Hospitality and Tourism Quiz! Exam

Internet. The Internet is a worldwide network of computers that enables users to access information and
communicate with others. The Internet is available to all people around the world who have access to a
computer that has connectivity. Today, connectivity may be by dial-up to telephone lines, through
broadband technology, or through wireless routers. All people around the world do not have access to an
Intranet or an Extranet. Broadband is a type of technology.

Join a local professional marketing or trade organization. People who are members of a professional
trade organization have a common need and have gained strength through pooling their talents and
resources. Visiting every business is ambitious but too time consuming and may not produce the desired
results. Attending after-work activities is a possibility, but it is too limiting, and she has no control over
who will be at those activities. Victoria could wait until approached by others, but the process would be
slow. She would only meet those who took the time to approach her.

Body language. Body language is gestures, facial expression, posture, or any other form of
communicating without words. People who exhibit self-control make sure that their forms of nonverbal
communication do not send a negative message. Customers probably would interpret frowning and finger
shaking as negative gestures. Patience is the ability to endure life's aggravations and difficulties calmly.
A service attitude is the salesperson's commitment to the client's needs as expressed through
professional behavior. Salespeople try to improve their listening skills in order to better assist customers

Refusing to grant them a license. In some types of businesses, owners/operators must meet certain
standards to obtain a license to operate the business. The government can refuse to grant a license to
unqualified applicants. The government cannot use unfair practices such as helping

Businesses to develop new products. Competition encourages the development of products that satisfy
consumers' needs. Government does not finance business activity. Price fixing is an illegal activity that
would not benefit consumers, and is prohibited by law. When businesses limit their product lines, they
often create dissatisfaction among customers.

Franchising. A franchise is a contractual agreement between a parent company and a franchisee to
distribute goods or services. Franchising is very common in the restaurant business. A joint venture is an
arrangement that involves two or more businesses entering into a relationship by combining
complementary resources, such as technology, skills, capital, or distribution channels, for the benefit of
all parties. A wholly owned subsidiary is a firm that is completely owned and controlled by the parent
company. Exporting is selling domestic goods in a foreign nation.

Understand the process you are explaining. In order to write accurate instructions, you must be
knowledgeable about the sequence and content of steps required for completion of the task. Instructions
should consist of simple, brief statements that are written from the employee's perspective. Although
instructions should be as brief as possible, the type and complexity of the process or activity will dictate
the length of the instructions.

Realistic. To find a career that's best suited for your strengths, it's important to be realistic about your
strengths and weaknesses. You must be honest about your aptitudes and limitations if you want to
succeed. You should be specific in your self-assessment, rather than general. It's OK to be hopeful, but
you must be realistic as well. Self-assessment involves only you—it's not a competition.

Understand the business's policies. Salespeople must have a clear understanding of the business's
policies in order to explain them to customers and to answer questions. Management is responsible for
setting policies. Salespeople are expected to interpret and to implement policies, and they do not need
permission to do so. The salesperson must follow the business's policy even if s/he disagrees with it.

To share many different opinions. Many businesses encourage employees to participate in group
discussions to analyze problems and find solutions. The advantage is that when employees share many
different opinions, there is an increase in the chance of developing useful recommendations. However,
for the group discussions to be useful, all members must feel comfortable and be willing to express their
opinions. Businesses do not make it possible for employees to participate in group discussions to discuss
personal issues, to plan extracurricular activities, or to have casual conversations.

Income. Income tax is a tax rate on all income a person earns. A percentage of Jane's pay is taken out to
pay for this tax. Property tax is tax on property, such as a home. Consumers pay a sales tax when they
purchase many types of goods. Since Jane is receiving her pay, not buying a good, sales tax does not
apply. Excise taxes are taxes paid when purchases are made on a specific good, such as gasoline.
Excise taxes are often included in the price of the product.

S/He needs a point clarified. When employees do not understand what the speaker has said, it is
appropriate to raise their hand to ask for clarification; however, it is rude to interrupt another person while
s/he is speaking. In many meetings, the leader will ask the participants if they have questions, and it
would be appropriate to ask for clarification at that time. Asking questions due to differing opinions or
when the agenda is being distributed may not be appropriate

Be as specific as possible. By being as specific as possible, results are narrowed to the most relevant
material, which saves the researcher time from reading through unnecessary information. For example, if
an individual is researching information on George Washington, the researcher should enter the
keywords "George Washington" rather than "presidents" to retrieve the most relevant information.
"Presidents" is a very broad, general term. The researcher would need to sift through much more
information to obtain the needed information. Generally, most search engines are not case sensitive so it
does not matter how the letters are entered into the query. Most search engines can conduct searches
with more than 10 characters in the query field.

Are located in isolated areas. Robbery is theft that involves the use of force, violence, or fear. Other
common targets are businesses that have large amounts of cash on hand, are poorly lit at night, or are
attended by only one employee.

Jared was just hired for a new job. The employee who interviewed him and took him through the hiring
process works in

Society and culture. Changing attitudes about family roles is an example of a shift in society and culture.
Businesses scan social factors so that they can continue to be sensitive to customer needs and wants.
Demographics are the physical and social characteristics of the population, such as age, gender, and
race/ethnic origin. The economy is the system in which people make and spend their incomes. Changing
cultural attitudes do not reflect a shift in the competition.

Hyperlinks. A hyperlink is a component of an electronic document that can be clicked on to jump to
another place within the document or into a different document. A common use of hyperlinks is to make it
possible to link from somewhere within the e-mail to a web site. Hyperlinks are a great way to drive traffic
to web sites. An address book or contact list is a list of Internet addresses. A gateway is a combination of
hardware and software that connects different types of networks that convert an e-mail so that the
software program understands it. The ability to click on text and be transported to another web page or
web site is not called an affiliation.

Critical feedback. When employees present their ideas to management or coworkers, they should be
prepared to defend those ideas and provide supporting information. They also should be willing to accept
critical feedback because others might not agree with the ideas or have different opinions. Being
prepared will help employees remain objective and be able to offer logical evidence to back up their
ideas. Critical feedback is often useful because it allows employees to view their ideas from a different
perspective. Defending ideas usually does not involve accepting additional responsibility or nonverbal
support. It is not acceptable to attack employees on a personal level because of their ideas.

Advertise in specific areas. Knowing the part of the country that most of their guests are from helps hotels
to choose appropriate areas in which to advertise. They are able to target the majority of their advertising
to the areas that provide the most guests. Knowing the home towns of guests would not influence a
hotel's selection of newspapers, menu items, or travel brochures.

Your major strengths, aptitudes, and interests. This information will be the most important because it will
help you to determine whether you will be happy and successful in a certain career area. Salary is
important to some, but most people try to find occupations that will provide personal satisfaction. People
often expect that career opportunities will change according to the needs of the market and that they may
need to adapt in the future. Technology is an important part of many occupations, but not all. In addition,
technology is constantly changing, which means that your computer skills will likely change over time.

Some digital records become inaccessible due to obsolete technology. The business's 2001 sales data
have become inaccessible due to obsolete technology—the floppy disk. Unless the business owner
saved the sales data in another form or can acquire a floppy disk drive, s/he simply cannot access the
data that the disk contains. Another drawback of electronic records is that constant use and rough
handling have the potential to damage some electronic media. However, there is no indication that the
floppy disk has been damaged; instead, it is simply an outdated form of technology. Digital records are
actually less expensive to store than paper records. There is no way to know if the data on the floppy disk
comply with government regulations, but, in general, businesses keep government regulations in mind
when creating and storing digital records.

Responsibility. Responsible individuals are accountable for things that are within their control. Initiative is
the ability and willingness to think or act without being told. Interpersonal skills are how a person gets
along with others. Consideration means showing kindness or thoughtfulness to others.

Is appropriate for the occasion. The clothing outfits you choose should suit the occasion—whether
professional or personal. Colors, patterns, and textures should be well balanced. An outfit should have
one focal point and should maximize personal strengths. Clothing that looks, or is, expensive would not
be appropriate for all occasions.

Increasing inventory levels. When producers are optimistic about business activity, they increase their
inventory levels in order to be prepared for the increase in demand. This action expands economic
activities. Increasing the unemployment rate, decreasing the purchase of durable goods, and decreasing
investments in capital goods would contract economic activities.

Presentation. Presentation software programs give the user the capability of presenting information by
combining graphics, text, animation, photographs, and sound. Presentation software can be used to
create slide programs, overhead transparencies, multimedia presentations, etc. This software enables
users to develop visual presentations that are lively, colorful, and appealing to viewers. Communication
software programs establish connections between computers. Numeric and electronic are not types of
software programs, although some programs analyze numerical data.

Logo. Readers in the U.S. and Canada generally read from left to right and top to bottom. Putting the
logo in the bottom right-hand corner of an advertising layout makes the logo the last element of the ad
that the reader sees and makes it the most likely element to be remembered. Headlines generally appear
towards the top of advertising layouts to attract attention. White space is blank space that is good to use
in advertising layouts to unify the elements of an advertisement and to attract attention. The illustration is
used to attract attention and helps to lead the reader into the headline and copy.

Ask witnesses to remain until the police arrive. In an effort to help authorities apprehend the robber(s),
witnesses should be asked to remain until the police arrive. If witnesses are on hand, police will be able
to ask questions and obtain descriptions that will be helpful in the investigation. The victim(s) of the
robbery should be taken to a quiet area instead of being left to talk with other witnesses. This will help
prevent their memory from being confused or distorted. Any customers should remain on hand until
released by the police. The doors need to be secured so that only the police or witnesses can enter the
business. This is to protect the evidence.

Average amount of sales per customer. By totaling the amount of all sales and dividing by the number of
customers, hospitality and tourism businesses can determine the average amount of sales per customer.
Hospitality and tourism employees can use this information as a target amount to work toward attaining
and exceeding with their sales efforts. The age of customers, the size of their families, and their preferred
color cannot be obtained from all hospitality and tourism sales data.

Transaction processing system. This is a computerized information system that processes daily, routine
business transactions at the operational level of companies. Knowledge work systems aid knowledge
workers in the creation and integration of new knowledge into companies. Its purpose is to improve
worker productivity. Decision support systems aid managers in making decisions that are unique and
rapidly changing. Executive support systems are reporting tools that enable managers to turn a
company's data into useful reports.

Virus detectors. Viruses are programs designed to disrupt computer operations. These viruses often
have the ability to destroy information or to shut down a business's computer system. These actions are
types of computer crimes that businesses try to protect themselves from by requiring the use of virus
detectors. Virus detectors are software programs that search for possible viruses that might attack a
business's computer system. Security cameras are used to prevent theft. Businesses do not use search
engines or virtual software to protect company information from computer crime.

Accompany other written material. A transmittal letter is sent along with other documents or reports as an
introduction and explanation. The purpose of a transmittal letter is to identify what is being sent so that
the recipient will know what should be included and if any action needs to be taken. The other
alternatives would require letters that apply to the specific situation. A letter of congratulations would
extend good wishes, a letter of apology would make amends with a customer, and a sales letter would try
to sell specific

Property. Insurance is a contractual agreement in which one company (insurer) will pay for specified
losses incurred by the other company (insured) in return for installment payments (premium). Businesses
purchase property insurance to protect against losses from natural circumstances, such as hurricanes,
hail, floods, and tornados. Life insurance pays a designated person (beneficiary) upon the carrier's death.
To obtain coverage for losses that result from theft, arson, and embezzlement, businesses purchase
crime insurance. Health insurance covers a certain percentage of a person's medical bills.

Time. The system used or the way information is organized often depends on the type of information or
task at hand. In the example, the employee must track delinquent accounts. Because some accounts are
more overdue than other accounts the employee may use time as a method of organizing the
information. Each interval may require the employee to take a different action, such as mailing a late
notice to accounts that are 30 days past due, calling accounts that are 60 days past due, and turning
accounts over to collection agencies that are 90 days past due. Each action is based on a certain time
frame. The example does not indicate if the invoice numbers, locations, or names are organized in a
specific

Compromise. A compromise involves giving in to another's wishes so that an agreement may be
reached. This is one of the disadvantages of using consensus building as a decision-making tool. Group
members are encouraged to compromise, even when they really shouldn't, in order to settle differences.
Advantages of using consensus building is that it encourages group members to communicate their ideas
and collaborate, or work together, to reach an agreement. Consensus building is a cooperative effort
because it requires the effort of all members of the group.

Legally binding. In order for a contract to be legally binding, an offer must be made by one party and
accepted by the other party. In effect, the two parties are agreeing to the terms stated in the contract.
Then, both parties must live up to those terms. All contracts do not need to be notarized, put in written
form, or interpreted correctly

Their needs and wants are satisfied. When salespeople use effective selling techniques, they identify
customers' needs and wants and are thus better able to satisfy them. The business benefits when
customers tell others about the business, merchandise returns decrease, and customers become repeat
customers.

A tour of the business. New employee orientation usually includes activities that will provide new
employees with information about the business. Orientation also helps to put new employees at ease and
helps to eliminate many of their anxieties about their new surroundings. Reviewing the employee's
résumé and contacting the employee's references is usually done before the business hires the
employee. A performance appraisal is a tool that evaluates how well the employee performs his/her job
duties. Employees receive performance appraisals after they have worked for a certain amount of time.

Day-to-day activities. Operations management is the process of planning, controlling, and monitoring the
day-to-day activities required for the company to function. This includes obtaining and allocating the
appropriate type and amount of resources to do the work, such as employees, equipment, and supplies.
Strategic management involves determining, monitoring, and managing long-term goals for the company.
Communication is the exchange of information, which is necessary in the workplace to complete a wide
range of internal and external business activities.

A hotel advertises a free breakfast buffet for guests on select mornings during slow seasons. Promotion
is defined as a marketing function that communicates information about goods, services, images, and/or
ideas to achieve a desired outcome. Advertising, coupons, frequent-buyer programs, and samples are a
few tools that marketers use to promote products. By advertising free goods and services (e.g., free
breakfast buffet), the hotel is implementing a promotional activity. A guest ordering room service or a
manager sending employees a memo regarding compensation information are not considered
promotional activities. A resort employee asking guests about room preferences is a selling activity

Is appropriate for the occasion. The clothing outfits you choose should suit the occasion—whether
professional or personal. Colors, patterns, and textures should be well balanced. An outfit should have
one focal point and should maximize personal strengths. Clothing that looks, or is, expensive would not
be appropriate for all occasions.

Providing training programs. Positive channel relationships require collaboration among channel
members. Collaboration involves sharing relevant information, setting mutually-beneficial goals, and
developing a team-oriented attitude. Channel leaders have the most power or leverage in the channel,
and can implement tactics to foster positive relationships. Providing channel members with product
training programs helps channel members be successful in selling the products. Encouraging a
competitive culture among channel members, using aggressive tactics, and selling directly to end users
are more likely to create conflict and have a negative impact on channel relationships.

Red, yellow, and orange. Color harmonies are the ways in which colors are combined on the page to
create a sense of visual order and appeal. Colors tend to trigger certain feelings in people. Because the
color red attracts the most attention visually, it tends to generate intense emotion and energy. Yellow also
attracts attention and tends to be an “optimistic” color. Because yellow is hard on the eyes, it should be
used sparingly. Orange is a mixture of red and yellow and often generates feelings of enthusiasm and
warmth. Blue and purple are cool colors that create a sense of calm and tranquility. Green is easiest on
the eye and is most often associated with nature. White signifies purity, and black signifies authority.

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Distribution. This economic activity examines how the money payments received by resource owners and
producers are divided or distributed. Resource owners must feel that the incomes they receive are large
enough so that they will continue to be willing to supply resources. Producers must receive enough
income so that they are able to continue making or providing goods and services. Consumption is the
process or activity of using goods and services. Production is the making of goods and services.
Exchange involves the exchange of money payments between producers and the owners of resources.

Sleeping room or hostel. Sleeping rooms and hostels are inexpensive lodging alternatives that are
frequented by young adults and others who are interested in paying very little for their sleeping
accommodations. An extended-stay hotel is a mid-priced hotel that caters to guests who need
accommodations for an extended length of time. Although Frankie plans to be in Europe for three
months, he probably doesn't intend to stay in any one place for a long period of time. In addition,
extended-stay hotels, destination resorts, and timeshares are much more expensive than sleeping rooms
and hostels. Destination resorts are full-service hotels that provide additional attractions and recreational
alternatives for travelers. Timeshares are not necessarily resorts. Time shares are lodging properties that
sell their rooms to travelers for use each year during a specific period of time.

Information systems. To keep communication flowing with other departments, the finance function
depends on information systems. Information systems refers to any tools of communication within a
business. Accounts receivable refers to money owed to the business by others. Marketing and production
are not responsible for keeping communication flowing within the business.

To be informed about a destination's social conditions. Travel agents and tour operators have an
obligation to inform clients about the social and political conditions in a destination that they are
considering visiting. Clients have a right to know if there is political unrest, a threat of terrorism, or other
dangerous situations that might affect their travel plans or their safety. They should be made aware of
possible problems in order to make an informed decision as to whether to visit certain destinations.
Travel agents and tour operators usually do not discuss a competitor's refund policy. They often ask
customers if they want to buy trip insurance, but that is not considered a customer right. Travel to most
foreign countries is not dangerous. However, if travel to some areas is dangerous, customers have a
right to know.

Up-selling. Up-selling is a sales technique in which a higher priced product than the one originally
requested by the customer is suggested. The customer-service agent suggested that Maddie pay a bit
more for a higher priced business-class ticket rather than sitting in economy class, which is what Maddie
had planned to do. Affiliate marketing is the process of promoting and selling another business's products
on a web site in exchange for a sales commission. The ticket agent is selling her/his company's products,
not another business's merchandise. Comparison shopping is the act of visiting other businesses to learn
what competing stores are selling and the prices they charge. Maddie is not comparison shopping. A
trade-in allowance is a price reduction offered for selling back an old model of the product being
purchased. There is no indication that the airline would reduce the price of a business-class ticket for
Maddie.

Credit. Credit is the ability to obtain products now and pay later. Credit permits businesses to continue
operating without having to pay cash for all purchases. Currency is paper money. Collateral is the assets
pledged to a lender as security for a loan. Money and other assets owned by a company are called
capital.

Taxes. Taxes are monies that individuals and businesses must pay to the government. The purpose of
many taxes is to generate sufficient revenue for governments to pay for providing necessary services to
the public. Certain services, such as highway construction and maintenance, are beyond the capability of
individuals. Therefore, government takes responsibility for providing the services but needs the revenue
to do that which is the function of taxes. Generating sufficient revenue to pay for providing necessary
services to the public is not the reason for sales, prices, or quotas.

Internet. A personal computer is used to access Internet services. In addition, the Internet can be
accessed through cell phones and personal digital assistants (PDAs). Internet services can be used to
research, reserve, cancel, and pay for travel and tourism services. Fax machines were developed prior
to1990. Cellular telephones do not require personal computers for usage. Central Reservation Systems
were implemented prior to 1990 and are used by persons employed in the travel and tourism industry,
not the general public