midterm Flashcards
an example of great service is:
creating excellent experiences for all guests
since its introduction, the pineapple has been internationally recognized as
a symbol of hospitality/a sign of friendliness, warmth, cheer
intangible means
cannot be perceived by the senses
what is true of service?
product construction & consumption occur simultaneously in the hospitality industry; and hospitality products are inherently heterogeneous
a mission statement is a statement of:
purpose
which of the following would NOT be a moment of truth?
your car will not start when it is time to go to the restaurant
the traditional symbol of welcome, friendship & hospitality is…
the pineapple
internal customers are
the employees
what does NRA stand for in hospitality?
National Restaurant Association
factors involving franchise growth include….
foreign expansion
convention hotels…
may have business centers
which one is not one of the largest franchisers in the hotel industry?
Ritz-Carlton
airport hotels have added … to many properties
meeting space
AAA’s highest award for excellence is the….
5-diamond award
guests at a resort are often referred as “captured clientele” because…
they are on the property for days at a time
what is a true statement about resort hotels?
they began to attract conventions, conferences, meetings
airport hotels…
range from 200-600 rooms with full service
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
REITS (Real Estate Investment Trusts)
basic functions of the front office include all of the following EXCEPT:
maintaining sales records
Property Management Systems (PMS) are concerned with…
being the center for computer-based information of front and back offices
a guest service associates job description might include:
greeting guests as they arrive & escorting them to the front desk; and allocating rooms & taking guest & their luggage to the room
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…
concierge
special hotel accounts for a company that has established credit with a hotel are called…
city ledger
a large hotel is run by…
a general manager & executive committee
a demand-forecasting technique used to maximize room revenue is known as….
revenue management
the rooms division manager is concerned with many duties including that of…
the front office manager
… is calculated by dividing the room revenue by the number of room sold
average daily room rate (ADR)
room service is typically found in:
large city center hotels
contribution margin is the difference between…
cost of preparation & selling price
a banquet refers to:
a large group of people who eat together @ one time in one place
a responsible alcoholic beverage service may…
hold the barperson, manager, owner liable
the document prepared for the catering department to follow that contains all of the critical information about the event is the:
catering event order
maintaining controls of expensive food items is enhanced by…
establishing perpetual inventory system
the second command in the kitchen is called the:
sous chef
estimating the number of expected restaurant guests for any meal is known as the…
capture rate
explain the difference between banquets & catering
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.
pinot blanc, sauvignon blanc, & riesling are all types of…
white wine
thousands of people are killed each year by drivers who have been drinking; in efforts to reduce this number by many organizations & businesses are…
monitoring & educating all drinkers & drivers
fortified wines, such as sherries, ports, madeiras, & marsalas…
have brandy or wine alcohol added; have myriad tastes & aromas
white wine is best served with…
white meat & fish
champagne should be stored horizontally & served @ this temp. range:
43 to 47 degrees
a good rule of thumb when pairing wine & food is that….
the heavier the food, the heavier & more robust the wine should be
legislation that governs the sale of alcoholic beverages is known as:
the dram shop legislation act
whiskey is a generic name for the spirit first made in Scotland & Ireland, made from…
fermented mash of grain (barley) & diastase enzyme
during class/lesson or on videos on canvas, we briefly discussed how to open a bottle of wine without a corkscrew by…
using a shoe
“nouvelle cuisine” translates into what?
lighter cuisine
North America gained most of its culinary legacy from…
France
Fusion cuisine is described as…
a blending of different cuisines
… restaurants have increased in popularity b/c of their location strategies (drive-thrus, convenience, & so on)
quick-service
president … was also instrumental in bringing a foreign chef to the White House
Thomas Jefferson
the most popular ethnic restaurant independently owned & operated is…
Mexican
Pizza, hamburger, chicken are part of the … restaurant type
quick-service
in many cities, KFC is teaming up w/ its sister restaurant … selling products from both chains in one convenient location
Taco Bell & Pizza Hut
… 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
independent restaurants
the average guest check refers to ….
food & beverage sales total / number of covers served
the average check total per person
strict controls on food inventory is important for…
receiving, storing, dating, using
curbside appeal includes…
the appearance of the property from the parking lot to the restrooms
servers are expected to be NCO, meaning…
neat, clean, organized
proper staffing in the kitchen is crucial along with…
training & developing skills
describing, recommending, showing, & offering a variety of food & beverage to a guest is known as:
suggestive selling
american service refers to…
less formal, yet professionally served
organization & performance in the cooking line & results depend on…
teamwork
restaurant operations are generally divided into 2 areas … include(s) anyone with guest contact from the hostess to the bus person
front of the house
