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WorksheetsChapter 1 The Spirit of Hospitality
Total questions: 15
Worksheet time: 8mins
Which of these is NOT a characteristic of the hospitality industry?
The hospitality business does not depend on shift work
The hospitality business strives to provide guest satisfaction
The hospitality business is unique because of the perishability of its products
The hospitality business relies on guest input to produce the product
When thinking about the hospitality industry, it is helpful to think of an umbrella that covers the whole industry. Which of the following is NOT part of this umbrella?
accounting and taxation
cruise ships, rail, and air
meetings, conventions, and expositions
attractions, gaming, parks, and recreations
If you were interest in pursuing a career in lodging management in a mid-sized to large hotel, the highest position you could reach in your career would be ___.
general manager
opening manager
front desk manager
director of operations
Why might a person considering a career in the hospitality industry?
You enjoy working with people and like an upbeat atmosphere
You’re not particularly fond of travel but you like to hear about other people’s experiences
You want a career where you interact with very few people
You are interested in working in healthcare
Great service is essential to the success of the hospitality industry, yet many employees don’t understand how to provide that service. This chapter talks about the seven deadly sins of service. All of the following fall in that category EXCEPT___.
familiarity
coldness
apathy
condescension
Teamwork is necessary in order to achieve what goal?
overall guest satisfaction
lower prices for the guest
high employee turnover
an environment of controlled chaos
A key objective in the service equation is to create ___.
guest loyalty
moments of truth
teamwork
faster check-in times for hotel guests
Jan Carlson coined the phrase a “Moment of Truth.” A moment of truth happens whenever ___.
A customer has an encounter with an employee of the business
A customer is making an online reservation
A front of the house employee asks a back of the house employee for help
A manager requests an employee to stay late because of business needs
To help cope with changes in the field, the National Restaurant Association (NRA) suggests that “all change is likely to be met with ___.”
some resistance
heavy resistance
light resistance
no resistance
According to the Disney service model, you should always ___.
Begin with a smile
Avoid making eye contact if you are busy with another task
Only speak to a guest if they ask you a question
Follow the rules in all situations related to guest needs
Which of the following does NOT accurately describe Disney’s commitment to service?
The Disney Service Model begins with a “thank you”
Disney understands its product and the meaning of its brand
Disney looks at the business from the guests’ perspective
The company considers it its personal responsibility to create an exceptional experience for every individual who enters its gates
Hiring, developing, and retaining the right people is just one element of Disney’s guest services. What is another key element?
Communicating the traditions and standards of service to all cast members
Training leaders to be part of the executive committee
Recognizing and rewarding individual guests
Measuring employee recognition
When applying for a position at Disney, what approach is used to select the most qualified candidates?
peer interviews
individual interviews with a manager
personal audition
personality test
Total Quality Management (TQM) is ___.
A participatory process that empowers all levels of employees to work together to meet or exceed guest expectations
A process best suited for the manufacturing industry
A process of problem solving designed to solve a specific problem in a designated timeframe
The sole responsibility of upper management
Total Quality Management (TQM) is different from Quality Control (QC) because TQM focuses on ___.
error prevention
error detection
zero defects
products not services
