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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. The spoiling or contamination of the natural beauty and features of an enviorment - due to poor planning and design of tourism projects
average daily rate (ADR)
aesthetic pollution
entry-level
Reasoning
2. Enlisting an individual's peers to support the need for the desired behavior.
Peer pressure
Enhancing Power through Alliances
amateur sports
Position Power
3. A positive feeling or reaction customers have when a buisness or product meets their needs
entry-level
customer satisfaction
direct mail
Supportive
4. The path a travel product takes from producer to the consumer - or traveler
channel of distribution
Referent Power
back of the house
Reward Power
5. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
Enhancing Power through Alliances
guest or uniformed services
customer satisfaction
indirect channel
6. Offering rewards or favors to achieve the desired behavior.
cost-plus pricing
demographics
Bargaining
Excessively centralized organization
7. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
customer satisfaction
Decentralized Organization
Coercive Power
Reward Power
8. Emotive - Directive - Reflective - Supportive
Personal Power
exemplary guest service
Centralized Organizations
Power and Communication Styles
9. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
Empowerment
Authority Commensurate with Responsibility
franchise
destination marketing
10. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
concierge
AIDA model
globalization
cross-selling
11. A program in which an airline offers free travel - upgrades - and discounts to program members
channel of distribution
frequent-flyer program
Organizational Power
commercial recreation
12. A local or regional event with national or possible international appeal that occurs once or annually
buisness-to-buisness selling
aesthetic pollution
hallmark event
dependables
13. A tour that is more expensive than a package tour and is designed specifically for an individual tourist.
customized tour
facilitating products
Power Tactics
cross-selling
14. Generally characterized by multiple levels of management and managers who must manage large numbers of people
customized tour
Inspirational Appeal
core product
Excessively centralized organization
15. Ability to punish
AIDA model
Barriers to Delegation
Coercive Power
certification
16. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
Consultation
dependables
goal
informational interveiw
17. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
diversity
full-service restaurant
back of the house (lodging)
Supportive
18. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
buying signals
goal
competitive advantage
follow-up
19. The money left from a person's gross income after taking out taxes
commission
Pulling Rank
disposable income
Emotive
20. Referring to others with greater position power and authority who support the desired behavior.
Upward Appeal
Inspirational Appeal
changeability
ecotourism
21. 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.
customer loyalty
Centralized Organizations
concierge
average daily rate (ADR)
22. Generating enthusiasm and commitment by appealing to the other's values or emotions
average daily rate (ADR)
core product
Inspirational Appeal
Authority Commensurate with Responsibility
23. Pricing products by calculating all costs and expenses and adding desired profit
cost-plus pricing
Upward Appeal
feature
pprenticeship
24. A type of buisness that has more thatn one location with the same name under the same ownership
Coercive Power
chain
customer loyalty
demand
25. Position - Reward - Coercive
Organizational Power
Reflective
chain
Directive
26. An advantage over competitors due to greater value to consumers through lower prices or more benefits.
entrepreneur
dependables
competitive advantage
Peer pressure
27. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
destination marketing
guest satisfaction
direct channel
entry-level
28. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
infrastructure
intermediary
Personal Power
geographics
29. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
destination marketing
consolidator
Bargaining
entry-level
30. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
charter tour
follow-up
experimental method
globalization
31. Using the authority of position power to order the desired behavior
commercial recreation
pprenticeship
chain
Pulling Rank
32. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
Directive
Emotive
Reflective
Delegation
33. Authority to provide rewards
feature
Emotive
Reward Power
full-service restaurant
34. Involving the other person in decisions that directly relate to the desired behavior
indirect channel
entrepreneur
Consultation
front of the house
35. The area in a lodging facility where support services take place which guests usually do not view
back of the house (lodging)
advertising
institutional advertising
certification
36. A resort property in a specefic location with a concentration of recources or facilities
infrastructure
Ingratiating Appeal
destination resort
Position Power
37. An authorization stating that one has fulfilled the requirements for practicing in a feild or career
commercial site
certification
chain
Decentralized Organization
38. A branch of tourism encompassing adventure tourism and sustainable development of regions for future generations
direct channel
Personal Power
ecotourism
Coercive Power
39. Any recreational activity for which a guest pays a fee
commercial recreation
customer loyalty
Power Tactics
customized tour
40. A research method whereby a researcher observes the results of changing one or more marketing variables
Decentralized Organization
concierge
hub-and-spoke system
experimental method
41. Document that job seekers fill out to help employers screen applicants.
job application
demographics
certification
customer satisfaction
42. The main product that the customer is buying
back of the house
competitive advantage
Authority Commensurate with Responsibility
core product
43. The position of an employee at the beggening level of a particular career
disposable income
core product
Reasoning
entry-level
44. Any advertising message sent directly to prospective customers via the mail
direct channel
Referent Power
entrepreneur
direct mail
45. Influencing behavior by presenting facts and appealing to logic.
Reasoning
Expert Power
infrastructure
Barriers to Delegation
46. 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
consolidator
Referent Power
intermediary
incentive
47. An agent who does not work directly for a travel provider but sells his or her products for a fee
dependables
intermediary
Reward Power
guest or uniformed services
48. The amount or quanity of goods and services that consumers are willing to buy at various prices
commission
core product
demand
Directive
49. A rate based on total sales for the day divided by the total number of sold rooms.
geographics
average daily rate (ADR)
destination
Supportive
50. 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
destination
Decentralized Organization
ethics
average daily rate (ADR)
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