Hotel management exam 1 review
questions n answers rated A+
What is the universal symbol of hospitality? - ANS ✔Pineapple
What are the seven deadly sins of service? - ANS ✔apathy, brush- off, coldness, condescension,
robotics, rule book, and run around.
what areas of hotel make up the front of the house? - ANS ✔All areas where guests come in
contact, including the lobby, corridors, elevators, guestrooms, restaurants and bars, meeting
rooms and restrooms.
What is a moment of truth? - ANS ✔Any and every time a guest has the opportunity to form an
impression about the hotel. Moments of truth can be positive or negative.
ex:Guest talking to the front desk staff.
What is empowerment? - ANS ✔The act of giving employees the authority, tool and information
they need to do their jobs with greater autonomy.
What is the definition of guest satisfaction? - ANS ✔The desired out come of hospitality
services.
With regards to hospitality operation what is meant by inseparability? - ANS ✔The linage of
hospitality products and services.
Since services is part of the purchase.
, Describe the interrelated nature of hospitality and tourism? - ANS ✔All scopes under the
umbrella of the industry have an effect on each other.
What is an internal customer? - ANS ✔An employee that is serving an employee that is servicing
a guest.
employees who receive or benefit from work done by the other employee.
Hotel rooms and airline seats are perishable. what does this mean? - ANS ✔This have a limited
lifetime. Last nights vacant hotel room cannot be sold today.
What are the benefits when teamwork exists between the front of the house and the back of
the house? - ANS ✔It is a factor in reducing staff turnover.
essentially for creating an overall positive environment.
Why do people travel? - ANS ✔visiting friends/family festivals
health shopping
enlightenment/education gaming
beauty, nature, parks adventure
religion heritage
indulgence ecotourism
sports attractions
What are some characteristics of tourism? - ANS ✔Employers of over 200 million people
leading producer of tax revenues.
Responsible for over 10 percent of the worlds gross domestic product (GDP)
What are some trends in tourism? - ANS ✔Families disposable income continues to increase
questions n answers rated A+
What is the universal symbol of hospitality? - ANS ✔Pineapple
What are the seven deadly sins of service? - ANS ✔apathy, brush- off, coldness, condescension,
robotics, rule book, and run around.
what areas of hotel make up the front of the house? - ANS ✔All areas where guests come in
contact, including the lobby, corridors, elevators, guestrooms, restaurants and bars, meeting
rooms and restrooms.
What is a moment of truth? - ANS ✔Any and every time a guest has the opportunity to form an
impression about the hotel. Moments of truth can be positive or negative.
ex:Guest talking to the front desk staff.
What is empowerment? - ANS ✔The act of giving employees the authority, tool and information
they need to do their jobs with greater autonomy.
What is the definition of guest satisfaction? - ANS ✔The desired out come of hospitality
services.
With regards to hospitality operation what is meant by inseparability? - ANS ✔The linage of
hospitality products and services.
Since services is part of the purchase.
, Describe the interrelated nature of hospitality and tourism? - ANS ✔All scopes under the
umbrella of the industry have an effect on each other.
What is an internal customer? - ANS ✔An employee that is serving an employee that is servicing
a guest.
employees who receive or benefit from work done by the other employee.
Hotel rooms and airline seats are perishable. what does this mean? - ANS ✔This have a limited
lifetime. Last nights vacant hotel room cannot be sold today.
What are the benefits when teamwork exists between the front of the house and the back of
the house? - ANS ✔It is a factor in reducing staff turnover.
essentially for creating an overall positive environment.
Why do people travel? - ANS ✔visiting friends/family festivals
health shopping
enlightenment/education gaming
beauty, nature, parks adventure
religion heritage
indulgence ecotourism
sports attractions
What are some characteristics of tourism? - ANS ✔Employers of over 200 million people
leading producer of tax revenues.
Responsible for over 10 percent of the worlds gross domestic product (GDP)
What are some trends in tourism? - ANS ✔Families disposable income continues to increase
