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WorksheetsHTMP Year 1 Review Chapters 13-16
Total questions: 35
Worksheet time: 18mins
1. Marketing involves a variety of efforts by hospitality and tourism businesses to:
a. Encourage guests to choose their business over competitors
b. Attract highly qualified employees
c. Improve employee satisfaction
d. Improve customer service
3. All of the following are examples of marketing tools, EXCEPT:
a. Special promotions
b. Brochures
c. Coupons
d. Guest service
4. Public relations and market research are examples of:
a. Sales
b. Marketing
c. Advertising
d. Revenue
5. As a member of a marketing team, you are asked to evaluate whether the cost of generating business will produce enough profit to justify your investment. This is known as the:
a. Investment return
b. Cost of marketing
c. Return on investment
d. Cost of investment
6. In order to conduct market research and create a successful plan for promoting a product or service, the marketing team must:
a. Set business objectives and goals
b. Follow their instinct
c. Predict, instead of conduct research
d. Follow past trends in marketing
7. The four “Ps” of marketing are:
a. Product, Placement, Price, Parity
b. Price, Product, Place, Promotion
c. Place, Price, Promotion, Placement
d. Product, Price, Price, Production
10. What is the purpose of market segmentation?
a. To target a variety of consumer groups with different behaviors to determine each group’s needs and budgets.
b. To determine the highest rack rate
c. To increase sales of guestrooms
d. To target a single consumer group with similar behaviors to determine that group’s needs and budgets.
If you were asked to determine the age, gender, marital status, and occupation of your guests, you would be analyzing guest:
a. Psychographics
b. Personal information
c. User registration database
d. Demographics
1. What is the overall purpose of any sales department?
a. Conduct market research
b. Analyze return on investment
c. Set price
d. Make a business profitable
3. What is the primary task of sales professionals?
a. Locate, connect and engage clients
b. Conduct quality audits
c. Increase customer loyalty
d. Increase the business’s bottom line
4. What is the one thing all sales departments need?
a. A strong budget
b. Flexible work environment
c. Sales staff with good people skills
d. A large staff
5. What sales position is responsible for guiding the day-to-day sales efforts?
a. Sales Manager
b. Director of Sales
c. Director of Meeting, Events, and Convention Sales
d. Vice President or Director of Sales and Marketing
7. ___________ requires the salesperson to continuously be on the lookout for new clients.
a. Marketing
b. Sales
c. Market research
d. Prospecting
8. What are the two main Internet prospecting tools?
a. Online lead generation and CRM database
b. Cold calls and online lead generation
c. CRM database and cold calls
d. Online lead generation and referrals
21. A type of selling that focuses on group sales for weddings, family reunions, organized tour groups, school trips, and other event involving a large number of guests.
a. Upselling
b. Cross-selling
c. Suggestive selling
d. Group sales
1. Safety affects the health and well-being of guests and employees and has a:
a. Direct impact on the financial success of any hospitality and tourism business.
b. Indirect impact on the financial success of any hospitality and tourism business.
c. Small impact on the financial success of any hospitality and tourism business.
d. No impact on the financial success of any hospitality and tourism business.
2. What is the main goal of occupational safety?
a. Safety
b. Prevention
c. Risk analysis
d. Hazard analysis
4. What is a job safety analysis?
a. A detailed report that lists all employee expectations and behavior guidelines
b. A detailed report that lists procedures all employees must follow during an emergency
c. A detailed report that analyses employee performance
d. A detailed report that lists every job function performed by all employees
5. Which element of a health and safety program states that effective communication within the company must keep employees informed about policies, procedures, goals, and progress regarding safety and health issues?
a. Workplace design and engineering
b. Training and orientation
c. Organizational communications
d. Assessments, audits, and evaluations
8. How does OSHA define a hazardous chemical?
a. A liquid that could present a physical or health hazard to an employee
b. Any solid that could present a physical or health hazard to an employee
c. Any solid and liquid that could present a physical or health hazard to an employee
d. Any solid, liquid, or gas that could present a physical or health hazard to an employee
9. One of the most common on-the-job injuries is due to ___________ .
a. Carelessness
b. Improper lifting
c. Confusing signs
d. None of the above
If an employee reports a death, what is the best action the security team should take?
Investigate the cause
Secure the area and leave everything untouched
Evacuate the hotel
Question other guests
In the event of a power outage, the security team should:
Call local authorities
Evacuate the building
Determine if any guest have medical or special needs while the power is off
None of the above
If a guest reports a loss of property, what must the security team do?
Investigate the claim
Assure the guest that the property is likely to be misplaced
Contact local authorities immediately
Ignore the report
What type of key opens all guestrooms even when they are in double-lock mode?
Guest Room Key
Master Key
Emergency Key
Management Key
In order to be capable of making a citizen’s arrest, a security officer must:
Be fully trained on the applicable statutes and laws in that specific state at the time they are hired into the position.
Announce his or her intent to subdue the person engaging in a criminal act
Only have the approval of local law enforcement
None of the above
All of the following are key functions of a security officer EXCEPT:
Patrol all areas of the property
Investigate any incidents reported by guests and employees
Report to management the results of daily patrols, all investigations, and other security activities experienced
Assume the role of local law enforcement in emergency situations
Front office staff should maintain watch over:
Lobby areas
Parking lots
Elevators
All of the above
A housekeeper finds that the door in room 145 is not locking properly. What action should the housekeeper take?
Report it to maintenance
Leave a note for the guest
Ignore the problem
Attempt to repair the problem
___________ is the act of recruiting, transporting, transferring, harboring or receiving a person through a use of force or other means, for the purpose of exploiting them.
Human trafficking
Human harboring
Human transporting
Human exploitation
Hotels have the added responsibility of exercising:
Extreme care
Normal care
Reasonable care
Heightened security
What is the purpose of innkeeper laws?
Establish what type of security program a hotel must have in place
Require emergency procedure to be posted in every room
Establish a method of informing guests of emergencies
Establish the required procedure for evacuating a hotel
During emergency situations, the front office:
Can act as a central command post
Should be evacuated
Is typically not affected
Is a danger zone
Hotels must have an emergency response plan in place for:
Anti-terrorism, fire, and natural disasters
Fire, and natural disasters
Natural disasters only
Fire only
What special responsibility in guestroom security do housekeepers have?
Housekeepers are considered members of the security team as well as the housekeeping department
Housekeepers have direct access to guest’s personal information
Housekeepers have direct access to guestrooms
Housekeepers have direct access to both guestrooms and guest’s personal property
