Intro to Hospitality Final Exam All Chapters Latest Updated

Ch 1: Marriott values their ____ and says that they are the number one _____. - ANSWER-employees, customer The pineapple is a symbol of? - ANSWER-friendship, hospitality, welcome Internal customer is an? - ANSWER-employee Moments of truth are? - ANSWER-guest encounters Every hospitality organization has thousands of ________ of _____ every day. - ANSWER-moments, truth Some of them include; a guest _____ a restaurant for a table reservation, tries to attract the _________ attention for a cocktail because there are no seats available, a server takes an ______, brings the _____, a guest ______ the restaurant. - ANSWER-calls, bartender's, order, check, departs Our services are mostly? - ANSWER-Intangible Being intangible means that the guest cannot test drive a nights stay or taste the steak before? - ANSWER-Dining Our product is for the guest use only not for? - ANSWER-Possession For us to produce our product hospitality we must get the guests input this is referred to as inseparability of production and consumption of the? - ANSWER-Service product There is also perishability of our product ie; we have 1,400 rooms in inventory but we sell only 1,200 rooms. What do we do with the 200 unsold rooms? Nothing, we lose 200? - ANSWER-Room nights and the revenue Franchising and management contracts are the two main driving forces in the development and operation of the? - ANSWER-hotel business Began in 1907 by the? - ANSWER-Ritz Carlton Franchising is a concept that allows a company to use other peoples' money for growth rather than? - ANSWER-financing Franchising is used to rapidly expand? - ANSWER-businesses The franchisee is granted the rights to use ____________, operating ___________, and other business procedures. - ANSWER-trademarks, procedures, Fees for lodging are generally what % of room revenue? - ANSWER-3-4% Benefits to the franchisee: - ANSWER-Standard set of plans, National advertising, Centralized reservation system, Participation in volume discounts, Listing in franchisor's directory, Lower fee % charged by credit card companies Drawbacks to the franchisee: High _____, Central reservation system accounts for about 7 - __% of reservations, _________, Must maintain ___________. - ANSWER-fees, 26%, Conformity, standards Pros for franchise company / franchisor; Increased _______ share and __________, Up-front ____ - ANSWER-market, recognition, fees Cons for franchise company / franchisor; Careful in selection of ____________, Difficulty maintaining __________ and _________ - ANSWER-franchisees, standards, controls Many mistakes made by new entrepreneurs have already been overcome by the? - ANSWER-franchisor The Franchisor offers many support services often including cash flow, marketing and advertising, site selection, construction plans, and assistance with? - ANSWER-financing This leads to a key reason to buying a franchise...reducing your? - ANSWER-risk of failure Similar benefits to properties as do franchises albeit at a? - ANSWER-lower cost Shared centralized reservation system and a common image, logo, or? - ANSWER-advertising slogan May offer group buying discounts to members, as well as management training, and continuing? - ANSWER-education programs Each independent hotel refers guests to each of the other? - ANSWER-member hotels Provides operational expertise, marketing, and sales clout, often in the form of a? - ANSWER-centralized reservation system CRS - ANSWER-Centralized reservation system