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Hospitality And Tourism

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. A food server Who has mixed up an order and brought the wrong menu items is an example of ______ contributing to customer complaints.
Employee.
The business's image.
Prepare a report.
Fear the unknown.

2. Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for travelers...
Being efficient.
Network with others who have expertise in the industry.
Marketing.
Motel.

3. Which of the following is a growing trend that is having a significant impact on the hospitality and tourism industry...
It allows you to have a year-long budget in place at all times.
Something was sent with the letter.
Flexible work schedules.
Meeting deadlines.

4. What is the core product that cruise lines provide passengers?
Using a News Release.
Supporting Documents.
Shows the parts of a business transaction.
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.

5. An import ant personality trait in hospitality and tourism is leadership - Which is demonstrated by individuals when they...
Specific. Goals should be as specific as possible - not stated in general terms.
Guide the actions of others.
Network with others who have expertise in the industry.
Agree on ground rules for behavior.

6. When Jane filled out her expense account - she included the cost of a breakfast that was actually free with her hotel room. Jane's action is a form of
Noninteractive content
Cheating.
Respondents are more likely to misunderstand online questionnaires.
Product extensions. A product extension is a good or service added to an existing product line or product category.

7. When Mal got a new job - he made sure he knew how to use the cash register - became familiar with all the products and prices and kept his work organized. In what way did he demostrate customer service mindset?
Ask clarifying questions often.
Being efficient.
Accomodate
Package.

8. What do managers often do after a project has been successfully completed?
Prepare a report.
Something was sent with the letter.
Yes - he should already have sent a follow-up letter.
Medical kit and cellular phone.

9. One of the responsibilities of the business activity mof human resources management is to?
Follow the instructions on the computer terminal screen.
Type
Package.
Hire employees.

10. One reason that hotels create guest history records is to provide information for use by the hotel's __________ staff
Possible objections.
Marketing.
Each member agrees to the same course of action.
Competing.

11. Which of the following would not be part of the responsibilities of a hotel's maintenance department...
Baby Sitting.
Selling goods.
Increased production.
Product extensions. A product extension is a good or service added to an existing product line or product category.

12. When developing persuasive business letters it is important for the writer to think about the reader's...?
Possible objections.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
Money.
It allows you to have a year-long budget in place at all times.

13. The friendly reception and treatment of guests
An airline flying customers to their destination.
Hospitality
Remain competitive.
To simplify complex information.

14. What is a type of material often included as attachment to the appendix of short reports?
Supporting Documents.
Follow the instructions on the computer terminal screen.
Hidden costs.
Hire employees.

15. Maintaining comprehensive records about its customers' purchasing habits helps a company to
Plan future business activities.
Equilibrium. Also called market clearing price.
Written reports.
Offer dissimilar products.

16. What does an enclosure notation in a business letter signify?
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Something was sent with the letter.
Agree on ground rules for behavior.
Network with others who have expertise in the industry.

17. What is a technique that can be used to provide a positive attitude over the phone?

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18. Which of the following has a significant impact on the composition of a print ad...
Marketing.
Color Harmonies
Specific credit-card procedures.
Silent customers.

19. Before returning an advertising proof to the newspaper - the advertiser should
Product extensions. A product extension is a good or service added to an existing product line or product category.
Check for and mark all errors in the ad.
Database.
Browser

20. A hotel wants to purchase computer software that would store - manage - and retrieve customer information in order to better serve customer needs and increase sales. What type of software should the hotel buy?
Database.
Making a profit.
Be a team player.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.

21. Which of the following is a reason why hospitality and tourism businesses try to decrease their operating expenses...
Hospitality and recreation cluster
To increase profit.
Product/service management.
Smile often. They can be 'heard' over the phone.

22. Publications that provide specific information about particular fields and new products and styles are known as
Trade journals. These publications - also known as trade papers - enable businesses to keep abreast of current trends in the field.
Specific credit-card procedures.
Supporting Documents.
Marriott provides a home page on the Web and offers online booking for locations worldwide.

23. What is a guideline employees should follow to be good listeners?
Specific credit-card procedures.
Package.
Meeting deadlines.
Ask clarifying questions often.

24. Which of the following is a purpose of using color in advertising...
To affect a mood.
Remain competitive.
Flexible work schedules.
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.

25. Participating in community outreach activities might be considered a form of
Prepare a report.
Promotion.
Written reports.
Package.

26. Which of the following is a true statement about accident prevention...
Shows the parts of a business transaction.
The dependability of the supplier
Employees can reduce their risk for accidents by practicing good health habits.
Meeting deadlines.

27. Occupations involved in providing pleasure for people involved in leisure-time activities
Medical kit and cellular phone.
Hospitality and recreation cluster
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
It is legal to overbook a flight.

28. Asking customers to sign a guest book during a restaurant's grand opening provides an opportunity to
Fear the unknown.
Create a mailing list.
Economic
Prepare a report.

29. Which of the following statements regarding using the Internet to administer questionnaires is true...
Board game.
Hire employees.
Respondents are more likely to misunderstand online questionnaires.
Medical kit and cellular phone.

30. Three types of communication usually found in a business with a formal communication newtwork are...
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
Promotion.

31. Information that will help with the decision-making process
Create a mailing list.
Written reports.
Work.
Modify existing photographs.

32. A large company that owns a chain of economy hotels recently developed plans to start a chain of upscale hotels. This is an example of
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Noninteractive content
Asking for clarification.

33. While conducting an environmental scan - a convention bureau obtained information revealing that consumer confidence was gaining strength in the nation. This is an example of a(n) __________ factor.
Create a mailing list.
Package.
Board game.
Economic

34. Hospitality and tourism businesses maintain accurate records of their income and expenses in order to comply with the government's
When the manufacturer sells it's products on website. Vertical conflict in a channel of distribution occurs when there is disagreement between different levels of members in the same channel
Smile often. They can be 'heard' over the phone.
Tax laws. Hospitality and tourism businesses keep records about their income - expenses - and equipment depreciation because they are required by law to file tax returns.
Color Harmonies

35. Which of the following is a characteristic of travel and tourism marketing...
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services
Approach.
Bid process.
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.

36. One of the most effective methods of locating job leads is asking for tips from...
Internal. This is information you obtain by constantly monitoring your own actions.
Friends.
Written reports.
Medical kit and cellular phone.

37. To develop effective political relationships within an organization - it is important for an individual to
Be a team player.
Each member agrees to the same course of action.
Ask clarifying questions often.
Yes - he should already have sent a follow-up letter.

38. Which of the following is a way to show interest and enthusiasm...
Flexible work schedules.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
Meeting deadlines.
Accomodate

39. What is the most efficient way to follow procedures for processing complimentary offers - coupons - and discounts at an amusement park?
Cheating.
Follow the instructions on the computer terminal screen.
Economic
Jurisdiction. Some courts do specific types of disputes etc.

40. Feedback that you receive from self-evaluation is called __________ feedback.
Hospitality and recreation cluster
Network with others who have expertise in the industry.
An open also know as public corporation where investors can buy stock.
Internal. This is information you obtain by constantly monitoring your own actions.

41. representative from a local distributor shows you calendars featuring photos of the most scenic locations within the community - a board game developed by the local chamber of commerce - a Fourth of July banner - and a holiday ornament designed by se
Board game.
Work.
Smile often. They can be 'heard' over the phone.
Network with others who have expertise in the industry.

42. A hotel's employees are usually expected to dress in a manner which reflects

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43. Jayne earns extra money by giving riding lessons to elementary-school students at a summer camp. Today - one of his young students nearly falls off the horse and starts crying. Jayne isn't sure how to calm the student's nerves. This is an example of
Antirobbery systems.
Board game.
Work.
Friends.

44. Which of the following examples best illustrates the concept of promotion in the hospitality and tourism industry...
Written reports.
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Yes - he should already have sent a follow-up letter.
Possible objections.

45. In what primary way does a T account benefit an accountant in maintaining financial records?
Fear the unknown.
Offer dissimilar products.
Selling goods.
Shows the parts of a business transaction.

46. Servers who can easily sell patrons additional food or beverage items they had not originally planned to buy are using __________ selling.
Guide the actions of others.
Be a team player.
Medical kit and cellular phone.
Suggestion.

47. Slow/Methodical customers take alot of time to make buying decisions because they are either indecisive or shy. Shy customers are refered to as___________ customers.
Silent customers.
Suggestion.
Board game.
Tax laws. Hospitality and tourism businesses keep records about their income - expenses - and equipment depreciation because they are required by law to file tax returns.

48. Mal just received a letter telling him that someone else had been hired for a job for which Mal had been interviewed. Since Mal didn't get the job - does he need to write an interview follow-up letter to the company
Internal. This is information you obtain by constantly monitoring your own actions.
An open also know as public corporation where investors can buy stock.
Retaining.
Yes - he should already have sent a follow-up letter.

49. What hospitality service is a hotel employee most likely to recommend to a guest with young children?
Package.
Baby Sitting.
Each member agrees to the same course of action.
Selling goods.

50. Managers who make a return on the business investment are
Promotion.
Being efficient.
Making a profit.
Competing.

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Hospitality And Tourism

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