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Hospitality Management
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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 research method whereby a researcher observes the results of changing one or more marketing variables
experimental method
Pulling Rank
guest satisfaction
Directive
2. The process of developing - promoting - and distributing specefic locations to satisfy travelers and maintain appeal as long as possible
benefit
ecotourism
destination marketing
institutional advertising
3. A state of being abstract - as are things that cannot be touched
feature
diversity
intangibility
full-service restaurant
4. A restaurant where a customer sits at a table - gives an order to a server - and is served food at the table
full-service restaurant
ethics
commission
job application
5. A type of buisness that has more thatn one location with the same name under the same ownership
chain
buisness-to-buisness selling
e-tail
direct channel
6. A person who organizes - manages - and takes the risk of owning and operating a buisness
Excessively centralized organization
entrepreneur
Upward Appeal
informational interveiw
7. A tour in which a tour operator buys all the seats on an airplane - train - or bus and resells them to travelers
direct mail
Personal Power
e-tail
charter tour
8. A rate based on total sales for the day divided by the total number of sold rooms.
average daily rate (ADR)
Empowerment
hallmark event
Excessively centralized organization
9. A single- or multi-day exhibition held at a convention or civic center arena.
consumer show
Authority Commensurate with Responsibility
informational interveiw
destination resort
10. An agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.
consolidator
entrepreneur
customer loyalty
charter tour
11. The path a product takes using intermediaries between the producer and consumer
cost-plus pricing
Centralized Organizations
indirect channel
Upward Appeal
12. A formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company
customer satisfaction
informational interveiw
Supportive
benefit
13. 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.
demand
pprenticeship
concierge
destination marketing
14. Offering rewards or favors to achieve the desired behavior.
front of the house (lodging)
Peer pressure
Bargaining
informational interveiw
15. An organization that works with meeting planners to provide tourist information services to business and leisure travelers
convention and visitors bureau (CVB)
chain
buying signals
empowerment
16. A positive feeling or reaction customers have when a buisness or product meets their needs
commission
certification
customer satisfaction
Ingratiating Appeal
17. Statistics that describe a population in terms of personal characteristics - such as age - gender - income - ethinicity - or education
indirect channel
Pulling Rank
demographics
Ingratiating Appeal
18. The fulfillment of guests' needs and wants regarding recieving quality hospitality products
guest satisfaction
Enhancing Power through Alliances
advertising
changeability
19. Small unique inns that offer a full breakfast with a night's stay
destination resort
hallmark event
Amtrak
bed-and-breakfasts (B&Bs)
20. A framework for creating an advertising message that that gets Attention - holds Interest - stimulates Desire - and acheives Action
destination
commercial site
AIDA model
commercial recreation
21. METHODS by which managers use their sources of power to influence the behavior of their employees - peers - and supervisors.
Power
consumer show
Reward Power
Enhancing Power through Alliances
22. The granting of authority or power to front-line personnel for handling and solving guests' problems
Directive
empowerment
infrastructure
competitive advantage
23. A program in which an airline offers free travel - upgrades - and discounts to program members
back of the house (lodging)
frequent-flyer program
incentive
Reflective
24. The area in a lodging facility that guests view - such as the lobby
buisness-to-buisness selling
front of the house (lodging)
career plan
Empowerment
25. Consistent hospitality service that exceeds guest expectations.
Pulling Rank
exemplary guest service
disposable income
incentive
26. Authority granted to a position within the hierarchy of an organization
front of the house (lodging)
Position Power
cross-selling
Reward Power
27. The physical components of a destination - such as hotels - resturants - roadways - and transportation - that support tourism
infrastructure
hallmark event
intangibility
direct mail
28. Any paid form of nonpersonal presentation and promotion of ideas - goods - or services by an identified sponsor
indirect channel
geographics
advertising
direct channel
29. Goods or services that aid the use of the core product
channel of distribution
Ingratiating Appeal
facilitating products
Power and Communication Styles
30. Redistribution of power within an organization that enables managers - supervisors - and employees to perform their jobs more efficiently and effectively.
distribution
Power and Communication Styles
Expert Power
Empowerment
31. The customer's faithfulness to a business and its product - demonstrated by the customer purchasing the product again
dependables
intangibility
amateur sports
customer loyalty
32. Personal characteristics admired by others
commercial recreation
buying signals
certification
Referent Power
33. A written statement of career goals and the necessary steps to acheive them
diversity
Empowerment
follow-up
career plan
34. An agent who does not work directly for a travel provider but sells his or her products for a fee
demand
certification
ecotourism
intermediary
35. Involving the other person in decisions that directly relate to the desired behavior
buisness-to-buisness selling
economic multiplier
commercial recreation
Consultation
36. Verbal or nonverbal signs of a customer's readiness to buy
buying signals
Expert Power
frequent-flyer program
Reward Power
37. Ability to influence the behavior of others
Expert Power
customer loyalty
experimental method
Power
38. Authority to provide rewards
Reward Power
Upward Appeal
destination
certification
39. A basic - physical - or extended attribute of a product or purchase
feature
Directive
Pulling Rank
Organizational Power
40. A fee or payment based on a percentage of products sold
commission
compensation
Enhancing Power through Alliances
dependables
41. Generally characterized by multiple levels of management and managers who must manage large numbers of people
frequent-flyer program
Excessively centralized organization
average daily rate (ADR)
cost-plus pricing
42. Ethnic variety as well as socioeconomic and gender variety in a group or society
diversity
commercial recreation
Barriers to Delegation
front of the house
43. The area in a lodging facility where support services take place which guests usually do not view
commercial recreation
demographics
back of the house (lodging)
Decentralized Organization
44. The area in a hospitality establisment that guests view - such as the entrance and dining room
front of the house
informational interveiw
buisness-to-buisness selling
consumer show
45. Using the authority of position power to order the desired behavior
hub-and-spoke system
customer satisfaction
franchise
Pulling Rank
46. A hotel staff member who performs all of the functions of a desk clerk/agent - concierge - and valet
guest service agent (GSA)
amateur sports
customer loyalty
Reflective
47. High levels of dominance and Low levels of Sociability - Arrogant - stubborn - dry
follow-up
experimental method
aesthetic pollution
Directive
48. The increasing integration of the world economy
globalization
guest or uniformed services
consumer show
exemplary guest service
49. The final stop of a journey - or the goal for travelers
compensation
hub-and-spoke system
chain
destination
50. The type of selling whereby one buisness sells goods or services to another buisness
buisness-to-buisness selling
hallmark event
destination
Organizational Power