Deck 1: Introducing Hospitality

Question 1

Which of the following would NOT be a moment of truth?

A) server takes your order
B) calling a restaurant for a reservation
C) hostess greets you and asks you to wait
D) your car will not start when it is time to go to the restaurant

Answer 1

D

Question 2

Each of the following is a characteristic of the Hospitality Industry EXCEPT:

A) the service product and the guest are separate
B) no such thing as business hours
C) product is intangible and perishable
D) characterized by shift work

Answer 2

A

Question 3

You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the time they arrive at the
terminal to the time they land in LA.

Answer 3

The list will vary from student to student, depending on their perspective. Some lists will be all inclusive and some will be more limited to the moments that they more passionate about. Stress the importance of every nuance of the service experience.

Question 4

Recruiters are looking for

A) creativity
B) well -rounded candidates
C) service -oriented people
D) honesty

Question 5

In the hospitality industry the concept of perishability means

A) it is intangible
B) spoiled food that must be discarded
C) it cannot be measured
D) an unsold airline seat, hotel room or empty restaurant table

Question 6

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Question 7

Guest calls for reservations and a guest welcome are both examples of what?

A) Moments of Reason
B) Moments of Fact
C) Moments of Truth
D) Moments of Reality

Question 8

Since its introduction, the pineapple has been internationally recognized as

A) a symbol of hospitality
B) a widely used vegetable in the southwest
C) a symbol of danger
D) non -nutritional

Question 9

Inseparability refers to

A) hospitality products being inherently heterogeneous
B) hospitality products are tangible
C) the fact that production and consumption occur simultaneously
D) the fact that production and consumption occur independently

Question 10

Key to being successful in the hospitality industry is

A) waiting tables
B) being service oriented
C) knowing how to cook
D) bartending skills

Question 11

Empowerment is

A) a process that eliminates the need for management
B) allowing all employees to make any decision they want
C) delegated to management only
D) a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success

Question 12

TQM focuses on

A) profit
B) guest's needs
C) error prevention
D) error detection

Question 13

Intangible means

A) A souvenir purchased as a gift
B) Something the guest uses but does not possess
C) assets of the business
D) physical property

Question 14

The concept of protecting the natural resources of the planet while achieving corporate profitability

A) sustainability
B) perishability
C) productivity
D) operational values

Question 15

Quality guest service requires that we

A) increase service advertising
B) Focus on food quality
C) understand our guest's needs
D) prioritize our profit motive

Question 16

The central focus in hospitality is

A) provide a profit
B) guest service
C) communication
D) attitude

Question 17

One of the most important in -room amenities that enables guest satisfaction is

A) remote control
B) mini -bar
C) TV
D) internet
E) air conditioning

Question 18

Anyone who receives or benefits from the output of someone's work is

A) a vendor
B) an employee
C) internal guest
D) a guest

Question 19

Internal customers are

A) hotel guests
B) restaurant dining room customers
C) the employees
D) loyal customers who return often

Question 20

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences.

Question 21

Discuss the pros and cons of an internship program, a job -shadowing program, and a mentoring program. Which do you think is most effective and why?

Question 22

Using the concept of "sustainability," describe at least three goals your hotel may target that will help to ensure a healthy and protected local environment and also achieve economic prosperity.

Question 23

You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples.

Question 24

You are being interviewed for an entry -level management position with a cruise line. Generate a list of five questions that you think would best allow you to portray yourself as the perfect candidate for the job.