Exam
Name___________________________________

MULTIPLE CHOICE.  Choose the one alternative that best completes the statement or answers the question. 

1) 

One of the most important in-room amenities that enables guest satisfaction is 

1) 

_______ 

A) 

air conditioning 

B) 

remote control 

C) 

TV 

D) 

mini-bar 

E) 

internet 

2) 

Since its introduction, the pineapple has been internationally recognized as 

2) 

_______ 

A) 

a symbol of hospitality 

B) 

a widely used vegetable in the southwest 

C) 

non-nutritional 

D) 

a symbol of danger 

3) 

Key to being successful in the hospitality industry is 

3) 

_______ 

A) 

knowing how to cook 

B) 

being service oriented 

C) 

waiting tables 

D) 

bartending skills 

4) 

Intangible means 

4) 

_______ 

A) 

physical property 

B) 

Something the guest uses but does not possess 

C) 

A souvenir purchased as a gift 

D) 

assets of the business 

5) 

In the hospitality industry the concept of perishability means 

5) 

_______ 

A) 

spoiled food that must be discarded 

B) 

it is intangible 

C) 

an unsold airline seat, hotel room or empty restaurant table 

D) 

it cannot be measured 

6) 

Inseparability refers to 

6) 

_______ 

A) 

hospitality products being inherently heterogeneous 

B) 

hospitality products are tangible 

C) 

the fact that production and consumption occur simultaneously 

D) 

the fact that production and consumption occur independently 

7) 

Each of the following is a characteristic of the Hospitality Industry EXCEPT 

7) 

_______ 

A) 

the service product and the guest are separate 

B) 

characterized by shift work 

C) 

no such thing as business hours 

D) 

product is intangible and perishable 

8) 

Guest calls for reservations and a guest welcome are both examples of what? 

8) 

_______ 

A) 

Moments of Reason 

B) 

Moments of Reality 

C) 

Moments of Truth 

D) 

Moments of Fact 

9) 

Anyone who receives or benefits from the output of someone's work is 

9) 

_______ 

A) 

an employee 

B) 

a guest 

C) 

a vendor 

D) 

internal guest 

10) 

Internal customers are 

10) 

______ 

A) 

restaurant dining room customers 

B) 

the employees 

C) 

loyal customers who return often 

D) 

hotel guests 

11) 

Quality guest service requires that we 

11) 

______ 

A) 

Focus on food quality 

B) 

increase service advertising 

C) 

prioritize our profit motive 

D) 

understand our guest's needs 

12) 

Which of the following would NOT be a moment of truth? 

12) 

______ 

A) 

your car will not start when it is time to go to the restaurant 

B) 

server takes your order 

C) 

hostess greets you and asks you to wait 

D) 

calling a restaurant for a reservation 

13) 

Empowerment is 

13) 

______ 

A) 

allowing all employees to make any decision they want 

B) 

delegated to management only 

C) 

a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success 

D) 

a process that eliminates the need for management 

14) 

The central focus in hospitality is 

14) 

______ 

A) 

communication 

B) 

attitude 

C) 

provide a profit 

D) 

guest service 

15) 

TQM focuses on 

15) 

______ 

A) 

error detection 

B) 

guest's needs 

C) 

profit 

D) 

error prevention 

16) 

Recruiters are looking for 

16) 

______ 

A) 

well-rounded candidates 

B) 

honesty 

C) 

service-oriented people 

D) 

creativity 

17) 

The concept of protecting the natural resources of the planet while achieving corporate profitability 

17) 

______ 

A) 

productivity 

B) 

sustainability 

C) 

operational values 

D) 

perishability 

ESSAY.  Write your answer in the space provided or on a separate sheet of paper. 

18) 

Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation), differentiate between the method of service offered to customers. Use specific examples. 

19) 

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field. Where are the main differences and how does the hospitality industry justify the differences. 

20) 

You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the time they arrive at the terminal to the time they land in LA. 

21) 

Using the concept of "sustainability," describe at least three goals your hotel may target that will help to ensure a healthy and protected local environment and also achieve economic prosperity. 

22) 

You are the owner of a new hotel chain. Outline the corporate culture you hope to create for your employees. Give examples. 

23) 

Discuss the pros and cons of an internship program, a job-shadowing program, and a mentoring program. Which do you think is most effective and why? 

24) 

You are being interviewed for an entry-level management position with a cruise line. Generate a list of five questions that you think would best allow you to portray yourself as the perfect candidate for the job. 

 

1) 

E 

2) 

A 

3) 

B 

4) 

B 

5) 

C 

6) 

C 

7) 

A 

8) 

C 

9) 

B 

10) 

B 

11) 

D 

12) 

A 

13) 

C 

14) 

D 

15) 

D 

16) 

C 

17) 

B 

18) 

Student answers will vary according to specific type of service they choose from each facet. 

19) 

Most students will note their perfect schedule as Monday-Friday 9 AM-5 PM with weekends and holidays off. The reality of a 60-70 hour workweek and holidays being the busiest days is not the most appealing schedule for young people. The rationale that the service the hospitality industry offers best is convenience, yet convenience to the guest does not always mean convenience to the provider. 

20) 

The list will vary from student to student, depending on their perspective. Some lists will be all inclusive and some will be more limited to the moments that they more passionate about. Stress the importance of every nuance of the service experience. 

21) 

The student should focus their answer on water conservation, solid waste management, alternative power, and reduction of energy. They should discuss the effectiveness of a cost effective program versus a sustained profitability. Students should also include a discussion about how the program may enable guest loyalty. 

22) 

Students should outline how they want their employees to view them as a manager, how they intend to treat their employees, the importance of the customer in the day- to- day implementation of a cultural philosophy. 

23) 

Students will look at each program with a variety of pros and cons. Internships are often viewed as an opportunity for "real world" experience but if they are not managed properly, students often fall into the "gopher " role. Shadowing is effective for a short-term glimpse into the industry but the experience is exactly that short term. Mentoring is usually most effective as part of the new employee orientation process. 

24) 

The common answers here will center around the proverbial "What are your strengths and weaknesses?" and "What makes you the best candidate for the job?" Encourage students to ask more open-ended questions that allow them the flexibility to showcase those strengths and minimize the weaknesses.