Deck 1: Introducing Hospitality

Question 1

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

Answer 1

B

Question 2

Inseparability refers to

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

Answer 2

A

Question 3

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

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

Answer 3

B

Question 4

Quality guest service requires that we

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

Question 5

Internal customers are

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

Question 6

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

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

Question 7

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

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

Question 8

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.

Question 9

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

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

Question 10

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 11

Since its introduction,the pineapple has been internationally recognized as

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

Question 12

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

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

Question 13

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

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

Question 14

TQM focuses on

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

Question 15

Recruiters are looking for

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

Question 16

In the hospitality industry the concept of perishability means

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

Question 17

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 18

The central focus in hospitality is

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

Question 19

Key to being successful in the hospitality industry is

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

Question 20

Empowerment is

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

Question 21

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.

Question 22

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 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

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.