Question 1

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?

Accepted Answer

Students will look at each program with a variety of pros and cons.Internships are often viewed as an opportunity for "real world" experience but if they are not managed properly,students often fall into the "gopher " role.Shadowing is effective for a short ^-term glimpse into the industry but the experience is exactly that: short term.Mentoring is usually most effective as part of the new employee orientation process.

Question 2

Since its introduction,the pineapple has been internationally recognized as

Accepted Answer

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

Question 3

Internal customers are

Accepted Answer

A) the employees 
B) hotel guests 
C) restaurant dining room customers 
D) loyal customers who return often 
A) the employees 
B) hotel guests 
C) restaurant dining room customers 
D) loyal customers who return often A

Question 4

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.

Accepted Answer

The list will vary from student to stude

Question 5

Inseparability refers to

Accepted Answer

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

Question 6

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

Accepted Answer

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

Question 7

The central focus in hospitality is

Accepted Answer

A) provide a profit 
B) guest service 
C) communication 
D) attitude 
A) provide a profit 
B) guest service 
C) communication 
D) attitude

Question 8

Empowerment is

Accepted Answer

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

Question 9

One of the most important in -room amenities that enables guest satisfaction is

Accepted Answer

A) air conditioning 
B) internet 
C) remote control 
D) mini -bar 
E) TV 
A) air conditioning 
B) internet 
C) remote control 
D) mini -bar 
E) TV

Question 10

Key to being successful in the hospitality industry is

Accepted Answer

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

Question 11

In the hospitality industry the concept of perishability means

Accepted Answer

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

Question 12

Intangible means

Accepted Answer

A) A souvenir purchased as a gift 
B) Something the guest uses but does not possess 
C) assets of the business 
D) physical property 
A) A souvenir purchased as a gift 
B) Something the guest uses but does not possess 
C) assets of the business 
D) physical property

Question 13

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

Accepted Answer

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

Question 14

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.

Accepted Answer

The common answers here will center arou

Question 15

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.

Accepted Answer

Most students will note their perfect sc

Question 16

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

Accepted Answer

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

Question 17

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

Accepted Answer

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

Question 18

TQM focuses on

Accepted Answer

A) error prevention 
B) profit 
C) error detection 
D) guest's needs 
A) error prevention 
B) profit 
C) error detection 
D) guest's needs

Question 19

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

Accepted Answer

Students should outline how they want th

Question 20

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

Accepted Answer

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

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?

Since its introduction,the pineapple has been internationally recognized as

Internal customers are

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.

Inseparability refers to

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

The central focus in hospitality is

Empowerment is

One of the most important in ^-room amenities that enables guest satisfaction is

Key to being successful in the hospitality industry is

In the hospitality industry the concept of perishability means

Intangible means

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

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.

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.

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

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

TQM focuses on

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

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

The Hotel Business

Rooms Division

Food and Beverage

Beverages

The Restaurant Business

Restaurant Management

Managed Services

Tourism

Recreation,attractions,and Clubs

Gaming Entertainment

Meetings,conventions,and Expositions

Special Events

Leadership and Management

Filters

Exam 1: Introducing Hospitality

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?

Since its introduction,the pineapple has been internationally recognized as

Internal customers are

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.

Inseparability refers to

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

The central focus in hospitality is

Empowerment is

One of the most important in -room amenities that enables guest satisfaction is

Key to being successful in the hospitality industry is

In the hospitality industry the concept of perishability means

Intangible means

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

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.

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.

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

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

TQM focuses on

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

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

The Hotel Business

Rooms Division

Food and Beverage

Beverages

The Restaurant Business

Restaurant Management

Managed Services

Tourism

Recreation,attractions,and Clubs

Gaming Entertainment

Meetings,conventions,and Expositions

Special Events

Leadership and Management

Filters

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?

One of the most important in ^-room amenities that enables guest satisfaction is

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.