Hospitality Organizations Quiz Questions
Year 2 Practice Examination
- 1.
If a company’s organizational structure is flat, then the company:
- A.
A. is highly centralized.
- B.
B. will have problems responding appropriately in a fast-changing environment.
- C.
C. is highly decentralized.
- D.
D. none of the above.
Correct Answer
D. D. none of the above.Explanation
A flat organizational structure refers to a structure with few levels of management and a wide span of control. It is characterized by a decentralized decision-making process and a more collaborative and flexible work environment. This structure allows for quicker decision-making and better communication flow within the organization, enabling the company to respond more effectively to changes in the environment. Therefore, none of the options provided accurately describe the characteristics of a flat organizational structure.Rate this question:
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- 2.
The best way to make your customers aware of the value you provide to them is to:
- A.
A. emphasize the value you provide to them in all your advertisements.
- B.
B. lower your prices.
- C.
C. properly handle moments of truth with them.
- D.
D. raise the quality of products and services you offer to them.
Correct Answer
C. C. properly handle moments of truth with them.Explanation
Properly handling moments of truth with customers is the best way to make them aware of the value you provide. Moments of truth refer to the interactions or touchpoints between a customer and a company, where the customer forms an impression of the company. By ensuring that these moments are positive, such as providing excellent customer service or resolving issues effectively, customers will recognize and appreciate the value that the company offers. This approach focuses on building strong relationships and trust with customers, rather than simply emphasizing value in advertisements or lowering prices.Rate this question:
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- 3.
How can managing diversity effectively help an organization reduce its costs?
- A.
A. Managing diversity effectively should help an organization reduce its turnover.
- B.
B. There should be fewer discrimination lawsuits if a good diversity program is in place.
- C.
C. Studies have shown that organizations with good diversity programs have lower sick time and vacation time costs.
- D.
D. Both a and b.
Correct Answer
D. D. Both a and b.Explanation
Managing diversity effectively can help an organization reduce its costs by addressing turnover and discrimination lawsuits. By implementing a good diversity program, organizations can create an inclusive and welcoming environment that values and respects all employees, reducing turnover rates. Additionally, a diverse and inclusive workplace is less likely to face discrimination lawsuits, which can be costly in terms of legal fees and potential settlements. Therefore, both factors contribute to cost reduction for the organization.Rate this question:
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- 4.
Which of the following statements about communication is false?
- A.
A. It is harder to lie with our faces and bodies than it is with our words.
- B.
B. Most communication is verbal.
- C.
C. Words hold different meanings for different people.
- D.
D. We often communicate without realizing it.
Correct Answer
B. B. Most communication is verbal.Explanation
Communication is not solely verbal, as it also involves nonverbal cues such as facial expressions, body language, and tone of voice. Nonverbal communication can often convey more accurate and genuine information than words alone, making it harder to lie with our faces and bodies. Additionally, words can hold different meanings for different people due to individual interpretations and cultural differences. Finally, we often communicate without consciously realizing it, through subconscious gestures and expressions. Therefore, the false statement is b. Most communication is verbal.Rate this question:
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- 5.
Favoring a person for one particularly valuable characteristic and overlooking all of the person’s other traits is called:
- A.
A. stereotyping.
- B.
B. the contrast effect.
- C.
C. the leniency or severity effect.
- D.
D. the halo effect.
Correct Answer
D. D. the halo effect.Explanation
The halo effect refers to the tendency to favor or judge someone positively based on one particular characteristic or trait, while overlooking their other traits. This can lead to biased judgments and evaluations.Rate this question:
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- 6.
The active listener uses a variety of techniques to aid the listening task. Which of these is not one of them?
- A.
A. mirroring
- B.
B. paraphrasing
- C.
C. influencing
- D.
D. summarizing
Correct Answer
C. C. influencingExplanation
The question asks for a technique that is not used by an active listener to aid the listening task. Mirroring, paraphrasing, and summarizing are all techniques commonly used by active listeners to demonstrate understanding and clarify information. However, influencing is not a technique used in active listening. Influencing involves attempting to persuade or change the listener's opinions or actions, which goes against the goal of active listening to understand and empathize with the speaker.Rate this question:
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- 7.
Today’s business environment has led many hospitality organizations to:
- A.
A. create hierarchical management systems.
- B.
B. make decisions and solve problems with teams.
- C.
C. divide tasks into repetitive, fragmented, simple functions.
- D.
D. concentrate power and responsibility within their top management levels.
Correct Answer
B. B. make decisions and solve problems with teams.Explanation
In today's business environment, hospitality organizations are facing complex challenges and rapidly changing market conditions. To effectively address these issues, it is important for organizations to tap into the diverse perspectives and expertise of their employees. By making decisions and solving problems with teams, organizations can benefit from the collective intelligence and creativity of their employees. This approach also fosters collaboration, enhances communication, and promotes a sense of ownership and accountability among team members. Ultimately, it allows organizations to make more informed and effective decisions that align with their strategic goals and objectives.Rate this question:
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- 8.
The second stage of team development is:
- A.
A. storming.
- B.
B. performing.
- C.
C. norming.
- D.
D. transforming.
Correct Answer
A. A. storming.Explanation
The second stage of team development is called "storming." During this stage, team members may have conflicts and disagreements as they establish their roles and work together. This stage is characterized by tension and competition as team members strive to have their ideas heard and accepted. It is an important stage for team growth as it allows for the resolution of conflicts and the development of trust and cohesion among team members.Rate this question:
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- 9.
Which of the following gives you the opportunity to gather information and make personal contacts with a relatively large number of organizations in a short time?
- A.
A. internship
- B.
B. information interviewing
- C.
C. corporate presentations
- D.
D. career fair
Correct Answer
D. D. career fairExplanation
A career fair provides the opportunity to gather information and make personal contacts with a relatively large number of organizations in a short time. At a career fair, multiple companies and organizations set up booths or tables where attendees can learn about job opportunities, ask questions, and network with representatives from each organization. This allows individuals to gather information about various companies and industries, make connections with potential employers, and potentially secure job interviews or internship opportunities.Rate this question:
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- 10.
What should you bring with you to a job interview?
- A.
A. extra resumes
- B.
B. paper and pen
- C.
C. a positive attitude
- D.
D. all of the above
Correct Answer
D. D. all of the aboveExplanation
When going for a job interview, it is important to be prepared. Bringing extra resumes is crucial in case the interviewer asks for additional copies or if there are multiple interviewers. Having paper and pen is essential for taking notes during the interview and jotting down any important information. Lastly, having a positive attitude is important as it shows enthusiasm and professionalism. Therefore, bringing all of the above items is recommended for a successful job interview.Rate this question:
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- 11.
Which of the following is an example of an intangible service?
- A.
A. a dinner prepared exactly as you requested it
- B.
B. an ocean view that allows you to watch the sunset
- C.
C. a concierge who provides information about the movies at a local theater
- D.
D. a front desk agent who makes you feel welcome
Correct Answer
D. D. a front desk agent who makes you feel welcome -
- 12.
A small group of travelers who are attending a business meeting at a hotel would most likely be included in which hotel market segment?
- A.
A. corporate groups
- B.
B. convention and association groups
- C.
C. corporate individuals
- D.
D. regional getaway guests
Correct Answer
A. A. corporate groupsExplanation
A small group of travelers attending a business meeting at a hotel would most likely be included in the corporate groups market segment. This segment consists of groups of individuals who are traveling for business purposes, such as attending meetings, conferences, or training sessions. These travelers typically have specific needs and requirements, such as access to meeting rooms, business facilities, and convenient locations.Rate this question:
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- 13.
Monica, a room attendant at the Glitz Hotel, responded to a guest’s request for extra pillows and towels. At the end of her shift, she recorded the request on a form used to update guest profiles. On the next visit to the property, the guest found extra towels and pillows already in the room. This is an example of:
- A.
A. relationship selling.
- B.
B. internal marketing.
- C.
C. upgrading.
- D.
D. suggestive selling.
Correct Answer
A. A. relationship selling.Explanation
The scenario described in the question demonstrates relationship selling. Relationship selling involves building a strong rapport and connection with customers in order to understand their needs and provide personalized service. In this case, Monica, the room attendant, responded to the guest's request for extra pillows and towels and recorded it in the guest profiles. This shows that she took the time to understand the guest's preferences and made sure they were met on their next visit. This level of personalized service helps to build a strong relationship with the guest, which is a key aspect of relationship selling.Rate this question:
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- 14.
Which of the following upgrading techniques would likely be most effective for a salesperson who was attempting to sell high-priced rooms?
- A.
A. top-down method
- B.
B. rate-category alternatives method
- C.
C. bottom-up method
- D.
D. cross-selling method
Correct Answer
A. A. top-down methodExplanation
The top-down method would likely be most effective for a salesperson who is attempting to sell high-priced rooms. This technique involves starting with the highest-priced option and then gradually offering lower-priced alternatives if the customer is not interested. This approach allows the salesperson to showcase the premium features and benefits of the high-priced rooms first, increasing the likelihood of making a sale at a higher price point.Rate this question:
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- 15.
When speaking with a client over the telephone, salespeople should:
- A.
A. smile as they speak.
- B.
B. keep their voice pitched low.
- C.
C. avoid talking with gum or anything in their mouth.
- D.
D. all of the above.
Correct Answer
D. D. all of the above.Explanation
When speaking with a client over the telephone, salespeople should smile as they speak because it helps to create a positive and friendly tone. They should also keep their voice pitched low to sound professional and clear. Additionally, they should avoid talking with gum or anything in their mouth as it can affect their speech clarity and professionalism. Therefore, all of the above options are correct and important for effective telephone communication with clients.Rate this question:
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- 16.
The objective of the prospect call is to:
- A.
A. determine if the prospects have a need for the property’s products and services.
- B.
B. generate goodwill.
- C.
C. gather information and learn the names of decision-makers.
- D.
D. briefly introduce a prospective client to the property’s features and services.
Correct Answer
C. C. gather information and learn the names of decision-makers.Explanation
The objective of the prospect call is to gather information and learn the names of decision-makers. This suggests that the purpose of the call is to gather important details about the prospects and identify the individuals who have the authority to make decisions. This information is crucial for further communication and to ensure that the right people are involved in the decision-making process. The other options, such as determining if there is a need for the property's products and services or generating goodwill, may also be important objectives, but they are not the primary focus of the prospect call as indicated by the correct answer.Rate this question:
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- 17.
In which of the following types of sales calls does a salesperson make to generate good will?
- A.
A. a prospect call
- B.
B. a service call
- C.
C. a promotional call
- D.
D. a public relations call
Correct Answer
D. D. a public relations callExplanation
A salesperson makes a public relations call to generate good will. Public relations calls involve establishing and maintaining a positive image and relationship with customers and the public. These calls are not focused on selling a specific product or service, but rather on building trust and goodwill with the target audience. This can be done through activities such as community outreach, sponsorships, and media relations. By engaging in public relations calls, salespeople aim to enhance the reputation of their company and create a favorable perception among potential customers.Rate this question:
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- 18.
It is best to respond to all letters of inquiry by:
- A.
A. letter
- B.
B. e-mail
- C.
C. telephone
- D.
D. fax
Correct Answer
C. C. telepHoneExplanation
The best way to respond to all letters of inquiry is by telephone. This allows for immediate communication and the opportunity to have a real-time conversation, which can help to clarify any questions or concerns the sender may have. It also shows a personal touch and demonstrates a willingness to engage in direct communication.Rate this question:
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- 19.
Which of the following setups includes tables for the attendees?
- A.
A. theater
- B.
B. T-shape
- C.
C. V-shape
- D.
D. senate
Correct Answer
B. B. T-shapeExplanation
The T-shape setup includes tables for the attendees. This setup is characterized by a long rectangular table at the front of the room, with smaller tables arranged in a T-shape facing the front table. This allows for a combination of individual workspaces and a central area for group discussions or presentations.Rate this question:
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- 20.
As part of a marketing audit, the hotel’s marketing team assesses the strengths and weaknesses of other hotels in the local area as part of a:
- A.
A. property analysis.
- B.
B. competition analysis.
- C.
C. situation analysis.
- D.
D. positioning analysis.
Correct Answer
B. B. competition analysis.Explanation
The hotel's marketing team is assessing the strengths and weaknesses of other hotels in the local area. This process involves analyzing the competition, understanding their strategies, identifying their strengths and weaknesses, and comparing them to the hotel's own strengths and weaknesses. Therefore, the correct answer is b. competition analysis.Rate this question:
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- 21.
Market share and fair share calculations provide important marketing information as part of a:
- A.
A. property analysis.
- B.
B. competition analysis.
- C.
C. situation analysis.
- D.
D. positioning analysis.
Correct Answer
B. B. competition analysis.Explanation
Market share and fair share calculations are used to determine a company's position in the market relative to its competitors. By calculating market share, a company can assess its own performance and compare it to the competition. Fair share calculations go a step further by determining what a company's market share should be based on factors such as market size and potential. Both of these calculations are essential in conducting a competition analysis, as they provide valuable insights into a company's competitive position in the market.Rate this question:
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- 22.
Which of the following mediums typically has the lowest production value?
- A.
A. Newspapers
- B.
B. Magazines
- C.
C. Radio
- D.
D. Television
Correct Answer
A. A. NewspapersExplanation
Newspapers typically have the lowest production value compared to other mediums. This is because newspapers are printed on inexpensive paper and use black and white or limited color printing. They also have a shorter shelf life compared to magazines, radio, and television, which require more resources and technology for production.Rate this question:
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- 23.
What advertising medium is most successful when it grabs the viewer’s attention, is visual, has an identity all its own and has a tone that gives visitors an idea of what to expect when they visit the hotel or restaurant?
- A.
A. Newspaper advertising
- B.
B. Television advertising
- C.
C. Radio advertising
- D.
D. Magazine advertising
Correct Answer
B. B. Television advertisingExplanation
Television advertising is the most successful advertising medium in this scenario because it grabs the viewer's attention through visual elements. It also has its own identity, as it is a distinct form of advertising separate from other mediums. Additionally, television advertising has the ability to convey a tone and atmosphere, giving visitors an idea of what to expect when they visit the hotel or restaurant.Rate this question:
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- 24.
“Mise en place” is a French term that means:
- A.
A. to put everything in place.
- B.
B. to make everything in place.
- C.
C. to mix food on platters.
- D.
D. to mix food in kitchens.
Correct Answer
A. A. to put everything in place.Explanation
The French term "Mise en place" refers to the practice of organizing and preparing all the necessary ingredients, tools, and equipment before starting to cook. It involves arranging and setting up everything in its proper place, ensuring that everything is readily accessible and ready to be used during the cooking process.Rate this question:
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- 25.
If a recipe yields 200 portions and you want 250 portions, what is the adjustment factor?
- A.
A. 1.25
- B.
B. .8
- C.
C. 240
- D.
D. 312.50
Correct Answer
A. A. 1.25Explanation
The adjustment factor can be calculated by dividing the desired portion (250) by the original portion (200). So, 250/200 = 1.25. This means that the recipe needs to be adjusted by a factor of 1.25 to yield 250 portions.Rate this question:
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- 26.
A menu that offers a complete meal for one price is called a(n) __________ menu.
- A.
A. table d’hote
- B.
B. specialty
- C.
C. a lá carte
- D.
D. fixed
Correct Answer
A. A. table d’hoteExplanation
A menu that offers a complete meal for one price is called a table d’hote menu. This type of menu typically includes a selection of appetizers, main courses, and desserts, allowing customers to choose one dish from each category for a fixed price. It offers a set meal option that provides a balanced and complete dining experience for a single price.Rate this question:
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- 27.
Prix fixe refers to:
- A.
A. the soup of the day.
- B.
B. a la carte menu.
- C.
C. table d’hote menu.
- D.
D. preparing everything in place.
Correct Answer
C. C. table d’hote menu.Explanation
Prix fixe refers to a table d’hote menu. This type of menu offers a fixed price for a complete meal that includes multiple courses, typically an appetizer, main course, and dessert. Customers can choose from a selection of dishes within each course, but the price remains the same regardless of the choices made. This is different from an a la carte menu, where each dish is priced individually.Rate this question:
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- 28.
The principle advantage that platter service has over cart service is:
- A.
A. the practicality and lower cost of platter service.
- B.
B. the personal attention and entertainment of platter service.
- C.
C. the food production efficiencies and the personal attention of platter service.
- D.
D. none of the above.
Correct Answer
A. A. the practicality and lower cost of platter service.Explanation
The correct answer is a. the practicality and lower cost of platter service. Platter service is more practical and cost-effective compared to cart service. With platter service, the food is served on a platter and brought directly to the table, eliminating the need for carts and additional staff. This reduces the overall cost of service and makes it more efficient. Additionally, platter service allows for easier portion control and presentation of the food.Rate this question:
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- 29.
All of the following styles of service require special containers or platters from which to serve food, except _______________ service.
- A.
A. cart
- B.
B. plate
- C.
C. family-style
- D.
D. platter
Correct Answer
B. B. plateExplanation
All of the other options listed (cart, family-style, and platter) require special containers or platters to serve food. However, plates are a common and standard way to serve food without the need for any special containers or platters.Rate this question:
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- 30.
The fundamental rule that service staff members need to keep in mind when resolving guest complaints is:
- A.
A. “Most guests act like babies so we must treat them accordingly.”
- B.
B. “Do not let the guest take advantage of the operation.”
- C.
C. “The guest does not know what to expect from a food service operation.”
- D.
D. “The guest is always the guest.”
Correct Answer
D. D. “The guest is always the guest.”Explanation
The correct answer is d. "The guest is always the guest." This means that regardless of the situation or the behavior of the guest, they should always be treated with respect and provided with the best possible service. It emphasizes the importance of maintaining a professional and customer-focused approach when dealing with guest complaints.Rate this question:
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- 31.
When serving a guest with a hearing impairment, staff members should do all of the following except:
- A.
A. treat them the way they would children.
- B.
B. use simple, direct language and short sentences.
- C.
C. be patient.
- D.
D. be positive and encouraging.
Correct Answer
B. B. use simple, direct language and short sentences.Explanation
When serving a guest with a hearing impairment, staff members should be patient, positive, and encouraging. However, treating them the way they would children is not appropriate as it may be demeaning and disrespectful. Using simple, direct language and short sentences can actually be helpful for individuals with hearing impairments as it makes communication easier for them to understand.Rate this question:
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- 32.
The main purpose of using a shopper service in a food service operation is to:
- A.
A. catch guests who steal supplies.
- B.
B. evaluate how guests’ needs and expectations are being met.
- C.
C. coordinate wine service.
- D.
D. catch staff members who steal from the operation.
Correct Answer
B. B. evaluate how guests’ needs and expectations are being met.Explanation
Using a shopper service in a food service operation allows the establishment to evaluate how well they are meeting the needs and expectations of their guests. The shopper service can provide valuable feedback on the quality of service, the accuracy of orders, the cleanliness of the establishment, and overall customer satisfaction. This information is crucial for the operation to identify areas for improvement and make necessary adjustments to ensure customer satisfaction. It is not primarily used to catch guests who steal supplies, coordinate wine service, or catch staff members who steal from the operation.Rate this question:
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- 33.
All of the following are suggestions of good suggestive selling phrases except:
- A.
A. “You’ll like the meatloaf. It’s one of my favorites.”
- B.
B. “We’re known for our great Mile-High Sawdust Pie, featuring a delicious mixture of coconut and pecans. May I bring you a piece?”
- C.
C. “I’d like to suggest that you order something different. Our chef needs improvement in his preparation of that dish.”
- D.
D. “A Merlot would go well with the meat you’ve chosen, ma’am. May I bring you a wine list?”
Correct Answer
C. C. “I’d like to suggest that you order something different. Our chef needs improvement in his preparation of that dish.” -
- 34.
The main difference between a function sheet and a function book is that:
- A.
A. the function book covers all functions, while a function sheet covers just one.
- B.
B. a function book does not list the time of a function; a function sheet does.
- C.
C. a function book does not indicate the room in which the planned function will occur, a function sheet does.
- D.
D. a and b.
Correct Answer
A. A. the function book covers all functions, while a function sheet covers just one.Explanation
The correct answer is a. The function book covers all functions, while a function sheet covers just one. This is because a function book is a comprehensive document that includes all the functions and details related to those functions, while a function sheet is a more specific document that focuses on one particular function and provides detailed information about that specific function only.Rate this question:
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- 35.
At formal events, the seat of honor at the head table is:
- A.
A. to the left of the host.
- B.
B. to the right of the host.
- C.
C. directly opposite the host.
- D.
D. at the left end of the head table.
Correct Answer
B. B. to the right of the host.Explanation
At formal events, the seat of honor at the head table is traditionally given to the most important or highest-ranking guest. Placing them to the right of the host is considered a position of honor and respect. This seating arrangement is often followed as a protocol or etiquette rule in formal settings.Rate this question:
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Mar 20, 2023Quiz Edited by
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May 11, 2009Quiz Created by
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