NAME _____________________________________________________
DATE _________________________________
1.
Identifying smaller groups within a target market and developing products and services to satisfy these groups is called: a. franchising. b. market segmentation. c. demand marketing. d. supply marketing.
2.
Which of the following is often a characteristic of an extended stay hotel? a. several kinds of food and beverage services b. recreational and exercise facilities c. conference and meeting rooms d. limited housekeeping services
3.
Many hotel chains have grown by developing several different product brands, each aimed at specific groups of people. This growth strategy was stimulated by: a. guest loyalty programs. b. hotel rating services. c. market segmentation. d. travel management companies.
4.
James Burke is a regional trainer for a national software firm. He travels often and spends as little as one day and as much as two weeks with clients. Mr. Burke would probably consider staying at any of the following types of hotels EXCEPT ____________ hotels. a. commercial b. suite c. airport d. resort
5.
The mark of service quality in hotels is determined by: a. independent rating services. b. increasing service variability. c. consistent service delivery. d. variety of amenities offered.
6.
Hotels that maintain a relatively high ratio of staff members to guests are likely to provide
_____________ service. a. economy/limited b. mid-rang c. world-class d.
quality
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7.
The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew Drop Inn is probably a(n) ______________ property. a. chain property b. franchisee c. corporate d. independent
8.
A group of investors is planning to develop a conference center on the outskirts of a major city.
Financing opportunities depend on assuring the bank that the property will be operated by a professional staff. Which of the following would be an option for the investor group if none of them has a hospitality management background? a. forming a hotel chain b. contracting with a management company c. joining a referral group d. becoming an independent property
9.
All of the following are benefits enjoyed by hotels affiliated with franchise organizations or referral groups EXCEPT: a. expanded advertising. b. centralized purchasing. c. central reservation systems. d. rating services.
10.
Suite hotels have grown by providing services targeted to the needs of: a. business travelers. b. travel agencies. c. pleasure travelers. d. group tour wholesalers.
11.
Which of the following types of hotels would likely appeal MOST to pleasure travelers? a. airport hotels b. resort hotels c. residential hotels d. convention hotels
12.
Which of the following are primarily designed to create and sustain brand loyalty? a. quality service initiatives b. frequent traveler programs c. amenity innovations d. internal marketing programs
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1.
Which of the following best describes a mission statement? a. a description of a company’s target markets and how to reach them b. a five-year operational plan for increasing revenues c. a statement of the organization’s unique purpose d. an explanation of the activities an organization must perform to achieve its defined goals
2. Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: a. strategies. b. tactics. c. goals. d. responsibilities.
3. On a hotel organization chart, solid lines indicate relationships that involve: a. direct accountability. b. a high degree of communication and cooperation. c. functional equality. d. supervisory responsibility.
4. Dotted lines on the organization chart of a large full-service hotel would connect all of the following positions EXCEPT: a. sales director. b. catering director. c. reservations manager. d. rooms division manager.
5. In a large full-service hotel, the front office manager reports to: a. the general manager. b. the chief engineer. c. the rooms division manager. d. the security director.
6. In a large full-service hotel, the catering director is most likely to report to: a. the catering sales manager. b. the director of marketing and sales. c. the food and beverage director. d. the front office manager.
7. All of the following areas of a hotel are revenue centers EXCEPT: a. the front office department. b. the housekeeping department. c. the food and beverage department. d. the hotel operated gift shop.
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8. Which of the following areas of a hotel is a support center? a. hotel operated gift shop b. food and beverage department c. housekeeping department d. front office department
9. All of the following hotel departments are back-of-the-house areas EXCEPT the ______________ department. a. accounting b. food and beverage service c. housekeeping d. maintenance
10. Which of the following hotel departments is a front-of-the-house area? a. maintenance department b. housekeeping department c. food and beverage service department d. human resources department
11. All of the following are functions performed by front office staff EXCEP: a. selling guestrooms. b. maintaining accurate room status information. c. monitoring guest credit limits. d. providing baggage service from the lobby to guestrooms.
12. Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register guests, and maintain guest accounts. Judy works in the ______________ department. a. reservations b. sales c. front office d. uniformed services
13. All of the following front office positions are typically considered “tipped employees” EXCEPT: a. door attendants. b. front desk agents. c. bell attendants. d. concierges.
14. Which of the following departments employs the largest staff in the rooms division? a. the front office b. reservations c. uniformed services d. housekeeping
15. All of the following are considered functions of the human resources division EXCEPT: a. benefits. b. employee relations. c. compensation. d. marketing.
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16. Which of the following hotel divisions or departments would be primarily responsible for maintaining the grounds surrounding a hotel? a. rooms division b. uniform services department c. housekeeping department d. engineering division
17. A well-written job description can be used for all of the following purposes EXCEPT: a. evaluating job performance. b. determining appropriate staffing levels. c. defining the property’s mission and goals. d. aiding in the training and retraining of employees.
18. Which of the following allows employees to vary the times they start and end work? a. compressed work schedule b. flextime c. job sharing d. reasonable accommodation
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Chapter 1
1-b-C1, 2-d-C1, 3-c-C1, 4-d-C1, 5-b-C2, 6-c-C2, 7-c-C2, 8-d-C2, 9-d-C3, 10-b-C3, 11-d-C3, 12-a-C4, 13b-C4, 14-b-C5
Chapter 2.
1-c-C1, 2-c-C1, 3-a-C2, 4-d-C2, 5-c-C2, 6-c-C2, 7-b-C3, 8-c-C3, 9-b-C3, 10-c-C3, 11-d-C4, 12-c-C4, 13b-C4, 14-d-C4, 15-d-C5, 16-d-C5, 17-c-C6, 18-b-C6
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