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WorksheetsPrinciples of Hospitality Unit 1-3
Total questions: 25
Worksheet time: 25mins
Hospitality and tourism doesn't have much of an effect on the environment because these days everyone recycles.
False
True
Travel agents only make hotel and flight reservations.
True
False
Disney World has figured out what matters to families, which is one of their most important customers, are Convenience and cost-effectiveness.
True
False
Which key term matches this definition:
The reason for action, based on the person's needs and desires (wants).
consumer choice
customer service
consumer motivation
Word of mouth is not important as customers are always willing to try out your business for themselves, regardless of anyone's opinion.
False
True
Which type of traveler is not an example of guest diversity?
a. Honeymooners
b. Special needs guests
c. Non-show guests
d. International guests
Thinking before you speak will help you decide:
(Multiple answers possible)
a. What to say
b. How to say it
c. When to say it
d. None
When a guest decides to be engaged or participate in the guest experience cycle it is called ___________phase.
Pre-Arrival
Arrival
Occupancy
Departure
Gordon is an employee at the Ritz. He reports directly to the front office manager. Gordon is probably a ______________.
Chef
Engineer
Reservations clerk
Accountant
City hotels are typically _________ because they are in the commercial and business areas of a city.
Cheap
Decent
Expensive
Uncomfortable
Emeril filled out an application for the position of sous chef. He is asking whether they're going to call him or not. Which department should he be speaking to?
Rooms
He needs to take a chill pill
Human resources
Run while you can Emeril, you don't want to work here!
Tanya is a hostess at a very busy restaurant. What quality is most beneficial for Tanya to possess.
The ability to speak five languages
The ability to stay calm during stressful situations
The customer is always right attitude
She will just call in the busy nights of the week
The guest in room 202 is not feeling well. She has asks you to bring her chicken soup. Who should you give her request to?
You don't do chicken soup
She's just whining, she will survive
Food and beverage
Rooms
A cruise line offers a three–day Caribbean cruise that includes activities for parents, childcare services, and a variety of activities for children ages 6 months to 17 years old. Which is the cruise line’s target market?
Single adults
Young families
Baby boomers
Senior citizens
Why do airlines offer several menu options to accommodate their passengers?
Because table manners differ by nationality
Because dietary habits often vary by culture
Because lunch is usually the largest meal of the day
Because most passengers expect large meals on short flights
Which place is a continent?
Hawaii
France
Africa
Maine
What form of promotion occurs when a property offers a chance to win free lodging for one night?
Sales promotion
Public relations
Personal selling
Product placement
What do travel agents need to do to help clients make decisions about which travel products to buy?
Focus on the price of a product
Describe the safety factors of a product
Create a positive image of a product
Explain the tangible features of a product
How is an amusement park positioning a new roller coaster ride when it focuses on the ride’s physical characteristics?
Attributes
Quality
Status
Value
How is a motel positioning itself when it emphasizes a good value and low rates?
By price
By quality
By location
By amenities
Which is the best example that demonstrates the concept of suggestive selling in the hospitality industry?
A motel employee advises guests that they need to check out by 11:00 a.m.
A convention hotel provides guests with free shuttle service to the area’s airport
A guest asks a hotel employee to change his or her arrival date of his or her reservation.
A resort reservationist asks guests if they would prefer to book a suite instead of a king single room.
