Chapters 1-5 Exam

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1. If you are interested in a career in the hospitality working with peo-

industry, it is important that you enjoy the following: ple, an upbeat
____________________ work environment,
traveling, and the
opportunity for
growth and career
advancement.

2. When thinking about the hospitality and tourism um- Parks and recre-
brella, which elements fall under recreation? ation, attractions,
and gaming

3. The services provided by the hospitality industry are Intangible

considered __________

4. It is necessary for the hospitality industry to embrace A global village

the concepts of diversity and inclusion as it has be-
come ________________.

5. The set of moral principles and values that people use Ethics
to answer questions about right and wrong is known
as _____________.

6. Many businesses have implemented a code of ethics Managers needed

because _____________________. a tool to help them
make better deci-
sions

7. Leadership involves change and the National Restau- Some Resistance

rant Association (NRA) suggests that "all change is
likely to be met with ________________."

8. Jan Carlson coined the phrase a "Moment of Truth." A customer has an

A moment of truth happens whenever __________. encounter with an
employee of the
business

9. The two important elements of leadership that must Leadership char-

be considered are __________. acteristics and
good habits
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10. The career path to food and beverage director Cross-training

may include working in stewarding, restaurants, and
beverage and culinary departments. Gaining expe-
rience in multiple departments is an example of
_________________.

11. When thinking about the hospitality industry, it is Accounting and

helpful to think of an umbrella that covers the whole Taxation
industry. Which of the following is NOT part of this
umbrella?

12. Why might a person consider a career in the hospital- You enjoy working
ity industry? with people and
like an upbeat at-
mosphere.

13. The interrelated nature of the hospitality industry Fly to their desti-
means that a guest could _______________. nation, stay at a
hotel, and dine at
a local restaurant
during the same
trip

14. There are two different categories of attractions with- Natural attractions
in the recreation category of the hospitality umbrel-
la. The two types of attractions are man-made and
______________.

15. Which of these is NOT a characteristic of the hospi- The hospitality

tality industry? business does not
depend on shift
work.

16. What is the highest position in lodging management? General manager

17. In order to attract the best talent, hospitality compa- Demographic,

nies must provide opportunities to all regardless of race, religion, or
their __________________. ethnicity

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18. The production and consumption of the hospi- Inseperability
tality service product along with the diversity of
the products and services offered is known as
_______________.

19. There are certain universal guiding principles that People's rights
exist in all societies, religions, and cultures and are important and
these principles are based on the concept that should not be vio-
_______________. lated

20. Making a decision based on whatever is right for the Situational

decision maker is referred to as __________ decision
making.

21. American law is based on English common law, Reasonable per-

which asked the question, "Would this be an action son
of a(n) _________ __________?"

22. One of the pioneers of ethics in the hospitality indus- Stephen Hall
try was _________________. This person developed a
code of ethics for the hospitality and tourism indus-
try.

23. Great service is essential to success in the hospital- Coldness

ity industry, yet many employees don't know how to
provide exceptional service. A front desk associate
who checks a guest in and then looks down at their
computer during the rest of the interaction could be
demonstrating which "deadly sin of service"?

24. Teamwork is necessary in order to achieve what Overall guest sat-

goal? isfaction

25. A key objective in the service equation is to create Guest loyalty

_________.

26. According to the Disney service model, you should Begin with a smile
always ___________.

27. A career path describes __________.

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The possible ca-
reer progression
that one might
take to reach
a specific career
goal

28. Taking pride and caring about others is a differentia- Service

tor of the ____________ industry.

29. One important part of planning for your career goal Self-assessment
is to complete a(n) _________ ,which can be used to
help measure your current strengths and limitations.

30. Two of the characteristics that are elements of lead- Courage and de-
ership are __________. pendability

31. Tourism means many different things to different Ecotourism

people and can be categorized by several factors.
Which of the factors listed below is NOT considered
one of the factors of tourism?

32. Tourism has become one of the world's most impor- Developing coun-
tant sources of employment, and most of the new tries
tourism jobs can be found in _______________.

33. Domestic tourism can be classified as Visits by inbound

_______________________. international visi-
tors plus internal
tourists

34. Tourism continues to grow around the world. Accord- Leisure travelers
ing to statistics from 2015, which group of travelers
generated the most tax revenue based on spending?

35. According to information provided by the WTTC in 10

2015, tourism contributed approximately ________
percent of the global GDP.

36.
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Travel by bus, while not as popular as travel by air, Sit back, relax,
does provide travelers with many of the amenities and enjoy the
found on a plane and also provides the leisure travel- scenery
er the opportunity to ____________.

37. This method of travel benefits hotels, car rental agen- Air travel
cies, and cruise lines in addition to making interna-
tional travel much easier.

38. The Japanese Shinkansen can travel between Tokyo Train

and Osaka in roughly three hours and is representa-
tive of ________ travel.

39. The leading organization for world tourism, repre- WTO

senting all national and official tourism interests
among its members, is the ___________.

40. Many countries have a minister of tourism, responsi- TIA

ble for advocating for tourism development within the
country. The United States does not have such a role;
instead, the agency that is the main body for promot-
ing tourism within the United States is ___________.

41. This organization is responsible for lending large World Bank

sums of money for tourism development, particularly
in developing countries.

42. ____________ make meeting planning easier by do- DMC

ing everything from airport greetings and trans-
portation to the hotel, to sponsoring and organizing
events.

43. _______________ take groups of people on trips that Tour operators

follow a pre-planned agenda, and the trips may last a
day or several days.

44. Ten major tour wholesaler companies account for 30

_____ percent of the industry's business.

45.
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Which of the following is NOT a reason that people To avoid people
travel? and new experi-
ences

46. Someone interested in visiting castles might pay a Himej Castle

visit to this national treasure and best-preserved cas-
tle in Japan.

47. In order to minimize the number of employees who do Rome

not follow proper corporate travel polices, some com-
panies use this product from Microsoft and American
Express.

48. Prime ecotourism locations include coral reefs, trop- Glaciers

ical rain forests, deserts, and _________.

49. Many sites have been designated as World Heritage UNESCO

Sites by this organization.

50. This type of tourism has seen an increase in interest, Culinary Tourism
with 27 million Americans traveling to experience this
specific type of activity.

51. Difficulty in maintaining control of standards as well The drawbacks

as the need to be very careful in the selection of po- that the franchise
tential franchisees is an example of _____________. company can ex-
perience

52. There are many benefits to franchising a hotel except Increased market
for ______________. share and recogi-
tion

53. Hotel companies are opting for management con- Less capital is tied
tracts over ownership because _________. up with manage-
ment compared to
owning properties

54. A real estate investment trust is appealing to in- They trade as

vestors because they are easier to get into or out of stocks
than other types of ownership and ____________.
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55. The two major challenges presented to the franchisor The avoidance of
of hotels are ____________. financial failure by
the franchisee and
the ability to main-
tain quality stan-
dards

56. The AAA could rate a hotel with very good roadside Three
appeal, a lobby with a spacious front desk, live plants,
luggage carts and a bell station, and guest rooms
that reflect the current industry standards as _____
diamond(s).

57. A hotel with a price range of $69-$135 per night that Economy
offers limited service and is located near a city cen-
ter, airport, or suburban area is an example of a(n)
___________ hotel.

58. Currently, some motels are made of modular con- 11

struction and have as few as ______ employees per
100 guest rooms at significant cost savings.

59. An all-suite extended-stay hotel offers ___________. More space,

which is usually
a kitchenette and
lounge area

60. VRBO is a(n) ___________ with more than one million Vacation rental or-
places to stay around the world. ganization

61. The Drake Hotel in Chicago is an example of a luxury City center hotel
property and is considered a ____________.

62. Guests staying at a resort are a(n) ____________ Captured

clientele because of the remoteness of many resorts.

63. This hotel is the only hotel to have received the Mal- The Ritz-Cartlon
colm Baldrige National Quality Award two times and

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is consistently rated as one of the best luxury hotel
chains in the industry.

64. This hotel, located on the shores of the Torne River, Ice Hotel
is built from scratch every year and features a chapel,
an Absolut Bar, and a cinema. This hotel is the _____.

65. A hotel that wishes to implement more sustainable Installing

practices would NOT implement this practice. high-wattage
lighting for signs
and decor

66. The international development of hotels has contin- Low corporate tax-
ued to grow as international tourism and commerce ation and minimal
have increased. Hong Kong is an example of this bureaucratic diffi-
growth due to the booming Chinese economy along culty
with ________.

67. Fairmont Hotels is a leading travel provider and rec- Green Partnership
ognizes the importance of a healthy environment.
The focus of the company's sustainable practices is
called the ________.

68. This Fairmont property completed a lighting retrofit The Fairmont Or-
program that resulted in an annual cost savings of chid, Hawaii
$130,000 and an energy savings of 532,000 kWh.

69. Fairmont Hotels Green Partnership projects fall into Work at a corpo-
one of three areas, minimize the company's impact on rate level to de-
the environment by making ongoing improvements, velop high profile
follow best practices, and ________________. partnerships that
promote environ-
mental issues and
share the mes-
sage of being a
good steward of
the planet

70. Tier 2 and Tier 3

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The Chinese market continues to grow and expand at
a rapid pace and hotel chains are beginning to turn
their focus to these types of cities.

71. To be a successful GM requires multiple qualities, Attention to detail

the most commonly quoted of which are leadership,
people skills, patience, and ________.

72. A rooms division manager at a mid-sized hotel is usu- Security/loss pre-

ally responsible for the front office, housekeeping, vention
and ___________.

73. The food and beverage director of a hotel reports Restaurants and
to a general manager and is responsible for several in-room dining
departments except for ____________.

74. The executive committee of a 300-plus room hotel Human resources

would typically include the food and beverage di- director
rector, sales and marketing director, rooms director,
director of engineering, and _____________.

75. The front office manager sets the example through Guest services
their leadership for many different departments and
people including the concierge, reservations, PBX,
and _________.

76. The front desk is responsible for providing an excep- Checking guests
tional guest experience to the guests. For someone in
working the morning shift, which of the following
tasks would NOT typically be performed by the front
desk agent?

77. The first important daily task that the executive Break the hotel
housekeeper must complete is to _______. into sections to al-
locate room atten-
dants' schedules

78. The security/loss prevention department is vital in Implementing pro-

any hotel and is responsible for maintaining security cedures to pro-
alarm systems and _________________. tect the person-
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al property of ho-
tel guests and em-
ployees

79. The daily report includes key operating ratios The average daily
such as the room occupancy percentage and rate
_______________.

80. The average daily rate is one of the key operating Rooms revenue
ratios used to indicate a hotel's performance and is divided by rooms
calculated using which formula? sold

81. A hotel kitchen is managed by the _____________ Executive chef

who is responsible for the efficient operation of the
kitchen, complying with company policy, and provid-
ing desired financial results.

82. The most important part of the catering sales manag- Achieve good
er's job is to ________________. quality at low cost
while maintaining
the highest stan-
dards of hygiene
and customer sat-
isfaction

83. Property management systems are designed to as- Reservations,

sist front office employees in performing functions rooms, and guest
related to which tasks? account
management

84. Hoteliers would prefer to sell rooms at the highest Rack rate
possible rate, which is known as the ___________.

85. The formula used to calculate REVPar is Rooms revenue

_______________. divided by the
number of rooms
available

86. The purpose of revenue management is to Increase prof-

____________. itability
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87. The concept of creating more goods and services Eco-efficiency

while using fewer resources and creating less waste
and pollution is referred to as _______________.

88. The United States Environmental Protection Agency encourage the use
has developed comprehensive guidelines designed of materials recov-
for businesses that _______________. ered through recy-
cling with a goal
of reducing the
amount of dis-
posed waste

89. A 250-room hotel that adopts an approach to linen $15,000

and towel reuse can save the hotel more than
_____________ a year.

90. Which of these things is something a hotel would Install Energy Star
NOT do to decrease water consumption? appliances

91. Which company is recognized as the inventor of The Peninsula and

cruising? Oriental Steam
Navigation Com-
pany

92. One of the most famous cruise ships of all time is the Titanic
__________, which is one of three ships that White
Star launched to compete against Cunard.

93. As a result of the sinking of the Titanic in 1912, more Increased safe-
than 700 passengers lost their lives and as a result, ty regulations and
this realization was made. sufficient lifeboats
were needed.

94. The most successful of the modern cruise lines is Carnival

_________, accounting for about 20 percent of sales
and targeting adults between the ages of 25 and 54.

95. The Royal Caribbean Cruise line offers two brands, Celebrity Cruises
Royal Caribbean International and _____________.
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96. Star Cruises, Limited is currently employing the Freestyle cruising

__________ concept where passengers can dress
how they wish and can eat when and where they like.

97. According to the Cruise Lines International Associ- $90,000

ates (CLIA), the average cruise passenger is married,
has no children in the household, and has an average
income of _____________ per year.

98. The mass market generally includes people with in- Norwegian
comes in the ranges of $30,000 -$60,000 and includes
plenty of activities and lots of food. Some of the
most popular mass-market cruise lines are Disney,
Princess, Carnival, and _________________.

99. These cruisers may spend three, four, or five months Perpetual cruisers
aboard different cruise ships each year. They are re-
ferred to as __________.

100. A __________ cruise is usually designed for the elder- World

ly, who may have the leisure time and money needed
for a cruise of this nature.

101. These cruises can last from three to six months and World
are often considered the travel experience of a life-
time.

102. A "caviar and champagne" cruise often has a slogan "No matter what
similar to ________. you want, the
company will get it
for you."

103. This type of cruise ship is even smaller than a river Barge
cruise ship and can only sail between April to Novem-
ber, when the weather permits.

104. This type of cruise is unique to the United States and Steamboat
travels down the Mississippi River, allowing passen-

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gers to experience American folklore while sampling
"real" American food.

105. Much like a regular hotel, a cruise ship is staffed Captain

with a hotel manager, chief purser, and chief steward.
Which of the positions below would NOT be found in
a hotel?

106. The captain is responsible for making all executive A degree in travel
decisions on the ship, and most captains possess all and tourism
of the following EXCEPT ___________.

107. This position has extensive hotel experience, and is Chef purser
responsible for supervising all other departments on-
board the cruise ship with the exception of the deck
staff and engine.

108. This person is in charge of navigation and has offi- The staff captain
cers reporting to them.

109. This popular cruise is only offered during the summer Alaskan cruise
months (May to September) with the peak season
being in June, July, and August.

110. Cruisers who choose an Eastern Mediterranean History and the

cruise are most likely interested in ______________. opportunity to ex-
perience different
cultures

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