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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. Verbal or nonverbal signs of a customer's readiness to buy
buying signals
Supportive
disposable income
experimental method
2. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
guest satisfaction
Bargaining
buying signals
Barriers to Delegation
3. The amount or quanity of goods and services that consumers are willing to buy at various prices
Directive
demand
indirect channel
e-tail
4. Authority granted to a position within the hierarchy of an organization
aesthetic pollution
cross-selling
Position Power
Organizational Power
5. A positive feeling or reaction customers have when a buisness or product meets their needs
Barriers to Delegation
Expert Power
ethics
customer satisfaction
6. A written statement of career goals and the necessary steps to acheive them
franchise
dependables
career plan
destination marketing
7. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
customer satisfaction
destination
Authority Commensurate with Responsibility
career plan
8. Travel for the sole purpose of conducting and individuals or companys buisness
diversity
ethics
back of the house (lodging)
business travel
9. Assigning responsibility and granting authority to employees to perform tasks or make decisions for which the manager is still accountable.
Emotive
exemplary guest service
intangibility
Delegation
10. A form of payment that may include wages - benefits - and/ or incentives in return work.
consumer show
job application
Authority Commensurate with Responsibility
compensation
11. A rate based on total sales for the day divided by the total number of sold rooms.
certification
average daily rate (ADR)
Delegation
experimental method
12. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
guest or uniformed services
informational interveiw
front of the house
Expert Power
13. Expert - Referent
incentive
Power and Communication Styles
Personal Power
Bargaining
14. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
commercial recreation
Empowerment
goal
competitive advantage
15. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
benefit
customized tour
Enhancing Power through Alliances
follow-up
16. 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
job application
franchise
institutional advertising
front of the house (lodging)
17. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
AIDA model
commercial site
dependables
diversity
18. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
Empowering Others
Power Tactics
Barriers to Delegation
follow-up
19. The money left from a person's gross income after taking out taxes
disposable income
elasticity of demand
Pulling Rank
consumer show
20. Influencing behavior by presenting facts and appealing to logic.
Power and Communication Styles
Reasoning
bed-and-breakfasts (B&Bs)
frequent-flyer program
21. The method of selling the customer additional related products tied to one name
front of the house (lodging)
back of the house
cross-selling
charter tour
22. Generating enthusiasm and commitment by appealing to the other's values or emotions
guest service agent (GSA)
incentive
hospitality-specific traits
Inspirational Appeal
23. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
Emotive
Power Tactics
AIDA model
demand
24. The variation of consumer demand due to a change in price
back of the house (lodging)
elasticity of demand
entry-level
destination marketing
25. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
economic multiplier
bed-and-breakfasts (B&Bs)
Barriers to Delegation
Centralized Organizations
26. 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
incentive
customer satisfaction
Peer pressure
Pulling Rank
27. A tour that is more expensive than a package tour and is designed specifically for an individual tourist.
Reflective
distribution
intermediary
customized tour
28. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
entry-level
job application
Empowering Others
hub-and-spoke system
29. Position - Reward - Coercive
Ingratiating Appeal
frequent-flyer program
destination
Organizational Power
30. The granting of authority or power to front-line personnel for handling and solving guests' problems
empowerment
incentive
guest service agent (GSA)
geographics
31. The sale of goods or services to the customer by means of the Internet.
average daily rate (ADR)
informational interveiw
exemplary guest service
e-tail
32. Advertising with a goal of developing goodwill or a positive image
customized tour
entry-level
institutional advertising
elasticity of demand
33. An authorization stating that one has fulfilled the requirements for practicing in a feild or career
changeability
customer satisfaction
bed-and-breakfasts (B&Bs)
certification
34. 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
changeability
follow-up
ethics
empowerment
35. A type of buisness that has more thatn one location with the same name under the same ownership
channel of distribution
buying signals
chain
facilitating products
36. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
commercial site
customer satisfaction
customer loyalty
Supportive
37. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
goal
Directive
Position Power
destination marketing
38. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
destination marketing
compensation
channel of distribution
frequent-flyer program
39. Document that job seekers fill out to help employers screen applicants.
Consultation
job application
consolidator
Coercive Power
40. The spoiling or contamination of the natural beauty and features of an enviorment - due to poor planning and design of tourism projects
Reflective
aesthetic pollution
Enhancing Power through Alliances
Expert Power
41. Authority to provide rewards
behavioristics
bed-and-breakfasts (B&Bs)
charter tour
Reward Power
42. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
e-tail
core product
business travel
convention and visitors bureau (CVB)
43. The path a product takes using intermediaries between the producer and consumer
indirect channel
guest or uniformed services
Delegation
benefit
44. Statistics about where people live.
Empowerment
behavioristics
buying signals
geographics
45. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
follow-up
AIDA model
frequent-flyer program
concierge
46. Low levels of dominance and High levels of Sociability - Wants approval - insecure - apologetic
compensation
experimental method
Supportive
empowerment
47. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
certification
Decentralized Organization
Enhancing Power through Alliances
Barriers to Delegation
48. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
Supportive
advertising
guest or uniformed services
exemplary guest service
49. The main product that the customer is buying
amateur sports
distribution
core product
Decentralized Organization
50. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
demographics
Reasoning
destination resort
advertising