Chapters 1-4 test questions Flashcards
the desired outcome of hospitality services is
to strive for outstanding guest satisfaction
hospitality services that cannot be sampled prior to purchase are called
intangible services
the linkage of hospitality products and services is called
inseparability
the limited lifetime of hospitality products is called
perishability
for success in service, we need to do what three things?
focus on the guest, understand the role of guest service, and weave a service culture into education and training systems
what is a continuous process that works best when managers are also good leaders?
total quality managment
how is TQM different from Quality Control (QC)?
TQM focuses on error prevention, whereas QC focuses on error detection
when an employee feels responsible for their job and has a stake in the organization’s success, this feeling is called ___________
empowerment
the Disney service model begins with a ______ and ends with a ______
begins with a smile, ends with a thank you
what describes the career progression available in each segment of the hospitality industry?
career paths
people who “walk the talk” are _______ people
service-oriented people
__________ is how to behave in a given setting
etiquette
a set of moral principals and values which give us a sense of right and wrong is called ______
ethics
_________ is a dynamic, evolving consumer-driven force
tourism
__________ includes international, regional, natural, state, provincial, country and city locations
geography
government, quasigovernment, and private are all tied to _________
ownership
visits to a country by nonresidents of that country is called ___________________________
inbound international tourism
visits by residents of a country to another country is called ___________________________
outbound international tourism
visits by tourists of a country to their own country is called _________________
internal tourism
inbound international tourism plus internal tourism is called _________________
domestic tourism
this system has two main benefits: airlines can service more cities at a lower cost and airlines can maximize passenger loads from small cities, thereby saving fuel
hub and spoke system
what organization is most widely recognized in tourism today?
world tourism organization
this association represents 34 countries in the pacific and in Asia that have united behind a common goal: excellence in travel and tourism growth
pacific area travel association (PATA)
most developed economies have a multiplier effect between __ and __
1.5 and 2.0
what service organization within the visitor industry offers a host of programs and services to meet clients’ needs?
destination management company
what type of manager coordinates everything, especially on-site arrangements to ensure what is sold?
operations manager
what type of manager has expertise in sound, lighting, staging and so on?
special events manager
what type of manager is an assistant to the sales manager?
accounts manager
what % of domestic travel is pleasure travel?
81%
the average person in the US now has a life expectancy of about __ years
80
the roots of _______ can be traced back to the “responsible tourism” movement of the 1970’s
ecotourism
__________ is more focused on individual values, it is tourism with a conscience, and shares many of the aspirations of sustainable tourism
ecotourism
what type of tourism is motivated wholly or in part by the tourist’s interest in the historical, artistic, scientific or lifestyle heritage offerings of a community, region, group or institution?
cultural tourism
one purpose of the organization for economic cooperation and development is to…
lower the cost of living
what is the world’s largest travel trade association, with over 20,000 members in more that 165 countries?
ASTA
What are the four steps to a comprehensive heritage program?
assessing the potential, planning and organizing, preparing, productivity and management, marketing for success
the preservation movement first gathered momentum in this country when Ann Pamela Cunningham initiated efforts to save …
Mount Vernon
t/f there are four basic steps to the heritage program
t
t/f the International Air Transportation Association (IATA) is the global organization that regulates almost all international airlines
t
t/f the International Special Events Society (ISES) includes over 10,000 professionals representing special event producers, from festivals to trade shows
f
t/f etiquette is about how we behave in a given setting
t
t/f interdependency is the relationship between the employer and the employee
f
t/f the multiplier effect continues endlessly
f
t/f tourism does not effect the environment
f
t/f nature tourism is motivated by nature
t
t/f “co-op” advertising is not a good way to share the costs of an ad campaign
f
t/f sustainable tourism places the obligation on the traveler
f
t/f Ann Pamela Cunningham initiated efforts to save Mount Vernon in 1953
f
