Question 1

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

Accepted Answer

The answer of The __________ is a symbol of welcome,...

Question 2

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

Accepted Answer

The answer of The __________ forecasts a need for thousands...

Question 3

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

Accepted Answer

The answer of The Malcolm Baldrige National Quality Award is...

Question 4

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

Accepted Answer

The answer of The difference between TQM (total quality management)...

Question 5

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

Accepted Answer

The answer of Disney recognizes that rewarding employees is not...

Question 6

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

Accepted Answer

The answer of Etiquette is about: 
• how we behave...

Question 7

An employee serving a guest works in the __________ .

Accepted Answer

The answer of An employee serving a guest works in...

Question 8

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.

Accepted Answer

The answer of Which of the following could be considered...

Question 9

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

Accepted Answer

The answer of Empowerment is: 
• a feeling of partnership...

Question 10

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

Accepted Answer

The answer of With operations in more than 150 countries,...

Question 11

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

Accepted Answer

The answer of All of the following are key elements...

Question 12

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

Accepted Answer

The answer of The hospitality industry is unique because of...

Question 13

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

Accepted Answer

The answer of __________ keeps guests happy and creates repeat...

Question 14

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

Accepted Answer

The answer of In order to empower employees, managers should...

Question 15

__________ 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.

Accepted Answer

The answer of __________ is a participatory process that provides...

Question 16

35

Accepted Answer

The answer of 35...

Question 17

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

Accepted Answer

The answer of TQM or Total Quality Management is: 
•...

Question 18

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

Accepted Answer

The answer of A housekeeper cleaning a room, a server...

Question 19

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

Accepted Answer

The answer of Ethics is: 
• not about personal value...

Question 20

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

Accepted Answer

The answer of The __________ are the people who work...

Quiz 1: Hospitality Spirit

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

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

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

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

An employee serving a guest works in the __________ .

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.

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

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

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

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

__________ 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.

35

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

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

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

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