Hospitality and Tourism Exam Review 4

An advantage of advertising is

• high waste

• lead time

• high degree of personalization

• low cost per contact

1. Burger King and the NC Zoo share the cost of a promotional announcement on television. This is an example of: 

• personal selling

• merchandising

• sales promotion

• cooperative advertising

Holiday Inn offers Kids Eat Free specials in their restaurants. This is an example of:

• merchandising

• advertising

• personal selling

• sales promotion

Television stations across the United States report on a fire aboard a Norwegian Cruise ship. This is an example of: 

• publicity

• advertising

• merchandising information

• recognition information

1. What personal quality is important to express when handling a hotel guest’s complaint?

• aggressiveness

• defensiveness

• indifference

• empathy

What is a primary characteristic of quality service in the hospitality industry?

• ensures a business's financial success

• provides guests with entertainment

• satisfies employees basic needs

• exceeds customers expectations

What do all hospitality employees need to possess to handle customers’ complaints effectively?

• brainstorming abilities

• technical knowledge

• active listening skills

• financial aptitude

What type of security system enables hotels and restaurants to video-record activities such as robbery, shoplifting, and employee theft?

• two way radio

• motion detection

• electronic locking

• closed circuit televison

Anticipation that Derek Jeter played in his last home game with the New York Yankees, massive outdoor celebrations and riots occurred on the streets right after the game, which caused traffic problems and safety issues. What type of emergency do these situations exemplify?

• widespread power outages

• toxic chemical emissions

• civil disobedience

• terrorist attack

What do hotels develop to help guests safely exit the property if a fire occurs?

• blueprint

• evacuation plan

• check out policy

• surveillance plan