WorksheetsDECA Hospitality & Tourism Exam
Total questions: 81
Worksheet time: 46mins
What can result from employees not respecting one another's lifestyles?
Generational misunderstandings
An uncomfortable work environment
Language barriers
An increase in productivity
What is often the best way for a business to increase its profit?
Lower taxes
Raise prices
Reduce expenses
Improve sales
To achieve a good work-life balance, you should always
budget your time and energy.
do activities you enjoy.
set high personal goals.
complete work tasks first.
Ron has developed the habit of evaluating his goals on a monthly basis. During this time, he checks off goals that he has achieved and modifies others as necessary. Ron is very good at choosing goals that are realistic, attainable, and challenging. He can set up steps to achieve them. Unfortunately, Ron only achieves 25% of his goals. Ron could improve his rate of goal attainment by
describing the benefits of setting goals.
telling others about his goal.
lowering his standards and setting unrealistic goals.
Which of the following is a reason that responsible employees cost a business less than irresponsible employees?
They look for ways to increase their productivity.
They often fail to follow directions.
They overuse their sick leave and other benefits.
They come to work late and leave early.
When you use money to make money, you are
saving.
investing.
reimbursing.
rationing.
When preparing the property's marketing plan, Samantha researched the current, popular travel destinations; the ways in which visitors spend their money; the duration of their vacations; and their demographics. These are examples of (a) trends.
Successful brands use brand promises to connect with their customers on a(n) (a) level.
Which of the following is an example of a value-added promotion offered by a hotel:
Daily housekeeping
Hotel airport shuttle
Indoor swimming pool
Discounted rooms
Although the primary purpose of an invoice is to bill a customer for goods and services, invoices can also help the business monitor its customers'
purchasing habits.
buying motives.
annual incomes.
personal attitudes.
Aurora is able to save money by buying her internet and cable TV together instead of buying them separately. Aurora benefits from product
bundling.
seeding.
grouping.
applications.
To protect customer data such as credit card information, businesses should
keep sensitive records encrypted.
use a shared server to store information.
require that all customers show an ID.
accept payments in cash only.
Which of the following is true based on Maslow's theory of need satisfaction:
Self-esteem needs must be satisfied before physical needs can become important.
All levels of needs are important and can be satisfied simultaneously.
Most people are able to satisfy only lower level needs.
Lower level needs must be satisfied before higher level needs can become important.
From a legal standpoint, hospitality and tourism customers have the right to expect businesses in this industry to take
reasonable care.
no risks.
total responsibility for accidents.
insurance out of each customer.
Stella works for a cruise line, and she is recommending that the owners add another Alaskan cruise to the yearly schedule. She wants to demonstrate how sales of Alaskan cruises have risen over the past several years. What kind of chart should Stella use to demonstrate this?
Histogram
Scatter
Pie
Column
Aiden is considering moving out of his parents' house and into his own apartment. Before he makes such a big financial decision, he should
ask his parents if they will pay for his new apartment.
quit his job so that he has more time to plan.
apply for a personal loan from a bank.
Which of the following is a pure business risk:
Obsolescence
Inflation
Robbery
Competition
What is the mean of the data set [2, 3, 9, 6, 4, 8, 3]?
4
3
5
7
The ABC corporation's privacy policy states that the company will maintain the confidentiality of its customers' information at all times. Which of the following would be a violation of that policy:
Selling customer lists without the customers' consent to third parties
Collecting customer information with authorization to develop a customer profile
Implementing a frequent-buyers program for the business's customers
Allowing customers the ability to opt-out of the email updates that the business provides
Which of the following statements regarding international trade is true:
Only large companies typically benefit from conducting international trade.
Foreign language skills are required to conduct international trade.
Businesses shipping internationally must use freight forwarding services.
Online businesses can easily become involved in international trade.
Which of the following statements is true about self-esteem:
To build self-esteem, individuals must value their abilities above others' abilities.
To build self-esteem, individuals must value their abilities above others' abilities.
Low self-esteem usually motivates a person to try harder and strive for success.
Your level of self-esteem depends on your ability to accept yourself as you are.
To have high self-esteem, you must be willing to overlook your faults and weaknesses.
Tia is the front office manager at the Grand Hotel. She is preparing a short report for the general manager regarding budgetary issues that are negatively impacting the hotel. How should she begin the report?
Provide a formal plan to adjust the budget
Explain the purpose of the report
Share information from the budget
Give specific examples of negative impacts
Which of the following industries has most impacted the development of the hospitality industry:
Lumber
Retail
Transportation
Financial
An important aspect of Jason's job is developing better, more efficient organizational processes. The aspect of quality management in which Jason is involved is quality
assurance.
deviation.
consistency.
improvement.
Mackenzie works in the travel and tourism industry. At which of these places is she most likely to work?
An airline
A restaurant
A hotel
A state park
A cafe wants to determine how well its loyalty program is working. Which of the following data will help it determine the mean use-rate of customers' loyalty cards:
Data that reveal which customers use their loyalty cards the least
Data that show which month has the highest number of customers using the loyalty card
Data that reveal which customers use their loyalty cards the most often
Data that show the number of times each customer has used the card over several months
An HR manager is considering two different health care plans for their company. One is significantly cheaper but covers fewer medical conditions. This is an example of an ethical dilemma related to
hiring and firing.
employment law.
race and gender.
compensation.
What type of purchase order do businesses use for recurring purchases from the same supplier in which the purchased item and price are set, but the quantity and delivery schedule may vary?
Contract purchase order
Blanket purchase order
Standard purchase order
Planned purchase order
When handling cleaning chemicals, hotel housekeeping attendants should
keep a log of ingredients found in the cleaning materials.
avoid using eye goggles or ventilation masks.
avoid direct skin contact and wear disposable gloves.
complete a purchase order when inventory is low.
Which of the following is a cruise-ship service that you should recommend to a senior couple with limited mobility:
Parasailing
Cooking class
Horseback riding along the beach
Raft ride over river rapids
When Kayleigh lost her hotel keycard, she went to the front desk to ask for a replacement. The hotel staff remotely deactivated the lost card and issued her a new one. The ability to reprogram keycards allows hotels to
recover a greater number of lost keycards.
screen potential guests for security risks.
reduce break-ins and ensure room security.
improve after-hours service for guests.
What action should hotel employees take when a fire occurs and they determine that they cannot contain it themselves?
Relocate gas-powered equipment to the middle of the room
Use an A-B-C fire extinguisher
Shut off air conditioners
Max set a financial goal of saving $2,000 in the next year. On a whim, Max saw a new video game that he wanted, so instead of putting a portion of his paycheck in his savings account, he used that money to purchase the game. What barrier is preventing Max from reaching his goal?
Impulsive spending
Overuse of credit
Unexpected needs
Loss of income
Which of the following is a basic right of all employees in the workplace:
Paid time off for jury duty
Overtime pay
Email and internet privacy at work
Equal pay for men and women
One of the reasons you should listen to criticism carefully is that it shows that you
don't have any questions.
know you have made a mistake.
believe the criticism is valid.
take the criticism seriously.
Which of the following tasks would a manager complete when organizing:
Arranging an office space
Writing a marketing plan
Hiring employees
Training staff
Before a restaurant manager can close the restaurant for the night, what task must they complete?
Cash reconciliation
Bank reconciliation
Financial ratio analysis
An internal audit
Leaders that share their power recognize that
they won't meet their goals as quickly.
they can't trust their subordinates.
their followers won't do a good job.
most goals can't be reached alone.
Trent took notes in a meeting, but when he looked over them later, he realized that he was missing some important information. To determine what he failed to write down, Trent should
use a consistent, logical note-taking format.
ask a coworker to help him fill in the blanks.
condense what he has written to be more concise.
tackle the tasks he was assigned at the meeting.
Jenny wants to talk to her parents about a raise in her allowance, but then she finds out that her mother has just been laid off from her job. If she asks for the money anyway, which communication barrier is likely to result?
Environment
Bad timing
Language
Information overload
What is typically the first step in the managerial planning process?
Developing company goals and objectives
Identifying necessary tasks
Establishing methods to evaluate progress
Prioritizing projects and tasks
What is one way someone can improve their active listening skills?
Thinking about how to respond to the speaker's message
Concentrating on remembering what the speaker says
Paying more attention to the speaker's nonverbal cues than to their tone of voice
Controlling the conversation by monitoring their own nonverbal language
A passenger is upset with Petra, a flight attendant, because the plane has not taken off and they are worried about being late for an important meeting. Before responding, Petra takes a deep breath, listens to the passenger's complaint, and apologizes. Petra is
diffusing the customer's anger.
solving the problem.
avoiding the conflict completely.
deferring to authority.
Items of value are listed under which of the following components of the balance sheet:
Notes
Assets
Liabilities
Owner's equity
Orlando changes the price of one of his products, and this price change leads to a major change in the number of people who purchase the product. This means that demand for Orlando’s product is
A. elastic.
B. competitive.
C. constant.
D. inelastic.
What might result if an event promoter scheduled a major concert in a facility that consumers considered to be located in an unsafe area?
A. Decreased parking
B. Shortened hours
C. Reduced sales
D. Limited access
Sunny Side Up Cafe is a small, family-owned business in a quiet part of town. The restaurant does not accept credit cards—only cash. Which of the following is the most likely reason for the restaurant to refuse credit cards:
A. Residents never carry credit cards.
B. The town restricts use of credit cards.
C. The business owners are old.
D. Credit cards have high processing fees.
One way that a business might try to compensate for the limited number of qualified workers is to increase its use of
A. specialization.
B. conservation.
C. production.
D.
Which of the following is a characteristic of the hospitality and tourism industry:
Nonperishable
Intangible
Separable
Employee-centric
What technique can help businesses reduce risks associated with software piracy and unauthorized peer-to-peer file sharing via the internet?
Virtualization
Multicasting
Encryption
Rerouting
Customers are often interested in where products come from and
the names of manufacturing CEOs.
how they are manufactured.
the month and year they were invented.
how many the company has in its inventory.
The goals of government are to protect the rights of individuals and businesses and to provide a stable environment, but the main goal of business is to
save the environment.
provide the best products.
provide a safe working environment.
make a profit.
Which of the following would be categorized as a fixed expense on a personal budget:
Grocery expenses
Rent payments
Entertainment costs
Cost of gasoline
Which of the following actions can the LBS Company take to control risk that is associated with external factors:
Implement business policies
Update customer data
Review compliance requirements
Maintain intranet security
Why is it important for companies to make inventories of their digital information?
Because most employees don't use their computers wisely
So that the company can keep tabs on what employees are doing online
So that the information is readily accessible when it is needed
To prevent unethical IT professionals from stealing company data
Which of the following pieces of data would be most helpful to a restaurant that wants to increase sales:
Customers with reservations spend 25% more than other customers.
Customers with reservations tip waitstaff 8% more than other customers do.
Twenty percent of customers pay with cash instead of credit cards.
Thirty percent of customers dining with small children order split plates.
Under what circumstances might it be impossible to honor a customer's request?
If the request is unrelated to the customer's health
If the request jeopardizes the safety of others
If the customer is new to the company
If the customer is impolite and demanding
The importance of customer service in the hospitality and tourism industry has grown due to
lower prices.
less frequent travel.
fewer consumer choices.
technology.
While watching a travel show on TV, Alex saw an advertisement for a tropical resort. This is an example of (a) segmentation.
Good salespeople in the hospitality and tourism industry commonly use three techniques to determine customer/guest needs. What are those three techniques?
Canvassing, qualifying, organizing
Presenting, visualizing, following up
Greeting, modifying, focusing
Observing, questioning, listening
Which of the following would be the best thing for you to do to assist the guest speaker?
Ask the staff to keep their entrée warm so they can eat when they arrive.
Ask a valet to help them with parking and luggage when they arrive.
Cancel their presentation and let attendees know that the speaker cannot make it.
Arrange for a video conference call in case they are late for their presentation.
Ms. Woo is staying at a hotel that is across the street from the office of the client with whom she plans to meet. Which of the following factors most likely motivated Ms. Woo to select the hotel?
Desire for convenience
Need for relaxation
Need for prestige
Desire for safety
"This is an exciting new opportunity for you," says Jane's boss. Which of the following nonverbal cues would appropriately reinforce that message?
Smiling
Slouching
Looking out the window
Focusing eyes on the computer
You think you have the best solution for a problem, but your colleagues don't believe that your idea will work. What should you do?
Accept defeat.
Reject feedback.
Remain patient.
Which of the following industries would most likely be regulated by environmental laws?
Mining
Merchandising
Education
Finance
Which of the following is a benefit of evaluating project success?
Figuring out who is to blame for shortcomings
Keeping stakeholders from knowing about mistakes
Eliminating the need for customer satisfaction
Identifying the need for future projects
What do many hotel chains sell that provides the buyers or users with flexibility to make reservations at their convenience?
Keyless cards
Gift cards
Contest passes
Spa points
To recover disgruntled guests, businesses should reach out to customers
after processing payment.
quickly.
electronically.
with financial compensation.
Which level of law deals with treaties and issues such as migration and war?
What type of information does a business's purchasing department need to obtain from the sales department in order to function properly?
Accurate forecasts
Operating expenses
Pricing policies
Production needs
A cafe creates a special entree each day using local produce. It markets the entrees to promote its support of local farmers and growers. What aspect of product/service management does this situation exemplify?
Commercialization
Positioning
Test marketing
Licensing
Eugenia is using presentation software to prepare slides for her next workshop. In addition to putting the name and date of the workshop on the title slide, where else could Eugenia include this information in her presentation?
Transitions
Footers
Animations
Bibliography
Nancy's Beach Resort operates a small store that sells sunscreen, towels, beach chairs, and various lotions to its customers. Which of the following utilities has Nancy's Beach Resort demonstrated:
Place
Time
Possession
Form
Launching a brand in other countries requires extensive research into
the history of branding in those countries.
brand licensing laws.
co-branding practices in those countries.
foreign customs, values, and languages.
It's human nature to prioritize
others over yourself.
adults over children.
your school over your work.
the short term over the long term.
If a business has two records for one customer in its database, it should consolidate all of the information into one record and
delete the other record.
reorganize all of the customer records.
reformat the second record.
create a new record.
Which of the following is an example of an organizational vision?
A project leader generates team enthusiasm by stating, “We’re the most efficient project team in the firm.”
Techno-Electronics hopes to increase its market share by 15% in the next year.
Jiffy Parcel Service strives to provide the quickest, most reliable delivery service in the country.
The members of the production department work together to help the business lower its operating costs.
The first step in the accounting cycle is
posting to ledgers.
journalizing financial transactions.
analyzing financial transactions.
preparing financial statements.
In the travel and tourism industry, customers' perceptions of value and worth are often associated with
price.
promotion.
place.
profit.
What is one way that businesses can prevent internal computer fraud?
Install electronic sensing systems
Hire professional security guards
Use closed-circuit television monitors
Provide employees with specialized training
