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Hospitality Management
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Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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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 type of selling whereby one buisness sells goods or services to another buisness
buisness-to-buisness selling
informational interveiw
hallmark event
business travel
2. Personal characteristics admired by others
elasticity of demand
Reflective
Referent Power
frequent-flyer program
3. Ability to punish
Coercive Power
AIDA model
buying signals
Power and Communication Styles
4. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
Personal Power
Power Tactics
consolidator
informational interveiw
5. Pricing products by calculating all costs and expenses and adding desired profit
consumer show
pprenticeship
cost-plus pricing
Bargaining
6. The granting of authority or power to front-line personnel for handling and solving guests' problems
commercial recreation
hospitality-specific traits
entrepreneur
empowerment
7. Enlisting an individual's peers to support the need for the desired behavior.
direct mail
intermediary
Peer pressure
economic multiplier
8. Verbal or nonverbal signs of a customer's readiness to buy
buying signals
Delegation
hospitality-specific traits
back of the house (lodging)
9. A local or regional event with national or possible international appeal that occurs once or annually
Peer pressure
business travel
hallmark event
buying signals
10. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
consolidator
follow-up
Ingratiating Appeal
front of the house (lodging)
11. A condition of being subject to change or alteration
ecotourism
changeability
destination marketing
consolidator
12. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
franchise
Empowerment
behavioristics
dependables
13. The sale of goods or services to the customer by means of the Internet.
Inspirational Appeal
e-tail
average daily rate (ADR)
front of the house (lodging)
14. A tour that is more expensive than a package tour and is designed specifically for an individual tourist.
customized tour
geographics
demand
ethics
15. The amount or quanity of goods and services that consumers are willing to buy at various prices
front of the house (lodging)
Expert Power
demand
back of the house
16. Authority to provide rewards
Reward Power
full-service restaurant
cross-selling
pprenticeship
17. Any advertising message sent directly to prospective customers via the mail
direct mail
Directive
follow-up
destination marketing
18. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
AIDA model
commission
Authority Commensurate with Responsibility
charter tour
19. Statistics about where people live.
Upward Appeal
Reasoning
direct mail
geographics
20. The final stop of a journey - or the goal for travelers
entry-level
ethics
distribution
destination
21. Winning approval through praise or flattery
Ingratiating Appeal
career plan
chain
facilitating products
22. An educational - hands-on exspirience working in an established buisness under the guidance of a skilled worker.
consolidator
channel of distribution
behavioristics
pprenticeship
23. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
facilitating products
Delegation
Reflective
Enhancing Power through Alliances
24. Goods or services that aid the use of the core product
guest service agent (GSA)
full-service restaurant
facilitating products
channel of distribution
25. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
Emotive
customer loyalty
dependables
Delegation
26. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
direct mail
Power Tactics
Empowerment
destination marketing
27. A hotel staff member who helps guest make arrangements for transportation - resturaunt reservations - event reservations - and entertainment tickets - and advises guest about activities in the area.
concierge
back of the house
Barriers to Delegation
guest service agent (GSA)
28. Ability to influence the behavior of others
Expert Power
Reflective
Excessively centralized organization
Power
29. Assigning responsibility and granting authority to employees to perform tasks or make decisions for which the manager is still accountable.
destination
Delegation
Power Tactics
aesthetic pollution
30. Authority granted to a position within the hierarchy of an organization
Empowering Others
competitive advantage
Position Power
elasticity of demand
31. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
guest satisfaction
facilitating products
distribution
demographics
32. The area in a lodging facility that guests view - such as the lobby
diversity
Directive
front of the house (lodging)
feature
33. A branch of tourism encompassing adventure tourism and sustainable development of regions for future generations
core product
intangibility
full-service restaurant
ecotourism
34. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
Emotive
guest service agent (GSA)
follow-up
benefit
35. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
Reasoning
career plan
amateur sports
convention and visitors bureau (CVB)
36. The eventual desired outcome
hub-and-spoke system
destination
goal
pprenticeship
37. 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
front of the house (lodging)
direct mail
demographics
hospitality-specific traits
38. A basic - physical - or extended attribute of a product or purchase
core product
guest or uniformed services
feature
Barriers to Delegation
39. The position of an employee at the beggening level of a particular career
concierge
Referent Power
entry-level
frequent-flyer program
40. The path a product takes without the help of any intermediaries between the producer and consumer
Upward Appeal
direct channel
Reward Power
destination marketing
41. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
Expert Power
franchise
Peer pressure
charter tour
42. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
changeability
destination
guest or uniformed services
commercial recreation
43. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
Reward Power
Emotive
commercial recreation
Supportive
44. The main product that the customer is buying
core product
Upward Appeal
Power and Communication Styles
business travel
45. A written statement of career goals and the necessary steps to acheive them
convention and visitors bureau (CVB)
career plan
compensation
bed-and-breakfasts (B&Bs)
46. Document that job seekers fill out to help employers screen applicants.
job application
destination marketing
chain
distribution
47. The area in a hospitality establisment that guests view - such as the entrance and dining room
ecotourism
exemplary guest service
chain
front of the house
48. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
indirect channel
full-service restaurant
behavioristics
job application
49. 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
customer satisfaction
consumer show
franchise
feature
50. A single- or multi-day exhibition held at a convention or civic center arena.
Power
Barriers to Delegation
consumer show
core product
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