DECA Hospitality and Tourism Cluster Study Set || with
Complete Solutions.
A company that is being sued is given the opportunity to present evidence to defend itself. This
is an
aspect of
A. legal procedure.
B. legislative history.
C. personal rights.
D. business rules. correct answers A
Legal procedure. Procedural law controls the workings of courts and the method by which rights
are
enforced. Legal procedure means that rights must be enforced in court, so the business is
guaranteed an
opportunity to present evidence to defend itself. This is not because of legislative history,
personal rights,
or business rules.
Ourway Airlines Inc. purchases many smaller airlines to grow its business. Which method is
Ourway
Airlines using?
A. Expansion
B. Merger
C. Consolidation
D. Hybrid structure correct answers C
Consolidation. Ourway Airlines is acquiring many smaller companies, which is known as
consolidation. A
merger occurs when two businesses combine to form one company. An expansion occurs when a
company sells more shares of stock, reinvests profits into itself, or obtains a bank loan to expand
its
operations. A hybrid structure is a type of ownership that allows owners to enjoy the advantages
of
corporations and either sole proprietorships or partnerships.
The Houghten Hotel was overbooked and had to turn away an individual with a phone
confirmation.
Since the Super Bowl was in town, the individual was forced to stay at the only available hotel,
which was
located in an unsafe part of town. The individual was attacked while sleeping and sued the
Houghten
Hotel. What is the likely outcome of a lawsuit against the property?
A. The individual will not be entitled to damages, because they did not receive a written
confirmation.
B. The case will be dismissed because the individual was able to find a room elsewhere.
C. The property will be required to pay damages to the individual for breaking a legal contract.
D. The property will be forced to pay a fine for committing fraud by pretending to have a room
,available. correct answers C
The property will be required to pay damages to the individual for breaking a legal contract. A
room
reservation is a legal contract that entitles an injured party to compensation when the contract is
violated,
such as when a property does not follow through with its promise to provide a room. A room
reservation
does not have to be in writing for it to be considered a contract; therefore, the individual is
entitled to
receive damages. For a property to be considered fraudulent in the eyes of the court, it is
necessary to
prove that the property overbooks as a rule, rather than as an exception, when a special event is
in town.
The ability to find a room elsewhere is not grounds for dismissing a case in which an individual
is
physically harmed as a result of being turned away by the hotel.
Which of the following is an effective strategy to use before beginning to read:
A. Think about what you want to learn.
B. Take notes.
C. Consult a glossary.
D. Summarize the information. correct answers A
Think about what you want to learn. Before beginning to read, it is important to know what you
are hoping
to learn from reading the text and what you will hope to know after you complete your reading.
This will
help guide your reading and increase your comprehension. Taking notes is an active reading
strategy
that you should use while reading, rather than before. Consulting a glossary is a strategy that you
can
use while reading to increase your understanding of technical or challenging vocabulary. Finally,
summarizing is a tactic that can help with comprehension and retention after you have finished
reading.
SOURCE: CO:055 Extract relevant information from written materials
To defend your ideas in an objective and respectful way, you should
A. present facts that support your point of view.
B. advise the other person that their opinion is illogical.
C. use dramatic gestures to reinforce your message.
D. provide a rebuttal for everything the other person says. correct answers A
Present facts that support your point of view. Because others may have questions or concerns
about
your ideas, you should be prepared to defend those ideas by providing supporting information.
By having
facts to support your ideas, others are more likely to accept your ideas and put them into action.
Telling
,another person that their opinion is illogical and refuting everything the other person says are not
actions
that help you objectively and respectfully defend your ideas. In fact, these actions may offend the
other
person. Using dramatic gestures may indicate your enthusiasm about your ideas but does not
demonstrate why your ideas are good and should be implemented.
Under hectic conditions, front desk clerks can provide good service by
A. knowing how to organize others.
B. having good accounting skills.
C. knowing how to avoid problems.
D. staying calm during interruptions. correct answers D
Staying calm during interruptions. Hotel guests often need your attention as they check in or out,
ask
questions, and request services. The key to giving good service while handling all this activity is
to
remain calm during interruptions. It is not possible, or always desirable, to avoid problems. Front
desk
clerks are not required to have accounting skills or to organize other employees.
Which of the following is a technique used in a persuasive letter to gain the readers' attention and
encourage them to read the rest of the message:
A. Placing the call to action in the last paragraph
B. Including a link to the business's website
C. Asking a question in the introduction
D. Providing statistics in the body of the letter correct answers C
Asking a question in the introduction. Before persuading the audience to take action, the writer
must gain
the readers' attention—this is often referred to as the hook. Posing a question in the introduction
(first
sentence) often stimulates the readers' curiosity and encourages them to find out more about the
issue or
offer. Another way to grab the readers' attention is by including interesting statistics or facts in
the
introduction or first paragraph of the message. After gaining the readers' attention, the writer
addresses
the call to action. Depending on the type of message, inclusion of the business's website may be
an
important component of the message; however, this typically will not gain the readers' attention.
A food server who has mixed up an order and brought the wrong menu items is an example of
the
__________ contributing to customer complaints.
A. employee
B. consumer
C. business
, D. product correct answers A
Employee. Employees can contribute to customer dissatisfaction by being inaccurate and
providing
unsatisfactory service. Serving the wrong menu items is one way that restaurant employees can
cause
customers to complain. The product was not at fault even though it was the wrong item. The
business
was not at fault, because the correct menu items were available. The customer was not at fault,
because
the desired item was ordered.
The importance of customer service in the hospitality and tourism industry has grown due to
A. fewer consumer choices.
B. lower prices.
C. less frequent travel.
D. technology. correct answers D
Technology. Many apps and websites allow customers to leave reviews and ratings about their
experiences. Therefore, customer service has become even more important in hospitality and
tourism.
Businesses must provide top-notch service to make sure reviews are positive, which keeps
business
incoming. Lower prices, less frequent travel, and fewer consumer choices have not increased the
importance of customer service in the hospitality and tourism industry.
A passenger is upset with Petra, a flight attendant, because the plane has not taken off and he is
worried
about being late for an important meeting. Before responding, Petra takes a deep breath, listens
to his
complaint, and apologizes. Petra is
A. deferring to authority.
B. solving the problem.
C. diffusing the customer's anger.
D. avoiding the conflict completely. correct answers C
Diffusing the customer's anger. In the hospitality and tourism industry, it is important to know
how to
resolve conflicts with customers who are unhappy with the service. One of the first steps is
diffusing
anger because it is difficult to resolve conflict when one or more parties is angry. Petra is
diffusing anger
by remaining calm, listening, and expressing sympathy. In this example, Petra is not solving the
problem,
deferring to authority, or avoiding the conflict completely.
Which of the following is a good strategy for resolving a customer service issue:
A. Keep the conversation in a public space
B. Agree with the customer's complaints
Complete Solutions.
A company that is being sued is given the opportunity to present evidence to defend itself. This
is an
aspect of
A. legal procedure.
B. legislative history.
C. personal rights.
D. business rules. correct answers A
Legal procedure. Procedural law controls the workings of courts and the method by which rights
are
enforced. Legal procedure means that rights must be enforced in court, so the business is
guaranteed an
opportunity to present evidence to defend itself. This is not because of legislative history,
personal rights,
or business rules.
Ourway Airlines Inc. purchases many smaller airlines to grow its business. Which method is
Ourway
Airlines using?
A. Expansion
B. Merger
C. Consolidation
D. Hybrid structure correct answers C
Consolidation. Ourway Airlines is acquiring many smaller companies, which is known as
consolidation. A
merger occurs when two businesses combine to form one company. An expansion occurs when a
company sells more shares of stock, reinvests profits into itself, or obtains a bank loan to expand
its
operations. A hybrid structure is a type of ownership that allows owners to enjoy the advantages
of
corporations and either sole proprietorships or partnerships.
The Houghten Hotel was overbooked and had to turn away an individual with a phone
confirmation.
Since the Super Bowl was in town, the individual was forced to stay at the only available hotel,
which was
located in an unsafe part of town. The individual was attacked while sleeping and sued the
Houghten
Hotel. What is the likely outcome of a lawsuit against the property?
A. The individual will not be entitled to damages, because they did not receive a written
confirmation.
B. The case will be dismissed because the individual was able to find a room elsewhere.
C. The property will be required to pay damages to the individual for breaking a legal contract.
D. The property will be forced to pay a fine for committing fraud by pretending to have a room
,available. correct answers C
The property will be required to pay damages to the individual for breaking a legal contract. A
room
reservation is a legal contract that entitles an injured party to compensation when the contract is
violated,
such as when a property does not follow through with its promise to provide a room. A room
reservation
does not have to be in writing for it to be considered a contract; therefore, the individual is
entitled to
receive damages. For a property to be considered fraudulent in the eyes of the court, it is
necessary to
prove that the property overbooks as a rule, rather than as an exception, when a special event is
in town.
The ability to find a room elsewhere is not grounds for dismissing a case in which an individual
is
physically harmed as a result of being turned away by the hotel.
Which of the following is an effective strategy to use before beginning to read:
A. Think about what you want to learn.
B. Take notes.
C. Consult a glossary.
D. Summarize the information. correct answers A
Think about what you want to learn. Before beginning to read, it is important to know what you
are hoping
to learn from reading the text and what you will hope to know after you complete your reading.
This will
help guide your reading and increase your comprehension. Taking notes is an active reading
strategy
that you should use while reading, rather than before. Consulting a glossary is a strategy that you
can
use while reading to increase your understanding of technical or challenging vocabulary. Finally,
summarizing is a tactic that can help with comprehension and retention after you have finished
reading.
SOURCE: CO:055 Extract relevant information from written materials
To defend your ideas in an objective and respectful way, you should
A. present facts that support your point of view.
B. advise the other person that their opinion is illogical.
C. use dramatic gestures to reinforce your message.
D. provide a rebuttal for everything the other person says. correct answers A
Present facts that support your point of view. Because others may have questions or concerns
about
your ideas, you should be prepared to defend those ideas by providing supporting information.
By having
facts to support your ideas, others are more likely to accept your ideas and put them into action.
Telling
,another person that their opinion is illogical and refuting everything the other person says are not
actions
that help you objectively and respectfully defend your ideas. In fact, these actions may offend the
other
person. Using dramatic gestures may indicate your enthusiasm about your ideas but does not
demonstrate why your ideas are good and should be implemented.
Under hectic conditions, front desk clerks can provide good service by
A. knowing how to organize others.
B. having good accounting skills.
C. knowing how to avoid problems.
D. staying calm during interruptions. correct answers D
Staying calm during interruptions. Hotel guests often need your attention as they check in or out,
ask
questions, and request services. The key to giving good service while handling all this activity is
to
remain calm during interruptions. It is not possible, or always desirable, to avoid problems. Front
desk
clerks are not required to have accounting skills or to organize other employees.
Which of the following is a technique used in a persuasive letter to gain the readers' attention and
encourage them to read the rest of the message:
A. Placing the call to action in the last paragraph
B. Including a link to the business's website
C. Asking a question in the introduction
D. Providing statistics in the body of the letter correct answers C
Asking a question in the introduction. Before persuading the audience to take action, the writer
must gain
the readers' attention—this is often referred to as the hook. Posing a question in the introduction
(first
sentence) often stimulates the readers' curiosity and encourages them to find out more about the
issue or
offer. Another way to grab the readers' attention is by including interesting statistics or facts in
the
introduction or first paragraph of the message. After gaining the readers' attention, the writer
addresses
the call to action. Depending on the type of message, inclusion of the business's website may be
an
important component of the message; however, this typically will not gain the readers' attention.
A food server who has mixed up an order and brought the wrong menu items is an example of
the
__________ contributing to customer complaints.
A. employee
B. consumer
C. business
, D. product correct answers A
Employee. Employees can contribute to customer dissatisfaction by being inaccurate and
providing
unsatisfactory service. Serving the wrong menu items is one way that restaurant employees can
cause
customers to complain. The product was not at fault even though it was the wrong item. The
business
was not at fault, because the correct menu items were available. The customer was not at fault,
because
the desired item was ordered.
The importance of customer service in the hospitality and tourism industry has grown due to
A. fewer consumer choices.
B. lower prices.
C. less frequent travel.
D. technology. correct answers D
Technology. Many apps and websites allow customers to leave reviews and ratings about their
experiences. Therefore, customer service has become even more important in hospitality and
tourism.
Businesses must provide top-notch service to make sure reviews are positive, which keeps
business
incoming. Lower prices, less frequent travel, and fewer consumer choices have not increased the
importance of customer service in the hospitality and tourism industry.
A passenger is upset with Petra, a flight attendant, because the plane has not taken off and he is
worried
about being late for an important meeting. Before responding, Petra takes a deep breath, listens
to his
complaint, and apologizes. Petra is
A. deferring to authority.
B. solving the problem.
C. diffusing the customer's anger.
D. avoiding the conflict completely. correct answers C
Diffusing the customer's anger. In the hospitality and tourism industry, it is important to know
how to
resolve conflicts with customers who are unhappy with the service. One of the first steps is
diffusing
anger because it is difficult to resolve conflict when one or more parties is angry. Petra is
diffusing anger
by remaining calm, listening, and expressing sympathy. In this example, Petra is not solving the
problem,
deferring to authority, or avoiding the conflict completely.
Which of the following is a good strategy for resolving a customer service issue:
A. Keep the conversation in a public space
B. Agree with the customer's complaints
