Chapter 5

Question 1

When employees perform to his/her highest standard because they believe in the mission of his/her company, they show:

Accepted Answer

Emotional Engagement

Question 2

The money earned by hotel and restaurant companies and then re-spent in the community for goods and services is known as

Accepted Answer

The Multiplier Effect

Question 3

What is a Profit and Loss Report?

Accepted Answer

summarizes the revenues, costs,& expenses incurred by a business

Question 4

During the occupancy stage of the guest cycle, all of the following actions typically occur EXCEPT

Accepted Answer

Send a deposit for the hotel room guarantee

Question 5

To obtain & use a person's personal data for economic gain like making illegal purchases or other financial transactions

Accepted Answer

Fraud

Question 6

Some financial transactions that include the use of sensitive information include all of the following EXCEPT:

Accepted Answer

Providing a complimentary room gift

Question 7

Some ways that employees can encourage continued guest spending at the property includes all of the following EXCEPT:

Accepted Answer

"Walking" a guest to another hotel due to overbooking

Question 8

The last line of a financial statement that shows the net profit or loss of a company or organization.

Accepted Answer

Bottom line

Question 9

Ecotourism refers to

Accepted Answer

An emphasis on nature and native cultures

Question 10

What is an example of a financial transaction that involves sensitive information?

Accepted Answer

All of the above

Question 11

What is the most likely place for someone to steal sensitive information for criminal used?

Accepted Answer

Point of sales (POS)

Question 12

The last line of a financial statement that shows the net profit or loss of a company or organization is the

Accepted Answer

Bottom Line

Question 13

The airline industry, like other segments of the hospitality industry, relies on _____ markets as a source of business.

Accepted Answer

Feeder

Question 14

When are financial processes and procedures typically used?

Accepted Answer

Conduction transactions on site

Question 15

Some items of guest information that must be protected are:

Accepted Answer

Credit card, bank account, and guest hotel room number

Question 16

One yield management technique for maximizing sales income by lowering the price of seats according to expected demand:

Accepted Answer

Capacity Control

Question 17

When it comes to guest service, a company’s bottom line depends heavily on:

Accepted Answer

Employee job performance

Question 18

In what stage of the Guest Cycle does a guest purchase attraction tickets?

Accepted Answer

Arrival

Question 19

Cultural tourism or World Heritage sites are often designated by which entity?

Accepted Answer

Untied National Education, Scientific and Cultural Organization (UNESCO)

Question 20

Some of the procedures to follow when handling sensitive guest information are:

Accepted Answer

Know what is safe to ask & not ask verbally& how to protect against fraud

Question 21

Most ecotourism destinations can be found in

Accepted Answer

Developing Countries

Questions 21