5566020
Beschreibung
Quiz von Chad Collins, aktualisiert more than 1 year ago
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Erstellt von Chad Collins
vor fast 8 Jahre
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Frage 1
Frage
What traits do effective hospitality and tourism employees exhibit when they communicate withtheir customers?
Antworten
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Patience and empathy
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Initiative and indifference
-
Inflexibility and self-confidence
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Enthusiasm and passive listening
Frage 2
Frage
What skill is important for successful professional in the hospitality and tourism industry to possess?
Antworten
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Creativity
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Delegation
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Communication
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Mathematical
Frage 3
Frage
Jason provides tours to over 300 people a day at the historical govenor's mansion daily. Which benefit ofworking in the tourism industry is he experiencing?
Antworten
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Contacting buyers
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Visiting attractions
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Working with people
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Planning conferences
Frage 4
Frage
Daniel is the executive chef for a resort that is located near Phoenix, Arizona. What professional association is Daniel most likely to join?
Antworten
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Wellness Council of America
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Meeting Professionals International
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The National Restaurant Association
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Association for Convention Operations Management
Frage 5
Frage
Which of the following is a component of the lodging industry?
Antworten
-
Campsites
-
Landmarks
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Travel agencies
-
Convention Centers
Frage 6
Frage
A group traveled to Haiti to help rebuild homes that were destroyed by a natural disaster. What type of tourism took place?
Antworten
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Ecotourism
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Edutourism
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Agritourism
-
Voluntourism
Frage 7
Frage
Which of the following are components of the travel industry?
Antworten
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Busses, theme parks, and rental cars
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Cruise ships, airlines, and resorts
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Airlines, rental cars, and trains
-
Trains, cruise ships, and tour companies
Frage 8
Frage
Which of the following is a component of the hospitality industry that focuses on meeting tourists’transportation needs?
Antworten
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Travel
-
Lodging
-
Recreation
-
Business
Frage 9
Frage
What segment of the hospitality industry focuses on providing its target market with entertainment andrelaxation services?
Antworten
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Travel
-
Recreation
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Lodging
-
Food and beverage
Frage 10
Frage
What type of tourist is interested in visiting attractions such as the Football Hall of Fame, Daytona International Speedway, and Yankee Stadium?
Antworten
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Nature lovers
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Art enthusists
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Sports fans
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Adventure seekers
Frage 11
Frage
Jacob went to New Orleans, Louisiana to see family at several reunions. What factor prompted Jacob to travel to this destination?
Antworten
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Climate
-
Low cost
-
Geography
-
Heritage tourism
Frage 12
Frage
If Tony wants to enjoy and support maintaining the natural environment, which category of tourism will this happen?
Antworten
-
Ecotourism
-
Cultural tourism
-
Heritage tourism
-
Adventure tourism
Frage 13
Frage
A hotel front-desk clerk worked with an accounting employee to resolve an issue with a guest’s bill. What does this situation exemplify?
Antworten
-
The need for confidentially
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The importance of planning
-
The need to stay organized
-
The importance of teamwork
Frage 14
Frage
To which hotel division do the reservations, telecommunications, and guest registration departmentstypically report?
Antworten
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Front office
-
Engineeing
-
Food and beverage
-
Sales and marketing
Frage 15
Frage
Which department should a front-desk clerk work with to help guests move their luggage from the hotel lobby to their sleeping rooms?
Antworten
-
Valet
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Bell services
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Concierge
-
Chauffeur
Frage 16
Frage
Due to the interrelationships of the departments, the general manager manages to accomplish which common goal?
Antworten
-
To serve the hotel guests
-
To entertain banquet guests
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To maintain an attractive facility
-
To provide a high-quality dining experience
Frage 17
Frage
Barry wants all hotel employees from the different departments to work together. Which would bethe primary reason for him to accomplish this goal?
Antworten
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To obtain pay raises
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To solve guests’ problems
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To eliminate workplace stress
-
To reduce the need for supervision
Frage 18
Frage
What type of tourism organization is funded by state- or local-level tax dollars?
Antworten
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Professional development association
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Sole proprietorship
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Government agency
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Chamber-of-commerce
Frage 19
Frage
How can all of the departments of a hospitality and tourism business provide its guests/clients with the best service possible?
Antworten
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Focus on the bottom line
-
Develop strict sales policies
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Communicate with one another
-
Embrace an indifferent attitude
Frage 20
Frage
Which of the following is a factor that influences demand in the travel and tourism industry?
Antworten
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Tariff revenue
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Export quotas
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Production costs
-
Economic conditions
Frage 21
Frage
What process has led to an interdependency of travel and tourism activities among different countries to strengthen their national economies?
Antworten
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Globalization
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Protectionism
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Domestic trade
-
Industrial positioning
Frage 22
Frage
Which of the following economic indicators suggests that a country is likely to experience an overall increase in domestic travel and tourism?
Antworten
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Sales taxes increase
-
Consumer spending increases
-
The standard of living decreases
-
The strength of the U.S. dollar decreases
Frage 23
Frage
How does a high level of inflation affect the hospitality and tourism industry?
Antworten
-
Tourists’ have more money to spend
-
Tourists’ purchasing power decreases
-
Hospitality and tourism businesses hire more employees
-
Hospitality and tourism businesses typically lower their prices
Frage 24
Frage
Which of the following factors is most likely to have a positive impact on a destination’s ability to attract tourists?
Antworten
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Increase in sales tax
-
Increase in crime
-
Fluctuations in interest rates
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Improvements to the infrastructure
Frage 25
Frage
Why do popular vacation destinations tend to experience economic highs and lows at certain times of the year?
Antworten
-
Tourists want to visit new places.
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Travel and tourism are cyclical.
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Airlines overbook their flights.
-
Airport hubs close during certain seasons.
Frage 26
Frage
The Wyndbriar Hotel chain has 710 hotels in 64 countries, sells shares of stock to the public, and does not identify itself with one particular “home” country. What business structure is the hotel chain using?
Antworten
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Joint venture
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Close corporation
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Limited partnership
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Transnational corporation
Frage 27
Frage
Why it is important for a hotel to consider overstays when it develops an occupancy forecast?
Antworten
-
It decreases the number of rooms available for walk-ins
-
It affects the hotel’s ability to forecast under-stays
-
It increases the number of rooms available for sale
-
It affects the hotel’s ability to book meeting space
Frage 28
Frage
Which of the following does a motel base its three-day forecast on?
Antworten
-
Annual forecast
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Ten-day forecast
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Unguaranteed reservations
-
Guaranteed reservations
Frage 29
Frage
The Willowbrook Inn anticipates that 15% of 140 expected checkouts will be overstays. How many rooms should the Inn allocate for overstay guests?
Antworten
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12
-
15
-
21
-
18
Frage 30
Frage
Why do tour companies often analyze previous demand data to forecast travel markets?
Antworten
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To plan package tours
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To attract new customers
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To develop group price lists
-
To develop relationships with travel agencies
Frage 31
Frage
Out of a hotel’s 75 rooms, 30 are stay-overs, 25 are reserved for new arrivals, 5 are out of order, and the hotel does not anticipate any under- or overstays. What percentage of rooms is allocated for walk-ins?
Antworten
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80%
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60%
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40%
-
20%
Frage 32
Frage
What do travel agents consider when forecasting travel markets?
Antworten
-
Personal opinions
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Distribution channels
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Previous demand data
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Geographic information
Frage 33
Frage
What factors might a travel agency manager consider when making sales forecasts for the coming year?
Antworten
-
Sites that the manager will be visiting during the coming year
-
Places that the manager’s friends say they want to visit
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Places that his/her first-time clients visited last year
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Current social and economic factors
Frage 34
Frage
Thursday night, the Macon Hotel has 132 rooms occupied. What does the number of occupied rooms represent?
Antworten
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The room ratio
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The house count
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The total number of hotel rooms
-
The percentage of unavailable rooms
Frage 35
Frage
Why might a lodging facility be able to schedule fewer front-desk agents during its peak check-out hours?
Antworten
-
It has an automated check-out system.
-
It relies on unskilled labor to handle billing.
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It has more rooms than nearby competitors.
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It uses a split-shift schedule to cover its needs.
Frage 36
Frage
Wyndham's Restaurant has established a ratio of one server per 15 guests. If Wyndham's has 165 seats, how many servers should the restaurant schedule if it is fully booked for dinner?
Antworten
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13
-
11
-
8
-
10
Frage 37
Frage
If one server can effectively serve 20 customers at one time, how many servers should a hotel restaurant schedule if it has 60 tables that each seat four people?
Antworten
-
8
-
10
-
12
-
14
Frage 38
Frage
Which of the following is a factor that the housekeeping department should consider when developing a work schedule for the next week?
Antworten
-
Room rates
-
Yeild statistics
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Operating ratios
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Occupancy forecasts
Frage 39
Frage
If the average hourly rate of a maintenance employee is $15.75, and a resort estimates 220 labor hours to maintain the facility, what is the estimated labor expense for the maintenance staff for the day?
Antworten
-
3685
-
3465
-
3275
-
3325
Frage 40
Frage
What is a primary reason why many hospitality businesses rotate their employees’ work schedules?
Antworten
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So the managers can delegate work activities
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So the employees can get to know each other
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So the business can lower its payroll expenses
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So the business does not need to hire more managers
Frage 41
Frage
If a housekeeping employee can clean 12 rooms in an eight-hour shift, and the hotel expects 108 departures, how many full-time employees will the hotel need to schedule for the day?
Antworten
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9
-
11
-
6
-
7
Frage 42
Frage
What is an important factor to consider when establishing staffing and service ratios for a hotel?
Antworten
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Management style
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Customer demand
-
Accounting methods
-
Facility building codes
Frage 43
Frage
If an airline requires one flight attendant per 40 passengers, and the airline sold 200 seats for a flight to Charleston, how many flight attendants will the airline need to schedule to cover the flight?
Antworten
-
7
-
6
-
4
-
5
Frage 44
Frage
The owner of an advertising agency plans to leave town to negotiate a merger for her/his company. What is the purpose of the trip?
Antworten
-
Education
-
Business
-
Family
-
Leisure
Frage 45
Frage
Because Caleb doesn’t want to go through the hassle of renting a car while traveling for business, he typically stays at hotels that offer shuttle service to and from the airport. What is the motivation for Caleb’s lodging choices?
Antworten
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The need for security
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The need for recognition
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The desire for convenience
-
The desire for quality accommodations
Frage 46
Frage
What amenities are many hotels offering to attract the growing number of women business travelers?
Antworten
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Concierge services
-
Housekeeping services
-
Extra security measures and spa services
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Room service and brochures to local attractions
Frage 47
Frage
Which of the following is a political factor that may impact travel behavior:
Antworten
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Health issues
-
Terrorist threats
-
Flight schedules
-
Financial difficulties
Frage 48
Frage
A cruise line offers a three-day Caribbean cruise that includes activities for parents, childcare services, and a variety of activities for children ages 6 months to 17 years old. What is the cruise line’s target market?
Antworten
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Single adults
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Young families
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Baby boomers
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Senior citizens
Frage 49
Frage
When determining the terms for a contract with a hotel located in India, an American businessperson should expect to make concessions and be patient because the decision-making process in Indian culture is very slow. What culture difference does this situation exemplify?
Antworten
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Negotiating style
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Personal appearance
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Proper greeting protocol
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Perceptions about bribery
Frage 50
Frage
What should Horning Hotels do to determine which goods and services to provide in the new hotel that it is opening in China?
Antworten
-
Develop an interesting promotional plan
-
Conduct research about the Chinese culture
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Organize a committee to evaluate domestic economic issues
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Assume that Chinese people will accept their existing products
Frage 51
Frage
When developing relationships with international hospitality businesses, it is important to understand that some cultures focus on achieving future rewards through persistence and saving money. What is this dimension of culture?
Antworten
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Long-term orientation
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Uncertainty avoidance
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Power distance
-
Individualism
Frage 52
Frage
Paul and Frederick are tour guides with the Global Tour Company. Paul speaks French, and Frederick speaks German. What type of cultural difference does this situation exemplify?
Antworten
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Gender
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Religious
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Language
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Dining etiquette
Frage 53
Frage
What should American hospitality and tourism businesses do if they want to sell products that will appeal to foreign markets?
Antworten
-
Increase their prices
-
Eliminate trade policies
-
Develop financial regulations
-
Modify their marketing strategies
Frage 54
Frage
How can hospitality employees foster positive relationships with international guests or clients?
Antworten
-
Exhibit a superior attitude
-
Use slang when speaking with them
-
Be respectful of cultural differences
-
Avoid adapting to different circumstances
Frage 55
Frage
Executives of a Guatemalan tour company tend to make business decisions as a group. What dimension of culture does this situation exemplify?
Antworten
-
Short-term orientation
-
Power distance
-
Ethnocentrism
-
Collectivism
Frage 56
Frage
Jack wants to give hang-gliding lessons to tourists. Which of the following climate conditions is most important for Jack to consider when he selects a destination for his business?
Antworten
-
Vegetation
-
Population
-
Wind
-
Sea life
Frage 57
Frage
Mountainous regions typically have colder climates and snow for longer periods of time. What types of hospitality/tourism businesses are likely to be successful in these geographic locations?
Antworten
-
Snowmobile manufacturers and snorkeling instructors
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Ice skating rinks and swimwear manufacturers
-
Sled manufacturers and alligator farmers
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Snow ski resorts and snowboard retailers
Frage 58
Frage
Jackie is a travel agent who is giving her clients tips on traveling to Europe. What should Jackie communicate to her clients about the ways in which traveling through several time zone often affects tourists’ physical well being?
Antworten
-
Traveling to destinations in different time zones typically increases their attentiveness.
-
Traveling to destinations in different time zones typically alters their sleeping patterns.
-
Traveling to destinations in different time zones typically enhances their energy levels.
-
Traveling to destinations in different time zones typically improves their fine motor skills.
Frage 59
Frage
What imaginary line is the dividing point for two calendar days?
Antworten
-
Equatorial latitude
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Northern longitude
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International Date Line (IDL)
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Greenwich Mean Time (GMT)
Frage 60
Frage
New Orleans, Louisiana, is a tourism destination that is located on land that is below sea level near the Gulf of Mexico. What natural hazard is the city most likely to experience?
Antworten
-
Earthquake
-
Avalanche
-
Tornado
-
Flood
Frage 61
Frage
Chemical runoff from rivers and mining debris from coastal ports are factors that affect the health of the Great Barrier Reef and the sea life near the Australian coastline. What type of environmental threat do these factors present?
Antworten
-
Land erosion
-
Water pollution
-
Natural disasters
-
Climate changes
Frage 62
Frage
A client wants to book a cruise. What is the most appropriate action for the travel agent to take?
Antworten
-
Recommend the cruise package that pays the best commission
-
Give the client several brochures to take home and review
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Have the client complete an extensive questionnaire
-
Determine the client’s needs and preferences
Frage 63
Frage
What is an important component of a hospitality business’s positioning
Antworten
-
Business plan
-
SWOT analysis
-
Diversification portfolio
-
Unique selling proposition
Frage 64
Frage
What type of printed materials do travel agents often use as a sales tool when selling vacation packages to clients?
Antworten
-
Wholesale pricing guides
-
Promotional brochures
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Product samples
-
Travel videos
Frage 65
Frage
What is an important aspect of selling hospitality and tourism services?
Antworten
-
Obtaining testimonials
-
Explaining product benefits
-
Encouraging word-of-mouth promotion
-
Focusing on competitors’ weaknesses
Frage 66
Frage
What is the foundation of a unique selling proposition for a hospitality and tourism business?
Antworten
-
Differentiation
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Standardization
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Customization
-
Saturation
Frage 67
Frage
What type of marketing involves a 3-day cruise offering several culinary classes for women who enjoy cooking Italian food?
Antworten
-
Demographic
-
Mainstream
-
Progressive
-
Niche
Frage 68
Frage
What type of marketing involves booking a tour on a website?
Antworten
-
Niche
-
Affinity
-
Interactive
-
Multi-level
Frage 69
Frage
What must a convention hotel salesperson often need to do to obtain a contract for a large business conference?
Antworten
-
Provide a demonstration
-
Ignore complaints
-
Answer objections
-
Ask for referrals
Frage 70
Frage
How is a motel positioning itself when it emphasizes a good value and low rates?
Antworten
-
By price
-
By quality
-
By location
-
By amenities
Frage 71
Frage
To whom do retail travel agencies sell hospitality and tourism products?
Antworten
-
End users
-
Marketers
-
Producers
-
Wholesalers
Frage 72
Frage
Which of the following examples best demonstrates the concept of suggestive selling in the hospitality industry?
Antworten
-
A motel employee advises guests that they need to check out by 11:00 a.m.
-
A convention hotel provides guests with free shuttle service to the area’s airport.
-
A guest asks a hotel employee to change his/her arrival date of his/her reservation.
-
A resort reservationist asks guests if they would prefer to book a suite instead of a king single room.
Frage 73
Frage
What do travel agents need to do to help clients make decisions about which travel products to buy?
Antworten
-
Focus on the price of a product
-
Describe the safety factors of a product
-
Create a positive image of a product
-
Explain the tangible features of a product
Frage 74
Frage
Why do hospitality employees need to be able to relate to different types of people?
Antworten
-
To maintain a positive attitude
-
To achieve their personal goals
-
To complete paperwork correctly
-
To provide good customer service
Frage 75
Frage
What do all hospitality employees need to possess to handle customers’ complaints effectively?
Antworten
-
Brainstorming abilities
-
Technical knowledge
-
Active listening skills
-
Financial aptitude
Frage 76
Frage
What is a primary characteristic of quality service in the hospitality industry?
Antworten
-
Ensures a business’s financial succes
-
Provides guests’ with entertainment
-
Satisfies employees’ basic needs
-
Exceeds customers’ expectations
Frage 77
Frage
What is an important aspect of handling a hotel guest’s complaint?
Antworten
-
Problem solving
-
Passive listening
-
Invoice processing
-
Consensus building
Frage 78
Frage
Which of the following is an example of a critical moment in which a customer may form a negative opinion about a hospitality/tourism business?
Antworten
-
A tour guide asks tourists they have any questions about tour site that they are visiting.
-
A customer has to wait on hold for a long time to make a hotel reservation by telephone.
-
The maître d’ greets customers in a prompt, friendly manner as soon as they enter a restaurant.
-
A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city
Frage 79
Frage
What should a tour guide do when handling the complaint of an angry tourist?
Antworten
-
Negotiate terms
-
Explain policies
-
Offer criticism
-
Remain calm
Frage 80
Frage
What personal quality is important to express when handling a hotel guest’s complaint?
Antworten
-
Aggressiveness
-
Defensiveness
-
Indifference
-
Empathy
Frage 81
Frage
What can hotels do to help ensure that they provide all of their guests with quality service?
Antworten
-
Customize policies
-
Train employees
-
Expand facilities
-
Increase rates
Frage 82
Frage
What should a motel employee possess to foster positive relationships with the motel’s guests?
Antworten
-
An aggressive attitude
-
A laid-back personality
-
A competitive point of view
-
A customer-service mindset
Frage 83
Frage
What do many travel agencies use to find out if clients were satisfied with the service they received from the agency as well as with the vacation package that they purchased?
Antworten
-
Tour reports
-
Booking slips
-
Sales records
-
Comment cards
Frage 84
Frage
What type of behavior is required of employees to establish positive relationships with hotel guests?
Antworten
-
Proactive
-
Apathetic
-
Superficial
-
Remorseful
Frage 85
Frage
Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?
Antworten
-
To encourage safety
-
To generate publicity
-
To remain competitive
-
To analyze productivity
Frage 86
Frage
What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?
Antworten
-
Distribute training videos to employees
-
Pay attention to competitors’ activities
-
Overlook their customers’ questions
-
Follow-up with their customers
Frage 87
Frage
What security measure can motels implement to help maintain their guests’ safety outside the facility?
Antworten
-
Parking lot lighting system
-
Front-desk alarm system
-
Interior window locks
-
Fire extinguishers
Frage 88
Frage
Anticipation that Derek Jeter played in his last home game with the New York Yankees, massive outdoor celebrations and riots occurred on the streets right after the game, which caused traffic problems and safety issues. What type of emergency do these situations exemplify?
Antworten
-
Widespread power outages
-
Toxic chemical emissions
-
Civil disobedience
-
Terrorist attack
Frage 89
Frage
A hotel guest reports that someone stole money and jewelry from his/her room. Which of the following government agencies should the hotel employee contact?
Antworten
-
Local fire department
-
Local police department
-
Area convention bureau
-
Area chamber-of-commerce
Frage 90
Frage
Why do hospitality and tourism businesses keep money and valuables locked in secure locations?
Antworten
-
To eliminate accidents
-
To reduce the risk of theft
-
To prevent natural disasters
-
To avoid equipment hazards
Frage 91
Frage
What is a primary reason why hospitality facilities develop emergency response procedures?
Antworten
-
To prevent emergency situations from occurring on the premises
-
To increase guests’ awareness of potential security and safety issues
-
To reduce the time it takes to train employees in first aid, CPR, and security
-
To help lessen panic and reduce the risk of damage or injury during an emergency situation
Frage 92
Frage
What security measure do cruise ships provide guests that enable them to store their valuable items?
Antworten
-
Shipping container
-
Safe deposit box
-
Baggage claim center
-
Lost and found center
Frage 93
Frage
What happened in response to the terrorist attacks that occurred on September 11, 2001?
Antworten
-
Airports hired fewer security guards
-
Airline travel substantially increased
-
Airports hired ambassadors
-
Airport security increased
Frage 94
Frage
Hospitality businesses are required to install ramps and wide doorways to accommodate wheelchair-bound employees and guests to comply with federal regulations. What sector of the workforce do these regulations protect?
Antworten
-
Individuals with emotional needs
-
Individuals with mental disabilities
-
Individuals with chronic fatigue issues
-
Individuals with physical impairments
Frage 95
Frage
A well-known restaurant owner was accused of offering bribes to town-council members to overlook various regulatory violations. As a result, the restaurant received poor publicity, and fewer residents and tourists ate at the restaurant. What does this situation exemplify?
Antworten
-
Unethical business practices can damage a hospitality business’s image.
-
Although the restaurant lost some customers, the end justifies the means.
-
Hospitality businesses should find other ways to cut corners and earn profits.
-
Business owners must ensure that they have good excuses for offering bribes.
Frage 96
Frage
Several airlines meet and decide to increase their ticket prices. What illegal practice are the airlines engaging in?
Antworten
-
Price fixing
-
Bait and switch
-
Exclusive dealing
-
Price discrimination
Frage 97
Frage
What type of discrimination involves paying higher wages to men than to women?
Antworten
-
Age
-
Race
-
Gender
-
Religious
Frage 98
Frage
Dana is a tour bus operator. What does Dana need to have to perform her job legally?
Antworten
-
Learning permit
-
Driver’s license
-
Work application
-
Inspection manual
Frage 99
Frage
What is a hotel restaurant doing when it makes sure that its employees wash their hands properly when preparing food orders?
Antworten
-
Sanitizing the facility
-
Monitoring safety hazards
-
Preventing routine accidents
-
Complying with health codes
Frage 100
Frage
Who is responsible for implementing the laws required to operate a hospitality or tourism business?
Antworten
-
The courts
-
Employees
-
Management
-
The government
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