GHOA1013 CONFIDENTIAL UNIVERSITI @ MALAYSIA FINAL EXAMINATION FIRST SEMESTER SESSION 2015/2016 ee GHOA1013 / INTRODUCTION TO HOSPITALITY + 7 JANUARY 2016 (THURSDAY) Pee + 2.30 PM\- 05.00 PM (2 % HOURS) INSTRUCTIONS = 4. This exam paper contains ONE HUNDRED (100) questions in SIXTEEN (16) printed pages, By i ES DO NOT OPEN THIS EXAMINATION PAPER UNTIL INSTRUCTED CONFIDENTIALGHOA1013 INTRODUCTION TO HOSPITALITY Answer ALL questions. 1. Vacation ownership began in the French Alps during the late a) 1970s b) 1940s c) 1950s d) 1960s 2. Which of the following describes a technology system that allows employees of a company to communicate with each other within a campus or buildings? a) Information system b) Localarea-network ©) Network system d) Wide-area-network 3. The system that tracks food and beverage sales and interfaces with a remote processing unit is: a) Accounting system b) PMS. system c) C.T.O.S Management System d) P.OS. system 4. Which of the following is NOT a key management function? a) Decision making b) Recruiting ©) Communicating d) Controlling 5. Which of the following are the six steps in wine-making? a) Crushing, fermenting, filtering, fining, maturing, bottling, and resting b) Crushing, fermenting, maturing, resting, bottling, and barreling ©) Crushing, fermenting, fitering, fining, maturing, and bottling d) Crushing, fermenting, racking, maturing, filtering, and bottling 6. Packaging tour services such as airlines, with hotel and ground travel arrangements is the job of a: a) Travel Agent b) Corporate Travel Manager ) Certified Travel Counselor d) Travel and Tour Wholesaler10, 1 12. GHOA1013 INTRODUCTION TO HOSPITALITY Which of the following is NOT a type of meeting? a) Workshop b) Clinic c) Forum d) Conference Software applications can determine when inventory levels are low and generate an automatic order for new products. This is accomplished by setting: a) Order inventory levels b) Low-reorder levels c) Par levels d) Item analysis levels The difference between a manager and a leader is. a) Amanager develops and a leader originates. b) A manager initiates and a leader does things right. cc) Amanager asks how and when and a leader asks what and why. d) Amanager has an eye on the bottom line and a leader relies on control. Hospitality businesses process data into useful that may be used for guest databases. a) modules b) _ information c) groupware 4) computers The challenge of health care managed services is to: a) Provide healthy meals to patients and staff at cost. b) Find other sources of income such as catering and retail ©) Provide special meal requirements to patients with special dietary needs. d) Allocate the numbers of patients at one time Marriott Corporation's statement “take care of Marriott people and they will take care of the Marriott guest” is an example of: a) Corporate objectives b) Corporate goals ©) Strategy/Tactics d) Core values13, 14. 15. 16. 17. 18, 19, GHOA1013 INTRODUCTION TO HOSPITALITY Which of the following is NOT a quality or characteristic of a career in the hospitality industry? a) Dedication b) Team player ©) Honesty d) Assertiveness Which of the following is NOT a casino operations job? a) Front desk clerk b) Slot machine technician ©) Market research d) Table-game dealers Leadership is not about rank, privileges, titles, or money, It is about. a) Responsibility b) Profits c) Success d) Promotions The precise origin of gambling is a) from USA b) from Italy. ©) from China, d) still unknown, There are two purposes for travel. They are: a) Business, cost b) Pleasure, family ©) Business, family d) Business, pleasure Ecotourism, the fastest growing segment in the world's largest industry, is often dubbed as a) Adventure tourism b) Responsible tourism ©) Sustainable tourism 4) Allof the above City center, resort, airport, freeway and casino are a list of a) Target markets b) Spending grades c) Hotel classification d) Financial evaluationsGHOA1013 INTRODUCTION TO HOSPITALITY 20. Which of the following is NOT a trend in hotel development? a) Safety and security b) Technology c) Segmentation d) New management 21. The current trends in tourism include the following EXCEPT: a) Increase governmental recognition b) Increase in internet bookings ©) _ Shift from private to public sector d) Ticket less travel 22. The hotel industry is characterized by a high degree of risk, which primarily is the result of two factors: the cyclical nature of and the high degree of capital investment. a) demand b) supply ©) tesources d) inflation 23. Which of the following responsibilities do general managers NEED NOT have? a) They must provide owners with a reasonable return on investment b) Keep guests satisfied c) Keep employees satisfied d) Report all complexities to the director of human resources 24. An executive committee for full service hotel is comprised of, a) All general managers b) All accountants and the general manager and the board of directors ©) Directors of human resources, food and beverage, rooms division, marketing and sales, engineering and accounting @) Food and beverage director and the board of director 25. Which of the following concerns are not the responsibilities of the Rooms Division manager? a) Guest services b) Situation of the marketing mix ©) _ Financial responsibility for rooms division d) Gift shop26. 27. 28. 29, 30. St. GHOA1013 INTRODUCTION TO HOSPITALITY Which of the following hotel employees are responsible for balancing the guests’ accounts every day? a) b) °) d) Accountant Night auditor General manager Front desk clerk Which of the following status codes would allow a front office clerk to check a guest into a room? a) b) °) a) op DND ve VR Which of the following is TRUE regarding the central reservation system? a) b) °) qd) Can have access to the inventory of room availability of each hotel in the chain Has a delay in the interface that allows for overbooking to occur Provides a guarantee of room number, rate and availability AandC The difference between confirmed and guaranteed reservations is: a) b) °) ) Guaranteed reservations guarantee a room number, confirmed reservations guarantee a room Confirmed reservations are booked on the phone, guaranteed reservations are booked in person Confirmed reservations are generated by a computer indicated number, guaranteed reservations guarantee a room for late arrival, usually with a credit card Guaranteed reservations are booked on the phone, confirmed reservations are booked by the Internet CBX and PBX are: a) b) o) 4) Reservation systems Communication systems ‘Types of guest rooms Credit accounts Directors of human resources, food and beverage, rooms division, marketing and sales, engineering and accounting are all members of the a) b) c) d) Executive committee Property management system General management Front Office32. 33, 34. 35. 36. 37. GHOA1013 INTRODUCTION TO HOSPITALITY The _ is calculated by adding up the rate charged for each room and then dividing by the number of rooms. a) City ledger b) Average daily rate c) Room rate d) Occupancy ratio Property management systems have greatly enhanced a hotel's ability to accept, store, and retrieve a) Weather information b) Employee information c) Guest profiles d) Guest reservations Yield management is a demand-forecasting technique used to maximize a) Occupancy b) Utilities ) Room revenues d) Employment Bar efficiency is measured by: a) Pour/cost percentage b) Pilferage c) Responsible alcoholic beverage service d) Allof the above Which kind of bar would typically NOT appear in a small property? a) Pool bar b) Catering and banquet bar c) Night club d) Allof the above The chief steward is responsible for which of the following functions? a) Cleanliness of the back of the house b) Creating all sauces and stews c) Maintaining glassware d) aandb38. 39. 40. a4 42 43. GHOA1013 INTRODUCTION TO HOSPITALITY. The following functions; sell conventions, knowledge of food and wine, welll versed in dietary needs of ethnic groups and make up department goals and objectives, are characteristics of: a) Director of catering b) Restaurant manager c) Executive chef d) Catering captain ‘The meeting room setup that takes the least space per person would be: a) Horseshoe b) Classroom c) Theatre 4) Dinner A catering event order is completed: a) Once a month b) Once a year ©) Semi-annually d) For each function refers to groups of people who eat together at one time and in one place. a) Abanquet b) Apotluck c) Aconvention d) Catering Theatre, classroom, horseshoe, and dinner are all styles of a) conventions b) meeting room setups c) banquets d) weddings The new term for room service, or all services to hotel guestrooms, is called a) in-room dining b) phone service ©) quick service d) bell hop dining44. 45. 46. 47. 48. 49. GHOA1013 INTRODUCTION TO HOSPITALITY Bechemel, veloute, espagnole, tomato, and hollandaise are termed: a) Entrees b) Mother sauces c) Serving techniques d) Style of cuisine A niche is a marketing term used to describe: a) The size of the kitchen b) Availability of resources ©) Share of a certain market d) Cart used to transport inventory Items that are individually priced are called: a) Table d'hote menus b) California Menus ©) Ala carte menus d) Cyclical menus Which of the following characteristics should not be considered for pricing strategy: a) Competition's pricing b) Food and labor costs c) Expected profit d) Number of plates served Haute cuisine tends to be prepared at which kind of restaurant: a) Fine dining b) Casual upscale restaurant c) Steak houses d) Dinner house restaurants One of the main foundations of classical French cooking is the five a) mother chefs b) mother sauces c) original flavors d) classic dishes51. 52. 53. 54, 55. 56. GHOA1013 INTRODUCTION TO HOSPITALITY In restaurant forecasting, the average guest check is: a) Calculated by dividing the number of rooms in the hotel by the number of guests b) Calculated by dividing total sales by the number of guests ©) Nota factor at all d) Anestimate of the restaurant's popularity The number of guests patronizing the restaurant over a given period of time is a a) Average guest check ) Guest count ©) Income statement d) Meal time rush can be a potent weapon in the effort to increase food and beverages sales. a) Haute cuisine b) Suggestive selling ©) Restaurant forecasting d) Curbside appeal All of the following are considered a managed service except for: a) Restaurants ») Airlines ©) Military d) Colleges and universities Health care managed services are complex because: a) The workers are overstressed and tired b) There are so many departments and employment areas c) There are many diverse needs that must be met d) Allof the above In flight food must: a) Be able to withstand extreme temperatures b) Be compact c) Reheat well 4) Allof the above Trends in managed services include all of the following except: Increased use of fresh products Decrease in the use of campus cards Increase in food-to-go Increase in 24-hour foodservice a b) ©) qd57 58. 59. 60. 61 62. 63. GHOA1013 INTRODUCTION TO HOSPITALITY Vermouth is an example of a) An aromatic wine b) A fortified wine ©) A sparkling wine d) A light beverage wine Which of the following is not a main European wine-producing country? a) Spain b) {aly ©) France d) Switzerland Beer is made from: a) Grape b) Malt c) Molasses d) None of the above Red wine gains its pigmentation from: a) Food coloring ») The bottle's color c) The grape skins d) The grape color What is the definition of recreation? a) Anything that makes a person happy b) The process of giving new life to something c) The part of society that does not create income d) None of the above Governments provide recreation facilities such as: a) Golf courses b) Playgrounds c) Swimming pools d) Allof the above The internal management structure of a club: a) Is established by the members b) Consists of election procedures, officer positions, a board of directors, and a standing committee ©) Has no set of constitution or bylaws d) Bothaandb 1064. 65. 66. 67. 68. 69. 70. GHOA1013 INTRODUCTION TO HOSPITALITY. A\ll of the following are recent trends in leisure and recreation EXCEPT: a) A decrease in leisure time devoted to computer activities b) An increase in all fitness activities c) Asurge in travel and tourism d) Additional learning opportunities What is commercial recreation? a) _ Recreation for which the consumer pays b) Recreation from which the supplier expects profit c) Attractions and clubs d) Allof the above _ recreation includes voluntary organizations, campus, armed forces, and employee recreations as well as recreation for special populations. a) Noncommercial b) Voluntary ©) Metropolitan d) Commercial Alll of the following are a type of meeting EXCEPT: a) Clinic b) Exposition c) Symposium d)~ Forum Which of the following is NOT considered a style of meeting setup? a) Theater b) Classroom ©) Boardroom d) Stadium Goals for meetings are developed by the need to: a) Increase awareness of a particular issue b) Raise money for an activity or organization ©) Provide information to colleagues or clients 4) Allof the above A free or reduced-price trip given to a travel agent for promotion purposes is called a: a) Site inspection b) Familiarization trip ©) Incentive market d) None of the above ul74 72. 73. 74, 5. 76. GHOA1013 INTRODUCTION TO HOSPITALITY, A meeting form that consists of a small group led by a facilitator or trainer and usually includes exercises to enhance skills in a specific topic is a a) Workshop b) Seminar ©) Clinic @) Forum are generally larger meetings with some form of exposition or trade show included a) Conventions b) Symposiums c) Forums d) Seminars Which is NOT a type of gaming entertainment. a) _Land-based and riverboat casino b) Card rooms c) _Non-charitable games d) Lottery operated games Casino operations involve the following EXCEPT: a) Gaming operations b) Casino service c) Marketing d) Human resources Because of the increased competition, gaming entertainment companies are creating bigger and better to turn their properties into destination attractions. a) Service quality b) theme parks c) production shows d) retail outlets Gaming entertainment is depending less on casino revenue and more on room, food and beverage, and retail revenue. a) theme parks b) board games c) destination attraction d) entertainment 1277. 78. 79 80. 81 82. GHOA1013 INTRODUCTION TO HOSPITALITY Hotels classified by market segment DO NOT include: a) Resorts b) casino hotels c) health spas d) budget hotel A country, small hotel usually houses guest rooms. a) 10-45 b) 10-25 oc) 6-15 d) 5-20 Which of the below is NOT one of the hotel classifications? a) Hotel quality b) Location c) Market segment 4) Distinctiveness of style or offerings Convention hotels DO NOT offer: a) Food and beverage operations b) Provide facilities for citywide conventions c) Extensive meeting and function rooms d) Entertainment Various strategies that hotels offer to capture the family market includes the below EXCEPT: a) Free-stay programme b) Children’s menu c) In-room video games d) None of the above Historic conversions are hotel properties with historic significance that have been renovated to their original splendor. Which of the below is an example of a historic hotel, a) Raffles Hote! b) Swiss Garden Resorts c) The Legend Cherating d) Hotel Istana 3GHOA1013 INTRODUCTION TO HOSPITALITY 83.A special purpose bar is a bar which a) Is not accessible to customer's use b) Specially designed to accommodate the special needs c) Commonly used in a special banquet ar catering business at special functions d) Is compact and only for used by a number of people 84. A tourist is defined as: a) Apperson who travels to a site and returns on the same day b) A person who stays for more than one night and less than one year c) A person who visits a country other than where they reside for not more than one year d) A person who takes a trip between two or more locations 85. The below statements are included in The Six Freedom of Air Trave! EXCEPT: a) Right to disembark passengers and cargo b) Right to fly across another nation’s territory ©) _ Right to land in another country without permission 4) Right to transport passengers and cargo 86. Which of the below is NOT a trend in tourism and travel: a) Increased governmental recognition b) More bilateral treaties ©) Ticket-less travel is decreasing d) Impact of technology 87. Below are the trends in managed services EXCEPT: a) Increasing use of fresh products b) Business increase in healthcare and nursing homes c) Proliferation of branded concepts 4) None of the above 88, Managerial skills consist of three components which includes human, and technical skills. a) Managerial b) Conceptuat c) Interpersonal d) Leadership 489. 90. 91. 92. 93. 94. GHOA1013 INTRODUCTION TO HOSPITALITY The supervisory manager will need to acquire more skills in daily operations. a) leadership b) conceptual c) human d) technical Possessing charisma, individual consideration and intellectual stimulation are factors of a) transformational leadership b) _ transactional leadership c) managerial leadership d) technical leadership Traits of leadership include the below EXCEPT: a) enthusiasm b) integrity ©) tact d) _ individualistic is the Third Age of Travel. a) Travelling by rail b) Travelling by plane c) Travelling by bus d) Travelling by cruise All of the below are roles of a General Manager, EXCEPT: a) Balances guests accounts b) Accountable for the hotel's profitability c) Keep guests and employees happy d) Provide shareholders with a reasonable return on investment are menu items which are individually priced a) Table d’hote menus b) California menus ©) Alacarte menus d) Cyclical menus 1595 96. 97. 98. 99. 100. GHOA1013 INTRODUCTION TO HOSPITALITY Select a statement which DOES NOT represent managed services a) Guests of managed services are captive clientele. b) Managed services are not housed in host organisations, c) Managed services operations produce food in large quantity. d) The volume of business is mostly consistent. In-flight foodservice management tasks involve the below arrangements except for: a) develop product specification b) arrange purchasing contracts c) plan menu d) determine order quantity has furnishings and upscale décor that is unique to a particular hotel. a) Luxury hotel b) Apartment suite c) Full service hotel d) Boutique hotel Energy management systems DO NOT include: a) Minibar access reporting b) Guest control amenities ©) Central electronic lock control d) Discounts during peak hours are designed to bring together purveyors of products, equipment and services in an environment where they can demonstrate their products and services to attendees. a) Trade shows b) Conventions c) Meetings d) Conferences Which statement is NOT a consideration in menu planning? a) Needs and desires of guests b) The ambience of the restaurant ©) Price and pricing strategy 4) Capabilities of the cooks END OF QUESTIONS 16