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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. Statistics about consumers based on their knowledge - attitudes - use - or response to a product
consumer show
demographics
entrepreneur
behavioristics
2. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
AIDA model
follow-up
behavioristics
empowerment
3. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
dependables
feature
chain
follow-up
4. A program in which an airline offers free travel - upgrades - and discounts to program members
guest or uniformed services
Referent Power
frequent-flyer program
aesthetic pollution
5. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
guest service agent (GSA)
commission
competitive advantage
hallmark event
6. The amount or quanity of goods and services that consumers are willing to buy at various prices
demand
hub-and-spoke system
convention and visitors bureau (CVB)
guest satisfaction
7. Consistent hospitality service that exceeds guest expectations.
Expert Power
experimental method
exemplary guest service
convention and visitors bureau (CVB)
8. The method of selling the customer additional related products tied to one name
cross-selling
hub-and-spoke system
core product
intermediary
9. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
competitive advantage
Authority Commensurate with Responsibility
hub-and-spoke system
informational interveiw
10. The process of getting the product to the consumer
front of the house
aesthetic pollution
Peer pressure
distribution
11. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
customer loyalty
guest satisfaction
Reward Power
consumer show
12. The path a product takes without the help of any intermediaries between the producer and consumer
direct channel
charter tour
channel of distribution
Power and Communication Styles
13. The increasing integration of the world economy
buying signals
Decentralized Organization
Excessively centralized organization
globalization
14. 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
compensation
hospitality-specific traits
ecotourism
advertising
15. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
hub-and-spoke system
advertising
e-tail
Reflective
16. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
dependables
Emotive
hospitality-specific traits
behavioristics
17. Generating enthusiasm and commitment by appealing to the other's values or emotions
exemplary guest service
career plan
Inspirational Appeal
institutional advertising
18. An agent who does not work directly for a travel provider but sells his or her products for a fee
intermediary
average daily rate (ADR)
experimental method
Ingratiating Appeal
19. A feature advantage of a product
Emotive
empowerment
charter tour
benefit
20. Position - Reward - Coercive
Organizational Power
Reflective
distribution
guest or uniformed services
21. The path a product takes using intermediaries between the producer and consumer
intangibility
Referent Power
average daily rate (ADR)
indirect channel
22. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
customer satisfaction
benefit
hospitality-specific traits
Barriers to Delegation
23. An expression of the standards of right and wrong based on conduct and morals in a particular society or a system or theory of moral values and principles
full-service restaurant
intermediary
ethics
Power
24. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
back of the house (lodging)
back of the house
Empowering Others
informational interveiw
25. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
consolidator
franchise
institutional advertising
ecotourism
26. Winning approval through praise or flattery
competitive advantage
Decentralized Organization
Ingratiating Appeal
hub-and-spoke system
27. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
consumer show
front of the house
Centralized Organizations
commercial recreation
28. 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
demographics
guest service agent (GSA)
commercial recreation
incentive
29. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
Power
customer satisfaction
dependables
Reasoning
30. A person who organizes - manages - and takes the risk of owning and operating a buisness
entrepreneur
feature
certification
front of the house
31. A positive feeling or reaction customers have when a buisness or product meets their needs
Pulling Rank
convention and visitors bureau (CVB)
career plan
customer satisfaction
32. 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
hospitality-specific traits
back of the house
channel of distribution
direct mail
33. A single- or multi-day exhibition held at a convention or civic center arena.
customer loyalty
pprenticeship
hub-and-spoke system
consumer show
34. An advantage over competitors due to greater value to consumers through lower prices or more benefits.
channel of distribution
institutional advertising
competitive advantage
changeability
35. Statistics about where people live.
Inspirational Appeal
geographics
diversity
Reflective
36. Small unique inns that offer a full breakfast with a night's stay
bed-and-breakfasts (B&Bs)
business travel
facilitating products
e-tail
37. Ability to influence the behavior of others
Power
Delegation
convention and visitors bureau (CVB)
Ingratiating Appeal
38. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
Bargaining
guest or uniformed services
hub-and-spoke system
Expert Power
39. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
Expert Power
destination marketing
Ingratiating Appeal
Reflective
40. Document that job seekers fill out to help employers screen applicants.
aesthetic pollution
AIDA model
job application
amateur sports
41. Any recreational activity for which a guest pays a fee
frequent-flyer program
Reasoning
commercial recreation
destination
42. Expert - Referent
Personal Power
compensation
frequent-flyer program
consolidator
43. Referring to others with greater position power and authority who support the desired behavior.
Upward Appeal
destination resort
goal
institutional advertising
44. A company that operates a railroad system with combined passenger and rail service throughout the continental United States
Amtrak
geographics
Directive
Emotive
45. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
front of the house
Empowerment
informational interveiw
hub-and-spoke system
46. Pricing products by calculating all costs and expenses and adding desired profit
cost-plus pricing
certification
Coercive Power
chain
47. A type of buisness that has more thatn one location with the same name under the same ownership
chain
buying signals
hub-and-spoke system
Position Power
48. A local or regional event with national or possible international appeal that occurs once or annually
Power Tactics
hallmark event
globalization
distribution
49. A basic - physical - or extended attribute of a product or purchase
Bargaining
Expert Power
hub-and-spoke system
feature
50. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
Authority Commensurate with Responsibility
Position Power
guest service agent (GSA)
infrastructure