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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. Goods or services that aid the use of the core product
goal
Power Tactics
facilitating products
customized tour
2. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
concierge
changeability
Decentralized Organization
Excessively centralized organization
3. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
Referent Power
Reflective
Directive
exemplary guest service
4. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
pprenticeship
entry-level
Enhancing Power through Alliances
hub-and-spoke system
5. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
Centralized Organizations
cost-plus pricing
advertising
Empowering Others
6. Consistent hospitality service that exceeds guest expectations.
exemplary guest service
Empowerment
advertising
commercial site
7. The path a product takes without the help of any intermediaries between the producer and consumer
direct channel
Position Power
back of the house (lodging)
hub-and-spoke system
8. Pricing products by calculating all costs and expenses and adding desired profit
Decentralized Organization
frequent-flyer program
commercial recreation
cost-plus pricing
9. Travel for the sole purpose of conducting and individuals or companys buisness
destination resort
competitive advantage
Position Power
business travel
10. A rate based on total sales for the day divided by the total number of sold rooms.
follow-up
average daily rate (ADR)
exemplary guest service
Delegation
11. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
incentive
ethics
Enhancing Power through Alliances
dependables
12. Verbal or nonverbal signs of a customer's readiness to buy
guest or uniformed services
channel of distribution
Expert Power
buying signals
13. Ability to influence the behavior of others
guest or uniformed services
Enhancing Power through Alliances
Power
Emotive
14. 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
core product
destination resort
incentive
Pulling Rank
15. 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.
demand
hallmark event
concierge
Power and Communication Styles
16. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
front of the house
Power Tactics
AIDA model
Reward Power
17. Generally characterized by multiple levels of management and managers who must manage large numbers of people
Supportive
dependables
Excessively centralized organization
guest or uniformed services
18. Involving the other person in decisions that directly relate to the desired behavior
Consultation
entry-level
Emotive
Position Power
19. The area in a lodging facility that guests view - such as the lobby
Enhancing Power through Alliances
front of the house (lodging)
commercial site
destination
20. Using the authority of position power to order the desired behavior
Pulling Rank
Decentralized Organization
guest service agent (GSA)
follow-up
21. A form of payment that may include wages - benefits - and/ or incentives in return work.
Authority Commensurate with Responsibility
consolidator
compensation
commercial site
22. The eventual desired outcome
frequent-flyer program
Centralized Organizations
bed-and-breakfasts (B&Bs)
goal
23. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
Empowering Others
direct mail
Barriers to Delegation
destination resort
24. Referring to others with greater position power and authority who support the desired behavior.
diversity
Inspirational Appeal
dependables
Upward Appeal
25. The process of getting the product to the consumer
distribution
AIDA model
guest satisfaction
Authority Commensurate with Responsibility
26. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
guest or uniformed services
Supportive
Empowering Others
Expert Power
27. A basic - physical - or extended attribute of a product or purchase
incentive
channel of distribution
feature
Excessively centralized organization
28. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
channel of distribution
customer loyalty
experimental method
consolidator
29. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
distribution
Decentralized Organization
Power Tactics
Centralized Organizations
30. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
e-tail
goal
Emotive
diversity
31. A condition of being subject to change or alteration
changeability
Personal Power
disposable income
Supportive
32. A feature advantage of a product
distribution
bed-and-breakfasts (B&Bs)
benefit
entrepreneur
33. A local or regional event with national or possible international appeal that occurs once or annually
incentive
chain
franchise
hallmark event
34. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
full-service restaurant
Power and Communication Styles
direct mail
entrepreneur
35. Any advertising message sent directly to prospective customers via the mail
intermediary
goal
follow-up
direct mail
36. Low levels of dominance and High levels of Sociability - Wants approval - insecure - apologetic
direct mail
entry-level
Supportive
changeability
37. The spoiling or contamination of the natural beauty and features of an enviorment - due to poor planning and design of tourism projects
certification
globalization
aesthetic pollution
exemplary guest service
38. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
Directive
indirect channel
hospitality-specific traits
guest service agent (GSA)
39. A fee or payment based on a percentage of products sold
demand
commission
Reflective
destination
40. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
Empowerment
intangibility
Centralized Organizations
competitive advantage
41. Influencing others to accept greater responsibility and exercise more control over the way they perform their jobs.
guest satisfaction
Empowerment
customer loyalty
Empowering Others
42. Emotive - Directive - Reflective - Supportive
certification
job application
Power and Communication Styles
Emotive
43. 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
dependables
Personal Power
hospitality-specific traits
hallmark event
44. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
certification
informational interveiw
guest satisfaction
destination resort
45. The path a product takes using intermediaries between the producer and consumer
front of the house
frequent-flyer program
dependables
indirect channel
46. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
commercial site
compensation
back of the house
frequent-flyer program
47. Position - Reward - Coercive
guest satisfaction
Directive
commercial site
Organizational Power
48. A written statement of career goals and the necessary steps to acheive them
back of the house (lodging)
career plan
Personal Power
Centralized Organizations
49. Ability to punish
Pulling Rank
commission
behavioristics
Coercive Power
50. 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
chain
Coercive Power
distribution
franchise