hft 1000 Practice Questions with Correct
Answers
The symbol of the hospitality industry
pineapple
Define hospitality
kindness in welcoming guests or strangers
Advantages & disadvantages of employment in the hospitality industry
advantages- opportunities for growth and advancement, fun, fast-paced, offers competitive
pay, fastest growing industry in world
disadvantages- businesses open 365 days, 24/7, employees often work longer hours than
some industries
Seven deadly sins of service
apathy- "i don't care"
brush off- "i can't be bothered"
coldness- "i don't like you'
condescension- "you don't know" "i know it all"
robot-like behavior
rule book- "we can't/don't do that here"
runaround- "let me get [manager, etc...] for you"
Moment of truth
Whenever a guest interacts with an employee, can make or break the guest experience, every
service organization experiences thousands of these per day
, Example: guest calls for reservation, welcomed to the establishment, informed room/table not
ready, orders a meal, pays and leaves
Perishability
The product is inseparable from the experience
Room nights can't be resold, once the day passes it doesn't return
Food can spoil, only the freshest products are used
Guest loyalty
guests are willing to pay more for your outstanding service
Unique aspects of the hospitality industry
travel, working with people, long hours, product is inseparable from experience
TQM vs QC
total quality management- error prevention
quality control- error detection
Making decisions in the hospitality industry
is this legal, against company policy, balanced/fair?
how will i feel after making this decision?
would you want relatives to know what you did?
Classifications of tourism
generally refers to people who travel for leisure, business or other purposes. means different
things to different people.
Travel, Lodging, Meetings & Conventions, Restaurants and Bars, Managed Services,
Recreation
Answers
The symbol of the hospitality industry
pineapple
Define hospitality
kindness in welcoming guests or strangers
Advantages & disadvantages of employment in the hospitality industry
advantages- opportunities for growth and advancement, fun, fast-paced, offers competitive
pay, fastest growing industry in world
disadvantages- businesses open 365 days, 24/7, employees often work longer hours than
some industries
Seven deadly sins of service
apathy- "i don't care"
brush off- "i can't be bothered"
coldness- "i don't like you'
condescension- "you don't know" "i know it all"
robot-like behavior
rule book- "we can't/don't do that here"
runaround- "let me get [manager, etc...] for you"
Moment of truth
Whenever a guest interacts with an employee, can make or break the guest experience, every
service organization experiences thousands of these per day
, Example: guest calls for reservation, welcomed to the establishment, informed room/table not
ready, orders a meal, pays and leaves
Perishability
The product is inseparable from the experience
Room nights can't be resold, once the day passes it doesn't return
Food can spoil, only the freshest products are used
Guest loyalty
guests are willing to pay more for your outstanding service
Unique aspects of the hospitality industry
travel, working with people, long hours, product is inseparable from experience
TQM vs QC
total quality management- error prevention
quality control- error detection
Making decisions in the hospitality industry
is this legal, against company policy, balanced/fair?
how will i feel after making this decision?
would you want relatives to know what you did?
Classifications of tourism
generally refers to people who travel for leisure, business or other purposes. means different
things to different people.
Travel, Lodging, Meetings & Conventions, Restaurants and Bars, Managed Services,
Recreation
