. c. In a typical week, Mondays are used to catch up on reading or specific projects. d. In a typical week, he or she usually works Monday through Sunday. The total food sales for a restaurant is $4,300 on a day. If the total labor cost for the day is $730, what is the food sales percentage for that day? a. 59 percent b. 17 percent c. 49 percent 730/4,300 x 100 = 16.9 = 17 % d. 25 percent Which of the following statements is true about the activities that the director of food and beverage performs? a. The director sees salespersons regularly because they are good sources of information about what is going on in the industry and they can introduce leads for business. b. The director of food and beverage eats breakfast, lunch, and dinner in his or her restaurants every day to maintain a check on the quality. c. The director does not attend staff meetings, executive committee meetings, interdepartmental meetings, credit meetings, and P&L statement meetings. d. The director of food and beverage generally visits the bar with the executive committee, at least once a day. Which of the following is a difference between the food and beverage outlets in U.S. hotels when compared with their counterparts in Asian and European countries? a. Unlike bars and restaurants in U.S. hotels, their counterparts in Asia and Europe contribute less toward the operating profits earned by the hotel. b. Unlike bars and restaurants in U.S. hotels, their counterparts in Asia and Europe benefit less from food and beverage sales. c. Unlike bars and restaurants in U.S. hotels, their counterparts in Asia and Europe do not serve complimentary meals and drinks, as it is against the cultural values of those regions. d. Unlike bars and restaurants in U.S. hotels, their counterparts in Asia and Europe are frequently used as meeting places by nonresidents. ________ benchmarks are measured by covers-per-person-hour. a. Periodic inventory b. Perpetual inventory c. Labor cost d. Food cost In a restaurant, pizza is sold at $5. If the cost of making a pizza is $2, what is its food cost percentage? a. 20 percent b. 25 percent 2/5 x 100 = 40% c. 40 percent d. 16 percent ________ is responsible for back-of-the-house areas such as dishwashing and issuing and inventorying china, glassware, and cutlery. a. Housekeeping b. Stewarding c. Concierge d. Guest services The Salvadore hotel charges $48 per guest for a buffet dinner. The actual cost of the food to the hotel is $17 per guest. The hotel’s profit is $31 per guest. What is the food cost percentage per guest in this scenario? a. 54.8 percent b. 35.4 percent c. 64.6 percent 17/48 x 100 = 35.4% d. 37.9 percent Which of the following statements is true about the director of food and beverages? a. He or she is responsible for the effective management of room service. b. He or she reports to the director of rooms division. c. He or she reports to the director of the executive committee. d. He or she is responsible for the effective management of the concierge. The ________, directly working under an executive chef, are often responsible for the day-to-day running of each shift in the kitchen. a. sous chefs b. banquet chefs c. pastry chefs d. pantry chefs A hotel kitchen is under the charge of the ________. a. executive chef b. catering manager c. banquet chef d. chief steward Chapter 5: Beverages Which of the following statements is true of fortified wines? a. Most fortified wines are more bitter than regular wines. b. They have had brandy or wine alcohol added to them. c. Most fortified wines have less alcohol content than still wines. d. They contain carbon dioxide bubbles. Which of the following statements is true of champagne? a. It is fermented only once. b. It is a still wine. c. It is a grain alcohol. d. It contains carbon dioxide. Which of the following statements is true about beer? a. Yeast is used as the fermenting agent in the brewing process. b. Barley accounts for 85 to 89 percent of the finished product. c. Water, to a large extent, determines the type and taste of the beer. d. Whole barley is soaked and fermented before being heated in the mash tub. __________ is a brewed and fermented beverage made from malted barley and other starchy cereals and flavored with hops. a. Wine b. Whisky c. Vodka d. Beer __________ is the liquid that is derived after mixing and heating water with grains in the form of malt. a. Liquor b. Wort c. Spirit d. Proof __________ is the fermented juice of freshly gathered ripe grapes. a. Tequila b. Vodka c. Whisky d. Wine __________ is the term for grinding malt and screening out any bits of dirt. a. Mashing b. Brewing c. Distilling d. Fermenting Dram shop legislation is __________. a. the law that prohibits the consumption of alcohol on certain designated days b. the law that controls the manufacturing of alcoholic beverages c. the legislation that regulates the production processes of alcohol d. the legislation that governs the sale of alcoholic beverages Which of the following is a still light beverage wine? a. Sparkling rose wine b. Champagne c. Sparkling white wine d. White table wine White wine is best served with __________. a. fish b. beef c. lamb d. duck __________ are also known as aperitifs, which generally are consumed before meals as digestive stimulants. a. Aromatic wines b. Sparkling wines c. Still table wines d. Fortified wines __________ is made from a liquid that has been fermented and distilled. a. Beer b. Wine c. Spirit d. Cider Which of the following statements is true about the traditions of marrying wine and food? a. Sweet wines should be served with foods that are sweeter. b. Heavier food should be paired with lighter and less robust wines. c. Dessert wines best complement desserts and fresh fruits that are highly acidic. d. Port and red wine go well with cheese. The __________, or civil damage acts, were enacted in the 1850s and dictated that owners and operators of drinking establishments are liable for injuries caused by intoxicated customers. a. permissive alcohol laws b. dram shop laws c. open container laws d. blue laws Which of the following statements is true of whisky? a. It is stored in glass bottles when it is in its raw form. b. It contains carbon dioxide bubbles. c. It has a dark brown hue when it is distilled. d. It is made from a fermented mash of grain to which malt is added.
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