Deck 1: Hospitality Spirit

Question 1

In the hospitality industry, perishability means:
• spoiled food that must be discarded
• an unsold airline seat, hotel room, or empty restaurant table
• is intangible so there is no need to worry about it
• cannot be measured

Answer 1

• an unsold airline seat, hotel room, or empty restaurant table

Question 2

The interrelated nature of hospitality and tourism means that:
• one must know all the areas of the industry in order to work in it
• a person must like to travel in order to be a successful cook
• all scopes under the umbrella of the industry have an effect on each other
• advancement is not possible

Answer 2

• all scopes under the umbrella of the industry have an effect on each other

Question 3

The hospitality and tourism industry is:
• a field that offers few opportunities for advancement
• the largest and fastest growing industry in the world
• limited in scope
• only found in large cities

Answer 3

• the largest and fastest growing industry in the world

Question 4

Perfecting service includes:
• having effective leaders who make things happen
• having the knowledge, skills, and attitude required to get the most out of people
• attending programs to enhance professional development
• all of these are examples of perfecting service

Question 5

Which company has the motto, "Ladies and gentlemen taking care of ladies and gentlemen"?
• Ritz- Carlton
• Marriott
• Hyatt
• Holiday Inn

Question 6

Great service:
• Can result in repeat business
• is very simple to achieve
• happens in all hospitality industry
• is not expected by most guests

Question 7

Moments of truth are:
• times when you hope things will work out well
• guest encounters
• times when a business is short staffed and barely makes it through a shift
• not important in the hospitality industry

Question 8

Since it's introduction, the pineapple has been internationally recognized as:
• non-nutritional
• a widely used vegetable in the South
• a symbol of hospitality, friendliness, warmth and cheer
• a gift from sea captains to yacht passengers

Question 9

Which of the following is not part of the hospitality umbrella:
• trucking
• lodging
• recreation
• travel

Question 10

Based on data from the U.S. Census Bureau, graduates with a bachelor's degree can earn approximately _____________ million over a lifetime.
• $1.2
• $1.6
• $2.1
• $2.5

Question 11

Based on the book "At America's Service," which of the following is not one of the seven deadly sins of service:
• Apathy
• Cheerfulness
• Coldness
• Runaround

Question 12

Internal customers are:
• those who have checked into the hotel
• those who have been seated in a restaurant dining room
• loyal customers who return frequently
• the people inside any company who receive or benefit from the output of work done by other in the company

Question 13

Which of the following would not be a moment of truth?
• Calling a restaurant for a reservation
• Server taking your order
• Your car not starting when it is time to leave for a meeting
• Guest calling for directions while trying to find the restaurant

Question 14

A guest is anyone who:
• receives or benefits from the output of someone's work
• stays at a lodging property for more than one night
• is willing to pay for a product
• works in the back of the house

Question 15

According to the National Restaurant Association, when implementing change it is important to do all of the following except:
• State the purpose of the change
• Require all employees to immediately adapt to the change- no questions asked
• Involve all employees in the process
• Monitor, update, and follow up

Question 16

Guest loyalty is:
• keeping guests happy and returning as guests
• putting regular customers before new customers
• over booking reservations for regular customers and putting them first
• not important if you have great food or clean rooms

Question 17

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?
• The American Hotel Association Award for Quality Lodging
• Six Sigma Award
• The Malcolm Baldrige National Quality Award
• The National Restaurant Association Guest Quality Award

Question 18

Approximately what percentage of many countries economies are engaged in service industries?
• 85%
• 30%
• 70%
• 100%

Question 19

In the book, "Service America" there are two basic kinds of service. They are "Help me" and _____________.
• Serve me
• Talk to me
• Fix it
• Ignore it

Question 20

A commitment to excellence should begin:
• after graduation from school
• once a person becomes a manager
• only when someone owns a business
• at the beginning of ones hospitality career

Question 21

The __________ is a symbol of welcome, friendship and hospitality.

Question 22

The __________ forecasts a need for thousands of supervisors and managers for the hospitality industry.

Question 23

The Malcolm Baldrige National Quality Award is the __________ level of national recognition a company can receive.

Question 24

The difference between TQM (total quality management) and QC (quality control) is:
• TQM focuses on error detection while QC focuses on error prevention
• TQM focuses on retention of employees while QC focuses on error detection
• TQM focuses on error prevention while QC focuses on error detection
• TQM focuses on job skills while QC focuses on job performance

Question 25

Disney recognizes that rewarding employees is not a one size fits all system, which of the following is not a way in which Disney employees might be rewarded and/or recognized?
• Recognition of years of service through pins, statutes and a special dinner
• Hosting special social events for cast members and their families
• Management hosts a family Christmas party for cast members after hours
• Employees pay full-price for parking and access to each of the theme parks

Question 26

Etiquette is about:
• how we behave in a given setting
• setting and achieving career goals
• how we react during a stressful interview
• how we handle guests who are upset

Question 27

An employee serving a guest works in the __________ .

Question 28

Which of the following could be considered unethical?
• Seeking a fair and honest profit.
• Working to protect the environment by recycling when no process exists
• Publishing work performance standards
• Accepting a $1000 gift from a purveyor for continuing to use their services.

Question 29

Empowerment is:
• a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization
• allowing all employees to make any decision they want
• a process that eliminates the need for management
• too risky for the hospitality industry

Question 30

With operations in more than 150 countries, ______________________ is one of the largest privately held corporations in the United States and a leader in providing hospitality management, franchising, and direct-to-consumer services.
• Lettuce Entertain You
• Carlson Companies
• Disney
• Marriott

Question 31

All of the following are key elements of Disney's guest service except:
• providing free parking
• training leaders to become coaches
• measuring guest satisfaction
• communicating the traditions and standards of service to all cast members

Question 32

The hospitality industry is unique because of its __________ of product and consumption of service and the perishability of the product.

Question 33

__________ keeps guests happy and creates repeat business, which is less expensive than attracting new guests.

Question 34

In order to empower employees, managers should do all of the following except:
• Take risks and delegate
• Share information and foster a learning environment
• Involve employees
• Belittle employees for making poor decisions

Question 35

__________ is a participatory process that provides and opportunity for employees of all levels to work in groups to establish guest service expectations and determine the best way to meet or exceed guest expectations.

Question 36

35

Question 37

TQM or Total Quality Management is:
• impossible to implement in the hospitality industry
• best used in a manufacturing environment
• can only be used in back of the house departments
• a continuous process that works best when managers are also good leaders

Question 38

A housekeeper cleaning a room, a server taking an order or an event planner answering the phone are all examples of a __________ .

Question 39

Ethics is:
• not about personal value systems
• a set of moral principles and values used to answer questions about right and wrong
• not important in the service industry
• only a management concern

Question 40

The __________ are the people who work inside the company and receive or benefit from the output of work done by others in the company.

Question 41

"We create happiness" is the mission statement of __________ corporation.

Question 42

Disney __________ is a program designed for Disney managers to become acculturated and learn the Disney way.

Question 43

A feeling of partnership in which employees feel responsible for their jobs and that they have a stake in the success of the organization is known as __________ .

Question 44

A __________ is the career progression available in each segment of the hospitality industry.

Question 45

__________ are a set of moral principles and values that people use to answer questions about what is right or wrong.