Principles of Hospitality and Tourism Unit-1 Vocab Quiz

A time when the customer's experience makes a bigger impact on customer satisfaction than at other times.

• Empathy

• Service

• Customer Satisfaction

• Critical Moment

A place to sleep for one or more nights; also called lodging.

• recreation

• hospitality

• accommodation

• travel

The area in a hospitality business that guests usually do not see. It is also called "heart-of-the house".

• Back of the house

• front of the house

• None of the above

Industry that consists of businesses that physically move travelers from one place to another.

• food and beverage industry

• travel industry

• tourism industry

• recreation industry

A customer who purchases products or services from a hospitality business.

• Quality Service

• Hospitality

• Guest

• Customer

Person who buys the right to use the brand.

• franchisee

• chain

• professional association

• franchisor

An activity that is done for another person.

• Service

• Recreation

• Travel Industry

• Customer

Legal document that sets up a franchise.

• Service Encounter

• front of the house

• franchise agreement

• independent business

Business that has two or more establishments that function as part of a chain or franchise.

• independent business

• single-unit business

• multiunit business

• chain

Informal conversations that people have about their experiences with a business.

• Single-unit Business

• Hospitality

• Word-of-Mouth Publicity

• Independent Business