What is the travel industry?

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

consists of businesses that prepare food and beverages for customers

What is the tourism industry?

consists of businesses that prepare food and beverages for customers

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

What is the recreation industry?

consists of businesses that prepare food and beverages for customers

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

What is an entrepreneur?

Person who starts a new business

Person who owns the business and is personally responsible for its debts

Legal agreement to sell a company's product in a particular area

Relationship between two or more people who come together to create a business

A legal agreement to sell a company's product in a particular area

A person who owns the business and is personally responsible for its debts

A person who starts a new business

A relationship between two or more people who join together to create a business

What is a sole proprietorship?

A person who owns the business and is personally responsible for its debts

A legal agreement to sell a company’s product in a particular area

A person who starts a new business

A relationship between two or more people who join together to create a business

What is a partnership?

A relationship between two or more people who join together to create a business

A person who owns the business and is personally responsible for its debts

A legal agreement to sell a company's product in a particular area

A person who starts a new business

What is the main objective of customer service in the lodging industry?

To provide a positive experience that meets or exceeds customer expectations

To ensure that the business makes a profit

To ensure that customers do not complain

To sell as many services or products as possible

What is an effective way to handle a customer complaint in the lodging industry?

Listen actively, apologize, and find a solution

Ignore the complaint to avoid confrontation

Tell the customer they are wrong

Transfer the complaint to a colleague

What does consistent quality service mean?

Providing the same good service and products every time a customer comes to a business.

All employees are responsible for providing quality service.

The total experience a customer has with that business.

Service encounters that have a great impact on customer satisfaction.

Which of these is NOT an example of customer-focused employees?

Taking their time to respond to the customer

What does critical moments mean?

Service encounters that have a great impact on customer satisfaction.

All employees are responsible for providing quality service.

The total experience a customer has with that business.

Providing the same good service and products every time a customer comes to a business.

Which of these is a critical moment in a service?

Interaction with the receptionist

What is the rule of 10?

A person who has received poor service will tell 10 people about their bad experience.

Poor service will make 10 people not return.

Good service will make 10 people return for a second time.

Someone who receives good service will tell 10 people.

Unit 1: Intro to Hospitality Study Guide

Authored by Jordan Marcum

Business

9th Grade

Used 15+ times

Unit 1: Intro to Hospitality Study Guide

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of these is NOT one of the four areas of hospitality?

Travel/Tourism

Food Service

Recreation

Hotels

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

An example of the food service industry is....

Hotels

Restaurants

Amusement park

Airplanes

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of these is NOT an example of the lodging industry?

Hotels

AirBnB

Water park

Rental cabins

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of these is NOT an example of travel/tourism?

Mcdonalds

Airports

Museum

Uber

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of these is an example of recreation?

Golf course

Applebees

Hotels

Trains

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the food industry?

consists of businesses that offer overnight accommodation

consists of businesses that prepare food and beverages for customers

consists of businesses that physically transport travelers from one place to another

any activity carried out for rest, relaxation, and enjoyment

consists of businesses that organize and promote travel

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the lodging industry?

consists of businesses that provide overnight accommodation

consists of businesses that prepare food and beverages for customers

consists of businesses that physically transport travelers from one place to another

any activity carried out for rest, relaxation, and enjoyment

consists of businesses that organize and promote travel

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