Table of Contents
COTHM Dubai Certificate in Hospitality Management
By supplementing your total industry knowledge, this Certification can help you become a more effective employee or manager. Additionally, enables you to stand out from the crowd when applying for entry-level or managerial positions in the hospitality industry.
Duration: 6 months
Study Mode: Distance Learning (Online)
Minimum age: 18 years
Final Assessment: MCQs-based.
What is Included?
1: GPDP Learning Resources worth US$250.
2: Typsy- Australia worth US$96 (Video Training Courses.
3: Enrollment in Internships & Placements Program
4: Lifetime membership of COTHM Community & Online Events Portal.
Who should enroll?
Recent pass-outs.
Industry professionals.
Assessment
Assessments at COTHM are
convenient and simple.
- An online knowledge test after each module.
- MCQ-based online final assessment.
- Video display of learned skills / VIVA VOCE.
Core Objectives
- Assisting those who want to advance their careers in the hospitality industry.
- Helping with the transition into the hospitality industry.
- Fostering the necessary confidence to gain an edge over other applicants for hospitality opportunities.
- Understanding the hospitality operations in the UAE & across the globe
Education Path
After completing the course, students can enroll in advanced diploma & degree programs for various sectors of the tourism and hospitality industry.
Criteria
Age: 18+
Qualification: 12th or
equivalent/A Level
English Proficiency: Student
must demonstrate proficiency
In English, reading, writing, and
listening abilities
Join the Cothm Dubai Hospitality and Management Course
Website: https://cothm.ae/programs/certificate-in-hospitality-management/
Course portal
Chapter 1 Hospitality Industry Overview
1: What does the hospitality industry mostly rely on?
Answer: Discretionary income and free time of customers
2: What is included in the hospitality industry?
Answer: A broad group of businesses that provide services to customers.
3: Which of the following is NOT an area of the hospitality industry?
Answer: Sports equipment rentals
4: How are all of the areas of the hospitality industry similar?
Answer: They are focused on customers.
5: If a country’s economy is in decline, how will that impact the hospitality industry?
Answer: It will hurt the hospitality industry
6: How did internet technology change the hospitality industry?
Answer: By allowing people to research and plan their own vacations.
7: In the 19th and early 20th centuries, the advancement of_____began to open up travel to more people.
Answer: Modern transportation
8: By the middle of the 1700s, the idea of hotels was becoming popular in Europe, while___were growing in popularity in America.
Answer: Inns
9: The early days of travel were reserved primarily for whom?
Answer: The wealthy
10: In the 19th century, the hospitality industry introduced all of the following EXCEPT:
Answer: Technology to book your own rooms
11: David and Sarah are vacationing in Rome, and they get a fancy meal in a small restaurant. Is this experience in the restaurant part of the travel and tourism sector? Why or why not?
Answer: Yes, because they visited the restaurant as tourists.
12: Which of the following is NOT an example of the tourism sector of the hospitality industry?
Answer: Restaurant table service
13: Which of the following is considered an accommodation in the hospitality industry?
Answer: A bed and breakfast
14: Which of the following is NOT a sector in the hospitality industry?
Answer: Grocery stores
15: Which industry focuses on customer satisfaction and offers luxury services?
Answer: The hospitality industry
16: Which of the following is NOT included in the lodging sector of the hospitality industry?
Answer: Casinos
17: Which business is NOT a part of the entertainment sector?
Answer: Resorts
18: The hospitality industry sells and markets____product.
Answer: an intangible
19: Frank lives in Maine and went on vacation to California. While he was there, he bought a new surfboard. Does this experience in the surf shop count as an interaction with the hospitality industry? Why or why not?
Answer: No, because buying a surfboard means Frank now owns a tangible, nonperishable item.
20: Once a guest has an experience in the hospitality industry, it is gone. That characteristic is known as____.
Answer: perishability
21: How do businesses in the hospitality industry stay competitive with recruiting?
Answer: By offering signing bonuses
22: Why is flexibility needed in the hospitality industry?
Answer: Employees in the hospitality industry need to be able to work nights, weekends, and holidays due to the hours businesses are open.
23: Which of the following is one of the reasons for the high turnover in the hospitality industry?
Answer: There are peak seasons that affect the need for employees.
24: Why is hiring in the hospitality industry unique from other industries?
Answer: It is a service industry that has a high level of customer contact.
25: Which of the following is NOT a skill that is needed in the hospitality industry?
Answer: Above average physical strength
26: Why is it difficult for companies in the transportation sector to find the right staff?
Answer: Not many people have the right set of skills for jobs in this sector.
27: Why did the recession hit the hospitality industry first?
Answer: People had less money to spend on tourism and travel.
28: How would you describe revenue for the hospitality industry between 2004 and 2016?
Answer: A decrease until 2008/9, and then an increase up to 2016.
29: What happened to the hospitality industry after the terror attacks in Paris?
Answer: Hotels noticed a decrease in people staying with them.
30: What particular aspect of customer tastes do companies in the hospitality industry need to consider in the future?
Answer: The changing tastes of a new generation.
31: How has the hospitality industry grown?
Answer: By providing less expensive alternatives.
32: What is the projected revenue for the hospitality industry in 2016?
Answer: 550$
33: Which of the following is NOT one of the three characteristics that define the hospitality industry?
Answer: Extra income
34: Which of the following is NOT part of the hospitality industry?
Answer: Grocery stores
35: Which of the following areas is NOT predicted to impact the future of the hospitality industry?
Answer: Phone services
36: A hotel manager may have all these responsibilities as a tourism management professional EXCEPT:
Answer: Guiding tours
37: Is it a good idea for someone to book a trip through a travel agent rather than just booking it online by themselves? Why or why not?
Answer: It is a good idea, because travel can access information and discounts that may not be accessible to a member of the general public.
38: Important traits for tourism management professionals include all of the following EXCEPT:
Answer: An advanced degree in tourism management
39: The tourism industry includes all of these components EXCEPT:
Answer: Addresses
40: Both profit and non-profit organizations are included as part of the recreation, leisure, and gaming sector. Which of the following is an example of a non-profit organization?
Answer: YMCA
41: The hotel and gaming sector is synonymous with which of the following subcategories of the recreation, leisure, and gaming sector?
Answer: casinos and gaming the sector
42: Casinos may be included as part of all of the following categories associated with the recreation, leisure, and gaming sector.
Answer: Leisure products
43: Why do theme parks typically have more debt than other enterprises I the recreation, leisure, and gaming sector?
Answer: Because of the high costs associated with constructing and maintaining such facilities.
44: Which of the following is NOT included in the commercial enterprises category of the recreation, leisure, and gaming sector?
Answer: National Parks
45: What would a good manager planning events in the conference and event sector be sure to do?
Answer: communicate what is required of the clients so there are no surprises for your staff
46: You manage a large convention center with facilities suitable for holding many types of events and meetings. You need to hire some new team members. To form a team capable of creating memorable experiences for your clients, what types of employees should you seek?
Answer: I would seek applicants that are adaptable, can meet deadlines, delegate tasks, stay organized and solve problems.
47: What services are provided by the conference and events sector of the hospitality and tourism business?
Answer: making arrangements for and playing host to corporate meetings, expos, weddings, and parties.
48: Why is flexibility required of those working in the conference and event sector?
Answer: Each gathering is unique and will require different needs and plans.
49: What is one thing event planners can be certain of?
Answer: Problems will arise that require quick thinking to remedy.
50: Airbnb’s impact on the traditional hospitality industry has been mostly____
Answer: negative
51: Marriott’s introduction of Moxy Hotels was designed to appeal to what age group?
Answer: Millennials
52: Which of these hotel areas has NOT been affected by Airbnb’s emergency?
Answer: Hotel spas
53: How does Airbnb’s strategy differ from that of the traditional hotel industry?
Answer: They offer travelers an experience rather than just a functional lodging space.
54: How has the introduction of the Moxy brand affected Marriott’s revenue?
Answer: Revenue has increased
55: The mission statement is one of the key components of______in organizations.
Answer: strategic planning
56: Which of these is identified in a company’s mission statement?
Answer: Purpose
57: Which of these describes how often a mission statement should be reviewed?
Answer: Frequently
58: Jennifer is starting a new business and begins by writing her mission statement. Why is it important for Jennifer to write a mission statement?
Answer: It will help clarify the philosophies of her business.
59: Which group of people are expected to be able to identify with and commit to upholding the mission statement?
Answer: Employees
60: Which of the following is an example of a mission statement?
Answer: Our goal is to deliver the ultimate chocolate experience
61: When thinking about organizational strategies, who are the stakeholders?
Answer: Individuals with a vested interest in a company.
62: You have a business selling produce and aim to sell $700 worth of fruit per week. Which organizational strategy is this an example of?
Answer: Program objective
63: Why are best practices critical for organizational strategies?
Answer: These reliable methods ensure the desired results of organizational strategies are achieved.
64: Which of the following is an example of a version statement?
Answer: To bring inspiration and knowledge to every child in the world.
Chapter 2 Operating in the Hospitality Industry
1: What is the purpose of digitizing the HACCP plan in the hospitality industry?
Answer: To ensure all teams use the same plan and receive updates automatically.
2: Why is food safety important in the hospitality industry?
Answer: To maintain a positive reputation
3: What are the steps involved in creating a HACCP plan?
Answer: Identifying hazards, setting limits, moitoring, and keeping records
4: How many steps are there to ensure safe food preparation?
Answer: 4
5: What is the role of HACCP in ensuring food safety in the hospitality industry?
Answer: Identifying and controlling hazards
6: Why is prioritizing food safety a smart business decision?
Answer: It protects customer health and maintains reputation
7: How often should a HACCP plan be updated?
Answer: Regularly when changes occur
8: What is the purpose of implementing control measures in food safety?
Answer: To protect customer health
9: What is the main goal of the HACCP plan?
Answer: To ensure safe food handling
10: How does implementing a HACCP plan benefit a hotel’s financial well-being?
Answer: It reduces the risk of lawsuits
11: What is the importance of stying informed about food safety regulations?
Answer: To avoid fines and penalties
12: What is the role of monitoring in the HACCP plan?
Answer: To identify hazards and control points
13: Why should records be kept in the HACCP plan?
Answer: To comply with legal regulations
14: How does prioritizing food safety contribute to the success of the hospitality industry?
Answer: It maintains a positive reputation
15: What is the purpose of setting limits in the HACCP plan?
Answer: To protect customer health
16: What is the purpose of digitizing the HACCP plan in the hospitality industry?
Answer: To ensure all teams use the same plan and receive updates automatically
17: Why is food safety important in the hospitality industry?
Answer: To comply with food safety regulations
18: What are the steps involved in creating a HACCP plan?
Answer: Identifying hazards, setting limits, and monitoring CCPs
19: Why is CSR important in the hospitality industry?
Answer: To have a positive impact on society
20: What are the three components of the CSR model mentioned in the context?
Answer: Environment, philanthropy, and ethical labor practices
21: How many steps are there to ensure safe food preparation?
Answer: 4
22: What is the purpose of monitoring CCPs in a HACCP plan?
Answer: To ensure the plan is effective
23: Why is it important to update the HACCP plan regularly?
Answer: To indtroduce new dishes and recipes
24: What is the main goal of CSR in the hospitality industry?
Answer: To benefit society
25: What are the potential impacts of the hospitality industry on society?
Answer: Positive benefits and negative consequences
26: What is the role of philanthorpy in the CSR model?
Answer: To support charitable causes
27: What is the purpose of ethical labor practices in the CSR model?
Answer: To ensure fair treatment of employees
28: How can the hospitality industry contribute to the society through CSR?
Answer: All of the above
29: What is the purpsoe of setting limits forr CCPs in a HACCP plan?
Answer: To remove or reduce hazards
30: Why should all teams in a company use the same HACCP plan?
Answer: To ensure Consistent food safety practices
Chapter 3 Hospitality Management
1: What are the four functions of management in Henri Fayol’s framework, often referred to as the POLC framework?
Answer: All of the above (Planning, Organizing, Leading)
2: What is the role of human resources management in the hospitality industry?
Answer: Planning employee training programs
3: How can effective human resources management contribute to the success of a hospitality business?
Answer: By investing in employee development
4: Why is it important for project managers in the hospitality industry to be flexible in their approach?
Answer: To adapt to the specific resources available
5: In the traditional view, what is the role of top managers (upper management)?
Answer: Creation of company strategy
6: What is the first step in developing a revenue management strategy for Holiday Resort?
Answer: Collecting historical data
7: In the context of project delivery in the hospitality industry, where should the project manager focus on delivering value?
Answer: Customer satisfaction
8: What is one of the fundamental pillars of holiday Resort’s revenue management strategy?
Answer: Customer segmentation
9: What does the Profit and Loss statement provide potential investors with?
Answer: Financial information about the company
10: Why is understanding the capabilities, strengths, and weaknesses of each team member crucial in project management?
Answer: Team members can better understand the value of the project
11: How is the REVPAR (Revenue per Available Room) calculated, and how is it used in financial decision-making?
Answer: Period Revenue / (Available Rooms x Period Days); Used to evaluate room rate decisions
12: How does Holiday Resort group its customers for market segmentation?
Answer: Based on their preferences for pricing and services
13: What is the purpose of operational guidelines in a hotel?
Answer: To support and build the overall brand
14: Why is it important to be flexible in project management in the hospitality industry?
Answer: To adapt to the quirks of hospitality
15: Which pillar of revenue management focuses on offering value for the money spend by customers?
Answer: Operational Excellence
16: What does the consolidated statement of income combine?
Answer: Financial statements into a single document
17: What does the pricing strategy in the hospitality industry aim to align with?
Answer: Customer’s needs
18: What do customers expect from a hotel brand?
Answer: Additional services or products for their money
19: What does the statement of income organize into a single document?
Answer: Revenue and expenses
20: What is the purpose of assigning resources to tasks in a project plan?
Answer: To successfully complete the project
21: What is one of the fundamental pillars of Holiday Resort’s revenue management strategy?
Answer: Pricing strategy
22: What is a crucial responsibility of the staffing function in human resources management for the hospitality industry?
Answer: Conducting background checks and references
23: Which expenses are included in the Profit and Loss statement?
Answer: Administrative costs and maintenance costs
24: What do operational guidelines in a hotel help to support?
Answer: Brand building and consistency
25: What do customers expect regardless of their price range?
Answer: Value for their money
26: In financial accounting, what is the purpose of liquidity ratios?
Answer: Determining the ability to pay obligations
27: What should project managers consider when assigning resources in a project plan?
Answer: Team strengths and available resources
28: What was the key factor that helped Red Roof Inns capitalize on a 10% gain in occupancy during the 2013-2014 winter season?
Answer: Weather data forecasting
29: How does pricing strategy in the hospitality industry align with customer needs?
Answer: By setting prices based on market demand
30: What does yield management involve in the hospitality industry?
Answer: Adjusting room rates to optimize both occupancy and revenue
Chapter 4 The International Hospitality Industry
1: What is a common way for tourists or backpackers to work in Australia in exchange for room and board?
Answer: Working in the hospitality industry
2: Which category is considered very important in the hospitality industry in Australia?
Answer: All of the above (Hotels, Entertainment)
3: What is the a popular trend in the hospitality industry in Quebec, Canada?
Answer: Boutique hotels
4: What is one of the main challenges for Canadian tourism?
Answer: Extreme weather conditions
5: What does the term “hospitality” refer to?
Answer: The friendly gesture shown to visitors
6: What is a distinguishing feature of the hospitality industry in Australia?
Answer: Unique hospitality choices
7: What is a characteristic of the hospitality industry in Australia?
Answer: Expensive food venues
8: What is a draw for tourists visiting Canada?
Answer: Aboriginal culture
9: What is a common challenge for tourists travelling to Australia?
Answer: High travel costs
10: What is a unique feature of the hospitality industry in Quebec, Canada?
Answer: French-speaking staff
11: What challenge does the hospitality industry in Canada face in terms of its workforce?
Answer: Difficulty in finding workers for rural areas
12: Which category is considered important to the hospitality industry in Australia due to the country’s love for barbecue?
Answer: Dining
13: What is a popular trend in the hospitality industry in Canada?
Answer: Boutique hotels
14: What is the main challenge faced by China’s hospitality industry, according to the passage?
Answer: Lack of skilled workers due to a shortage of hospitality-focused education
15: How many main segments are there in the hospitality industry in the United States?
Answer: 4
16: What is the main goal of the superior hospitality in the United States?
Answer: Providing the best possible experience
17: What is a distinguishing factor of the hospitality industry in the USA?
Answer: Entertainment opportunities
18: What is a characteristic of China’s hospitality industry about hotel density?
Answer:
China has four hotel room per 1,000 people and aims to double this in the next few years.
19: What type of visa allows individuals to work in Australia in exchange for room and board?
Answer: Working holiday visa
20: What is highlighted as a significant factor in a traveler’s experience, affecting their perception of a region?
Answer: Lodging quality
21: What are the three main categories included in the hospitality industry,
Answer: Food and beverage, Tourism, and Hotels
22: Which country is known for its barbecue and food culture?
Answer: Australia
23: Which African country is discussed in the chapter regarding its hospitality industry challenges and growth?
Answer: Ghana
24: What is an important factor in providing superior hospitality?
Answer: Excellent customer service
25: What is identified as one of the main reasons for the growth in Ghana’s hospitality industry?
Answer: Expansion of the mining industry
26: What is one of the main reasons why India has become popular for medical tourism?
Answer: All of the above (Low-cost medical treatments, Easier visa process for medical tourists)
27: What is one of the challenges that India currently facing in terms of tourism?
Answer: Limited number of hotel rooms
28: What is mentioned as a significant contributor to New Zealand’s hospitality industry employment?
Answer: Domestic travels
29: Which factor is identified as one of the advantages of New Zealand’s hospitality industry?
Answer: Low prices and cheaper travel due to lower oil prices
30: What does effective human resources management contribute to in the hospitality industry?
Answer: A knowledgeable and well-trained staff
Chapter 5 Customer Services and Housekeeping
1: What is one of the supervisory responsibilities in the housekeeping department?
Answer: Assigning rooms to housekeepers
2: What determines the type of cleaning needed in a guest room?
Answer: Whether the room is checked out or a stayover
3: What happens if a room is not cleaned to standards?
Answer: housekeeper back to re-clean the room
4: What are the expectations of the housekeeping department?
Answer: To provide clean and sanitary facilities
5: How often are guest rooms typically cleaned?
Answer: Everyday
6: What is one of the basic functions of the housekeeping department?
Answer: Cleaning public areas
7: Who is responsible for conducting the cleaning tasks in the housekeeping department?
Answer: Housekeepers
8: What is the role of the housekeeping department in the hospitality industry?
Answer: Providing service to customers
9: What areas are included in the housekeeping department’s cleaning responsibilities?
Answer: Guest rooms and public restrooms
10: Who is in charge of running the housekeeping department?
Answer: Housekeeping supervisors and managers
11: What is one benefit of maintaining a clutter-free and spill-free area in a hotel?
Answer: All of the above (Fewer tripping and slipping accidents, Increased control over supplies and materials, Better hygienic practices)
12: What is the purpose of using an inspection checklist in a hotel?
Answer: All of the above (To remind housekeeping staff of needed repairs, to ensure consistency in cleaning methods, to identify items or services for guests)
13: What should be checked to ensure the cleanliness of hotel floors?
Answer: All of the above (Adequate number of containers, Regular emptying of waste containers, Absence of holes or loose planks)
14: What is the role of housekeeping staff in maintaining hotel cleanliness?
Answer: All of the above (Providing laundry services, Maintaining cleanliness of common areas)
15: Why is it important to establish housekeeping standards in hotels?
Answer: All of the above (To increase professionalism, To ensure proper training of staff, To establish expectations for cleaning procedures)
16: What is a common task for housekeeping staff before approving rooms for guest occupancy?
Answer: Completing a room inspection checklist
17: What is one outcome of proper hotel housekeeping?
Answer: All of the above (Increased customer satisfaction, Improved room comfort, Enhanced health and safety)
18: What should be checked to ensure the cleanliness of bathrooms in a hotel?
Answer: All of the above (Clean and clear floors, No signs of pests, Thorough cleaning)
19: What is one benefit of controlling and maintaining waste and storage in hotels?
Answer: All of the above (Improved hygiene practices, Increased customer satisfaction, Better room comfort)
20: Who is responsible for completing room inspection checklists in hotels?
Answer: All of the above (Housekeeping staff, Floor supervisors, Second supervisors)
21: What is a key benefit of effective hospital housekeeping?
Answer: Reducing workplace dangers and aiding efficient patient care
22: How can formal and informal training methods be combined in hospital housekeeping?
Answer: By incorporating daily safety topics into team huddles
23: How often should employees receive training on safety topics?
Answer: At regular intervals, including ongoing refresher courses
24: When is it appropriate to use formal and informal training methods?
Answer: Both during daily routines and scheduled meetings
25: What is the purpose of having a cleaning checklist for housekeeping staff?
Answer: All of the above (To avoid wasting time by contemplating tasks, To remove hazardous materials)
26: What is the common item to include on a patient room checklist?
Answer: All of the above (Proper training for housekeeping staff, Regular emptying of waste containers, Storage of materials in non-obstructive areas)
27: How can utilizing an inspection checklist improve guest satisfaction in a hotel?
Answer: All of the above (By ensuring room comfort, By maintaining cleanliness in common areas, By addressing health and safety concerns)
28: What is the purpose of ongoing trainings for employees?
Answer: All of the above (To evaluate employee understanding of topics, To provide standardization throughout the hotel, To review brief and important safety topics)
29: What is the benefit of having an adequate number of waste containers?
Answer: All of the above (Fewer fire hazards, Less property damage, Improved health of customers and staff)
30: What is an example of peer-to-peer training in the context of hospital housekeeping?
Answer: Experienced nurse advising a new team member
Chapter 6 Restaurant Services and Types
1: What is the main characteristic of fine dining?
Answer: Limited menu and expensive food
2: What type of dining usually uses cloth napkins?
Answer: Fine dining
3: In which type of restaurant do guests order from a cashier and receive their food shortly after?
Answer: Limited-service restaurant
4: Which type of restaurant offers a diverse menu and table service?
Answer: Full-service restaurant
5: What is the main characteristic of fast-food restaurants?
Answer: Self-service and fast food options
6: What is the main characteristic of fast-casual restaurants?
Answer: Casual atmosphere and moderate pricing
7: What is the most common type of self-service restaurant?
Answer: Cafeteria
8: What is the main characteristic of self-service restaurants?
Answer: Self-service and fast food options
9: What type of restaurant is a mix of fast food and casual dining?
Answer: Fast-casual
10: What is the main characteristic of casual dining?
Answer: Casual atmosphere and moderate pricing
11: What is a Quick Service Restaurant (QSR) commonly known in the restaurant industry?
Answer: Fast food restaurant
12: What is the typical price point for meals at Quick Service Restaurants (QSRs)?
Answer: Around $5 per meal
13: Which type of restaurant typically has plastic cups and paper napkins?
Answer: Limited-service restaurants
14: What is the trend in the restaurant industry regarding menu options?
Answer: More healthful options with fresh ingredients
15: Which type of restaurant requires guests to order through a server?
Answer: Full-service restaurants
16: What are some key features of Quick Service Restaurants (QSRs) that appeal to business prospects?
Answer: Drive-through windows and computer kiosks for efficient service
17: What type of restaurant allows guests to order from a limited menu through a cashier?
Answer: Limited-service restaurants
18: What is an example of non-traditional service options in the restaurant industry?
Answer: Delivery options
19: What is a key factor for Mark to consider when opening a restaurant?
Answer: The level of services he wants to provide
20: Which type of restaurant offers to-go service?
Answer: Full-service restaurants
21: What is a self-service restaurant?
Answer: A restaurant where customers serve themselves and pay for what they select
22: Which of the following is typically found in the menu of a self-service restaurant?
Answer: Hot and cold items with various prices
23: In a self-service restaurant, what might staff plate for the guests?
Answer: Specific meals or meats
24: What type of equipment is essential for displaying cold food items in a self-service restaurant?
Answer: Coolers
25: What is an important aspect of dining etiquette?
Answer: Keeping drinks refilled and checking in frequently
26: What is the purpose of a self-service restaurant?
Answer: To provide a wide range of choices with various prices
27: What is the purpose of heated buffet lines in a self-service restaurant?
Answer: Keeping the back-up hot buffet food hot
28: Why is menu knowledge training important for restaurants staff?
Answer: To provide quality customer service
29: How do customers receive their drinks in limited-service restaurants?
Answer: They serve themselves
30: What is an essential quality for staff in providing restaurant customer service?
Answer: Friendliness
Chapter 7 Menu Planning
1: What are the important factors consider in menu planning?
Answer: Type of institution, costs, food availability, and transportation
2: Which type of menu offers individual food items at separate prices?
Answer: A la carte
3: What is the purpose of writing down dates and ideas in menu planning?
Answer: To create a visual reference for the week’s menu
4: How can menu planning be influenced by the time frame available?
Answer: By deciding whether to use a slow cooker or prepare meals ahead of time
5: What is an important consideration when it comes to budget in menu planning?
Answer: The amount of money available for grocery shopping
6: What is the purpose of collecting and saving recipes in menu planning?
Answer: To have a variety of options for future meal planning
7: What is the final step in menu planning?
Answer: Finalizing the menu calendar
8: What is the role of a menu in the food industry?
Answer: All of the above (To serve as a tour guide for the establishment, To provide information about the prices of food and beverages, To showcase the types of foods and beverages served)
9: Which type of menu offers a fixed price for a complete meal?
Answer: Table d’hôtel
10: What is the purpose of menu planning?
Answer: To ensure a successful and enjoyable dining experience
11: What are the important factors to consider in menu planning?
Answer: Type of institution costs, food availability, and transportation
12: Which type of menu is often used to promote daily specials not on the printed menu?
Answer: Menu boards
13: How many choices per category should a menu have to avoid overwhelming customers?
Answer: 7
14: How should means be organized?
Answer: Into categories
15: What is the “paradox of choice” in menu planning?
Answer: The more choices we have, the harder it is to decide.
16: What is the recommended number of items in a category on a menu?
Answer: 7
17: What is the purpose of a well-designed menu?
Answer: To help customers make decisions and increase profitability
18: What does menu planning involve besides selecting menu foods?
Answer: Considering the kind and quality of meals
19: What should be considered when planning meals?
Answer: The time frame available to make the meals
20: What is the benefit of menu planning in terms of grocery shopping?
Answer: It helps in picking up only what is needed, reducing waste
21: How can menus impact the marketing of food and beverage establishments?
Answer: By influencing the shift toward health-conscious trends
22: What is a significant factor that menus impact in the operations of a food establishment?
Answer: The determination of establishment hours
23: How many choices per category should be included in a menu?
Answer: No more than seven
24: How should menus be organized?
Answer: Into categories
25: What role does a standard recipe play in determining the nutritional content of a meal?
Answer: It provides detailed information on nutritional values
26: What is the purpose of a standard recipe in a restaurant?
Answer: To satisfy customer expectations and maintain efficiency
27: How does a standard recipe contribute to cost control in a restaurant?
Answer: By helping take inventory and reduce waste
28: Why is it important for a standard recipe to include detailed instructions for preparation?
Answer: To maintain consistency in the resulting product
29: How does a standard recipe facilitate scalability in a restaurant?
Answer: By allowing easy adjustments for different portion sizes
30: Why is it important to consider the type of institution when menu planning?
Answer: It helps cater the menu to the specific crowd
Chapter 8 Food Preparation
1: What does it mean to clarify a liquid in cooking?
Answer: To simmer a liquid until it goes from cloudy to clear
2: What does it mean to dredge food in cooking?
Answer: To add a light coating to a piece of food
3: What does it mean to fold ingredients in cooking?
Answer: To add ingredients to a heavier mixture, turning the combination lightly
4: What does it mean to flute a pie crust in cooking?
Answer: To create a decorative pattern in a pie crust prior to banking
5: What does it mean to sauté food in cooking?
Answer: To cook food quickly in a small bit of oil
6: What does it mean to scald a liquid in cooking?
Answer: To heat a liquid just barely to boiling
7: What does it mean to simmer food in cooking?
Answer: To cook food using gentle heat so that the water is barely bubbling
8: What does it mean to steep something in cooking?
Answer: To allow something to soak in an almost boiling liquid
9: What does it mean to temper in cooking?
Answer: To raise the temperature of a cold liquid by adding small portions of hot liquid
10: What does it mean to truss poultry in cooking?
Answer: To bind, particularly as it refers to poultry, with string
11: What does it mean to flambé a disk?
Answer: To add alcohol to the dish and set it on fire
12: How is pie crust typically fluted?
Answer: By creating a decorative pattern on the crust
13: How is food typically julienned?
Answer: By cutting it into thin stick-like pieces
14: What is the purpose of sifting ingredients in baking?
Answer: To add air and create a lighter texture in the final product
15: What is the importance of marinating food?
Answer: To tenderize the meat
16: What does whisking do to ingredients?
Answer: It incorporates air and creates a lighter texture
17: What is the purpose of blanching vegetables?
Answer: To preserve the nutrients and stop the cooking process
18: What is the purpose of blanching almonds?
Answer: To remove the skins from the almonds
19: What is the purpose of parboiling potatoes?
Answer: To soften the potatoes before further cooking
20: What is the purpose of blanching tomatoes?
Answer: To remove the skins from the tomatoes
21: What is the purpose of marinating tofu?
Answer: To add flavor to the tofu
22: What is the purpose of basting a turkey while roasting?
Answer: To prevent the turkey form drying out
23: How is deglazing used in cooking?
Answer: To remove bits of food from a pan after cooking
24: What does it mean to julienne food?
Answer: To prepare food by cutting into thin stick-like pieces
25: What does it mean to season ingredients appropriately in cooking?
Answer: To add spices and herbs to enhance the flavor
26: How are strong knife skills beneficial in food preparation?
Answer: To prepare food while keeping hands safe
27: Why is paying attention to food safety important in food preparation?
Answer: To ensure food is handled carefully
28: What is the purpose of preparing cooking surfaces in food preparation?
Answer: To ensure food is cooked evenly and safely
29: Why is understanding cook times and temperatures important in food preparation?
Answer: To ensure food is cooked to the desired doneness
30: How does cooking contribute to cultural traditions and heritage?
Answer: By adding accompaniments or embellishments to food
Chapter 9 Food Storage and Emergency Preparation
1: What are some common food items that can be stored for long-term storage?
Answer: Cereals, dried fruit, and crackers
2: How can high levels of oxygen be eliminated for long-term food storage?
Answer: All of the above (Vacuum sealers, Large containers, Canning)
3: What is the purpose of vacuum sealers in food storage?
Answer: To eliminate oxygen from food
4: What is canning?
Answer: Preserving food in jars
5: What are some factors that can jeopardize long-term food storage?
Answer: All of the above (Oxygen and moisture, Temperature and light, Infestation and humidity)
6: What temperature range is ideal for long-term food storage?
Answer: 40-50 degrees Fahrenheit
7: How does direct light affect the quality of stored food?
Answer: It lowers the quality of the food’s taste and appearance
8: Which of the following food items is not suitable for long-term storage?
Answer: Milk
9: What is the purpose of using large containers for food storage?
Answer: To store a large quantity of food
10: What can moisture do to stored food?
Answer: Allow organisms to grow and deteriorate the food
11: Which of the following is considered a perishable food?
Answer: Meats
12: What are some factors to consider for safe food storage?
Answer: Oxygen, moisture, temperature, light, and infestation
13: Which of the following is not a method for preparing food for long-term storage?
Answer: Baking
14: What factors should be considered for proper storage of non-perishable foods?
Answer: Moisture, temperature, and light
15: What should be avoided to prevent bacteria growth in stored food?
Answer: Warm and stagnant air
16: How can the shelf life of non-perishable items change once they are opened?
Answer: It decreases significantly
17: What is the purpose of vacuum sealers?
Answer: To remove air from food
18: What should be considered when using large containers for food storage?
Answer: The weight of the containers
19: What can increase the deterioration of food in terms of taste and color?
Answer: Light
20: How can high levels of oxygen be eliminated from stored food?
Answer: All of the above (Vacuum sealers, Containers, Canning)
21: What type of containers can be used for long-term food storage?
Answer: Five-gallon buckets
22: Which of the following can be stored in cans?
Answer: Meats and poultry
23: What are non-perishable foods?
Answer: Foods that can be stored for a long time without spoiling
24: What are some common non-perishable items?
Answer: Packaged crackers and potato chips
25: What are the recommended storage conditions for non-perishable foods?
Answer: Dry, cool, dark, and well-ventilated spaces
26: Which of the following is not a non-perishable food item?
Answer: Fresh fruits
27: What is the maximum shelf life of non-perishable foods?
Answer: A year or more
28: What is the purpose of storing food in dry spaces?
Answer: To prevent infestation
29: Which of the following is a common non-perishable grain?
Answer: Packaged pasta
30: What is the purpose of storing food in well-ventilated spaces?
Answer: To prevent moisture buildup
Chapter 10 Inventory Control
1: What is the purpose of a yield test?
Answer: To determine the amount of raw materials needed for a final product
2: What is one benefit of implementing an automated computer system for inventory management?
Answer: Increase accuracy in tracking product quantities
3: Which kind of yield test helps determine the percentage of usable parts in relation to the weight of the whole chicken?
Answer: Butchers test
4: How does the cooking loss test help Jennifer determine how much fruit to purchase for her homemade jams and jellies?
Answer: It determines the weight of the cooked fruit in relation to the initial weight
5: What is the purpose of a pomegranate juice yield test?
Answer: To estimate how much juice can be produced from a certain number of pomegranates
6: What is the main advantage of yield testing in food production?
Answer: Increased accuracy in determining raw material quantities
7: Which kind of yield test helps a deli determine the cost of chicken soup per cup?
Answer: Butchers test
8: How does an automated computer system save time and cost in inventory management?
Answer: By accurately tracking product quantities without manual counting
9: What is the purpose of the butcher’s test?
Answer: To determine the percentage of usable parts in relation to the weight of the whole chicken
10: How does yield testing help in planning food production?
Answer: By providing an accurate estimate of raw materials needed for a final product
11: What is the cooking loss test used for?
Answer: Determining the amount of fruit needed for a recipe
12: How is the cooking loss test conducted?
Answer: All of the above (Weighing the fruit before and after cooking, separating usable and unusable parts of the fruit, Determining the percentage of final weight to initial weight)
13: What does the butcher’s test help determine?
Answer: The percentage of usable parts in a whole chicken
14: What is the purpose of yield testing in making pomegranate juice?
Answer: To provide an estimate of juice yield from pomegranates
15: What is the purpose of the yield test in making homemade jams and jellies?
Answer: To estimate the weight of usable fruit parts
16: What is yield in the context of food preparation?
Answer: The amount of food material available for consumption after processing
17: What is a yield test used for?
Answer: To determine the weight of raw materials needed for a final product
18: What are raw materials in the context of inventory control?
Answer: Items used at the beginning of the production process
19: What is the goal of determining stock levels in inventory control?
Answer: To keep enough inventory to prevent production line downtime
20: What is economic order quantity used for?
Answer: To determine the optimal level of inventory to order
21: What does the economic order quantity formula consider?
Answer: Ordering costs and carrying costs
22: How often are vegetables ordered in Mr. Wuff’s dog food business?
Answer: Weekly
23: What are carrying costs in inventory control?
Answer: Costs of storing and holding inventory
24: What is the order size that will optimize Mr. Wuff’s costs for vegetables?
Answer: 1000 pounds per week
25: What is the purpose of determining a minimum and maximum level of inventory?
Answer: To ensure the production line is not idle
26: What are raw materials in the context of inventory control?
Answer: Items used at the beginning of the production process
27: What is the goal of determining stock levels in inventory control?
Answer: To keep enough inventory to prevent production line downtime
28: What is economic order quantity used for?
Answer: To determine the optimal level of inventory to order
29: How often are vegetables ordered in Mr. Wuff’s dog food business?
Answer: Weekly
30: What is the order size that will optimize Mr. Wuff’s costs for vegetables?
Answer: 100 pounds per week
Chapter 11 Marketing in Hospitality
1: What is one way to utilize social media for restaurant marketing?
Answer: Both a and b (Post about your meals and dining experiences, Share your marketing messages from other channels)
2: How can QR codes be incorporated into restaurant marketing?
Answer: All of the above (On table, On menus, On receipts)
3: What is one benefit of using contests and incentives in restaurant marketing?
Answer: All of the above (Engaging with customers, Generating excitement and buzz, Increasing customer interaction)
4: What is one idea for restaurant marketing using blogs?
Answer: All of the above (Creating a blog for foodies, Posting pictures, recipes, and behind-the-scenes kitchen creations, Inviting guest bloggers to write)
5: Which traditional channels are still valuable for restaurant marketing?
Answer: Television
6: What are some of the new digital options for restaurant marketing?
Answer: All of the above (Websites, Email content, Mobile marketing)
7: How can social media be used to share restaurant marketing messages?
Answer: All of the above (Sharing happy hour details, Posting photos of new dishes, Promoting special events or promotions)
8: What can QR codes redirect customers to when scanned?
Answer: All of the above (Customer survey, Special coupon, Extended information about the restaurant)
9: How can contests be made interactive for diners?
Answer: Both a and b (Encouraging diners to post their favorite menu item on social media, Tagging the restaurant or using a dedicated hashtag)
10: What is one benefit of utilizing a variety of marketing options for a restaurant?
Answer: All of the above (Generating excitement and buzz, Appealing to a hungry audience, Filling tables with more diners)
11: What is one way a pizza delivery company can use emojis to communicate with their audience?
Answer: Use emojis to order pizza quickly
12: How can a restaurant reach people who can’t break away from the office for lunch?
Answer: Offer online delivery
13: What is one way a restaurant can create a full experience for its customers?
Answer: Create an artistic or musical entertainment experience
14: What can QR codes be used for in a restaurant?
Answer: Creating extra touch points or engagements with customers
15: What is one benefit of a digital loyalty program for a restaurant?
Answer: It allows opportunities to learn more about diners
16: How can a restaurant encourage customers to create reviews?
Answer: By providing tablets in the restaurants
17: How can a restaurant utilize mobile marketing?
Answer: By creating contests and text clubs
18: What is one example of a mobile offering a restaurant can provide?
Answer: A website
19: What is one modern digital tool a restaurant can utilize for marketing?
Answer: Websites, blogs, and email account
20: What is the benefit of using mobile-responsive emails?
Answer: They can be opened and viewed on any device
21: How often should you send emails to your subscribers?
Answer: Weekly, every other week, or monthly
22: How can you use text and multimedia messaging to communicate with customers?
Answer: All of the above (By sending coupons or special offers, By highlighting special restaurant events, By sending surveys after a dining experience)
23: What is search engine marketing?
Answer: All of the above (Designing and specifying ads for your business, Paying for each click on your ads, Redirecting users to your mobile-ready website)
24: What are Quick Response codes (QR codes)?
Answer: All of the above (Scannable pictures that can be added to menus or business cards, Codes that redirect users to a web link your choice, Abbreviated as QR codes)
25: How can emojis be used in messaging?
Answer: All of the above (To communicate with the audience using picture images, To order food quickly, To add a fun and modern touch to messages)
26: What is one way to offer online delivery?
Answer: Partnering with delivery companies
27: How can customers join a text club?
Answer: By sending a keyboard to a designated short code
28: What can be included in a mobile-responsive email?
Answer: All of the above (Coupons and special offers, Highlighted restaurant events, Surveys after a dining experience)
29: What is the purpose of using search engine marketing?
Answer: All of the above (To increase visibility for your business in search results, To drive traffic to your mobile-ready website, To attract mobile users to your restaurant)
30: What is the benefit of offering online delivery?
Answer: All of the above (It allows people who can’t visit the restaurant to still enjoy the food, It increase the restaurant’s customer base, It provides convenience for customers)
Chapter 12 Financial Management in Hospitality
1: What is the total cost of the dishwasher startup items?
Answer: $12,00
2: How many display cases are included in the startup items?
Answer: 3
3: What is the cost per item for the giant mixer?
Answer: $12,00
4: How many plates are included in the startup items?
Answer: 100
5: How much does it cost to rent the commercial space?
Answer: $700
6: How many pounds of flour are included in the food costs?
Answer: 50
7: What is the cost per pound for cheese in the food costs?
Answer: $5
8: How many dozens of eggs are included in the food costs?
Answer: 10
9: How much does it cost for the food safety license?
Answer: $100
10: What is the net operating income?
Answer: Gross profit minus operating expenses
11: What is the cost per item for the baking utensils?
Answer: $100
12: What is the cost per pound for cheese in the food costs?
Answer: $5
13: How many pounds of fruits are included in the food costs?
Answer: 50
14: How many ovens are included in the startup items?
Answer: 4
15: What is the cost per item for the to go boxes startup item?
Answer: $0.25
16: What is the cost per item for the sugar in the food costs?
Answer: $60
17: What is the cost per item for the baking soda in the food costs?
Answer: $1
18: What is the cost per pound for the fruits in the food costs?
Answer: $2
19: What licenses does Sarah need for her bakery?
Answer: Business license, food safety license, building license
20: What is the total cost of the food sales in the income statement?
Answer: $161,000
21: How many baking utensils are needed for the startup?
Answer: 1
22: What is the cost per plate?
Answer: $2
23: How many to-go boxes are needed for the startup?
Answer: 500
24: What is the cost of rent for the bakery?
Answer: $700
25: What is the cost per pound of sugar?
Answer: $60
26: What is the cost of 5 pounds of baking soda?
Answer: $3
27: How many pounds of cheese are needed for the startup?
Answer: 20
28: What is the total cost of licensing fees?
Answer: $47,7000
29: What are the prime costs for dinners, appetizers, and desserts?
Answer: $24,000
30: What is the cost of wine beverages?
Answer: $2,000
Chapter 13 Leadership and Management in the Hospitality Industry
1: What is the purpose of Manager Mike’s emergency meeting?
Answer: To share unfortunate news
2: What industry does Manager Mike work in?
Answer: Retail
3: What is the name of the organization that Manager Mike works for?
Answer: Bull’s-Eye Mart
4: What is Ellen’s role at Star Resort and Casino?
Answer: General Manager
5: What qualities does Ellen possess that make her a good leader?
Answer: All of the above (Organized, efficient, strategic, Excellent at working in fast-paced environments)
6: How many types of leaders are typically found in most organizations?
Answer: Three
7: Who is in charge of hotel operations?
Answer: Hotel Manager
8: What is the main responsibility of a manager?
Answer: Overseeing supervisors and operations
9: What industry does Ellen work in?
Answer: Hospitality
10: What is the purpose of the contests and catered meals mentioned by Manager Mike?
Answer: All of the above (To reward employees for their hard work, To encourage employees to work during the holidays, To increase employee morale)
11: What does Manager Mike promise to do for his employees once the holidays are over?
Answer: Award their vacation requests
12: What is the main focus of Ellen’s leadership approach?
Answer: Developing her team’s skill sets
13: What is the purpose of the emergency meeting called by Manager Mike?
Answer: To share unfortunate news
14: What qualities does Ellen possess that make her a good leader?
Answer: Both a and b (Organized and efficient, Strategic and excellent in fast-paced environments)
15: How many types of leaders are typically found in the hospitality industry?
Answer: Three
16: In which industry might you find a tour manager?
Answer: Tourism
17: What is the main reason for Manager Mike’s employees sadness?
Answer: Vacation requests being denied
18: How does Manager Mike plan to compensate his employees for working during the holidays?
Answer: All of the above (Holding contests and providing special prizes, Catering meals each day, Awarding vacation requests after the holidays)
19: What is the primary focus of Ellen’s leadership approach?
Answer: Developing her team’s skill sets
20: What is the main responsibility of a restaurant manager?
Answer: Oversee supervisors and operations in the restaurant
21: What type of leaders can be found in industries other than hospitality?
Answer: Tour managers, operations managers, sales managers, marketing managers, and more
22: What is the purpose blending different types of management approaches?
Answer: To create a complete team
23: How does Ellen believe her team will be more likely to succeed?
Answer: By expanding their skill sets
24: What is the main reason Manager Mike’s employees are sad?
Answer: They won’t be able to spend time with their families
25: What is the reason for the increase in business during the holiday season at Bull’s-Eye Mart?
Answer: The refusal to honor vacation requests
26: How many employees does Manager Mike manage at Bull’s-Eye Mart?
Answer: Six
27: What is the main topic of the email Manager Mike received from his boss?
Answer: The refusal to honor vacation requests
28: What does Manager Mike vow to do for his employees during the holidays
Answer: All of the above (Be right by their side, Provide emotional support, Understand and genuinely care about their burden)
29: What does Ellen believe is necessary for her team to succeed?
Answer: All of the above (Developing their skills sets, Expanding their knowledge, Working in a fast-paced environment
30: What type of environment does Ellen excel at working in?
Answer: Chaotic
Chapter 14 Communication and Decision making in the Hospitality Industry
1: What are the three components of the communication process?
Answer: Sender, channel, and receiver
2: What does the sender do in the communication process?
Answer: Develops an idea into a message
3: What is semantic noise?
Answer: When there is a hard time understanding the words, language, or grammatical structure of a message
4: What is an example of a language barrier in communication?
Answer: When U.S. managers visited their London headquarters and got lost
5: What did Mary do to try and catch the evildoer who stole her money?
Answer: Climbed to the roof of her house and turned on her personalized tentacle signal
6: What did Mary encode in her message?
Answer: The information related to the incident and the evildoer who stole her money
7: What is the purpose of the tentacle signal in Mary’s story?
Answer: To alert others for help
8: What is the CEO happy about in the company?
Answer: The development of quick fixes to solve communication issues
9: How did Paint your face cosmetics address potential language issues?
Answer: By giving international visitors a word dictionary
10: What does the receiver do in the communication process?
Answer: Interprets and assigns meaning to the message
11: What is the role of the channel in the communication process?
Answer: Transmitting the message
12: What can cause issues when communicating or giving directions in an organization?
Answer: Subtle word differences
13: What did Mary collect from her lemonade stand?
Answer: $20,00
14: What is one important aspect of delivering good customer service?
Answer: Providing proper training to staff
15: Why is it important for staff in restaurants to be trained on the menu?
Answer: To be able to explain menu items to customers
16: What should you do after listening to a customer’s concern?
Answer: Confirm that you understand the desired outcome
17: How can you manage a customer’s issue?
Answer: By asking clarifying questions
18: What should you do if a customer doesn’t like an option you present?
Answer: Use conflict resolution techniques
19: How can you dissolve a conflict with a customer?
Answer: By listening to and empathizing with the customer
20: What is an important skill in negotiating with a customer?
Answer: Understanding available options
21: What should you do if a customer wants to exchange a product for the same brand and model?
Answer: Offer a different brand and model with additional features
22: What is an important aspect of negotiation?
Answer: Knowing what your store or company is willing to offer
23: What should you do if a customer only wants the specific brand and model they bought?
Answer: Recognize that negotiation will be necessary
24: What can resolve customer complaints and conflicts create?
Answer: A better experience for you and the customer
25: What is the final step in the decision-making process?
Answer: Reviewing and assessing the decision
26: Which step involves developing a list of alternative choices?
Answer: Selecting between alternatives
27: What is the next step after selecting the decision?
Answer: Implementing the decision
28: Which step involves assessing the costs and benefits of the decision?
Answer: Reviewing and assessing the decision
29: Which step involves selecting between alternatives?
Answer: Selecting between alternatives
30: Which step involves negotiating lease terms?
Answer: Implementing the decision
Chapter 15 Improving Services in the Hospitality Industry
1: What is customer satisfaction?
Answer: Exceeding customer expectations
2: What are some aspects of good customer service?
Answer: Putting customers first
3: How can good customer service ensure guest satisfaction?
Answer: By fulfilling promises
4: What areas are typically addressed in customer satisfaction surveys?
Answer: All of the above (Quality of the product, Quality of the service provided, Atmosphere of the location)
5: What is the purpose of customer service survey cards?
Answer: To gather feedback from customers
6: What is the first step to recovering from a bad service experience?
Answer: Responding quickly to the customer
7: Why is it important to respond quickly to bad service experiences?
Answer: To eliminate bad reviews and feedback
8: What can respond quickly to a customer’s complaint help to prevent?
Answer: Publicly available negative feedback
9: What did Sally book for her family’s stay at the hotel?
Answer: A room with two beds
10: What was the problem Sally encountered when she opened the door to her room?
Answer: The room had only one bed
11: How did Sally react when she discovered the problem with her room?
Answer: She called the front desk
12: What could have changed Sally’s opinion about the hotel?
Answer: Fixing the problem with the room immediately
13: Why is it important to clarify expectations with clients?
Answer: To ensure they have realistic expectations
14: What can happen if a client’s expectations are not met?
Answer: The party will be ruined
15: What is a key factor in setting and exceeding customer expectations?
Answer: Being conservative in what you promise
16: What did the general manager do to add variety to the hotel’s menu?
Answer: Created a weekly ‘Breakfasts of the World’ option
17: How does John assess the staff’s reaction to different situations?
Answer: By observing their interactions with customers
18: Why are effective teams important in the hospitality industry?
Answer: To ensure tasks are completed in a fast-paced environment
19: What is the role of the work team in I-Catering?
Answer: Resolving issues with new venues
20: Who is responsible for completing tasks in the hospitality industry?
Answer: The action team
21: What is one of the important changes in the hospitality industry mentioned in the context?
Answer: The introduction of new technology
22: What is the purpose of the group coaching session in John’s summer season?
Answer: To learn the tricks of the trade
23: What type of coaching does John provide during the group coaching session?
Answer: Mock coaching with examples of protentional situations
24: How does I-Catering ensure everything gets down in a fast-paced environment?
Answer: By creating effective teams
25: What is the purpose of the action team in the hospitality industry?
Answer: To resolve issues that may arise
26: What is one task that the action team is responsible for?
Answer: Ordering supplies for the kitchen
27: How does the general manager satisfy the wants of the hotel’s guests?
Answer: By creating a variety of food options
28: What does I-Catering do if they discover an issue with a new venue?
Answer: Task the work team with solving the issue
29: How does the general manager use customer feedback to improve the menu?
Answer: By introducing a ‘Breakfasts of the World’ option
30: How does John assess the staff’s reaction to different scenarios?
Answer: By observing their interactions with customers
Chapter 16 Planning and Organizing in the Hospitality Industry
1: Which level of management is responsible for operational planning?
Answer: Frontline managers
2: What is an example of an operational planning activity for a frontline manager at a pizzeria?
Answer: Creating a monthly budget
3: Which type of plan is necessary to attain tactical plans?
Answer: Operational plans
4: What type of planning leads to the achievement of strategic plans?
Answer: Tactical planning
5: What is the purpose of setting stretch goals for team members?
Answer: To challenge them to be innovative
6: How can a manager align rewards for team members?
Answer: Based on their preferences
7: What should a manager do to ensure team members understand what is expected of them during the goal-setting process?
Answer: Communicate openly
8: What is the purpose of contingency planning?
Answer: To develop alternative courses of action
9: Who is responsible for operational planning in an organization?
Answer: Frontline managers
10: What is an example of an operational planning activity?
Answer: Ordering and stocking inventory
11: What type of planning addresses only the current period or a specific problem?
Answer: Operational planning
12: Which type of planning carries forward to future periods and is changed as necessary?
Answer: Tactical planning
13: Which type of planning is an alternative course of action that can be implemented if the original plan fails?
Answer: Contingency planning
14: What is the purpose of stretch goals in the goal-setting process?
Answer: To challenge team members to be innovative
15: How can a manager gather potential solutions to a problem from team members?
Answer: Ask team members to share past experiences
16: What is the main goal of a single-use plan?
Answer: To address current problems only
17: What is the purpose of an efficiency study in improving plant workflow?
Answer: To identify areas for improvement
18: What is one resource required to improve plant workflow?
Answer: All of the above (Efficiency study, Machine relocation costs, Training costs)
19: Which options is a single-use strategy to cut costs by ten percent?
Answer: Reduce inventory levels
20: What is an ongoing strategy to avoid layoffs?
Answer: All of the above (Do not replace workers who quit or retire, Retrain workers for other positions, Increase or maintain sales and production levels)
21: What is a resource required to increase production by three percent?
Answer: All of the above (Efficiency study, Machine relocation costs, Training costs)
22: Which option is a single-use strategy to increase production by three percent?
Answer: Improve plant workflow
23: What type of planning provides a roadmap for implementing change goals?
Answer: Strategic planning
24: How many major types of planning are there?
Answer: Three
25: What should be delegated in the change plan?
Answer: All of the above (Responsibilities, Specific events and milestones, Action plan)
26: What should be done after the change plan is written?
Answer: All of the above (Communicated, Implemented, Evaluated)
27: What should be done to probe team members for potential solutions to a problem?
Answer: All of the above (Share post experiences of successful teams, Find out skills knowledge areas team members want to develop, Find out what motivates team members)
28: What are stretch goals meant to do?
Answer: Challenge team members to be innovative
29: How should rewards be aligned based on team member preferences?
Answer: Based on motivation factors
30: What should be done when assigning tasks to team members?
Answer: Form partnerships within the team
Chapter 17 Control and Systems and Issues in the hospitality industry
1: What is the purpose of including employees in setting goals?
Answer: To ensure employee buy-in
2: How are class A items in Rebecca’s inventory system monitored and controlled?
Answer: Continuously
3: What factors are included in the customer satisfaction survey?
Answer: All of the above (Timeliness of repairs, Quality of work, Price)
4: How does Sam measure the number of repairs done by each mechanic?
Answer: By reviewing daily and weekly receipts
5: How does Sam determine whether there are positive changes in customer satisfaction?
Answer: By comparing survey percentages with the previous year
6: How much revenue does each mechanic need to bring in weekly to reach the goal of increasing revenue by $100,000?
Answer: $280.00
7: How often does Sam conduct employee appraisals?
Answer: Every six months to a year
8: What is the purpose of the repair quota system introduced by Sam?
Answer: To measure mechanic performance
9: How often are class B items counted in Rebecca’s inventory system?
Answer: Weekly
10: What is the desired goal of increasing revenue set by Sam?
Answer: $100.000
11: How does Sam document the percentages from customer satisfaction surveys?
Answer: In a spreadsheet
12: How does Sam compare mechanic performance to the set standard?
Answer: By reviewing daily and weekly receipts
13: What type of inventory system does Rebecca impose on class B and C items?
Answer: Periodic
14: What is the purpose of reviewing the daily and weekly receipts?
Answer: To measure mechanic performance
15: What are the primary job duties of a night auditor?
Answer: All of the above (Ensuring accuracy of hotel accounting records, handling guest accounts and generating reports, Performing from desk clerk duties)
16: What qualification are required to be a night auditor?
Answer: All of the above (Fluent in English, High school education, Experience as a hotel clerk or in handling money and accounting information)
17: What is the main function of an income statement?
Answer: To answer the question, “How’d we do last quarter?”
18: What is the formula for calculating shareholders’ equity in a balance sheet?
Answer: Assets – Liabilities = Shareholders’ Equity
19: What does the balance sheet answer?
Answer: What are our finances like at this exact minute?
20: What does liabilities refer to in a balance sheet?
Answer: Debts owed by the organization
21: What is the purpose of financial statements?
Answer: All of the above (To manage an organization’s finances, to record and analyze financial information, to provide a formal record of financial activities)
22: What is the accounting cycle?
Answer: The set of rules used to record and analyze financial information
23: What additional duties can a night auditor expect to perform in a smaller hotel?
Answer: Handling financial transactions and records
24: What does liabilities in a balance sheet include?
Answer: All of the above (Short-term debts, Long-term debts, Money owed to a vendor)
25: What are financial ratios used for?
Answer: To paint a clear picture of the information in financial statements
26: Which financial statement helps answer the question, “What are our finances like at this exact minute?”
Answer: Balance sheet
27: What is the purpose of generating performance reports as a night auditor?
Answer: To provide feedback on promotions and special offers
28: In a continuous inventory system, when is an item recorded?
Answer: When inventory reaches a certain threshold
29: Which inventory classification system divides items into categories based on their relative value?
Answer: ABC classification system
30: What is a characteristic of a periodic inventory system?
Answer: Inventory counts conducted at set time intervals
Chapter 18 Hotel classification and Operations
1: What is the classification of hotels based on the number of rooms?
Answer: More than 700 rooms
2: Which type of hotel primarily targets business travelers?
Answer: Business Hotels
3: What type of hotel focuses on meeting and conferences?
Answer: Conference and Convention Centers
4: Which type of hotel provides upscale restaurants and private dining facilities?
Answer: World class service hotels
5: Which type of hotel targets top business executives and wealthy clientele?
Answer: World class service hotels
6: What type of hotel primarily caters to airline passengers with overnight travel layovers?
Answer: Airport Hotels
7: Which type of hotel offers facilities like golf, swimming pools, and spas?
Answer: Conference and Convention Centers
8: What type of hotel is known for its gambling facilities?
Answer: Casino Hotels
9: Which type of hotel offers accommodations for a specific period of ownership?
Answer: Timeshare/Vacation Rentals
10: What type of hotel is known as “Home Stay” and has the owner residing on the premises?
Answer: Bed and Breakfast
11: How are hotels typically classified based on their star ratings?
Answer: By independent travel industry firms and past guests
12: What factor distinguishes type of hotels based on their size?
Answer: The number of rooms they have
13: What distinguishes convenience hotels from destination hotels in term of location?
Answer: Convenience hotels are easier to access, while destination hotels may be more remote.
14: What are the main markets (guests) that hotels target?
Answer: Corporate, government, extended stay, and transient
15: How does the level of service typically relate to the star rating of a hotel?
Answer: Higher start-rated hotels offer more services.
16: What level of service do luxury of five-star hotels typically provide?
Answer: World-class service
17: What ownership type do hotels belong to if they are part of a hotel chain and must adhere to certain standards and procedures?
Answer: Chain hotels
18: What is a common form of classification for hotels?
Answer: Star ratings
19: What are a characteristics of luxury / Five Star hotels?
Answer: Upscale restaurants and lounges
20: What is the primary advantage of purchasing a franchise?
Answer: Proven track record of success and established business processes
21: What is a common disadvantage faced by franchisees?
Answer: Limited control over business operations and decision-making
22: What is the typical range of royalty fees a franchisee might have to pay to the franchisor?
Answer: 2% to 4% of gross sales
23: What is a potential challenge of franchising in terms of diversity?
Answer: Disproportionate representation of women and minorities as franchisors and franchisees
24: What unique challenges may franchise face when expanding globally?
Answer: Cultural barriers and foreign legal systems
25: What is the primary consequence of poorly managed properties, as stated in the lesson?
Answer: Additional expenses and loss of income
26: What is the primary responsibility of property management?
Answer: Maintaining and overseeing day-to-day operations of the property
27: What is typically included in the duties of a property manager?
Answer: All of the above (Negotiating lease agreements and collecting rent, Screening and selecting tenants, Selecting and supervising contractors for property maintenance)
28: How is a property manager typically compensated?
Answer: Percentage of gross collected rent
29: Why is it crucial for property owners to hire skilled property managers?
Answer: To minimize expenses and legal risks associated with mismanagement
30: What is a characteristic of a luxury/Five Star hotel?
Answer: Valet and concierge services
Chapter 19 Alcohol as a Revenue Generator
1: What is a consideration when storing alcohol in a restaurant?
Answer: All of the above (The number of beer brands to stock, The type of glassware to use, The number of wine bottles to keep in stock)
2: What are microbrews?
Answer: Locally made craft beers
3: What is pairing in the context of alcohol and food?
Answer: Matching drinks with menu items
4: Why is pricing alcohol appropriately important?
Answer: All of the above (To encourage sales, To comply with local laws, To maintain the ability to sell alcohol)
5: What can alcohol sales do for a restaurant?
Answer: All of the above (Attract customers, increase customer spending, Command a high-profit margin)
6: What is draft beer?
Answer: Beer served from kegs
7: What is the purpose of appropriate glassware for higher quality drinks?
Answer: To enhance the drinking experience
8: What are some factors to consider when stocking alcohol in a restaurant?
Answer: All of the above (Space limitations, Customer preferences, Local wine varieties)
9: What are some characteristics of craft beers?
Answer: All of the above (Small-batch production, Only sold locally or regionally, Higher quality)
10: What is the purpose of pairing drinks with menu items?
Answer: All of the above (To encourage customers to order drinks, To promote customer enjoyment, To increase food sales)
11: What can alcohol sales help to do in a restaurant?
Answer: All of the above (Increase revenue, Attract customers, Create a choice of pairing)
12: What are some considerations for pricing alcohol in a restaurant?
Answer: All of the above (Local alcohol regulation laws, Customer preferences, Profit margin)
13: What is the purpose of complying with local alcohol regulation laws?
Answer: To avoid jeopardizing the alcohol license
14: What is the difference between cheap, mass-produced beer and craft beer?
Answer: All of the above (Price, Production method, Availability)
15: What is the role of customer preferences in stocking alcohol in a restaurant?
Answer: All of the above (Some customers prefer cheap, mass-produced beer, Some customers prefer locally made craft beers, Some customers prefer wines from specific regions)
16: What is one way to prevent liquor-related incidents in your restaurants?
Answer: Train your staff properly
17: When should you card a customer?
Answer: Only if they appear to be under 35 years old
18: What should you do if a customer enters your restaurant already intoxicated?
Answer: Monitor their alcohol consumption and cut them off it necessary
19: How can measuring devices on bottles help prevent over-consumption?
Answer: They ensure accurate measurements for each drink
20: What can you do to encourage designated drivers?
Answer: Suggest public transit options or designated drivers to customers
21: Why is it important to know the laws governing alcohol sales in your state?
Answer: So, you can stay up to date on any rules and regulations that apply
22: What are some potential liabilities of including alcohol sales in your restaurant?
Answer: Injuries, damages, or both resulting from alcohol-related incidents
23: According to the Centers for Disease Control and Prevention, How much does drinking cost the United States annually?
Answer: $250 billion
24: What should you do if a rowdy group of customers leaves your bar and gets into an accident?
Answer: Access the situation and provide assistance to injured victims
25: How can you protect yourself from liability claims related to alcohol sales?
Answer: Have proper insurance coverage
26: What is the purpose of formal certifications for your employees?
Answer: To better prepare them to identify intoxicated customers
27: What can happen if your employees fail to ask for identification?
Answer: They may face fines or liquor license suspensions
28: How can building a partnership with a local cab company benefit your restaurant?
Answer: It can provide a reliable transportation option for intoxicated guests
29: What should you do if a customer continues to order one drink after another?
Answer: Monitor their alcohol consumption and cut them off if necessary
30: How can properly training your staff help prevent liquor-related incidents?
Answer: It can make your employees more knowledgeable about alcohol laws
Chapter 20 Restaurant Organization and Operation Overview
1: What is the purpose of an organizational chart?
Answer: To identify the roles of each staff member
2: Which tool can be used to create a more complex organizational chart in Microsoft Word?
Answer: SmartArt tool
3: What can shapes be used for in an organizational chart?
Answer: To visually denote a level within the hierarchy
4: What is the purpose of creating an organizational chart in a restaurant?
Answer: All of the above (To streamline tasks, To ensure effective task allocation, To help staff understand reporting lines)
5: Who is responsible for cleaning the bar in a restaurant?
Answer: Bar manager
6: Who issues paychecks in a restaurant?
Answer: Finance manager
7: What is the first step in creating a restaurant organizational chart?
Answer: Identifying team members
8: How can an organizational chart help streamline tasks in a restaurant?
Answer: All of the above (By clarifying roles and responsibilities, By identifying who reports to whom, By ensuring effective communication)
9: What is the main benefit of using a flowchart to create an organizational chart?
Answer: It visually represents the hierarchy within the restaurant
10: What is the purpose of identifying team members in an organizational chart?
Answer: To ensure all staff members are accounted for
11: What is the organizational chart used for in a restaurant?
Answer: To allocate tasks effectively
12: How can a restaurant adapt the organizational chart to fit its needs?
Answer: All of the above (By customizing the shapes and symbols used, By adding or removing team members as needed, By adjusting the hierarchy within the chart
13: What is the purpose of the lesson on restaurant operating expenses?
Answer: To introduce the expenses encountered in running a restaurant
14: What is the purpose of reviewing the lesson on restaurant operating expenses?
Answer: All of the above (To gain a better understanding of the financial aspects of running a restaurant, To prepare for potential challenges in managing expenses, To make informed decisions when starting a restaurant)
15: What is one important aspect to consider before opening a restaurant?
Answer: Obtaining licenses and permits
16: What is a food handler’s permit?
Answer: A permit to handle food safely
17: What is a certificate of occupancy?
Answer: A permit to comply with building codes
18: What type of license is needed to serve liquor in a restaurant?
Answer: Liquor license
19: What are the consequences of not obtaining the necessary licenses and permits?
Answer: Fines and shutdown of the restaurant
20: Who can help you find the necessary paperwork for licenses and permits?
Answer: Local government office
21: What determines the type of liquor license needed for a restaurant?
Answer: Type of alcohol served
22: What is one consequence of not obtaining all necessary licenses and permits?
Answer: Fines and shutdown of the restaurant
23: How can you obtain a certificate of occupancy?
Answer: Through the city building inspector
24: Why is it important to describe the staffing and management needs in a business plan?
Answer: To outline the roles and responsibilities of employees
25: What should be included in the introduction of a business plan?
Answer: The name and address of the business
26: What is the purpose of summarizing the competition and describing the target market in a business plan?
Answer: To demonstrate how you will compete and attract customers
27: What is the last step in writing a business plan?
Answer: Summarizing the operating expenses
28: What information should be included in the section about suppliers and vendors in a business plan?
Answer: The types of tools, food, or equipment needed
29: Why is it important to explain how money will flow through the restaurant in a business plan?
Answer: To cover basic operating expenses
30: What should be included in the section about the menu in a business plan?
Answer: The dishes and their costs
Chapter 21 Tourism and Recreation
1: What is the hospitality industry primarily focused on?
Answer: Providing quality service to customers
2: Which of the following is NOT a part of the hospitality industry?
Answer: Retails stores
3: Why do tourists purchase services from the hospitality industry?
Answer: All of the above (To support local business, To have a comfortable stay, To experience local cuisine)
4: How does the hospitality industry benefit from tourism?
Answer: By selling more services to travelers
5: What is the relationship between tourism and the hospitality industry?
Answer: Both rely on each other for mutual growth
6: What does Bella do when she travels to a new country for pleasure?
Answer: Purchases services from the hospitality industry
7: Which of the following is an example of a hospitality service?
Answer: Sightseeing tours
8: Why is it important for the hospitality industry to give travelers a reason to visit?
Answer: To attract more tourists
9: What is the main purpose of tourism?
Answer: To explore new destinations
10: How does travel impact local communities?
Answer: It boosts the economy through tourism spending
11: What is the main goal of ecotourism?
Answer: To preserve the local culture and language
12: What do tour wholesalers do?
Answer: Organize tour packages and make arrangements
13: How can ecotourism benefit local communities?
Answer: By preserving nature and promoting sustainability
14: What do travel agents do?
Answer: Help plan, book, and execute trips
15: How can education in remote places improve human rights?
Answer: By providing equal opportunities for women
16: What is the benefit of working with a travel agent?
Answer: Maximized time, saved money, and less stress
17: What can be preserved through ecotourism?
Answer: Native cuisine, language, and music
18: What is the role of ecotourism in preserving culture?
Answer: To preserve the local culture and language
19: How can ecotourism benefit nature?
Answer: By preserving and conserving natural resources
20: What is the important of sustainable tourism?
Answer: To minimize negative impacts on the environment
21: What are some examples of high-speed physical activities?
Answer: Jogging
22: Which of the following is NOT a popular sporting event?
Answer: Gardening
23: What are some examples of low-speed physical activities?
Answer: Acting and theater
24: What are some examples of recreational activities?
Answer: Computer programming
25: Who sponsors and hosts sporting events and recreational activities?
Answer: Government and private groups
26: What is the purpose of sporting programs and recreational activities?
Answer: All of the above (To encourage citizens to get active and participate in group events, To provide opportunities for physical activity and leisure options, To enhance the lives of citizens)
27: What agency governs the U.S. national parks?
Answer: National Park Service
28: What are some examples of cognitive activities?
Answer: Reading
29: What are some examples of recreational activities appropriate for different developmental ages?
Answer: Kids’ play groups
30: What are some benefits of participating in sporting events and recreational activities?
Answer: All of the above (Meeting other people with similar interests, Stretching the body and mind, Building friendships)
Chapter 22 Gaming Industry Overview
1: What type of gaming involves playing games on a video game console?
Answer: Console Gaming
2: Which game platform allows players to use a computer keyboard or mouse?
Answer: Pc Gaming
3: What type of gaming involves playing games on a mobile device?
Answer: Mobile Gaming
4: Which gaming platform can be used to browse the internet and play blue-ray, DVDs, and CDs?
Answer: Console Gaming
5: What type of gaming software is primarily developed for devices running and Android operating system and iOS?
Answer: Mobile Games
6: Which decade saw the increased use of graphical user interfaces (GUI) in gaming?
Answer: 1980s
7: What type of gaming can be played both online and offline?
Answer: Mobile Gaming
8: Which storage device was widely used in the 1990s to store and distribute gaming software?
Answer: Floppy Disks
9: Which gaming platform is mostly devoted to games and requires a separate device to play?
Answer: Console Gaming
10: Which gaming platform allows players to interact with the game using a controller?
Answer: Console Gaming
11: What were the popular forms of gambling in the English colonies?
Answer: Lotteries
12: How did colonial governments become involved in gambling?
Answer: By organizing and profiting from lotteries
13: What event led to the resurgence of gambling in the early 20th century?
Answer: The Great Depression
14: Which region of the United States was a major gambling center in the early 19th century?
Answer: The Mississippi River region
15: How did steamboats contribute to the gambling industry in the early 19th century?
Answer: They served as floating casinos where gambling thrived
16: What was the impact of the Stamp Act on gambling in the English colonies?
Answer: Its taxed playing cards and dice, indirectly affecting gambling
17: How did lotteries help generate revenue for the French and Indian War?
Answer: By funding military campaigns through public lottery sales
18: What was the main focus of progressive reformers in the early 20th century?
Answer: Reducing corruption and promoting moral behavior
19: What was the result of Prohibition in the United States?
Answer: The rise of illegal speakeasies and bootlegging
20: How did gambling change during America’s westward expansion?
Answer: It became more widespread in saloons and frontier towns
21: What is the combination formula used for?
Answer: To calculate the number of ways to choose items where other does not matter
22: Which sector generates the highest revenue within the global gaming industry?
Answer: Mobile Gaming
23: In the lottery scenario, what is the probability of selecting the first number correctly?
Answer: 1 in 50
24: What does the combination formula take into consideration?
Answer: The total number of items and the number being chosen, without regard to order
25: What is the expected value formula used for in lottery probability calculations?
Answer: To estimate the average winnings over many lotteries plays
26: What mathematical concept is utilized to calculate the number of possible combinations in a lottery?
Answer: Combinatorics
27: In the Pick 4 lotteries, why does the order of the numbers not matter?
Answer: Because certain play types are based on combinations, not permutations
28: What is the main factor determining the probability of winning in a lottery?
Answer: The number of possible number combinations
29: What is the primary goal of hospitality in the casino industry?
Answer: To create a welcoming environment that encourage guest satisfaction and return visits
30: What are modern-day casinos offering to attract visitors, besides gambling
Answer: Entertainment, dinning, and luxury accommodations
Chapter 23 Meetings, Conventions, Expositions, and Special Events
1: What is the purpose of a formal meeting?
Answer: To present important financial and operational information
2: Who typically attends a formal meeting?
Answer: Shareholders, senior management, and board members
3: Which of the following is an example of a formal meeting?
Answer: Finance committee meeting
4: What is the purpose of an informal meeting
Answer: To address daily operational issues
5: What type of meeting is a department meeting?
Answer: Informal meeting
6: What should be included in an informal meeting agenda?
Answer: Discussion on daily operational and policy issues
7: Which of the following is an example of a meeting?
Answer: Monthly department meeting
8: When should regular meetings be scheduled?
Answer: On a day and time convenient for staff
9: What should be considered before scheduling a meeting?
Answer: Whether the information can be delivered via email
10: What is the purpose of an informal meeting?
Answer: To address daily operational issues
11: What is the first step in preparing for a productive meeting?
Answer: Create an Appropriate Agenda
12: Why is it important to invite the right people to a meeting?
Answer: To achieve the meeting objectives
13: When should a meeting be scheduled for maximum productivity?
Answer: The right time that suits everyone
14: What should be brought to a meeting in order to address questions and concerns?
Answer: Marketing research data
15: What is the role of an effective leader in a meeting?
Answer: Listen and ask questions
16: What is the purpose of assigning a note taker in a meeting?
Answer: To take detailed notes
17: How should ideas be presented in a business meeting?
Answer: Clearly
18: What should be done with meeting participants’ ideas?
Answer: Appreciate and build on them
19: How should conflict be handled in a meeting?
Answer: Effectively
20: What is the ultimate goal of a productive meeting?
Answer: To create something tangible
21: What types of events fall under the category of special events?
Answer: All of the above (Meetings and conventions, Weddings and retirement parties, Expositions and conferences)
22: What is the purpose of a Destination Management Company (DMC)?
Answer: To handle logistics for conferences and events
23: How can a DMC assist with vacation planning?
Answer: All of the above (By providing transportation services, By offering hotel accommodation options, By arranging activities and excursions)
24: What services can a DMC provide for conferences and events?
Answer: All of the above (Transportation and hotel accommodation, Restaurants and conference venues, Themed events and gala dinners)
25: How can a DMC help overcome language barriers?
Answer: By offering bilingual staff
26: What is the benefit of working with a DMC for event planning?
Answer: All of the above (Less stress and anxiety for event planners, Access to a wide variety of resources, Ability to delegate specific conference details)
27: What are some common services offered by a DMC?
Answer: All of the above (Transportation and hotel accommodation, Activities and excursions, Themed events and gala dinners)
28: How can event planners ensure that a DMC meets their expectations?
Answer: All of the above ( Be specific about their needs, Delegate conference details to the DMC, Provide clear instructions and requirements)
29: What are the four types of meetings that can be had?
Answer: Meetings, conferences, expositions, and special events
30: What is the purpose of special events?
Answer: All of the above (To provide unique experiences for participants, To meet the needs of the organizers, To require individual attention)
COTHM Dubai Certificate in Hospitality Management final exam MCQS with Answers
1: Buddy’s Beer has been running a very successful promotional campaign in Arizona. Should they attempt to recreate this exact campaign in New Mexico? Why or why not?
Answer: Only after some research, because alcohol regulations governing promotion and pricing differ state to state.
2: What was the US Supreme Court’s ruling in California v. Cabezon Band of Mission Indians?
Answer: Any state the allowed gambling must extend that right to reservations in that state.
3: Which of the following is an example of a cyclical menu?
Answer: Cafeteria food
4: A catering company sets up equipment that heats finished hot food to a temperature of 150 degrees Fahrenheit. Is this a good idea? Why or why not?
Answer: Yes, because it keeps the hot food out of the food danger zone, in which microbes can reproduce.
5: How are modern-day casinos more like resorts?
Answer:
Casinos use psychology to create welcoming and calming environments on gambling floors.
During low gambling hours, casinos may offer entertainment and shows.
In addition to gambling, casino hotels offer spas, restaurants, and shopping.
All of the answer choices are correct
6: What is Las Vegas known for in addition to gambling?
Answer: Entertainment
7: John is required to attend meetings where the participants argue and are unprofessional. Which aspect of contributing to effective meetings is NOT being addressed?
Answer: Build on participants’ ideas
8: What is an example of an exposition?
Answer: Tradeshow
9: It is important for people in meetings to consider various viewpoints. The key steps are to listen, acknowledge, explore and summarize each individual’s contributions.
In which phase of an effective meeting does this occur?
Answer: Conducting
10: Kelly is in charge of the restaurant’s finances and accounting, and ensures that the restaurant’s financial status is healthy. What is her role called?
Answer: Bookkeeper
11: The____and____oversee area-specific staff and operations, including the front-of-house and kitchen
Answer: Assistant managers, kitchen manager
12: When people book their trips online, they can see ______ left by other guests, which is affecting the future of the hospitality industry.
Answer: Reviews
13: Food is considered the ______ for most restaurant.
Answer: Second most significant operating expense
14: ___________is a measure and term used to identify how happy a guest was with their experience.
Answer: Guest satisfaction
15: How does Airbnb’s strategy differ from that of the traditional hotel industry?
Answer: They offer travelers an experience rather than just a functional lodging space.
16: The tourism industry includes all of these components EXCEPT:
Answer: Addresses
17: How do technical customer service professionals help customers?
Answer: The professionals repair and fix issues with products either in the customer’s house or that have been sent in for repair.
18: Who are non-consumers?
Answer: Potential customers who don’t currently buy your products or services
19: Which of the following is NOT one of three important factors to understand when managing a project in the hospitality industry?
Answer: The revenue of the company
20: refers to the process of monitoring and evaluating the use of technology and then taking active steps to improve technology as necessary.
Answer: Managing technology
21: How are towels and linens commonly disposed of in hotels?
Answer: By donating them
22: What does span of control determine?
Answer: How many individuals one manager can efficiently manage.
23: Identify the correct sequence for the preparation of business plans within an organization.
Answer: Strategic, Tactical, Operational
24: How are strategic, tactical, and operational plans related to each other?
Answer: Operational plans are necessary to fulfill tactical plans, which lead to achievement of strategic plans.
25: Major Mike shares personal stories of his first time in battle and his rate of successful missions with his nervous troops. By taking this action, he demonstrated what result of good leadership?
Answer: He inspired his followers.
26: What is the biggest difference between a manager and a leader?
Answer: Unlike managers, leaders do not have to hold a formal title or management position.
27: All of the following are four functions of management EXCEPT:
Answer: Delegating
28: Which of the following is TRUE about recreation and leisure activities?
Answer: Sports are one of the many categories that may be included.
29: Which of the following individuals is engaged in event travel?
Answer: Bradley flies to Los Angeles for a concert.
30: Which of the following is NOT a responsibility of the owner?
Answer: visiting the property twice a week
31: What is the benefit of participating in a leisure activity?
Answer: It allows people to make new friends
32: Which of the following best describes a franchise?
Answer: licensing arrangement between a company and another party licensing the use of the company name, products and processes
33: A hotel’s goal is that most guests will never interact with security. Why?
Answer: Because hotels want to ensure that there are no security issues.
34: __________prepare accounting reports and summary sheets that detail the revenue generated from different sources throughout the day.
Answer: Night auditors
35: If the revenue of a company is $100,000, its gross profit $70,000, and its expenses $20,000, what is the company’s net profit/loss?
Answer: $50,000
36: Which of the following individuals is a night auditor?
Answer: Jan ensures the accuracy of hotel accounting records at the end of each business day.
37: Which of the following is the best example of psychological noise?
Answer: Camille is having a hard a hard time focusing in class because she is thinking about her sick dog.
38: A restaurant has wine suggestions that go with the food items on the menu. This is called ______.
Answer: Pairing
39: What is effective listening?
Answer: The act of being 100% engaged when someone is speaking.
40: Which of the following is the best example of an information focused meeting?
Answer: Budget analysis
41: What impact did the Civil War have on the gambling industry in the United States?
Answer: The Mississippi River, a battleground during the war, could no longer support the riverboat gambling industry
42: If Mark is considering having an experimental surgery on his foot to alleviate the pain he has while walking, which of the following is NOT part of the relevant information that he should collect in order to make an informed decision?
Answer: Does his best friend think he should go ahead with the surgery?
43: Which statement concerning the baby boomer generation is most accurate?
Answer: Baby boomers spend the most on the hospitality industry
44: The restaurant McResto has appointed Mary as the Manager. Which of her decisions will help in reducing operating costs?
Answer: By laying off the celebrity chef
45: Sarah and Jim went out to an expensive restaurant for their anniversary. Unfortunately, the dinners were overcooked and not worth eating. What does the restaurant need to do first to recover from this incident?
Answer: Respond quickly to the situation.
46: Why is a manager NOT always a leader of employees?
Answer: Employees could follow a colleague who is an expert or role model rather than the manager.
47: Forming is the ________ stage of team development.
Answer: First
48: Jennifer works for the concierge desk of a boutique hotel. What are her main duties?
Answer: She helps guests plan their visits and recommends local attractions and restaurants to them.
49: A manager who utilizes the contingency approach to management___________.
Answer: believes there isn’t a single approach to management
50: Janice is very busy during the work week, but she takes a few hours on Saturday to tend to her garden, read a book, or paint a picture, which helps reduce her overall stress level and increases her feelings of self-value.
These activities are an example of____________.
Answer: Leisure activities
