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1 Copyright © 2019 Pearson Education, Inc.Exploring the Hospitality Industry, 4e (Walker) Chapter 1 Hospitality Spirit 1) When someone in the back of the house is serving someone in the front of the house, this is

called:

• Work ethics
• Workplace dynamics
• Checks and balances
• The essence of teamwork

Answer: D

2) Since its introduction, the pineapple has been internationally recognized as:

• a symbol for food establishments
• a widely used vegetable in the South
• a symbol of hospitality, friendliness, warmth, and cheer
• a gift from sea captains to yacht passengers

Answer: C

3) The interrelated nature of hospitality and tourism means that:

• one should know all the areas of the industry in order to work in it
• a person must like to travel in order to be a successful restaurant manager
• all areas under the umbrella of the industry have an effect on each other
• hospitality employees make the best tourists

Answer: C

4) Hospitality has become a global village, embracing inclusion and:

• diversity
• ethics
• recreation
• travel

Answer: A

5) In the hospitality industry, perishability means:

• overordering beverage products for the bar
• an unsold airline seat, hotel room, or empty restaurant table
• it is intangible
• it cannot be measured

Answer: B

6) A commitment to excellence should begin:

• after graduation from school
• once a person becomes a manager
• at the start of the college career
• at the beginning of one's hospitality career

Answer: D

Exploring the Hospitality Industry 4e John Walker (Test Bank All Chapters, 100% Original Verified, A+ Grade) 1 / 4

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7) Great service:

• can result in repeat business
• is very simple to achieve
• happens in all hospitality industry
• is not expected by most guests

Answer: A

8) Based on the book At America's Service, which of the following is not one of the seven deadly sins of service?

• Apathy
• Making eye contact
• Coldness
• Runaround

Answer: B

9) Approximately what percentage of the U.S. and Canadian economy is engaged in service industries?

A) 85%

B) 30%

C) 70%

D) 100%

Answer: C

10) A guest is anyone who:

• receives or benefits from the output of someone's work
• stays at a lodging property for more than one night
• is willing to pay for a service product
• travels further than 50 miles

Answer: A

11) In the book Service America there are two basic kinds of service. They are "Help me" and

________.

• Serve me
• Talk to me
• Fix it
• Support me

Answer: C

12) Internal customers are:

• those who have checked into the hotel
• those who have been seated in a restaurant dining room
• loyal customers who return frequently
• the people inside any company who receive or benefit from the output of work done by others

in the company

Answer: D

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13) Guest loyalty is:

• keeping guests happy and returning as future guests
• putting regular customers before first-time customers
• overbooking reservations for regular customers and giving them priority
• not important if you have great food

Answer: A

14) Moments of truth are:

• times when you hope things will work out well
• guest encounters
• times when a business is short staffed and makes it through a shift without "comping" meals
• infrequent in the hospitality industry

Answer: B

15) Which of the following would not be a moment of truth?

• Calling a restaurant for a reservation
• Server taking your order
• Your car not starting when it is time to leave for your reservation
• Guest calling for directions while trying to find the restaurant

Answer: C

16) The Ritz-Carlton Hotel Company, under the leadership of Horst Schulze, received which prestigious award for quality in both 1992 and 1999?

• The American Hotel Association Award for Quality Lodging
• Six Sigma Award
• The Malcolm Baldrige National Quality Award
• The National Restaurant Association Guest Quality Award

Answer: C

17) TQM, or Total Quality Management, is:

• difficult to implement in the hospitality industry
• most effective in an environment where computers are used
• usually used only in back-of-the-house operations
• a continuous process that works best when managers are also good leaders

Answer: D

18) The difference between TQM (total quality management) and QC (quality control) is which of the following?

• TQM focuses on error detection, while QC focuses on error prevention.
• TQM focuses on retention of employees, while QC focuses on employee development.
• TQM focuses on error prevention, while QC focuses on error detection.
• TQM focuses on job skills, while QC focuses on job performance.

Answer: C

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19) Empowerment is:

• a feeling of partnership in which employees feel responsible for their jobs and have a stake in

the success of the organization

• allowing all employees to make their own decisions
• a process that eliminates the need for middle management
• very risky for the hospitality industry

Answer: A

20) In order to empower employees, managers should do all of the following except:

• take risks and delegate
• share information and foster a learning environment
• involve employees
• hold employees accountable for making decisions

Answer: D

21) All of the following are key elements of Disney's guest service except:

• providing complimentary parking
• training leaders to become coaches
• measuring guest satisfaction
• communicating the traditions and standards of service to all cast members

Answer: A

22) Ethics is:

• not about personal value systems but business values
• a set of moral principles and values used to answer questions about right and wrong
• a cost to the service industry
• normally just a management concern

Answer: B

23) Which of the following could be considered unethical?

• Seeking a fair and honest profit
• Working to protect the environment by recycling when no process exists
• Publishing work performance standards
• Accepting a gift from a purveyor for continuing to use their services

Answer: D

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