Hospitality and Tourism-Unit 1 Topic 1 Quiz Review

Which of the following is a result of good hospitality in a business?

• employee benefits

• customer retention

• customer dissatisfaction

• customer adaptability

Which of the following statements indicates a consequence of bad customer service?

• Unhappy customers who complain will tell others about their terrible experiences.

• 
  Customers are more likely to return to your business because of the experience your business provided for them.

• 
  Customers are left with a great impression of your brand and will tell others about what a great experience they had.

• Higher profitability is an added bonus as customers who are satisfied will come back to your business.

What does the term hospitality refer to?

• Hospitality refers to having or showing a high degree of mental ability

• Hospitality is the friendly and generous reception and entertainment of guests, visitors, or strangers.

• 
  Hospitality refers to people who are generous, and helpful, and who think of other people's feelings.

• Hospitality refers to a strange mix of traits that portray being kind of interesting or charming.

Which of the following areas is NOT predicted to impact the future of the hospitality industry?

• 
  Prices

• 
  Social Media

• 
  Phone Services

• 
  Reviews

What characteristic of hospitality involves services that are provided to guests that cannot be seen or physically felt but only experienced?

• 
  variability

• 
  intangibility

• 
  inseparability

• 
  invisibility

A front desk agent at the reception took 10 minutes to check in each guest when there were not too many guests.

The agent took five minutes per guest when the counter was overcrowded.

Based on the scenario, which type of variability is observed?

• 
  motivation driven

• 
  request based

• 
  headcount based