Unit 19 CBT questions (part A)

What is the best definition for the tourism industry?

• A businesses that provide services to people

• A businesses that moves people from one place to another

• A businesses that organizes and promotes travel and vacations

• None of these are correct

What technology tool is essential for today’s hospitality businesses?

• Computerized cash register

• Property Management System

• Recordable locking system (credit card style key)

• Computer with network access

Identify the best method to protect guests and their property at a hotel.

• a. Recordable electronic keys (credit card style with magnetic stripes)

• b. Networked live and recorded surveillance cameras throughout the public areas

• c. Security officers regularly guarding the hotel areas

• d. All of the above

Methods of retaining employees are _______________ and _________________.

• a. empowerment, training

• b. including employees in decision making, mentoring

• c. providing career paths, rewarding for performance

• d. all of the above

What is the best definition of hospitality?

• a. Service

• b. Meeting the needs of guests with kindness and goodwill

• c. Businesses that provide services to people who are traveling

• d. A special room that is used to serve refreshments to groups of people

There are four main duties that managers are responsible for performing. Which one

of the following is not one of those four?

• a. Planning

• b. Contracting

• c. Leading

• d. Organizing

Room rates are determined not only by the costs but also many other factors. Which is not a factor

that affects room rate?

• a. Time of year

• b. Room type

• c. Day of the week

• d. Room height

Suppose you are a guest and you walk up to a housekeeping person who is on your floor of the

hotel. The housekeeping employee is organizing items on her cart. You say “My name is Amy

Peters on and I’m in room 408. May I have 2 additional towels?” The housekeeping agent pauses,

rolls her eyes then reaches to her cart, takes 2 towels and hands them to you without speaking. The

taking of action without speaking can be interpreted differently by different people. Which of the

following is the best way to describe how Amy Peterson is likely going to interpret the exchange?

• a. Irritation

• b. Confusion

• c. Mistrust

• d. All are possible interpretations

Suppose a guest that recently ate at your restaurant went on your website and made the following

comment: “The meal was outrageous! I can’t wait to order it again next time I go.” How would you

interpret the guest’s response?

• a. The guest thought the meal was extremely poor

• b. The guest thought the meal needed to be ordered again to determine if it was good or bad

• c. The guest thought the meal was extremely great

• d. The guest thought the meal shockingly offensive

Which of the following is NOT a good skill for a public relations expert in the hospitality industry?

• a. Feel confident talking to a wide range of people

• b. Know how to seem like they are answering questions without actually answering them

• c. Outwardly exhibit calm demeanour when communicating to the public

• d. Exhibit and utilize higher listening skills