Hospitality Organizations Quiz Questions

35 Questions | Total Attempts: 340

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Hospitality Organizations Quiz Questions

Year 2 Practice Examination


Questions and Answers
  • 1. 
    If a company’s organizational structure is flat, then the company:    
    • A. 

      A. is highly centralized.

    • B. 

      B. will have problems responding appropriately in a fast-changing environment.

    • C. 

      C. is highly decentralized.

    • D. 

      D. none of the above.

  • 2. 
    The best way to make your customers aware of the value you provide to them is to:  
    • A. 

      A. emphasize the value you provide to them in all your advertisements.

    • B. 

      B. lower your prices.

    • C. 

      C. properly handle moments of truth with them.

    • D. 

      D. raise the quality of products and services you offer to them.

  • 3. 
    How can managing diversity effectively help an organization reduce its costs?  
    • A. 

      A. Managing diversity effectively should help an organization reduce its turnover.

    • B. 

      B. There should be fewer discrimination lawsuits if a good diversity program is in place.

    • C. 

      C. Studies have shown that organizations with good diversity programs have lower sick time and vacation time costs.

    • D. 

      D. Both a and b.

  • 4. 
    Which of the following statements about communication is false?  
    • A. 

      A. It is harder to lie with our faces and bodies than it is with our words.

    • B. 

      B. Most communication is verbal.

    • C. 

      C. Words hold different meanings for different people.

    • D. 

      D. We often communicate without realizing it.

  • 5. 
    Favoring a person for one particularly valuable characteristic and overlooking all of the person’s other traits is called:    
    • A. 

      A. stereotyping.

    • B. 

      B. the contrast effect.

    • C. 

      C. the leniency or severity effect.

    • D. 

      D. the halo effect.

  • 6. 
    The active listener uses a variety of techniques to aid the listening task. Which of these is not one of them?    
    • A. 

      A. mirroring

    • B. 

      B. paraphrasing

    • C. 

      C. influencing

    • D. 

      D. summarizing

  • 7. 
    Today’s business environment has led many hospitality organizations to:  
    • A. 

      A. create hierarchical management systems.

    • B. 

      B. make decisions and solve problems with teams.

    • C. 

      C. divide tasks into repetitive, fragmented, simple functions.

    • D. 

      D. concentrate power and responsibility within their top management levels.

  • 8. 
    The second stage of team development is:  
    • A. 

      A. storming.

    • B. 

      B. performing.

    • C. 

      C. norming.

    • D. 

      D. transforming.

  • 9. 
    Which of the following gives you the opportunity to gather information and make personal contacts with a relatively large number of organizations in a short time?  
    • A. 

      A. internship

    • B. 

      B. information interviewing

    • C. 

      C. corporate presentations

    • D. 

      D. career fair

  • 10. 
    What should you bring with you to a job interview?  
    • A. 

      A. extra resumes

    • B. 

      B. paper and pen

    • C. 

      C. a positive attitude

    • D. 

      D. all of the above

  • 11. 
    Which of the following is an example of an intangible service?  
    • A. 

      A. a dinner prepared exactly as you requested it

    • B. 

      B. an ocean view that allows you to watch the sunset

    • C. 

      C. a concierge who provides information about the movies at a local theater

    • D. 

      D. a front desk agent who makes you feel welcome

  • 12. 
    A small group of travelers who are attending a business meeting at a hotel would most likely be included in which hotel market segment?  
    • A. 

      A. corporate groups

    • B. 

      B. convention and association groups

    • C. 

      C. corporate individuals

    • D. 

      D. regional getaway guests

  • 13. 
    Monica, a room attendant at the Glitz Hotel, responded to a guest’s request for extra pillows and towels. At the end of her shift, she recorded the request on a form used to update guest profiles. On the next visit to the property, the guest found extra towels and pillows already in the room. This is an example of:  
    • A. 

      A. relationship selling.

    • B. 

      B. internal marketing.

    • C. 

      C. upgrading.

    • D. 

      D. suggestive selling.

  • 14. 
    Which of the following upgrading techniques would likely be most effective for a salesperson who was attempting to sell high-priced rooms?    
    • A. 

      A. top-down method

    • B. 

      B. rate-category alternatives method

    • C. 

      C. bottom-up method

    • D. 

      D. cross-selling method

  • 15. 
    When speaking with a client over the telephone, salespeople should:  
    • A. 

      A. smile as they speak.

    • B. 

      B. keep their voice pitched low.

    • C. 

      C. avoid talking with gum or anything in their mouth.

    • D. 

      D. all of the above.

  • 16. 
    The objective of the prospect call is to:  
    • A. 

      A. determine if the prospects have a need for the property’s products and services.

    • B. 

      B. generate goodwill.

    • C. 

      C. gather information and learn the names of decision-makers.

    • D. 

      D. briefly introduce a prospective client to the property’s features and services.

  • 17. 
    In which of the following types of sales calls does a salesperson make to generate good will?  
    • A. 

      A. a prospect call

    • B. 

      B. a service call

    • C. 

      C. a promotional call

    • D. 

      D. a public relations call

  • 18. 
    It is best to respond to all letters of inquiry by:    
    • A. 

      A. letter

    • B. 

      B. e-mail

    • C. 

      C. telephone

    • D. 

      D. fax

  • 19. 
    Which of the following setups includes tables for the attendees?  
    • A. 

      A. theater

    • B. 

      B. T-shape

    • C. 

      C. V-shape

    • D. 

      D. senate

  • 20. 
    As part of a marketing audit, the hotel’s marketing team assesses the strengths and weaknesses of other hotels in the local area as part of a:    
    • A. 

      A. property analysis.

    • B. 

      B. competition analysis.

    • C. 

      C. situation analysis.

    • D. 

      D. positioning analysis.

  • 21. 
    Market share and fair share calculations provide important marketing information as part of a:  
    • A. 

      A. property analysis.

    • B. 

      B. competition analysis.

    • C. 

      C. situation analysis.

    • D. 

      D. positioning analysis.

  • 22. 
    Which of the following mediums typically has the lowest production value?  
    • A. 

      A. Newspapers

    • B. 

      B. Magazines

    • C. 

      C. Radio

    • D. 

      D. Television

  • 23. 
    What advertising medium is most successful when it grabs the viewer’s attention, is visual, has an identity all its own and has a tone that gives visitors an idea of what to expect when they visit the hotel or restaurant?    
    • A. 

      A. Newspaper advertising

    • B. 

      B. Television advertising

    • C. 

      C. Radio advertising

    • D. 

      D. Magazine advertising

  • 24. 
    “Mise en place” is a French term that means:    
    • A. 

      A. to put everything in place.

    • B. 

      B. to make everything in place.

    • C. 

      C. to mix food on platters.

    • D. 

      D. to mix food in kitchens.

  • 25. 
    If a recipe yields 200 portions and you want 250 portions, what is the adjustment factor?  
    • A. 

      A. 1.25

    • B. 

      B. .8

    • C. 

      C. 240

    • D. 

      D. 312.50

  • 26. 
    A menu that offers a complete meal for one price is called a(n) __________ menu.  
    • A. 

      A. table d’hote

    • B. 

      B. specialty

    • C. 

      C. a lá carte

    • D. 

      D. fixed

  • 27. 
    Prix fixe refers to:    
    • A. 

      A. the soup of the day.

    • B. 

      B. a la carte menu.

    • C. 

      C. table d’hote menu.

    • D. 

      D. preparing everything in place.

  • 28. 
    The principle advantage that platter service has over cart service is:  
    • A. 

      A. the practicality and lower cost of platter service.

    • B. 

      B. the personal attention and entertainment of platter service.

    • C. 

      C. the food production efficiencies and the personal attention of platter service.

    • D. 

      D. none of the above.

  • 29. 
    All of the following styles of service require special containers or platters from which to serve food, except _______________ service.    
    • A. 

      A. cart

    • B. 

      B. plate

    • C. 

      C. family-style

    • D. 

      D. platter

  • 30. 
    The fundamental rule that service staff members need to keep in mind when resolving guest complaints is:    
    • A. 

      A. “Most guests act like babies so we must treat them accordingly.”

    • B. 

      B. “Do not let the guest take advantage of the operation.”

    • C. 

      C. “The guest does not know what to expect from a food service operation.”

    • D. 

      D. “The guest is always the guest.”

  • 31. 
    When serving a guest with a hearing impairment, staff members should do all of the following except:    
    • A. 

      A. treat them the way they would children.

    • B. 

      B. use simple, direct language and short sentences.

    • C. 

      C. be patient.

    • D. 

      D. be positive and encouraging.

  • 32. 
    The main purpose of using a shopper service in a food service operation is to:    
    • A. 

      A. catch guests who steal supplies.

    • B. 

      B. evaluate how guests’ needs and expectations are being met.

    • C. 

      C. coordinate wine service.

    • D. 

      D. catch staff members who steal from the operation.

  • 33. 
    All of the following are suggestions of good suggestive selling phrases except:  
    • A. 

      A. “You’ll like the meatloaf. It’s one of my favorites.”

    • B. 

      B. “We’re known for our great Mile-High Sawdust Pie, featuring a delicious mixture of coconut and pecans. May I bring you a piece?”

    • C. 

      C. “I’d like to suggest that you order something different. Our chef needs improvement in his preparation of that dish.”

    • D. 

      D. “A Merlot would go well with the meat you’ve chosen, ma’am. May I bring you a wine list?”

  • 34. 
    The main difference between a function sheet and a function book is that:  
    • A. 

      A. the function book covers all functions, while a function sheet covers just one.

    • B. 

      B. a function book does not list the time of a function; a function sheet does.

    • C. 

      C. a function book does not indicate the room in which the planned function will occur, a function sheet does.

    • D. 

      D. a and b.

  • 35. 
    At formal events, the seat of honor at the head table is:    
    • A. 

      A. to the left of the host.

    • B. 

      B. to the right of the host.

    • C. 

      C. directly opposite the host.

    • D. 

      D. at the left end of the head table.