Question 1

Approximately what percentage of the U.S. economy is engaged in service industries?

Accepted Answer

A) 100% 
B) 70% 
C) 30% 
D) 85% 
A) 100% 
B) 70% 
C) 30% 
D) 85% B

Question 2

In the book, "Service America" there are two basic kinds of service. They are "Help me" and ________.

Accepted Answer

A) Fix it 
B) Serve me 
C) Talk to me 
D) Support me 
A) Fix it 
B) Serve me 
C) Talk to me 
D) Support me A

Question 3

Outstanding ________ leads to guest loyalty.

Accepted Answer

Guest Satisfaction

Question 4

We have a 1,400 room hotel and sell only 1,200 rooms thus losing the revenue for 200
rooms. This represents the ________ of product.

Accepted Answer

The answer of We have a 1,400 room hotel and...

Question 5

The interrelated nature of hospitality and tourism means that:

Accepted Answer

A) all scopes under the umbrella of the industry have an effect on each other 
B) a person must like to travel in order to be a successful restaurant manager 
C) hospitality employees make the best tourists 
D) one should know all the areas of the industry in order to work in it 
A) all scopes under the umbrella of the industry have an effect on each other 
B) a person must like to travel in order to be a successful restaurant manager 
C) hospitality employees make the best tourists 
D) one should know all the areas of the industry in order to work in it

Question 6

When, "…someone in the back of the house is serving someone in the front of the house…" This is called:

Accepted Answer

A) checks and balances 
B) work ethics 
C) work-place dynamics 
D) the essence of teamwork 
A) checks and balances 
B) work ethics 
C) work-place dynamics 
D) the essence of teamwork

Question 7

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?

Accepted Answer

A) Six Sigma Award 
B) The National Restaurant Association Guest Quality Award 
C) The Malcolm Baldrige National Quality Award 
D) The American Hotel Association Award for Quality Lodging 
A) Six Sigma Award 
B) The National Restaurant Association Guest Quality Award 
C) The Malcolm Baldrige National Quality Award 
D) The American Hotel Association Award for Quality Lodging

Question 8

All of the following are key elements of Disney's guest service except:

Accepted Answer

A) providing complimentary parking 
B) training leaders to become coaches 
C) communicating the traditions and standards of service to all cast members 
D) measuring guest satisfaction 
A) providing complimentary parking 
B) training leaders to become coaches 
C) communicating the traditions and standards of service to all cast members 
D) measuring guest satisfaction

Question 9

________ is a participatory process that provides an 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.

Accepted Answer

Total Qual

Question 10

The Disney service model begins with a ________

Accepted Answer

The answer of The Disney service model begins with a...

Question 11

A commitment to excellence should begin:

Accepted Answer

A) at the start of the college career 
B) after graduation from school 
C) once a person becomes a manager 
D) at the beginning of ones hospitality career 
A) at the start of the college career 
B) after graduation from school 
C) once a person becomes a manager 
D) at the beginning of ones hospitality career

Question 12

You are the manager of a dining room; briefly describe three characteristics that would create guest loyalty
and repeat business?

Accepted Answer

Three characteristics that would create

Question 13

TQM or Total Quality Management is:

Accepted Answer

A) difficult to implement in the hospitality industry 
B) a continuous process that works best when managers are also good leaders 
C) is usually used only in back of the house operations 
D) most effective in an environment where computers are used 
A) difficult to implement in the hospitality industry 
B) a continuous process that works best when managers are also good leaders 
C) is usually used only in back of the house operations 
D) most effective in an environment where computers are used

Question 14

Identify five moments of truth and what you would do to make them positive.

Accepted Answer

1. First impression: When a customer fir

Question 15

According to the National Restaurant Association, when implementing change it is important to do all of the following except:

Accepted Answer

A) involve all employees in the process 
B) state the purpose of the change 
C) monitor, update, and follow up 
D) require all employees to immediately adapt to the change 
A) involve all employees in the process 
B) state the purpose of the change 
C) monitor, update, and follow up 
D) require all employees to immediately adapt to the change

Question 16

The difference between TQM (total quality management) and QC (quality control) is:

Accepted Answer

A)  TQM focuses on error prevention while QC focuses on error detection 
B)  TQM focuses on retention of employees while QC focuses on employee development 
C)  TQM focuses on job skills while QC focuses on job performance 
D)  TQM focuses on error detection while QC focuses on error prevention 
A)  TQM focuses on error prevention while QC focuses on error detection 
B)  TQM focuses on retention of employees while QC focuses on employee development 
C)  TQM focuses on job skills while QC focuses on job performance 
D)  TQM focuses on error detection while QC focuses on error prevention

Question 17

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

Accepted Answer

The answer of A housekeeper cleaning a room, a server...

Question 18

Empowerment is:

Accepted Answer

A) very risky for the hospitality industry 
B) allowing all employees to make their own decisions 
C) a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization 
D) a process that eliminates the need for middle management 
A) very risky for the hospitality industry 
B) allowing all employees to make their own decisions 
C) a feeling of partnership in which employees feel responsible for their jobs and have a stake in the success of the organization 
D) a process that eliminates the need for middle management

Question 19

Since it's introduction, the pineapple has been internationally recognized as:

Accepted Answer

A) a widely used vegetable in the South 
B) a symbol for food establishments 
C) a symbol of hospitality, friendliness, warmth and cheer 
D) a gift from sea captains to yacht passengers 
A) a widely used vegetable in the South 
B) a symbol for food establishments 
C) a symbol of hospitality, friendliness, warmth and cheer 
D) a gift from sea captains to yacht passengers

Question 20

Which of the following is not part of the hospitality umbrella:

Accepted Answer

A) recreation 
B) lodging 
C) trucking 
D) travel 
A) recreation 
B) lodging 
C) trucking 
D) travel

Approximately what percentage of the U.S. economy is engaged in service industries?

In the book, "Service America" there are two basic kinds of service. They are "Help me" and ________.

Outstanding ________ leads to guest loyalty.

We have a 1,400 room hotel and sell only 1,200 rooms thus losing the revenue for 200 rooms. This represents the ________ of product.

The interrelated nature of hospitality and tourism means that:

When, "…someone in the back of the house is serving someone in the front of the house…" This is called:

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?

All of the following are key elements of Disney's guest service except:

________ is a participatory process that provides an 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.

The Disney service model begins with a ________

A commitment to excellence should begin:

You are the manager of a dining room; briefly describe three characteristics that would create guest loyalty and repeat business?

TQM or Total Quality Management is:

Identify five moments of truth and what you would do to make them positive.

According to the National Restaurant Association, when implementing change it is important to do all of the following except:

The difference between TQM (total quality management) and QC (quality control) is:

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

Empowerment is:

Since it's introduction, the pineapple has been internationally recognized as:

Which of the following is not part of the hospitality umbrella:

Tourism

Characteristics of Tourism

Lodging

Lodging Operations

Cruising

Restaurants

Restaurant Operations

Managed Services

Beverages

Clubs

Theme Parks and Attractions

Gaming Entertainment

Meetings, Conventions, and Expositions

Special Events

Filters

Exam 1: Hospitality Spirit

Approximately what percentage of the U.S. economy is engaged in service industries?

In the book, "Service America" there are two basic kinds of service. They are "Help me" and ________.

Outstanding ________ leads to guest loyalty.

We have a 1,400 room hotel and sell only 1,200 rooms thus losing the revenue for 200 rooms. This represents the ________ of product.

The interrelated nature of hospitality and tourism means that:

When, "…someone in the back of the house is serving someone in the front of the house…" This is called:

The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?

All of the following are key elements of Disney's guest service except:

________ is a participatory process that provides an 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.

The Disney service model begins with a ________

A commitment to excellence should begin:

You are the manager of a dining room; briefly describe three characteristics that would create guest loyalty and repeat business?

TQM or Total Quality Management is:

Identify five moments of truth and what you would do to make them positive.

According to the National Restaurant Association, when implementing change it is important to do all of the following except:

The difference between TQM (total quality management) and QC (quality control) is:

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

Empowerment is:

Since it's introduction, the pineapple has been internationally recognized as:

Which of the following is not part of the hospitality umbrella:

Tourism

Characteristics of Tourism

Lodging

Lodging Operations

Cruising

Restaurants

Restaurant Operations

Managed Services

Beverages

Clubs

Theme Parks and Attractions

Gaming Entertainment

Meetings, Conventions, and Expositions

Special Events

Filters