exam 1

Question 1

answer:

what is the international symbol for hospitality

Answer 1

pineapple

Question 2

answer

what is employee empowerment

Answer 2

giving your employees the resourses for customer satisfaction

ex: giving free breakfast for a guest inconvience

Question 3

answer

what does FOH stand for

Answer 3

front of house

Question 4

answer

what does BOH stand for

Answer 4

back of house

Question 5

answer

what does Rev Par mean

Answer 5

revenue per available room

Question 6

answer

what does POM mean

Answer 6

property operation and maintenance

Question 7

answer:

what does ADR mean

Answer 7

average daily rate

Question 8

answer

what does HVAC mean

Answer 8

heating ventilation air conditioning

Question 9

answer:

what does CMMS mean

Answer 9

computerized maintenance management software/system

Question 10

answer

what does covers mean

Answer 10

meals per period

Question 11

answer

what does 86 mean

Answer 11

remove from the menu

Question 12

list

seven deadly sins of service

Answer 12

1. apathy
2. brush off
3. coldness
4. condesension
5. robotisim
6. going by the rule book
7. give the run around

Question 13

list

components of the disney service model

Answer 13

1. it starts with a smile
2. 5:15 rule
3. respect and welcome all guests
4. value the magic
5. initiate guest contact
6. create customer service solutions

Question 14

list

how would you handle an irrate customer/employee

Answer 14

1. listen
2. be empathetic
3. not defensive
4. come up with solution
5. follow through/up to make sure solution is implemented

Question 15

list

2 types of customers

Answer 15

external- come in and pay
internal- employees

Question 16

answer

what is the 5/15 rule

Answer 16

if you are within 5 ft of someone greet them, if you are in 15ft of someone display positive body language

Question 17

answer

what are three transportation modes that influenced hospitality

Answer 17

1. trains
2. cars
3. aircraft

Question 18

answer

what is the multiplier effect 1

Answer 18

1. tourist comes and spends money
2. employee gets paid and spends money in community
3. those employees get paid and spend money too

Question 19

list

reasons people travel

Answer 19

1. business
2. lesiure
3. rest/relax
4. visit family/friends
5. sports
6. weather
7. entertainment

Question 20

answer

why does travel decline

Answer 20

1. economy
2. fear of terrorism
3. pandemic/epidemic

Question 21

define

ecotourism

Answer 21

tourism based on natural world

Question 22

define

sustainable tourism

Answer 22

tourism that minimizes impact on environment and communities

Question 23

define

cultural tourism

Answer 23

travel to see other cultures

Question 24

define

volunteer tourism

Answer 24

travel to help others

Question 25

# define culinary tourism

Answer 25

travel to experience cusines

Question 26

# list 2 positives for franchising

Answer 26

1. brand recognition 2. brand advertising

Question 27

# list 2 negatives for franchsing

Answer 27

1. high fees /royalties 2. high standards to upkeep

Question 28

# list 3 types of hotel by location

Answer 28

1. urban city 2. highway 3. airport

Question 29

# list 3 hotels by services

Answer 29

1. luxury 2. premier 3. extended stay

Question 30

# list six departments on hotel executive committee

Answer 30

1. accounting/revenue managment 2. food and beverage 3. facilities/maintenance 4. marketing 5. rooms division 6. human resources

Question 31

# list 7 areas of rooms divison

Answer 31

1. front office 2. uniform services 3. security 4. communications 5. concierge 6. housekeeping 7. reservations

Question 32

# list 2 duties of the night auditor

Answer 32

1. update/post guest accounts 2. prepare daily management reports

Question 33

# answer what is the formula for percentage occupancy

Answer 33

rooms sold/rooms available

Question 34

# answer what is the formula for ADR

Answer 34

revenue of rooms sold/ number of rooms sold

Question 35

# answer what is the formula for Rev Par

Answer 35

revenue of sold rooms/ available rooms

Question 36

# answer what is the job of the revenue manager

Answer 36

set room rates at level that market will tolerate

Question 37

# list 2 jobs of the concierge

Answer 37

1. provide directions/handle transportation 2. fulfill guest requests

Question 38

# list 3 departments that fall under food and beverage

Answer 38

1. resturants 2. bar 3. catering/banquets