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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. Emotive - Directive - Reflective - Supportive
Power and Communication Styles
informational interveiw
Upward Appeal
convention and visitors bureau (CVB)
2. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
Inspirational Appeal
destination marketing
e-tail
entrepreneur
3. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
Bargaining
Reasoning
hub-and-spoke system
guest satisfaction
4. Offering rewards or favors to achieve the desired behavior.
direct channel
concierge
behavioristics
Bargaining
5. Generating enthusiasm and commitment by appealing to the other's values or emotions
back of the house
Inspirational Appeal
core product
feature
6. Travel for the sole purpose of conducting and individuals or companys buisness
ethics
business travel
guest satisfaction
Delegation
7. A rate based on total sales for the day divided by the total number of sold rooms.
hallmark event
intangibility
economic multiplier
average daily rate (ADR)
8. Authority granted to a position within the hierarchy of an organization
destination resort
Coercive Power
Position Power
Peer pressure
9. An agent who does not work directly for a travel provider but sells his or her products for a fee
job application
hallmark event
intangibility
intermediary
10. Position - Reward - Coercive
Enhancing Power through Alliances
Position Power
Organizational Power
ecotourism
11. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
channel of distribution
Position Power
Emotive
e-tail
12. A program in which an airline offers free travel - upgrades - and discounts to program members
Supportive
frequent-flyer program
front of the house
guest or uniformed services
13. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
Power and Communication Styles
entrepreneur
job application
consolidator
14. Authority to provide rewards
Organizational Power
changeability
Reward Power
frequent-flyer program
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.
Reward Power
AIDA model
front of the house
concierge
16. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
advertising
Authority Commensurate with Responsibility
franchise
customer satisfaction
17. Document that job seekers fill out to help employers screen applicants.
Excessively centralized organization
guest satisfaction
customer satisfaction
job application
18. Verbal or nonverbal signs of a customer's readiness to buy
changeability
buying signals
Reasoning
geographics
19. The final stop of a journey - or the goal for travelers
cost-plus pricing
amateur sports
Decentralized Organization
destination
20. Small unique inns that offer a full breakfast with a night's stay
core product
Reflective
bed-and-breakfasts (B&Bs)
distribution
21. A type of buisness that has more thatn one location with the same name under the same ownership
chain
AIDA model
ethics
customized tour
22. Enlisting an individual's peers to support the need for the desired behavior.
intangibility
indirect channel
Peer pressure
charter tour
23. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
Authority Commensurate with Responsibility
Pulling Rank
Empowerment
customized tour
24. Any advertising message sent directly to prospective customers via the mail
Barriers to Delegation
e-tail
direct mail
dependables
25. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
economic multiplier
full-service restaurant
demographics
dependables
26. A single- or multi-day exhibition held at a convention or civic center arena.
consumer show
direct channel
back of the house
Power Tactics
27. A written statement of career goals and the necessary steps to acheive them
hospitality-specific traits
direct channel
Supportive
career plan
28. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
destination
direct mail
buying signals
customer loyalty
29. Statistics about where people live.
Delegation
geographics
Centralized Organizations
Upward Appeal
30. The area in a hospitality establishment that guests usually do not view - including all areas responsible for food quality and production - such as the kitchen and recieving - office - and storage areas
franchise
direct mail
infrastructure
back of the house
31. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
guest service agent (GSA)
Decentralized Organization
informational interveiw
buying signals
32. Consistent hospitality service that exceeds guest expectations.
exemplary guest service
Decentralized Organization
e-tail
facilitating products
33. 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
Reflective
Bargaining
ethics
entry-level
34. Goods or services that aid the use of the core product
Organizational Power
facilitating products
Supportive
consumer show
35. 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
Centralized Organizations
incentive
diversity
feature
36. The eventual desired outcome
guest service agent (GSA)
benefit
goal
buying signals
37. A form of payment that may include wages - benefits - and/ or incentives in return work.
certification
commercial site
compensation
Directive
38. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
advertising
AIDA model
hub-and-spoke system
destination
39. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
guest satisfaction
Expert Power
full-service restaurant
customer satisfaction
40. The area in a lodging facility where support services take place which guests usually do not view
AIDA model
Referent Power
exemplary guest service
back of the house (lodging)
41. Ability to punish
Coercive Power
direct channel
certification
diversity
42. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
ethics
front of the house
demographics
Centralized Organizations
43. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
Empowerment
Organizational Power
commercial site
competitive advantage
44. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
average daily rate (ADR)
Reward Power
informational interveiw
Barriers to Delegation
45. A resort property in a specefic location with a concentration of recources or facilities
destination resort
e-tail
certification
Amtrak
46. The main product that the customer is buying
cross-selling
customer satisfaction
Peer pressure
core product
47. The money left from a person's gross income after taking out taxes
follow-up
disposable income
charter tour
concierge
48. A company that operates a railroad system with combined passenger and rail service throughout the continental United States
front of the house (lodging)
Consultation
destination marketing
Amtrak
49. Assigning responsibility and granting authority to employees to perform tasks or make decisions for which the manager is still accountable.
compensation
Delegation
Supportive
intangibility
50. Personal characteristics admired by others
guest service agent (GSA)
Referent Power
Empowerment
amateur sports