Deck 1: Introducing Hospitality

Question 1

In the hospitality industry the concept of perishability means

A) spoiled food that must be discarded
B) an unsold airline seat, hotel room or empty restaurant table
C) it is intangible
D) it cannot be measured

Answer 1

an unsold airline seat, hotel room or empty restaurant table

Question 2

Each of the following is a characteristic of the Hospitality Industry EXCEPT:

A) product is intangible and perishable
B) no such thing as business hours
C) the service product and the guest are separate
D) characterized by shift work

Answer 2

the service product and the guest are separate

Question 3

Key to being successful in the hospitality industry is

A) being a service-oriented person
B) knowing how to cook
C) waiting tables
D) bartending skills

Answer 3

being a service-oriented person

Question 4

Guest calls for reservations and a guest welcome are both examples of what?

A) Moments of Truth
B) Moments of Reason
C) Moments of Reality
D) Moments of Fact

Question 5

Guest loyalty is

A) advertising the hotel to new guests
B) prioritizing new guests over returning guests
C) keeping guests happy and returning often
D) overbooking reservations to maximize profits

Question 6

You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples.

Question 7

Empowerment is

A) allowing all employees to make any decision they want
B) a process that eliminates the need for management
C) delegated to management only
D) a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations success

Question 8

Anyone who receives or benefits from the output of someone's work is

A) a customer
B) internal guest
C) an employee
D) a guest

Question 9

You are being interviewed for an entry-level management position with a cruise line. Generate a list of five questions that you think would best allow you to portray yourself as the perfect candidate for the job

Question 10

Inseparability refers to

A) the fact that production and consumption occur simultaneously
B) hospitality products being inherently heterogeneous
C) hospitality products are tangible
D) the fact that production and consumption occur independently

Question 11

Internal customers are

A) those who have checked into the hotel
B) those who have been seated in a restaurant dining room
C) loyal customers who return often
D) the employees

Question 12

The purpose of a self-assessment is to

A) apply for a promotion
B) create goals and objectives for the company
C) prepare for an interview
D) measure strengths and weaknesses

Question 13

Which of the following would NOT be a moment of truth?

A) calling a restaurant for a reservation
B) server takes your order
C) your car will not start when it is time to go to the restaurant
D) hostess greets you and asks you to wait

Question 14

All of the following are part of Disney's "Five Steps of Leadership" EXCEPT:

A) provide clear expectations
B) communicate expectations through demonstration
C) hold managers accountable for member feedback
D) coach through honest and direct feedback

Question 15

Intangible means

A) assets of the business
B) physical property
C) cannot be perceived by the senses
D) A souvenir purchased as a gift

Question 16

The symbol of welcome, friendship and hospitality is a(n)

A) orange
B) corn
C) pineapple
D) grapefruit
E) pinecone

Question 17

Ethics is (are)

A) the standards of the organization
B) a set of moral principles and values used to answer questions about right and wrong
C) service industry policies
D) a set of laws governing business practices

Question 18

Since its introduction, the pineapple has been internationally recognized as

A) nonnutritional
B) a widely used vegetable in the southwest
C) a symbol of danger
D) a symbol of hospitality

Question 19

The concept of protecting the natural resources of the planet while achieving corporate profitability

A) sustainability
B) productivity
C) operational values
D) perishability

Question 20

Discuss the pros and cons of an internship program, a job-shadowing program, and a mentoring program. Which do you think is most effective and why?

Question 21

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Question 22

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Question 23

You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the time they arrive at the terminal to the time they land in LA.

Question 24

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences?