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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. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
informational interveiw
bed-and-breakfasts (B&Bs)
Enhancing Power through Alliances
Personal Power
2. Involving the other person in decisions that directly relate to the desired behavior
hallmark event
hospitality-specific traits
Consultation
intangibility
3. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
Centralized Organizations
hub-and-spoke system
direct channel
Coercive Power
4. A positive feeling or reaction customers have when a buisness or product meets their needs
facilitating products
Power and Communication Styles
hub-and-spoke system
customer satisfaction
5. The money left from a person's gross income after taking out taxes
destination
compensation
disposable income
e-tail
6. 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
guest or uniformed services
incentive
Reward Power
7. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
guest or uniformed services
Barriers to Delegation
institutional advertising
core product
8. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
Centralized Organizations
franchise
Enhancing Power through Alliances
guest or uniformed services
9. The path a product takes using intermediaries between the producer and consumer
indirect channel
entry-level
Bargaining
core product
10. A state of being abstract - as are things that cannot be touched
destination resort
disposable income
cost-plus pricing
intangibility
11. A rate based on total sales for the day divided by the total number of sold rooms.
informational interveiw
Ingratiating Appeal
changeability
average daily rate (ADR)
12. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
Empowerment
commission
customer loyalty
charter tour
13. Athletic activities and competitions for athletes who do not get paid.
commercial recreation
exemplary guest service
career plan
amateur sports
14. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
Personal Power
guest service agent (GSA)
AIDA model
hub-and-spoke system
15. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
Enhancing Power through Alliances
back of the house (lodging)
elasticity of demand
Decentralized Organization
16. A written statement of career goals and the necessary steps to acheive them
charter tour
Directive
career plan
Consultation
17. The area in a lodging facility where support services take place which guests usually do not view
Organizational Power
back of the house (lodging)
Reflective
dependables
18. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
charter tour
guest satisfaction
entry-level
commercial site
19. The granting of authority or power to front-line personnel for handling and solving guests' problems
amateur sports
Centralized Organizations
empowerment
full-service restaurant
20. A person who organizes - manages - and takes the risk of owning and operating a buisness
entrepreneur
Position Power
cost-plus pricing
job application
21. A type of buisness that has more thatn one location with the same name under the same ownership
behavioristics
hallmark event
chain
Upward Appeal
22. Generating enthusiasm and commitment by appealing to the other's values or emotions
diversity
Inspirational Appeal
cost-plus pricing
commercial site
23. A company that operates a railroad system with combined passenger and rail service throughout the continental United States
Amtrak
consolidator
Peer pressure
dependables
24. The variation of consumer demand due to a change in price
buying signals
elasticity of demand
Power
buisness-to-buisness selling
25. Pricing products by calculating all costs and expenses and adding desired profit
Power Tactics
pprenticeship
Organizational Power
cost-plus pricing
26. Statistics about consumers based on their knowledge - attitudes - use - or response to a product
Empowering Others
Coercive Power
Emotive
behavioristics
27. The process of getting the product to the consumer
Empowering Others
Authority Commensurate with Responsibility
amateur sports
distribution
28. The area in a hospitality establisment that guests view - such as the entrance and dining room
behavioristics
destination
consolidator
front of the house
29. A feature advantage of a product
goal
benefit
buisness-to-buisness selling
diversity
30. 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
franchise
Upward Appeal
distribution
back of the house (lodging)
31. A branch of tourism encompassing adventure tourism and sustainable development of regions for future generations
Pulling Rank
ecotourism
goal
geographics
32. Emotive - Directive - Reflective - Supportive
AIDA model
direct channel
guest service agent (GSA)
Power and Communication Styles
33. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
concierge
behavioristics
Barriers to Delegation
informational interveiw
34. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
dependables
buisness-to-buisness selling
Authority Commensurate with Responsibility
concierge
35. The position of an employee at the beggening level of a particular career
hallmark event
Ingratiating Appeal
intermediary
entry-level
36. Specialized knowledge or skill
cost-plus pricing
dependables
Expert Power
Centralized Organizations
37. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
empowerment
Directive
Excessively centralized organization
benefit
38. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
dependables
customer loyalty
ethics
hub-and-spoke system
39. An authorization stating that one has fulfilled the requirements for practicing in a feild or career
certification
guest satisfaction
bed-and-breakfasts (B&Bs)
indirect channel
40. The amount or quanity of goods and services that consumers are willing to buy at various prices
demand
chain
customer satisfaction
front of the house (lodging)
41. The process of how money filters through a local economy and is spent and re-spent - creating income for other businesses.
informational interveiw
hospitality-specific traits
economic multiplier
Expert Power
42. A local or regional event with national or possible international appeal that occurs once or annually
charter tour
Pulling Rank
business travel
hallmark event
43. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
Peer pressure
Power
benefit
guest service agent (GSA)
44. Enlisting an individual's peers to support the need for the desired behavior.
franchise
economic multiplier
Peer pressure
Ingratiating Appeal
45. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
Pulling Rank
Reflective
e-tail
Delegation
46. A program in which an airline offers free travel - upgrades - and discounts to program members
buying signals
direct mail
frequent-flyer program
career plan
47. 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
hospitality-specific traits
Reward Power
incentive
Peer pressure
48. The method of selling the customer additional related products tied to one name
hospitality-specific traits
cross-selling
convention and visitors bureau (CVB)
customer satisfaction
49. The eventual desired outcome
Enhancing Power through Alliances
infrastructure
goal
advertising
50. An agent who does not work directly for a travel provider but sells his or her products for a fee
infrastructure
destination resort
intermediary
exemplary guest service
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