Unit 1 Test Review

Which traits do effective employees of the hospitality and tourism industry exhibit when communicating with customers?

• Initiative and indifference

• Inflexibility and self-confidence

• Patience and empathy

• Enthusiasm and passive listening

Dee, a guest, needs towels and linens. Which department should the manager work with to obtain these items for guests?

• Housekeeping

• Room service

• Maintenance

• Purchasing

To which hotel division do the reservations, telecommunications, and guest registration departments typically report?

• Engineering

• Front office

• Food and beverage

• Sales and marketing

Which division of a resort maintains the property’s pool, gym, and exterior grounds?

• Controller

• Rooms

• Human resources

• Engineering

Which skill is important for a successful professional in the hospitality and tourism industry to possess?

• Creativity

• Delegation

• Mathematical

• Communication

Mary works in lodging where she directs the employees who clean the sleeping rooms and public areas. Mary’s position is?

• Housekeeping manager

• Front-desk supervisor

• Property supervisor

• Maintenance manager

How can a travel agent make a positive impression on clients?

• Suggest several travel options

• Ask very personal questions

• Maintain a professional appearance

• Focus on many tasks at one time

Which one of these is not a type of restaurant?

• Full-service

• Quick-service

• Delivery

• Drive-up

All of these are front of the house (FOH) areas except.......

• Restrooms

• Outdoor Seating

• Waiting Area

• Kitchen

All of the following are back of the house (BOH) jobs except for.....

• Chef

• Baker

• Barback

• Steward