HRTM 1100 Final QUESTIONS WITH
COMPLETE SOLUTIONS TO PASS
2025/2026
Back of the House - ANS ✔✔support areas behind the scenes to improve a guest's stay, usually
have limited interaction with guests
Empowerment - ANS ✔✔giving employees the authority, tools, and information they need to
do their jobs and feel successful
Ethics - ANS ✔✔study of standards of conduct and moral judgement
Front of the House - ANS ✔✔individuals who come in contact with the guests
Guest Satisfaction - ANS ✔✔desired outcome of hospitality services
Inseparability - ANS ✔✔linkage of hospitality products and services
Intangible - ANS ✔✔cannot be sampled prior to purchase
National Restaurant Association (NRA) - ANS ✔✔association that represents restaurant owners
and the industry
Perishability - ANS ✔✔limited lifetime of hospitality products
Quality Control - ANS ✔✔error detection and prevention based on TQM or CQI
,Service Industry - ANS ✔✔take pride in caring about others as well as ourselves, ensures guests
receive outstanding service (goal)
Total Quality Management (TQM) - ANS ✔✔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? - ANS ✔✔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 - ANS ✔✔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? - ANS ✔✔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 - ANS ✔✔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 - ANS ✔✔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 - ANS ✔✔a system by which airline passengers can travel from one small
city to another via a hub at a major city
Interdependency - ANS ✔✔Each segment of tourism and hospitality industries is to some extent
depending on another one for its success
Multiplier effect - ANS ✔✔concept that refers to new money that is brought into a community
to pay for different aspects of leisure
Pacific Area Travel Association (PATA) - ANS ✔✔an association for the promotion of excellence
in travel within, and to and from, the pacific region
Tourism - ANS ✔✔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) - ANS ✔✔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. - ANS
✔✔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. - ANS ✔✔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. - ANS ✔✔Positive
: economic and social benefits
Negative : environmental impact and changing host communities
Business travelers - ANS ✔✔travel for business purposes
Capacity Requirement - ANS ✔✔the capacity of a destination for successful tourism
Cultural Tourism - ANS ✔✔tourism motivated by interest in cultural events
Ecotourism - ANS ✔✔responsible travel to natural areas that conserve the environment and
sustains the well-being of the local people
Heritage Tourism - ANS ✔✔tourism motivated by historic preservation
Infrastructure - ANS ✔✔the basic, constructed services
COMPLETE SOLUTIONS TO PASS
2025/2026
Back of the House - ANS ✔✔support areas behind the scenes to improve a guest's stay, usually
have limited interaction with guests
Empowerment - ANS ✔✔giving employees the authority, tools, and information they need to
do their jobs and feel successful
Ethics - ANS ✔✔study of standards of conduct and moral judgement
Front of the House - ANS ✔✔individuals who come in contact with the guests
Guest Satisfaction - ANS ✔✔desired outcome of hospitality services
Inseparability - ANS ✔✔linkage of hospitality products and services
Intangible - ANS ✔✔cannot be sampled prior to purchase
National Restaurant Association (NRA) - ANS ✔✔association that represents restaurant owners
and the industry
Perishability - ANS ✔✔limited lifetime of hospitality products
Quality Control - ANS ✔✔error detection and prevention based on TQM or CQI
,Service Industry - ANS ✔✔take pride in caring about others as well as ourselves, ensures guests
receive outstanding service (goal)
Total Quality Management (TQM) - ANS ✔✔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? - ANS ✔✔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 - ANS ✔✔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? - ANS ✔✔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 - ANS ✔✔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 - ANS ✔✔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 - ANS ✔✔a system by which airline passengers can travel from one small
city to another via a hub at a major city
Interdependency - ANS ✔✔Each segment of tourism and hospitality industries is to some extent
depending on another one for its success
Multiplier effect - ANS ✔✔concept that refers to new money that is brought into a community
to pay for different aspects of leisure
Pacific Area Travel Association (PATA) - ANS ✔✔an association for the promotion of excellence
in travel within, and to and from, the pacific region
Tourism - ANS ✔✔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) - ANS ✔✔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. - ANS
✔✔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. - ANS ✔✔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. - ANS ✔✔Positive
: economic and social benefits
Negative : environmental impact and changing host communities
Business travelers - ANS ✔✔travel for business purposes
Capacity Requirement - ANS ✔✔the capacity of a destination for successful tourism
Cultural Tourism - ANS ✔✔tourism motivated by interest in cultural events
Ecotourism - ANS ✔✔responsible travel to natural areas that conserve the environment and
sustains the well-being of the local people
Heritage Tourism - ANS ✔✔tourism motivated by historic preservation
Infrastructure - ANS ✔✔the basic, constructed services
