HOSPITALITY AND TOURISM FINAL EXAM SOLVED AND
APPROVED #9
Hospitality - correct answer meeting the needs of guests with kindness and goodwill
Hospitality industry - correct answer all businesses that provide services to people far
away from home
Brand - correct answer a name, logo, tagline, or any combination of these that
distinguishes a product from its competitors
Chain - correct answer a business that has more than one location under the same
name and same ownership
Franchise - correct answer the right to do business using the brand and products of
another business
It generates more than $1 trillion each year. - correct answer why is the hospitality
industry important to the economy?
Business and leisure - correct answer what are two main reasons why people travel?
Business travel - correct answer travel that people do as part of their jobs
Leisure travel - correct answer travel done for rest and relaxation
It includes many businesses that are different from each other, and customers and
employees are diverse. - correct answer why is the hospitality industry diverse?
Food and beverage, lodging, recreation, travel and tourism - correct answer what are
the 4 segments of the hospitality industry?
Food and beverage industry - correct answer businesses that prepare food for
customers
Lodging industry - correct answer businesses that provide overnight accomodations
Recreation industry - correct answer businesses that provide activities for rest,
relaxation, and enjoyment
Travel and tourism industry - correct answer businesses that move people from one
place to another
Businesses that organize and promote travel and vacations
Word-of-mouth publicity - correct answer informal conversation people have about their
experiences with a business
, Consistent quality service - correct answer providing the same good service and
products to customers each and every time they come to a business
Customer service - correct answer total customer experience with a business
Critical moment - correct answer time when the customer's experience makes a bigger
impact on customer satisfaction than at other times
Customer-focused employee - correct answer employee who can anticipate customer
needs
No customers=no business - correct answer why are customers important to a
hospitality business?
Front-of-the-house employee - correct answer employees whose main function is to
interact with customers (ex: waitress)
Back-of-the-house employee - correct answer employee whose work rarely involves
interacting with customers (ex: steward)
1. Make immediate eye-contact.
2. Have good posture.
3. Smile warmly.
4. Respond quickly to requests.
5. Use the customer's name.
6. Be well-groomed and clean. - correct answer what are six characteristics of a
customer-focused employee?
The image of a hospitality business comes from the impression made by its staff. -
correct answer why is it important for employees to be well-groomed and clean?
1st phone call, 1st view of entrance, interaction with greeter, wait for table or room, 1st
moments at table or hotel room, 1st encounter with bussers and servers, encounter with
manager, arrival of food, visit to restroom, presentation of check/bill, last interaction -
correct answer list the eleven critical moments in the hospitality industry.
Quick-service restaurant - correct answer a restaurant that provides customers with
convenience, speed, and basic service at low prices
Full-service restaurant - correct answer a restaurant in which customers are seated at
the table, give their order, and are served food at table
Catering - correct answer the provision of food and service for a special event
APPROVED #9
Hospitality - correct answer meeting the needs of guests with kindness and goodwill
Hospitality industry - correct answer all businesses that provide services to people far
away from home
Brand - correct answer a name, logo, tagline, or any combination of these that
distinguishes a product from its competitors
Chain - correct answer a business that has more than one location under the same
name and same ownership
Franchise - correct answer the right to do business using the brand and products of
another business
It generates more than $1 trillion each year. - correct answer why is the hospitality
industry important to the economy?
Business and leisure - correct answer what are two main reasons why people travel?
Business travel - correct answer travel that people do as part of their jobs
Leisure travel - correct answer travel done for rest and relaxation
It includes many businesses that are different from each other, and customers and
employees are diverse. - correct answer why is the hospitality industry diverse?
Food and beverage, lodging, recreation, travel and tourism - correct answer what are
the 4 segments of the hospitality industry?
Food and beverage industry - correct answer businesses that prepare food for
customers
Lodging industry - correct answer businesses that provide overnight accomodations
Recreation industry - correct answer businesses that provide activities for rest,
relaxation, and enjoyment
Travel and tourism industry - correct answer businesses that move people from one
place to another
Businesses that organize and promote travel and vacations
Word-of-mouth publicity - correct answer informal conversation people have about their
experiences with a business
, Consistent quality service - correct answer providing the same good service and
products to customers each and every time they come to a business
Customer service - correct answer total customer experience with a business
Critical moment - correct answer time when the customer's experience makes a bigger
impact on customer satisfaction than at other times
Customer-focused employee - correct answer employee who can anticipate customer
needs
No customers=no business - correct answer why are customers important to a
hospitality business?
Front-of-the-house employee - correct answer employees whose main function is to
interact with customers (ex: waitress)
Back-of-the-house employee - correct answer employee whose work rarely involves
interacting with customers (ex: steward)
1. Make immediate eye-contact.
2. Have good posture.
3. Smile warmly.
4. Respond quickly to requests.
5. Use the customer's name.
6. Be well-groomed and clean. - correct answer what are six characteristics of a
customer-focused employee?
The image of a hospitality business comes from the impression made by its staff. -
correct answer why is it important for employees to be well-groomed and clean?
1st phone call, 1st view of entrance, interaction with greeter, wait for table or room, 1st
moments at table or hotel room, 1st encounter with bussers and servers, encounter with
manager, arrival of food, visit to restroom, presentation of check/bill, last interaction -
correct answer list the eleven critical moments in the hospitality industry.
Quick-service restaurant - correct answer a restaurant that provides customers with
convenience, speed, and basic service at low prices
Full-service restaurant - correct answer a restaurant in which customers are seated at
the table, give their order, and are served food at table
Catering - correct answer the provision of food and service for a special event
