HTM Exam #1 (Chapters 1-4)
questions well answered to pass
the association representing restaurant owners and the restaurant industry - correct answer
✔✔ National Restaurant Association (NRA)
1. the cordial and generous reception of guests 2. a wide range of businesses, each of which is
dedicated to the service of people away from home - correct answer ✔✔ hospitality
travel for recreation or the promotion and arrangement of such travel - correct answer ✔✔
tourism
comprises all areas with which guests come in contact, including the lobby, corridors, elevators,
guest rooms, restaurants and bars, meeting rooms, and restrooms. Also refers to employees
who staff these areas - correct answer ✔✔ front of the house
back of the house - correct answer ✔✔ heart of the house
the desired outcome of hospitality services - correct answer ✔✔ guest satisfaction
something that cannot be touched - correct answer ✔✔ intangible
the interdependence of hospitality services offered - correct answer ✔✔ inseparability
the limited lifetime of hospitality products; for example, last night's vacant hotel room cannot
be sold today - correct answer ✔✔ perishability
, an important financial measure that determines how well management uses business assets to
produce profit. It measures the efficiency with which financial resources available to a company
are employed by management - correct answer ✔✔ return on investment
the act of giving employees the authority, tools, and information they need to do their jobs with
greater autonomy - correct answer ✔✔ empowerment
a managerial approach that integrates all of the functions and related processes of a business
such that they are all aimed at maximizing guest satisfaction through ongoing improvement -
correct answer ✔✔ total quality management (TQM)
the core beliefs that drive a company's basic organizational structure - correct answer ✔✔
corporate philosophy
a specific result to be achieved - correct answer ✔✔ goal
a concept that allows a company to expand quickly by allowing qualified people to use the
systems, marketing, and purchasing power of the franchiser - correct answer ✔✔ franchising
a person who purchases the right to use or sell the products and services of the franchiser -
correct answer ✔✔ franchisee
an individual or company that licenses others to sell its products and services - correct answer
✔✔ franchiser
associations that refer guests to other participating members - correct answer ✔✔ referral
associations
questions well answered to pass
the association representing restaurant owners and the restaurant industry - correct answer
✔✔ National Restaurant Association (NRA)
1. the cordial and generous reception of guests 2. a wide range of businesses, each of which is
dedicated to the service of people away from home - correct answer ✔✔ hospitality
travel for recreation or the promotion and arrangement of such travel - correct answer ✔✔
tourism
comprises all areas with which guests come in contact, including the lobby, corridors, elevators,
guest rooms, restaurants and bars, meeting rooms, and restrooms. Also refers to employees
who staff these areas - correct answer ✔✔ front of the house
back of the house - correct answer ✔✔ heart of the house
the desired outcome of hospitality services - correct answer ✔✔ guest satisfaction
something that cannot be touched - correct answer ✔✔ intangible
the interdependence of hospitality services offered - correct answer ✔✔ inseparability
the limited lifetime of hospitality products; for example, last night's vacant hotel room cannot
be sold today - correct answer ✔✔ perishability
, an important financial measure that determines how well management uses business assets to
produce profit. It measures the efficiency with which financial resources available to a company
are employed by management - correct answer ✔✔ return on investment
the act of giving employees the authority, tools, and information they need to do their jobs with
greater autonomy - correct answer ✔✔ empowerment
a managerial approach that integrates all of the functions and related processes of a business
such that they are all aimed at maximizing guest satisfaction through ongoing improvement -
correct answer ✔✔ total quality management (TQM)
the core beliefs that drive a company's basic organizational structure - correct answer ✔✔
corporate philosophy
a specific result to be achieved - correct answer ✔✔ goal
a concept that allows a company to expand quickly by allowing qualified people to use the
systems, marketing, and purchasing power of the franchiser - correct answer ✔✔ franchising
a person who purchases the right to use or sell the products and services of the franchiser -
correct answer ✔✔ franchisee
an individual or company that licenses others to sell its products and services - correct answer
✔✔ franchiser
associations that refer guests to other participating members - correct answer ✔✔ referral
associations
