Copyright 2020 Pearson Education, Inc.

1 Copyright © 2020 Pearson Education, Inc.Introduction to Hospitality, 8e (Walker) Chapter 1 Introducing Hospitality 1) The word hospitality comes from

• hospital
• inns and taverns
• hospice
• All of the above

Answer: C

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

• non-nutritional
• a widely used vegetable in the southwest
• a symbol of hospitality
• a symbol of danger

Answer: C

3) Key to being successful in the hospitality industry is

• being service oriented
• waiting tables
• knowing how to cook
• bartending skills

Answer: A

4)Intangible means

• something the guest uses but does not possess
• assets of the business
• a souvenir purchased as a gift
• physical property

Answer: A

5) In the hospitality industry, the concept of perishability means

• spoiled food that must be discarded
• an unsold airline seat, hotel room or empty restaurant table
• it cannot be measured
• it is intangible

Answer: B

6) Inseparability refers to

• the fact that production and consumption occur independently
• hospitality products being inherently heterogeneous
• the fact that production and consumption occur simultaneously
• hospitality products are tangible

Answer: C

Introduction to Hospitality 8e John Walker, Josielyn Walker (Test Bank All Chapters, 100% Original Verified, A+ Grade) 1 / 4

2 Copyright © 2020 Pearson Education, Inc.7) Each of the following is a characteristic of the Hospitality Industry EXCEPT:

• characterized by shift work
• the service product and the guest are separate
• no such thing as business hours
• product is intangible and perishable

Answer: B

8) Mention of hospitality is found in writing dating back to

• Medieval times
• The Sumerians
• Ancient Greece and Rome
• The Silk Road

Answer: B

9) Anyone who receives or benefits from the output of someone's work is

• an internal guest
• an employee
• a vendor
• a guest

Answer: A

10) Internal customers are

• the employees
• restaurant dining room customers
• loyal customers who return often
• hotel guests

Answer: A

11) Quality guest service requires that we

• increase service advertising
• prioritize our profit motive
• focus on food quality
• understand our guests' needs

Answer: D

12) Associate empowerment leads to

• increased guest satisfaction
• increased productivity
• the Ritz Carlton associates spending up to $2,000 to make a guest completely happy
• all of the above

Answer: D

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3 Copyright © 2020 Pearson Education, Inc.13) Empowerment is

• delegated to management only
• a process that eliminates the need for management
• allowing all employees to make any decision they want
• a feeling of partnership in which employees feel responsible for their jobs and have a stake in

the organization's success

Answer: D

14) The central focus in hospitality is

• guest service
• attitude
• communication
• provide a big profit

Answer: A

15) Corporate philosophy

• embraces the values of the organization
• embraces the values of guests including ethics and equality
• embraces the values of the associates including ethics, morals, fairness, and equality
• A and C

Answer: A

16) Recruiters are looking for

• creativity
• well-rounded candidates
• honesty
• service-oriented people

Answer: D

17) The concept of protecting the natural resources of the planet while achieving corporate profitability is known as

• perishability
• operational values
• sustainability
• productivity

Answer: C

18) In the United States, which tavern was the Revolutionary Headquarters of General George Washington?

• Coles Ordinary
• Fraunces
• Krieger's
• A and C

Answer: B

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4 Copyright © 2020 Pearson Education, Inc.19) Who is regarded as the father of the modern restaurant?

• Pot au Feu
• Thomas Jefferson
• August Escoffier
• M. Boulanger

Answer: D

20) In the hospitality industry, the reason we are in business is

• to make a return on investment
• for society
• for non-consumers
• A and C

Answer: A

21) What is the reason for success in the hospitality industry?

• Handling guest complaints
• Being of assistance to all guests
• Service, service, service
• A and C

Answer: C

22) Pineapples are

• displayed on bedroom doors
• an exotic fruit reserved for hospitality students
• a symbol of hospitality
• A and C

Answer: D

23) The heart of the house is

• the front desk
• the concierge
• the doorman
• behind the scenes

Answer: D

24) In the hospitality industry, our services are mostly

• intangible
• tangible
• inseparable
• A and C

Answer: A

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