Exam 1: Hospitality Spirit

Which of the following could be considered unethical? • Seeking a fair and honest profit. • Working to protect the environment by recycling when no process exists • Publishing work performance standards • Accepting a $1000 gift from a purveyor for continuing to use their services.

Which company has the motto, "Ladies and gentlemen taking care of ladies and gentlemen"? • Ritz- Carlton • Marriott • Hyatt • Holiday Inn

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999? • The American Hotel Association Award for Quality Lodging • Six Sigma Award • The Malcolm Baldrige National Quality Award • The National Restaurant Association Guest Quality Award

Which of the following is not part of the hospitality umbrella: • trucking • lodging • recreation • travel

Which of the following would not be a moment of truth? • Calling a restaurant for a reservation • Server taking your order • Your car not starting when it is time to leave for a meeting • Guest calling for directions while trying to find the restaurant

Guest loyalty is: • keeping guests happy and returning as guests • putting regular customers before new customers • over booking reservations for regular customers and putting them first • not important if you have great food or clean rooms

The __________ is a symbol of welcome, friendship and hospitality.

An employee serving a guest works in the __________ .

Based on the book "At America's Service," which of the following is not one of the seven deadly sins of service: • Apathy • Cheerfulness • Coldness • Runaround

The hospitality and tourism industry is: • a field that offers few opportunities for advancement • the largest and fastest growing industry in the world • limited in scope • only found in large cities

A housekeeper cleaning a room, a server taking an order or an event planner answering the phone are all examples of a __________ .

In order to empower employees, managers should do all of the following except: • Take risks and delegate • Share information and foster a learning environment • Involve employees • Belittle employees for making poor decisions

The __________ forecasts a need for thousands of supervisors and managers for the hospitality industry.

The Malcolm Baldrige National Quality Award is the __________ level of national recognition a company can receive.

A __________ is the career progression available in each segment of the hospitality industry.

Approximately what percentage of many countries economies are engaged in service industries? • 85% • 30% • 70% • 100%

Since it's introduction, the pineapple has been internationally recognized as: • non-nutritional • a widely used vegetable in the South • a symbol of hospitality, friendliness, warmth and cheer • a gift from sea captains to yacht passengers

A feeling of partnership in which employees feel responsible for their jobs and that they have a stake in the success of the organization is known as __________ .

"We create happiness" is the mission statement of __________ corporation.

TQM or Total Quality Management is: • impossible to implement in the hospitality industry • best used in a manufacturing environment • can only be used in back of the house departments • a continuous process that works best when managers are also good leaders