MSU HB 100 Final Exam Questions and Answers with complete solution

Guest loyalty - keeping guests happy and returning often Empowerment - a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization success Pineapple - the symbol of welcome, friendship and hospitality Sustainability - the concept of protecting the natural resources of the planet while still achieving corporate profitability is called Being a service-oriented person - Key to being successful in the hospitality industry is Internal customers - the employees and associates are the _____ Ethics - a set of moral principles and values used to answer questions about right and wrong Self-assessment - its purpose is to measure strengths and weaknesses Moments of Truth - Guest calls for reservations and a guest welcome are both examples of what? Inseparability - the fact that production and consumption occur simultaneously forecasting demand - Experienced Room Service Managers know one of the most important challenges to the room service operation is: Chief Steward - Maintaining strict inventory control for glassware, china, and cutlery are responsibilities of the _____Catering Event Order - the document prepared for the catering department to follow that contains all of the critical info about the event is the: Covers-per-person-hour - Labor cost benchmarks are measured by: 25-30% - An acceptable profit margin for food in a hotel is ______% Intangible - this means cannot be perceived by the senses Methode champenoise - a second fermentation in the bottle, resulting in a unique sparkling quality Dram shop legislation - legislation that governs the sale of alcoholic beverages is known as: corn mixed with rye - Where is bourbon whisky made from? Beer - This is made from malted barley and starchy cereals flavored with hop