San Jose State University Hospitality HM 270 Final. 70 Questions and Answers.

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HM 270 Final 1 All of the following are identifiable market segments for the recent cruise market EXCEPT: Select one: a. Restless Baby Boomers b. Experiencers c. Enthusiastic Baby Boomers d. Exp... lorers 2 All of the following are reasons that brand name hotel and restaurant companies form alliances except: Select one: a. To create financial benefit b. To create operational advantages c. To provide an independent-owner model to improve the property's overall image d. Strengthen the competitive advantage 3 BEO is an acronym for which of the following? Select one: a. Best event orders b. Banquet event orders c. Beverage event ordersd. Banquet event outcomes 4 Accidents in guest rooms will need the consistent attention of two particular departments in the hotel: Select one: a. Room service and housekeeping b. Food and beverage and room service c. Room service and engineering d. Housekeeping and engineering 5 There are three parts to the “marketing situation” in the hotel marketing process. Which is NOT part of the “marketing situation”: Select one: a. Studying strengths and weaknesses b. Data gathering and analysis c. Studying the kinds and numbers of customers available in the market place d. Evaluating the other hotels with whom the hotel competes for customers 6 The following three states account for almost 40 percent of all timeshare resorts: Select one: a. Florida, California and Texas b. California, Florida, and South Carolinac. Florida, California, and North Carolina d. Florida, Texas, and South Carolina 7 In the cruise industry, six companies have emerged with 90% of the market share of the industry. Select one: True False 8 Ports of call are destinations. Select one: True False 9 The room service department offers the highest profit margins in hotel food and beverage and successful operations can generate almost 50% of profits. Select one: True False 10 The personality of most good sales people is forceful, extroverted, success oriented and selfassured. Select one:True False 11 A resort may be a major part of the community and have an economic responsibility to the area. Select one: True False 12 CTA is a reservation restriction that allows a hotel to sell through stays arriving before a given date but rejects all requests to arrive on that date. Select one: True False 13 By the middle of the 19th century, American hotels were known for three factors, or areas, in which they differed fundamentally from hotels in other parts of the world. Those three factors are: Select one: a. Architectural design, social status, hotel management b. Qualitative factors, construction excellence, guest service culture c. Quantitative factors, hotel management, architectural design d. Qualitative factors, quantitative factors, construction and managemente. Qualitative factors, construction skill, social status 14 With regards to sales and marketing, there are three factors (known as the “Three C’s”) that come into consideration in pricing. These three factors are: Select one: a. Costs, competition, and customers’ comfort zones b. Competition, caring, and consideration c. Costs, control, and competition d. Control, costs, and customers e. Culture, caring, and consideration 15 Which of the following components is (are) part(s) of a hotels marketing situation? Select one: a. The hotels strengths and weaknesses b. The various kinds and numbers of customers available in the marketplace c. The hotels competitors d. All of the above e. Only a and b 16 "Turnaround" days are the first and last day of a cruise. Select one:True False 17 Cruises traditionally employ both officers and ratings, or non-officers, as crew members. Select one: True False 18 The “purser” is the title given to the senior manager of hotel operations on cruise lines adhering to less traditional selling points. Select one: True False 19 A current trend among hotels that have reevaluated their F&B operations is to replace the more casual and relaxed dining experience with a more formal fine-dining, white-tablecloth concept. Select one: True False 20 A “GDS” is an independent company that charges a fee to take reservations, or a percentage of the revenue.Select one: True False 21 The line operations in a hotel are generally those behind-the-scenes activities that support the staff functions. Select one: True False 22 The customers that the hotel is best able to attract and serve are known as the hotels marketing segment. Select one: True False 23 Marketing is defined as a process of creating and sustaining productive relationships with desirable customers. Select one: TrueFalse 24 "Lock-out" room status in a hotel means that the room is unrentable and thus unassignable at this time. Select one: True False 25 Resorts can be characterized in terms of their proximity to the primary market and mix of residential and lodging properties. Select one: True False 26 Non-destination resorts tend to be at least several hundred miles from the primary market. Select one: True False 27 The average length of stay of a guest is generally the same at vacation resorts and traditional hotels.Select one: True False 28 Resorts require more land and fixed assets. Select one: True False 29 Fade rates are a set of rates that can be put into effect on dates that are sold out to prevent overbooking of the hotel. Select one: True False 30 Blackout dates are dates that are contractually unavailable to wholesalers or negotiated accounts. Select one: True False 31 Architectural Blueprints and specifications are part of the initial project for the OPM to manage and the focus of this part of the project is to ensure a good flow for guests, staff, and goods.32 Preparing a hotel to carry a new brand is call a "flag" in the lodging industry. Select one: True False 33 With regards to travel patterns and how hotel companies locate major hotel properties, a CBD is referred to as a central business district. Select one: True False 34 The five categories of the U.S. market price segments are budget, mid-price, luxury, economy and upscale. Select one: True False 35 For cruises in the United States, the most important cruise destinations are Alaska, the Caribbean/Bahamas, and Florida. Select one: TrueFalse 36 Cabin stewards monitor the general condition of the cabins and perform routine service and cleaning. Select one: True False 37 On a budget cruise, the ratio of staff to passengers is nearly one-to-one, meaning that a greater percentage of the staff will come into contact with the passengers and therefore be customer focused. Select one: True False 38 Cruises have three different economic features: inelasticity, inclusivity, and complementarity. Select one: True False39 The "deck" department oversees the navigation and care of the cruise ship. Select one: True False 40 Drinking water is referred to as "potable" water. Select one: True False 41 Given a 10,000-square-foot ballroom, the catering department can sell functions for 800 guests for dinner. Select one: True False 42 "Case goods" is a term that includes all carpeting, curtains, bedspreads or comforters and linens in the guest rooms. Select one: TrueFalse 43 Which of the following is not a part of the food production management team? Select one: a. Banquet chef b. Executive chef c. Line chef d. Pastry chef 44 Hotel bars generally stock: Select one: a. Well, premium, and extra brands b. Standard, premium, and extra brands c. Standard, premium, and superior brands d. Well, premium, and super-premium brands 45 Food and beverage management used to be dominated by __ cuisine and forms of table service. Select one: a. Italianb. French c. American d. Spanish e. Asian 46 A benchmark for measuring the revenue generating capability of a property and a quick measure of relative performance is: Select one: a. Room Occupancy b. RevPAR c. Average Room Rate d. Rooms Sold (Demand) 47 Four reasons why the engineering department has evolved to what it is today is due to competition, sophistication of building systems, energy needs, and the required return on investment. Select one: True False 48 Pooled interdependence refers to activities that can be performed with little interaction between individuals or groups. Select one:True False 49 Departmentalization relates to the number of subordinates reporting to a supervisor. Select one: True False 50 An example of activity-based lodging is a golf resort. Select one: True False 51 All of the following are the part of the five elements that must be consistently maintained to assure the best customer experience in the hotel department of the cruise ship EXCEPT: Select one: a. Officers, managers, crew, and staff must be sufficiently maintained. b. Employees, pursers, cabin crew must be sufficiently maintained.c. Employees should be instinctively customer-oriented in their thinking. d. Crew at every level should be empowered to solve customer's problems. e. Employees should be aware of company standards. 52 Occupancy is the percentage of available rooms that were sold during a specified period of time. It is calculated by dividing the number of rooms sold by rooms available. 53 Transient rooms include rooms occupied by those with reservations at rack, corporate, corporate negotiated, package, government, or foreign traveler rates. 54 Hotel classifications are driven primarily by building structure and secondarily by service level. Select one: True False 55 A resort hotel is located in a market where a significant source of business is derived from leisure/destination travel. Select one: True False 56 The most important factor in determining a cruise's amenities is the size of the ship. Select one:True False 57 Theaters are usually the largest gathering point aboard a cruise ship and are used for a variety of reasons such as comedy shows, musicals, and magic shows. Select one: True False 58 Born in the 1970's, the modern cruise industry now accounts for more than 400 ships offering cruises tailored to many budgets. Select one: True False 59 Typically, the OPM manages a budget that consist of 50% labor costs, 30% food & beverage costs, and 20% marketing costs. Select one: True False60 An automated dispensing system can help in: Select one: a. Inventory Control Issues b. Portioning Issues c. Pricing and accounting issues d. All of the above e. A and B above 61 In which of the following time frames do the demands of a GM’s job relate to the capital needs and the organizational stability of the hotel? Select one: a. Short-run b. Medium-run c. Intermediate-run d. Long-run e. Only a and b 62 The authors list a number of principles regarding how to structure organizations. These include: Select one: a. Strategy formulation, unity of command, and employee empowermentb. Delegation, unity of command, and chain of command. c. Employee empowerment, hierarchical structure, and chain of command d. Hierarchical structure, delegation, and employee empowerment. e. Delegation, chain of command, and strategy formulation 63 In order to determine the appropriate number of subordinates a supervisor should be responsible for at any given time, the authors presented a list of functions in which the span of control is dependent on. Which of the following was included in the list? Select one: a. Task integration b. Frequency of interaction c. Task certainty d. All of the above e. Only a and b 64 Which of the following was not listed as a principle that applies to setting up categories to manage rates at a hotel? Select one: a. Each category should have a reasonable volume of activity. b. Limit the total number of transient rate categories to no more than six or so. c. Group business should have a separate hierarchy of buckets to allow the operator to track pickups of room blocks.d. All of the above e. Only a and b 65 In the intermediate run, the job function of a hotel GM is referred to as that of organizational developer. Select one: True False 66 The word "hotel" was borrowed from the French as a term referring to the residence of noblemen and entered the English language in the 1760's as a term signifying a guest house of high quality. Select one: True False 67 The term "porte cochere" is a term used to described the bellman storage that is located in the rear of the hotel. Select one: True False 68 A cruise ship company classified as "niche" cruising has above-average service, food, andamenities, and offers a diversity of attractions, with the aim of providing entertainment for a wide variety of passengers. Select one: True False 69 Frequent stay programs are used in sales and marketing as customer retention programs. Select one: True False 70 The ARDA has identified six segments of timeshare owners and the segments are Fans, Vacationist, Thrivers, Togetherers, Experiencers and Strugglers. Select one: True False [Show More]

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