5552801
Descrição
Quiz por Chad Collins, atualizado more than 1 year ago
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Criado por Chad Collins
aproximadamente 8 anos atrás
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|
Questão 1
Questão
How can a travel agent make a positive impression on clients?
Responda
-
Ask very personal questions
-
Suggest several travel options
-
Focus on many tasks at one time
-
Maintain a professional appearance
Questão 2
Questão
What type of behavior involves establishing eye contact with hotel guests?
Responda
-
Vocal
-
Critical
-
Cultural
-
Nonverbal
Questão 3
Questão
As a front-desk employee, Ben is courteous, patient, and helpful with all of the hotels’ guests. What behavioris Ben exhibiting?
Responda
-
Interpersonal skills
-
Favorable ethical traits
-
A positive sales aptitude
-
An appropriate use of humor
Questão 4
Questão
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?
Responda
-
Property supervisor
-
Maintenance manager
-
Front-desk supervisor
-
Housekeeping manager
Questão 5
Questão
What is a characteristic of a destination’s off-season?
Responda
-
More outdoor events are scheduled
-
Restaurant sales increase
-
Tourism is high
-
Tourism is low
Questão 6
Questão
What types of tours are likely to appeal to individuals who are active and athletic and enjoy taking physical risks?
Responda
-
Cultural
-
Domestic
-
Adventure
-
International
Questão 7
Questão
What type of services do restaurants, banquets, and coffee shops provide to hospitality consumers?
Responda
-
Lodging accommodations
-
Means of transportation
-
Food and beverage
-
Entertainment
Questão 8
Questão
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?
Responda
-
Cultural
-
Heritage
-
Educational
-
Special interest
Questão 9
Questão
Which segment of the hospitality industry focuses on planning different types of trips?
Responda
-
Recreation
-
Tourism
-
Lodging
-
Travel
Questão 10
Questão
What segment of the hospitality industry focuses on providing travelers with sleeping accommodations?
Responda
-
Tourism
-
Lodging
-
Culinary
-
Entertainment
Questão 11
Questão
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?
Responda
-
They all require lodging accommodations.
-
They all provide entertainment.
-
They are all dissimilar.
-
They are interrelated.
Questão 12
Questão
What destination is most likely to appeal to individuals who like to participate in cold-weather sports?
Responda
-
Florida amusement park
-
Colorado snow ski resort
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South Carolina beach hotel
-
Southern California golf resort
Questão 13
Questão
Which division of a resort maintains the property’s pool, gym, and exterior grounds?
Responda
-
Controller
-
Rooms
-
Engineering
-
Human Resources
Questão 14
Questão
Why is it important for tour-company employees from different departments to work together to satisfy tourists’ needs?
Responda
-
To achieve company's goals
-
To maximize negotiation leverage
-
To improve company's brand
-
To monitor trends in the tourism industry
Questão 15
Questão
What departments are part of a resort’s food and beverage division?
Responda
-
Purchasing and catering
-
Banquets and restaurants
-
Room service and marketing
-
Sales and concierge services
Questão 16
Questão
What type of organization coordinates with a community’s hotels, restaurants, and entertainment venues tohelp their business clients plan large meetings and conferences?
Responda
-
National tourism boards
-
Local retail travel agencies
-
State commerce associations
-
Local convention and visitors bureaus
Questão 17
Questão
What type of chart would Jason, a hotel manager use to show the relationships among the divisions anddepartments?
Responda
-
Scatter
-
Analytical
-
Composition
-
Organizational
Questão 18
Questão
Shane oversees a lodging facility’s accounting activities, which position does he have?
Responda
-
Cashier
-
Controller
-
General manager
-
Human resources director
Questão 19
Questão
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?
Responda
-
Housekeeping
-
Room service
-
Maintenance
-
Purchasing
Questão 20
Questão
During which phase of the business cycle is travel and tourism most likely to increase?
Responda
-
Trough
-
Contraction
-
Expansion
-
Recession
Questão 21
Questão
What typically results when a destination’s hospitality and tourism businesses continuously attract visitors?
Responda
-
The local economy thrives.
-
The local economy declines.
-
Local businesses are more likely to fail.
-
Local residents have less money to spend.
Questão 22
Questão
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?
Responda
-
The economic multiplier
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The competitive advantage
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The channels of distribution
-
The law of diminishing returns
Questão 23
Questão
What tends to occur when a nation’s economy experiences an economic recession?
Responda
-
Lodging facilities expand their operations
-
The food and beverage industry grows rapidly
-
Consumers save their money and reduce their travel
-
The workforce grows and spends less money on tourism
Questão 24
Questão
What is an advantage to a resort community that experiences an increase in travel and tourism?
Responda
-
Higher inflation rates
-
Less government regulation
-
Lower domestic gross product
-
More employment opportunities
Questão 25
Questão
What economic condition typically occurs during a popular vacation destination’s off-season?
Responda
-
Increase in tourism
-
Lower interest rates
-
Higher unemployment
-
Decrease in tax rates
Questão 26
Questão
Tami is coordinating for a concert of about 30,000 attendees. She is also coordinating with local hotels. Which activity is she addressing?
Responda
-
The inflation rate increases.
-
The demand for hotel rooms increases.
-
The demand for transportation decreases.
-
The local economy experiences a contraction.
Questão 27
Questão
Kristin, an employee of Stonebridge Resort, is helping Mrs. Davenport make her room reservation for next month. In what process is Kristen engaging?
Responda
-
Booking a reservation
-
Promoting
-
Forecasting
-
Directing
Questão 28
Questão
Which of the following is an infrequent factor that can affect a hotel's reservation forecast?
Responda
-
Blocked rooms for groups
-
Facility remodeling activities
-
Percentage of walk-in guests
-
Percentage of no-show guests
Questão 29
Questão
What do most hotels take into consideration when forecasting reservations?
Responda
-
Check-in delays
-
Vacancy percentages
-
Accommodation styles
-
Expected cancellations
Questão 30
Questão
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?
Responda
-
85%
-
90%
-
80%
-
75%
Questão 31
Questão
Which of the following is primary reason why a motel manager forecasts the facility’s occupancy rates?
Responda
-
To understand the motel’s market share
-
To research new market segments
-
To predict competitors’ activities
-
To estimate the motel’s staff on-site
Questão 32
Questão
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?
Responda
-
12
-
11
-
13
-
9
Questão 33
Questão
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?
Responda
-
20%
-
15%
-
12%
-
24%
Questão 34
Questão
What type of computer system do hotels use to determine their staffing needs?
Responda
-
Data mining system
-
Project mediation system
-
Property management system
-
Marketing information system
Questão 35
Questão
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?
Responda
-
125
-
130
-
140
-
135
Questão 36
Questão
When is a beach resort more likely to increase its budget for labor hours?
Responda
-
After the holidays
-
During off season
-
During peak season
-
Before the night shift
Questão 37
Questão
A restaurant manager is assigning employees to work at certain times throughout the week. What work activity is the restaurant manager performing?
Responda
-
Directing
-
Evaluating
-
Scheduling
-
Forecasting
Questão 38
Questão
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?
Responda
-
To keep track of attendance
-
To schedule staff vacations
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To purchase sheets and towels
-
To maintain cleaning procedures
Questão 39
Questão
Which of the following lodging facilities is most likely to need higher staffing requirements?
Responda
-
A 50-unit economy motel
-
A large, full-service convention hotel
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An upscale, 15-room bed and breakfast inn
-
A lakeside campground with several campsites
Questão 40
Questão
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?
Responda
-
Exempt
-
Cyclical
-
Part-time
-
Frictional
Questão 41
Questão
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?
Responda
-
5
-
4
-
3
-
2
Questão 42
Questão
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?
Responda
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Day
-
Swing
-
Night
-
Afternoon
Questão 43
Questão
Why do many hospitality businesses establish schedules so that employees’ work shifts overlap by 15 minutes?
Responda
-
To maintain a positive attitude among employees
-
To provide employees with in-depth training
-
To ensure a smooth shift transition
-
To increase the payroll expenses
Questão 44
Questão
A tour operator developed special tour packages for individuals who ride motorcycles. What did the tour operator use to segment the market?
Responda
-
Ethnicity
-
Life cycle
-
Demographics
-
Psychographics
Questão 45
Questão
Which of the following is an example of an intrinsic factor that often motivates individuals’ travel choices?
Responda
-
Safety needs
-
Social reasons
-
Cultural values
-
Family expectations
Questão 46
Questão
Which of the following is an example of leisure travel?
Responda
-
Ryan flies to Boston to make a sales presentation.
-
Rachel rides a train to Dallas to attend a trade show.
-
Thomas flies to Florida to visit his parents for a week.
-
Tara drives to San Francisco to sign a contract on her employer’s behalf.
Questão 47
Questão
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?
Responda
-
Transient traveler
-
College students
-
Married couples
-
Businesspeople
Questão 48
Questão
Lily is traveling to Charleston, South Carolina, to attend her best friend’s wedding. What is the purpose of Lily’s trip?
Responda
-
Relaxation
-
Visit family
-
Sightseeing
-
Special event
Questão 49
Questão
What is an important consideration for most leisure travelers when they are planning their vacations?
Responda
-
Travel budget
-
Airline seating
-
Checkout process
-
Banquet facilities
Questão 50
Questão
Which of the following is an example of a language barrier that might occur in the hospitality industry?
Responda
-
Inappropriate clothing
-
Incorrect translations
-
improper hand gestures
-
Offensive facial expressions
Questão 51
Questão
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?
Responda
-
Gestures
-
Verbal cues
-
Holiday traditions
-
Personal appearance
Questão 52
Questão
Why do airlines offer several menu options to accommodate their passengers?
Responda
-
Because table manners differ by nationality
-
Because dietary habits often vary by culture
-
Because lunch is usually the largest meal of the day
-
Because most passengers expect large meals on short flights
Questão 53
Questão
Why is it important for hotel employees to learn about other cultures?
Responda
-
To eliminate all guests’ complaints
-
To reduce differences in social classes
-
To prevent costly bookkeeping mistakes
-
To avoid offending coworkers and guests
Questão 54
Questão
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?
Responda
-
Gift-giving protocol
-
Dining etiquette
-
Social status
-
Gender roles
Questão 55
Questão
How can hospitality and tourism businesses help their employees embrace cultural diversity?
Responda
-
Provide training
-
Emphasize differences
-
Develop presentations
-
Encourage stereotypes
Questão 56
Questão
Hospitality and tourism employees speak different languages, and have different customs and beliefs. What type of workforce do these characteristics describe?
Responda
-
Homogeneous
-
Collaborative
-
Diverse
-
Skilled
Questão 57
Questão
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?
Responda
-
11:30am
-
8:30am
-
9:30am
-
10:30am
Questão 58
Questão
What is a primary factor that contributes to land pollution at tourist destinations?
Responda
-
Improper waste disposal
-
Airline fuel emissions
-
Water-level changes
-
Smoke-stack filters
Questão 59
Questão
Which of the following is a continent?
Responda
-
Hawaii
-
France
-
Africa
-
Maine
Questão 60
Questão
What should travel agents be able to explain to their clients who will be traveling to different parts of the world?
Responda
-
Time zones
-
Import laws
-
Local ordinances
-
Zip-code systems
Questão 61
Questão
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?
Responda
-
Air pollution
-
Beach erosion
-
Natural disasters
-
Climate changes
Questão 62
Questão
What form of promotion occurs when a property offers a chance to win a free night's lodging?
Responda
-
Sales promotion
-
Public relations
-
Personal selling
-
Product placement
Questão 63
Questão
What advertising medium should a tour operator use to reach selective local audiences at low costs?
Responda
-
Regional newspaper
-
National television
-
Direct mail
-
Radio
Questão 64
Questão
What type of market segmentation is a tour company using when it focuses on developing Alaskan tours and cruises?
Responda
-
Organic
-
Geographic
-
Demographic
-
Psychographic
Questão 65
Questão
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?
Responda
-
Direct
-
Bonus
-
Standing room only
-
Assumptive
Questão 66
Questão
What type of advertising is a resort using when it sends a postcard to its former guests?
Responda
-
Specialty
-
Direct mail
-
Out-of-home
-
Mass advertising
Questão 67
Questão
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?
Responda
-
Psychographics
-
Demographics
-
Geographics
-
Typographics
Questão 68
Questão
Which of the following questions should a travel agent ask to determine customers' needs in order to book them on the appropriate cruise?
Responda
-
"Why do you want to take a cruise?"
-
"Where are you interested in going on your cruise?"
-
"Do you like to spend a lot of money on vacation?"
-
"Why do you want to go on a cruise during this the time of year?"
Questão 69
Questão
Regency Hotel sent a special offer via “Tweet” to its Twitter followers. What method of marketing communications was used?
Responda
-
Print advertising
-
Word-of-mouth
-
Social media
-
Opt-out email
Questão 70
Questão
What is the primary goal of promotion in the hospitality and tourism industries?
Responda
-
To develop distribution strategies
-
To monitor similar businesses
-
To identify product segments
-
To create product demand
Questão 71
Questão
What does an effective unique selling proposition do for a tour operator?
Responda
-
Simulates interest in the tour product
-
Maximizes the tour operator’s efficiency
-
Enables the tour operator to set financial goals
-
Ensures that tourists purchase the tour product
Questão 72
Questão
How is an amusement park positioning a new roller coaster ride when it focuses on the ride’s physical characteristics?
Responda
-
Attributes
-
Quality
-
Status
-
Value
Questão 73
Questão
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?
Responda
-
Car rental
-
Motorcoach
-
Regional airline
-
High-speed train
Questão 74
Questão
Which of the following is an expectation of all hospitality and tourism customers?
Responda
-
To achieve self-actualization needs
-
To be treated with respect by employees
-
To obtain adequate sleeping accommodations
-
To pay the minimal amount for goods and services
Questão 75
Questão
Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?
Responda
-
A service encounter
-
A guest complaint
-
A brand element
-
A guest inquiry
Questão 76
Questão
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?
Responda
-
Providing a sincere apology
-
Placing blame on someone else
-
Offering to correct the food order
-
Asking the manager to handle the issue
Questão 77
Questão
What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
Responda
-
Accetance
-
Esteem
-
Safety
-
Shelter
Questão 78
Questão
What is the last step in effectively handling a hotel guest’s complaint?
Responda
-
Apologizing to the guest for making the mistake
-
Following up with the guest to ensure satisfaction
-
Asking the appropriate employee to solve the problem
-
Listening to the customer’s complaint to determine what to do
Questão 79
Questão
Why are “critical moments” during customer interactions important to a hospitality business?
Responda
-
During these critical moments, employees gather information about the business.
-
During these critical moments, customers form impressions about the business.
-
During these critical moments, managers establish policies that guide business activities.
-
During these critical moments, employees receive necessary training to perform their jobs
Questão 80
Questão
Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?
Responda
-
Baggage claim
-
Internet access
-
Self-checkout kiosks
-
Food-vending machines
Questão 81
Questão
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?
Responda
-
Offer the passengers a quick apology
-
Refund the passengers’ money for the flight
-
Develop a press release to explain the situation
-
Provide the passengers a small discount on meals
Questão 82
Questão
When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?
Responda
-
Establishing political alliances with his coworkers
-
Promoting the hotel by sharing his experiences with others
-
Encouraging his coworkers to treat each other with respect
-
Building positive customer relationships through quality service
Questão 83
Questão
What do guests often do when they are very satisfied with a resort’s level of service?
Responda
-
Make reservations for next year’s vacation with a competitor
-
Tell others about their problems with the accommodations
-
Encourage coworkers and friends to visit local attractions
-
Recommend the resort to family and friends
Questão 84
Questão
Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?
Responda
-
Building a clientele
-
Using suggestion selling
-
Developing a prospect list
-
Training contracted workers
Questão 85
Questão
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?
Responda
-
Ask housekeeping to clean the room
-
Provide the guest with extra towels
-
Offer to give the guest a discount
-
Ignore the guest’s complaint
Questão 86
Questão
A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?
Responda
-
Apologize for the mistake and correct the food order.
-
Ask the guest if s/he would be willing to keep the meal.
-
Have the manager talk with the guest about the problem.
-
Go to the kitchen and tell the chef that s/he made a mistake.
Questão 87
Questão
What type of security system enables hotels and restaurants to video-record activities such as robbery, shoplifting, and employee theft?
Responda
-
Two-way radio
-
Motion detection
-
Electronic locking
-
Closed-circuit television
Questão 88
Questão
How can restaurant employees be helpful during a robbery?
Responda
-
Be aggressive
-
Be talkative
-
Be observant
-
Be sincere
Questão 89
Questão
To ensure security, the local hotel establishments should require all employees to display or wear which item on their clothing?
Responda
-
Magnetic inspection card
-
Photo identification card
-
Passport
-
License
Questão 90
Questão
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
Responda
-
Precautionary
-
Chemical
-
Biological
-
Safety
Questão 91
Questão
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?
Responda
-
Silent alarm
-
Smoke alarm
-
Manual locking system
-
Automatic audio system
Questão 92
Questão
What type of employees do coastal destinations hire to keep residents and visitors safe while they are on the beach and in the water?
Responda
-
Firefighters
-
Lifeguards
-
Security guards
-
Healthcare workers
Questão 93
Questão
What do hotels develop to help guests safely exit the property if a fire occurs?
Responda
-
Blueprint
-
Evacuation plan
-
Check-out policy
-
Surveillance plan
Questão 94
Questão
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?
Responda
-
It is following consumer-protection laws.
-
It is protecting the natural environment.
-
It is following travel security regulations.
-
It is honoring workers’ labor rights.
Questão 95
Questão
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?
Responda
-
He is independent.
-
He is empathetic.
-
He is reliable.
-
He is tactful.
Questão 96
Questão
A cruise line strives to conduct its business activities fairly and honestly. What type of behavior is the cruise line exhibiting?
Responda
-
Accommodating
-
Resourceful
-
Enthusiastic
-
Ethical
Questão 97
Questão
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?
Responda
-
By providing local residents with jobs
-
By encouraging guests to volunteer
-
By supporting political campaigns
-
By hosting a charitable event
Questão 98
Questão
Which of the following is a subject that hospitality businesses are prohibited from discussing with job applicants during the interview process?
Responda
-
Health issues
-
Job qualifications
-
Work experience
-
Education background
Questão 99
Questão
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?
Responda
-
Safety
-
Estate
-
Zoning
-
Contract
Questão 100
Questão
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?
Responda
-
The work culture is more likely to have stressed-out employees.
-
The work culture is more likely to be positive and collaborative.
-
The work culture is more likely to encourage stereotyping.
-
The work culture is more likely to be rigid and inflexible.
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