HRTM 1100 Final Question and answers
rated A+
Back of the House - correct answer support areas behind the scenes to
improve a guest's stay, usually have limited interaction with guests
Empowerment - correct answer giving employees the authority, tools, and
information they need to do their jobs and feel successful
Ethics - correct answer study of standards of conduct and moral judgement
Front of the House - correct answer individuals who come in contact with the
guests
Guest Satisfaction - correct answer desired outcome of hospitality services
Inseparability - correct answer linkage of hospitality products and services
Intangible - correct answer cannot be sampled prior to purchase
National Restaurant Association (NRA) - correct answer association that
represents restaurant owners and the industry
Perishability - correct answer limited lifetime of hospitality products
Quality Control - correct answer error detection and prevention based on
TQM or CQI
,Service Industry - correct answer take pride in caring about others as well as
ourselves, ensures guests receive outstanding service (goal)
Total Quality Management (TQM) - correct answer managerial approach that
integrates all of the functions and related processes of a business such that
they are aimed at maximizing guest satisfaction through ongoing improvement
Why is service so critical in the hospitality and tourism industry? - correct
answer because depending on how good/bad the service is it could make or
break their experience and influence whether or not they return
Describe and give an example of the following:
a. the interrelated nature of the hospitality and tourism industry
b. the characteristics of the hospitality industry - correct answer a. all scopes
under the umbrella of the industry have an effect on each other
b. open 24 hours, 365 days a year, 10-12 hours per day shifts, main priority
guest satisfaction and service
What is the disney service model? - correct answer it begins with a smile,
make eye contact and use body language, respect and welcome all guests,
value the magic, initiate guest contact, creating service solutions, end with a
"thank you"
Describe why Ritz-Carlton won the Malcolm Baldrige Award - correct answer
1. founded on principles of groundbreaking levels of customer service
2. Gold Standards
3. warm and sincere greeting
4. anticipation and compliance with guest needs
5. fond farewell
,Convention and visitors bureaus - correct answer 1. An organization
responsible for promoting tourism and the regional and local level
2. not-for-profit umbrella organization that represents a city or urban area in
soliciting and servicing all types of travelers
Hub-and-spoke system - correct answer a system by which airline
passengers can travel from one small city to another via a hub at a major city
Interdependency - correct answer Each segment of tourism and hospitality
industries is to some extent depending on another one for its success
Multiplier effect - correct answer concept that refers to new money that is
brought into a community to pay for different aspects of leisure
Pacific Area Travel Association (PATA) - correct answer an association for
the promotion of excellence in travel within, and to and from, the pacific region
Tourism - correct answer The idea of attracting, accommodating, and
pleasing groups or individuals traveling for pleasure or business. It is
categorized by geography, ownership, function, industry and travel motive
United Nations World Tourism Organization (UNWTO) - correct answer
leading organization in the field of travel and tourism. central and decisive role
in promoting the development of responsible, sustainable, responsible, and
universally accessible tourism
Give a broad definition of tourism and explain why people are motivated to
travel. - correct answer Tourism can be defined as activities of people
traveling to and staying places outside their usual environment for less than a
year for leisure, business, and other purposes
, People are motivated to travel because of the opening of borders, increase in
disposable income and vacations, reasonably priced articles, increase in the
number of people with more time and money, more people have the urge to
travel
Give a brief explanation of the economic impact of tourism. Name two
organizations that influence or further the economic impact of tourism. -
correct answer major source of gross domestic product, employment,
exports, and taxes
World Travel and Tourism Council : business leaders' forum
UNWTO : encourages governments to partner with other organizations and
play a vital role in tourism
Discuss the positive and negative impacts that tourism can have on a country.
- correct answer Positive : economic and social benefits
Negative : environmental impact and changing host communities
Business travelers - correct answer travel for business purposes
Capacity Requirement - correct answer the capacity of a destination for
successful tourism
Cultural Tourism - correct answer tourism motivated by interest in cultural
events
Ecotourism - correct answer responsible travel to natural areas that conserve
the environment and sustains the well-being of the local people
Heritage Tourism - correct answer tourism motivated by historic preservation
rated A+
Back of the House - correct answer support areas behind the scenes to
improve a guest's stay, usually have limited interaction with guests
Empowerment - correct answer giving employees the authority, tools, and
information they need to do their jobs and feel successful
Ethics - correct answer study of standards of conduct and moral judgement
Front of the House - correct answer individuals who come in contact with the
guests
Guest Satisfaction - correct answer desired outcome of hospitality services
Inseparability - correct answer linkage of hospitality products and services
Intangible - correct answer cannot be sampled prior to purchase
National Restaurant Association (NRA) - correct answer association that
represents restaurant owners and the industry
Perishability - correct answer limited lifetime of hospitality products
Quality Control - correct answer error detection and prevention based on
TQM or CQI
,Service Industry - correct answer take pride in caring about others as well as
ourselves, ensures guests receive outstanding service (goal)
Total Quality Management (TQM) - correct answer managerial approach that
integrates all of the functions and related processes of a business such that
they are aimed at maximizing guest satisfaction through ongoing improvement
Why is service so critical in the hospitality and tourism industry? - correct
answer because depending on how good/bad the service is it could make or
break their experience and influence whether or not they return
Describe and give an example of the following:
a. the interrelated nature of the hospitality and tourism industry
b. the characteristics of the hospitality industry - correct answer a. all scopes
under the umbrella of the industry have an effect on each other
b. open 24 hours, 365 days a year, 10-12 hours per day shifts, main priority
guest satisfaction and service
What is the disney service model? - correct answer it begins with a smile,
make eye contact and use body language, respect and welcome all guests,
value the magic, initiate guest contact, creating service solutions, end with a
"thank you"
Describe why Ritz-Carlton won the Malcolm Baldrige Award - correct answer
1. founded on principles of groundbreaking levels of customer service
2. Gold Standards
3. warm and sincere greeting
4. anticipation and compliance with guest needs
5. fond farewell
,Convention and visitors bureaus - correct answer 1. An organization
responsible for promoting tourism and the regional and local level
2. not-for-profit umbrella organization that represents a city or urban area in
soliciting and servicing all types of travelers
Hub-and-spoke system - correct answer a system by which airline
passengers can travel from one small city to another via a hub at a major city
Interdependency - correct answer Each segment of tourism and hospitality
industries is to some extent depending on another one for its success
Multiplier effect - correct answer concept that refers to new money that is
brought into a community to pay for different aspects of leisure
Pacific Area Travel Association (PATA) - correct answer an association for
the promotion of excellence in travel within, and to and from, the pacific region
Tourism - correct answer The idea of attracting, accommodating, and
pleasing groups or individuals traveling for pleasure or business. It is
categorized by geography, ownership, function, industry and travel motive
United Nations World Tourism Organization (UNWTO) - correct answer
leading organization in the field of travel and tourism. central and decisive role
in promoting the development of responsible, sustainable, responsible, and
universally accessible tourism
Give a broad definition of tourism and explain why people are motivated to
travel. - correct answer Tourism can be defined as activities of people
traveling to and staying places outside their usual environment for less than a
year for leisure, business, and other purposes
, People are motivated to travel because of the opening of borders, increase in
disposable income and vacations, reasonably priced articles, increase in the
number of people with more time and money, more people have the urge to
travel
Give a brief explanation of the economic impact of tourism. Name two
organizations that influence or further the economic impact of tourism. -
correct answer major source of gross domestic product, employment,
exports, and taxes
World Travel and Tourism Council : business leaders' forum
UNWTO : encourages governments to partner with other organizations and
play a vital role in tourism
Discuss the positive and negative impacts that tourism can have on a country.
- correct answer Positive : economic and social benefits
Negative : environmental impact and changing host communities
Business travelers - correct answer travel for business purposes
Capacity Requirement - correct answer the capacity of a destination for
successful tourism
Cultural Tourism - correct answer tourism motivated by interest in cultural
events
Ecotourism - correct answer responsible travel to natural areas that conserve
the environment and sustains the well-being of the local people
Heritage Tourism - correct answer tourism motivated by historic preservation
