TEST BANK
INTRODUCTION TO HOSPITALITY
9TH EDITION
CHAPTER NO. 01: INTRODUCING HOSPITALITY
1) The word hospitality comes from
A) hospital.
B) inns and taverns.
C) hospice.
D) All of the above.
Answer: C
2) Since its introduction, the pineapple has been internationally recognized as
A) non-nutritional.
B) a widely used vegetable in the southwest.
C) a symbol of hospitality.
D) a symbol of danger.
Answer: C
3) Key to being successful in the hospitality industry is
A) being service-oriented.
B) waiting tables.
C) knowing how to cook.
D) bartending skills.
Answer: A
4) Intangible means
A) something the guest uses but does not possess.
B) assets of the business.
C) a souvenir purchased as a gift.
D) physical property.
Answer: A
5) In the hospitality industry, the concept of perishability means
A) spoiled food that must be discarded.
B) an unsold airline seat, hotel room, or empty restaurant table.
C) it cannot be measured.
D) it is intangible.
Answer: B
6) Inseparability refers to
,A) the fact that production and consumption occur independently.
B) hospitality products being inherently heterogeneous.
C) the fact that production and consumption occur simultaneously.
D) hospitality products are tangible.
Answer: C
7) Each of the following is a characteristic of the Hospitality Industry except
A) characterized by shift work.
B) the service product and the guest are separate.
C) no such thing as business hours.
D) product is intangible and perishable.
Answer: B
8) Mention of hospitality is found in writing dating back to
A) Medieval times.
B) the Sumerians.
C) Ancient Greece and Rom.
D) the Silk Road.
Answer: B
9) Anyone who receives or benefits from the output of someone's work is a(n)
A) internal guest.
B) employee.
C) vendor.
D) guest.
Answer: A
10) Internal customers are
A) the employees.
B) restaurant dining room customers.
C) loyal customers who return often.
D) hotel guests.
Answer: A
11) Quality guest service requires that we
A) increase service advertising.
B) prioritize our profit motive.
C) focus on food quality.
D) understand our guests' needs.
Answer: D
12) Associate empowerment leads to
A) increased guest satisfaction.
,B) increased productivity.
C) the Ritz-Carlton associates spending up to $2,000 to make a guest completely happy.
D) All of the above.
Answer: D
13) Empowerment is
A) delegated to management only.
B) a process that eliminates the need for management.
C) allowing all employees to make any decision they want.
D) a feeling of partnership in which employees feel responsible for their jobs and have a stake in
the organization's success.
Answer: D
14) The central focus in hospitality is
A) guest service.
B) attitude.
C) communication.
D) provide a big profit.
Answer: A
15) Corporate philosophy
A) embraces the values of the organization.
B) embraces the values of guests including ethics and equality.
C) embraces the values of the associates including ethics, morals, fairness, and equality.
D) Both A and C.
Answer: A
16) Recruiters are looking for
A) creativity.
B) well-rounded candidates.
C) honesty.
D) service-oriented people.
Answer: D
17) The concept of protecting the natural resources of the planet while achieving corporate
profitability is known as
A) perishability.
B) operational values.
C) sustainability.
D) productivity.
Answer: C
18) In the United States, which tavern was the Revolutionary Headquarters of General George
, Washington?
A) Coles Ordinary
B) Fraunces
C) Krieger's
D) Both A and C
Answer: B
19) Who is regarded as the father of the modern restaurant?
A) Pot au Feu
B) Thomas Jefferson
C) August Escoffier
D) M. Boulanger
Answer: D
20) In the hospitality industry, the reason we are in business is
A) to make a return on investment.
B) for society.
C) for non-consumers.
D) Both A and C.
Answer: A
21) What is the reason for success in the hospitality industry?
A) Handling guest complaints
B) Being of assistance to all guests
C) Service, service, service
D) Both A and C
Answer: C
22) Pineapples are
A) displayed on bedroom doors.
B) an exotic fruit reserved for hospitality students.
C) a symbol of hospitality.
D) Both A and C
Answer: D
23) The heart of the house is
A) the front desk.
B) the concierge.
C) the doorman.
D) behind the scenes.
Answer: D
INTRODUCTION TO HOSPITALITY
9TH EDITION
CHAPTER NO. 01: INTRODUCING HOSPITALITY
1) The word hospitality comes from
A) hospital.
B) inns and taverns.
C) hospice.
D) All of the above.
Answer: C
2) Since its introduction, the pineapple has been internationally recognized as
A) non-nutritional.
B) a widely used vegetable in the southwest.
C) a symbol of hospitality.
D) a symbol of danger.
Answer: C
3) Key to being successful in the hospitality industry is
A) being service-oriented.
B) waiting tables.
C) knowing how to cook.
D) bartending skills.
Answer: A
4) Intangible means
A) something the guest uses but does not possess.
B) assets of the business.
C) a souvenir purchased as a gift.
D) physical property.
Answer: A
5) In the hospitality industry, the concept of perishability means
A) spoiled food that must be discarded.
B) an unsold airline seat, hotel room, or empty restaurant table.
C) it cannot be measured.
D) it is intangible.
Answer: B
6) Inseparability refers to
,A) the fact that production and consumption occur independently.
B) hospitality products being inherently heterogeneous.
C) the fact that production and consumption occur simultaneously.
D) hospitality products are tangible.
Answer: C
7) Each of the following is a characteristic of the Hospitality Industry except
A) characterized by shift work.
B) the service product and the guest are separate.
C) no such thing as business hours.
D) product is intangible and perishable.
Answer: B
8) Mention of hospitality is found in writing dating back to
A) Medieval times.
B) the Sumerians.
C) Ancient Greece and Rom.
D) the Silk Road.
Answer: B
9) Anyone who receives or benefits from the output of someone's work is a(n)
A) internal guest.
B) employee.
C) vendor.
D) guest.
Answer: A
10) Internal customers are
A) the employees.
B) restaurant dining room customers.
C) loyal customers who return often.
D) hotel guests.
Answer: A
11) Quality guest service requires that we
A) increase service advertising.
B) prioritize our profit motive.
C) focus on food quality.
D) understand our guests' needs.
Answer: D
12) Associate empowerment leads to
A) increased guest satisfaction.
,B) increased productivity.
C) the Ritz-Carlton associates spending up to $2,000 to make a guest completely happy.
D) All of the above.
Answer: D
13) Empowerment is
A) delegated to management only.
B) a process that eliminates the need for management.
C) allowing all employees to make any decision they want.
D) a feeling of partnership in which employees feel responsible for their jobs and have a stake in
the organization's success.
Answer: D
14) The central focus in hospitality is
A) guest service.
B) attitude.
C) communication.
D) provide a big profit.
Answer: A
15) Corporate philosophy
A) embraces the values of the organization.
B) embraces the values of guests including ethics and equality.
C) embraces the values of the associates including ethics, morals, fairness, and equality.
D) Both A and C.
Answer: A
16) Recruiters are looking for
A) creativity.
B) well-rounded candidates.
C) honesty.
D) service-oriented people.
Answer: D
17) The concept of protecting the natural resources of the planet while achieving corporate
profitability is known as
A) perishability.
B) operational values.
C) sustainability.
D) productivity.
Answer: C
18) In the United States, which tavern was the Revolutionary Headquarters of General George
, Washington?
A) Coles Ordinary
B) Fraunces
C) Krieger's
D) Both A and C
Answer: B
19) Who is regarded as the father of the modern restaurant?
A) Pot au Feu
B) Thomas Jefferson
C) August Escoffier
D) M. Boulanger
Answer: D
20) In the hospitality industry, the reason we are in business is
A) to make a return on investment.
B) for society.
C) for non-consumers.
D) Both A and C.
Answer: A
21) What is the reason for success in the hospitality industry?
A) Handling guest complaints
B) Being of assistance to all guests
C) Service, service, service
D) Both A and C
Answer: C
22) Pineapples are
A) displayed on bedroom doors.
B) an exotic fruit reserved for hospitality students.
C) a symbol of hospitality.
D) Both A and C
Answer: D
23) The heart of the house is
A) the front desk.
B) the concierge.
C) the doorman.
D) behind the scenes.
Answer: D
