27)
________ are a set of moral principles and values that people use to answer questions
about what is right or wrong.
27)
Answer:
Ethics
Explanation:
28)
A housekeeper cleaning a room, a server taking an order or an event planner answering
the phone are all examples of a ________.
28)
Answer:
moment of truth
Explanation:
29)
The Malcolm Baldrige National Quality Award is the ________ level of national
recognition a company can receive.
29)
Answer:
highest
Explanation:
30)
An employee serving a guest will most often work in the ________.
30)
Answer:
front of the house
Explanation:
31)
________ keeps guests happy and creates repeat business, which is less expensive than
attracting new guests.
31)
Answer:
Guest loyalty
Explanation:
32)
The hospitality industry is unique because of its ________ of product and consumption of
service and the perishability of the product.
32)
Answer:
inseparability
Explanation:
33)
A ________ is the career progression available in each segment of the hospitality industry.
33)
Answer:
career path
Explanation:
34)
________ 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.
34)
Answer:
Total Quality Management (TQM)
Explanation:
35)
The ________ are the people who work inside the company and receive or benefit from the
output of work done by others in the company.
35)
Answer:
internal customer
Explanation:
36)
The ________ represents the employees that are serving someone in the front of the house
36)
Answer:
Back of the House
Explanation:
7
37)
Outstanding ________ leads to guest loyalty.
37)
Answer:
Guest Satisfaction
Explanation:
38)
The Disney service model begins with a ________
38)
Answer:
Smile
Explanation:
39)
A ________ is someone who receives or benefits from the output of someone’s work.
39)
Answer:
Guest
Explanation:
40)
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.
40)
Answer:
perishability
Explanation:
MATCHING. Choose the item in column 2 that best matches each item in column 1.
Match the term with its definition
41)
Moment of truth
Answer:
42)
Front of the house
Answer:
43)
Intangible
Answer:
44)
Total Quality Management (TQM)
Answer:
45)
Empowerment
Answer:
46)
Ethics
Answer:
47)
Guest loyalty
Answer:
A)
A feeling of partnership in which
employees feel responsible for their jobs
and have a stake in the organizations
success
B)
Guest encounters
C)
A short lived product for the guest’s use
not possession
D)
A participatory management style that
empowers all levels of employees to meet
guests needs and expectations
E)
The area in which guest encounters most
often take place
F)
The ability to create guest satisfaction and
repeat business
G)
A set of moral principles and values used
to answer questions about right or wrong
41)
42)
43)
44)
45)
46)
47)
8
48)
Inseparability
Answer:
49)
Guest satisfaction
Answer:
50)
Perishability
Answer:
A)
A principle that leads to guest loyalty
B)
An unsold or unused hotel room,
restaurant seat, or cruise line cabin
C)
The unique ongoing relationship the
hospitality industry has with its guests
due to each guests demands
48)
49)
50)
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
51)
List three ways in which the back of the house serves the front of the house to meet guest needs and
expectations.
Answer:
Answers will vary.
52)
List five trends that have an impact on the hospitality industry and provide one example of each.
Answer:
Answers will vary.
53)
You are the manager of a dining room; briefly describe three characteristics that would create guest loyalty and
repeat business?
Answer:
Answers will vary.
54)
“Service Spirit” may be defined differently for different people. List and describe three characteristics of a good
server.
Answer:
Answers will vary.
55)
Identify five moments of truth and what you would do to make them positive.
Answer:
Answers will vary.
9
Answer Key
Testname: C1
1)
D
2)
A
3)
C
4)
B
5)
B
6)
B
7)
C
8)
D
9)
D
10)
C
11)
A
12)
C
13)
B
14)
C
15)
B
16)
A
17)
A
18)
C
19)
A
20)
A
21)
A
22)
B
23)
B
24)
B
25)
C
26)
empowerment
27)
Ethics
28)
moment of truth
29)
highest
30)
front of the house
31)
Guest loyalty
32)
inseparability
33)
career path
34)
Total Quality Management (TQM)
35)
internal customer
36)
Back of the House
37)
Guest Satisfaction
38)
Smile
39)
Guest
40)
perishability
41)
B
42)
E
43)
C
44)
D
45)
A
46)
G
47)
F
48)
C
49)
A
50)
B
Answer Key
Testname: C1
51)
Answers will vary.
52)
Answers will vary.
53)
Answers will vary.
54)
Answers will vary.
55)
Answers will vary.
11