Deck 1: Hospitality Spirit

Question 1

In the book, "Service America" there are two basic kinds of service. They are "Help me" and ________.

A)Fix it
B)Serve me
C)Talk to me
D)Support me

Answer 1

A

Question 2

A guest is anyone who:

A)travels further than 50 miles
B)receives or benefits from the output of someone's work
C)is willing to pay for a service product
D)stays at a lodging property for more than one night

Answer 2

B

Question 3

When, "…someone in the back of the house is serving someone in the front of the house…" This is called:

A)checks and balances
B)work ethics
C)work-place dynamics
D)the essence of teamwork

Answer 3

D

Question 4

Approximately what percentage of the U.S. economy is engaged in service industries?

A)100%
B)70%
C)30%
D)85%

Question 5

A commitment to excellence should begin:

A)at the start of the college career
B)after graduation from school
C)once a person becomes a manager
D)at the beginning of ones hospitality career

Question 6

According to the National Restaurant Association, when implementing change it is important to do all of the following except:

A)involve all employees in the process
B)state the purpose of the change
C)monitor, update, and follow up
D)require all employees to immediately adapt to the change

Question 7

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

A)apathy
B)runaround
C)coldness
D)make eye contact

Question 8

Which of the following is not part of the hospitality umbrella:

A)recreation
B)lodging
C)trucking
D)travel

Question 9

TQM or Total Quality Management is:

A)difficult to implement in the hospitality industry
B)a continuous process that works best when managers are also good leaders
C)is usually used only in back of the house operations
D)most effective in an environment where computers are used

Question 10

Question 11

Empowerment is:

A)very risky for the hospitality industry
B)allowing all employees to make their own decisions
C)a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization
D)a process that eliminates the need for middle management

Question 12

Internal customers are:

A)loyal customers who return frequently
B)the people inside any company who receive or benefit from the output of work done by others in the company
C)those who have checked into the hotel
D)those who have been seated in a restaurant dining room

Question 13

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?

A)Six Sigma Award
B)The National Restaurant Association Guest Quality Award
C)The Malcolm Baldrige National Quality Award
D)The American Hotel Association Award for Quality Lodging

Question 14

The interrelated nature of hospitality and tourism means that:

A)all scopes under the umbrella of the industry have an effect on each other
B)a person must like to travel in order to be a successful restaurant manager
C)hospitality employees make the best tourists
D)one should know all the areas of the industry in order to work in it

Question 15

Great service:

A)is not expected by most guests
B)is very simple to achieve
C)happens in all hospitality industry
D)can result in repeat business

Question 16

In the hospitality industry, perishability means:

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

Question 17

Guest loyalty is:

A)keeping guests happy and returning as future guests
B)over booking reservations for regular customers and giving them priority
C)not important if you have great food
D)putting regular customers before first-time customers

Question 18

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

A)Server taking your order
B)Your car not starting when it is time to leave for your reservation
C)Calling a restaurant for a reservation
D)Guest calling for directions while trying to find the restaurant

Question 19

Moments of truth are:

A)infrequent in the hospitality industry
B)times when a business is short staffed and makes it through a shift without "comping" meals
C)guest encounters
D)times when you hope things will work out well

Question 20

Since it's introduction, the pineapple has been internationally recognized as:

A)a widely used vegetable in the South
B)a symbol for food establishments
C)a symbol of hospitality, friendliness, warmth and cheer
D)a gift from sea captains to yacht passengers

Question 21

An employee serving a guest will most often work in the ________.

Question 22

Which of the following could be considered unethical?

A)Accepting a gift from a purveyor for continuing to use their services.
B)Publishing work performance standards
C)Seeking a fair and honest profit.
D)Working to protect the environment by recycling when no process exists

Question 23

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

Question 24

A ________ is someone who receives or benefits from the output of someone's work.

Question 25

The ________ represents the employees that are serving someone in the front of the
house

Question 26

We have a 1,400 room hotel and sell only 1,200 rooms thus losing the revenue for 200
rooms. This represents the ________ of product.

Question 27

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

Question 28

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

Question 29

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

Question 30

________ is a participatory process that provides an 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 31

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

Question 32

Outstanding ________ leads to guest loyalty.

Question 33

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 34

Etiquette is about:

A)how we react during a stressful interview
B)how we handle guests who are upset
C)setting and achieving career goals
D)how we behave in a given setting

Question 35

The Disney service model begins with a ________

Question 36

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

Question 37

Ethics is:

A)a cost to the service industry
B)a set of moral principles and values used to answer questions about right and wrong
C)not about personal value systems but business values
D)normally just a management concern

Question 38

All of the following are key elements of Disney's guest service except:

A)providing complimentary parking
B)training leaders to become coaches
C)communicating the traditions and standards of service to all cast members
D)measuring guest satisfaction

Question 39

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 40

In order to empower employees, managers should do all of the following except:

A)involve employees
B)share information and foster a learning environment
C)take risks and delegate
D)hold employees accountable for making decisions

Question 41

"Service Spirit" may be defined differently for different people. List and describe three characteristics of a
good server.

Question 42

Identify five moments of truth and what you would do to make them positive.

Question 43

You are the manager of a dining room; briefly describe three characteristics that would create guest loyalty
and repeat business?

Question 44

List three ways in which the back of the house serves the front of the house to meet guest needs and
expectations.

Question 45

List five trends that have an impact on the hospitality industry and provide one example of each.