Hospitality and Tourism

Which question should a travel agent ask to determine the needs of customers in order to book them on the appropriate cruise?

"Where are you interested in going on your cruise?"

If the average hourly rate of a maintenance employee is $15.75, and a resort estimates 220 labor hours daily to maintain the facility, what is the estimated labor expense for the maintenance staff for the day?

$3,465

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Out of 110 motel room reservations, 10% were no-shows on Sunday. How many additional rooms did the hotel have for sale as a result?

11

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?

12

If 250 hotel rooms need to be cleaned, and it takes 30 minutes to clean each room, how many labor hours should the hotel include in the housekeeping budget?

125

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 understays or overstays. What percentage of rooms is allocated for walk-ins?

20%

130 rooms at The Starlight Hotel were occupied during the first weekend in March, including 26 walk-in guests. What percentage of rooms was occupied by walk-in guests?

20% (2)

The Willowbrook Inn anticipates that 15% of 140 expected checkouts will be overstays. How many rooms should the Inn allocate for overstay guests?

21

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?

9

An airline flight departs from Montreal, Canada at 8:30 a.m. for Denver, Colorado, which is located in a time zone that is two hours behind Montreal. If the air travel time for the flight is three hours, what time will the aircraft arrive in Denver?

9:30 a.m.

Which is an example of a critical moment in which a customer may form a negative opinion about a hospitality or tourism business?

A customer has to wait on hold for a long time to make a hotel reservation by telephone.

What should a motel employee possess to foster positive relationships with the motel's guests?

A customer-service mindset

Which is the best example that demonstrates the concept of suggestive selling in the hospitality industry?

A resort reservationist asks guests if they would prefer to book a suite instead of a king single room.

Paul, a hotel bellhop, carries Mrs. Peabody's luggage and escorts her to a hotel room. What does this situation exemplify?

A service encounter

What do all hospitality employees need to possess to handle customers' complaints effectively?

Active listening skills

Which types of tours are likely to appeal to individuals who are active and athletic and enjoy taking physical risks?

Adventure

Which place is a continent?

Africa

Which are components of the travel industry?

Airlines, rental cars, and trains

What happened in response to the terrorist attacks that occurred on September 11, 2001?

Airport security increased

What must a convention hotel salesperson often need to do to obtain a contract for a large business conference?

Answer objections

A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?

Apologize for the mistake and correct the food order

How is an amusement park positioning a new roller coaster ride when it focuses on the ride's physical characteristics?

Attributes

How can restaurant employees be helpful during a robbery?

Be observant

How can hospitality employees foster positive relationships with international guests or clients?

Be respectful of cultural differences

Many coastal destinations have strict building codes for beach homes and hotels due to climate changes, storms, and ocean currents that remove land and shift sand and rocks on the coastline. What is the result of these land changes at these destinations?

Beach Erosion

Why do airlines offer several menu options to accommodate their passengers?

Because dietary habits often vary by culture

Which department should a front-desk clerk work with to help guests move their luggage from the hotel lobby to their sleeping rooms?

Bell services

Kristin, an employee of Stonebridge Resort, is helping Mrs. Davenport make her room reservation for next month. In which process is Kristen engaging?

Booking a reservation

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

Building positive customer relationships through quality service

The owner of an advertising agency plans to leave town to negotiate a merger for his or her company. Which is the purpose of the trip?

Business

Farrington Golf Resort sponsors a large golf tournament each year to raise money for the local children's hospital. How is the resort exhibiting social responsibility in this situation?

By hosting a charitable event

How is a motel positioning itself when it emphasizes a good value and low rates?

By price

Which is a component of the lodging industry?

Campsites

Which type of service might a travel agent recommend to clients who want to tour Arizona, New Mexico, and California on their own at a leisurely pace?

Car rental

After the Seattle Seahawks won the Super Bowl, massive outdoor celebrations and riots occurred on Seattle streets, which caused traffic problems and safety issues. Which type of emergency does this situation exemplify?

Civil disobedience

Which type of security system enables hotels and restaurants to video-record activities such as robbery, shoplifting, and employee theft?

Closed-circuit television

Executives of a Guatemalan tour company tend to make business decisions as a group. Which dimension of culture does this situation exemplify?

Collectivism

Which destination is most likely to appeal to individuals who like to participate in cold-weather sports?

Colorado snow-ski resort

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?

Comment cards

What is a hotel restaurant doing when it makes sure that its employees wash their hands properly when preparing food orders?

Complying with health codes

What should Horning Hotels do to determine which goods and services to provide in the new hotel that it is opening in China?

Conduct research about chinese culture

Which economic indicators suggests that a country is likely to experience an overall increase in domestic travel and tourism?

Consumer spending increases

What tends to occur when a nation's economy experiences an economic recession?

Consumers save their money and reduce their travel

What do travel agents need to do to help clients make decisions about which travel products to buy?

Create a positive image of a product

Which is an important factor to consider when establishing staffing and service ratios for a hotel?

Customer demand

A tour wholesaler is developing a guided bus tour for 55- to 70-year-old couples with an income between $60,000 and $100,000. How is the tour wholesaler segmenting the target market?

Demographics

A client wants to book a cruise. What is the most appropriate action for the travel agent to take?

Determine the client's needs and preferences

What is the foundation of a unique selling proposition for a hospitality and tourism business?

Differentiation

Which type of advertising is a resort using when it sends a postcard to its former guests?

Direct mail

Hospitality and tourism employees speak different languages, and have different customs and beliefs. Which type of workforce do these characteristics describe?

Diverse

If Dana is a tour bus operator, what does Dana need in order to perform her job legally?

Driver's license

When is a beach resort more likely to increase its budget for labor hours?

During peak season

Why are "critical moments" during customer interactions important to a hospitality business?

During these critical moments, customers form impressions about the business.

If Tony wants to enjoy and support maintaining the natural environment, in which category of tourism will this happen?

Ecotourism

Which personal quality is important to express when handling a hotel guest's complaint?

Empathy

To whom do retail travel agencies sell hospitality and tourism products?

End users

A cruise line strives to conduct its business activities fairly and honestly. Which type of behavior is the cruise line exhibiting?

Ethical

What do hotels develop to help guests safely exit the property if a fire occurs?

Evacuation plan

What is a primary characteristic of quality service in the hospitality industry?

Exceeds customers' expectations

What is an important aspect of selling hospitality and tourism services?

Explaining product benefits

Which amenities are many hotels offering to attract the growing number of women business travelers?

Extra security measures and spa services

New Orleans, Louisiana, is a tourism destination that is located on land that is below sea level near the Gulf of Mexico. Which natural hazard is the city most likely to experience?

Flood

What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?

Follow-up with their customers

What is the last step in effectively handling a hotel guest's complaint?

Following up with the guest to ensure satisfaction

Which type of services do restaurants, banquets, and coffee shops provide to hospitality consumers?

Food and beverage

To which hotel division do the reservations, telecommunications, and guest registration departments typically report?

Front office

Which type of discrimination involves paying higher wages to men than to women?

Gender

Which type of market segmentation is a tour company using when it focuses on developing Alaskan tours and cruises?

Geographic

In some cultures, it is proper behavior to present flowers or chocolates to potential business partners before a meeting, while other cultures consider it inappropriate behavior. Which cultural difference does this situation exemplify?

Gift-giving protocol

Which process has led to an inter-dependency of travel and tourism activities among different countries to strengthen their national economies?

Globalization

Which type of tourism organization is funded by state- or local-level tax dollars?

Government agency

Landon, a concierge with the Grand Marque Hotel, makes sure that he arrives at work on time daily. How is Landon exhibiting ethical workplace behavior?

He is reliable

Which is a subject that hospitality businesses are prohibited from discussing with job applicants during the interview process?

Health issues

Jacob went to New Orleans, Louisiana to see family at several reunions. Which factor prompted Jacob to travel to this destination?

Heritage tourism

Which economic condition typically occurs during a popular vacation destination's off-season?

Higher unemployment

What is a primary factor that contributes to land pollution at tourist destinations?

Improper waste disposal

Which example is a language barrier that might occur in the hospitality industry?

Incorrect translation

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?

Individuals with physical impairments

Which type of marketing involves booking a tour on a website?

Interactive

What imaginary line is the dividing point for two calendar days?

International Date Line (IDL)

Premier Resort takes proper precautions to dispose of the toxic cleaning chemicals that it uses on the property so they do not contaminate the water or soil. How is the resort exhibiting social responsibility?

It is protecting the natural environment.

Paul and Frederick are tour guides with the Global Tour Company. Paul speaks French, and Frederick speaks German. Which type of cultural difference does this situation exemplify?

Language

Which type of employees do coastal destinations hire to keep residents and visitors safe while they are on the beach and in the water?

Lifeguards

A hotel guest reports that someone stole money and jewelry from his or her room. Which government agency should the hotel employee contact?

Local police department

Which segment of the hospitality industry focuses on providing travelers with sleeping accommodations?

Lodging

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?

Long-term orientation

Who is responsible for implementing the laws required to operate a hospitality or tourism business?

Management

What should American hospitality and tourism businesses do if they want to sell products that will appeal to foreign markets?

Modify their marketing strategies

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. Which culture difference does this situation exemplify?

Negotiation style

Which type of marketing involves a 3-day cruise offering several culinary classes for women who enjoy cooking Italian food?

Niche

Which type of behavior involves establishing eye contact with hotel guests?

Nonverbal

A guest complained that he or she reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?

Offer to give the guest a discount

Which security measure can motels implement to help maintain their guests' safety outside the facility?

Parking lot lighting system

A tour company schedules Janna and Michael to work four-hour shifts on Friday, Saturday, and Sunday to help cover the busiest time on those days. Which type of schedule are Janna and Michael working?

Part-time

Saudi Arabians wear conservative clothing that covers the entire body, while American tour guides often wear casual apparel while on the job. Which cultural difference does this situation exemplify?

Personal appearance

What do many hospitality and tourism businesses require their employees to display or wear on clothing to ensure security at the workplace?

Photo identification card

A hotel restaurant employee said, "Mr. Jones, I took your breakfast order correctly. The kitchen staff didn't prepare your food the way that you wanted it." Which inappropriate action did the employee take in handling the customer's problem?

Placing blame on someone else

Several airlines meet and decide to increase their ticket prices. In what illegal practice are the airlines engaging?

Price fixing

Which type of behavior is required of employees to establish positive relationships with hotel guests?

Proactive

What is an important aspect of handling a hotel guest's complaint?

Problem-solving

Which type of printed materials do travel agents often use as a sales tool when selling vacation packages to clients?

Promotional brochures

Which type of computer system do hotels use to determine their staffing needs?

Property management system

How can hospitality and tourism businesses help their employees embrace cultural diversity?

Provide training

A tour operator developed special tour packages for individuals who ride motorcycles. What did the tour operator use to segment the market?

Psychographics

Which advertising medium should a tour operator use to reach selective local audiences at low costs?

Radio

What do guests often do when they are very satisfied with a resort's level of service?

Recommend the resort to family and friends

Which segment of the hospitality industry focuses on providing its target market with entertainment and relaxation services?

Recreation

What should a tour guide do when handling the complaint of an angry tourist?

Remain calm

What security measure do cruise ships provide guests that enable them to store their valuable items?

Safe deposit box

A hotel lobby has loose electrical wires coming out of a wall. Which type of hazard does this situation exemplify?

Safety

Which type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?

Safety

Which is an example of an intrinsic factor that often motivates individuals travel choices?

Safety needs

What form of promotion occurs when a property offers a chance to win free lodging for one night?

Sales promotion

Which is a convenience service that a motel might provide its guests to expedite the morning departure process?

Self-checkout kiosks

Which type of system will notify the police that a robbery is in progress without the robbers' knowledge at a hospitality or tourism business?

Silent alarm

Mountainous regions typically have colder climates and snow for longer periods of time. Which types of hospitality or tourism businesses are most likely to be successful in these geographic locations?

Snow ski resorts and snowboard retailers

Which is a primary reason why many hospitality businesses rotate their employees' work schedules?

So the employees can get to know each other

Regency Hotel sent a special offer via "Tweet" to its Twitter followers. Which method of marketing communications was used?

Social Media

Which factors might a travel agency manager consider when making sales forecasts for the coming year?

Social and economic factors that are current

Lily is traveling to Charleston, South Carolina, to attend her best friend's wedding. Which is the purpose of Lily's trip?

Special event

Mr. and Mrs. Green are booking a trip to Myrtle Beach, so they can play golf at several different of the golf courses in the area. Which type of tourists are Mr. and Mrs. Green?

Special interest

Which type of tourist is interested in visiting attractions such as the Football Hall of Fame, Daytona International Speedway, and Yankee Stadium?

Sports fans

A hotel reservationist says, "Mrs. Thompson, there are only two oceanfront suites left at the Ocean Sands Hotel, so you may want to book your trip as soon as possible." Which type of sales close is the hotel reservationist using?

Standing Room Only

What does an effective unique selling proposition do for a tour operator?

Stimulates interest in the tour product

Which is a political factor that may impact travel behavior?

Terrorist threats

Since Caleb prefers to avoid the hassle of renting a car while traveling for business, he typically stays at hotels that offer shuttle service to and from the airport. Which is the motivation for Caleb's lodging choices?

The desire for convenience

When tourists spend money at local attractions, the employees working at the local attractions earn income and spend a portion of their money at local restaurants and stores. Which concept does this situation illustrate?

The economic multiplier

Marston Hotel encourages employees to value diversity in the workplace and strives to treat all of its employees fairly. How are these values most likely to affect the hotel's work culture?

The work culture is more likely to be positive and collaborative.

What is an example of leisure travel?

Thomas flies to Florida to visit his parents for a week

What should travel agents be able to explain to their clients who will be traveling to different parts of the world?

Time zones

Why is it important for employees of a tour company from different departments to work together to satisfy tourists' needs?

To achieve the company's goals

Why is it important for hotel employees to learn about other cultures?

To avoid offending coworkers and guests

Which is an expectation of all hospitality and tourism customers?

To be treated with respect by employees

What is the primary goal of promotion in the hospitality and tourism industry?

To create product demand

Why do many hospitality businesses establish schedules so that employees' work shifts overlap by 15 minutes?

To ensure a smooth shift transition

What is a primary reason why hospitality facilities develop emergency response procedures?

To help lessen panic and reduce the risk of damage or injury during an emergency situation

Why do hospitality employees need to be able to relate to different types of people?

To provide good customer service

Why do hospitality and tourism businesses keep money and valuables locked in secure locations?

To reduce the risk of theft

Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?

To remain competitive

Due to the interrelationships of the departments, the general manager manages to accomplish which common goal?

To serve the hotel guests

Which segment of the hospitality industry focuses on planning different types of trips?

Tourism

Which is a characteristic of a destination's off-season?

Tourism is low

What can hotels do to help ensure that they provide all of their guests with quality service?

Train employees

Sleep Well Motel is located near a major highway that is 100 miles away from a well-known beach destination, and the average stay of a guest is one night. Which is the Sleep Well Motel's target market?

Transient traveler

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. Which business structure is the hotel chain using?

Transnational corporation

Which is a component of the hospitality industry that focuses on meeting tourists' transportation needs?

Travel

Which is an important consideration for most leisure travelers when they are planning their vacations?

Travel budget

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 zones often affects tourists' physical well-being?

Traveling to destinations in different time zones typically alters their sleeping patterns.

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?

Unethical business practices can damage a hospitality business's image

What is an important component of a hospitality business's positioning strategy?

Unique selling proposition

A group traveled to Haiti to help rebuild homes that were destroyed by a natural disaster. Which type of tourism took place?

Voluntourism

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. Which type of environmental threat do these factors present?

Water pollution

Jack wants to give hang gliding lessons to tourists. Which climate condition is most important for Jack to consider when he selects a destination for his business?

Wind

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. Which is the cruise line's target market?

Young families

A hotel chain wants to build a new facility in Tampa, Florida. Which type of law will be a factor in determining where the hotel will be built in the Tampa area?

Zoning