Exam 1: Hospitality Spirit

"Service Spirit" may be defined differently for different people. List and describe three characteristics of a good server.

An employee serving a guest will most often work in the ________.

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

Great service:

A ________ is someone who receives or benefits from the output of someone's work.

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

In the hospitality industry, perishability means:

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 ________.

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

List five trends that have an impact on the hospitality industry and provide one example of each.

Guest loyalty is:

Ethics is:

Internal customers are:

A guest is anyone who:

The ________ are the people who work inside the company and receive or benefit from the output of work done by others in the company.

Which of the following could be considered unethical?

Moments of truth are:

List three ways in which the back of the house serves the front of the house to meet guest needs and expectations.

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

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