HTM EXAM 1 QUESTIONS AND 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
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
