,TESTBANK FOR Introduction to Hospitality, 9th
edition Walker
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Introduction to Hospitality, 9e (Walker)
Chapter 1 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
1
Copyright © 2024 Pearson Education, Inc.
,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
2
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,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
3
Copyright © 2024 Pearson Education, Inc.
,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
24) In the hospitality industry, our services are mostly
A) intangible.
B) tangible.
C) inseparable.
D) Both A and C.
Answer: A
4
Copyright © 2024 Pearson Education, Inc.
,25) Another unique dimension of our industry is
A) sold seats go unused.
B) empty cabins are paid for.
C) sustainability.
D) perishability.
Answer: D
26) Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation),
differentiate between the methods of service offered to customers. Use specific examples.
Answer: Student answers will vary according to specific type of service they choose from each
facet.
27) Compare and contrast your ideal weekly work schedule with that of a typical manager in the
hospitality field. Where are the main differences and how does the hospitality industry justify the
differences.
Answer: Most students will note their perfect schedule as Monday—Friday 9 a.m.-5 p.m. with
weekends and holidays off. The reality of a 60- to 70-hour workweek and holidays being the
busiest days is not the most appealing schedule for young people. The rationale has been that the
service the hospitality industry offers best is convenience, yet convenience to the guest does not
always mean convenience to the provider.
28) You are a service leader for a national airline preparing to leave on a transcontinental flight
from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the
time they arrive at the terminal to the time they land in LA.
Answer: The list will vary from student to student, depending on their perspective. Some lists
will be all inclusive and some will be more limited to the moments that they are more passionate
about. Stress the importance of every nuance of the service experience.
29) Using the concept of "sustainability," describe at least three goals your hotel may target that
will help to ensure a healthy and protected local environment and also achieve economic
prosperity.
Answer: The student should focus their answer on water conservation, solid waste
management, alternative power, and reduction of energy. They should discuss the effectiveness
of a cost-effective program versus a sustained profitability. Students should also include a
discussion about how the program may enable guest loyalty.
30) You are the owner of a new hotel chain. Outline the corporate culture you hope to create for
your employees. Give examples.
Answer: Students should outline how they want their employees to view them as a manager,
how they intend to treat their employees, and the importance of the customer in the day-to-day
implementation of a cultural philosophy.
5
Copyright © 2024 Pearson Education, Inc.
,31) Discuss the pros and cons of an internship program, a job-shadowing program, and a
mentoring program. Which do you think is most effective and why?
Answer: Students will look at each program with a variety of pros and cons. Internships are
often viewed as an opportunity for "real world" experience, but if they are not managed properly,
students often fall into the "gopher " role. Shadowing is effective for a short-term glimpse into
the industry, but the experience is exactly that: short term. Mentoring is usually most effective as
part of the new employee orientation process.
32) You are being interviewed for an entry-level management position with a cruise line.
Generate a list of five questions that you think would best allow you to portray yourself as the
perfect candidate for the job.
Answer: The common answers here will center around the proverbial "What are your strengths
and weaknesses?" and "What makes you the best candidate for the job?" Encourage students to
ask more open-ended questions that allow them the flexibility to showcase those strengths and
minimize the weaknesses.
6
Copyright © 2024 Pearson Education, Inc.
,Introduction to Hospitality, 9e (Walker)
Chapter 2 The Hotel Business
1) Purchasing the right to use a company's trademark to expand more rapidly and use
copyrighted materials is known as
A) leasing.
B) syndication.
C) franchising.
D) a partnership.
Answer: C
2) Hotel companies are increasingly opting for ________ because considerably less capital is
tied up in managing as compared to ownership.
A) real estate investment trusts
B) management companies
C) referral companies
D) franchising
Answer: B
3) In franchising, the franchisee is granted rights to
A) use trademarks, operating procedures, and other business procedures.
B) full ownership of the land.
C) change the name of the business.
D) full ownership of the building.
Answer: A
4) The primary growth and development strategy of hotels during the 1960s was
A) referral associations.
B) real estate investment trusts.
C) management contracts.
D) franchising.
Answer: D
5) Franchasie Central reservations generally produce
A) between 17 and 26 percent of reservations.
B) between 8 and 18 percent of reservations.
C) between 12 and 22 percent of reservations.
D) between 14 and 28 percent of reservations.
Answer: A
6) The lack of operational power, high fees, and low percentage of reservations from the central
reservation system are all ________ of franchising.
A) bonuses
B) benefits
C) trends
D) drawbacks
Answer: D
1
Copyright © 2024 Pearson Education, Inc.
, 7) The benefits of franchising include all of the following except
A) set of plans and specifications for building.
B) participating in the volume purchasing discounts.
C) high fee percentages charged by credit card companies.
D) national advertising.
Answer: C
8) Hotels and motels that are part of a ________ share a centralized reservation system and a
common image, logo, or advertising slogan.
A) franchise
B) referral association
C) REIT
D) proprietorship
Answer: B
9) In this type of "ownership," investors do not pay corporate income tax; however, they
distribute the majority of net income to shareholders and are publicly traded.
A) Partnerships
B) Franchises
C) Independent ownership
D) Real estate investment trusts
Answer: D
10) Marriott builds a hotel for $34 million and sells it to a banking firm for $52 million. Marriott
charges the banking firm 2 to 4 percent of gross revenues to operate the hotel. This business
transaction is known as
A) REIT.
B) management contract.
C) franchising.
D) investment partnership.
Answer: B
11) Corporations that operate a hotel without capital outlay in exchange for a percentage of gross
sales are known as
A) vacation brokers.
B) franchisees.
C) management companies.
D) leasing companies.
Answer: C
12) An organization that rates and classifies hotels and awards them Diamonds is the
A) American Hotel & Motel Association.
B) U.S. Automobile Club.
C) American Automobile Association.
D) Exxon Excellence Association.
Answer: C
2
Copyright © 2024 Pearson Education, Inc.
edition Walker
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Introduction to Hospitality, 9e (Walker)
Chapter 1 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
1
Copyright © 2024 Pearson Education, Inc.
,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
2
Copyright © 2024 Pearson Education, Inc.
,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
3
Copyright © 2024 Pearson Education, Inc.
,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
24) In the hospitality industry, our services are mostly
A) intangible.
B) tangible.
C) inseparable.
D) Both A and C.
Answer: A
4
Copyright © 2024 Pearson Education, Inc.
,25) Another unique dimension of our industry is
A) sold seats go unused.
B) empty cabins are paid for.
C) sustainability.
D) perishability.
Answer: D
26) Using the four facets of the hospitality industry (travel, lodging, foodservice, and recreation),
differentiate between the methods of service offered to customers. Use specific examples.
Answer: Student answers will vary according to specific type of service they choose from each
facet.
27) Compare and contrast your ideal weekly work schedule with that of a typical manager in the
hospitality field. Where are the main differences and how does the hospitality industry justify the
differences.
Answer: Most students will note their perfect schedule as Monday—Friday 9 a.m.-5 p.m. with
weekends and holidays off. The reality of a 60- to 70-hour workweek and holidays being the
busiest days is not the most appealing schedule for young people. The rationale has been that the
service the hospitality industry offers best is convenience, yet convenience to the guest does not
always mean convenience to the provider.
28) You are a service leader for a national airline preparing to leave on a transcontinental flight
from Atlanta to Los Angeles. List the "moments of truth" your customer will encounter from the
time they arrive at the terminal to the time they land in LA.
Answer: The list will vary from student to student, depending on their perspective. Some lists
will be all inclusive and some will be more limited to the moments that they are more passionate
about. Stress the importance of every nuance of the service experience.
29) Using the concept of "sustainability," describe at least three goals your hotel may target that
will help to ensure a healthy and protected local environment and also achieve economic
prosperity.
Answer: The student should focus their answer on water conservation, solid waste
management, alternative power, and reduction of energy. They should discuss the effectiveness
of a cost-effective program versus a sustained profitability. Students should also include a
discussion about how the program may enable guest loyalty.
30) You are the owner of a new hotel chain. Outline the corporate culture you hope to create for
your employees. Give examples.
Answer: Students should outline how they want their employees to view them as a manager,
how they intend to treat their employees, and the importance of the customer in the day-to-day
implementation of a cultural philosophy.
5
Copyright © 2024 Pearson Education, Inc.
,31) Discuss the pros and cons of an internship program, a job-shadowing program, and a
mentoring program. Which do you think is most effective and why?
Answer: Students will look at each program with a variety of pros and cons. Internships are
often viewed as an opportunity for "real world" experience, but if they are not managed properly,
students often fall into the "gopher " role. Shadowing is effective for a short-term glimpse into
the industry, but the experience is exactly that: short term. Mentoring is usually most effective as
part of the new employee orientation process.
32) You are being interviewed for an entry-level management position with a cruise line.
Generate a list of five questions that you think would best allow you to portray yourself as the
perfect candidate for the job.
Answer: The common answers here will center around the proverbial "What are your strengths
and weaknesses?" and "What makes you the best candidate for the job?" Encourage students to
ask more open-ended questions that allow them the flexibility to showcase those strengths and
minimize the weaknesses.
6
Copyright © 2024 Pearson Education, Inc.
,Introduction to Hospitality, 9e (Walker)
Chapter 2 The Hotel Business
1) Purchasing the right to use a company's trademark to expand more rapidly and use
copyrighted materials is known as
A) leasing.
B) syndication.
C) franchising.
D) a partnership.
Answer: C
2) Hotel companies are increasingly opting for ________ because considerably less capital is
tied up in managing as compared to ownership.
A) real estate investment trusts
B) management companies
C) referral companies
D) franchising
Answer: B
3) In franchising, the franchisee is granted rights to
A) use trademarks, operating procedures, and other business procedures.
B) full ownership of the land.
C) change the name of the business.
D) full ownership of the building.
Answer: A
4) The primary growth and development strategy of hotels during the 1960s was
A) referral associations.
B) real estate investment trusts.
C) management contracts.
D) franchising.
Answer: D
5) Franchasie Central reservations generally produce
A) between 17 and 26 percent of reservations.
B) between 8 and 18 percent of reservations.
C) between 12 and 22 percent of reservations.
D) between 14 and 28 percent of reservations.
Answer: A
6) The lack of operational power, high fees, and low percentage of reservations from the central
reservation system are all ________ of franchising.
A) bonuses
B) benefits
C) trends
D) drawbacks
Answer: D
1
Copyright © 2024 Pearson Education, Inc.
, 7) The benefits of franchising include all of the following except
A) set of plans and specifications for building.
B) participating in the volume purchasing discounts.
C) high fee percentages charged by credit card companies.
D) national advertising.
Answer: C
8) Hotels and motels that are part of a ________ share a centralized reservation system and a
common image, logo, or advertising slogan.
A) franchise
B) referral association
C) REIT
D) proprietorship
Answer: B
9) In this type of "ownership," investors do not pay corporate income tax; however, they
distribute the majority of net income to shareholders and are publicly traded.
A) Partnerships
B) Franchises
C) Independent ownership
D) Real estate investment trusts
Answer: D
10) Marriott builds a hotel for $34 million and sells it to a banking firm for $52 million. Marriott
charges the banking firm 2 to 4 percent of gross revenues to operate the hotel. This business
transaction is known as
A) REIT.
B) management contract.
C) franchising.
D) investment partnership.
Answer: B
11) Corporations that operate a hotel without capital outlay in exchange for a percentage of gross
sales are known as
A) vacation brokers.
B) franchisees.
C) management companies.
D) leasing companies.
Answer: C
12) An organization that rates and classifies hotels and awards them Diamonds is the
A) American Hotel & Motel Association.
B) U.S. Automobile Club.
C) American Automobile Association.
D) Exxon Excellence Association.
Answer: C
2
Copyright © 2024 Pearson Education, Inc.
