Hospitality Organizations MCQ Questions Answers

1. The main function of a ________ is to escort guests and transport their luggage to their rooms.

2. The ________ may be the most important ingredient in a restaurant's success.

3. The ________ for a guest paying for a night's stay at a hotel is rest and sleep.

4. The ________ are credited with the "culinary arts."

5. Managed services contractors have about ________ of the business and industry market

6. Outside of nevada ________ is still illegal in the united states.

7. In most parts of the united states, slot machines produce ____ of casino revenue.

8. Deci found that extrinsic rewards can, at times, undermine a person's _______.

9. The banquet event order usually is the work form used by the _____________.

10. An acceptable profit margin for food in a hotel is _____ percent.

11. Cabernet sauvignon and pinot noir are types of ________ wine.

12. Beer is a brewed and fermented beverage made from ________ and flavored with ________.

13. Keeping morale high and managing conflict is part of the ________ function.

14. In order to represent all of their members, dmos use a _________ process.

15. There are ________ accounting periods per fiscal year in a typical restaurant.

16. An important advantage of peer assessments is ___________.

17. In markov analysis for staffing, __________ is used to forecast future workforce availabilities.

18. A job candidate responding to an ""in-basket exercise"" would most likely be asked to __________.

19. About ________ percent of all new product ideas come from consumers.

20. ____________ is a strong motivator for contingent workers.

21. The ________ model outlines the coming together of a leader, the followers and the situation.

22. The supreme court allowed indian reservation gambling in 1987 with the _______ decision.

23. Any game or red meat is best served with ________ wine.

24. A(n) ________ tends to be fuller bodied and more bitter than the average beer.

25. __________ workers have a higher skill level than their current job requires.

26. Carrie is a gluten-free eater. She goes to a restaurant and informs her server of this request, but her salad comes with regular croutons on it. Which category of service failure would this incident best fit under?

27. Which best describes a transactional leader?

28. Which term best describes identifying the specific needs of an induvial customer and attempting to fulfill those needs.

29. According to the book, which is NOT a known reason how value gets added to guests?

30. Service organizations will increasingly compete by differentiating its ______ or its ______.

31. What is the most visible part of the guest experience in hospitality organizations?

32. Where can the most highly developed technical applications of guestology be found?

33. Many hospitality organizations have discovered that some of their best employees are ______.

34. Which of the following is not part of the smart method?

35. The challenge for a guestologist acting as a leader is to find, develop, and ______ the service to engage guest on a personal individual basis

36. The best organizations also know that the ______ is never ending.

37. According to the book, which of the following is NOT listed as what a “wow” factor needs to be?

38. Which term best describes the characteristics and qualities that make a service experience memorable?

39. The basic guest expectation characteristics are the ______ but not ______ guest experience aspects organizations must offer.

40. What organization is known to dig deeper into guest preferences?

41. What are considered to be the three S’s?

42. Which term is best described as the customer’s feeling after a complaint or service failure that had a fair outcome?

43. A necessary further step that employees should do when dealing with system failures is

44. Service personnel can be trained to read ______ for clues to an unhappy customer.

45. What term is used to define the company’s worst case scenario of a service failure?

46. An unhappy customer can do any one or a combination of which four things?

47. Unhappy customers are ______ as likely to spread negative word of mouth as happy ones are to spread positive word of mouth.

48. The unhappy customer is the focus of the ______.

49. Which of the following terms is used to describe the exchanging of information from person to person?

50. Which of the following would best describe a momentary failure that was fixed immediately?

51. Which of the following is not considered an outcome when a guest has a problem?

52. Which term best describes the range of service quality experienced that a customer will deem as satisfactory, even if aspects of the service are not fully up to expectations?

53. What are the three most common critical incidents during service encounters that cause customers to switch to other services?

54. In what segment of the hospitality industry are service failures a commonplace discussion topic among travelers?

55. When something goes wrong in the delivery of a service, it is called a ______.

56. Which of the following is NOT a guideline for the development of comment cards according to Bartkus and colleagues?

57. Which term best describes an interview that is conducted according to a set pattern, usually involves a standard set of professionally developed questions designed to gather guest perceptions of service quality?

58. Face-to-face guest interviews provide ______ information.

59. Which of the following is a disadvantage of service guarantees?

60. Which of the following is an advantage of a guarantee for the organization?

61. Which best describes an organization’s written promise to either satisfy guests or to compensate them for any failure?

62. While valuable information can be obtained from ______, ______ should be even more aware of how well the service is being delivered.

63. Job performance standards are

64. How can the organization help ensure success?

65. A primary advantage of management observation for measuring service quality is

66. The ______ designed to assess quality while service is being provided are intended to ensure the success of individual service experiences.

67. Sara is eating at “The Triangle” a new hip niche restaurant in New York City specializing in farm to table. After receiving her meal, she is unhappy because some of her food seems to be rotten. An employee comes over and asks how her dinner is, she simply replies, “All right,” but the waiter knows that something is wrong due to her look of unhappiness. The waiter immediately asks the manager to ask Sara what they can do to make her experience better. This is an example of

68. What is considered a means of comparing what is happening against what is supposed to happen?

69. Which of the following is considered a key to creating a flawless guest experience?

70. Each guest determines the quality and value of the ______.

71. Which of the following is an example of a pre-experience?

72. Which is an example of a serpentine line?

73. The Serpentine line guarantees ______?

74. A good illustration of a single-channel, multi-phase queue would be

75. According to the text, which line type do guests tend to prefer?

76. How is queue discipline usually decided?

77. All the following are characteristics of a waiting line model except

78. What is considered to be another term used for queuing theory?

79. Which best fits what a capacity day does?

80. Which term best describes the way in which a certain number of customers arriving or entering an operation in a given period of time?

81. Which of the following is NOT mentioned as an option to managers when it comes to waiting?

82. What can capacity designs do?

83. The two major components of managing the wait are

84. People waiting to be seated believe the quality of the dining experience will

85. Queues are

86. Which of the following is the primary job of a room’s inspector of a hotel, who approves the room’s cleanliness?

87. What can a simulation do for a company?

88. The Inn on the Water did an analysis ranking potential causes of the organization’s problems from level of importance. This is an example of

89. Which of the following is used to define a more elaborate blueprint?

90. Which term best describes a flowchart diagram of the events and contingencies in the service process?

91. The first step in service delivery system design is

92. What is considered the last step in monitoring the experience through measurement?

93. Organizations should measure the quality of service delivery against ______ whenever possible.

94. What acronym is used to determine the criteria for service standards?

95. Any good delivery system begins with

96. What is included in the quality planning processes of the Juran Trilogy?

97. Quality planning begins with

98. Which of the following is NOT an example of a principle in providing exceptional customer service?

99. What must hospitality managers do to ensure the service delivery system works right every time?

100. Achieving guest delight and avoiding service failure can both be greatly affected by the ______?