Question 1

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Accepted Answer

• Student answers will vary according to specific type of service they choose from each facet.

Question 2

You are being interviewed for an entry-level management position with a cruise line. Generate a list of five questions that you think would best allow you to portray yourself as the perfect candidate for the job

Accepted Answer

• The common answers here will center ar...

Question 3

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

Accepted Answer

A)   calling a restaurant for a reservation 
B)   server takes your order 
C)   your car will not start when it is time to go to the restaurant 
D)   hostess greets you and asks you to waitE) C) and D)
F) A) and B)

Question 4

You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples.

Accepted Answer

• Students should outline how they want ...

Question 5

Each of the following is a characteristic of the Hospitality Industry EXCEPT:

Accepted Answer

A)   product is intangible and perishable 
B)   no such thing as business hours 
C)   the service product and the guest are separate 
D)   characterized by shift workE) B) and C)
F) A) and B)

Question 6

Inseparability refers to

Accepted Answer

A)   the fact that production and consumption occur simultaneously 
B)   hospitality products being inherently heterogeneous 
C)   hospitality products are tangible 
D)   the fact that production and consumption occur independentlyE) B) and C)
F) None of the above

Question 7

Empowerment is

Accepted Answer

A)   allowing all employees to make any decision they want 
B)   a process that eliminates the need for management 
C)   delegated to management only 
D)   a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organizations successE) A) and B)
F) All of the above

Question 8

Internal customers are

Accepted Answer

A)   those who have checked into the hotel 
B)   those who have been seated in a restaurant dining room 
C)   loyal customers who return often 
D)   the employeesE) B) and C)
F) A) and D)

Question 9

Anyone who receives or benefits from the output of someone's work is

Accepted Answer

A)   a customer 
B)   internal guest 
C)   an employee 
D)   a guestE) B) and C)
F) All of the above D

Question 10

In the hospitality industry the concept of perishability means

Accepted Answer

A)   spoiled food that must be discarded 
B)   an unsold airline seat, hotel room or empty restaurant table 
C)   it is intangible 
D)   it cannot be measuredE) A) and B)
F) None of the above

Question 11

Ethics is (are)

Accepted Answer

A)   the standards of the organization 
B)   a set of moral principles and values used to answer questions about right and wrong 
C)   service industry policies 
D)   a set of laws governing business practicesE) A) and B)
F) All of the above B

Question 12

Since its introduction, the pineapple has been internationally recognized as

Accepted Answer

A)   nonnutritional 
B)   a widely used vegetable in the southwest 
C)   a symbol of danger 
D)   a symbol of hospitalityE) All of the above
F) B) and C)

Question 13

All of the following are part of Disney's "Five Steps of Leadership" EXCEPT:

Accepted Answer

A)   provide clear expectations 
B)   communicate expectations through demonstration 
C)   hold managers accountable for member feedback 
D)   coach through honest and direct feedbackE) A) and D)
F) A) and C)

Question 14

Discuss the pros and cons of an internship program, a job-shadowing program, and a mentoring program. Which do you think is most effective and why?

Accepted Answer

• Students will look at each program wit...

Question 15

The concept of protecting the natural resources of the planet while achieving corporate profitability

Accepted Answer

A)   sustainability 
B)   productivity 
C)   operational values 
D)   perishabilityE) B) and C)
F) None of the above

Question 16

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences?

Accepted Answer

• Most students will note their perfect ...

Question 17

The symbol of welcome, friendship and hospitality is a(n)

Accepted Answer

A)   orange  
B)   corn 
C)   pineapple  
D)   grapefruit  
E)   pinecone  F) C) and E)
G) A) and D)

Question 18

Intangible means

Accepted Answer

A)   assets of the business 
B)   physical property 
C)   cannot be perceived by the senses 
D)   A souvenir purchased as a giftE) All of the above
F) None of the above

Question 19

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Accepted Answer

• Student answers wi...

Question 20

Key to being successful in the hospitality industry is

Accepted Answer

A)   being a service-oriented person 
B)   knowing how to cook 
C)   waiting tables 
D)   bartending skillsE) None of the above
F) A) and B)

Exam 1: Introducing Hospitality

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Correct Answerverified• Student answers will vary according to specific type of service they choose from each facet.

You are being interviewed for an entry-level management position with a cruise line. Generate a list of five questions that you think would best allow you to portray yourself as the perfect candidate for the job

Correct Answerverified• The common answers here will center ar...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples.

Correct Answerverified• Students should outline how they want ...View AnswerShow Answer

Each of the following is a characteristic of the Hospitality Industry EXCEPT:

Correct AnswerverifiedShow Answer

Inseparability refers to

Correct AnswerverifiedShow Answer

Empowerment is

Correct AnswerverifiedShow Answer

Internal customers are

Correct AnswerverifiedShow Answer

Anyone who receives or benefits from the output of someone's work is

Correct AnswerverifiedD

In the hospitality industry the concept of perishability means

Correct AnswerverifiedShow Answer

Ethics is (are)

Correct AnswerverifiedB

Since its introduction, the pineapple has been internationally recognized as

Correct AnswerverifiedShow Answer

All of the following are part of Disney's "Five Steps of Leadership" EXCEPT:

Correct AnswerverifiedShow Answer

Discuss the pros and cons of an internship program, a job-shadowing program, and a mentoring program. Which do you think is most effective and why?

Correct Answerverified• Students will look at each program wit...View AnswerShow Answer

The concept of protecting the natural resources of the planet while achieving corporate profitability

Correct AnswerverifiedShow Answer

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences?

Correct Answerverified• Most students will note their perfect ...View AnswerShow Answer

The symbol of welcome, friendship and hospitality is a(n)

Correct AnswerverifiedShow Answer

Intangible means

Correct AnswerverifiedShow Answer

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples.

Correct Answerverified• Student answers wi...View AnswerShow Answer

Key to being successful in the hospitality industry is

Correct AnswerverifiedShow Answer

Correct Answer
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• Student answers will vary according to specific type of service they choose from each facet.

Correct Answer
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• The common answers here will center ar...
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• Students should outline how they want ...
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D

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B

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• Students will look at each program wit...
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• Most students will note their perfect ...
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• Student answers wi...
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