How can a travel agent make a positive impression on clients?

What type of behavior involves establishing eye contact with hotel guests?

As a front-desk employee, Ben is courteous, patient, and helpful with all of the hotels’ guests. What behavioris Ben exhibiting?

Mary works in the lodging segment where she directs the employees who clean the property’ssleeping rooms and public areas, what is Mary's position?

What is a characteristic of a destination’s off-season?

What types of tours are likely to appeal to individuals who are active and athletic and enjoy taking physical risks?

What type of services do restaurants, banquets, and coffee shops provide to hospitality consumers?

Mr. and Mrs. Green are booking a trip to Myrtle Beach so they can play golf at several different of the golf courses in the area. What type of tourists are Mr. and Mrs. Green?

Which segment of the hospitality industry focuses on planning different types of trips?

What segment of the hospitality industry focuses on providing travelers with sleeping accommodations?

Pete learned that all the segments of hospitality and tourism impact one another and are hard to distinguish sometimes. Which characteristic applies to this relationship?

What destination is most likely to appeal to individuals who like to participate in cold-weather sports?

Which division of a resort maintains the property’s pool, gym, and exterior grounds?

Why is it important for tour-company employees from different departments to work together to satisfy tourists’ needs?

What departments are part of a resort’s food and beverage division?

What type of organization coordinates with a community’s hotels, restaurants, and entertainment venues tohelp their business clients plan large meetings and conferences?

What type of chart would Jason, a hotel manager use to show the relationships among the divisions anddepartments?

Shane oversees a lodging facility’s accounting activities, which position does he have?

Dee, a hotel guest, needs additional towels and linen. Which department should the hotel night manager work with to obtain additional towels and linens for the guest?

During which phase of the business cycle is travel and tourism most likely to increase?

What typically results when a destination’s hospitality and tourism businesses continuously attract visitors?

When tourists spend money at local attractions, the employees working at the local attractions earn income and spend a portion of their money at local restaurants and stores. What concept does this situation illustrate?

What tends to occur when a nation’s economy experiences an economic recession?

What is an advantage to a resort community that experiences an increase in travel and tourism?

What economic condition typically occurs during a popular vacation destination’s off-season?

Tami is coordinating for a concert of about 30,000 attendees. She is also coordinating with local hotels. Which activity is she addressing?

Kristin, an employee of Stonebridge Resort, is helping Mrs. Davenport make her room reservation for next month. In what process is Kristen engaging?

Which of the following is an infrequent factor that can affect a hotel's reservation forecast?

What do most hotels take into consideration when forecasting reservations?

The Windsor Hotel has 450 rooms. On Saturday night, 55 stay-over, 29 walk-in, and 276 reserved rooms were sold. What was the hotel's occupancy rate for Saturday night?

Which of the following is primary reason why a motel manager forecasts the facility’s occupancy rates?

Out of 110 motel room reservations, 10% were no-shows on Sunday. How many additional rooms did the hotel have for sale as a result?

130 rooms at The Starlight Hotel were occupied during the first weekend in March, including 26 walk-in guests. What percentage of rooms was occupied by walk-in guests?

What type of computer system do hotels use to determine their staffing needs?

If 250 hotel rooms need cleaned, and it takes 30 minutes to clean each room, how many labor hours should the hotel include in the housekeeping budget?

When is a beach resort more likely to increase its budget for labor hours?

A restaurant manager is assigning employees to work at certain times throughout the week. What work activity is the restaurant manager performing?

Why does a cruise ship need to calculate how long it takes to clean a cabin each day if all cabins must be cleaned by a certain time?

Which of the following lodging facilities is most likely to need higher staffing requirements?

A tour company schedules Janna and Michael to work four-hour shifts on Friday, Saturday, and Sunday to help cover the busiest time on those days. What type of schedule are Janna and Michael working?

If a resort reservationist typically processes 10 bookings per hour, and the resort processes 160 reservations during the 8-hour afternoon shift, how many full-time employees will the resort need on hand to book reservations during the shift?

Jack works at a motel’s front desk from 7:00 a.m. to 3:00 p.m. five days a week. What shift is Jack working?

Why do many hospitality businesses establish schedules so that employees’ work shifts overlap by 15 minutes?

A tour operator developed special tour packages for individuals who ride motorcycles. What did the tour operator use to segment the market?

Which of the following is an example of an intrinsic factor that often motivates individuals’ travel choices?

Which of the following is an example of leisure travel?

Sleep Well Motel is located near a major highway that is 100 miles away from a well-known beach destination, and the average stay of a guest is one night. What is the Sleep Well Motel’s target market?

Lily is traveling to Charleston, South Carolina, to attend her best friend’s wedding. What is the purpose of Lily’s trip?

What is an important consideration for most leisure travelers when they are planning their vacations?

Which of the following is an example of a language barrier that might occur in the hospitality industry?

Saudi Arabians wear conservative clothing that covers the entire body, while American tour guides often wear casual apparel while on the job. What cultural difference does this situation exemplify?

Why do airlines offer several menu options to accommodate their passengers?

Why is it important for hotel employees to learn about other cultures?

In some cultures, it is proper behavior to present flowers or chocolates to potential business partners before a meeting, while other cultures consider it inappropriate behavior. What cultural difference does this situation exemplify?

How can hospitality and tourism businesses help their employees embrace cultural diversity?

Hospitality and tourism employees speak different languages, and have different customs and beliefs. What type of workforce do these characteristics describe?

An airline flight departs from Montreal, Canada at 8:30 a.m. for Denver, Colorado, which is located in a time zone that is two hours behind Montreal. If the air travel time for the flight is three hours, what time will the aircraft arrive in Denver?

What is a primary factor that contributes to land pollution at tourist destinations?

Which of the following is a continent?

What should travel agents be able to explain to their clients who will be traveling to different parts of the world?

Many coastal destinations have strict building codes for beach homes and hotels due to climate changes, storms, and ocean currents that remove land and shift sand and rocks on the coastline. What is the result of these land changes at these destinations?

What form of promotion occurs when a property offers a chance to win a free night's lodging?

What advertising medium should a tour operator use to reach selective local audiences at low costs?

What type of market segmentation is a tour company using when it focuses on developing Alaskan tours and cruises?

A hotel reservationist says, “Mrs. Thompson, there are only two oceanfront suites left at the Ocean Sands Hotel, so you may want to book your trip as soon as possible.” What type of sales close is the hotel reservationist using?

What type of advertising is a resort using when it sends a postcard to its former guests?

A tour wholesaler is developing a guided bus tour for 55- to 70-year-old couples with an income between $60,000 - $100,000. How is the tour wholesaler segmenting the target market?

Which of the following questions should a travel agent ask to determine customers' needs in order to book them on the appropriate cruise?

Regency Hotel sent a special offer via “Tweet” to its Twitter followers. What method of marketing communications was used?

What is the primary goal of promotion in the hospitality and tourism industries?

What does an effective unique selling proposition do for a tour operator?

How is an amusement park positioning a new roller coaster ride when it focuses on the ride’s physical characteristics?

What type of service might a travel agent recommend to clients who want to tour Arizona, New Mexico, and California on their own at a leisurely pace?

Which of the following is an expectation of all hospitality and tourism customers?

Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?

A hotel restaurant employee said, “Mr. Jones, I took your breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” What inappropriate action did the employee take in handling the customer’s problem?

What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?

What is the last step in effectively handling a hotel guest’s complaint?

Why are “critical moments” during customer interactions important to a hospitality business?

Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?

Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited in the plane on the runway for several hours, which caused them stress and discomfort. Many of the passengers missed their connecting flights to their final destinations. Which of the following is the best action for the airline to take to compensate the passengers for their inconvenience and distress?

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

What do guests often do when they are very satisfied with a resort’s level of service?

Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?

A guest complained that s/he reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?

A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?

What type of security system enables hotels and restaurants to video-record activities such as robbery, shoplifting, and employee theft?

How can restaurant employees be helpful during a robbery?

To ensure security, the local hotel establishments should require all employees to display or wear which item on their clothing?

A hotel lobby has loose electrical wires coming out of a wall. What type of hazard does this situation exemplify?
NCCTE.9_12.ME.MH42.5.01

What type of system will notify the police that a robbery is in progress without the robbers’ knowledge that a robbery is in progress at a hospitality or tourism business?

What type of employees do coastal destinations hire to keep residents and visitors safe while they are on the beach and in the water?

What do hotels develop to help guests safely exit the property if a fire occurs?

Premier Resort takes proper precautions to dispose of the toxic cleaning chemicals that it uses on the property so it does not contaminate the water or soil. How is the resort exhibiting social responsibility?

Landon, a concierge with the Grand Marque Hotel, makes sure that he arrives to work on time every day. How is Landon exhibiting ethical workplace behavior?

A cruise line strives to conduct its business activities fairly and honestly. What type of behavior is the cruise line exhibiting?

Farrington Golf Resort sponsors a large golf tournament each year to raise money for the local children’s hospital. How is the resort exhibiting social responsibility in this situation?

Which of the following is a subject that hospitality businesses are prohibited from discussing with job applicants during the interview process?

A hotel chain wants to build a new facility in Tampa, Florida. What type of law will be a factor in determining where the hotel will be built in the Tampa area?

Marston Hotel encourages employees to value diversity in the workplace and strives to treat all of its employees fairly. How are these values most likely to affect the hotel’s work culture?