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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. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
economic multiplier
Upward Appeal
advertising
consumer show
2. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
hallmark event
Authority Commensurate with Responsibility
Reasoning
guest service agent (GSA)
3. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
demographics
commercial site
e-tail
consumer show
4. A single- or multi-day exhibition held at a convention or civic center arena.
consumer show
empowerment
Enhancing Power through Alliances
Centralized Organizations
5. A written statement of career goals and the necessary steps to acheive them
cross-selling
Peer pressure
career plan
compensation
6. The final stop of a journey - or the goal for travelers
Excessively centralized organization
Empowering Others
feature
destination
7. Any advertising message sent directly to prospective customers via the mail
commercial site
channel of distribution
direct mail
geographics
8. The variation of consumer demand due to a change in price
Centralized Organizations
elasticity of demand
front of the house
back of the house (lodging)
9. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
infrastructure
channel of distribution
frequent-flyer program
Consultation
10. Document that job seekers fill out to help employers screen applicants.
front of the house (lodging)
destination marketing
job application
Decentralized Organization
11. Any recreational activity for which a guest pays a fee
Authority Commensurate with Responsibility
commercial recreation
intermediary
Reasoning
12. 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
Power
Reflective
Enhancing Power through Alliances
franchise
13. 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.
consolidator
core product
Barriers to Delegation
concierge
14. Generating enthusiasm and commitment by appealing to the other's values or emotions
Inspirational Appeal
guest service agent (GSA)
goal
direct channel
15. The area in a lodging facility that guests view - such as the lobby
aesthetic pollution
infrastructure
exemplary guest service
front of the house (lodging)
16. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
Coercive Power
Inspirational Appeal
guest or uniformed services
destination
17. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
Reflective
front of the house
Decentralized Organization
benefit
18. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
destination
Delegation
Directive
follow-up
19. The spoiling or contamination of the natural beauty and features of an enviorment - due to poor planning and design of tourism projects
direct mail
aesthetic pollution
customer loyalty
Upward Appeal
20. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
Empowerment
Centralized Organizations
Enhancing Power through Alliances
Personal Power
21. The sale of goods or services to the customer by means of the Internet.
destination resort
demand
pprenticeship
e-tail
22. Emotive - Directive - Reflective - Supportive
back of the house
guest or uniformed services
Power and Communication Styles
AIDA model
23. A form of payment that may include wages - benefits - and/ or incentives in return work.
demand
buying signals
compensation
Directive
24. The area in a lodging facility where support services take place which guests usually do not view
back of the house (lodging)
Enhancing Power through Alliances
indirect channel
amateur sports
25. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
Excessively centralized organization
destination resort
direct mail
Reflective
26. Ability to influence the behavior of others
direct channel
Power
goal
Delegation
27. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
convention and visitors bureau (CVB)
Power Tactics
frequent-flyer program
Directive
28. Generally characterized by multiple levels of management and managers who must manage large numbers of people
destination
AIDA model
frequent-flyer program
Excessively centralized organization
29. Authority granted to a position within the hierarchy of an organization
advertising
Position Power
Emotive
geographics
30. 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
back of the house
Power Tactics
incentive
e-tail
31. A company that operates a railroad system with combined passenger and rail service throughout the continental United States
distribution
Directive
commercial recreation
Amtrak
32. Ethnic variety as well as socioeconomic and gender variety in a group or society
cost-plus pricing
diversity
pprenticeship
facilitating products
33. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
Centralized Organizations
incentive
Directive
Supportive
34. Influencing behavior by presenting facts and appealing to logic.
Reasoning
chain
channel of distribution
incentive
35. Consistent hospitality service that exceeds guest expectations.
exemplary guest service
intangibility
globalization
behavioristics
36. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
disposable income
Reflective
destination marketing
destination resort
37. A type of buisness that has more thatn one location with the same name under the same ownership
chain
direct channel
Empowerment
dependables
38. A tour that is more expensive than a package tour and is designed specifically for an individual tourist.
customized tour
channel of distribution
Coercive Power
Reflective
39. The area in a hospitality establisment that guests view - such as the entrance and dining room
commercial site
Coercive Power
front of the house
incentive
40. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
Directive
customer loyalty
Reward Power
commercial site
41. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
Power Tactics
Delegation
consolidator
chain
42. 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
guest or uniformed services
Power Tactics
hospitality-specific traits
geographics
43. A feature advantage of a product
direct mail
changeability
job application
benefit
44. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
commercial recreation
demographics
average daily rate (ADR)
Emotive
45. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
Power
Barriers to Delegation
concierge
Authority Commensurate with Responsibility
46. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
informational interveiw
chain
AIDA model
full-service restaurant
47. Position - Reward - Coercive
Organizational Power
career plan
customized tour
e-tail
48. The position of an employee at the beggening level of a particular career
Peer pressure
Directive
entry-level
Excessively centralized organization
49. Using the authority of position power to order the desired behavior
buisness-to-buisness selling
Excessively centralized organization
Pulling Rank
job application
50. Enlisting an individual's peers to support the need for the desired behavior.
Peer pressure
customer loyalty
guest satisfaction
geographics