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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. The area in a lodging facility where support services take place which guests usually do not view
back of the house (lodging)
core product
hub-and-spoke system
competitive advantage
2. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
AIDA model
exemplary guest service
Authority Commensurate with Responsibility
customer loyalty
3. Have power structures that place most decision-making authority at TOP MANAGEMENT LEVELS.
guest service agent (GSA)
Centralized Organizations
concierge
full-service restaurant
4. A phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place
destination
Delegation
AIDA model
follow-up
5. Influencing behavior by presenting facts and appealing to logic.
Empowering Others
guest satisfaction
aesthetic pollution
Reasoning
6. Managers build most of barriers - Lack of experience - Lack of Organizational Skills - Fear of being disliked
ethics
Barriers to Delegation
compensation
hallmark event
7. The granting of authority or power to front-line personnel for handling and solving guests' problems
entry-level
destination resort
compensation
empowerment
8. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
informational interveiw
aesthetic pollution
entry-level
Enhancing Power through Alliances
9. Offering rewards or favors to achieve the desired behavior.
Bargaining
Power Tactics
channel of distribution
commission
10. Consultation - reasoning - inspirational appeal - ingratiating appeal - peer pressure - bargaining - pulling rank - upward appeal.
advertising
Power Tactics
e-tail
Upward Appeal
11. Athletic activities and competitions for athletes who do not get paid.
Enhancing Power through Alliances
elasticity of demand
amateur sports
Reasoning
12. The path a product takes without the help of any intermediaries between the producer and consumer
Empowerment
direct channel
Supportive
commission
13. Travel for the sole purpose of conducting and individuals or companys buisness
business travel
Peer pressure
indirect channel
concierge
14. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
Bargaining
charter tour
advertising
indirect channel
15. Winning approval through praise or flattery
charter tour
guest or uniformed services
aesthetic pollution
Ingratiating Appeal
16. A research method whereby a researcher observes the results of changing one or more marketing variables
e-tail
experimental method
Amtrak
cross-selling
17. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
Decentralized Organization
Empowering Others
informational interveiw
follow-up
18. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
destination resort
economic multiplier
entry-level
destination marketing
19. Statistics about consumers based on their knowledge - attitudes - use - or response to a product
Ingratiating Appeal
intangibility
concierge
behavioristics
20. Advertising with a goal of developing goodwill or a positive image
incentive
Authority Commensurate with Responsibility
institutional advertising
direct channel
21. Emotive - Directive - Reflective - Supportive
Power and Communication Styles
consumer show
Consultation
Coercive Power
22. A written statement of career goals and the necessary steps to acheive them
career plan
changeability
Excessively centralized organization
diversity
23. High levels of dominance and High levels of Sociability - Emotional - exaggerative - outspoken
Empowerment
Power
Emotive
average daily rate (ADR)
24. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
core product
Empowering Others
convention and visitors bureau (CVB)
consolidator
25. The area in a hospitality establisment that guests view - such as the entrance and dining room
distribution
hallmark event
hub-and-spoke system
front of the house
26. Position - Reward - Coercive
frequent-flyer program
Empowerment
commercial site
Organizational Power
27. Ability to punish
Bargaining
Coercive Power
Directive
Reasoning
28. Involving the other person in decisions that directly relate to the desired behavior
career plan
goal
Power Tactics
Consultation
29. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
economic multiplier
hospitality-specific traits
facilitating products
guest satisfaction
30. Low levels of dominance and Low levels of Sociability - Avoid decisions - stiff
Directive
Supportive
direct channel
Reflective
31. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
Delegation
customer loyalty
Power and Communication Styles
customized tour
32. When managers are given responsibility for achieving certain goals but have insufficient authority to take the necessary steps toward achieving them.
Authority Commensurate with Responsibility
intangibility
Supportive
Directive
33. 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
Ingratiating Appeal
customer loyalty
goal
incentive
34. The main product that the customer is buying
Delegation
Ingratiating Appeal
follow-up
core product
35. Authority to provide rewards
Personal Power
institutional advertising
incentive
Reward Power
36. Enlisting an individual's peers to support the need for the desired behavior.
Ingratiating Appeal
Position Power
destination
Peer pressure
37. The variation of consumer demand due to a change in price
elasticity of demand
hospitality-specific traits
direct mail
Consultation
38. A feature advantage of a product
benefit
Coercive Power
concierge
buisness-to-buisness selling
39. An agent who does not work directly for a travel provider but sells his or her products for a fee
Authority Commensurate with Responsibility
advertising
intermediary
Coercive Power
40. A person who organizes - manages - and takes the risk of owning and operating a buisness
goal
certification
exemplary guest service
entrepreneur
41. Specialized knowledge or skill
hub-and-spoke system
Expert Power
pprenticeship
guest or uniformed services
42. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
Upward Appeal
changeability
demographics
incentive
43. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
guest service agent (GSA)
consumer show
Directive
informational interveiw
44. A state of being abstract - as are things that cannot be touched
Coercive Power
intangibility
frequent-flyer program
exemplary guest service
45. 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
Reward Power
franchise
back of the house
bed-and-breakfasts (B&Bs)
46. The process of getting the product to the consumer
guest satisfaction
direct mail
distribution
Position Power
47. The path a product takes using intermediaries between the producer and consumer
commission
demographics
indirect channel
Reflective
48. An establishment - such as a restaurant - where a food-and-beverage business competes for customers
Power and Communication Styles
commercial site
core product
empowerment
49. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
Expert Power
business travel
Referent Power
full-service restaurant
50. Authority granted to a position within the hierarchy of an organization
Power and Communication Styles
charter tour
Position Power
behavioristics