WorksheetsH&T Exam Review Part 2
Total questions: 37
Worksheet time: 19mins
Name
Class
Date
1.
Which is an example of an intangible facet in hospitality?
a)
Food at a restaurant
b)
A hotel guestroom
c)
Waiter serving guests their meal
d)
A guest happy with the meal they were served
2.
What is the meaning of the Latin root word hospitaliem?
a)
Open-hearted mindset
b)
Friendliness to guests
c)
Accommodations
d)
Unique experience
3.
Tourism is the practice of traveling for
a)
work.
b)
recreation.
c)
the government.
d)
charities.
4.
Why did many transportation developments take place during the Industrial Revolution?
a)
Regular people had more money to travel.
b)
Trade increased during this period.
c)
Transportation was required to move troops and supplies across the ocean.
d)
There was a need to transport raw materials and finished goods.
5.
Which mode of transportation contributed to the establishment of roadside inns?
a)
Air
b)
Railroad
c)
Stagecoach
d)
Steamship
6.
The greatest developments in transportation occurred during the
a)
Renaissance.
b)
Middle Ages.
c)
Elizabethan.
d)
Industrial Revolution.
7.
How does the hospitality industry impact the economy?
a)
Encourages the development of charitable organizations
b)
Limits the promotion of sustainability
c)
Provides millions of jobs to people
d)
Minimizes the use of technology
8.
What is sustainability?
a)
The economic benefits of green initiatives
b)
The practices followed to avoid using up natural resources
c)
The total greenhouse gas emissions caused by an organization
d)
The environmental benefits of green practices
9.
If a specific city or state is being promoted to prospective travelers, what type of branding is being used?
a)
Personal
b)
Destination
c)
Geographic
d)
Product
10.
The idea that many cultures can prosper together by recognizing and celebrating their differences is called
a)
independence.
b)
branding.
c)
multiculturalism.
d)
hospitality.
11.
Airline travel is a type of
a)
attraction.
b)
transportation.
c)
accommodation.
d)
food and beverage offering.
12.
Restaurants and snack bars are part of which hospitality and tourism sector?
a)
Accommodations
b)
Food and beverage
c)
Transportation
d)
Attractions
13.
Which hospitality and tourism section includes Mount Rushmore?
a)
Transportation
b)
Food and beverage
c)
Attractions
d)
Accommodations
14.
When two or more things depend on each other, it is known as
a)
autonomy.
b)
codependence.
c)
independence.
d)
interdependence.
15.
Betsy’s Bakery is privately owned and operated. This is an example of a(n)
a)
chain.
b)
managed business.
c)
franchise.
d)
independent business.
16.
Technology in the hospitality and tourism industry should
a)
reduce labor.
b)
increase costs.
c)
decrease productivity.
d)
give guests less control of choices.
17.
A mother is looking for a hotel in New York for a trip with her daughter and grandson. She wants rooms with large open space and a good layout so that her grandson can play. To preview available rooms in the most realistic way, she
a)
checks out online reviews.
b)
calls the 1-800 reservation number.
c)
views static pictures on the hotel’s website.
d)
uses the virtual reality tour.
18.
First and foremost, which needs are guests motivated to meet?
a)
Esteem and love
b)
Love and belonging
c)
Self-actualization and esteem
d)
Physiological and safety
19.
What does Maslow’s Hierarchy of Needs explain?
a)
The need for respect and love
b)
The needs and motivations of people
c)
The desire for people to be accepted
d)
The foundation of one’s desire to be loved
20.
Which is an example of secondary research?
a)
Interview
b)
Focus group
c)
Survey
d)
Published report
21.
A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?
a)
Safety
b)
Love and belonging
c)
Esteem
d)
Self-actualization
22.
Self-awareness, self-regulation, social skills, empathy, and motivation are components of
a)
emotional intelligence.
b)
the hierarchy of needs.
c)
secondary research.
d)
self-actualization.
23.
The component of emotional intelligence that considers the feelings of others is
a)
self-awareness.
b)
empathy.
c)
motivation.
d)
self-regulation.
24.
A time when guest service expectations are met or not met is called a
a)
service recovery.
b)
hero movement.
c)
moment of truth.
d)
seamless experience.
25.
What stage of the guest experience cycle deals with collecting payment for services provided?
a)
Pre-arrival
b)
Arrival
c)
Occupancy
d)
Departure
26.
Which activity is part of the pre-arrival stage?
a)
Reserve car
b)
Pick up car
c)
Use car
d)
Return car
27.
A series of enhanced experiences provided to a guest by a hospitality employee is known as
a)
a seamless experience.
b)
quality guest service.
c)
service recovery.
d)
a moment of truth.
28.
Guests at your hotel ask about dining experiences and available attractions in your area. You should
a)
advise them to look at the brochures.
b)
suggest they talk to other guests.
c)
tell them to walk around the city to find restaurants and attractions.
d)
listen carefully to understand the guests’ needs and offer suggestions.
29.
During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe?
a)
Arrival
b)
Occupancy
c)
Departure
d)
Post-departure
30.
A group of guests is horseback riding down the cliffs of Rocky Mountain National Park. Their guide directs the group to stop and put down blankets for a picnic lunch. What stage of the guest experience cycle are the guests in?
a)
Pre-arrival
b)
Arrival
c)
Occupancy
d)
Departure
31.
Which is an example of how technology has improved the delivery of guest service?
a)
Ordering room service and having a robot deliver it
b)
Checking into the hotel at the front desk
c)
Using a plastic guestroom key to open the guestroom door
d)
Making restaurant reservations over the phone
32.
Which is a way to evaluate guest satisfaction?
a)
Influencers
b)
Industry research
c)
Customer survey
d)
Loyalty program
33.
Caleigh’s Catering solicits feedback on social media. A customer has posted a critical review on the site. Caleigh feels this is unjustified. How should she handle it?
a)
Contact the customer offline and follow up.
b)
Post a rebuttal online saying that the customer is wrong.
c)
Ignore the post completely.
d)
Ask a friend to respond critically to the post.
34.
When making travel decisions, guests are more likely to trust information about a business from which source?
a)
The company website
b)
User-generated reviews
c)
Marketing materials
d)
Employees of the company
35.
Which is an example of proper workplace etiquette?
a)
Typing in all caps
b)
Raising your voice
c)
Arriving late for a meeting
d)
Returning phone calls promptly
36.
Values, beliefs, traditions, heroes, ceremonies, and how a company goes about doing things is called
a)
a mission statement.
b)
organizational culture.
c)
cultural tendencies.
d)
an action plan.
37.
Skills that are learned through education and practice are called
a)
hard skills.
b)
soft skills.
c)
functional traits.
d)
transferable attitudes.
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