Hospitality 1st 9 Weeks Exam Review 2020

Question 1

Leader given the responsibility to manage an organization & make decisions within boundaries.

Accepted Answer

Executive

Question 2

First-level employee, usually requires a HS or equivalent education, training, & experience.

Accepted Answer

Entry-Level

Question 3

Providing above-and-beyond service is an example of a negative experience.

Accepted Answer

False

Question 4

After you create a portfolio for the first time, it does not have to be updated.

Accepted Answer

False

Question 5

The H & T industry was not one of the first to provide for guests with special needs.

Accepted Answer

False

Question 6

Begins when the guest enters the guestroom or is seated in the restaurant.

Accepted Answer

Occupancy

Question 7

Guests cannot tell when they shift from one part of the cycle to the next.

Accepted Answer

Seamless Experience

Question 8

Fault on a business for injuries that occurred on property or because of negligent activities.

Accepted Answer

Liability

Question 9

Meeting the needs of guests the way they want and expect them to be met.

Accepted Answer

Guest Service

Question 10

The industry expects a guest service professional to always greet and welcome each guest.

Accepted Answer

True

Question 11

Given or received as an equivalent for loss of services or guest inconvenience.

Accepted Answer

Compensation

Question 12

Desirable qualities for certain forms of employment that do not depend on acquired knowledge.

Accepted Answer

Soft Skills

Question 13

Accepted customs of conduct or an individual’s personal practices of what is right or wrong.

Accepted Answer

Morals

Question 14

The basic, underlying framework or features of a system or organization.

Accepted Answer

Infrastructure

Question 15

To temporarily have a room in a hotel, motel, inn, bed & breakfast, or hostel.

Accepted Answer

Lodging

Question 16

Four-stage flow of business that has been traditionally associated with the hotel industry.

Accepted Answer

Guest Cycle

Question 17

A list used to provide the employee with specific performance expectations for each major duty.

Accepted Answer

Performance Standards

Question 18

Skills to follow protocols, operate equipment, maintain facilities, & utilize computer systems.

Accepted Answer

Hard Skills

Question 19

When the guest arrives at a destination expecting to receive the type of services requested.

Accepted Answer

Arrival

Question 20

What is the third step of the Guest Experience Cycle?

Accepted Answer

Participate

Question 21

Developing the knowledge and skills required to perform on the job at the highest level.

Accepted Answer

Expertise Building

Question 22

When guests conclude their business or experience by leaving that location.

Accepted Answer

Departure

Question 23

What type of services are of value to guests that meet their emotional needs & expectations?

Accepted Answer

Intangible

Question 24

The business and its employees should act as caring hosts to each and every guest.

Accepted Answer

Guest Concept

Question 25

Guest service professionals must be prepared to step in to raise guests comfort level.

Accepted Answer

True

Question 26

What is the third step of the Guest Cycle?

Accepted Answer

Occupancy

Question 27

Experience, education, & skills combine to provide leadership to a department of a business

Accepted Answer

Management

Question 28

Using the guest’s name is a part of the basics of Guest Service Gold.

Accepted Answer

True

Question 29

What is the second step of the Guest Cycle?

Accepted Answer

Arrival

Question 30

Recent work or school experiences, specialized training, skills, certifications, & awards.

Accepted Answer

Portfolio

Question 31

A series of enhanced experiences provided by a employee to raise the level of the satisfaction.

Accepted Answer

Quality Guest Service

Question 32

Beliefs not easily changed without good reasons provided by other people or situations.

Accepted Answer

Convictions

Question 33

Supporting a cause, situation, or need based on the facts & feelings of those involved.

Accepted Answer

Advocacy

Question 34

Empathy is one of the elements of Guest Service Gold service.

Accepted Answer

True

Question 35

A resume should be at least a two-page document.

Accepted Answer

False

Question 36

Smooth flow of guest activity w/out disruption, results in a positive feeling of satisfaction.

Accepted Answer

Seamless Experience

Question 37

Tourist travel & the services connected with it, regarded as industry combined w/hospitality.

Accepted Answer

Tourism

Question 38

A person’s overall evaluation of their self-worth, which can be either positive or negative.

Accepted Answer

Self-Esteem

Question 39

What is the first step of the Guest Experience Cycle?

Accepted Answer

Idea

Question 40

The reception & entertainment of guests, at resorts, conventions, attractions, special events

Accepted Answer

Hospitality

Question 41

The money left after necessities have been paid for; can be spent for luxury items & vacations.

Accepted Answer

Discretionary Income

Question 42

Level where experience, training, & initiative are combined to lead employees & satisfy guests.

Accepted Answer

Supervisory

Question 43

H & T offers positions with a wide range of schedules that are flexible and nontraditional.

Accepted Answer

True

Question 44

Most hospitality and tourism-related skills are interchangeable within the industry

Accepted Answer

True

Question 45

What is the final step of the Guest Cycle?

Accepted Answer

Departure

Question 46

All the things a guest does before leaving home.

Accepted Answer

Pre-Arrival

Question 47

A product associated with a name or logo that serves to identify that particular product.

Accepted Answer

Brand

Question 48

What is the first step of the Guest Cycle?

Accepted Answer

Pre-Arrival

Question 49

All Hospitality & Tourism professionals must be a people person with a pleasant personality.

Accepted Answer

True

Question 50

One of the components of guest interaction is to treat the guest with respect.

Accepted Answer

True

Question 51

Specialize in attracting guests to a specific destination where H & T are big business.

Accepted Answer

Destination Marketing Organizations

Question 52

When interviewing for a job you need to be dressed neat and clean.

Accepted Answer

True

Question 53

What is the fourth step of the Guest Experience Cycle?

Accepted Answer

Advocate

Question 54

The rules or standards governing the conduct of a person or the members of a profession.

Accepted Answer

Ethics

Question 55

A set of goals & obj. that can be applied to determine the level of performance of employees.

Accepted Answer

Job Performance Standards

Question 56

What type of services provide for guest expectations using the physical assets of the property?

Accepted Answer

Tangible

Question 57

What is the second step of the Guest Experience Cycle?

Accepted Answer

Decide

Question 58

The R.A.V.E. Principle stands for Respect and Vote Equally.

Accepted Answer

False

Question 59

Guest diversity can mean someone traveling from a different country.

Accepted Answer

True

Question 60

Brief written account of qualifications & experience, used by an applicant applying for a job.

Accepted Answer

Resume

Question 61

A comment card is one example of a guest service measurement tool.

Accepted Answer

True

Question 62

Developing specific skills & capabilities that can be transferred from one position to another.

Accepted Answer

Skilled Level

Hospitality 1st 9 Weeks Exam Review 2020

Questions 62

Hospitality 1st 9 Weeks Exam Review 2020

Questions 62