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Introduction To Hospitality > Chapters 1-4 test questions > Flashcards

Chapters 1-4 test questions Flashcards

1
Q

the desired outcome of hospitality services is

A

to strive for outstanding guest satisfaction

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2
Q

hospitality services that cannot be sampled prior to purchase are called

A

intangible services

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3
Q

the linkage of hospitality products and services is called

A

inseparability

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4
Q

the limited lifetime of hospitality products is called

A

perishability

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5
Q

for success in service, we need to do what three things?

A

focus on the guest, understand the role of guest service, and weave a service culture into education and training systems

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6
Q

what is a continuous process that works best when managers are also good leaders?

A

total quality managment

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7
Q

how is TQM different from Quality Control (QC)?

A

TQM focuses on error prevention, whereas QC focuses on error detection

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8
Q

when an employee feels responsible for their job and has a stake in the organization’s success, this feeling is called ___________

A

empowerment

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9
Q

the Disney service model begins with a ______ and ends with a ______

A

begins with a smile, ends with a thank you

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10
Q

what describes the career progression available in each segment of the hospitality industry?

A

career paths

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11
Q

people who “walk the talk” are _______ people

A

service-oriented people

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12
Q

__________ is how to behave in a given setting

A

etiquette

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13
Q

a set of moral principals and values which give us a sense of right and wrong is called ______

A

ethics

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14
Q

_________ is a dynamic, evolving consumer-driven force

A

tourism

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15
Q

__________ includes international, regional, natural, state, provincial, country and city locations

A

geography

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16
Q

government, quasigovernment, and private are all tied to _________

A

ownership

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17
Q

visits to a country by nonresidents of that country is called ___________________________

A

inbound international tourism

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18
Q

visits by residents of a country to another country is called ___________________________

A

outbound international tourism

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19
Q

visits by tourists of a country to their own country is called _________________

A

internal tourism

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20
Q

inbound international tourism plus internal tourism is called _________________

A

domestic tourism

21
Q

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

A

hub and spoke system

22
Q

what organization is most widely recognized in tourism today?

A

world tourism organization

23
Q

this association represents 34 countries in the pacific and in Asia that have united behind a common goal: excellence in travel and tourism growth

A

pacific area travel association (PATA)

24
Q

most developed economies have a multiplier effect between __ and __

A

1.5 and 2.0

25
Q

what service organization within the visitor industry offers a host of programs and services to meet clients’ needs?

A

destination management company

26
Q

what type of manager coordinates everything, especially on-site arrangements to ensure what is sold?

A

operations manager

27
Q

what type of manager has expertise in sound, lighting, staging and so on?

A

special events manager

28
Q

what type of manager is an assistant to the sales manager?

A

accounts manager

29
Q

what % of domestic travel is pleasure travel?

A

81%

30
Q

the average person in the US now has a life expectancy of about __ years

A

80

31
Q

the roots of _______ can be traced back to the “responsible tourism” movement of the 1970’s

A

ecotourism

32
Q

__________ is more focused on individual values, it is tourism with a conscience, and shares many of the aspirations of sustainable tourism

A

ecotourism

33
Q

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?

A

cultural tourism

34
Q

one purpose of the organization for economic cooperation and development is to…

A

lower the cost of living

35
Q

what is the world’s largest travel trade association, with over 20,000 members in more that 165 countries?

A

ASTA

36
Q

What are the four steps to a comprehensive heritage program?

A

assessing the potential, planning and organizing, preparing, productivity and management, marketing for success

37
Q

the preservation movement first gathered momentum in this country when Ann Pamela Cunningham initiated efforts to save …

A

Mount Vernon

38
Q

t/f there are four basic steps to the heritage program

A

t

39
Q

t/f the International Air Transportation Association (IATA) is the global organization that regulates almost all international airlines

A

t

40
Q

t/f the International Special Events Society (ISES) includes over 10,000 professionals representing special event producers, from festivals to trade shows

A

f

41
Q

t/f etiquette is about how we behave in a given setting

A

t

42
Q

t/f interdependency is the relationship between the employer and the employee

A

f

43
Q

t/f the multiplier effect continues endlessly

A

f

44
Q

t/f tourism does not effect the environment

A

f

45
Q

t/f nature tourism is motivated by nature

A

t

46
Q

t/f “co-op” advertising is not a good way to share the costs of an ad campaign

A

f

47
Q

t/f sustainable tourism places the obligation on the traveler

A

f

48
Q

t/f Ann Pamela Cunningham initiated efforts to save Mount Vernon in 1953

A

f

Introduction To Hospitality (12 decks)

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