TestWizard - Hospitality1/2

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1. 31.Consumers of hospitality products have the right to expect businesses to provide goods and services that
1) A. furnish several amenities.
2) B. meet each individual's standards.
3) C. are safe and clean.
4) D. maintain international requirements.
2. 32.How can you make sure that none of your social media platforms are neglected?
1) A. Post on a different platform every day of the week
2) B. Use a content calendar to schedule posts on each platform
3) C. Focus on only the platforms that you prefer
4) D. Assign a different person to manage each platform
3. 33. The use of email may put a business at more risk than memos or letters stored as paper records because
1) A. email users may make careless spelling errors.
2) B. email communications are more difficult to secure.
3) C. email users may use slang or make embarrassing remarks.
4) D. email communications contain confidential information.
4. 34. Hilton Hotels Corporation's human resources manager sends a memo to all employees that describes some general changes that will affect their health insurance next year. This is an example of __________ communication.
1) A. verbal, upward
2) B. lateral, downward
3) C. mass, upward
4) D. formal, downward
5. 35. Which of the following is a common source of complaints about personnel:
1) A. Creation of policies
2) B. Rudeness
3) C. Hidden costs
4) D. Faulty design
6. 36. A passenger is upset with Aigerim, a flight attendant, because the plane has not taken off and he is worried about being late for an important meeting. Before responding, Aigerim takes a deep breath, listens to his complaint, and apologizes. Petra is
1) A. deferring to authority.
2) B. solving the problem.
3) C. diffusing the customer's anger.
4) D. avoiding the conflict completely.
7. 37.Which of the following is an example of a customer service situation related to fraud:
1) A. A company treats customers differently based on their races.
2) B. A customer feels insulted by a server and wants him/her to be fired.
3) C. A staff member is stealing food from the kitchen.
4) D. A customer lies about the condition of his/her hotel room to get a discount.
8. 38. To reinforce the company's customer-friendly image, managers should consistently
1) A. provide employees with stock options, profit sharing, and bonuses.
2) B. communicate the company's service-quality expectations to employees.
3) C. emphasize the importance of production planning.
4) D. reorganize the company's resources
9. 39. A meal ordered at a restaurant is a __________, whereas the presentation of the meal is a __________.
1) A. purchase; tangible good
2) B. promotion; sales tactic
3) C. product; service
4) D. feature; benefit
10. 40. Darya greets guests by name, makes eye contact, and smiles warmly as they pass. Darya is demonstrating service that is
1) A. distant.
2) B. inconsistent.
3) C. customer-focused.
4) D. accurate.
11. 41.Almaty restaurant is struggling to keep up with the dinner rush. The managers decide to offer half-off appetizers from 3-5 p.m. as a way to
1) A. increase its gross sales margins.
2) B. manage customer experience during peaks in demand.
3) C. improve product quality.
4) D. reduce the number of customers to maximize capacity.
12. 42. Businesses usually process customer payments by recording the amount of cash receipts and reducing the amount of
1) A. accounts receivable.
2) B. capital expenditures.
3) C. accounts payable.
4) D. sales expenses.
13. 43. The Rixos Aktau resort received a positive review on social media from a customer. What should the resort do to enhance the customer's experience further?
1) A. Offer a discount on the customer's next stay
2) B. Respond quickly and apologetically
3) C. Search for customer trends
4) D. Post frequently to capitalize on the opportunity
14. 44. Although there are many grocery stores near her, Alina always shops at a particular one. This is because the baggers at her preferred store help the customers carry groceries out to their cars. By offering to help customers carry their groceries, the store is increasing __________ utility.
1) A. time
2) B. form
3) C. place
4) D. task
15. 45. A music streaming service has two versions: one with advertisements and one without advertisements for a monthly fee. What business model does this describe?
1) A. Auction
2) B. Franchise
3) C. Freemium
4) D. Affiliate
16. 46. Which of the following situations would most likely indicate the need to adapt to changes in the business environment:
1) A. The business has experienced little employee turnover during the past year.
2) B. The number of your business's competitors has decreased.
3) C. The demand for your product is stable.
4) D. The supply of materials used in manufacturing a product has decreased.
17. 47. By counting the number of gifts wrapped at the gift-wrapping booth in a local mall, you are determining
1) A. ratio.
2) B. input.
3) C. output.
4) D. technology
18. 48. When our nation enjoys economic growth, what usually happens to domestic economic problems?
1) A. They are made worse.
2) B. They are not affected.
3) C. They are more easily resolved.
4) D. They are solved completely.
19. 49. A nation's currency exchange rate is likely to increase when
1) A. an economic contraction occurs.
2) B. the labor force shrinks.
3) C. consumer confidence is high.
4) D. stock values fluctuate.
20. 50. Andrew is preparing to go on an international business trip. Which of the following items would he most likely need to bring with him on his trip:
1) A. List of all of his credit card numbers
2) B. Business visa for the country he will visit
3) C. His latest bank or loan statement
4) D. $500 in cash for emergencies
21. 51.Aidar is the tour-guide training manager at Sharyn CANYON PARK, a landmark in Kzazkhstan near the Kyrgyz border. To train the tour guides effectively, he needs to
1) A. be enthusiastic and knowledgeable about the park's history.
2) B. clearly communicate expectations and rules to the tourists.
3) C. plan entertaining activities for children and young adults.
4) D. exhibit an optimistic attitude when debating world events.
5) E All of the above
22. 52.What is the first step in accepting responsibility for a mistake that you made at work?
1) A. Acknowledging your actions
2) B. Developing an excuse
3) C. Apologizing for causing problems
4) D. Determining corrective action
23. 53. Which of the following is an example of a potentially unethical action associated with providing business information:
1) A. Discussing specific product-development processes with external business sources
2) B. Using passwords to limit employees' access to various types of business files
3) C. Providing employees with information about business practices and expectations
4) D. Implementing whistle-blowing procedures to report questionable workplace behavior
5) e. Non of the above
24. 54.When a coworker is upset with you, you ask her/him to explain what's wrong instead of ignoring the problem. As a result, you're able to work through your problems. Which benefit of open and honest communication are you experiencing?
1) A. A good reputation
2) B. Increased sales
3) C. Better ideas
4) D. Better conflict resolution
25. 55.After you've successfully �sold� your idea to an audience, your next step is to
1) A. help your audience feel good about their decision.
2) B. appeal to your audience's specific needs.
3) C. conduct research on your idea's benefits.
4) D. arm yourself with responses to objections.
26. 56.The staff of the Hotel have little motivation and struggle to stay engaged in their work. Management consistently belittles employees, causing them to feel unimportant and disrespected. The culture in a Hotel can be best described as
1) A. weak.
2) B. negative.
3) C. positive.
4) D. strong.
27. 57.How much maximum labor cost should be
1) A 10%
2) B 20%
3) C 35%
4) d 50 %
5) E 5 %
28. 58.How much maximum food cost should be
1) A 15%
2) B 33.3%
3) C 25%
4) D 30%
5) E 70%
29. 59.Operations Strategy Proces`s first step is
1) A Action plan
2) B Budgeting and planning
3) C General plan
4) D All of the above
5) E General strategy
30. 60.What type of hotel is Ritz Carlton Almaty hotel according to the lecture #3
1) A Luxury hotel
2) b Grand business hotel
3) c Grand Hotel
4) d Regency Park Hotel
5) e Regency Hotel

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