HM 101 Final Study Guide || Final Exam Edition: Pass
with A+ Accuracy!!
T/F According to Danny Meyer: Service is how you make someone feel, while Hospitality is
what you do to someone correct answers False
According to Joseph Pine. The progression of economic value is: correct answers
Commodities, Goods, Services, Experiences
The Hospitality and tourism industry account for _____ % total world GDP, and ______
million jobs worldwide correct answers 10, 200
The ______ encompassed a variety of routes between points between Europe and Asia.
correct answers Silk Road
________ adopted the slogan, the Fun Ships, to describe their cruising experience. correct
answers Carnival
Fred Harvey was an early pioneer in the quick service segment of food service as is
responsible for starting the ______ brand. correct answers White Castle
In the U.S. the first lodging property that is commonly recognized as a modern hotel was the
correct answers Tremont House
According to the text, the vast majority of hotels are based on concepts introduced and
perfected in: correct answers The U.S.
_____ envisioned a chain of inexpensive roadside hotels oriented towards families traveling
correct answers Kemmons Wilson
The _______ were the first to build an extensive network of roads throughout the
Mediterranean that required the establishment of lodging venues. correct answers Romans
Technology is becoming correct answers more mobile
Independent Hotels are able to keep their name and jointly use a brand name in a trend of
____ correct answers brand conversion
The ____ are referred to as the new power segment correct answers Millennials
T/F Millennials are expected to represent 30% of all travelers by 2025 correct answers False
T/F Millennials are not willing to splurge more for experience based purchases correct
answers False
An example of a "disruptor" in the lodging industry would be _______ correct answers
VRBO
,T/F The digital nomad would be more likely to be associated as a "bleisure" guest correct
answers True
InterContinental's EVEN hotel brand and Marriott's _____ brand are both designed with
explicit wellness focus correct answers Element
What is the symbol of the hospitality industry correct answers Pineapple
Technology has made the world seem ______ correct answers smaller
The first step in dealing with guest conflict resolution is _______ correct answers Listen to
the guest
______ are designed to identify hotels and restaurants based upon predetermined standards
and guidelines correct answers Rating systems
T/F All staff members are involved in service ranging from corporate executives to line level
employees. correct answers True
Which hotel company has the slogan "we are ladies and gentlemen serving ladies and
gentlemen correct answers Ritz Carlton
There are ___ professional skills highlighted in the text correct answers 12
____ would be an example of a Moment of Truth correct answers When checking out of the
hotel, The first bite of your entrée, The second you open the door to your room and see it for
the first time, The first encounter at the host stand in a restaurant, or the front desk in a hotel
The highest rating that Michelin offers is correct answers 3 stars
These are seven steps to assuring you are providing the guest service that is needed and
desired. What is the first step? correct answers Know what your guests truly want
_________ is the action taken after a service failure correct answers Service Recovery
The Michelin guide uses ______ to rate their chosen restaurants and their level of service
excellence. correct answers stars
T/F Industry Associations provide opportunities for networking, education and training,
recognition, and support within a given industry. correct answers True
One advantage that an independent lodging property might have over a chain would be
correct answers the ability to provide a unique experience for guests
The hospitality industry has ____ hospitality related associations correct answers many
The person or business accepting the franchise agreement would be referred to as the
_______ correct answers franchisee
The AHLA, and the NRA would be examples of ______ correct answers associations
, A ______ would have a centralized headquarters correct answers chain
In the ____ form, the parent company fully operates all the units in its chain and keeps all the
profits correct answers simple
When a mega-corporation owns multiple chain operations under the same parent umbrella
structure prefers to call them "brands" instead of "chains is referred to as ___ form correct
answers brand management
When looking at the structure and business models the most "basic" one is the ________
form correct answers simple
Subway is unique compared to other chains in that it __________ correct answers has 0
company owned restaurants
The franchisor ____ the franchise to the franchisee correct answers sells
Independent Hospitality businesses are businesses that ________ correct answers not part of
a franchise or chain such as Taco Bell, or Marriott, not part of a larger organization, Have no
brand affiliation
in the ______ form the parent company may also have additional revenue by managing for
the franchisee correct answers mixed franchise
Independently owned and operated restaurants account for ___% of all US restaurants correct
answers 70
Revenue management works best in industries that: correct answers can segment their
customers, have products sold in advance, have fluctuating demand
Another word for pricing that changes based on demand is referred to as: correct answers
dynamic pricing
Revenue management works best with businesses such as: correct answers restaurants, hotels,
airlines, rental car companies
MLS stands for _____ correct answers Minimum length of stay
To be effective in revenue management the revenue manager must use both _____ and
science correct answers art
The acronym _____ is used to track how much time customers spend in the restaurant, and
how quickly a table is ready for the next customer correct answers RevPASH
T/F Revenue management is the art and science of predicting customer demand and then
setting prices to match consumer demand correct answers True
if you were to use a third party company to sell a restaurant reservation separate from the cost
of the food, you would use_______ correct answers Tock Tickets
with A+ Accuracy!!
T/F According to Danny Meyer: Service is how you make someone feel, while Hospitality is
what you do to someone correct answers False
According to Joseph Pine. The progression of economic value is: correct answers
Commodities, Goods, Services, Experiences
The Hospitality and tourism industry account for _____ % total world GDP, and ______
million jobs worldwide correct answers 10, 200
The ______ encompassed a variety of routes between points between Europe and Asia.
correct answers Silk Road
________ adopted the slogan, the Fun Ships, to describe their cruising experience. correct
answers Carnival
Fred Harvey was an early pioneer in the quick service segment of food service as is
responsible for starting the ______ brand. correct answers White Castle
In the U.S. the first lodging property that is commonly recognized as a modern hotel was the
correct answers Tremont House
According to the text, the vast majority of hotels are based on concepts introduced and
perfected in: correct answers The U.S.
_____ envisioned a chain of inexpensive roadside hotels oriented towards families traveling
correct answers Kemmons Wilson
The _______ were the first to build an extensive network of roads throughout the
Mediterranean that required the establishment of lodging venues. correct answers Romans
Technology is becoming correct answers more mobile
Independent Hotels are able to keep their name and jointly use a brand name in a trend of
____ correct answers brand conversion
The ____ are referred to as the new power segment correct answers Millennials
T/F Millennials are expected to represent 30% of all travelers by 2025 correct answers False
T/F Millennials are not willing to splurge more for experience based purchases correct
answers False
An example of a "disruptor" in the lodging industry would be _______ correct answers
VRBO
,T/F The digital nomad would be more likely to be associated as a "bleisure" guest correct
answers True
InterContinental's EVEN hotel brand and Marriott's _____ brand are both designed with
explicit wellness focus correct answers Element
What is the symbol of the hospitality industry correct answers Pineapple
Technology has made the world seem ______ correct answers smaller
The first step in dealing with guest conflict resolution is _______ correct answers Listen to
the guest
______ are designed to identify hotels and restaurants based upon predetermined standards
and guidelines correct answers Rating systems
T/F All staff members are involved in service ranging from corporate executives to line level
employees. correct answers True
Which hotel company has the slogan "we are ladies and gentlemen serving ladies and
gentlemen correct answers Ritz Carlton
There are ___ professional skills highlighted in the text correct answers 12
____ would be an example of a Moment of Truth correct answers When checking out of the
hotel, The first bite of your entrée, The second you open the door to your room and see it for
the first time, The first encounter at the host stand in a restaurant, or the front desk in a hotel
The highest rating that Michelin offers is correct answers 3 stars
These are seven steps to assuring you are providing the guest service that is needed and
desired. What is the first step? correct answers Know what your guests truly want
_________ is the action taken after a service failure correct answers Service Recovery
The Michelin guide uses ______ to rate their chosen restaurants and their level of service
excellence. correct answers stars
T/F Industry Associations provide opportunities for networking, education and training,
recognition, and support within a given industry. correct answers True
One advantage that an independent lodging property might have over a chain would be
correct answers the ability to provide a unique experience for guests
The hospitality industry has ____ hospitality related associations correct answers many
The person or business accepting the franchise agreement would be referred to as the
_______ correct answers franchisee
The AHLA, and the NRA would be examples of ______ correct answers associations
, A ______ would have a centralized headquarters correct answers chain
In the ____ form, the parent company fully operates all the units in its chain and keeps all the
profits correct answers simple
When a mega-corporation owns multiple chain operations under the same parent umbrella
structure prefers to call them "brands" instead of "chains is referred to as ___ form correct
answers brand management
When looking at the structure and business models the most "basic" one is the ________
form correct answers simple
Subway is unique compared to other chains in that it __________ correct answers has 0
company owned restaurants
The franchisor ____ the franchise to the franchisee correct answers sells
Independent Hospitality businesses are businesses that ________ correct answers not part of
a franchise or chain such as Taco Bell, or Marriott, not part of a larger organization, Have no
brand affiliation
in the ______ form the parent company may also have additional revenue by managing for
the franchisee correct answers mixed franchise
Independently owned and operated restaurants account for ___% of all US restaurants correct
answers 70
Revenue management works best in industries that: correct answers can segment their
customers, have products sold in advance, have fluctuating demand
Another word for pricing that changes based on demand is referred to as: correct answers
dynamic pricing
Revenue management works best with businesses such as: correct answers restaurants, hotels,
airlines, rental car companies
MLS stands for _____ correct answers Minimum length of stay
To be effective in revenue management the revenue manager must use both _____ and
science correct answers art
The acronym _____ is used to track how much time customers spend in the restaurant, and
how quickly a table is ready for the next customer correct answers RevPASH
T/F Revenue management is the art and science of predicting customer demand and then
setting prices to match consumer demand correct answers True
if you were to use a third party company to sell a restaurant reservation separate from the cost
of the food, you would use_______ correct answers Tock Tickets
