Final test Introduction hospitality ALL SOLU
g g g g g
TION 2023/24 EDITION ALL LATED & GUAR
g g g g g g
ANTEED GRADE A+ g g
1. Whogisgthegbestgjudgegofgservicegquality?
A) staffgmembers
B) managers
C) thegownergofgthegservicegbusiness
D) thegpersongreceivinggthegserviceg"
thegpersongreceivinggthegserviceg
"
2. WhichgofgthegfollowinggisgthegBESTgdefinitiongofggoodgservice?
A) workgdonegforgothers
B) meetinggcustomers'gneedsgingthegwaygthatgtheygwantgandgexpect
C) matchinggemployees'gservicegexpectationsgwithgthegorganization'sgserviceggoals
D) workgthatgmeetsgthegorganization'sgservicegstandardsg"
meetinggcustomers'gneedsgingthegwaygthatgtheygwantgandgexpectg
"
3. Whengagcruiseglinegsendsgoutgdirectgmailgthatgadvertisesgspecialglowgratesgforgoff-
seasongbookings,gitgisgattemptinggto:
A) followgagchased-customergstrategy.
B) followgagfull-marketgstrategy.
C) managegdemand.
D) managegsupply.g"
managegdemand.
g"
4. Thegmostgcommongmethodgusedgtoginfluencegdemandgingtheghotelgindustrygisg .
A) price
B) advertising
C) availability
D) marketingg"
price
g"
5. Disney'sgfourgbasicgservicegprioritiesgare:
A) safety,gcourtesy,gshow,gandgefficiency.
B) fun,gfamily,gfood,gandgfanfare.
,C) enjoyment,gsecurity,gvision,gandgrepeatgguests.
D) respond,gfocus,ggratify,gandgserve.g"
safety,gcourtesy,gshow,gandgefficiency.g
"
6. Whygdogthegmanagersgofgaghotelgdividegtheg""market""—
thatgis,gthegpeoplegwhogareginterestedgingstayinggingaghotel—
gintogsegments,gandgonlygactivelyggogaftergcertaingsegments?
A) Theregaregtaxgadvantagesgtogdividinggthegmarketgintogsegments.
B) Thegmanagersgknowgthatgtheirghotelgcan'tgappealgtogeveryone.
C) Mostgmanagersgaregnotggoodgmarketers.
D) Managersgcan'tgcreateg""momentsgofgtruth""guntilgtheygdividegthegmarketgintogsegments.g"
Thegmanagersgknowgthatgtheirghotelgcan'tgappealgtogeveryone.g
"
2. WhichgofgthegfollowinggstatementsgaboutgservicegisgTRUE?
A) Ifgmanagersgthinkgtheygaregprovidingggoodgservice,gtheygcangassumegthatgtheirgcustomersgthinkgso,gtoo.
B) Fulfillinggthegexpectationsgofgemployees,gnotgcustomers,gisgmostgimportantgingservicegencounters.
C) Pricegusuallygplaysgangimportantgpartginghowgservicegisgevaluated.
D) Servicegemployeesgcangbeglookedgupongasg""magicians""gwhogconvincegcustomersgthey'reggettingg
goodgservicegevengwhengitgisgbelowgstandards.g"
Pricegusuallygplaysgangimportantgpartginghowgservicegisgevaluated.g
"
3. ""Whengdemandgisglow,gproductiongcapacitygisgwastedgbecausegtheregisgangoversupplygofgworkersgtogs
ervegthegcustomers;gwhengdemandgisghighergthangproductiongcapacity,gtheregaregmoregguestsgthangtheg
workersgorgthegbuildinggcangservegandgbusinessgisglost.""gThisgdescribesga(n)g business.
A) limited-service
B) chased-demand
C) capacity-constrained
D) intangibles-orientedg"
capacity-
constrainedg"
4. Whichgofgthegfollowinggisgangexamplegofgangactivitygorgstrategygdesignedgtogmanagegdemand?
A) happyghours
B) early-birdgspecials
C) bothgofgthegabove
D) nonegofgthegaboveg"
happyghoursg&gearly-
birdgspecialsg"
5. Agtypicalghotelgorgrestaurantgtargetsgaglimitedgnumbergofgmarketgsegmentsgbecause:
A) managementgisgusuallygnotgaggressivegenoughgtoggogaftergallgpossiblegsegments.
B) ownersgdognotglikegtogtakegthegrisksginvolvedginggoinggaftergallgpossiblegsegments.
,C) forgaccountinggpurposes,gitgisgeasiergtogonlyggogaftergagfewggroupsgofgcustomers.
D) itgisgimpossiblegtogappealgtogeveryone.g"
itgisgimpossiblegtogappealgtogeveryone.g
"
7. Whichgofgthegfollowinggisgagtrendgthatgisgaffectinggthegtravelgandgtourismgindustry?
A) thegincreasegingthegimportancegofgseasonalitygingtravel
B) thegdecreasegingleisuregtime
C) thegincreasegingtechnologicalgadvancements
D) thegsharpgdeclinegingthegworld'sgpopulation
thegincreasegingtechnologicalgadvancementsg
"
8. Theg""multipliergeffect""gisgmeasuredgby:
A) totalingggrossgprofitsgingaghospitalitygbusinessgforgaggivengtimegperiodg(day,gweek,gmonth,gorgyear)gandg
dividinggbygxg(thegmultiplier).
B) addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygxg
(thegmultiplier).
C) analyzinggthegtaxgreturnsgofgallghospitalitygbusinessesgingaggivenggeographicgareagtogarrivegatgtheg
AveragegProfitgMarging(thegmultiplier).
D) theggovernmentgeachgyeargforgeachgbusinessgorgindustrygcategory.g"
addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygxg(th
egmultiplier).
"
9. Peoplegwhogareginterestedgingseeinggthegmostgthingsgforgthegleastgamountgofgmoneygwhilegongvacationg
belonggtogtheg groupgofgtravelers.
A) quality
B) sungandgsurf
C) greatgexpectations
D) pricegandgsightsg"
pricegandgsightsg
"
10. Whatgproblemgmightgagcommunitygexperiencegduegtogincreasedgnumbersgofgpeoplegtravelinggtogtheg
area?
A) Thegcostgofglivinggmightgincreasegforgresidents.
B) Hotels,gshoppinggmalls,gandgothergbusinessesgbuiltgforgtouristsgcangchangegthegcharactergofgtheg
community.
C) Crimegmaygincrease.
D) Allgofgthegabovegaregproblemsgthatgmightgbegexperienced.g"
Allgofgthegabovegaregproblemsgthatgmightgbegexperienced.g
"
, 11. "Responsiblegtravelgtognaturalgareasgthatgconservesgthegenvironmentgandgimprovesgthegwell-
beinggofglocalgpeople"gisgcalled:
A) ecotourism.
B) culturalgtravel.
C) benigngtravel.
D) "green"gtourism.g"
ecotourism.
g"
9. Addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygag
factorg(x)gtogarrivegatgthegamountgofgadditionalgincomegthatgisggeneratedgbygthesegexpendituresgisgagwayg
ofgmeasuringgthe:
A) WTOgfactor.
B) psychographicginfluencesgwithingthegtravelgandgtourismgindustry.
C) multipliergeffect.
D) interrelationshipsgwithingthegtravelgandgtourismgindustry.g"
multipliergeffect.
g"
10. Peoplegwhogplacegaghighgvaluegongservice,glookgforgfirst-
classgaccommodations,gandgwantgtogbegpamperedgandgtakengcaregofgwhilegongvacationgbelonggtogt
heg groupgofgtravelers.
A) quality
B) pricegandgsights
C) greatgexpectations
D) sungandgsurfg"
quality
g"
7. Theg""multipliergeffect""gtriesgtogmeasuregthe:
A) additionalgincomeggeneratedgwithingaggeographicgareagbecausegofgthegmoneygspentgtheregbygtravelers.
B) amountgofgtourismgdevelopmentgwithingagspecificgregion.
C) moneygspentgbyghospitalitygbusinessesgwithingaggeographicgareagtogattractgtravelersgtogthatgarea.
D) socialgimpactgofgtravel.g"
additionalgincomeggeneratedgwithingaggeographicgareagbecausegofgthegmoneygspentgtheregbygtravelers.g
"
9. Thegthreegmostgimportantgfactorsgthatgdeterminegthegamountgofgmoneygpeoplegaregwillinggtogspendgong
travelgare:
A) emotionalgstability,gleisuregtime,gandgdisposablegincome.
B) thegnationalgeconomicgpicture,gwillingnessgtogtakegrisks,gandgsocialgskills.
C) employment,gdisposablegincome,gandghouseholdgwealth.
D) familygsize,gmakeup,gandgwealth.g"
g g g g g
TION 2023/24 EDITION ALL LATED & GUAR
g g g g g g
ANTEED GRADE A+ g g
1. Whogisgthegbestgjudgegofgservicegquality?
A) staffgmembers
B) managers
C) thegownergofgthegservicegbusiness
D) thegpersongreceivinggthegserviceg"
thegpersongreceivinggthegserviceg
"
2. WhichgofgthegfollowinggisgthegBESTgdefinitiongofggoodgservice?
A) workgdonegforgothers
B) meetinggcustomers'gneedsgingthegwaygthatgtheygwantgandgexpect
C) matchinggemployees'gservicegexpectationsgwithgthegorganization'sgserviceggoals
D) workgthatgmeetsgthegorganization'sgservicegstandardsg"
meetinggcustomers'gneedsgingthegwaygthatgtheygwantgandgexpectg
"
3. Whengagcruiseglinegsendsgoutgdirectgmailgthatgadvertisesgspecialglowgratesgforgoff-
seasongbookings,gitgisgattemptinggto:
A) followgagchased-customergstrategy.
B) followgagfull-marketgstrategy.
C) managegdemand.
D) managegsupply.g"
managegdemand.
g"
4. Thegmostgcommongmethodgusedgtoginfluencegdemandgingtheghotelgindustrygisg .
A) price
B) advertising
C) availability
D) marketingg"
price
g"
5. Disney'sgfourgbasicgservicegprioritiesgare:
A) safety,gcourtesy,gshow,gandgefficiency.
B) fun,gfamily,gfood,gandgfanfare.
,C) enjoyment,gsecurity,gvision,gandgrepeatgguests.
D) respond,gfocus,ggratify,gandgserve.g"
safety,gcourtesy,gshow,gandgefficiency.g
"
6. Whygdogthegmanagersgofgaghotelgdividegtheg""market""—
thatgis,gthegpeoplegwhogareginterestedgingstayinggingaghotel—
gintogsegments,gandgonlygactivelyggogaftergcertaingsegments?
A) Theregaregtaxgadvantagesgtogdividinggthegmarketgintogsegments.
B) Thegmanagersgknowgthatgtheirghotelgcan'tgappealgtogeveryone.
C) Mostgmanagersgaregnotggoodgmarketers.
D) Managersgcan'tgcreateg""momentsgofgtruth""guntilgtheygdividegthegmarketgintogsegments.g"
Thegmanagersgknowgthatgtheirghotelgcan'tgappealgtogeveryone.g
"
2. WhichgofgthegfollowinggstatementsgaboutgservicegisgTRUE?
A) Ifgmanagersgthinkgtheygaregprovidingggoodgservice,gtheygcangassumegthatgtheirgcustomersgthinkgso,gtoo.
B) Fulfillinggthegexpectationsgofgemployees,gnotgcustomers,gisgmostgimportantgingservicegencounters.
C) Pricegusuallygplaysgangimportantgpartginghowgservicegisgevaluated.
D) Servicegemployeesgcangbeglookedgupongasg""magicians""gwhogconvincegcustomersgthey'reggettingg
goodgservicegevengwhengitgisgbelowgstandards.g"
Pricegusuallygplaysgangimportantgpartginghowgservicegisgevaluated.g
"
3. ""Whengdemandgisglow,gproductiongcapacitygisgwastedgbecausegtheregisgangoversupplygofgworkersgtogs
ervegthegcustomers;gwhengdemandgisghighergthangproductiongcapacity,gtheregaregmoregguestsgthangtheg
workersgorgthegbuildinggcangservegandgbusinessgisglost.""gThisgdescribesga(n)g business.
A) limited-service
B) chased-demand
C) capacity-constrained
D) intangibles-orientedg"
capacity-
constrainedg"
4. Whichgofgthegfollowinggisgangexamplegofgangactivitygorgstrategygdesignedgtogmanagegdemand?
A) happyghours
B) early-birdgspecials
C) bothgofgthegabove
D) nonegofgthegaboveg"
happyghoursg&gearly-
birdgspecialsg"
5. Agtypicalghotelgorgrestaurantgtargetsgaglimitedgnumbergofgmarketgsegmentsgbecause:
A) managementgisgusuallygnotgaggressivegenoughgtoggogaftergallgpossiblegsegments.
B) ownersgdognotglikegtogtakegthegrisksginvolvedginggoinggaftergallgpossiblegsegments.
,C) forgaccountinggpurposes,gitgisgeasiergtogonlyggogaftergagfewggroupsgofgcustomers.
D) itgisgimpossiblegtogappealgtogeveryone.g"
itgisgimpossiblegtogappealgtogeveryone.g
"
7. Whichgofgthegfollowinggisgagtrendgthatgisgaffectinggthegtravelgandgtourismgindustry?
A) thegincreasegingthegimportancegofgseasonalitygingtravel
B) thegdecreasegingleisuregtime
C) thegincreasegingtechnologicalgadvancements
D) thegsharpgdeclinegingthegworld'sgpopulation
thegincreasegingtechnologicalgadvancementsg
"
8. Theg""multipliergeffect""gisgmeasuredgby:
A) totalingggrossgprofitsgingaghospitalitygbusinessgforgaggivengtimegperiodg(day,gweek,gmonth,gorgyear)gandg
dividinggbygxg(thegmultiplier).
B) addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygxg
(thegmultiplier).
C) analyzinggthegtaxgreturnsgofgallghospitalitygbusinessesgingaggivenggeographicgareagtogarrivegatgtheg
AveragegProfitgMarging(thegmultiplier).
D) theggovernmentgeachgyeargforgeachgbusinessgorgindustrygcategory.g"
addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygxg(th
egmultiplier).
"
9. Peoplegwhogareginterestedgingseeinggthegmostgthingsgforgthegleastgamountgofgmoneygwhilegongvacationg
belonggtogtheg groupgofgtravelers.
A) quality
B) sungandgsurf
C) greatgexpectations
D) pricegandgsightsg"
pricegandgsightsg
"
10. Whatgproblemgmightgagcommunitygexperiencegduegtogincreasedgnumbersgofgpeoplegtravelinggtogtheg
area?
A) Thegcostgofglivinggmightgincreasegforgresidents.
B) Hotels,gshoppinggmalls,gandgothergbusinessesgbuiltgforgtouristsgcangchangegthegcharactergofgtheg
community.
C) Crimegmaygincrease.
D) Allgofgthegabovegaregproblemsgthatgmightgbegexperienced.g"
Allgofgthegabovegaregproblemsgthatgmightgbegexperienced.g
"
, 11. "Responsiblegtravelgtognaturalgareasgthatgconservesgthegenvironmentgandgimprovesgthegwell-
beinggofglocalgpeople"gisgcalled:
A) ecotourism.
B) culturalgtravel.
C) benigngtravel.
D) "green"gtourism.g"
ecotourism.
g"
9. Addinggupgallgthegexpendituresgofgtravelersgingaggivenggeographicgareagandgmultiplyinggthatgfiguregbygag
factorg(x)gtogarrivegatgthegamountgofgadditionalgincomegthatgisggeneratedgbygthesegexpendituresgisgagwayg
ofgmeasuringgthe:
A) WTOgfactor.
B) psychographicginfluencesgwithingthegtravelgandgtourismgindustry.
C) multipliergeffect.
D) interrelationshipsgwithingthegtravelgandgtourismgindustry.g"
multipliergeffect.
g"
10. Peoplegwhogplacegaghighgvaluegongservice,glookgforgfirst-
classgaccommodations,gandgwantgtogbegpamperedgandgtakengcaregofgwhilegongvacationgbelonggtogt
heg groupgofgtravelers.
A) quality
B) pricegandgsights
C) greatgexpectations
D) sungandgsurfg"
quality
g"
7. Theg""multipliergeffect""gtriesgtogmeasuregthe:
A) additionalgincomeggeneratedgwithingaggeographicgareagbecausegofgthegmoneygspentgtheregbygtravelers.
B) amountgofgtourismgdevelopmentgwithingagspecificgregion.
C) moneygspentgbyghospitalitygbusinessesgwithingaggeographicgareagtogattractgtravelersgtogthatgarea.
D) socialgimpactgofgtravel.g"
additionalgincomeggeneratedgwithingaggeographicgareagbecausegofgthegmoneygspentgtheregbygtravelers.g
"
9. Thegthreegmostgimportantgfactorsgthatgdeterminegthegamountgofgmoneygpeoplegaregwillinggtogspendgong
travelgare:
A) emotionalgstability,gleisuregtime,gandgdisposablegincome.
B) thegnationalgeconomicgpicture,gwillingnessgtogtakegrisks,gandgsocialgskills.
C) employment,gdisposablegincome,gandghouseholdgwealth.
D) familygsize,gmakeup,gandgwealth.g"
