Hospitality Today: An Introduction
Practice Tests
This booklet contains self-graded practice tests for every chapter in Hospitality Today: An Introduction, Eighth
Edition. Because these questions are similar in format and content to the questions on the Final Exam, you can begin
to prepare for the Final Exam with your first assignment. The answers to all questions can be found in the Practice
Test Answer Key at the back of this booklet.
103T Hospitality Today: An Introduction 1
Chapter 1 Service Makes the Difference
NAME _________________________________________________
DATE ___________________________________
1. When it comes to judging the quality of service, whose expectations are most important?
a. the person receiving the service
b. the staff member providing the service
c. the staff member’s boss
d. the owner of the company
2. Good service is:
a. work done for others.
b. service that meets customer needs in the way that customers want and expect them to be met.
c. activities performed by people for the benefit of others.
d. service in which the staff members providing the service treat every moment of truth the same way.
3. In a service business:
a. production and consumption are completely separate.
b. services can be inspected for quality before they are “consumed” by customers.
c. other customers are part of the service product.
d. customers never see the service “factory.”
4. A SWOT analysis is an analysis:
a. of a company’s internal and external environments, looking for strengths, weaknesses, opportunities, and
threats.
b. used by manufacturing companies to determine whether they have the capacity to successfully provide
parts to an assembly line or other assembly area “just in time.”
c. that focuses on the intangibles involved when service companies attempt to provide excellent service to
customers during “moments of truth.”
d. that looks at a company’s ability to meet its financial obligations; it usually takes place at the beginning
of each fiscal year.
5. At the Walt Disney Company, managers spend two days of employee orientation telling newly hired employees
the history of the company, relating Walt Disney’s life story, and teaching new hires the Disney “language.”
The reason they do this is to:
a. make sure Disney’s new employees know who Walt Disney is.
b. teach new employees the corporate culture.
c. entertain the new employees.
d. weed out those employees who are bored by such information.
6. If a restaurant offers the same amount of capacity no matter how high the demand, it is following a __________
strategy.
a. horizontal-market
b. chased-capacity
c. static-market
d. level-capacity
7. Hotels and restaurants are “capacity-constrained” businesses. This means that:
a. they must manage both supply (production capacity) and demand.
b. their ability to grow is restricted because of their customers’ role in production.
c. the number of customers they can serve is limited or “constrained” by such variables as the amount of
staff, equipment, and seats or rooms they have.
d. a and c
103T Hospitality Today: An Introduction
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8. Which of the following statements about providing good service is false?
a. High turnover rates make it harder for a company to provide good service.
b. Companies that succeed create a service strategy for each market segment and stick to it.
c. Service-oriented companies look for ways to reduce the time customers or guests have to wait for
service.
d. Companies that provide good service make sure their employees don’t act like managers and try to solve
problems on their own.
9. Which of the following statements about staff turnover and service is true?
a. Staff turnover helps a business provide good service, because a constant flow of new people is beneficial.
b. Since new employees tend to handle “moments of truth” with customers better than veteran employees,
staff turnover helps companies provide good service.
c. Staff turnover hurts a business’s ability to provide good service.
d. a and b
10. Disney’s four basic service priorities are:
a. fun, family, food, and fanfare (the Four F’s).
b. opportunity, satisfaction, profits, and vision.
c. safety, courtesy, show, and efficiency.
d. security, enjoyment, recreation, and repeat visitors (SERRV).
103T Hospitality Today: An Introduction 3
Chapter 2 The Travel and Tourism Industry
NAME _________________________________________________
DATE ___________________________________
1. The world’s population is:
a. rapidly declining.
b. slowly declining.
c. staying about the same.
d. growing.
2. We can expect that more people will be able to travel and dine out in the years ahead because:
a. technological advances have transformed the ways in which we live, work, and play.
b. the Cold War has ended.
c. on average, the world’s population is growing older, and we tend to accumulate wealth as we age.
d. economists foresee a steady decline in the price of travel products and services as the world “shrinks”
due to faster and more convenient travel.
3. Of the developed nations, __________ offers fewer legal holidays than most other countries.
a. Germany
b. the United States
c. Sweden
d. Denmark
4. What is the industry term for the indirect economic benefits that a hospitality business brings to its local
community?
a. revenue management
b. great expectations syndrome
c. strategic trade-offs
d. multiplier effect
5. At the most basic level, the main reason people travel is to:
a. gain wealth.
b. enjoy their leisure time.
c. learn about other cultures.
d. gather information.
6. The type of research that attempts to classify people’s behavior in terms of their lifestyles and values is called
__________ research.
a. descriptive
b. psychographic
c. societal-oriented
d. demographic
7. Among potential vacationers, one of the characteristics of members of the price and sights group is their:
a. willingness to pay for deluxe accommodations and gourmet dining.
b. desire for good weather and guaranteed sunshine.
c. interest in seeing the most things for the least amount of money.
d. desire for knowledge, personal development, and recognition.
103T Hospitality Today: An Introduction
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8. At some travel destinations in developing countries, a large economic gap between a luxury resort’s guests and
its employees can contribute to:
a. the erosion of an area’s culture and traditional values.
b. the guests’ enjoyment of their visit.
c. employee satisfaction and a decrease in turnover.
d. the seasonality of the destination’s tourism industry.
9. Ecotourism is defined by the Ecotourism Society as:
a. “tourism that refrains from entering environmentally threatened areas.”
b. “responsible travel which conserves environments and sustains the well-being of local people.”
c. “tourism that recognizes the importance and fragility of local cultures and environments and attempts to
isolate tourists from those cultures and environments.”
d. “travel that directly subsidizes local environmental groups and efforts.”
10. The travel and tourism industry helps encourage environmental responsibility by:
a. providing local residents with an economic incentive for preserving habitat and wildlife.
b. staying out of attractive environmental areas.
c. giving generously to environmental groups such as Greenpeace.
d. requiring all management personnel to take sensitivity training in environmental issues.
103T Hospitality Today: An Introduction 5
Chapter 3 Exploring Hospitality Careers
NAME _________________________________________________
DATE ___________________________________
1. Which of the following is an advantage of working in the hospitality industry?
a. The industry offers more career options than most.
b. The work is varied.
c. It is a “people” business.
d. All of the above.
2. People who are skillful in dealing with data tend to enjoy:
a. giving instructions.
b. negotiating.
c. working with computers.
d. using tools.
3. Which of the following hotel positions tends to be attractive to people who are skilled at dealing with things?
a. auditor
b. club manager
c. hospitality management consultant
d. chief engineer
4. Which of the following is an advantage of working in a chain hotel?
a. better training
b. more opportunities for advancement
c. more chances to be creative
d. a and b
5. Who is the chief operating officer of a hotel?
a. controller
b. general manager
c. chief engineer
d. systems manager
6. Why do independent hospitality operations offer better learning environments for entrepreneurs than do chain-
affiliated properties?
a. Financial and operating decisions are made on-site at independent hospitality operations, rather than at
corporate headquarters.
b. Independent operations tend to have more sophisticated operating systems.
c. There are more career paths available at independent properties.
d. Chain-affiliated properties tend to have too many managers.
7. In a hotel, the person primarily responsible for developing and administering programs to improve employee
morale is the __________ manager.
a. resident
b. human resources
c. systems
d. food and beverage
103T Hospitality Today: An Introduction
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8. One of the conditions that managers of private clubs must contend with is that:
a. there are few opportunities to be creative.
b. the “guests”—the club members—are also the owners of the club in many cases.
c. career opportunities are rare because there are fewer than 2,000 private clubs in the United States.
d. most clubs are “for-profit” enterprises.
9. The purpose of a résumé is to:
a. convince a potential employer to interview you.
b. land the job for you.
