Exam
Name___________________________________
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1)
Which of the following is not part of the hospitality umbrella:
1)
A)
travel
B)
lodging
C)
recreation
D)
trucking
Answer:
Explanation:
A)
B)
C)
D)
2)
Great service:
2)
A)
can result in repeat business
B)
happens in all hospitality industry
C)
is not expected by most guests
D)
is very simple to achieve
Answer:
Explanation:
A)
B)
C)
D)
3)
The Ritz– Carlton Hotel Company, under the leadership of Horst Schulze received which
prestigious award for quality in both 1992 and 1999?
3)
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
Answer:
Explanation:
A)
B)
C)
D)
4)
Internal customers are:
4)
A)
those who have checked into the hotel
B)
the people inside any company who receive or benefit from the output of work done by
others in the company
C)
loyal customers who return frequently
D)
those who have been seated in a restaurant dining room
Answer:
Explanation:
A)
B)
C)
D)
1
5)
Based on the book “At America’s Service,” which of the following is not one of the seven deadly sins
of service:
5)
A)
runaround
B)
make eye contact
C)
coldness
D)
apathy
Answer:
Explanation:
A)
B)
C)
D)
6)
A guest is anyone who:
6)
A)
travels further than 50 miles
B)
receives or benefits from the output of someone’s work
C)
is willing to pay for a service product
D)
stays at a lodging property for more than one night
Answer:
Explanation:
A)
B)
C)
D)
7)
Moments of truth are:
7)
A)
infrequent in the hospitality industry
B)
times when a business is short staffed and makes it through a shift without “comping” meals
C)
guest encounters
D)
times when you hope things will work out well
Answer:
Explanation:
A)
B)
C)
D)
8)
In the hospitality industry, perishability means:
8)
A)
it is intangible
B)
it cannot be measured
C)
unused food that has spoiled
D)
an unsold airline seat, hotel room, or empty restaurant table
Answer:
Explanation:
A)
B)
C)
D)
2
9)
All of the following are key elements of Disney’s guest service except:
9)
A)
measuring guest satisfaction
B)
training leaders to become coaches
C)
communicating the traditions and standards of service to all cast members
D)
providing complimentary parking
Answer:
Explanation:
A)
B)
C)
D)
10)
Empowerment is:
10)
A)
allowing all employees to make their own decisions
B)
a process that eliminates the need for middle management
C)
a feeling of partnership in which employees feel responsible for their jobs and have a stake in
the success of the organization
D)
very risky for the hospitality industry
Answer:
Explanation:
A)
B)
C)
D)
11)
Which of the following could be considered unethical?
11)
A)
Accepting a gift from a purveyor for continuing to use their services.
B)
Seeking a fair and honest profit.
C)
Publishing work performance standards
D)
Working to protect the environment by recycling when no process exists
Answer:
Explanation:
A)
B)
C)
D)
12)
In order to empower employees, managers should do all of the following except:
12)
A)
share information and foster a learning environment
B)
involve employees
C)
hold employees accountable for making decisions
D)
take risks and delegate
Answer:
Explanation:
A)
B)
C)
D)
3
13)
TQM or Total Quality Management is:
13)
A)
is usually used only in back of the house operations
B)
a continuous process that works best when managers are also good leaders
C)
difficult to implement in the hospitality industry
D)
most effective in an environment where computers are used
Answer:
Explanation:
A)
B)
C)
D)
14)
Guest loyalty is:
14)
A)
not important if you have great food
B)
over booking reservations for regular customers and giving them priority
C)
keeping guests happy and returning as future guests
D)
putting regular customers before first–time customers
Answer:
Explanation:
A)
B)
C)
D)
15)
The interrelated nature of hospitality and tourism means that:
15)
A)
one should know all the areas of the industry in order to work in it
B)
all scopes under the umbrella of the industry have an effect on each other
C)
hospitality employees make the best tourists
D)
a person must like to travel in order to be a successful restaurant manager
Answer:
Explanation:
A)
B)
C)
D)
16)
Which of the following would not be a moment of truth?
16)
A)
Your car not starting when it is time to leave for your reservation
B)
Guest calling for directions while trying to find the restaurant
C)
Calling a restaurant for a reservation
D)
Server taking your order
Answer:
Explanation:
A)
B)
C)
D)
4
17)
When, “…someone in the back of the house is serving someone in the front of the house…” This is
called:
17)
A)
the essence of teamwork
B)
work–place dynamics
C)
work ethics
D)
checks and balances
Answer:
Explanation:
A)
B)
C)
D)
18)
Ethics is:
18)
A)
normally just a management concern
B)
a cost to the service industry
C)
a set of moral principles and values used to answer questions about right and wrong
D)
not about personal value systems but business values
Answer:
Explanation:
A)
B)
C)
D)
19)
In the book, “Service America” there are two basic kinds of service. They are “Help me” and
________.
19)
A)
Fix it
B)
Talk to me
C)
Support me
D)
Serve me
Answer:
Explanation:
A)
B)
C)
D)
20)
The difference between TQM (total quality management) and QC (quality control) is:
20)
A)
TQM focuses on error prevention while QC focuses on error detection
B)
TQM focuses on error detection while QC focuses on error prevention
C)
TQM focuses on retention of employees while QC focuses on employee development
D)
TQM focuses on job skills while QC focuses on job performance
Answer:
Explanation:
A)
B)
C)
D)
21)
Approximately what percentage of the U.S. economy is engaged in service industries?
21)
A)
70%
B)
85%
C)
30%
D)
100%
Answer:
Explanation:
A)
B)
C)
D)
5
22)
According to the National Restaurant Association, when implementing change it is important to do
all of the following except:
22)
A)
state the purpose of the change
B)
require all employees to immediately adapt to the change
C)
monitor, update, and follow up
D)
involve all employees in the process
Answer:
Explanation:
A)
B)
C)
D)
23)
Etiquette is about:
23)
A)
setting and achieving career goals
B)
how we behave in a given setting
C)
how we react during a stressful interview
D)
how we handle guests who are upset
Answer:
Explanation:
A)
B)
C)
D)
24)
A commitment to excellence should begin:
24)
A)
once a person becomes a manager
B)
at the beginning of ones hospitality career
C)
after graduation from school
D)
at the start of the college career
Answer:
Explanation:
A)
B)
C)
D)
25)
Since it’s introduction, the pineapple has been internationally recognized as:
25)
A)
a gift from sea captains to yacht passengers
B)
a symbol for food establishments
C)
a symbol of hospitality, friendliness, warmth and cheer
D)
a widely used vegetable in the South
Answer:
Explanation:
A)
B)
C)
D)
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
26)
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 ________.
26)
Answer:
empowerment
Explanation:
6