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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. Involving the other person in decisions that directly relate to the desired behavior
buying signals
direct channel
follow-up
Consultation
2. Small unique inns that offer a full breakfast with a night's stay
full-service restaurant
front of the house (lodging)
bed-and-breakfasts (B&Bs)
advertising
3. Any advertising message sent directly to prospective customers via the mail
full-service restaurant
customer satisfaction
Emotive
direct mail
4. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
intangibility
Enhancing Power through Alliances
charter tour
average daily rate (ADR)
5. Statistics about where people live.
geographics
commercial site
demographics
disposable income
6. Authority to provide rewards
Reward Power
frequent-flyer program
Reflective
infrastructure
7. Referring to others with greater position power and authority who support the desired behavior.
facilitating products
infrastructure
Reasoning
Upward Appeal
8. Advertising with a goal of developing goodwill or a positive image
Referent Power
Directive
intangibility
institutional advertising
9. Travel for the sole purpose of conducting and individuals or companys buisness
business travel
chain
distribution
facilitating products
10. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
advertising
Power
guest satisfaction
Peer pressure
11. The area in a hospitality establisment that guests view - such as the entrance and dining room
front of the house
entry-level
facilitating products
disposable income
12. An advantage over competitors due to greater value to consumers through lower prices or more benefits.
competitive advantage
Organizational Power
channel of distribution
compensation
13. An agent who does not work directly for a travel provider but sells his or her products for a fee
intermediary
hub-and-spoke system
compensation
disposable income
14. Statistics about consumers based on their knowledge - attitudes - use - or response to a product
Empowering Others
Personal Power
Power and Communication Styles
behavioristics
15. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
Peer pressure
commission
Organizational Power
AIDA model
16. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
convention and visitors bureau (CVB)
average daily rate (ADR)
cross-selling
Ingratiating Appeal
17. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
behavioristics
follow-up
distribution
bed-and-breakfasts (B&Bs)
18. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
globalization
incentive
chain
hub-and-spoke system
19. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
frequent-flyer program
customer loyalty
buisness-to-buisness selling
Coercive Power
20. A condition of being subject to change or alteration
advertising
benefit
changeability
guest or uniformed services
21. The area in a lodging facility that guests view - such as the lobby
elasticity of demand
feature
Power and Communication Styles
front of the house (lodging)
22. A single- or multi-day exhibition held at a convention or civic center arena.
consumer show
benefit
amateur sports
customer loyalty
23. A fee or payment based on a percentage of products sold
consumer show
commission
institutional advertising
aesthetic pollution
24. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
dependables
empowerment
franchise
front of the house (lodging)
25. A positive feeling or reaction customers have when a buisness or product meets their needs
benefit
career plan
hospitality-specific traits
customer satisfaction
26. A written statement of career goals and the necessary steps to acheive them
AIDA model
Inspirational Appeal
career plan
channel of distribution
27. Consistent hospitality service that exceeds guest expectations.
disposable income
exemplary guest service
Barriers to Delegation
e-tail
28. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
demographics
Peer pressure
charter tour
Centralized Organizations
29. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
Authority Commensurate with Responsibility
Barriers to Delegation
Referent Power
guest satisfaction
30. 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
certification
Decentralized Organization
geographics
franchise
31. Influencing others to accept greater responsibility and exercise more control over the way they perform their jobs.
Ingratiating Appeal
Empowering Others
core product
customized tour
32. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
Power Tactics
Authority Commensurate with Responsibility
certification
Reasoning
33. A basic - physical - or extended attribute of a product or purchase
hallmark event
feature
entry-level
front of the house
34. Ability to influence the behavior of others
Power
demographics
direct channel
channel of distribution
35. The variation of consumer demand due to a change in price
elasticity of demand
Referent Power
consumer show
competitive advantage
36. The path a travel product takes from producer to the consumer - or traveler
indirect channel
demand
channel of distribution
Expert Power
37. Position - Reward - Coercive
Organizational Power
average daily rate (ADR)
direct channel
Directive
38. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
Position Power
infrastructure
demand
back of the house (lodging)
39. A rate based on total sales for the day divided by the total number of sold rooms.
Expert Power
demographics
average daily rate (ADR)
Reflective
40. The money left from a person's gross income after taking out taxes
customer loyalty
disposable income
full-service restaurant
consolidator
41. Document that job seekers fill out to help employers screen applicants.
pprenticeship
experimental method
Power and Communication Styles
job application
42. Generating enthusiasm and commitment by appealing to the other's values or emotions
Amtrak
infrastructure
guest service agent (GSA)
Inspirational Appeal
43. Pricing products by calculating all costs and expenses and adding desired profit
guest satisfaction
cost-plus pricing
AIDA model
Reward Power
44. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
globalization
consolidator
benefit
front of the house (lodging)
45. A form of payment that may include wages - benefits - and/ or incentives in return work.
Position Power
Expert Power
front of the house (lodging)
compensation
46. Assigning responsibility and granting authority to employees to perform tasks or make decisions for which the manager is still accountable.
Delegation
destination resort
infrastructure
Authority Commensurate with Responsibility
47. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
dependables
follow-up
Decentralized Organization
customized tour
48. The main product that the customer is buying
core product
entry-level
Inspirational Appeal
buisness-to-buisness selling
49. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
facilitating products
informational interveiw
intermediary
Power Tactics
50. The increasing integration of the world economy
entrepreneur
customized tour
globalization
geographics