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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. A fee or payment based on a percentage of products sold
commission
channel of distribution
Position Power
Power
2. A single- or multi-day exhibition held at a convention or civic center arena.
customer loyalty
exemplary guest service
consumer show
indirect channel
3. A resort property in a specefic location with a concentration of recources or facilities
buisness-to-buisness selling
indirect channel
back of the house
destination resort
4. 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
demand
Empowering Others
back of the house (lodging)
5. Referring to others with greater position power and authority who support the desired behavior.
buying signals
Upward Appeal
incentive
hub-and-spoke system
6. A research method whereby a researcher observes the results of changing one or more marketing variables
core product
experimental method
front of the house (lodging)
Consultation
7. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
Reward Power
back of the house (lodging)
cost-plus pricing
AIDA model
8. A rate based on total sales for the day divided by the total number of sold rooms.
Position Power
convention and visitors bureau (CVB)
Coercive Power
average daily rate (ADR)
9. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
guest service agent (GSA)
elasticity of demand
bed-and-breakfasts (B&Bs)
behavioristics
10. Specialized knowledge or skill
Position Power
competitive advantage
Expert Power
Centralized Organizations
11. The amount or quanity of goods and services that consumers are willing to buy at various prices
incentive
Barriers to Delegation
demand
aesthetic pollution
12. Generating enthusiasm and commitment by appealing to the other's values or emotions
entry-level
Upward Appeal
globalization
Inspirational Appeal
13. 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
competitive advantage
hospitality-specific traits
ecotourism
intermediary
14. A form of payment that may include wages - benefits - and/ or incentives in return work.
compensation
commercial site
competitive advantage
guest or uniformed services
15. Authority to provide rewards
Pulling Rank
Reward Power
hub-and-spoke system
Ingratiating Appeal
16. The path a product takes without the help of any intermediaries between the producer and consumer
consolidator
destination marketing
geographics
direct channel
17. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
Reflective
ethics
customer loyalty
exemplary guest service
18. Staff member in uniforms - including the bell staff - valets - security offers - concierge - and door or garage attendants
Ingratiating Appeal
experimental method
guest or uniformed services
ecotourism
19. Small unique inns that offer a full breakfast with a night's stay
convention and visitors bureau (CVB)
Reflective
bed-and-breakfasts (B&Bs)
franchise
20. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
hospitality-specific traits
Supportive
Authority Commensurate with Responsibility
commercial recreation
21. The path a travel product takes from producer to the consumer - or traveler
pprenticeship
Empowering Others
channel of distribution
Directive
22. A program in which an airline offers free travel - upgrades - and discounts to program members
direct mail
indirect channel
frequent-flyer program
intangibility
23. The process of getting the product to the consumer
empowerment
hospitality-specific traits
amateur sports
distribution
24. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
dependables
Barriers to Delegation
Bargaining
Personal Power
25. Offering rewards or favors to achieve the desired behavior.
buying signals
customer satisfaction
core product
Bargaining
26. The position of an employee at the beggening level of a particular career
benefit
Reward Power
entry-level
job application
27. A feature advantage of a product
franchise
consolidator
Bargaining
benefit
28. Pricing products by calculating all costs and expenses and adding desired profit
Authority Commensurate with Responsibility
goal
cost-plus pricing
competitive advantage
29. Any advertising message sent directly to prospective customers via the mail
Authority Commensurate with Responsibility
direct mail
Power Tactics
Delegation
30. Low levels of dominance and High levels of Sociability - Wants approval - insecure - apologetic
Supportive
average daily rate (ADR)
globalization
entry-level
31. Involving the other person in decisions that directly relate to the desired behavior
indirect channel
Supportive
Consultation
Empowering Others
32. The main product that the customer is buying
franchise
commercial recreation
core product
Delegation
33. A local or regional event with national or possible international appeal that occurs once or annually
hallmark event
customer satisfaction
globalization
infrastructure
34. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
Emotive
direct channel
bed-and-breakfasts (B&Bs)
Delegation
35. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
ecotourism
Directive
charter tour
Personal Power
36. The sale of goods or services to the customer by means of the Internet.
compensation
e-tail
Ingratiating Appeal
Pulling Rank
37. Influencing others to accept greater responsibility and exercise more control over the way they perform their jobs.
advertising
commercial site
Empowering Others
changeability
38. Consistent hospitality service that exceeds guest expectations.
Inspirational Appeal
Referent Power
exemplary guest service
Empowering Others
39. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
empowerment
Centralized Organizations
goal
direct mail
40. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
indirect channel
behavioristics
back of the house
commercial site
41. The area in a lodging facility where support services take place which guests usually do not view
distribution
economic multiplier
Directive
back of the house (lodging)
42. The eventual desired outcome
Position Power
goal
infrastructure
destination
43. 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
amateur sports
behavioristics
globalization
incentive
44. Goods or services that aid the use of the core product
indirect channel
full-service restaurant
facilitating products
cost-plus pricing
45. The method of selling the customer additional related products tied to one name
intermediary
bed-and-breakfasts (B&Bs)
AIDA model
cross-selling
46. The area in a lodging facility that guests view - such as the lobby
entry-level
guest or uniformed services
indirect channel
front of the house (lodging)
47. The area in a hospitality establisment that guests view - such as the entrance and dining room
dependables
Reward Power
Organizational Power
front of the house
48. Athletic activities and competitions for athletes who do not get paid.
direct channel
amateur sports
back of the house (lodging)
customized tour
49. The final stop of a journey - or the goal for travelers
Reasoning
Delegation
pprenticeship
destination
50. Verbal or nonverbal signs of a customer's readiness to buy
back of the house (lodging)
buying signals
consumer show
guest satisfaction