2010 DECA U Provincial Conference
Hospitality
HSP
DO NOT OPEN THIS BOOKLET UNTIL INTRUCTED.
YOU WILL HAVE 75 MINUTES TO COMPLETE ALL QUESTIONS
DO NOT WRITE ON THE BOOKLET. BUBBLE ANSWERS ON THE SCANTRON SHEET.
2010 DECA U Provincial Conference
Hospitality
1. Which of the following types of lodging accommodations would best be suited for a business traveler
wanting a room with a kitchen, housekeeping services, and laundry facilities for a two-week period of time:
A. Resort hotel
C. Commercial hotel
B. Full-service hotel
D. Extended-stay hotel
2. It's the end of the winter season, and your resort gift shop still has a warehouse full of the winter goods that
the shop has been selling since the beginning of the season. Which of the following was most likely not
taken into consideration in the shop's buying policy:
A. The right time
C. The right goods
B. The right quantity
D. The right place
3. Buyer Jones is negotiating a contract to purchase a large quantity of hotel supplies from Seller Brown.
There are several things Jones wants Brown to agree to before Jones will agree to buy. What is this buyer
asking for?
A. Commitments
B. Consequences
C. Concessions
D. Commissions
4. What do many hotels do with the money they have accumulated as a result of periods of positive cash
flow?
A. Buy personal items
C. Reinvest the funds
B. Spend all available cash
D. Purchase excess supplies
5. Which of the following equipment is used to list all of the charges incurred by a hotel guest:
A. Posting machine
C. Calculator
B. Credit-card imprinter
D. Cash register
6. What do existing motels usually base their estimations on in order to develop realistic budgets?
A. Industry data
C. Past performance
B. Governmental information
D. Competitors' activities
7. A large golf resort with a quality culture would have executive-level managers who are
A. committed, involved, and take responsibility for quality.
B. good at delegating all commitments for quality assurance.
C. deceitful, noncommitted, and not responsible for quality.
D. able to enlist the expertise of outside contractors for quality.
8. Which of the following is the main advantage to a hotel of using electronic cards rather than metal room
keys:
A. Guests are more likely to lose keys than cards.
B. Installation costs are less for the electronic system.
C. Fewer employees are needed with an electronic key system.
D. Safety and security are increased for guests and property.
9. The two best ways to send a document by e-mail are by
A. rekeying the document as an e-mail or by sending a file attachment.
B. including it as a file attachment or by pasting it into the body of the e-mail.
C. rekeying the document in the e-mail or by creating a hyperlink to the document.
D. creating a hyperlink to the document or by pasting it into the body of an e-mail.
10. When operating a two-way radio to communicate with other departments in the convention hotel, it is
necessary to
A. use the talk button.
C. dial the number.
B. type in the message.
D. hit the send key.
11. Which of the following situations is an example of a speculative risk that a suite hotel might face:
A. The delivery service loses an order.
B. A thief steals the daily bank deposit.
C. A competitor opens a property on the same block.
D. Equipment stored in the basement is damaged by water.
2010 DECA U Provincial Conference
Hospitality
12. Which of the following would be the primary job responsibility of a hotel/motel security officer:
A. Cash checks
C. Prepare for bomb threats
B. Carry luggage
D. Protect life and property of guests
13.
Which of the following strategies would provide a motel owner the best chance of minimizing the risk of
burglary:
A. Installing high-quality locks
C. Placing floodlights on rear entrances
B. Selecting the motel site carefully
D. Installing nonsupervised alarm systems
14. Which of the following governmental agencies deals with the health and safety of employees:
A. ICC
B. FTC
C. OSHA
D. OASDI
15. What should a resort keep on hand in the event that a guest becomes seriously ill while staying on the
property?
A. Selection of first-aid supplies
C. Variety of complex medical equipment
B. List of nearby medical facilities
D. Names of medically trained employees
16. What group of employees receives some protection under the law from arbitrary discrimination such as
being fired for no cause?
A. Persons over the age of 40
C. Persons who are temporaries
B. Persons earning minimum wage
D. Persons working as freelancers
17. The Houghten Hotel was overbooked and had to turn away an individual with a telephone confirmation.
Since the Super Bowl was in town, the individual was forced to take the only available room which was
located in an unsafe part of town. The individual was attacked while sleeping and sued the Houghten
Hotel. What is the likely outcome of a lawsuit against the property?
A. The case will be dismissed because the individual was able to find a room elsewhere.
B. The property will be required to pay damages to the individual for breaking a legal contract.
C. The individual will not be entitled to damages because s/he did not receive a written confirmation.
D. The property will be forced to pay a fine for committing fraud by pretending to have a room
available.
18. A guideline for effective, written business communication is to write concise letters that immediately explain
to the reader the
A. purpose of the message.
C. company's goals.
B. purpose of the company.
D. company's structure.
19. What should a hotel switchboard operator know how to use to answer calls placed by the hearing
impaired?
A. TDD device
C. Voice mail
B. Fax machine
D. PBX system
20. What factor should a hotel manager consider when giving directions for completing job tasks?
A. The audience
C. The industry
B. The organization
D. The profession
21. Which of the following is confidential information that would be unethical for an employee to provide to
others without permission from the resort:
A. Posting of available positions
C. Well-publicized expansion plans
B. List of employees who will be promoted D.
Dates of an upcoming special event
22. A national chain of full-service hotels that needs to provide each hotel restaurant with a continuous supply
of goods might decide to set up a distribution system that involved the use of
A. air carriers.
C. shipping tags.
B. local warehouses.
D. mechanized devices.
23. Which of the following is a direct channel of distribution for consumer goods and services:
A. Producer to industrial user
C. Producer to ultimate consumer
B. Producer to retailer to consumer
D. Producer to distributor to consumer
2010 DECA U Provincial Conference
Hospitality
24. What is the gross amount due on an invoice if the total cost of the items is $94.20, shipping charges are
$6.75, and a discount of $4.70 applies?
A. $89.50
C. $96.25
B. $94.20
D. $100.95
25. Hotel restaurants store frozen foods in freezers and fresh fruits and vegetables in coolers in order to
prevent
A. inventory shrinkage.
C. shipping damage.
B. employee theft or pilferage.
D. contamination and spoilage.
26. Which of the following is one of the first steps in maintaining adequate inventory levels of the hotel's
housekeeping supplies :
A. Negotiating purchase price
C. Scheduling delivery dates
B. Ordering replacement goods
D. Monitoring stock on hand
27. When developing purchasing procedures, a hotel food and beverage manager often selects appropriate
buying methods in relation to the
A. cash on hand for purchase.
C. guests' menu preferences.
B. vendor's management structure.
D. type of product that is needed.
28. Which of the following factors used to evaluate channel members for selection usually has the lowest
priority:
A. Cost
B. Reliability
C. Distance
D. Service
29. An economic good or service that is scarce is one that is
A. not made in America.
C. readily available.
B. in limited supply.
D. not test-marketed.
30. The price that seldom, if ever, actually exists in the marketplace is the __________ price.
A. market
B. relative
C. equilibrium
D. list
31. Which of the following is one type of information needed to compute the gross profit of a hotel gift shop:
A. Operating expenses
C. Market share
B. Net profit
D. Income from sales
32. One way that competition helps to build a prosperous society is by
A. offering more services.
C. eliminating diseases.
B. creating new jobs.
D. conducting research.
33. As a management trainee in a large ski resort, Ron spends three weeks working in each of the various
departments. This is an example of job
A. enrichment.
B. orientation.
C. rotation.
D. interdependency.
34. Which of the following is a commonly used bank credit card:
A. Visa
B. Shell Oil
C. Diners Club
D. Macy's
35. What are general considerations that convention hotels must evaluate when assessing their ongoing
marketing-information needs?
A. Variables and statistical range
C. Sample size and measurement
B. Data relevancy and application
D. Production standards and mode
36. Methods of gathering customer data might include questionnaires, surveys, observation, focus groups,
interviewing, and
A. mailing a brochure.
C. circulating flyers.
B. writing an article.
D. collecting people's stories.
2010 DECA U Provincial Conference
Hospitality
37. Why do sales managers develop group profiles, or summaries, for each convention booking at the hotel?
A. So the hotel sales staff can develop appropriate promotional materials
B. To identify the level of service satisfaction during the convention
C. Because each group or organization has different needs and wants
D. To determine the amount of property tax that the group must pay for hotel services
38. Which of the following is an advantage of collecting primary data for a marketing research project:
A. The market researcher may influence the consumer's response.
B. Collecting primary data is inexpensive.
C. Primary data are the data most closely related to the project.
D. Primary data can be gathered quickly.
39. Which of the following statements is an example of a measure of central tendency:
A. Twelve members of the community swim team are fifteen years old.
B. The average U.S. male buys frozen pizza four times every thirty days.
C. Morrow County lodging taxes have increased five percent in six months.
D. The distance between Motel A and Motel B is 55 kilometers.
40. A marketing plan of action to achieve objectives is known as a marketing
A. mix.
B. goal.
C. tactic.
D. strategy.
41. Which of the following is an aspect of a hotel chain's marketing strategy that might need to be revised to
appeal to international customers:
A. Purchasing
B. Warehousing
C. Advertising
D. Scheduling
42. Which of the following is not a demographic characteristic:
A. Location
B. Life stage
C. Income
D. Age
43. A start-up business is most likely to enter which of the following target markets:
A. The target market that most closely matches its customer profile
B. The market with the most direct competitors
C. The international market in undeveloped countries
D. All of the potential target markets the business might have in the future
44. A large economy motel chain announced plans to open a property in a new city whose motels adjusted
their sales forecasts because of the __________ change.
A. market
B. population
C. economic
D. competitive
45. A motel that spends 7% of sales on promotion develops a marketing plan to increase its current sales of
$675,450 by 6% next year. If the plan succeeds, what will the motel's sales be next year?
A. $715,977
B. $709,222
C. $722,731
D. $731,486
46. One of the direct benefits to individuals of being part of a team is that it can improve
A. job satisfaction. B. overall productivity
C. expense control. D. product quality.
47. What should a hotel employee do with a camera that has been left in a room by a guest who has
checked out?
A. Donate the camera to a local charity
B. Take the camera to the room inspector
C. Sell the camera to a local thrift shop
D. Place the camera in the lost and found storage area
48. In order for the hotel's maintenance department to accurately process maintenance requests, it is
important for the front desk to include the
A. room number, date, and the name of the guest making the complaint.
B. room number and type of repair staff needed.
C. room number, date, and a well-written description of the problem.
D. date of complaint and guest registered in the room with the problem.
2010 DECA U Provincial Conference
Hospitality
49. An bed and breakfast calling guests to remind them of the date that they scheduled to arrive for a
weekend getaway is an example of
A. establishing priorities.
C. organizing workloads.
B. arranging appointments.
D. confirming reservations.
50. How can lodging facilities best accommodate guests who have special needs during their stay?
A. Ask guests if they need special accommodations and make a notation during the reservation
process
B. Train each hotel employee in sign language to accommodate guests with hearing impairments
C. Have front desk employees provide guests with a special-needs questionnaire during the checkin process
D. Make sure that the hotel has ample wheelchairs and walkers available for guests with mobility
impairments
51. When authorizing a guest's payment by check, hospitality businesses often require employees to
A. have the guest pay for check processing fees in advance.
B. verify that the guest has endorsed the check after it is written.
C. ask the guest to postdate the check by no more than thirty days.
D. compare the signature on the check with the one on a form of photo identification.
52. Sales supervisors for resort gift shops turn off lights, lock doors, and check storage areas as part of
A. placing advertising.
C. closing the store.
B. warehousing merchandise.
D. gathering intelligence on competitors.
53. Which of the following lodging facilities is most likely to offer shuttle service to the airport:
A. Rural bed and breakfast
C. Economy motel
B. Full-service metropolitan hotel
D. Extended-stay motor lodge
54. When handling various waste and chemical products, hotel employees can reduce the risk of
contamination by
A. sanitizing the products before handling them.
B. wearing disposable gloves when handling the items.
C. storing recyclables inside the facility.
D. washing their hands before contact with the product.
55. One reason why it is important for hotel restaurants to sanitize food preparation equipment is to
A. loosen dirt particles.
C. reduce bacteria levels.
B. rinse away soap residue.
D. remove lime deposits.
56. What might a health inspector recommend to a resort restaurant that is establishing a pest control
program?
A. Store all food in tightly sealed containers
C. Cover dirty dishes in the sink with towels
B. Use newspapers to store food leftovers
D. Put food scraps in paper bags
57. Which of the following situations is an example of a hazard that affects safety in a hotel supply business:
A. Secure locks on the building's exterior doors
C. Wide aisles to accommodate foot traffic
B. Proper lighting throughout the building
D. Boxes stacked in front of a fire exit
58. The owner of the Bahama Resort Gift Shop noticed one of her customers switching price tickets on a
lead crystal vase. This customer is carrying out
A. robbery.
B. pilferage.
C. fraud.
D.
shoplifting.
59. One reason why hotel supply businesses often evaluate their operating systems and procedures is to
decide if they need to
A. eliminate competitors.
C. fix prices.
B. make adjustments.
D. count inventory.
2010 DECA U Provincial Conference
Hospitality
60. If a motel chain considers possible future problems during the process of developing a project plan, the
chain might be able to
A. schedule employees.
C. negotiate contracts.
B. control costs.
D. eliminate resources.
61. What amount is a hotel gift shop losing in a year if two employees give their friends the 20% employee
discount on goods that sell for a total of $6,700?
A. $1,700
B. $2,680
C. $1,340
D.
$2,250
62. With which of the following statements should you, as a salesperson for a ski resort gift shop, agree:
A. My job includes keeping the sales area clean.
C. My job is to sell and not to be a
housekeeper.
B. Displays will do the selling for me.
D. Sorting merchandise into sizes is not my
responsibility.
63. A problem can be described as a
A. factor that affects your decision.
B. situation that you want to change.
C. feature that you do not desire.
D. selection that fits your objective.
64. Hotel employees who are unable to manage their time effectively often experience
A. decreased tension.
C. increased self-esteem.
B. decreased pressure.
D. increased stress.
65. Matt just received a letter telling him that someone else had been hired for a job for which Matt had been
interviewed. Since Matt didn't get the job, does he need to write an interview follow-up letter to the
company?
A. Yes, he should already have sent a follow-up letter.
B. No, it's too late to send a follow-up letter.
C. Yes, the company will be expecting to hear from him.
D. No, since Matt wasn't hired, he doesn't need to write.
66. Hotel employees who work in back-of-house operations usually are responsible for providing
A. support services.
C. room service.
B. food service.
D. guest services.
67. Can a resort gift shop's prices be set too low?
A. Yes, customers may be offended by prices that are too low.
B. No, the lower the price, the greater the bargain.
C. Yes, customers may feel product quality is also low.
D. No, the lower the price, the greater the product's appeal.
68. The Robinson-Patman Act is a legal provision that protects buyers for hotel chains from the selling
practice of
A. market-penetration pricing.
C. price discrimination.
B. price segmentation.
D. product-line pricing.
69. In which kind of market does more competition exist than in any other kind of market:
A. Monopoly
B. Oligopoly
C. Pure competition
D.Monopolistic competition
70. Which stage in the product life cycle uses advertising to persuade customers to try the hospitality
product?
A. Growth
B. introduction
C. DeclineD.
Maturity
71. Which of the following is an example of a marketing objective that a hospitality business might include in
its marketing plan:
A. Hire five new salespeople next month
C. Achieve $2 million in sales next year
B. Increase advertising by 10 percent
D. Maintain prices at a competitive level
2010 DECA U Provincial Conference
Hospitality
72. During which stage of new-product development does a hotel supply business determine if it is practical
to market a good or service?
A. Production
B. Brainstorming
C. Screening
D. Consumption
73. Interviewing guests and conducting surveys to find out what guests might want in the future are
processes that hotels create in order to
A. recognize opportunities.
C. develop questionnaires.
B. collect information.
D. generate advertising.
74. Sorting goods into categories according to specifications is the process of
A. counting.
B. grading.
C. marketing.
D.
purchasing.
75. One of the customer benefits of warranties and guarantees is the right to
A. free training.
B. lower prices.
C. legal recourse.
D. personalized service.
75. One way a hotel supply business can identify products to fulfill customers' needs is by
A. organizing a focus group.
C. designing a survey.
B. observing processes.
D. conducting research.
76. Which of the following is a correct statement concerning services offered by hotels/motels:
A. Added services generate little profit.
B. Offering additional services is a competitive advantage.
C. Most guests ignore hotel/motel services.
D. Hotels/Motels now offer every possible service.
77. Small hospitality businesses can compete with larger ones in the area of customer service by
A. having employees process guest complaints by computer rather than in person.
B. establishing customer-service departments to handle complaints.
C. offering small service gestures that don't cost a lot of money.
D. absorbing all service costs so that customers don't have to pay for anything.
78. Hotel supply businesses develop specific positioning strategies for their products because they want to
A. determine advertising needs.
C. increase employee productivity.
B. create a particular image.
D. appeal to unknown markets.
79. Emotional connections with hotel guests are frequently strengthened by
A. changing a brand's core values to meet guests' changing needs.
B. a hotel owner's personality.
C. pleasing colors and textures used in the hotel's reception area.
D. a brand's personality.
80. The Fit and Lively Health Spa, a resort that is located in a remote mountain region, is most likely to plan
which of the following activities for its guests:
A. Broadway play
C. Nature hikes
B. Scuba diving
D. Pastry and food festival
81. When selecting a hotel site for a one-day seminar, a conference planner's first consideration is the
A. hotel's check-in/checkout times.
C. size of the sleeping rooms.
B. availability of meeting space.
D. accessibility to attractions.
82. What is an important purpose of promotional advertising?
A. To replace visual merchandising
C. To improve business image
B. To create goodwill
D. To stimulate sales
2010 DECA U Provincial Conference
Hospitality
83. More businesses are installing kiosks in hotel lobbies and using the kiosks to promote their goods and
services because this form of technology is
A. interactive.
C. portable.
B. generic.
D. seasonable.
84. Which of the following limits the usefulness of the Internet as an advertising tool:
A. Action and sound capabilities
C. Linking
B. E-mail filter
D. Personalization
85. Which of the following is a method of direct marketing:
A. Cold calling
B. Telemarketing
C. Merchandising
D. Event planning
86. A resort hotel's sales promotion activities, such as giveaways, contests, premiums, and special sales,
are most effective when they are
A. coordinated with other promotional activities.
B. kept separate from other promotions.
C. used instead of expensive advertisements.
D. repeated at regular intervals.
87. What information would a banquet manager most likely include in a sales packet that is distributed to
prospective customers?
A. Brochure, contract, and restaurant menu
B. Price list, brochure, and scheduling sheet
C. Contract, photographs of the facility, and testimonials
D. Sample menu, price list, and photographs of the facility
88. One way that hotel supply salespeople can build relationships through the use of effective customer
service is to
A. help their businesses hire productive employees.
B. spend a lot of time visiting with customers.
C. look for new techniques that benefit customers.
D. identify methods of saving money for their businesses.
89. The most important attitude for a hotel's salespeople to possess is usually a(n) __________ attitude.
A. passive
C. service
B. interesting
D. unique
90. Computer technology has impacted the selling function by making it possible for businesses to
A. sell online.
B. save money.
C. eliminate inventory.
D. increase
staff.
91. Which of the following is an example of a front desk clerk explaining to a guest the unique benefits that
the hotel offers:
A. The restaurant offers a wide menu throughout the day.
B. This is the only property that has an exercise facility.
C. The rates for a junior suite are competitively priced.
D. Each room is equipped with a steel-reinforced door.
92. Consumers of hospitality products have the right to expect businesses to provide goods and services
that
A. furnish several amenities.
C. are safe and clean.
B. meet each individual's standards.
D. maintain international requirements.
93. The method of answering customers' objections that is considered the least acceptable is the
__________ method.
A. yes, but . . .
B. direct-denial
C. questionD. third-party
2010 DECA U Provincial Conference
Hospitality
94. Isaac spent several nights in a hotel operated by a well-known chain. He had a series of dissatisfactions
including no fresh towels and slow room service. During checkout, Isaac was given a customer-response
card to complete, which he did in great detail. The best follow-up by the hotel to this customer's negative
feedback is a
A. letter of apology and a free evening stay the next time Isaac is in town.
B. letter of apology and a thank-you for pointing out problem areas.
C. mailed letter of apology.
D. personal telephone call to thank Isaac for taking time to share his experiences.
95. When selling to a convention group that will make the buying decision, it is important for a hotel's
salesperson to __________ in the presentation.
A. include objections
C. allow for mistakes
B. analyze competitors
D. involve all members
96. Why is it important for hotel sales managers to regularly evaluate the performance of salespeople?
A. To obtain feedback
C. To increase compensation
B. To help them sell
D. To identify a target market
97. A full-service hotel food and beverage manager must determine the sales of specific menu items at
regular intervals during the day. The most efficient and accurate way to obtain the information is by
A. requesting tally sheets from each server.
C. accessing the electronic point-of-sale
system.
B. running inventory status reports.
D. reviewing customer charge slips.
98. Which of the following is an example of the proper way for a hotel restaurant cashier to process cash
sales:
A. Roger counts the change aloud as he removes it from the cash drawer.
B. Jason counts aloud when handing change to a customer.
C. Rose announces the purchase price of the item before she rings it up.
D. Mary puts the customer's money into the cash drawer before counting the change.
99. Why would a hotel clerk run a guest's credit card through a credit-card validator?
A. To verify the reservation
C. To obtain an approval code
B. To print data on a voucher
D. To establish the room rate
100. One way that hotel managers can promote ethical behavior on the part of everyone in the hotel is by
encouraging employees to
A. develop a code of ethics.
C. be thoughtful of others.
B. report unethical actions.
D. avoid social situations.