Final test Introduction hospitality ALL SOL
m m m m m
UTION 2023/24 EDITION ALL LATED & GU
m m m m m m
ARANTEED GRADE A+ m m
1. Whomismthembestmjudgemofmservicemquality?
A) staffmmembers
B) managers
C) themownermofmthemservicembusiness
D) thempersonmreceivingmthemservicem"
thempersonmreceivingmthemservic
em"
2. WhichmofmthemfollowingmismthemBESTmdefinitionmofmgoodmservice?
A) workmdonemformothers
B) meetingmcustomers'mneedsminmthemwaymthatmtheymwantmandmexpect
C) matchingmemployees'mservicemexpectationsmwithmthemorganization'smservicemgoals
D) workmthatmmeetsmthemorganization'smservicemstandardsm"
meetingmcustomers'mneedsminmthemwaymthatmtheymwantmandmexp
ectm"
3. Whenmamcruisemlinemsendsmoutmdirectmmailmthatmadvertisesmspecialmlowmratesmformoff-
seasonmbookings,mitmismattemptingmto:
A) followmamchased-customermstrategy.
B) followmamfull-marketmstrategy.
C) managemdemand.
D) managemsupply.m"
managemdemand
.m"
4. Themmostmcommonmmethodmusedmtominfluencemdemandminmthemhotelmindustrymism .
A) price
B) advertising
C) availability
D) marketingm"
price
m"
5. Disney'smfourmbasicmservicemprioritiesmare:
A) safety,mcourtesy,mshow,mandmefficiency.
B) fun,mfamily,mfood,mandmfanfare.
,C) enjoyment,msecurity,mvision,mandmrepeatmguests.
D) respond,mfocus,mgratify,mandmserve.m"
safety,mcourtesy,mshow,mandmefficienc
y.m"
6. Whymdomthemmanagersmofmamhotelmdividemthem""market""—
thatmis,mthempeoplemwhomareminterestedminmstayingminmamhotel—
mintomsegments,mandmonlymactivelymgomaftermcertainmsegments?
A) Theremaremtaxmadvantagesmtomdividingmthemmarketmintomsegments.
B) Themmanagersmknowmthatmtheirmhotelmcan'tmappealmtomeveryone.
C) Mostmmanagersmaremnotmgoodmmarketers.
D) Managersmcan'tmcreatem""momentsmofmtruth""muntilmtheymdividemthemmarketmintomsegments.m"
Themmanagersmknowmthatmtheirmhotelmcan'tmappealmtomeveryo
ne.m"
2. WhichmofmthemfollowingmstatementsmaboutmservicemismTRUE?
A) Ifmmanagersmthinkmtheymaremprovidingmgoodmservice,mtheymcanmassumemthatmtheirmcustomersmthinkmso,
mtoo.
B) Fulfillingmthemexpectationsmofmemployees,mnotmcustomers,mismmostmimportantminmservicemencounters.
C) Pricemusuallymplaysmanmimportantmpartminmhowmservicemismevaluated.
D) Servicememployeesmcanmbemlookedmuponmasm""magicians""mwhomconvincemcustomersmthey'remget
tingmgoodmservicemevenmwhenmitmismbelowmstandards.m"
Pricemusuallymplaysmanmimportantmpartminmhowmservicemismevaluat
ed.m"
3. ""Whenmdemandmismlow,mproductionmcapacitymismwastedmbecausemtheremismanmoversupplymofmworker
smtomservemthemcustomers;mwhenmdemandmismhighermthanmproductionmcapacity,mtheremaremmoremguests
mthanmthemworkersmormthembuildingmcanmservemandmbusinessmismlost.""mThismdescribesma(n)m
business.
A) limited-service
B) chased-demand
C) capacity-constrained
D) intangibles-orientedm"
capacity-
constrainedm"
4. Whichmofmthemfollowingmismanmexamplemofmanmactivitymormstrategymdesignedmtommanagemdemand?
A) happymhours
B) early-birdmspecials
C) bothmofmthemabove
D) nonemofmthemabovem"
happymhoursm&mearly-
birdmspecialsm"
5. Amtypicalmhotelmormrestaurantmtargetsmamlimitedmnumbermofmmarketmsegmentsmbecause:
A) managementmismusuallymnotmaggressivemenoughmtomgomaftermallmpossiblemsegments.
B) ownersmdomnotmlikemtomtakemthemrisksminvolvedminmgoingmaftermallmpossiblemsegments.
,C) formaccountingmpurposes,mitmismeasiermtomonlymgomaftermamfewmgroupsmofmcustomers.
D) itmismimpossiblemtomappealmtomeveryone.m"
itmismimpossiblemtomappealmtomeveryon
e.m"
7. Whichmofmthemfollowingmismamtrendmthatmismaffectingmthemtravelmandmtourismmindustry?
A) themincreaseminmthemimportancemofmseasonalityminmtravel
B) themdecreaseminmleisuremtime
C) themincreaseminmtechnologicalmadvancements
D) themsharpmdeclineminmthemworld'smpopulation
themincreaseminmtechnologicalmadvancement
sm "
8. Them""multipliermeffect""mismmeasuredmby:
A) totalingmgrossmprofitsminmamhospitalitymbusinessmformamgivenmtimemperiodm(day,mweek,mmonth,mormyear
)mandmdividingmbymxm(themmultiplier).
B) addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfigur
embymxm(themmultiplier).
C) analyzingmthemtaxmreturnsmofmallmhospitalitymbusinessesminmamgivenmgeographicmareamtomarrivema
tmthemAveragemProfitmMarginm(themmultiplier).
D) themgovernmentmeachmyearmformeachmbusinessmormindustrymcategory.m"
addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfiguremb
ymxm(themmultiplier).
"
9. Peoplemwhomareminterestedminmseeingmthemmostmthingsmformthemleastmamountmofmmoneymwhilemonmvac
ationmbelongmtomthem groupmofmtravelers.
A) quality
B) sunmandmsurf
C) greatmexpectations
D) pricemandmsightsm"
pricemandmsight
sm "
10. Whatmproblemmmightmamcommunitymexperiencemduemtomincreasedmnumbersmofmpeoplemtravelingmto
mthemarea?
A) Themcostmofmlivingmmightmincreasemformresidents.
B) Hotels,mshoppingmmalls,mandmothermbusinessesmbuiltmformtouristsmcanmchangemthemcharactermo
fmthemcommunity.
C) Crimemmaymincrease.
D) Allmofmthemabovemaremproblemsmthatmmightmbemexperienced.m"
Allmofmthemabovemaremproblemsmthatmmightmbemexperienc
ed.m"
, 11. "Responsiblemtravelmtomnaturalmareasmthatmconservesmthemenvironmentmandmimprovesmthemwell-
beingmofmlocalmpeople"mismcalled:
A) ecotourism.
B) culturalmtravel.
C) benignmtravel.
D) "green"mtourism.m"
ecotourism.
m"
9. Addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfigure
mbymamfactorm(x)mtomarrivematmthemamountmofmadditionalmincomemthatmismgeneratedmbymthesemexpenditu
resmismamwaymofmmeasuringmthe:
A) WTOmfactor.
B) psychographicminfluencesmwithinmthemtravelmandmtourismmindustry.
C) multipliermeffect.
D) interrelationshipsmwithinmthemtravelmandmtourismmindustry.m"
multipliermeffect
.m"
10. Peoplemwhomplacemamhighmvaluemonmservice,mlookmformfirst-
classmaccommodations,mandmwantmtombempamperedmandmtakenmcaremofmwhilemonmvacationmbelon
gmtomthem groupmofmtravelers.
A) quality
B) pricemandmsights
C) greatmexpectations
D) sunmandmsurfm"
quality
m"
7. Them""multipliermeffect""mtriesmtommeasuremthe:
A) additionalmincomemgeneratedmwithinmamgeographicmareambecausemofmthemmoneymspentmtherembymtrave
lers.
B) amountmofmtourismmdevelopmentmwithinmamspecificmregion.
C) moneymspentmbymhospitalitymbusinessesmwithinmamgeographicmareamtomattractmtravelersmtomthatmarea.
D) socialmimpactmofmtravel.m"
additionalmincomemgeneratedmwithinmamgeographicmareambecausemofmthemmoneymspentmtherembymtrave
lers.m"
9. Themthreemmostmimportantmfactorsmthatmdeterminemthemamountmofmmoneympeoplemaremwillingmtomspe
ndmonmtravelmare:
A) emotionalmstability,mleisuremtime,mandmdisposablemincome.
B) themnationalmeconomicmpicture,mwillingnessmtomtakemrisks,mandmsocialmskills.
C) employment,mdisposablemincome,mandmhouseholdmwealth.
D) familymsize,mmakeup,mandmwealth.m"
m m m m m
UTION 2023/24 EDITION ALL LATED & GU
m m m m m m
ARANTEED GRADE A+ m m
1. Whomismthembestmjudgemofmservicemquality?
A) staffmmembers
B) managers
C) themownermofmthemservicembusiness
D) thempersonmreceivingmthemservicem"
thempersonmreceivingmthemservic
em"
2. WhichmofmthemfollowingmismthemBESTmdefinitionmofmgoodmservice?
A) workmdonemformothers
B) meetingmcustomers'mneedsminmthemwaymthatmtheymwantmandmexpect
C) matchingmemployees'mservicemexpectationsmwithmthemorganization'smservicemgoals
D) workmthatmmeetsmthemorganization'smservicemstandardsm"
meetingmcustomers'mneedsminmthemwaymthatmtheymwantmandmexp
ectm"
3. Whenmamcruisemlinemsendsmoutmdirectmmailmthatmadvertisesmspecialmlowmratesmformoff-
seasonmbookings,mitmismattemptingmto:
A) followmamchased-customermstrategy.
B) followmamfull-marketmstrategy.
C) managemdemand.
D) managemsupply.m"
managemdemand
.m"
4. Themmostmcommonmmethodmusedmtominfluencemdemandminmthemhotelmindustrymism .
A) price
B) advertising
C) availability
D) marketingm"
price
m"
5. Disney'smfourmbasicmservicemprioritiesmare:
A) safety,mcourtesy,mshow,mandmefficiency.
B) fun,mfamily,mfood,mandmfanfare.
,C) enjoyment,msecurity,mvision,mandmrepeatmguests.
D) respond,mfocus,mgratify,mandmserve.m"
safety,mcourtesy,mshow,mandmefficienc
y.m"
6. Whymdomthemmanagersmofmamhotelmdividemthem""market""—
thatmis,mthempeoplemwhomareminterestedminmstayingminmamhotel—
mintomsegments,mandmonlymactivelymgomaftermcertainmsegments?
A) Theremaremtaxmadvantagesmtomdividingmthemmarketmintomsegments.
B) Themmanagersmknowmthatmtheirmhotelmcan'tmappealmtomeveryone.
C) Mostmmanagersmaremnotmgoodmmarketers.
D) Managersmcan'tmcreatem""momentsmofmtruth""muntilmtheymdividemthemmarketmintomsegments.m"
Themmanagersmknowmthatmtheirmhotelmcan'tmappealmtomeveryo
ne.m"
2. WhichmofmthemfollowingmstatementsmaboutmservicemismTRUE?
A) Ifmmanagersmthinkmtheymaremprovidingmgoodmservice,mtheymcanmassumemthatmtheirmcustomersmthinkmso,
mtoo.
B) Fulfillingmthemexpectationsmofmemployees,mnotmcustomers,mismmostmimportantminmservicemencounters.
C) Pricemusuallymplaysmanmimportantmpartminmhowmservicemismevaluated.
D) Servicememployeesmcanmbemlookedmuponmasm""magicians""mwhomconvincemcustomersmthey'remget
tingmgoodmservicemevenmwhenmitmismbelowmstandards.m"
Pricemusuallymplaysmanmimportantmpartminmhowmservicemismevaluat
ed.m"
3. ""Whenmdemandmismlow,mproductionmcapacitymismwastedmbecausemtheremismanmoversupplymofmworker
smtomservemthemcustomers;mwhenmdemandmismhighermthanmproductionmcapacity,mtheremaremmoremguests
mthanmthemworkersmormthembuildingmcanmservemandmbusinessmismlost.""mThismdescribesma(n)m
business.
A) limited-service
B) chased-demand
C) capacity-constrained
D) intangibles-orientedm"
capacity-
constrainedm"
4. Whichmofmthemfollowingmismanmexamplemofmanmactivitymormstrategymdesignedmtommanagemdemand?
A) happymhours
B) early-birdmspecials
C) bothmofmthemabove
D) nonemofmthemabovem"
happymhoursm&mearly-
birdmspecialsm"
5. Amtypicalmhotelmormrestaurantmtargetsmamlimitedmnumbermofmmarketmsegmentsmbecause:
A) managementmismusuallymnotmaggressivemenoughmtomgomaftermallmpossiblemsegments.
B) ownersmdomnotmlikemtomtakemthemrisksminvolvedminmgoingmaftermallmpossiblemsegments.
,C) formaccountingmpurposes,mitmismeasiermtomonlymgomaftermamfewmgroupsmofmcustomers.
D) itmismimpossiblemtomappealmtomeveryone.m"
itmismimpossiblemtomappealmtomeveryon
e.m"
7. Whichmofmthemfollowingmismamtrendmthatmismaffectingmthemtravelmandmtourismmindustry?
A) themincreaseminmthemimportancemofmseasonalityminmtravel
B) themdecreaseminmleisuremtime
C) themincreaseminmtechnologicalmadvancements
D) themsharpmdeclineminmthemworld'smpopulation
themincreaseminmtechnologicalmadvancement
sm "
8. Them""multipliermeffect""mismmeasuredmby:
A) totalingmgrossmprofitsminmamhospitalitymbusinessmformamgivenmtimemperiodm(day,mweek,mmonth,mormyear
)mandmdividingmbymxm(themmultiplier).
B) addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfigur
embymxm(themmultiplier).
C) analyzingmthemtaxmreturnsmofmallmhospitalitymbusinessesminmamgivenmgeographicmareamtomarrivema
tmthemAveragemProfitmMarginm(themmultiplier).
D) themgovernmentmeachmyearmformeachmbusinessmormindustrymcategory.m"
addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfiguremb
ymxm(themmultiplier).
"
9. Peoplemwhomareminterestedminmseeingmthemmostmthingsmformthemleastmamountmofmmoneymwhilemonmvac
ationmbelongmtomthem groupmofmtravelers.
A) quality
B) sunmandmsurf
C) greatmexpectations
D) pricemandmsightsm"
pricemandmsight
sm "
10. Whatmproblemmmightmamcommunitymexperiencemduemtomincreasedmnumbersmofmpeoplemtravelingmto
mthemarea?
A) Themcostmofmlivingmmightmincreasemformresidents.
B) Hotels,mshoppingmmalls,mandmothermbusinessesmbuiltmformtouristsmcanmchangemthemcharactermo
fmthemcommunity.
C) Crimemmaymincrease.
D) Allmofmthemabovemaremproblemsmthatmmightmbemexperienced.m"
Allmofmthemabovemaremproblemsmthatmmightmbemexperienc
ed.m"
, 11. "Responsiblemtravelmtomnaturalmareasmthatmconservesmthemenvironmentmandmimprovesmthemwell-
beingmofmlocalmpeople"mismcalled:
A) ecotourism.
B) culturalmtravel.
C) benignmtravel.
D) "green"mtourism.m"
ecotourism.
m"
9. Addingmupmallmthemexpendituresmofmtravelersminmamgivenmgeographicmareamandmmultiplyingmthatmfigure
mbymamfactorm(x)mtomarrivematmthemamountmofmadditionalmincomemthatmismgeneratedmbymthesemexpenditu
resmismamwaymofmmeasuringmthe:
A) WTOmfactor.
B) psychographicminfluencesmwithinmthemtravelmandmtourismmindustry.
C) multipliermeffect.
D) interrelationshipsmwithinmthemtravelmandmtourismmindustry.m"
multipliermeffect
.m"
10. Peoplemwhomplacemamhighmvaluemonmservice,mlookmformfirst-
classmaccommodations,mandmwantmtombempamperedmandmtakenmcaremofmwhilemonmvacationmbelon
gmtomthem groupmofmtravelers.
A) quality
B) pricemandmsights
C) greatmexpectations
D) sunmandmsurfm"
quality
m"
7. Them""multipliermeffect""mtriesmtommeasuremthe:
A) additionalmincomemgeneratedmwithinmamgeographicmareambecausemofmthemmoneymspentmtherembymtrave
lers.
B) amountmofmtourismmdevelopmentmwithinmamspecificmregion.
C) moneymspentmbymhospitalitymbusinessesmwithinmamgeographicmareamtomattractmtravelersmtomthatmarea.
D) socialmimpactmofmtravel.m"
additionalmincomemgeneratedmwithinmamgeographicmareambecausemofmthemmoneymspentmtherembymtrave
lers.m"
9. Themthreemmostmimportantmfactorsmthatmdeterminemthemamountmofmmoneympeoplemaremwillingmtomspe
ndmonmtravelmare:
A) emotionalmstability,mleisuremtime,mandmdisposablemincome.
B) themnationalmeconomicmpicture,mwillingnessmtomtakemrisks,mandmsocialmskills.
C) employment,mdisposablemincome,mandmhouseholdmwealth.
D) familymsize,mmakeup,mandmwealth.m"
