Final Exam Review. ECON 296.
Your final exam will be completely essay. Each of the questions below will be assigned a point value. You will
answer your choice of these questions that total 100 points. Partial credit will be given.
(15) Question 1: Describe a food and beverage director’s day.
Answer:
 Checking messages, reading logs, and communicating with all sub-departments to ensure that everything
is running well and efficiently
 Communicate with executive chef and other department heads
 Observe work being done and identify any problems, glitches, or setbacks
 Visit other department heads outside of food and beverage such as human resources, front office, and
sales
 Special projects and assignments and other relationship type management
 More communication with departments to prepare for upcoming events such as happy hours and special
dinner arrangements
(10) Question 2: Where do the director of catering and the catering sales manager obtain their information?
Answer: Information and business leads typically come from (See text pp. 233-234):
 The hotel’s director of sales
 General managers
 Corporate office sales department
 Convention and visitors bureau
 Reading the event board of competitive hotels
 Rollovers
 Cold calls
(10) Question 3: What are the various styles used when setting up a meeting room?
Answer: Depending on the client’s needs setups are as follows:
 Theater Style – used with multimedia presentation. Requiring more space for reverse image projections.
This style therefore reduces the room’s seating capacity.
 Classroom Style – as the name suggests, participants often need space to take notes. Usually takes up
about 3 times as much space as theater style.
 Horseshoe Style – frequently used when interaction is sought among the delegates, such as training
sessions and workshops.
 Dinner Style – frequently used in the form of large round tables primarily for parties and association
dinners.
(15) Question 4: Describe the different types of restaurants and give examples of each. Highlight some of the
characteristics that make up the specific restaurant types.
Answer: There are two main categories: independent and chain restaurants.
 Other categories include designations as full-service, casual, and quick-service restaurants. Some may
fall into two categories – i.e., Taco Bell, which is both ethnic and quick-service. (p. 255)
 Independents are typically owned by one or more owners usually involved in the day-to-day operation
of business. (p. 256)
 Chain restaurants comprise a group of restaurants, each identical in market, concept, design, service,
food, and name. (p. 256)
 Full-service = fine dining, casual, theme, celebrity, steak houses, and ethnic.
(p. 256)

Casual = mid-scale, family, ethnic. (p. 262)
(10) Question 5: Briefly explain American Service, French Service and Russian Service.
Answer:
 American Service consists of simplified Russian Service techniques. The food is prepared and
appealingly placed onto individual plates in the kitchen, carried into the dining room and served to
guests. This method tends to be quicker for the fast paced American lifestyles (text page 284).
 Russian Service involves filling a large platter with a set menu of foods; at the table the foods are served
from the platter and portioned out onto the dinners’ plates.
 French Service involves partial or full preparation of food in the kitchen or at tableside. Carts or
guerdons may be used to finish the food at tableside. It is very elegant service.
(15) Question 6: How are managed services different from commercial food operations?
Answer: Managed services are different from commercial operations in several ways:
 Managed service operators must meet the needs of both the guest and the client. In a restaurant, the
challenge is to please the guest.
 Often, they have “captive” audiences.
 Many managed service operations are housed in “host” organizations that do not have foodservice as
their primary business.
 Most managed service operations prepare food in large quantities to be served during specific hours.
This is called batch cooking.
 The volume of business is more consistent and easier to forecast.
(25) Question 7: Briefly explain some of the tasks the foodservice manager performs. What makes each task so
important?
Answer: Looking at the previous question’s response we will discuss three tasks and their importance. (pp.
326-28).
a. Employee Relations: It is important for the manager to maintain employee relations in order to
keep the organization running efficiently and effectively. Employee relations involve discussing
and establishing:
Business vs. personal need
Rewards and recognition
Substance abuse guidelines and programs
Positive work environment
Coaching/facilitating vs. directing
b. Human Resource Management: Although a position or separate human resources department
may exist, management at all levels and departments plays a significant role in human resources.
The importance can be illustrated by the following tasks:
Recruiting/training/evaluating
Wage/salary administration
Compliance with Federal/State Laws/EEO/Senate Bill 198
Disciplinary actions/termination/unemployment
c. Food Production/Service: The foodservice manager oversees production and service to ensure
quality performance and efficient production. Management is involved with:
Menu/recipe development
Menu mix vs. competition
Food waste/leftover utilization
Production records/Control/Merchandising
Presentation
(15) Question 8: Name and describe 3 US National Parks. Tell where they are located.
Answer: 3 major US National parks are: Possible answers are . . .
 Yellowstone NP: Established in 1872, Yellowstone National Park is America's first national park.
Located in Wyoming, Montana and Idaho, it is home to a large variety of wildlife including grizzly
bears, wolves, bison, and elk. Preserved within Yellowstone National Park are Old Faithful and a
collection of the world's most extraordinary geysers and hot springs, and the Grand Canyon of the
Yellowstone.
 Hawaii Volcanoes National Park: Hawai‘i Volcanoes National Park displays the results of 70 million
years of volcanism, migration, and evolution -- processes that thrust a bare land from the sea and clothed
it with unique ecosystems, and a distinct human culture. The park highlights two of the world's most
active volcanoes, and offers insights on the birth of the Hawaiian Islands and views of dramatic volcanic
landscapes.
 Grand Canyon National Park: Located in Arizona The Grand Canyon National park is a powerful and
inspiring landscape, the Grand Canyon overwhelms the senses through its immense size; 277 river miles
(446km) long, up to 18 miles (29km) wide, and a mile (1.6km) deep. Visitors can access the popular
South Rim ALL YEAR. The North Rim can sometimes close in winter for weather. Visitors can hike
or take mule rides down to Phantom Ranch on the Canyon floor.
Grand Teton National Park: Located in northwestern Wyoming, Grand Teton National Park preserves a
spectacular landscape rich with majestic mountains, pristine lakes and extraordinary wildlife. The abrupt
vertical rise of the jagged Teton Range contrasts with the horizontal sage-covered valley and glacial
lakes at their base, creating world-renowned scenery that attracts nearly four million visitors per year.
 Yosemite National Park: Located in California is one of the first wilderness parks in the United States,
is best known for its waterfalls, but within its nearly 1,200 square miles, you can find deep valleys,
grand meadows, ancient giant sequoias, a vast wilderness area, and much more.
 Glacier International Park: Located in Montana and Canada this park is formed by Glaciers. Hiking,
camping, wildlife viewing and recreation are popular. One of the most amazing highlights of Glacier
National Park is a drive on the Going-to-the-Sun Road. This engineering marvel spans 50 miles through
the park's wild interior, winding around mountainsides and treating visitors to some of the best sights in
northwest Montana.
(10) Question 9: Define the following:
a) Wagered
b) Bet
c) Handle
d) Win
e) Action
f) Beat the House
g) Social gambler
Answer (page 418):
a) Wagered – an amount or object risked in a wager.
b) Bet – same as wagered.
c) Handle – the total bet amount.
d) Win – the net amount of spending by the customer.
e) Action – playing a game of risk for the thrill and the chance of making money.
f) Beat the House – win more than they lose from a casino.
g) Social gambler – customers who play a game of risk as a form of entertainment and social activity,
combining gambling with many other activities during their visit.
(10) Question 10: What does the Indian Gaming Regulatory Act of 1988 consist of?
Answer: The IGRA provides a framework by which games are conducted to protect both the tribes and the
general public. The three objectives of the IGRA were: (a) provide a statutory basis for the economic
development, self-sufficiency, and strong tribal government; (b) provide a statutory basis for the regulating of
gaming by a Native American tribe adequate to shield it from organized crime and other corrupting influences;
and (c) establish an independent regulatory authority, The National Indian Gaming Commission (NIGC), for
governing gaming activity on Native American lands. (pp. 426-427)
(15) Question 11: Define the five types of meetings:
1. Forum
2. Seminar
3. Workshop
4. Clinic
5. Symposium
Answer: (page 447)
1. Forum – an assembly for the discussion of common concerns. Usually experts in a given field take
opposite sides of an issue in a panel discussion with liberal opportunity for audience participation.
2. Seminar – a lecture and a dialogue that allows participants to share experiences in a particular field. An
expert discussion leader guides a seminar and usually thirty or fewer persons participate.
3. Workshop – a small group led by a facilitator or trainer. It generally includes exercises to enhance skills
or develop knowledge in a specific topic.
4. Clinic – a workshop-type educational experience in which attendees learn by doing. A clinic usually
involves small groups of people interacting with each other on an individual basis.
5. Symposium – an event at which experts discuss a particular subject and opinions are gathered.
(10) Question 12: What is a Marketing Mix in the convention advertising business?
Answer:
 The Product must suit the wants and needs of the target market and is positioned to do so.
 Price impacts the success or failure of product; must be associated with value.
 Place/location means the market can access the product.
 Promotion’s goal is consumer awareness of the product’s existence; then, need to know how product or
service will meet their needs. Consumers must like it and prefer over the competitor product.
 People = Hospitality is a people business and the service given to guests makes the difference. To be a
successful marketer, it’s vital to understand differences among people’s preferences in different areas as
well as the need for proper research before introducing a new product.
(10) Question 13: Why is service so important?
Answer: Service is so important given the fact that 70 percent of the American and Canadian economies are
service driven. Also, an increasing percentage of other countries are engaged in service industries. As
mentioned previously, the economic impact that the service industry has made makes competition a vital part of
not only the industry, but also success in the industry. Therefore, not only knowing what service is but also
continuously improving on it are only some of the factors that illustrate the importance of service (pp. 13-17).
(25) Question 14: List five attributes, traits, and characteristics of a leader.
Answer:
Attributes
Traits
Apply your own particular
Integrity
brand of leadership to the operation
Manage change effectively
Foster teamwork
Motivate employees with challenges and goals
Make sure you deliver on your promises
Willingness to teach and
share power
Honesty
Good communication
Confidence
Characteristics
Strong sense of purpose
Persistence
Socially responsible
Always seeks new learning experiences
Establishes relationships based on trust and respect
(15) Question 15: What is the Disney Service model>
Answer:
The Disney service model:
It begins with a Smile.
Make Eye contact and use body language.
Respect and welcome all guests.
Value the magic.
Initiate guest contact.
Create service solutions.
End with a “thank you.”
(10) Question 16: Explain the Tourism Multiplier Effect. How is it used?
Answer: Tourism produces effects beyond travel, hotels, restaurants, and souvenirs. The money earned by
transportation companies, hotels, and shops is used by local workers to purchase more goods, pay wages, etc.
The money flows through the economy from hand to hand. This chain reaction continues until the money is
used to purchase something outside of the area, which is called leakage. It is used to relate the economic effect
of tourism dollars injected into a destination or the effect of a large meeting or convention on the local
economy.
(20) Question 17: Define and describe tourism.
Answer: Tourism can be defined as the business of attracting, transporting, and accommodating guests’ needs.
People are motivated to travel to relax, by the desire to meet new people, to visit relatives, to get to know
new cultures, or the desire for attention, recognition, and entertainment.
Tourism is the fastest growing industry and the largest employer in the world. Travel and tourism supports
more than 200 million jobs worldwide. This represents about 7.8% percent of the global workforce
according to the World Travel and Tourism Council (WTTC).
Tourist spending produces a secondary financial impact that ripples in to other businesses. This is known as
the multiplier effect. Tourism is also likely to have a great impact on the economies of developing countries
by bringing new revenues and infrastructure. National Offices of Tourism (NOT) seek to improve the
economy of the country they represent by increasing tourist visitations. The World Tourism Organization
(WTO) represents all national and official tourism interests of its members. International Development
Organizations further tourism development, and the United Nations Development Program (UNDP) assists
countries with a variety of development projects.
(15) Question 18: What characteristics do the following hotel segments encompass?
a. City center hotels
b. Resort hotels
c. Airport hotels
d.
e.
f.
g.
h.
Freeway hotels and motels
Full-service hotels
Economy/budget hotels
Extended-stay hotels
Bed and breakfast inns
Answer:
a. Location is key; hotels provide a range of accommodations and service to leisure and business
travelers.
b. Fast transportation to formerly remote destinations allows these hotels to provide leisure and
recreational activities.
c. Large numbers of arriving and departing visitors who need accommodations, saving a trip to
downtown.
d. Reasonable, convenient, few frills.
e. A wide range of facilities, services, and amenities, especially in the luxury category.
f. Clean, no frills, no restaurants.
g. Cater to business travelers and relocating families.
h. Simple processes, homelike atmosphere.
(20) Question 19: Define and describe yield management.
Answer: Yield management is a demand forecasting technique that is used to increase profitability. It is
based on the economics of supply and demand.
Although management would like to sell every room at the highest rack rate, this is not possible.
Conventions, groups, and organizations are often granted a reduced room rate as an incentive to stay at a
particular property.
Group reservations tend to be made months in advance, whereas individual reservations are usually made a
few days before arrival.
Yield management will monitor reservations and based on previous trends and current demand, will
determine the number and type of rooms to sell at what price to obtain the maximum possible. In general,
reservations made far in advance will be charged a lower room rate than reservations made close to the date
of arrival.
Some disadvantages to yield management are that it fails to consider multiple day stays through various
demand periods and the impact of “sticker shock” -- when a guest may call for a reservation a few days in
advance of a stay and the rate quoted (to maximize revenues) is higher than the guest is willing to pay.
(15) Question 20: What is the primary purpose of a hotel? What are some important traits that can guarantee
their success?
Answer: The primary purpose of a hotel is to provide accommodations and lodging. They are meant to provide
all the comforts of home to those away from home. They exist to serve society and at the same time make a
profit. For the successful operation of a hotel, general managers need to empathize with the diversity of
cultures of both guests and employees. For example, in Asia, hotels with floors numbered four are not
likely to be successful because the pronunciations of the number four and the Japanese word for death sound
the same. Architectural details are also of cultural importance. For example, a Westin opened on Hawaii
with a fantasy theme, which did not match Hawaiian resort culture. It is important to adjust the theme,
construction, and outlook of the hotel to the culture it is trying to attract. For efficient operation of the
company, the different values and ethics of employees need to be accepted.
(15) Question 21: From our in-class movie The Last Holiday give clear examples of the following:
1.
2.
3.
4.
5.
6.
Bad management traits
A moment of truth in service
A characteristic of the modern airline industry
Casino gaming
French cuisine
Employee benefits
(20) Question 22: What did you learn from another group’s Group Report? 100 words or more. Be specific.