HTM Exam 1 UPDATED QUESTIONS
AND CORRECT ANSWERS
The heart of the house is - CORRECT ANSWER behind the scenes
Each of the following is a characteristic of the Hospitality Industry EXCEPT: - CORRECT ANSWER
the service product and the guest are separate
Internal customers are - CORRECT ANSWER the employees
In the hospitality industry, the reason we are in business is - CORRECT ANSWER to make a
return on investment
Corporate philosophy - CORRECT ANSWER embraces the values of the organization
The word hospitality comes from - CORRECT ANSWER hospice
Intangible means - CORRECT ANSWER something the guest uses but does not possess
Associate empowerment leads to - CORRECT ANSWER the Ritz Carlton associates spending
up to $2,000 to make a guest completely happy.
increased productivity
increased guest satisfaction
(answer is all of them on quiz)
Quality guest service requires that we - CORRECT ANSWER understand our guests' needs
Recruiters are looking for - CORRECT ANSWER service-oriented people
Examples of hotel price classification include - CORRECT ANSWER luxury, all suites,
economy, budget
, An organization that rates and classifies hotels and awards them Diamonds is the - CORRECT
ANSWER American Automobile Association
Hotels may be classified by - CORRECT ANSWER Location, price and service
Hotels that are a cross between a chain and a marketing group for independent hotels are classified as
- CORRECT ANSWER quasi-chain
Purchasing the right to use a company's trademark to expand more rapidly and use copyrighted
materials is known as - CORRECT ANSWER franchising
Examples of hotel location include - CORRECT ANSWER city, resort, airport, freeway
Hotels and motels that are part of a ________ share a centralized reservation system and a common
image, logo or advertising slogan. - CORRECT ANSWER referral association
Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are
known as - CORRECT ANSWER management companies
The lack of operational power, high fees, and low percentage of reservations from the central
reservation system are all ________ of franchising. - CORRECT ANSWER drawbacks
In order to determine if a hotel development project would likely succeed, we would perform a(n) -
CORRECT ANSWER feasibility study
The person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions,
tickets to shows and other advice is the - CORRECT ANSWER concierge
A demand-forecasting technique used to maximize room revenue is known as - CORRECT ANSWER
revenue management
revenue management - CORRECT ANSWER hotel property management system
AND CORRECT ANSWERS
The heart of the house is - CORRECT ANSWER behind the scenes
Each of the following is a characteristic of the Hospitality Industry EXCEPT: - CORRECT ANSWER
the service product and the guest are separate
Internal customers are - CORRECT ANSWER the employees
In the hospitality industry, the reason we are in business is - CORRECT ANSWER to make a
return on investment
Corporate philosophy - CORRECT ANSWER embraces the values of the organization
The word hospitality comes from - CORRECT ANSWER hospice
Intangible means - CORRECT ANSWER something the guest uses but does not possess
Associate empowerment leads to - CORRECT ANSWER the Ritz Carlton associates spending
up to $2,000 to make a guest completely happy.
increased productivity
increased guest satisfaction
(answer is all of them on quiz)
Quality guest service requires that we - CORRECT ANSWER understand our guests' needs
Recruiters are looking for - CORRECT ANSWER service-oriented people
Examples of hotel price classification include - CORRECT ANSWER luxury, all suites,
economy, budget
, An organization that rates and classifies hotels and awards them Diamonds is the - CORRECT
ANSWER American Automobile Association
Hotels may be classified by - CORRECT ANSWER Location, price and service
Hotels that are a cross between a chain and a marketing group for independent hotels are classified as
- CORRECT ANSWER quasi-chain
Purchasing the right to use a company's trademark to expand more rapidly and use copyrighted
materials is known as - CORRECT ANSWER franchising
Examples of hotel location include - CORRECT ANSWER city, resort, airport, freeway
Hotels and motels that are part of a ________ share a centralized reservation system and a common
image, logo or advertising slogan. - CORRECT ANSWER referral association
Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are
known as - CORRECT ANSWER management companies
The lack of operational power, high fees, and low percentage of reservations from the central
reservation system are all ________ of franchising. - CORRECT ANSWER drawbacks
In order to determine if a hotel development project would likely succeed, we would perform a(n) -
CORRECT ANSWER feasibility study
The person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions,
tickets to shows and other advice is the - CORRECT ANSWER concierge
A demand-forecasting technique used to maximize room revenue is known as - CORRECT ANSWER
revenue management
revenue management - CORRECT ANSWER hotel property management system
