Exam 1: Hospitality Spirit

__________ are a set of moral principles and values that people use to answer questions about what is right or wrong.

All of the following are key elements of Disney's guest service except: • providing free parking • training leaders to become coaches • measuring guest satisfaction • communicating the traditions and standards of service to all cast members

According to the National Restaurant Association, when implementing change it is important to do all of the following except: • State the purpose of the change • Require all employees to immediately adapt to the change- no questions asked • Involve all employees in the process • Monitor, update, and follow up

Based on data from the U.S. Census Bureau, graduates with a bachelor's degree can earn approximately _____________ million over a lifetime. • $1.2 • $1.6 • $2.1 • $2.5

Internal customers are: • those who have checked into the hotel • those who have been seated in a restaurant dining room • loyal customers who return frequently • the people inside any company who receive or benefit from the output of work done by other in the company

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__________ keeps guests happy and creates repeat business, which is less expensive than attracting new guests.

The interrelated nature of hospitality and tourism means that: • one must know all the areas of the industry in order to work in it • a person must like to travel in order to be a successful cook • all scopes under the umbrella of the industry have an effect on each other • advancement is not possible

Perfecting service includes: • having effective leaders who make things happen • having the knowledge, skills, and attitude required to get the most out of people • attending programs to enhance professional development • all of these are examples of perfecting service

Disney recognizes that rewarding employees is not a one size fits all system, which of the following is not a way in which Disney employees might be rewarded and/or recognized? • Recognition of years of service through pins, statutes and a special dinner • Hosting special social events for cast members and their families • Management hosts a family Christmas party for cast members after hours • Employees pay full-price for parking and access to each of the theme parks

The difference between TQM (total quality management) and QC (quality control) is: • TQM focuses on error detection while QC focuses on error prevention • TQM focuses on retention of employees while QC focuses on error detection • TQM focuses on error prevention while QC focuses on error detection • TQM focuses on job skills while QC focuses on job performance

With operations in more than 150 countries, ______________________ is one of the largest privately held corporations in the United States and a leader in providing hospitality management, franchising, and direct-to-consumer services. • Lettuce Entertain You • Carlson Companies • Disney • Marriott

__________ is a participatory process that provides and opportunity for employees of all levels to work in groups to establish guest service expectations and determine the best way to meet or exceed guest expectations.

Ethics is: • not about personal value systems • a set of moral principles and values used to answer questions about right and wrong • not important in the service industry • only a management concern

In the hospitality industry, perishability means: • spoiled food that must be discarded • an unsold airline seat, hotel room, or empty restaurant table • is intangible so there is no need to worry about it • cannot be measured

Empowerment is: • a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization • allowing all employees to make any decision they want • a process that eliminates the need for management • too risky for the hospitality industry

The hospitality industry is unique because of its __________ of product and consumption of service and the perishability of the product.

Great service: • Can result in repeat business • is very simple to achieve • happens in all hospitality industry • is not expected by most guests

A commitment to excellence should begin: • after graduation from school • once a person becomes a manager • only when someone owns a business • at the beginning of ones hospitality career

A guest is anyone who: • receives or benefits from the output of someone's work • stays at a lodging property for more than one night • is willing to pay for a product • works in the back of the house