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

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2. Your supervisor has given you a job to do which must be completed before you leave for the day. Another employee has finished her assignment and offers to help you. This person is demonstrating
Increased production.
Silent customers.
Motel.
Initiative.

3. What is the most efficient way to follow procedures for processing complimentary offers - coupons - and discounts at an amusement park?
Create a mailing list.
Follow the instructions on the computer terminal screen.
Flexible work schedules.
Bid process.

4. 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
Yes - he should already have sent a follow-up letter.
Each member agrees to the same course of action.
Marriott provides a home page on the Web and offers online booking for locations worldwide.
The business's image.

5. Which of the following pieces of marketing information would be most useful to hotel staff wanting to personalize a repeat guest's stay at the hotel
Room accommodations that the guest has selected in the past.
Marketing.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Create a mailing list.

6. A hotel purchases theater tickets for upcoming plays - arranges discounts at local restaurants - and advertises that - for one price - a guest can stay at the hotel - receive two tickets to a play - and a discount on meals. This special promotion is
Smile often. They can be 'heard' over the phone.
Package.
Company handbook.
To affect a mood.

7. One of the responsibilities of the business activity mof human resources management is to?
Company handbook.
Maintaining.
To increase profit.
Hire employees.

8. Feedback that you receive from self-evaluation is called __________ feedback.
Baby Sitting.
Internal. This is information you obtain by constantly monitoring your own actions.
Fear the unknown.
To affect a mood.

9. 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
Package.
Room accommodations that the guest has selected in the past.
Bid process.
Board game.

10. One of the most effective methods of locating job leads is asking for tips from...
Friends.
Increased production.
Maintaining.
An open also know as public corporation where investors can buy stock.

11. Which of the following is a way to show interest and enthusiasm...
Plan future business activities.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Meeting deadlines.
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.

12. An important factor that affects the legal procedure is?
To increase profit.
Jurisdiction. Some courts do specific types of disputes etc.
Ask clarifying questions often.
To simplify complex information.

13. Which of the following is a characteristic of travel and tourism marketing...
Offer dissimilar products.
Initiative.
Smile often. They can be 'heard' over the phone.
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services

14. When a business keeps a risk because management is unaware of it - the business is _______ the risk.
Retaining.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Smile often. They can be 'heard' over the phone.
Graphic presentation. Businesses often include research data in reports in order to communicate the information to others.

15. 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
Using a News Release.
Asking for clarification.
Work.
Follow the instructions on the computer terminal screen.

16. 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.
Network with others who have expertise in the industry.
Supporting Documents.
Economic
Ask clarifying questions often.

17. Why do business managers often prepare and use presentation software to support reports?
Offer dissimilar products.
Accomodate
To simplify complex information.
Friends.

18. Income from sales - cost of goods sold - gross profit on sales - operating expenses - and net profit or loss are all part of a(n
Remain competitive.
Silent customers.
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.
Supporting Documents.

19. When developing persuasive business letters it is important for the writer to think about the reader's...?
Possible objections.
Employee.
Promotion.
It is legal to overbook a flight.

20. Products that are available when they are needed have a ____ utility.
Product/service management.
Time.
The dependability of the supplier
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.

21. Which of the following is a factor that may have an effect on the prices of hospitality and tourism products...
Network with others who have expertise in the industry.
Hire employees.
Color Harmonies
Hidden costs.

22. What is a guideline employees should follow to be good listeners?
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
Shows the parts of a business transaction.
Ask clarifying questions often.
Be a team player.

23. Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for travelers...
Employees can reduce their risk for accidents by practicing good health habits.
Ask clarifying questions often.
Employee.
Motel.

24. Which of the following examples best illustrates the concept of promotion in the hospitality and tourism industry...
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Product/service management.
Create a mailing list.
Internal. This is information you obtain by constantly monitoring your own actions.

25. One reason why it is important for hospitality and tourism businesses to identify and respond to current business trends is to
Specific. Goals should be as specific as possible - not stated in general terms.
Remain competitive.
Room accommodations that the guest has selected in the past.
Economic

26. 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
Fear the unknown.
Using a large visual.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Borrow funds.

27. In what primary way does a T account benefit an accountant in maintaining financial records?
Remain competitive.
Supporting Documents.
Jurisdiction. Some courts do specific types of disputes etc.
Shows the parts of a business transaction.

28. Certain types of drawing media make it possible to
Asking for clarification.
To simplify complex information.
Modify existing photographs.
Meeting deadlines.

29. Maintaining comprehensive records about its customers' purchasing habits helps a company to
Something was sent with the letter.
Using a large visual.
Plan future business activities.
An airline flying customers to their destination.

30. While an adventure tour guide is leading a white-water rafting group - a group member falls and breaks an ankle. What are the primary provisions the guide needs to help the injured group member?
Medical kit and cellular phone.
Color Harmonies
Be a team player.
It allows you to have a year-long budget in place at all times.

31. An e-mail consisting of words on a screen that one hotel employee sends to a coworker is an example of
Database.
Noninteractive content
It allows you to have a year-long budget in place at all times.
Selling goods.

32. What does an enclosure notation in a business letter signify?
Competing.
Something was sent with the letter.
Using a large visual.
Selling goods.

33. Obtaining goods that will satisfy the needs and wants of a business's customers is a function of
Borrow funds.
Modify existing photographs.
Purchasing.
Approach.

34. Three types of communication usually found in a business with a formal communication newtwork are...
Be a team player.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Close.
Room accommodations that the guest has selected in the past.

35. How does a group reach a decision by consensus?
Each member agrees to the same course of action.
Accomodate
Be a team player.
Motel.

36. What is a business calculating when it determines how much it earns from the sale of one additional item?
Fear the unknown.
Yes - he should already have sent a follow-up letter.
Internal records.
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.

37. What is the core product that cruise lines provide passengers?
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.
Travel Planning - the agent acts as a middle man.
Hire employees.
Remain competitive.

38. Companies obtain internal information about their various business activities to operate effectively by monitoring
It allows you to have a year-long budget in place at all times.
Plan future business activities.
It is legal to overbook a flight.
Internal records.

39. Which of the following is an example of the pyramid type of display arrangement in a restaurant display...
Specific credit-card procedures.
Many levels of menu items that rise to a narrow point.
Using a News Release.
Bid process.

40. Which of the following is a purpose of using color in advertising...
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.
To affect a mood.
Baby Sitting.
Many levels of menu items that rise to a narrow point.

41. 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.
Employees can reduce their risk for accidents by practicing good health habits.
Agree on ground rules for behavior.
Accomodate
Silent customers.

42. Which of the following would not be part of the responsibilities of a hotel's maintenance department...
Selling goods.
It is legal to overbook a flight.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Smile often. They can be 'heard' over the phone.

43. 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?
Increased production.
Database.
Being efficient.
Purchasing.

44. What service would be distributed by producer to agent to consumer?
Promotion.
Baby Sitting.
Written reports.
Travel Planning - the agent acts as a middle man.

45. To develop effective political relationships within an organization - it is important for an individual to
Promotion.
Be a team player.
Asking for clarification.
Ask clarifying questions often.

46. What do managers often do after a project has been successfully completed?
Friends.
Prepare a report.
Using a News Release.
Medical kit and cellular phone.

47. Which of the following is a reason why hospitality and tourism businesses try to decrease their operating expenses...
Room accommodations that the guest has selected in the past.
To increase profit.
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.

48. Which of the following is an advantage of a rolling budget?
Employees can reduce their risk for accidents by practicing good health habits.
It allows you to have a year-long budget in place at all times.
Package.
Hidden costs.

49. When you know your group's purpose what should you do next in a discussion?
Fear the unknown.
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
Each member agrees to the same course of action.
Agree on ground rules for behavior.

50. Indirect cmpetition occurs only between businesses that_______?
Guide the actions of others.
Offer dissimilar products.
To increase profit.
Written reports.

Can you answer 50 questions in 15 minutes?

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Hospitality And Tourism

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