Hospitality & Tourism Chapters 3-4

Which is an example of primary research?

• Published reports

• Standards of competitors

• Interviews

• Scholarly articles

To be an active listener, you should…

• turn your back to the speaker.

• interrupt the speaker and ask questions.

• focus on the speaker’s verbal cues not non-verbal cues.

• maintain eye contact with the speaker.

Which level of human needs must be met first?

• Safety

• Physiological

• Esteem

• Self-Actualization

In every meeting, Roman interrupts Nella and ignores her ideas while praising her male coworkers. What is this?

• Prejudice

• Harassment

• Bias

• Stereotyping

What is it called when employees make decisions for the guests?

• Hero moment

• Service recovery

• Kindness

• Empowerment

Which are widely held, but oversimplified, ideas about a particular type of person?

• Biases

• Prejudices

• Inclusion

• Stereotypes

Which stage of the guest experience cycle are expectations made?

• Pre-arrival

• Arrival

• Occupancy

• Departure

People skills are the ability to…

• think innovatively

• critically analyze your food costs.

• listen, communicate, and relate to others.

• be aware of changes in employment laws.

Social skills are a component of emotional intelligence that gives you the ability to…

• consider the feelings of others.

• effectively manage relationships for optimal outcomes.

• regulate your responses toward others to achieve a favorable result.

• know your emotions, strengths, and weaknesses, and how they impact others.

An operation recognizing or acknowledging a religious cultural holiday is an example of?

• bias

• inclusion

• teamwork

• harassment