A guest is anyone who?

receives or benefits from the output of someone's work

In the hospitality industry, perishability means:

an unsold airline seat,hotel room,or empty restaurant table

In order to empower employees, managers should do all of the following EXCEPT?

hold employees accountable for making decisions

set of moral principles/values to determine right from wrong

All of the following are key elements of Disney's guest service except?

providing complimentary parking

Which of the following could be considered unethical?

accepting gift frm a surveyor 2 continue 2 use their servcs

A commitment to excellence should begin:

at the beginning of ones hospitality career

employees given authority/tools to do jobs with autonomy

The difference between TQM (Total Quality Mgmt.) & QC (Quality Control) is?

TQM focus = error prevention, while QC = error detection

Internal customers are?

those in co.who receive/beneft frm work done by othrs in co.

how we behave in a given setting

The interrelated nature of hospitality & tourism means that:

all scopes under umbrella of the industry affect each other

The Ritz-Carlton Hotel Co. received which prestigious award for quality in both 1992 & 1999?

The Malcolm Baldrige National Quality Award

keeping guest happy & returning as future guests

Since it's introduction, the pineapple has been internationally recognized as:

a symbol of hospitality,friendliness,warmth & cheer

TQM or Total Quality Management is?

continuous process that works best when mgrs. r good leaders

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

Your car not starting when time 2 leave for your reservation

The Nat. Restaurant Assoc. says, when making changes, important 2do all of the following EXCEPT

require all employees to immediately adapt to the change

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H&T_Ch.1_The Hospitality Spirit

25 termsStudBud Administration83 plays

A review game activity to reinforce Chapter 1, Introduction to "the Hospitality Spirit" key concepts #Hospitality&Tourism

Flashcards25 cardsFPractice quizPHost liveL

Questions 25

Answers

1
When someone in the back of the house is serving someone in the front of the house, this is?
The essence of teamwork
work-place dynamics
work ethics
checks & balances
2
A guest is anyone who?
receives or benefits from the output of someone's work
is willing to pay for a service product
travels further than 50 miles
stays at a lodging property for more than one night
3
In the hospitality industry, perishability means:
an unsold airline seat,hotel room,or empty restaurant table
it cannot be measured
unused food that has spoiled
it is intangible
4
According to book,"At America's Service", which is NOT 1 of 7 deadly sins of service?
runaround
make eye contact
coldness
apathy
5
In order to empower employees, managers should do all of the following EXCEPT?
involve employees
hold employees accountable for making decisions
take risks and delegate
share information and foster a learning environment
6
Ethics is?
not about personal value systems but business values
normally just a management concern
set of moral principles/values to determine right from wrong
a cost to the service industry
7
In the book,"Service America" there are 2 basic kinds of service, "Help me" and what?
Talk to me
Support me
Be my friend
Fix it
8
Which of the following is NOT part of the hospitality umbrella?
recreation
travel
trucking
lodging
9
All of the following are key elements of Disney's guest service except?
providing complimentary parking
communicating traditions/stds. of service 2 all cast members
training leaders to become coaches
measuring guest satisfaction
10
Which of the following could be considered unethical?
publishing work performance standards
recycling to protect environment when no process exists
seeking a fair and honest profit
accepting gift frm a surveyor 2 continue 2 use their servcs
11
A commitment to excellence should begin:
at the beginning of ones hospitality career
once a person becomes a manager
at the start of the college career
after graduation from school
12
Empowerment is?
very risky for hospitality industry
allowing all employees to make their own decisions whenever
a process that eliminates the need for middle management
employees given authority/tools to do jobs with autonomy
13
The difference between TQM (Total Quality Mgmt.) & QC (Quality Control) is?
TQM = retention of employees/QC = employee development
TQM = job skills, while QC = job performance
TQM = error detection, while QC = error prevention
TQM focus = error prevention, while QC = error detection
14
Internal customers are?
those who have been seated in a restaurant dining room
those in co.who receive/beneft frm work done by othrs in co.
loyal customers who return frequently
those who have checked into a hotel
15
Etiquette is about?
how we behave in a given setting
setting and achieving career goals
how we handle guest who are upset
how we react during a stressful interview
16
The interrelated nature of hospitality & tourism means that:
a person must like to travel to be a good restaurant manager
1 should know all areas of the industry to work in it
all scopes under umbrella of the industry affect each other
hospitality employees make the best tourists
17
Moments of truth are?
times when you hope things will work out well
infrequent in the hospitality industry
guest encounters
when business is shortstaffed & makes it through w/o comping
18
The Ritz-Carlton Hotel Co. received which prestigious award for quality in both 1992 & 1999?
Six Sigma Award
The National Restaurant Association Guest Quality Award
The Malcolm Baldrige National Quality Award
The American Hotel Association Award for Quality Lodging
19
Guest loyalty is?
overbooking reservations for regular customers
not important if you have great food
Putting regular customers before 1st time customers
keeping guest happy & returning as future guests
20
Great service:
happens in the entire hospitality industry
is very simple to achieve
is not expected by most guests
can result in repeat business
21
Since it's introduction, the pineapple has been internationally recognized as:
a gift from sea captains to yacht passengers
a widely used vegetable in the South
a symbol of hospitality,friendliness,warmth & cheer
a symbol for food establishments
22
TQM or Total Quality Management is?
difficult to implement in the hospitality industry
most effective in an environment where computer are used
continuous process that works best when mgrs. r good leaders
is usually used only in back of the house operations
23
Which of the following would NOT be a moment of truth?
server taking your order
calling a restaurant for a reservation
guest calling 4 directions while trying 2 find restaurant
Your car not starting when time 2 leave for your reservation
24
The Nat. Restaurant Assoc. says, when making changes, important 2do all of the following EXCEPT
require all employees to immediately adapt to the change
involve all employees in the process
state the purpose of the change
monitor, update, and follow-up
25
Approximately what percentage of the U.S. economy is engaged in service industries?
85%
30%
70%
100%

H&T_Ch.1_The Hospitality Spirit Flashcards | StudBud