Hospitality and Tourism

What is a primary reason why hospitality facilities develop emergency response procedures?

• To prevent emergency situations from occurring on the premises

• To help lessen panic and reduce the risk of damage or injury during an emergency situation

• To increase guests’ awareness of potential security and safety issues

• To reduce the time it takes to train employees in first aid, CPR, and security

What is a hotel restaurant doing when it makes sure that its employees wash their hands properly when preparing food orders?

• Sanitizing the facility

• Monitoring safety hazards

• Complying with health codes

• Preventing routine accidents

Which security measure can motels implement to help maintain their guests’ safety outside the facility?

• Front-desk alarm system

• Interior window locks

• Fire extinguishers

• Parking lot lighting system

• none of the above

Which is an example of a critical moment in which a customer may form a negative opinion about a hospitality or tourism business?

• A tour guide asks tourists if they have any questions about the tour site that they are visiting.

• A customer has to wait on hold for a long time to make a hotel reservation by telephone.

• The maître d’ greets customers in a prompt, friendly manner as soon as they enter a restaurant.

• A hotel guest enters a guest room that is clean and attractive and has a beautiful view of the city.

What should a tour guide do when handling the complaint of an angry tourist?

• Negotiate terms

• Explain policies

• Remain calm

• Offer criticism

How is an amusement park positioning a new roller coaster ride when it focuses on the ride’s physical characteristics?

• Quality

• Attributes

• Value

• Status

What form of promotion occurs when a property offers a chance to win free lodging for one night?

• Sales promotion

• Product placement

• Public relations

• Personal selling

What is an important component of a hospitality business’s positioning strategy?

• SWOT analysis

• Diversification portfolio

• Unique selling proposition

• Business plan

What security measure do cruise ships provide guests that enable them to store their valuable items?

• Safe deposit box

• Shipping container

• Baggage claim center

• Lost and found center

Several airlines meet and decide to increase their ticket prices. In what illegal practice are the airlines engaging?

• price discrimination

• Bait and Switch

• exclusive dealing

• price fixing