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WorksheetsDiagnostic Associate Diploma Guest Relations- Repeat-1
Total questions: 60
Worksheet time: 30mins
1) Culture refers to:
a. Attitude
b. Rules of behaviors
c. Behaviors
d. Thinking
2) Which of the following is NOT an example of High-Context cultures?
a. Middle East
b. Asia
c. Latin America
d. USA
3) Hispanics, Arabs, college students, nurses, accountants, hunters, the working class and the middle class are all examples of
a co-culture
ethnocentricity
a culture
cultural identity
4) Which of the following concepts is NOT one of Hofstede's dimensions of culture?
a. Capitalism
b. Power
c. Individualism
d. Uncertainty
5) As part of prejudice, ____________is based on a person’s religious.
a. Sectarianism Racism
b. Racism
c. Ageism
d. Disability Prejudice
6) What secure storage method should be used for a daily automatic off-site backup?
a. USB
b. Tape
c. Server
d. CD-ROM
7) What is the vertical axis in a graph?
a. W
b. X
c. Y
d. Z
8) When we differentiate between people according to their race, skin color, sex, nationality, we call this
a. Racial and ethnic discrimination
b. Sexual orientation discrimination
c. Religious discrimination
d. Disability discrimination
9) People from high context cultures such as Saudis’ tend to be more concerned with
a. The words used in an exchange
b. Communicating in a direct manner
c. Non-verbal signs to communicate
d. Repetition of information to ensure understanding
10) __________ can be defined as the generalized perceptions, beliefs, and expectations a person has about members in some group.
a. Prejudice
b. Discrimination
c. Stereotypes
d. Cultural diversity
11) Stereotyping should be avoided because
a. It is usually incorrect
b. There is more variation within groups than between groups
c. People may seem different but they usually aren’t
d. People are basically the same
12) Diversity among group members presents a challenge to small groups because:
a. members must pay careful attention to their communicative behavior
b. members must give up preconceived stereotypes if the group will succeed
c. diversity stems from several sources, including culture, which can exist among individuals from the same country
d. all of the above
13) Which of the following is an example of affective attitudes?
a . I ‘m delighted to be at this hotel
b . I am going to get to work early with high motivation
c . My colleague is helpful
d . I will be energetic for the whole day
14) Which of the following represent the three components of attitudes?
a. primary, secondary, and tertiary
b. knowledge, value-expressive, and utilitarian
c. cognitive, affective, and behavioral
d. cognitive, value-expressive, and behavioral
15) Positive attitude is important because
a. The future depends largely on the opinion of others.
b. More motivating and makes one more energetic, productive, and alert.
c. Effect co-workers
d. All of the above
16) To be mindful, one must be
a. careful to avoid ambiguity in one's messages
b. self-conscious and self-focused.
C. aware of how you communicate with others.
d. concerned about making mistakes
17) Kinesics is _____________________.
a. the study of human facial expression
b. the study of human movement and gestures.
c. the study of the human use of time.
d. the study of the human use of space.
18) In which of the following countries, holding the handshake so long is considered a gesture of friendship?
a. Saudi Arabia
b. Brazil
c. USA
d. Turkey
19) In active listening, ignore distraction is considered is one of ___________ strategy.
a. Provide feedback
b. Pay attention
c. Don’t judge
d. Respond the right way
20) Which of the following is NOT a part of nonverbal communication?
a. Facial Expressions
b. Body Movement
c. Space
d. These are all parts of nonverbal communication
21) Other suggestions for improving your nonverbal communication include each of the following EXCEPT:
a. Increase your touching communication
b. Ask others for their impressions of our non-verbal cues
c. Interpret nonverbal communication within its context
d. Avoid jumping to conclusions
22) In many cultures silence is used to
a. Promote unity.
b. Promote reflection
c. Promote harmony
d. Promote understanding
23) The content of the communication is called:
a. message.
b. noise.
c. media richness.
.
d. jargon
24) Choosing the wrong words, or not having the right words to say, can ________.
a. Limit your chances for growth at work
b. Get you promoted quickly
c. Help others gain confidence in your abilities
d. All of the above
25) Swearing and using slang will help you get _______ at work.
a. Respect
b. Disrespected
c. Promoted
d. Ignored
26) In the workplace, you are judged and evaluated by:
a. The words you use when you speak
b. The amount of slang you use when you speak
c. Your vocabulary
d. All of the above
27) Which of the following is closed question?
a. How did you find the service of the hotel?
b. Are you at the room?
c. How can I help you?
d. What is your problem sir?
28) Fit in with the group is one of which of the following techniques?
a. Familiar or special forms of greeting
b. Formal greetings
c. Informal greetings
d. No one of the above
29) Which of the following statements is true about cultural differences regarding body positions and movements?
a. In North America, looking directly at people during formal presentations is considered a sign of disrespect.
b. In the United States, an up-and-down movement of the head means "yes" and a side-to-side movement of the head means "no."
c. In China, people generally offer a handshake that is firm and long lasting.
d. In Indonesia, people do not view squatting as a normal body position.
30) Arabs generally offer a handshake that is:
a. brusque and firm with a single pump, and repeated upon arrival and departure
b. moderate in grasp and repeated frequently
c. firm with three to five pumps.
d. gentle, long-lasting, and sometimes with kisses on both cheeks.
31) The third step of the five-step RADAR strategy is
a. Recognize the cultural dimension
b. Decide what your options are
c. Analyze what caused it
d. Review what happened
32) Which of the following statements about conflict is true?
a. Conflict is always bad.
b. Conflict can always be avoided.
c. Conflict does not always occur because of misunderstandings.
d. Disagreements always signal that the relationship is on the rocks
33) Suite hotels usually feature:
a. Several types of food and beverage services.
b. More public areas and guest services than other hotels.
c. Guestrooms with separate bedrooms and living rooms.
d. Leisure sports activities.
34) Resort hotels distinguish themselves from most other types of hotels by providing:
a. Kitchen amenities.
b. Food and beverage services.
c. Special activities such as horseback riding.
d. Conference and meeting rooms
35) Which of the following types of hotels are small and usually have the owner living on the premises?
a. Bed and breakfast hotels
b. Commercial hotels
c. Airport hotels
d. Conference center
36) Rotana Hotel in Saudi Arabia is:
a. 2 star hotel
b. 3 star hotel
c. 4 star hotel
d. 5 star hotel
37) Small hotel is:
a. Hotel with 25 rooms or less.
b. Hotel with 50 rooms or less.
c. Hotel with 100 rooms or less.
d. Hotel with 150 rooms or less.
38) Motels are usually located nearby:
a. City center.
b. Highway.
c. Universities.
d. Mountains.
39) Time Share is also known as:
a. Vacation ownership.
b. Money share.
c. Holiday ownership.
d. A and C.
40) Prices of hotels in Mecca goes up during:
a. The schools vacation.
b. The Hajj.
c. The winter.
d. All of the above
41) Heritage hotel is related to:
a. Entertainment.
b. History.
c. prices.
d. Not of the above.
42) One of the following is not a type of hotel:
a. Resort.
b. Boutique.
c. Bank.
d. All of the above.
43) Many Bed and Breakfast places are famous for what?
a. home-cooked meals
b. Victorian décor
c. Limited amenities
d. Inexpensive room rates
44) Which one of the following is NOT a function of hotel management?
a. Security
b. Human Resources
c. Purchasing & Receiving
d. Back Office
45) What are the main functions of the Front Desk agents?
a. Reservations and check-in
b. Check-in and clean rooms
c. Greet and assist guests
d. Check-in and Check-out
46) In reference to lodging, a room price that includes meals is called a ___________?
a. Room Rate
b. Rack Rate
c. Meal Plan
d. Market Rate
47) Which of the following areas of a hotel has the greatest amount of guest contact?
a. Reservations
b. Housekeeping
c. Front office
d. Sales
48) Concierge services are normally part of:
a. The sales department.
b. The reservations department.
c. The rooms division.
d. The food and beverage division.
49) Create an ad for the new restaurant menu
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Human resources
50) Develop emergency procedures
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Security
51) Administer health insurance benefits
a. Rooms
b. Food and beverage
c. Marketing and sales
d. Human resources
52) Clean the public area
a. Room Service
b. Housekeeping
c. Marketing and sales
d. Human resources
53) Why should regular inspections of the workplace take place?
a. To check whether the working environment is safe
b. To check everyone is doing their job
c. To check that all staff have present and correct uniform
d. To check that staff are happy working for the company
54) What is the most important reason why all accidents in hotel should be recorded?
a. Prevent similar accidents in the future
b. Comply with Health and Safety Law
c. Satisfy the enforcement law
d. Because guests expect it.
55) If the hotel is to be evacuated because there is a fire which records would the hotel staff take outside with them?
a. Financial records of sales
b. Financial Account for each guest
c. Guests lists and staff on duty
d. All personnel record
56) Which of the following may reduce the level of socioemotional conflict during constructive conflict episodes?
a. The limits of your own authority when attempting to respond to angry individuals.
b. Situations when potential conflict should be escalated to more senior personnel.
c. The importance of following organizational procedures and guidance when dealing with.
d. To anticipate the best and worst possible results that could occur.
57) Building and sustaining long term relationship with customer is the aim of?
a. customer acquisition
b. customer relationship management
c. Customer management
d. Electronic customer relation management
58) There are four classic marketing activities involving customer selection, acquisition, retention and one other
a. customer extension
b. customer differentiation
c. customer demographics
d. none of given answer
59) To engage customer in an online relationship, the minimum information that needs to be collected in an online form is
a. customer profile
b. postcode
c. Email address
d. credit rating
60) Which would be a key performance indicator for reach step?
a. conversion rate
b. Revenue or goal value per visit
c. bounce rate
d. repeat conversion
