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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. Document that job seekers fill out to help employers screen applicants.
job application
incentive
Power
core product
2. Involving the other person in decisions that directly relate to the desired behavior
incentive
feature
Supportive
Consultation
3. Referring to others with greater position power and authority who support the desired behavior.
average daily rate (ADR)
franchise
customer loyalty
Upward Appeal
4. An educational - hands-on exspirience working in an established buisness under the guidance of a skilled worker.
pprenticeship
Reward Power
cross-selling
commercial recreation
5. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
Power
Centralized Organizations
bed-and-breakfasts (B&Bs)
Power Tactics
6. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
buisness-to-buisness selling
full-service restaurant
Reflective
advertising
7. The final stop of a journey - or the goal for travelers
Excessively centralized organization
AIDA model
informational interveiw
destination
8. Generally characterized by multiple levels of management and managers who must manage large numbers of people
core product
Excessively centralized organization
Coercive Power
empowerment
9. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
hallmark event
Power and Communication Styles
Directive
customer loyalty
10. Ability to influence the behavior of others
buisness-to-buisness selling
charter tour
Power
Empowerment
11. An effective network for an airline formed by a hub - or a large airport - connected to other smaller airports called spokes
globalization
dependables
Expert Power
hub-and-spoke system
12. The process of getting the product to the consumer
distribution
cross-selling
exemplary guest service
career plan
13. Specialized knowledge or skill
ethics
direct mail
Upward Appeal
Expert Power
14. A resort property in a specefic location with a concentration of recources or facilities
informational interveiw
guest service agent (GSA)
Power
destination resort
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.
entry-level
concierge
front of the house
behavioristics
16. The area in a hospitality establisment that guests view - such as the entrance and dining room
indirect channel
front of the house (lodging)
front of the house
Authority Commensurate with Responsibility
17. The area in a lodging facility where support services take place which guests usually do not view
entry-level
Bargaining
Pulling Rank
back of the house (lodging)
18. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
full-service restaurant
charter tour
Directive
front of the house (lodging)
19. Position - Reward - Coercive
diversity
Organizational Power
core product
hub-and-spoke system
20. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
elasticity of demand
Reflective
Position Power
AIDA model
21. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
ethics
demographics
empowerment
elasticity of demand
22. Winning approval through praise or flattery
Pulling Rank
e-tail
Ingratiating Appeal
Power Tactics
23. A company that operates a railroad system with combined passenger and rail service throughout the continental United States
average daily rate (ADR)
aesthetic pollution
follow-up
Amtrak
24. A state of being abstract - as are things that cannot be touched
intangibility
commercial recreation
Supportive
geographics
25. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
destination marketing
infrastructure
entrepreneur
geographics
26. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
front of the house
Personal Power
Enhancing Power through Alliances
convention and visitors bureau (CVB)
27. A rate based on total sales for the day divided by the total number of sold rooms.
full-service restaurant
Ingratiating Appeal
average daily rate (ADR)
hub-and-spoke system
28. Expert - Referent
intangibility
Personal Power
destination
average daily rate (ADR)
29. Have power structures that place decision-making authority at LOWEST ORGANIZATIONAL LEVELS.
commercial recreation
Decentralized Organization
customer satisfaction
Upward Appeal
30. The increasing integration of the world economy
cost-plus pricing
globalization
channel of distribution
Reflective
31. 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
intangibility
elasticity of demand
ethics
consumer show
32. A local or regional event with national or possible international appeal that occurs once or annually
Power Tactics
Inspirational Appeal
goal
hallmark event
33. Authority to provide rewards
aesthetic pollution
cross-selling
infrastructure
Reward Power
34. Travelers who prefer familiarity and creature comforts and seldom try anything new or different
dependables
incentive
Authority Commensurate with Responsibility
guest service agent (GSA)
35. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
Upward Appeal
Directive
pprenticeship
competitive advantage
36. 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
back of the house
buying signals
Peer pressure
customer satisfaction
37. Athletic activities and competitions for athletes who do not get paid.
cross-selling
empowerment
destination
amateur sports
38. The position of an employee at the beggening level of a particular career
Empowerment
entry-level
Directive
average daily rate (ADR)
39. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
distribution
Consultation
Authority Commensurate with Responsibility
institutional advertising
40. A condition of being subject to change or alteration
changeability
goal
commission
diversity
41. A feature advantage of a product
certification
Power
consolidator
benefit
42. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
advertising
Bargaining
Emotive
informational interveiw
43. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
guest satisfaction
full-service restaurant
Upward Appeal
Coercive Power
44. The main product that the customer is buying
aesthetic pollution
core product
Decentralized Organization
Delegation
45. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
infrastructure
intangibility
Empowerment
Power Tactics
46. Ability to punish
Coercive Power
frequent-flyer program
intangibility
infrastructure
47. Using the authority of position power to order the desired behavior
Pulling Rank
convention and visitors bureau (CVB)
economic multiplier
informational interveiw
48. The area in a lodging facility that guests view - such as the lobby
competitive advantage
Centralized Organizations
pprenticeship
front of the house (lodging)
49. The type of selling whereby one buisness sells goods or services to another buisness
Position Power
guest service agent (GSA)
buisness-to-buisness selling
Pulling Rank
50. Emotive - Directive - Reflective - Supportive
benefit
Power and Communication Styles
incentive
Directive