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Test your basic knowledge |
Hospitality Management
Start Test
Study First
Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
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. The area in a lodging facility where support services take place which guests usually do not view
frequent-flyer program
Power Tactics
back of the house (lodging)
Amtrak
2. The type of selling whereby one buisness sells goods or services to another buisness
customer satisfaction
compensation
buisness-to-buisness selling
charter tour
3. A program in which an airline offers free travel - upgrades - and discounts to program members
diversity
hub-and-spoke system
Peer pressure
frequent-flyer program
4. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
Reflective
Empowerment
facilitating products
cost-plus pricing
5. A type of buisness that has more thatn one location with the same name under the same ownership
indirect channel
ecotourism
chain
aesthetic pollution
6. The process of getting the product to the consumer
full-service restaurant
Delegation
incentive
distribution
7. The variation of consumer demand due to a change in price
feature
elasticity of demand
full-service restaurant
aesthetic pollution
8. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
charter tour
channel of distribution
customer loyalty
Consultation
9. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
hospitality-specific traits
consumer show
destination marketing
demand
10. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
benefit
economic multiplier
Reasoning
guest service agent (GSA)
11. Consistent hospitality service that exceeds guest expectations.
exemplary guest service
hub-and-spoke system
Reasoning
Emotive
12. Offering rewards or favors to achieve the desired behavior.
destination resort
Bargaining
e-tail
concierge
13. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
Enhancing Power through Alliances
demographics
Reward Power
Authority Commensurate with Responsibility
14. Authority granted to a position within the hierarchy of an organization
front of the house (lodging)
entry-level
direct mail
Position Power
15. A type of buisness that is set up through a franchise agreement - Which is a contract between a franchisor and franchisee to sell a companys goods or services at a designated location
concierge
franchise
cross-selling
hospitality-specific traits
16. A written statement of career goals and the necessary steps to acheive them
bed-and-breakfasts (B&Bs)
destination resort
Position Power
career plan
17. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
empowerment
destination resort
Authority Commensurate with Responsibility
customized tour
18. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
diversity
guest service agent (GSA)
convention and visitors bureau (CVB)
Empowering Others
19. A condition of being subject to change or alteration
informational interveiw
consumer show
cost-plus pricing
changeability
20. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
pprenticeship
Emotive
direct channel
Decentralized Organization
21. The process of how money filters through a local economy and is spent and re-spent - creating income for other businesses.
Power and Communication Styles
economic multiplier
cost-plus pricing
infrastructure
22. The final stop of a journey - or the goal for travelers
feature
institutional advertising
behavioristics
destination
23. The amount or quanity of goods and services that consumers are willing to buy at various prices
intermediary
demand
job application
informational interveiw
24. Ability to punish
back of the house
channel of distribution
Coercive Power
commission
25. The area in a lodging facility that guests view - such as the lobby
incentive
front of the house (lodging)
changeability
convention and visitors bureau (CVB)
26. Statistics about where people live.
demographics
geographics
Position Power
job application
27. A tour that is more expensive than a package tour and is designed specifically for an individual tourist.
empowerment
customized tour
job application
aesthetic pollution
28. Influencing behavior by presenting facts and appealing to logic.
ethics
institutional advertising
business travel
Reasoning
29. The path a product takes using intermediaries between the producer and consumer
destination resort
entry-level
Enhancing Power through Alliances
indirect channel
30. The method of selling the customer additional related products tied to one name
Power and Communication Styles
chain
Directive
cross-selling
31. The area in a hospitality establishment that guests usually do not view - including all areas responsible for food quality and production - such as the kitchen and recieving - office - and storage areas
informational interveiw
aesthetic pollution
Upward Appeal
back of the house
32. Assigning responsibility and granting authority to employees to perform tasks or make decisions for which the manager is still accountable.
Decentralized Organization
Delegation
direct channel
Peer pressure
33. Using the authority of position power to order the desired behavior
institutional advertising
intangibility
destination resort
Pulling Rank
34. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
Directive
Expert Power
commercial site
compensation
35. The sale of goods or services to the customer by means of the Internet.
Personal Power
chain
Inspirational Appeal
e-tail
36. The money left from a person's gross income after taking out taxes
Supportive
Peer pressure
Consultation
disposable income
37. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
Authority Commensurate with Responsibility
pprenticeship
Power Tactics
destination resort
38. Professional characteristics needed in the hospitality industry - including a positive personal attitude - good work ethics - maturity - and good personal appearance as well as leadership and time-management skills
informational interveiw
follow-up
hospitality-specific traits
institutional advertising
39. Pricing products by calculating all costs and expenses and adding desired profit
disposable income
commercial site
Personal Power
cost-plus pricing
40. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
commercial site
Reflective
Organizational Power
Emotive
41. A reward that is usually in the form of money but may also be stock options - profit-sharing privileges - a company vehicle - and/or a bonus program
demand
experimental method
incentive
buying signals
42. Verbal or nonverbal signs of a customer's readiness to buy
AIDA model
cross-selling
buying signals
hub-and-spoke system
43. Statistics about consumers based on their knowledge - attitudes - use - or response to a product
customized tour
empowerment
charter tour
behavioristics
44. Goods or services that aid the use of the core product
Delegation
facilitating products
Inspirational Appeal
charter tour
45. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
guest or uniformed services
infrastructure
customized tour
indirect channel
46. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
infrastructure
demographics
direct mail
Power
47. The position of an employee at the beggening level of a particular career
entry-level
buying signals
Organizational Power
behavioristics
48. Influencing others to accept greater responsibility and exercise more control over the way they perform their jobs.
Amtrak
direct channel
Empowering Others
incentive
49. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
charter tour
Supportive
guest service agent (GSA)
guest or uniformed services
50. An educational - hands-on exspirience working in an established buisness under the guidance of a skilled worker.
hallmark event
pprenticeship
Peer pressure
direct channel