Intro to Hospitality Final Exam (All
Chapters) Questions Complete With
100% Correct Answers
\.Ch 1: Marriott values their ____ and says that they are the number one _____. -
ANSWERS✔-employees, customer
\.The pineapple is a symbol of? - ANSWERS✔-friendship, hospitality, welcome
\.Internal customer is an? - ANSWERS✔-employee
\.Moments of truth are? - ANSWERS✔-guest encounters
\.Every hospitality organization has thousands of ________ of _____ every day. -
ANSWERS✔-moments, truth
\.Some of them include; a guest _____ a restaurant for a table reservation, tries to
attract the _________ attention for a cocktail because there are no seats
available, a server takes an ______, brings the _____, a guest ______ the
restaurant. - ANSWERS✔-calls, bartender's, order, check, departs
,\.Our services are mostly? - ANSWERS✔-Intangible
\.Being intangible means that the guest cannot test drive a nights stay or taste the
steak before? - ANSWERS✔-Dining
\.Our product is for the guest use only not for? - ANSWERS✔-Possession
\.For us to produce our product hospitality we must get the guests input this is
referred to as inseparability of production and consumption of the? - ANSWERS✔-
Service product
\.There is also perishability of our product ie; we have 1,400 rooms in inventory
but we sell only 1,200 rooms. What do we do with the 200 unsold rooms?
Nothing, we lose 200? - ANSWERS✔-Room nights and the revenue
\.Franchising and management contracts are the two main driving forces in the
development and operation of the? - ANSWERS✔-hotel business
\.Began in 1907 by the? - ANSWERS✔-Ritz Carlton
\.Franchising is a concept that allows a company to use other peoples' money for
growth rather than? - ANSWERS✔-financing
\.Franchising is used to rapidly expand? - ANSWERS✔-businesses
, \.The franchisee is granted the rights to use ____________, operating
___________, and other business procedures. - ANSWERS✔-trademarks,
procedures,
\.Fees for lodging are generally what % of room revenue? - ANSWERS✔-3-4%
\.Benefits to the franchisee: - ANSWERS✔-Standard set of plans,
National advertising,
Centralized reservation system,
Participation in volume discounts,
Listing in franchisor's directory,
Lower fee % charged by credit card companies
\.Drawbacks to the franchisee: High _____,
Central reservation system accounts for about 7 - __% of reservations, _________,
Must maintain ___________. - ANSWERS✔-fees, 26%, Conformity, standards
\.Pros for franchise company / franchisor; Increased _______ share and
__________,
Up-front ____ - ANSWERS✔-market, recognition, fees
\.Cons for franchise company / franchisor; Careful in selection of ____________,
Difficulty maintaining __________ and _________ - ANSWERS✔-franchisees,
standards, controls
Chapters) Questions Complete With
100% Correct Answers
\.Ch 1: Marriott values their ____ and says that they are the number one _____. -
ANSWERS✔-employees, customer
\.The pineapple is a symbol of? - ANSWERS✔-friendship, hospitality, welcome
\.Internal customer is an? - ANSWERS✔-employee
\.Moments of truth are? - ANSWERS✔-guest encounters
\.Every hospitality organization has thousands of ________ of _____ every day. -
ANSWERS✔-moments, truth
\.Some of them include; a guest _____ a restaurant for a table reservation, tries to
attract the _________ attention for a cocktail because there are no seats
available, a server takes an ______, brings the _____, a guest ______ the
restaurant. - ANSWERS✔-calls, bartender's, order, check, departs
,\.Our services are mostly? - ANSWERS✔-Intangible
\.Being intangible means that the guest cannot test drive a nights stay or taste the
steak before? - ANSWERS✔-Dining
\.Our product is for the guest use only not for? - ANSWERS✔-Possession
\.For us to produce our product hospitality we must get the guests input this is
referred to as inseparability of production and consumption of the? - ANSWERS✔-
Service product
\.There is also perishability of our product ie; we have 1,400 rooms in inventory
but we sell only 1,200 rooms. What do we do with the 200 unsold rooms?
Nothing, we lose 200? - ANSWERS✔-Room nights and the revenue
\.Franchising and management contracts are the two main driving forces in the
development and operation of the? - ANSWERS✔-hotel business
\.Began in 1907 by the? - ANSWERS✔-Ritz Carlton
\.Franchising is a concept that allows a company to use other peoples' money for
growth rather than? - ANSWERS✔-financing
\.Franchising is used to rapidly expand? - ANSWERS✔-businesses
, \.The franchisee is granted the rights to use ____________, operating
___________, and other business procedures. - ANSWERS✔-trademarks,
procedures,
\.Fees for lodging are generally what % of room revenue? - ANSWERS✔-3-4%
\.Benefits to the franchisee: - ANSWERS✔-Standard set of plans,
National advertising,
Centralized reservation system,
Participation in volume discounts,
Listing in franchisor's directory,
Lower fee % charged by credit card companies
\.Drawbacks to the franchisee: High _____,
Central reservation system accounts for about 7 - __% of reservations, _________,
Must maintain ___________. - ANSWERS✔-fees, 26%, Conformity, standards
\.Pros for franchise company / franchisor; Increased _______ share and
__________,
Up-front ____ - ANSWERS✔-market, recognition, fees
\.Cons for franchise company / franchisor; Careful in selection of ____________,
Difficulty maintaining __________ and _________ - ANSWERS✔-franchisees,
standards, controls
