Principles of Hospitality and Tourism (DECA), DECA Business Administration Core - Performance Indicators, Business Administration Core Exam: DECA, Business Administration Core Exam, Business Administration Core Exam, DECA Hospitality and Tourism exam...
Interpret a pay stub.
A pay stub, also known as a paycheck, is a legal notice including the monetary sums of salary, compensation, and stock bonus that has been deposited to an employee's bank account.
cashier
A person in a restaurant or hotel who takes customers' money and gives them change.
destination market A popular tourist attraction, such as the Grand Canyon, that attracts a large number of visitors.
A popular tourist attraction, such as the Grand Canyon, that attracts a large number of visitors.
cleaning caddy
A portable organizer that holds all the supplies needed for cleaning the bathroom in a hotel room.
house limit
A pre-set limit on the amount guests can charge on a credit card before additional authorization from the credit card company must be received.
yield management
A pricing strategy in which the price of rooms is adjusted based on consumer demand, rising in periods of peak demand and falling in the "slow season."
telephone printer
A printer attached to the hotel's phone and accounting systems that keeps track of outgoing calls made by guests.
Explain the concept of private enterprise.
A private enterprise is a type of business with no government regulation.
homestay
A private home in which the owners accept paying guests, and usually include breakfast with the cost of the stay.
bed and breakfast (B&B)
A private residence that has been turned into an owner-operated commercial inn, usually with only four or five guest rooms, and in which breakfast is included with the cost of the room.
key rack
A rack that holds keys for each room in the hotel.
mail rack
A rack that stores and organizes mail intended for hotel guests.
posted voucher rack
A rack where vouchers for hotel charges such as telephone calls and restaurant meals are stored after the charges have been posted but before they are checked by the auditor at night.
inventory log
A record of all items that go into or out of a storage area.
p.m. room status report
A report detailing the status of each room, created by a housekeeping supervisor from section housekeepers' reports, usually created at the end of the day.
a.m. room status report
A report detailing the status of each room, created by a housekeeping supervisor from section housekeepers' reports, usually created by noon.
room status report
A report listing the status of each room for the day; given to the housekeeping manager to determine which rooms need to be cleaned or changed.
section housekeeper's report
A report made by a housekeeper to keep track of the status of the rooms to which he or she is assigned.
Prepare simple written reports.
A report should contain all necessary information in an organized and systematic manner.
maintenance work order
A request, usually made by a housekeeper, to have maintenance or repairs performed on a room.
guaranteed reservation
A reservation in which the guest has presented a credit card, advance payment, or direct billing to ensure that the room will be held for a guest who arrives late, and ensures that the hotel will be paid for the room even if the guest does not show up.
central reservation system (CRS)
A reservation system utilized by a hotel chain that allows customers to call one number, usually a toll-free number, to make reservations at any hotel in the chain.
all-inclusive resort
A resort in which all amenities and services, including food and beverages, are included in the cost of the room. Example: Club Med.
standard resort
A resort where guest rooms are priced and paid for separately from activities, some services, and food.
station chef
A restaurant employee who actually makes the food, usually responsible for one portion of production, such as vegetables; also known as a production chef.
production chef
A restaurant employee who actually makes the food, usually responsible for one portion of production, such as vegetables; also known as a station chef.
sous chef
A restaurant employee who supervises production chefs and oversees the actual production of food.
du jour menu
A restaurant menu that features the specials of the day.
drive-up
A room (usually in a motel) at ground level and directly off the parking lot, that guests can drive up to.
complimentary room
A room for which the hotel does not charge a fee, often offered to a group paying for a specified number of rooms.
travel agent discount
A room rate discount offered to travel agents for their personal use.
rotary information rack
A round, rotating piece of equipment found at a hotel's front desk that is used to alphabetically keep track of registration information for guests.
bell service
A service offered by luxury hotels in which a bell hop carries customers' bags to their rooms for them.
concierge service
A service provided by full-service hotels in which employees at a guest service desk provide information for guests, and sometimes secure restaurant reservations and theater tickets.
Do Not Disturb (DND)
A sign placed outside a guest room indicating that the guests don't want to be bothered until after check-out time.
country inn
A small commercial inn that offers lodging and a restaurant, usually with six to 30 rooms, and generally offering breakfast included with the cost of a room.
bed and breakfast inn
A small inn, similar to but larger than a B&B (with as many as 30 rooms), which may also host weddings or other special events, and in which breakfast is included with the cost of a room.
corporate rate
A special discount rate for hotel rooms offered to business travelers.
per diem
A sum of money allowed to government and business travelers by their employers to cover their food and lodging expenses.
cumulative attraction
A term for lodging located near other attractions such as amusement parks, convention centers, or well-known restaurants.
familiarization tour (FAM)
A tour provided by a lodging operator to familiarize travel agents with the facility, its location, and its amenities.
Demonstrate basic web-search skills.
A web search is completed by typing text into the box and clicking the search button.
Create and post a basic webpage.
A webpage is comprised of HTML, CSS, JavaScript, and other programming code to create user interfaces (UIs) in order to market and sell a business and its products. Online applications (such as Weebly) can eliminate the need for a web designer.
maintenance log
A written record of what repairs have been made and when, including scheduled and unscheduled repairs.
Which of the following is a true statement:
Accidents and injuries occur frequently in the workplace
Explain procedures for handling accidents.
Accidents should be reported to management or handled as instructed in the employee handbook.
Explain the use of technology in accounting.
Accountants, especially certified public accountants (CPAs), can use technology to market their skills to prospective clients as well as use it to submit documents.
Explain the concept of accounting.
Accounting is the action or process of keeping financial accounts.
Demonstrate adaptability.
Adaptability is ability of an individual to adjust to changes in the workplace.
Which of the following parts of self-management reflects the ability to adjust to new and changing situations:
Adaptability.
Discuss the role of administrative law.
Administrative law governs the activities of government agencies.
42% of leisure travelers, travel by?
Air
Explain the nature of overhead/operating costs.
All businesses have operating costs including employee salaries and facility costs.
Prepare personal income tax forms.
All documents should be gathered and all necessary information should be recorded, such as sources of income, amount of income, and sums of tax-deductible donations.
Explain routine security precautions.
All facilities should be frequently checked to ensure safety protocol is being adhered to.
Comply with policies and procedures for use of property and equipment.
All policies and procedures should be meticulously read and clearly understood by all employees.
Follow safety precautions.
All safety precautions should be followed carefully to prevent damage to employees or property.
Follow established security procedures/policies.
All security policies and procedures should be understood and followed meticulously to prevent damage to employees or property.
modified
American plan A hotel pricing plan that includes two meals a day with the cost of the room.
At the Clara's Pizza Parlor web site, customers are encouraged to send electronic postcards advertising the restaurant to friends and families. This is an example of __________ word-of-mouth marketing.
Amplified
open house
An event sponsored by a lodging facility in which prospective guests are invited to tour the facility, meet management, and usually enjoy refreshments.
Write executive summaries.
An executive summary should contain only the main points in a way such that the reader can understand the material without having to read it all.
hostel
An inexpensive lodging (usually a small inn) for students and other youth who are traveling on foot or bicycle, usually very inexpensive.
motel
An inexpensive, single-story hotel near a highway with guest rooms facing and directly accessible from the parking lot.
Interview for a job.
An interview is a series of questions asked by a human resources employee to assess the competence of an employee to work in a certain position at a company.
Emma is preparing a report about business trends in her industry, which she must submit to her manager in two days. The most efficient, cost-effective way for Emma to obtain the information is to
Analyze information that is posted on the industry's trade association's web site.
leisure travel
Any travel undertaken for pleasure, rather than for business reasons.
post
Apply a charge to a guest's folio.
Exhibit self-confidence.
Self-confidence can be exhibited through a calm yet assertive tone of voice, clear articulation and enunciation, and through knowledge of the subject under discussion.
Mr. Field makes all the important decisions and gives his employees very specific instructions. Which of the following describes Mr. Field's management style:
Authoritarian.
Keeping reliable accounting records helps hospitality and tourism businesses to
Avoid developing credit problems.
A common type of injury that can result from improper lifting is a A. fall. B. strain. C. shock. D. wound.
B
Allison is attending a business seminar. Because the seminar presenter is speaking very quickly, Allison is having a difficult time taking accurate notes. What technique would help Allison take notes quickly? A. Write notes on index cards B. Use abbreviations and symbols C. Focus on the subtopics D. Ask the speaker to provide handouts
B
Claire receives a lot of email messages every day. One client has sent her a message requesting some information that won't be available to Claire until next week. What can Claire do to remind herself to send the client the information when it is available? A. Forward the message to her supervisor B. Flag the message for follow-up C. Place the client's name in her address book D. Move the message to her spam folder
B
During a meeting, Kevin provided an idea for cutting departmental costs by 20 percent. Which action would indicate that Kevin's supervisor liked his idea? A. Rolling his/her eyes while sarcastically stating, "Great idea, Kevin" B. Nodding, smiling, and writing down the idea C. Making eye contact, frowning, and crossing his/her arms D. Cutting Kevin off while he's speaking and asking for more ideas
B
Ethical employees are responsible workers who can be counted on to A. do whatever it takes to get ahead. B. complete the tasks they start. C. copy the actions of celebrities. D. discuss personal issues with coworkers.
B
Expressing empathy and being willing to help others are the aspects of emotional intelligence that relate to A. self-management. B. social awareness. C. relationship management. D. self-awareness.
B
How does communicating with others help you to maintain a positive attitude? A. By providing you with support for your ideas B. By helping you to feel understood C. By allowing you to justify your opinions D. By informing you about others' achievements
B
If customers feel that a product's price is too high, they will probably A. call the Better Business Bureau. B. buy less of the product. C. make a formal complaint. D. try to negotiate the price.
B
Jana has a meeting with her boss for two hours at 10:00 Monday morning and is leading a videoconference at 4:30 that afternoon. Susan, a potential investor, calls Jana early Monday morning and says that she will be flying in from Portland at 11:30 a.m. After she picks up her rental car, Susan wants to meet with Jana early Monday afternoon. Jana knows that meetings with her boss tend to last longer than expected, and that Susan will have a 45-minute drive from the airport to her office. The investor could really help the company, so Jana feels that it is important to meet with Susan. What should Jana tell this important potential investor about meeting on Monday afternoon? A. Tell Susan that Monday is a very bad day and suggest that they schedule a meeting the following week B. Suggest that they meet for lunch at 1:15 p.m. at a restaurant located between the airport and her office C. Ask Susan to meet her at her office at noon for a lunch meeting D. Advise Susan that she can meet her at the airport lounge at 3:15 p.m.
B
One way that businesses can protect the privacy of their customers is to limit the number of employees who have access to the customers' A. purchasing histories. B. personal information. C. identification codes. D. telephone numbers.
B
Ramona's teacher is giving directions for the midterm; but the two students sitting on either side of Ramona are whispering to each other, and it's hard for her to hear. Ramona focuses all of her attention on the teacher, so she doesn't miss anything important. Which of the following steps for following directions does this situation illustrate: A. Acknowledging directions verbally or nonverbally B. Eliminating distractions C. Reaching consensus D. Recommending alternatives
B
Special events, demonstrations, contests, and coupons are activities that are controlled by a business's __________ policies. A. employee B. promotional C. service D. product
B
The most flexible document within a project plan is the A. risk-management plan. B. project schedule. C. project scope. D. quality-management plan.
B
The opening sentences of an effective business letter should A. be completely impersonal. B. come right to the point. C. always be formal. D. avoid specific details.
B
Tony works for a large insurance company. His job is to support the company president, schedule his/her appointments, and answer his/her phone calls. Tony works in A. operations management. B. administrative services. C. marketing communications. D. human resource management.
B
When employees demonstrate adaptability, they are able to be A. aggressive. B. flexible. C. honest. D. creative.
B
When you ask yourself, "What would I attempt to do if I knew I could not fail?", you are determining your A. necessary resources. B. aspirations. C. reason for existing. D. values.
B
Which activities are likely to increase a firm's profit? A. Increasing supplies and decreasing production B. Increasing sales and decreasing expenses C. Decreasing sales and increasing expenses D. Decreasing supplies and increasing production
B
Which of the following computer functions enables a computer user to bring the text and the graphics from documents and spreadsheets created in other software programs into a presentation software program: A. Caption B. Import C. Style D. Draw
B
Which of the following is NOT a concept related to the time value of money: A. Opportunity cost B. Scarcity C. Interest rates D. Future value
B
Which of the following is a goal that takes priority over other activities: A. Performance goal B. Effective goal C. Learning goal D. SMART goal
B
Which of the following is an example of a business applying information to accomplish a task: A. Conducting research on consumer preferences B. Reviewing data on trends to develop new products C. Developing questionnaires for local surveys D. Examining promotional activities of competitors
B
Which of the following is an example of paradigm innovation: A. Energy-saving light bulbs B. Windows computer operating system C. The latest model of the Honda Civic D. Rechargeable batteries
B
Which of the following is the primary purpose of word-processing software programs: A. To arrange numerical data B. To create text documents C. To maintain tables of data D. To store business records
B
Workers should demonstrate honest behavior on and off the job because they will A. be more likely to receive promotions. B. show that they can be trusted. C. probably earn more money. D. be less likely to have problems.
B
Writing a follow-up letter after a job interview allows a job applicant the opportunity to A. provide references and recommendations. B. restate his/her interest in the position. C. explain her/his training and experience. D. describe personal strengths and weaknesses.
B
Prepare bank account documents.
Bank account documents include deposit slips, withdrawal slips, checks, passbooks, and account statements. They should contain all necessary information (such as monetary sums).
Read and reconcile bank statements.
Bank statements include the financial transactions made over a certain period of time via bank account.
Interpret data mining findings.
Based on existing data, one can deduce information from connections between sets of data.
What do employees need to be successful in most business careers?
Basic academic skills
Recognize personal biases and stereotypes.
Bias - tendency/perspective to a certain thing Stereotype - broad generalization about something
Describe the nature of legally binding contracts.
Both parties agree to the terms of a written or spoken contract, or face legal consequences.
Discuss the impact of bribery and foreign monetary payments on business.
Bribery wastes money (estimated 5% of GDP) and decreases efficiency while increasing inequality.
Facilitate group discussions.
Bring up a problem or topic of casual conversation and initiate conversation.
Hanson Supermarket wanted to establish a form of business credit with Smith Wholesale Company that would allow the owner to purchase meat, vegetables, bread, and milk products on a "90 days same as cash" basis. The owner also wanted a credit account that would require payments every 30 days so that s/he would not have to make large payments. The type of credit account that would best suit Hanson Supermarket is a(n) ___________ credit account.
Budget.
Describe the nature of budgets.
Budgets include monetary sums set aside for various activities such as purchase, savings, and investments.
An unhappy customer wants to return some merchandise. The salesperson listens well and is polite and courteous to the customer. As a result of this professional approach, the customer leaves the business satisfied. This is an example of
Building positive customer relations
Which of the following would help Caitlin emphasize the most important points and clarify the crucial concepts of her business report:
Bullet-pointed list
Explain the nature of business ethics.
Business ethics include employees balancing their personal and professional responsibilities, as well as companies serving the interests of both their consumers and stakeholders.
Overcome problems and difficulties associated with office politics.
By using negotiation techniques, office drama can be resolved in an effective manner.
Ben and Tasha are coworkers who are applying for the same supervisory position in the company and now they are NOT speaking to each other. The reason for the conflict is A. exclusion. B. unclear boundaries. C. authority. D. unclear expectations.
C
Economics is concerned primarily with evaluating alternatives and A. increasing foreign trade. B. financing the national debt. C. making economic decisions. D. producing goods and services.
C
Employees who value differences in the workplace are more satisfied and increase the company's A. benefits. B. workforce. C. productivity. D. assets.
C
How can you let people know that you are really thinking about what they are saying? A. By using clichés B. By making jokes C. By asking questions D. By making comments
C
If a leader takes ownership of a problem, makes sure it is fixed, and takes steps to prevent it from happening again, s/he is demonstrating A. flexibility. B. adaptability. C. responsibility. D. social awareness.
C
Individuals are most likely to require the services of a mortgage company when they want to A. invest in the stock market. B. acquire liability insurance. C. purchase real estate. D. earn interest on savings.
C
Most businesses consider initiative to be __________ for employees. A. elective B. optional C. essential D. irrelevant
C
Often, the most effective way to interpret others' nonverbal cues is to look at their A. clothing style. B. leg movements. C. facial expressions. D. office decor.
C
On January 3, Anna mailed her credit card payment, which was due on January 5. The credit card issuer received the payment on January 7. What most likely appeared on Anna's credit card statement the following month? A. Processing charge B. Application charge C. Late fee D. Over-limit fee
C
The relationship between your traits and your personality can be described as A. independent. B. nonexistent. C. interdependent. D. indirect.
C
To take responsibility for your decisions and actions, it's important to build your self-confidence and A. work portfolio. B. grades. C. self-esteem. D. physical fitness.
C
What is the benefit of shared vision to an organization? A. It creates an ethnocentric environment. B. It ensures that the team's goals are achievable. C. It serves as a guide for decision making. D. It supports a groupthink attitude.
C
What type of information may be listed in the work experience section of a résumé if the person has had only a few paying jobs? A. Career objectives B. Technical training C. Volunteer positions D. Personal references
C
When Caroline explains the company's rules of conduct to a new employee, she should also explain A. who developed the rules. B. the specific reasons for having all the rules. C. the consequences of breaking the rules. D. when the rules were implemented.
C
When a workplace security issue occurs, an employee should report the problem to the appropriate __________ agency. A. health B. fire prevention C. law enforcement D. welfare
C
When reconciling bank statements, it is important to consider A. services not available online. B. the number of transactions. C. checks that have not cleared. D. the types of payroll deposits.
C
Which of the following is NOT a capital resource: A. Warehouse B. Manufacturing plant C. Assembly line worker D. Production equipment
C
Which of the following is the most appropriate method for supervisors to use when communicating about personal or confidential issues with individual employees: A. Telephone conference call B. Company newsletter C. Face-to-face meeting D. Staff memo
C
Which of the following often makes it necessary for workers to continue their education and obtain training to pursue different careers: A. Changes in geography B. Increases in responsibility C. Advances in technology D. Limits to confidentiality
C
Which of the following often presents an opportunity for current employees to be considered for a promotion: A. Occupation is high paying. B. Entry-level job is available. C. New position is created. D. Career is being revised.
C
Demonstrate self-control.
Self-control can be demonstrated via methods such as anger management, stress management, and compulsive behavior control.
Explain the concept of self-esteem.
Self-esteem is a person's overall subjective emotional evaluation of his or her own worth. One can improve his/her self-esteem by assessing their strengths and appreciating them.
upgrade
Sell a guest a room with additional features or amenities (and usually a higher price).
One way that individuals can obtain valuable work experience before applying for full-time paying positions is to
Serve an internship.
A small, local restaurant has decided to advertise its elegant atmosphere and qualified wait staff. This approach is an example of __________ marketing.
Service
amenities
Services or goods offered to hotel guests in addition to a basic room, such as soaps, robes, a game room, or a pool.
When managing a project, the first activity is for the project leader to
Set goals.
Which of the following is an example of creating form utility:
Sewing a dress
The following information appears at the end of all of Molly's outgoing e-mails: Molly S. Glenn; Assistant Manager; The Creekside Café; 4422 Clear Creek Road, Danville, TN 44882; (774) 555-2047; [email protected]. This information is Molly's e-mail
Signature
Identify skills needed to enhance career progression.
Since the corporate ladder is very competitive, employees should possess strong negotiation skills, conflict management skills, emotional intelligence, and related skills to enhance career progression.
Which of the following is an example of online advertising:
Sponsoring a web site
Demonstrate basic spreadsheet applications.
Spreadsheet applications (such as Google Sheets) can be used to organize information and compile it in charts, graphs, and tables.
Explain legal considerations for accounting.
Clients can file malpractice lawsuits against their CPAs if they commit fraudulent behavior resulting in a loss of money for the client.
Which of the following is a true statement about coaching:
Coaching is enabling others to reach their potential
Enlist others in working toward a shared vision.
Collaboration is a powerful tool and it is important that fellow workers exhibit personality traits such as motivation, positive attitude, empathy, and conflict resolution skills in order to form the perfect work team.
Discuss the nature of debtor-creditor relationships.
Debtor-creditor relationships are when one party (debtor) owes another party (creditor) money. They can be voluntary (credit card purchases, mortgage payments. etc.) or involuntary (child support, etc.)
Discuss the importance of utilizing ethical purchasing methods.
Debts should always be paid on time when purchasing a product. Although one can declare bankruptcy, this has devastating consequences on the individual and the business.
What is an example of a minor decision?
Deciding what to eat for lunch
Make decisions.
Decisions should be made to benefit the employees and company as a whole. Types of Decision-Making: Autocratic - 1 person Minimum Input - 2 people Moderate Input - more than 2 people, but not all Laissez Faire - everyone's input
An effective technique to use to clarify information when giving verbal directions involves
Demonstrating a procedure
mid tier
Describes a full-service hotel that caters to business travelers, usually with meeting rooms, some in-room services and amenities, a pool, and shuttle service to an airport or train station.
lower tier
Describes a full-service hotel that offers several services and amenities, but caters to a frugal customer.
stayover (S/O)
Describes a hotel room in which the guest is expected to stay another day.
understay
Describes a room in which the guest checked out before they were scheduled.
check-out (C/O)
Describes a room in which the guest is expected to check out that day.
overstay
Describes a room in which the guests have decided to stay longer than originally intended.
out-of-order (OOO)
Describes a room that cannot be used because of a maintenance or other problem.
vacant and ready (V/R)
Describes a room that the guest has checked out of and the housekeeping staff has cleaned.
vacant (V)
Describes a room that was not occupied the night before and is ready to be rented.
interception
Describes the ability of a lodging facility to intercept travelers going to or from an attraction, such as a business district or recreational facility.
upper tier
Describes the most luxurious of full-service hotels, usually with a variety of rooms, and many in-room services and amenities.
Use basic operating systems.
Employees should know how to type, log in, open browsers, use integrated software, use email and social media, etc.
Reinforce service orientation through communication.
Employees should make it clear that their intention is to help the customer.
Adapt communication to the cultural and social differences among clients.
Employees should refrain from using derogatory, racist, and sexist vocabulary. They should determine when it is appropriate to utilize more casual or more professional communication.
Demonstrate ethical work habits.
Employees with good work ethic demonstrate reliability, a positive attitude, communication skills, and motivation.
Analyze employer expectations in the business environment.
Employers expect employees to be competent in accomplishing their assigned tasks.
Explain employment opportunities in business.
Employment opportunities in business includes marketing, accounting, market research, sales, finance operations, business operations, human resource management, etc. in the fields of technology, hospitality, tourism, sports/entertainment etc.
Explain the role-requirements of entrepreneurs and owners.
Entrepreneurs and owners should be good leaders and well-versed in business.
Describe the nature of entrepreneurship.
Entrepreneurship is the development of a business from the ground up, including coming up with an idea and turning it into a profitable business.
Which of the following is the most appropriate method for supervisors to use when communicating about personal or confidential issues with individual employees:
Face-to-face meeting
The most effective way to interpret others' nonverbal cues often is to look at their
Facial expressions
Discuss the nature of environmental law.
Environmental law is a form of legislation that addresses the effects of human activity on the environment.
The characteristics that reflect an individual's honesty, dependability, and fairness are referred to as
Ethical standards
Tom believes that his own culture is naturally better than other cultures. This is an example of
Ethnocentrism. Tom's belief is ethnocentric.
Explain employee's role in expense control.
Every employee has the power to be more productive and decrease the expenses for the company (more labor in less time for the same amount of money)
Treat others fairly at work.
Everyone should be treated the same, be heard, and have their rights protected regardless of race, gender, age, religion, or sexual orientation.
Sell ideas to others.
Evidence, emotion, and reasoning can sell an idea to an audience.
Make oral presentations.
Exhibit assertive/strong posture, tone, and enunciation and look confident.
Use appropriate assertiveness.
Exhibit self-confidence and assurance without being aggressive by being negotiable and encouraging.
What should a quick-serve restaurant employee check when accepting a "buy one sandwich, get one free" coupon from a customer?
Expiration date
Employees need to have a thorough knowledge of business policies in order to?
Explain policies to customers
An example of a nonverbal signal that you can use to establish a connection with others and indicate that you are tuned in to what they are saying is
Eye contact.
Explain the nature of financial needs.
Financial need is the necessity of money to purchase goods and services such as food, water, shelter, clothing, transportation, education, labor, etc.
Maintain financial records.
Financial records should include any money spent or saved in a budget.
What should you do to be prepared to answer customer questions?
Find out what you need to know to do your job well.
FIFO
First in-first out; a method for rotating inventory to make sure that the items that arrive first are used first.
What portable device can businesspeople use to store electronic documents, so they can later retrieve them from other computers?
Flash drive.
Write a follow-up letter after job interviews.
Follow-up letters should reinforce the applicant's interest in the company.
Employees can help to prevent customers from cheating the business out of cash by
Following the business's point-of-sale procedures.
Determine economic utilities created by business activities.
Form Utility - configuration of product Place Utility - physical location Time Utility - timing of service Possession Utility - terms of ownership
Elinor is using a word-processing program to prepare a business letter to send to the company's suppliers. She has selected a ready-to-use letter template. If she wants to change the size of the text, she should access the __________ menu.
Format
What is one of the identifying characteristics of private enterprise?
Freedom in the marketplace.
Which of the following is an external source of information about yourself that could help you to develop
Friends
Which of the following types of broker usually charges the highest commissions:
Full-service
Discuss the nature of human resources management.
Functions of HRM: Planning/Analysis - assessing employees' performance and training Employee Relations - liaisons between managers and subordinates Health/Safety - ensuring compliance of workplace with OSHA regulations Compensation/Benefits - payroll and benefits such as health insurance HR Development - operations of dept. Staffing - hiring Equal Employment - working to make workplace more diverse
Karla and Brad are college graduates who have received a small inheritance from their grandfather's estate. Karla and Brad have always wanted to own a business, and they are committed to devoting both time and money to making it a success. What type of business ownership would you recommend to Karla and Brad?
General partnership
Explain the nature of global trade.
Global trade occurs through the transport of goods internationally. Import/export law differs from country to country and must be abided by.
Describe the impact of globalization on business.
Globalization allows businesses to promote its products over the Internet and work with other businesses around the globe. However, there is increased competition from foreign companies.
Distinguish between economic goods and services.
Good - tangible, purchased for manual use Service - intangible, purchased for one to perform a task on behalf of the clientt
Making employment information available to job seekers in many locations at the same time is one way that computer technology impacts
Human resources management.
To become more organized, one must first __________ activities.
Identify
Before writing informational messages, it is important for business employees to
Identify the audience
Describe the impact of a country's history on world trade.
If a nation is an opponent of another, inhabitants of that nation may be reluctant to purchase from vendors of those opposing nations.
Extract relevant information from written materials.
If a piece of information from written material relates to the topic under discussion and is true, then it is relevant.
Report noncompliance with business health and safety regulations.
If health and safety standards are being violated, they should be reported to management to prevent damage to employees or property.
Evaluate quality and source of information.
If the author's credentials are valid, the quality from the source is likely to be higher.
Interpret others' nonverbal cues.
If the listener appears irritated, switch topics or end the conversation. If s/he appears attentive or enthusiastic, carry on and press further.
By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's
Image.
Which of the following is the opportunity cost for a person who decides to place $500 in the bank rather than purchase something s/he really wants but does not need:
Immediate gratification
Which of the following describes the relationship between self-esteem and your success in life:
Important to success.
Which of the following is a way that using product substitution can benefit a hospitality and tourism business:
Improved reputation
Explain the nature of tools that can be used to access information in the database system.
In order to break into an information system, hackers can program tools to gain access to confidential information.
Describe the nature of customs regulations.
In the USA, customs regulations are imposed by the U.S. Customs and Border Protection agency. They exist to protect the country's economy, people, and environment; and monitor the flow of goods across international borders.
Explain the nature of import/export law.
In the USA, import/export law is regulated by the U.S. Customs and Border Protection agency. These regulations govern what can and cannot be brought in and out of the country.
Discuss the nature of information management.
Information management is the concept of storing information on various data and applying it to business sectors such as marketing and finance.
Assess information needs.
Information needs to include several relevant data sets for comparison that can be used to brainstorm promotional strategies.
Explain information privacy, security, and confidentiality considerations in business.
Information should always be encrypted and secure from cybercriminals and should not be disclosed without authorization.
Explain ethical considerations in providing information.
Information technology affects common issues such as copyright protection, intellectual freedom, accountability, privacy, and security.
Demonstrate interest and enthusiasm.
Interest and enthusiasm is demonstrated through methods such as relevant questioning and discussion facilitation.
When the price of a product is high, consumer demand will usually be
Low
Appropriate information management saves businesses time and money by
Maintaining higher levels of productivity.
Which of the following is the type of information system that contains word-processing and spreadsheet applications:
Office automation.
Explain the nature of office politics.
Office politics is a scenario in which multiple employees battle for dominance over decision-making. It can be helpful (clear leader) or harmful (uncontrollable conflict).
Explain the need for ongoing education as a worker.
Ongoing education (such as receiving an MBA) is necessary to continue to obtain skills necessary in a 21st-century business environment.
preventive maintenance
Ongoing repairs to a facility's buildings and equipment that prevent breakdowns, slow deterioration, and maintain the quality of the facility.
Which of the following is an example of external secondary information that a hotel chain might use for marketing-research purposes:
Online industry reports
Describe types of business activities.
Operations - improving quality/efficiency Marketing - improving product appeal to consumers Finance - recording financial transactions to make recommendations, filing reports to banks and gov.
Explain the nature of operations.
Operations is the business activity of harvesting value from assets owned by a business. These assets can be tangible or intangible.
Which of the following is an example of a business placing a blanket order with a vendor:
Ordering goods without specifying style.
Place orders/reorders.
Orders and reorders are sales contracts, or agreements between two entities agreeing for the financial transaction and tangible or intangible exchange of a good or service.
Maintain appropriate personal appearance.
Personal hygiene can be maintained through showers, brushing of teeth, use of deodorant, haircuts, shaving, etc. Women can use makeup if they wish.
Assess personal interests and skills needed for success in business.
Personal interests and skills such as socializing, public speaking, and data analysis are key to business.
Write professional messages.
Professional messages should be written the same way as other forms of written business communication.
JavaScript, BETA, AppleScript, and Ubercode are examples of computer
Programming languages
Give verbal directions.
Say the directions out loud in an initiative manner. Include all necessary information. Ask the audience if they have any questions, and answer clearly and thoroughly.
Effective corporate blogs are typically
Search-engine friendly.
global reservation system
A computerized reservation system in which guests can make hotel reservations at the same time they make airline and car rental reservations.
independent reservation system
A computerized, toll-free reservation system provided to smaller hotel operators by an independent company for a fee.
short-order cook
A cook who prepares food such as hamburgers and French fries, often supporting a line chef.
Corporation
A corporation is owned by stockholders who have purchased stock. If you invest in the corporation, you will be one of the owners who will share in the profits of the business but will not be responsible for the day-to-day operations.
corporate lodging operation
A corporation that owns and operates one or more lodging operations.
The Elm Creek Bed and Breakfast, located in rural southern Indiana, is interested in generating more customer traffic at its website. Its target market is honeymooners and married couples aged 25 to 65 who live in southern Indiana or northern Kentucky. Which of the following online marketing options is most likely to attract the right target audience to the hotel's website:
A link on the Midwest Lodging Directory website
A database containing customer names, street addresses, home telephone numbers, and birthdates could be used to generate which of the following lists:
A list of customer names and street addresses sorted by area code
senior living service
A lodging for elderly guests that combines a health facility, luxurious rooms, and food and beverage service.
campground
A lodging operation offering guests either a place to pitch a tent or a space to park a recreational vehicle.
European plan
A lodging pricing plan in which no meals are included in the price of the room.
full-service hotel
A lodging property that offers a full range of services and amenities including recreational services, food and beverage services, a bell staff, a concierge staff, a housekeeping staff, a front desk, and maintenance.
non-guaranteed reservation
A lodging reservation for which the guest has not offered guaranteed payment, usually held until some set time in the evening, and then given to someone else if needed.
motor inn
A lodging similar to a motel, inexpensive and located near a highway, but with more than one floor and more services.
remind-o-timer
A machine that sounds a loud alarm to remind the front desk clerk to make wake-up calls to hotel guests.
date- and time-stamping machine
A machine that stamps a date and time on correspondence or forms; used to keep track of guest check in and check out, and hotel correspondence.
table-d'hote menu
A menu on which a complete meal or a few courses are offered together at a fixed price.
à-la-carte menu
A menu on which each item carries its own price.
folio tray
A metal tray that holds folio cards for each guest in the hotel, usually organized by room number.
Explain the concept of Gross Domestic Product.
A nation's GDP is a quantitative measure representing the total monetary value of all goods and services produced within a country's borders over a period of time. It can be used as a measure of a nation's wealth.
Ethnocentrism
belief that your own culture is naturally better than other cultures
Corporate Bonds
bonds issued by corporations to fund operating expenses
Generalized Résumé
broad, general information rather than specific information
Churning
broker may encourage you to make excessive trades just to collect the commission fees from each one
Unlimited Liability
business owners are personally liable for debts incurred by the business
Contraction
businesses are affected by external factors; businesses often experience lower sales and profits
Brand-insistence Buying Behavior
buyer will not buy anything other than a specific brand or product
Attitude
can be positive and open to change
Communist Command Economy
capital for business investment is provided by the government, which obtains it by taking the profits of businesses it owns and by levying taxes
reservation
customers concluded arrangement with a goods or services supplier representing a completed sale
Punitive Damages
damages intended to reform or deter the defendant and others from engaging in conduct similar to that which formed the basis of the lawsuit
Price Fixing
eliminates competition
Functional Résumé
emphasizes major accomplishments according to importance rather than date
concierge
employee in a full service hotel responsible for providing guests with information local dining and attractions as well as assisting with guest requests
front of house
employees and/ or departments who direct contact with guests
servers
employees who transfer food and beverages to guests
Substantive Due Process
ensure that the government does not take away our fundamental rights
Explain communication techniques that support and encourage a speaker.
enthusiasm, open-ended questions, body language, approval, attentive listening, eye contact, encouragement, energy
Work Team
group of employees which is responsible for carrying out an entire work process
executive chef
head of the house
amenity
hotel products and services designed to appeal to guest
turn-down service
hotel service in which a room is cleaned and refreshed, and bed linen is turned down for sleeping, usually during a period a guest is not the hotel room
Primary Dimensions of Diversity
inborn differences that cannot be changed and affect a person's entire life
Procedural Due Process
individuals and businesses who are sued or charged with a crime have the opportunity to present evidence on their behalf before a court can impose a penalty
Entrepreneurs
individuals who expand their businesses in the form of products, personnel, and target markets
Payroll Records
information about money paid to employees in a given period
Appropriation
involves a business or person who uses—without permission—another person's name, likeness, and other unique characteristics for the benefit or gain of the user
Business-format Franchise
involves a close,continuous, working relationship between the franchisor and the franchisee
What is imbound tourism?
involves non-residents traveling in the given country
What is outbound tourism?
involves residents traveling in another country
Variety-seeking Buying Behavior
involves the purchase of routine items
Automation
involves the use of machines to carry out production tasks
Accrual Accounting Method
journalize income and expenditures at the time they occur even if no money changes hands at that time
A restaurant employee telling a customer that "The 16-inch pepperoni pizza special is a better value because it provides 10 slices for $6.00 instead of three slices for $1.00 each" is an example of suggestion selling
larger quantities.
Lending Investment
lender allows a borrower to use his/her money during a period of time for a specified fee or rate of interest
Chronological Résumé
lists an applicant's education and experience in order according to date, beginning with the most recent
A circumstance that often motivates people to select one lodging facility over another is the
location of the property.
Bell Stand
location where a guest can locate a bell person who will escort the guest and his/her luggage to his/her room
In visual merchandising, mass displays create an image of
low prices.
Lockout
management refuses to allow union members to work
Bundling
marketing strategy that involves offering several products for sale as one combined product
Market Economy (Free Enterprise)
means of production and distribution are owned and controlled by individuals and businesses
Flighting Strategy
media timing strategy that concentrates advertising during peak sales periods followed by periods of no advertising
Price Indexing
method of measuring inflation
Capital Structure
mix of debt and equity financing used to finance investments and projects
Transfer Payments
monies paid by the government in which no goods or services are received in exchange
Define ethics.
moral conduct-knowledge of right and wrong, confidentiality, and moral behaivor
Job Rotation
moving from one job to another job within an organization
Product/Service Management
obtaining, developing, maintaining, and improving a product or service mix in response to market opportunities
off-peck
occurring or offered during a low demand period
Frictional Unemployment
occurs because there are always workers who are in transition
Budget Hotels (Economy)
offer low priced guest rooms including limited amenities (ex: coffee or complimentary breakfast)
Traditional Economy
people produce only what they must have in order to exist
Conversion
personal property is taken from the owner and given to someone else to use
Aptitude
possessing the skill or ability to do something
Wrongful Interference
predatory behavior undertaken by a business to draw either customers or employees away from a competitor
Skimming
price strategy that involves setting prices higher than those of the competition
An important step in proofing print advertising copy is to check the
prices in the ad.
Time Management
priorize your tasks
Quality Circle
problem-solving group
Information Management
process of accessing, processing, maintaining, evaluating, and disseminating knowledge, facts, or data for the purpose of assisting business decision making
Operations Management
process of planning, controlling, and monitoring the day-to-day activities required for continued business functioning
Sovereign Immunity
protects a federal government from lawsuits brought against it in foreign courts
Targeted Résumé
provide specific information about the applicant's qualifications
What is full-service?
provie a wide range of services for the guests
Capital Products
purchased by businesses for use in their operations
Cash Accounting Method
record income and expenditures at the time the money changes hands
Tax Accounting
recording transactions for tax purposes
back of house
refers to employees and/or departments who have limited contact with guests
What is self-management?
refers to ways individual can direct their own activities to achieve objectives
Customer Complaints
related to the business's policies and procedures
Managerial Accounting
reporting financial data to internal users
Zero-Based Budgeting
requires managers to demonstrate the need for every expense instead of relying on figures from a previous period
The Takings Clause
requires the U.S. government to pay a fair price for any private property that it takes for public use
Slack Resources
resources that go above and beyond what is needed to run the business
Channel Management
responsible for identifying, selecting, monitoring, and evaluating sales channels
Cyclical Employment
result of changes in the economic and business cycles
Espionage
revealing confidential information without the source or owner's permission and is often associated with spying
Market Risk
risk of financial loss due to the decreased value of an investment
Channels of Distribution
sales channels
A new restaurant has written a news release that it would like the local newspaper to use as soon as possible. This goal is more likely to be achieved if the restaurant
sends the release to a specific person at the newspaper.
Bed and Breakfast (B&B)
small properties owned and/or operated by person(s) who live at the location. One daily meal is often included in amenities
Capital Gains
taxes on earnings from the appreciation of an investment
Nationalization
something whose ownership is taken over by the government
Project Team
team of employees from different parts of the company who are assigned to work together on a specific project
Organizational Learning
strategy that seeks to strengthen an organization by bringing employees together as well as by empowering them as individuals
Competitive Aggression
striving to win scarce customer dollars
safe deposit
strong container maintained in the vault area of a bank and rented to bank customers for safekeeping of valuables. Hotels often have safe deposit boxes available for guest use as well
Economics
study of how people satisfy unlimited, competing, economic wants with limited resources
Innovation
taking action to make the idea, item, or process available for consumers to use
Tact
the ability to express your ideas and opinions so that they do not hurt or offend others
Overtime Income
the amount of money that an hourly worker earns for working more hours than s/he is normally scheduled to work
Net Pay
the amount of money that the worker receives after the taxes and other deductions have been subtracted from his/her wages
Credit
the arrangement in which businesses and individuals can purchase now and pay later.
average daily rate
the average selling price of all guest rooms for a given time period of time; Total Room Revenue / Total Rooms of Rooms
housekeeping
the department responsible for cleaning guest rooms
Working Capital
the difference between a business's current assets and current liabilities
master accountant
the folio established by a hotel property that allows pre-approved charges by a meeting sponsor rather than individual incurring the charge
Logistics
the function of operations that manages the flow of goods and services from production to consumption
night audit
the process of verifying and balancing the guests accounts
Ergonomics
the study of the use of equipment or technology and its effects on workers' physical well-being
Specialization by Trade
the type of work that a person performs in order to earn a living, such as engineering, public-relations, or accounting.
Doctrine of Sovereign Immunity
the universally accepted principle that each nation has the right to manage its own government and develop its own laws.
Securities Fraud
the use of misleading sales tactics to persuade investors to purchase securities
Pilferage
theft of small sums of money or inexpensive items
Embezzlement
theft of valuables that have been entrusted to another's care
Limited Liability
their losses are limited to the amount of money that they have invested in the business
Federal Reserve Banks
used by local banks to protect their banking functions; do not provide protection for local property
Demonstrate systematic behavior.
Systematic behavior is the process of accomplish interconnected tasks sequentially or simultaneously, whichever is most efficient.
Eliminating undesirable traits requires
Taking some action
Which of the following is not a guideline for responding to criticism in a constructive manner:
Tell the person involved exactly what you think of the situation.
Identify tentative occupational interest.
Tentative occupational interest is an individual's perception of a favorable career that is set to change.
Which of the following is a current employee safety issue in hospitality and tourism that may be difficult to control:
Terrorism
Describe the scope of the Internet.
The Internet is a large digital platform enabling businesses to market and sell products to a global audience.
folio
The account for a hotel guest during his or her stay.
Describe the nature of legal procedure.
The accused, once indicted, is to face a fair and speedy trial with a jury present and a judge presiding. S/he has the right to an attorney and is not required to testify as per the Sixth Amendment of the U.S. Constitution and the Miranda rights.
Market Risk Management
using financial instruments to manage exposure to market risk
accessibility
The ease with which guests can enter, leave, and utilize a property, also applies to the ability of guests in wheelchairs or needing other assistance to utilize a facility.
bus staff
The employees in a restaurant who assist the waiters and waitresses, especially in clearing tables and refilling water glasses and coffee cups.
Explain the role of finance in business.
The financial department of a business seeks to lower costs and utilize budget through methods such as budgeting, reporting, and forecasting.
Explain the impact of the purchasing process on productivity.
The formal process of buying goods and/or services can increase productivity as when the company profits, employees are more likely to be motivated.
Define Hospitality.
The friendly reception and treatment of guests or strangers; warm, friendly
Discuss the impact of a nation's unemployment rates.
The higher the unemployment rate, the worse the economy of a country does. It serves as an indicator of poor economic conditions that cause high rates of unemployment, but also causes economic issues of its own. Types of Unemployment: Structural - low demand for job skills Frictional - job transition (e.g. college grads, retirement) Cyclical - caused by business cycles (e.g. GDP change) Causes of Unemployment: surplus of skills (causes structural) more recent college grads than there are jobs (causes frictional) GDP decrease, bear market, etc. (causes cyclical)
emergency action plan
a formal document that an organization is required to have and which must be displayed at every job site with a certain number of employees (usually ten). The plans details step-by-step procedures to follow in emergencies such as fire, chemical skills, or a major accident
resort
a full service hotel with additional recreation and entertainment that make it a primary destination for travelers
Which of the following is a guideline for employees to use in communicating with coworkers?
Think about what they want to say before they say it
Use time-management skills.
Time can be managed by avoiding procrastination and completing tasks by set deadlines.
Which of the following is one of the main goals of law in the United States?
To Provide Justice
What should be a responsible worker's primary work goal?
To be as efficient as possible.
Why is it important for businesses to manage employee information in a way that keeps it secure?
To be ethical
full service hotel
a hotel that provides guests with extensive food and beverage products and services
limited service hotel
a hotel without restaurant or banquet facilities
Statute
a law
timeshare
a lodging property that sells its room to guest for use during a specific time period each year
Why is it important for businesses to maintain records about the quantities and types of products that customers are purchasing?
To forecast future sales
Which of the following is not a purpose of an exit interview:
To negotiate compensation and benefits.
How are guest history records used by the marketing division of hotels/motels?
To prompt guests to return
Why should employees be concerned about safety in the workplace?
To protect themselves and the business
Why is it important for hospitality and tourism businesses to be aware of, and react to, trends and changes in the marketplace?
To remain competitive
Which of the following is an important reason for a travel agency to display tourism literature:
To sell travel arrangements to prospective clients
commercial hotel
Usually a large hotel designed for business travelers, offering dining service, and often meeting rooms, free breakfast, and other amenities.
When your self-concept is high, you usually believe that you are a(n) __________ person.
Valuable
What is one of the qualities of a good telephone voice?
Varying tone
Evaluate vendor performance.
Vendor performance can be evaluated through a measure of sales.
Which of the following is an external source of information that will help a hospitality and tourism's buyer to decide what to buy:
Vendors
Select vendors.
Vendors should be chosen based on merit at selling products to consumers.
What might a travel agency include in a display to graphically show people enjoying a destination or participating in a tour of exotic places?
Videos
When management and employees see the same image of what the business is capable of being in the future, they are sharing a(n)
Vision.
When preparing the property's marketing plan, Samantha researched the current, popular travel destinations; the ways in which visitors spend their money; the duration of their vacations; and their demographics. These are examples of __________ trends.
Visitor
Franchise
a contractual agreement between a parent company and a franchisee to distribute goods and services
Franchise
a contractual agreement between a parent company and a franchisee to distribute goods or services
Distributed Innovation
a decentralized model used for problem solving
What is a minor decision?
a decision that does not require much thinking
What is a major decision?
a decision that requires a lot of thinking because it can affect your life
Brokerage Bills
a fee charged by an agent, or agent's company to facilitate transactions between buyers and sellers
per diem
a fixed amount per day that a traveler will be reimbursed for a hotel and/or meals. The amount is determined by the travelers employer and can change depending on location or other company properties
banquet
a food and beverage event in which all or some guests are served from a pre-selected menu
A Sole Proprietorship
a form of business ownership in which the business is owned by one person
Corporation
a form of business ownership that is owned by stockholders who have purchased units or shares of the company
Touch Points
all of the opportunities that a company has to connect with its customers and reinforce its brand value
General Endorsement
allows the endorser to cash the check or deposit it into the account of his/her choice
quick service restaurant (QSR)
an operation with a limited menu and service at low prices
Convection and Visitors Bureau (CVB)
an organization whose purpose is to increase the numbers of visitors to the areas they represent
Floating Exchange-Rate System
value of a nation's currency fluctuates
Customer Service
viewing the customers as vitally important & seeing problems as opportunities to gain customer loyalty
Transitional Economic System
when a country's economic system is moving from one type of economic system to another type of economic system
Position Innovation
when an existing product is repositioned
Price discrimination
when businesses charge customers different prices for similar amounts and types of goods
Unitary Demand
when sales remain the same because changes in supply and demand are equal
Structural Unemployment
when the demand for certain types of workers declines and is often due to technology advancements and the need for new skills
Expansion
when the economy is strong and growing; businesses tend to make profits, expand operations, and hire more employees
Capital Investment Decisions
which projects the business will invest in, how the investment(s) will be financed, and whether or not to pay dividends to the company's shareholders
Cultural Sensitivity
willingness to adjust your opinions and behaviors so that you value different people and ideas
What is MSDS?
Material Safety Data Sheets
Use consensus-building skills.
By using negotiation techniques and reaching a compromise, a consensus can be reached between opposing employees.
Amount Due
all extended prices, tax, and delivery charges
tour operator
A company that provides travel packages, either to travel agents or directly to customers.
retail travel agency
A company that sells travel arrangements, including lodging, to customers, either through packages or direct communication with a hotel.
One of the reasons that organized workers are more efficient than disorganized workers is that organized workers have A. their materials in order. B. more experience. C. better skills. D. their careers well planned.
A
On a round trip ticket, how many segments would the passenger be charged?
2
Determine the percentage of international visitors for a tourist destination's peak season if the total market is 750,500, and the number of domestic tourists who visit the destination during peak season is 562,875.
25%
What is the mode in the following example: 5 people eat pizza 1 time a week; 7 people eat pizza 2 times a week; 10 people eat pizza 3 times a week; 8 people eat pizza 4 times a week; and 2 people eat pizza 5 times a week.
3
What is the danger zone?
40 degrees fahrenheit - 140 degrees fahrenheit
What is the current tax rate for airline travel?
7.5% with a segment fee of $3.60
Choosing to buy an item at the check-out counter is often an example of A. impulsive spending. B. poor use of credit. C. financial self-control. D. smart shopping.
A
It is important for employees to demonstrate a customer-service mindset when they are A. handling problems. B. contacting suppliers. C. placing orders. D. preparing schedules.
A
Jean, Keisha, and Kyle want to start their own business but are concerned about the higher tax rate for corporations as well as the double taxation on corporate profits and dividends paid to stockholders. What type of business ownership should they consider? A. "S" corporation B. Partnership C. Open corporation D. Close corporation 1
A
Molly works in operations. Her job is to make sure that the business has all the supplies it needs to keep production going smoothly. Molly works in the area of A. purchasing. B. financial analysis. C. marketing. D. human resources management.
A
One principle on which the marketing concept is based is that a business should be able to meet its own goals when it A. sells products at fair and reasonable prices. B. focuses on the wants/needs of the business. C. achieves maximum production. D. demonstrates social responsibility.
A
Operations managers must work closely with managers and employees in A. all other parts of the business. B. the marketing department only. C. competing businesses. D. foreign markets.
A
Property and income are not distributed equally in a private enterprise system because skilled workers usually A. receive higher salaries. B. belong to a union. C. work longer hours. D. pay higher taxes.
A
The disadvantage to using credit cards to pay for goods and services is that you A. pay interest on purchases. B. establish a credit rating. C. earn quarterly dividends. D. defer cash payments.
A
To be reimbursed for business expenses, Luke must obtain and complete an expense-reimbursement form, attach the original transaction receipts to the completed form, and submit the documentation to his manager for approval. What is Luke doing? A. Following company procedures B. Developing company policies C. Evaluating company feedback D. Assessing company guidelines
A
To handle customer complaints effectively, the first thing that employees should do is A. listen to the customers to understand their concerns. B. take the customers' problems personally. C. give the customers what they want to make them happy. D. state the business's policies to prevent misunderstandings.
A
Todd needs to develop an overall plan for his business but does not know what type of information to include in the document. Todd logs onto a search engine to quickly locate the information he needs. Which of the following search terms is most likely to provide Todd with desired search results: A. Business plan elements B. Develop planning document C. Plan components D. Business document components
A
Under which of the following circumstances is a cosigner held legally responsible for paying the balance owed on a bank loan: A. The borrower defaults on the loan. B. The lender defaults on the loan. C. The borrower's interest rate increases. D. The lender's interest rate increases.
A
What should individuals consider when identifying occupations that are of interest to them? A. Their personalities B. Parents' occupations C. Family history D. Friends' opinions
A
When Stefanie receives her credit card statement at the end of the month, she sees that she was charged for a down payment on a new car that she hadn't purchased. Which of the following is NOT something she should do: A. Call the car dealership B. File a police report C. Contact her credit card company D. Check her credit report
A
Which of the following is a trend in information management: A. Increased compliance laws and regulations B. Decreased competition C. Decreased number of electronic documents D. Increased number of workers in the office
A
Which of the following is an action that employees can take to meet their employer's expectations of honesty: A. Accepting responsibility for mistakes B. Completing assignments on time C. Helping coworkers with problems D. Looking for better ways to do the job
A
Which of the following is an example of a brand promise: A. Henderson Photography...uniquely capturing your special moments is our priority. B. Leather sofas only $499 this weekend—buy now at Fred's Furniture Warehouse. C. Low credit terms are available for qualified customers until January 2014. D. For your convenience, four Cup O' Joe locations are open in the greater metro area.
A
Which of the following is an example of a text-oriented graphic that is often used to illustrate a business process or organizational structure: A. Flowchart B. Pictograph C. Map D. Pie chart
A
Which of the following is central to the concept of empathy: A. Respect for others B. College degree in psychology C. Friendship D. Similar occupation
A
Zach is inputting numerical data into an electronic worksheet containing a series of rows and columns. What is Zach creating? A. Spreadsheet B. Presentation C. Web ring D. Business letter
A
Explain the nature of balance sheets.
A balance sheet is a statement of assets and capital of a business raised over a period of time detailing balance of income and expenditure.
Determine the impact of business cycles on business activities.
A business cycle is a series of fluctuations including growth, peak, and recession. Actions During Phases of Business Cycle: Growth - invest more Recession - withdraw investments
Interpret and adapt to a business's culture.
A business's culture is typically serious and professional, but companies often have special quirks and inside jokes that employees accustom to.
youth camp
A camp, usually open in the summer and operated by an organization such as the YMCA, where children spend a set period of time learning activities in a relatively primitive setting.
maid cart
A cart stocked with all the supplies a housekeeper will need for the day, including a vacuum cleaner, duster, cleaning supplies, clean towels, and trash bags.
line chef
A chef in a smaller restaurant who is responsible for cooking everything on the menu to guests' specifications.
Identify company's brand promise.
A company brand's promise is a statement in which a company promises to provide and abide by a set criteria of performance and reliability.
Explain the impact of a country's economic development on world trade.
A country's economic stability can play a role in the affordability of products, meaning that businesses may have to change prices accordingly or shift away from certain markets altogether.
specialty rate
A discount rate offered to airlines, employees, or other pre-approved groups.
family plan
A discount rate often offered on the weekend by hotels that specialize in corporate business, used to attract budget-conscious tourists when rooms are not in demand by business travelers.
government rate
A discount room rate offered to government employees which tries to match the per diem offered to government employees.
senior rate
A discount room rate offered to guests over a certain age, usually 55 to 65.
group rate
A discount room rate offered to someone reserving a block of rooms at the same time, usually requiring a minimum number of room reservations.
reserve key drawer
A drawer at the hotel's front desk that holds extra keys for each room, in addition to the keys on the key rack.
Americans with Disabilities Act
A federal law that governs civil rights protection including equal opportunities for disabled individuals in public accommodations
room block
A given number of rooms that are held in reserve, to ensure that overstays and clerical errors do not result in overbooking.
maitre d'hotel
A greeter in a restaurant, usually a man who seats customers at their tables.
Which of the following statements is true regarding the concept of product in the hospitality and tourism industry:
A hospitality and tourism product includes all goods and experiences that guests encounter.
economy operation
A hotel catering to a traveler on a budget, with very few services or amenities; also called a budget hotel.
all-suite hotel
A hotel in which every room is a suite, with a bedroom and living room, catering to business travelers.
airport hotel
A hotel located near an airport, usually offering shuttle service to and from the airport, as well as meeting rooms, and early checkout.
American plan
A hotel pricing plan that includes three meals with the cost of the room.
suite
A hotel room with a bedroom and living room.
limited-service operation A hotel targeting budget-conscious travelers that offers guest rooms and limited guest services and few amenities.
A hotel targeting budget-conscious travelers that offers guest rooms and limited guest
resort hotel
A hotel with a number of onsite recreation facilities, offering a complete vacation in one location; often located near a beach, golf course, or popular recreation destination.
section master key
A key that opens all rooms in a section assigned to one housekeeper.
hotel
A large commercial lodging establishment offering overnight accommodations, a restaurant, meetings rooms, and other amenities.
room rack
A large display found at a hotel's front desk that tracks the status of each room in the hotel.
valet service
A laundry service offered to hotel guests.
continental breakfast
A light breakfast, usually consisting of muffins or sweet rolls, plus juice, coffee, or tea, often provided free of charge to hotel guests.
Choose and use appropriate channels for workplace communication.
Appropriate channels for communication in the workplace include email and in-person communication. Employees should refrain from using social media and group messaging apps to communicate.
Demonstrate appropriate creativity.
Appropriate creativity is the concept of unique yet effective strategies .
When writing a business report, Thomas might check his writing and style manual to determine the
Appropriate way to cite his resources
One advantage to setting attainable goals is that you
Are less likely to become discouraged
A business traveler may consult a travel agency to
Arrange hotel accommodations and transportation.
Solicit feedback.
Ask for feedback for personal development.
Participate in group discussions.
Ask relevant questions, respect the opinions of others, work together with the intention of meeting a goal.
A recommended way to find out why the caller has phoned your business is to
Ask the caller, "How may I help you?"
Which of the following is an example of a good listening skill:
Asking appropriate questions
A person who stands up for his/her own rights and shows respect for the rights of others is described as
Assertive
Explain possible advancement patterns for jobs.
Associates can be promoted to managers who can be promoted to senior managers who can be promoted to vice presidents who can be promoted to C-level positions.
Where can you apply for a passport?
At a courthouse or post office
Utilize resources that can contribute to professional development.
Attending seminars and participating in leadership development conferences can allow employees to contribute to their own professional development.
One reason a designer uses color when developing advertisements is to
Attract the reader's attention and create a mood.
Monitor internal records for business information.
Business information records include financial data/trends, legal documents, promotional strategies, customer records, information technology documents, etc.
Select and utilize appropriate formats for professional writing.
Business letters are most appropriate for professional writing as they contain contact information and the address.
Write business letters.
Business letters should contain the contact information and address of the sender, while containing a formal greeting/closing and a professional body.
Discuss the role of ethics in operations.
Business operations employees should not disclose information unless authorized and decisions should not be made unless it is permitted.
Describe the nature of business records.
Business records record business dealings to assist with operations.
Explain the role of business in society.
Businesses satisfy unlimited human wants by providing goods and services to society.
Explain cultural considerations that impact global business relations.
Businesses should not offend people of any culture. When marketing, businesses should tailor their promotional strategies to fit the area's culture, in ways such as using models of that race or using a certain language in ads.
The primary goal of most purchasing agents in negotiating a contract is to
Buy the products they need at the best price.
Translate research findings into actionable business.
By analyzing past trends, businesses can enact policies and strategies to complement its mission of profit.
Conduct an environmental scan to obtain business information.
By assessing internal and external factors, businesses can alter strategies to fit the scenario they are placed in.
Explain the nature of positive customer relations.
By being customer-centered, employees can build customer rapport and advocacy.
Demonstrate a customer-service mindset.
By being welcoming and encouraging to customers and helping them, employees can demonstrate a customer-service mindset.
Develop rapport with customers.
By exhibiting empathy with customers and being understanding, employees can build rapport with and retain customers.
Maintain a safe work environment.
By following instructions, regulations, and precautions, employees can maintain a safe work environment.
Access information in the database system.
By opening the database and checking a set of data for a certain client, necessary information can be accessed.
Which of the following situations best demonstrates why businesses should retain their records: A. A business is planning to send press releases to the local newspaper. B. A business is planning to send anniversary cards to employees on the date of their employment. C. A business is planning to sell out to another company. D. A business is planning to use webinars for employee training.
C
Which of the following things should an employer do to prevent security breaches from occurring: A. Allow all employees to have access to personal information. B. There is no way to prevent security breaches from occurring. C. Store information on highly secure computer systems. D. Collect complete personal information from customers.
C
Why do advertising agency account executives often participate in meetings and problem-solving groups? A. To place ads in local newspapers B. To schedule production facilities C. To develop ad campaigns for clients D. To write copy for promotional brochures
C
Workplace safety is primarily the responsibility of A. insurance companies. B. business management. C. employers and employees. D. human resource departments.
C
You cannot communicate with your computer without A. Windows. B. a wireless mouse. C. an operating system. D. a mobile device.
C
Explain the concept of economic resources.
Capital Resources - assets, monetary value Human Resources - labor/management Natural Resources - raw materials
What does CTE stand for?
Career and Techincal Education
Identify sources of career information.
Career information can be found on the Internet or at a local career fair.
Explain career opportunities in entrepreneurship.
Career opportunities in entrepreneurship include starting a restaurant, inn, travel agency, medical firm, accounting firm, etc.
Explain forms of financial exchange.
Cash - paper money Credit - legal obligation to pay at a later date Check - legal document confirming consumer's will to pay Electronic - virtual money Investments - bought by speculator with expectation of higher yield/returns
Describe the nature of cash flow statements.
Cash flow statements are legal documents analyzing the economic activities of an individual including purchase, savings, and investments.
Adjust to change.
Change is common in the workplace and by adapting policies, work habits, and routines this change can be adjusted to.
Which of the following does not describe decision making:
Changing one requirement.
One advantage to businesses of using electronic funds transfer technology to collect accounts receivable is that it eliminates
Check processing
When reconciling bank statements, it is important to consider
Checks that have not cleared.
What is an example of a major decision?
Choosing what college you want to go to
Demonstrate collaborative/groupware applications.
Collaborative applications (such as Google Drive) allow multiple employees to work together on business electronic deliverables.
Maintain collaborative partnerships with colleagues.
Colleagues should identify common goals, brainstorm collaborative solutions and win-win situations, and enact the steps necessary to achieve such results.
A man comes to pick up his order at the office where Courtney works. When she tells him his order hasn't arrived yet, he seems a little upset. She asks for his order number again so she can double-check it and find out where it is. Which step of the seven-step problem-solving method does this situation illustrate?
Collect information
Manage commitments in a timely manner.
Commitments should be managed in a timely manner by not procrastinating, and utilizing sequential tasking. If applicable, multitasking can be a powerful productivity tool.
Explain legal considerations for finance.
Companies can face criminal penalties for committing fraudulent behavior through intentional misrepresentation of their finances.
Protect company information and intangibles.
Company information and assets should be kept confidential and protected from theft by cybercriminals.
Adhere to company protocols and policies.
Company policies and protocols should be meticulously read and properly followed.
One way for a person to verify the reliability of an online article's information is by
Comparing the information with other articles about the topic
Explain the concept of competition.
Competition is the amount of businesses and differentiation among their goods and services within a certain market. Types of Competition: Monopoly - 1 business, no differentiation Oligopoly - few businesses, low differentiation Monopolistic Competition - many businesses, high differentiation Perfect Competition - many businesses, no differentiation Duopoly - 2 dominant suppliers Collusion - classified suppliers (e.g. government weapons suppliers) Cartel - association of suppliers with high prices and low competition
Renaissance is a prestigious cruise line that offers luxury accommodations and charges premium prices. What factor affecting price of travel products does this illustrate?
Corporate image and positioning
Demonstrate basic database applications.
Database applications allow companies to store information for future use.
Handle customer/client complaints.
Complaints should be addressed appropriately and in a timely manner. An apology should be issued.
Explain the impact of geography on world trade.
Complex terrain can make distribution of products to these areas difficult, forcing businesses to decide whether it is worth expending resources to distribute products to these areas.
Discuss principles of computer systems.
Computer systems include software and hardware. More powerful hardware allows a computer to perform more calculations per unit of time, and software includes operating systems, web browsers, and computer applications.
A business letter that presents its message in as few words as possible would be described as having
Conciseness
Maintain the confidentiality of others.
Confidentiality is the protection of private information and employees must not violated by spreading personal information of others' to third parties.
Use conflict-resolution skills.
Conflict can be resolved through collaboration, compromise, or avoidance.
Analyze company resources to ascertain policies and procedures.
Consulting the employee handbook or one's co-workers can ascertain one of company policies and procedures.
A business person is sending a letter of inquiry to a vendor about the price of a specific piece of office equipment. What does the businessperson need to include in the letter?
Contact information, product model number, and manufacturer.
Ali is borrowing $275,000 from a bank. So Ali understands the terms of the loan, the bank outlines the terms in a formal agreement and requires Ali to sign it. This is an example of a financial
Contract
Explain the nature of agency relationships.
Contract is agreed upon where an agent acts on behalf of another (the principal) to create legal relations with a third party.
What should a business employee do when a robbery is in progress?
Cooperate quickly
To improve a business's effectiveness in providing customer satisfaction, the business's marketing activities and its other business functions should be
Coordinated.
Use data visualization techniques.
Data visualization is the presentation of data in a pictorial format such as charts, graphs, and maps. These can be used to organize information in a systematic manner.
In all business occupations, it is important for workers to have effective use of
Correct grammar
Which of the following is one of the components of a business's cash payments:
Cost of goods sold
Validate credit history.
Credit history should be checked frequently to ensure that all existent debts have been paid and that no nonexistent debts have been paid.
Explain the purposes and importance of credit.
Credit is borrowed to allow individuals to pay at a fixed date in the future and helps economy to grow.
Demonstrate the wise use of credit.
Credit payments should add up to be less than the total income for the credit period.
What are some good employability skills?
Critical Thinking Skills, Applied academic skills, communication skills
Explain the use of feedback for personal growth.
Critical feedback can be used for insight on personal strengths and weaknesses and how these attributes can be perfected to improve work ethic.
Exhibit cultural sensitivity.
Cultural sensitivity is the ability of an individual to understand and relate to people of other races/cultures through ways such as refraining from racial slurs and accepting others' differences.
Explain factors that influence customer/client/business buying behavior.
Culture - adapt to food, music, customs, etc. Social - appeal to initiator, influencer, and buyer Personal - appeal to lifestyle Psychological - motivation and perception
Identify types of currency.
Currencies with High Effect on Global Markets: U.S. Dollar EU Euro Chinese Yuan British Pound
Interpret statistical findings
Current and past data can be used to interpret trends and apply it to business activities such as sales and marketing.
Respond to customer inquiries.
Customer inquiries should be responded to with all necessary and relevant information in an assertive and friendly manner.
Maintain customer records.
Customer records include past data on the customer's purchases and trends in consumerism, used to develop marketing strategies for that consumer's tendencies aggregated with those of other consumers
Explain the role of ethics in customer relationship management.
Customer service representatives must be honest with their customers and assist them in making the right decision based on their buying behavior. In addition, they must uphold the values of the business by dealing with difficult customers effectively, based on their type.
Carrying out housekeeping responsibilities in a restaurant's dining room on a regular basis is important because
Customers get an impression of the restaurant from its dining room.
Explain the nature and scope of purchasing.
Customers purchase goods and services from a company anywhere locally, regionally, domestically, or internationally.
Explain how digital communications expose businesses to risk.
Cybercrime - theft of IP, interception of emails, etc. Damaged PR - leaked information
. Which of the following is a disadvantage of investing in bonds: A. They are issued by corporations or governments. B. Their returns do not keep up with inflation. C. You must pay a penalty for early withdrawal. D. They may take a long time to provide a return.
D
A credit manager must write a letter of rejection to a credit applicant. To maintain the customer's patronage, the letter should A. not mention the credit application. B. state the bad news immediately. C. be a formal letter of apology. D. open with a positive statement.
D
A gas station sells close to the same amount of gas every month, even if the price of gasoline goes up or down. This is because demand for gasoline is A. inessential. B. elastic. C. discretionary. D. inelastic.
D
A good way for a job applicant to make a favorable impression during a job interview is to A. let the interviewer know that s/he expects to be hired. B. lean back in his/her chair in a relaxed manner. C. dress in the kind of clothes s/he would wear on the weekends. D. show that s/he has been learning about the company.
D
A salesperson who is planning a business trip to meet with several customers in a different city might write letters of inquiry in order to A. explain requirements. B. transmit information. C. develop goodwill. D. request appointments.
D
After Mrs. Green provided the cashier with $2.50 in cash and coins, she left the grocery store with a gallon of milk. In this situation, money is being used as a A. bartering mechanism. B. store of wealth. C. negotiating tool. D. medium of exchange.
D
As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should A. identify the readers' preferences. B. seek a coworker's opinion. C. look up the information in a current dictionary. D. refer to the appropriate publisher's style manual.
D
Brandon has been given a 385-page report and does not have time to review the entire document, but he does need to understand specific information that is included in the report. What section of the report will guide Brandon to the information he needs? A. Analysis B. Bibliography C. Appendices D. Table of contents
D
Certain health and safety regulations require many types of businesses to A. install security cameras. B. purchase new machinery. C. offer exercise programs. D. routinely inspect equipment.
D
Computer programs that allow businesses to manage all types of activities, such as inventory control and finance, are known as A. wireless connectivity programs. B. electronic communications programs. C. interactive information display packages. D. integrated software application packages.
D
Lucia, a business owner, just hired a new employee. What is one thing she should be sure to do on the employee's first day? A. Let the employee work on trivial tasks for a few days so that s/he can ease into working. B. Start the new employee on work right away so that s/he becomes accustomed to his/her job duties. C. Provide the new employee with all the details of every project s/he will be working on. D. Assign the new employee a mentor who can answer any questions s/he may have.
D
Obtaining a line of goods for use in a business is one of the functions of A. controlling. B. selling. C. organizing. D. purchasing.
D
Once you know your group's purpose, what should you do next? A. Contribute in a useful way B. Find out what people know about the subject C. Volunteer a new idea D. Agree on ground rules
D
Should you be able to adjust to change more quickly over time? A. Yes, the more change you cope with, the faster you adjust. B. Yes, practicing adjusting to change makes it go faster. C. No, adjusting to change takes most people very little time. D. No, the length of time it takes depends on the kind of change.
D
The following is written on the back of a check: "For deposit only; Maria Evans; Account #285655." This is an example of a(n) __________ endorsement. A. congruent B. general C. open D. restrictive
D
The number of levels of management that a business needs usually depends upon the A. location of the facility. B. age of the employees. C. goals of the company. D. size of the business.
D
Tony's Pizza Shop recently started making 100 more pizzas on Saturday evenings. This increase demonstrates an increase in A. pricing. B. distribution. C. publicity. D. production.
D
What element of voice is important in order to communicate effectively with others? A. Documentation B. Vocabulary C. Grammar D. Articulation
D
What is the most appropriate closing to include in a response to a customer's email inquiry for product information? A. The model 2CR is available in three colors—red, black, and white. Reply by email with the color that you want. B. On behalf of LVN Industries, thank you for your order. Your confirmation number is 243597. C. We apologize for the inconvenience and will send a corrected invoice to you within 24 hours. D. Thank you for your interest in XWQ products. Please let me know if you have any additional questions.
D
What must Preston Enterprises pay to the insurance company to maintain its business liability insurance? A. Stipend B. Commission C. Fine D. Premiums
D
What procedure should always be performed before posting a web page on a web server? A. Apply for a patent to protect the web page contents from plagiarism B. Consult an attorney to verify the accuracy of the web page legal content C. Review the page to make sure the content meets international trade requirements D. Test the page to identify broken links, missing images, or unclear instructions
D
What type of difficult customer may be the most trying on your patience and do the most damage to the image of your business? A. Slow/Methodical B. Domineering/Superior C. Suspicious D. Disagreeable
D
Which of the following is most likely to be a result of competition: A. More monopolies B. Reduction in product quality C. High prices D. Development of new products
D
Which of the following should a person do first when facing the need to make a decision: A. Evaluate information B. Make a choice C. Analyze results D. Define the objective
D
Why does Dan order extra copy paper, Post-it notes, and printer ink cartridges for the department when he places an order for office supplies? A. To reduce the need to forecast B. To ensure product quality C. To meet minimal expectations D. To prevent stockouts
D
Why is it important for employees to effectively communicate information about the business to customers? A. To promote teamwork B. To display integrity C. To build morale D. To provide service
D
Why is it sometimes difficult to be honest about strengths? A. Few people have strengths. B. No one likes to recognize strengths. C. Weaknesses are more significant than strengths. D. We don't want to brag.
D
Your annual income, an inheritance, and the money from the sale of an asset are all considered events that contribute towards your A. sales tax. B. untaxable income. C. tax loophole. D. tax liability.
D
Maintain data security.
Data can be secured through encryption software.
Describe data mining tools and techniques.
Data mining is constituted of research of various resources, such as government reports, to deduce new logical information.
Discuss the nature of data mining.
Data mining is the process of examining large databases to gather new information.
Discuss the importance of ethics in data mining.
Data must be kept confidential to ensure the privacy of clients.
Explain the role of ethics in information management.
Data must remain confidential unless consent is obtained from the subject of the information.
Explain the principles of data analysis.
Data should be analyzed using probability, least squares regression, entropy, and thermodynamics.
Handle difficult customers.
Difficult customers should have their needs heard and handled professionally through employees explaining policies and negotiating terms. Types of Difficult Customers: Domineering - acts like a know-it-all Suspicious - doesn't trust anyone Slow/Methodical - takes forever to make a decision Dishonest - lies about pricing, promotion rules, etc. Disagreeable - tells you how to do your job
Colleen, a mid-level manager, has the kind of personality and communication skills that can motivate others to work toward the company's goals. Colleen can make the best use of these skills in which management function?
Directing
Apply written directions to achieve tasks.
Directions must be followed meticulously to achieve tasks.
If a salesperson is positive that the customer tendered a ten-dollar bill, then the customer's statement "I gave you a twenty-dollar bill" indicates a __________ customer?
Dishonest
Analyze impact of specialization/division of labor on productivity.
Division of labor ensures that a business can complete multiple tasks at once, allowing it to remain competitive and thereby increasing its productivity, resulting in more outputs per input.
When assisting domineering/superior customers, which of the following is not an action to take:
Do most of the talking yourself.
Government bans or controls monopolies because monopolies
Do not always benefit consumers.
Millie is reading a book to learn how to knit. She wants to make her sister a scarf for Christmas, but it's only a week away, and she doesn't have much time. Millie decides to skip ahead of the directions, and the scarf winds up looking more like a potholder. Which of the following tips for following directions did Millie ignore:
Don't rush
Which of the following is a safeguard that can be used when writing checks:
Don't sign blank checks that could be filled out by a dishonest person.
Demonstrate active listening skills.
Don't slouch, sit up straight, and exhibit enthusiasm.
Which of the following is a housekeeping duty needed for the regular upkeep of displays:
Dusting props
Demonstrate basic e-mail functions.
E-mail functions include forwarding, carbon copying, attaching files, deleting/archiving emails, filtering spam, blocking email addresses, etc.
Sara told her mother that she'd like a new bicycle for her birthday to ride to the park. What type of want or need is this?
Economic want.
Describe the concept of economics and economic activities.
Economics is the study of meeting unlimited human wants and examining their behavioral patterns in regards to money based on various environmental, social, political, personal, and psychological factors. This includes strategy involved in various economic activities in order to attract consumers of the target market and generate more cash flow. Economic Activities: Production - creation of a good/service Distribution - making good/service available Consumption - usage of a good/service
Explain the nature of effective communications.
Effective communications can efficiently persuade or inform a group or individual through methods such as simplicity and action.
Explain the nature of effective verbal communications.
Effective verbal communication can be formal or informal, and is when a speaker appears confident and "in the know." This can influence/persuade the listener.
Explain the nature of effective written communications.
Effective written communications should contain all of the necessary information, have proper formatting/conventions, and attempt to persuade or inform the reader.
Luxury goods and services usually have __________ demand.
Elastic
Describe the impact of electronic communication tools on global business activities.
Electronic communication, such as email and social media can allow businesses to market their products to a global audience and negotiate partnerships with foreign companies.
Handle and report emergency situations.
Emergency situations should be reported to 911 and company management, and the employee should act with common sense at their discretion.
Describe the nature of emotional intelligence.
Emotional intelligence is the ability of an individual to recognize their own and other's emotions to discriminate between different emotions and to act appropriately.
Another employee is upset because of a reprimand from the manager. You listen quietly and then share how you handled a reprimand. You are demonstrating __________ behavior.
Empathetic
Show empathy for others.
Empathy is the capability of an individual to understand and sympathize with others' emotions through ways such as relevant questioning and reassurance.
Which of the following is an example of one of a business's inputs:
Employees
Discuss the nature of customer relationship management.
Employees analyze customer feedback to improve sales and marketing methods to meet/exceed the expected standards to increase revenue Types of Customer Buying Behavior: Variety-Seeking - routine items, desire to try diff. things Risk-Taking - expensive items from unfamiliar business Status-Oriented - desire to have best quality/trendiness Brand-Insisted - only buy from certain brand
Which of the following situations is an example of business security:
Employees are required to enter and exit the business through one door.
Determine ways of reinforcing the company's image through employee performance.
Employees at a company should be seen as diligent such that more people will apply for jobs and more customers will purchase the company's products.
Discuss actions employees can take to help the company achieve its desired results.
Employees can complete tasks on time in order to add to company meeting quotas at set deadlines.
Ascertain employee's role in meeting organizational goals.
Employees must follow company policy, procedure, and protocol and accomplish all expected tasks in a timely manner.
Which of the following statements about practicing good safety habits is true:
Employees should always be thinking about safety
Build and maintain relationships with customers.
Employees should communicate with customers and have a positive attitude to keep bringing them back.
What does FCCLA stand for?
Family Career & Community Leaders of America
In which of the following situations might a business be held liable for the unethical behavior of its employees while they are on the job:
Female applicants are harassed during interviews.
A business owner who is acquiring a partner in order to obtain additional operating funds is performing which business activity?
Financial analysis
Entrepreneurs protect the profitability of their businesses by developing which of the following skills:
Financial and problem-solving
One of the reasons why an income statement should be as accurate as possible is that businesses use it to develop additional
Financial documents
Set financial goals.
Financial goals involve setting a budget of money that is to be used for purchase, money to be invested in stocks/bonds, and money to be saved in raw form for future use.
Discuss the role of ethics in finance.
Financial information must be reported accurately and honestly to maintain integrity.
Discuss the role of ethics in accounting.
Financial information must be reported honestly and should not be disclosed without the consent of the subject of the information.
Explain legal responsibilities associated with financial exchanges.
Good Faith - honest intention to fulfill obligation Disclosure - information is accessible to outside entities Important Finance Laws: Sarbanes-Oxley Act - CEO/CFO verifies external docs Dodd-Frank Act - strictest regulations since Great Depression Gramm-Leach-Blilley Act - created financial services industry by combining banks, insurance, etc. into one industry
Government Publications
Government agencies and departments collect relevant information concerning many issues and publish the information in a written format. Therefore, government publications are a good source of relevant, valid written material that may be useful to businesses.
Which of the following is often considered one of the safest types of investments:
Government bonds
Demonstrate basic data mining techniques.
Government data, such as the Federal Census Bureau, can be analyzed to make deductions based on existing information.
Identify sources that provide relevant, valid written material.
Government publications, reputable news outlets, textbooks, and professional research papers provide relevant, valid written material. One should verify an author's credentials to determine credibility.
Select and use appropriate graphic aids.
Graphic aids should organize information in a systematic and clear manner (e.g. flow chart - decision making).
Identify the type of sales approach being used in the following communication: "Hello, Linda. How was your vacation at the beach?"
Greeting
shuttle service
Guest transportation from a hotel to an airport, train station, and sometimes local attraction, usually provided for free by full-service hotels.
Students searching for a job should check the listings posted in the school's
Guidance office.
Explain the role of ethics in human resources management.
HR managers must hire based on merit regardless of gender, age, race, religion, or sexual orientation.
Describe health and safety regulations in business.
Health and safety regulations exist to foster a safe workplace for all employees.
Demonstrate honesty and integrity.
Honesty and integrity can be demonstrated through not lying and exhibiting good ethics and morals.
One reason the United States provides assistance to underdeveloped nations is because it
Hopes they will become trading partners.
Determine factors affecting business risk.
Human Risk - possibility of loss caused by humans Economic Risk - unfavorable market conditions Natural Risk - natural disasters
What are the main components of a budget?
Income and expense
Describe the nature of income statements.
Income statements measure a company's financial performance over the accounting period.
If the gross domestic product (GDP) is increasing, the amount of money financial institutions make available for consumer loans will probably
Increase
One of the ways that a business can increase its profits is by
Increasing worker effeciency
Protect against identity theft.
Individuals should avoid sharing personal information such as social security number (SSN) and credit card number to prevent identity theft.
Describe the economic impact of inflation on business.
Inflation decreases the value of money, meaning that the business's assets are constantly becoming less and less valuable.
Describe the determinants of exchange rates and their effects on the domestic economy.
Inflation rates, interest rates, public debt, political stability, recession, and speculation cause fluctuations in a currency's value.
Explain the role of information systems.
Information Storage - safely keeps information Decision-Making Assistance - helps companies make decisions based on data trends Business Process Assistance - allows companies to market and sell appropriately based on demographics
Apply information to accomplish a task.
Information can be applied to brainstorming promotional strategies appealing to the data findings.
Store information for future use.
Information can be stored in electronic spreadsheets and physical documents.
What differences in marketing situations may indicate the use of an informative style of advertising copy versus copy that is intended to persuade?
Informative copy can provide a detailed explanation of product features and benefits, while persuasive copy is used to change customers' minds or entice them to buy now.
Demonstrate initiative.
Initiative is the personality trait of an individual taking responsibility for a certain action through ways such as learning about the situation, brainstorming solutions, assembling a team, and completing a task.
Explain the need for innovation skills.
Innovation and creativity is necessary in any employee as pivotal ideas can lead to major breakthroughs in a company's financial success.
Which of the following lists the components of the production process:
Inputs, a conversion process, and outputs.
Write inquiries.
Inquiries should contain relevant questions about a certain good, service, or policy.
A national fast-food restaurant is gearing up to promote the release of a movie about a Dalmation puppy. What should the restaurant do to prepare the store for this special promotional event?
Install in-store decor about the Dalmatian promotion
A business advertised new-product financing with a 10 percent down payment and a low interest rate with monthly payments spread over four years. What type of loan was the business offering?
Installment loan
Follow instructions for use of tools, equipment, and machinery.
Instructions should be read meticulously before equipment is operated. If necessary, employees should ask the manager for assistance.
Describe the concept of insurance.
Insurance is the practice or arrangement by which a company or government agency provides a guarantee of compensation for specified loss, damage, illness, or death in return for payment of a premium
Use an integrated business software application package.
Integrated business software application packages (such as Google Apps for Business) include word processing, presentation, and spreadsheet applications.
To streamline its information systems, the Mason Company wants to purchase a computer program that performs a variety of related functions, such as accounts payable, accounts receivable, and general ledger applications. The Mason Company should purchase a(n) ____________ computer package
Integrated software
Describe methods used to protect intellectual property.
Intellectual property is a proprietary work/invention of an owner. Owners of IP file through the U.S. Patent and Trademark Office to protect proprietorship of their work. When challenged in court, owners of IP must defend the validity of their ownership. U.S. Patent and Trademark Office Legal Documents: Patent - government license giving right to exclude others from making, using, or selling an invention (for a limited time) Trademark - symbol or word(s) legally registered as representing a company or product Copyright - exclusive right to print, publish, film, and perform media (and authorize others to do the same)
Explain the economic impact of interest-rate fluctuations
Interest rate fluctuations influence consumer/business spending, inflation, and recessions. Relationships between Interest Rates and Economy: Consumer/Business Spending - negatively correlated Inflation - negatively correlated Recession - positive correlated (when set too high)
Describe the factors which affect the business environment.
Internal Factors: Core Competencies - strengths/weaknesses Goals/Objectives - envisioned accomplishments Values/Philosophy - beliefs on how to do business External Factors: Macro Trends - various environmental, geopolitical, and social trends Economic Dynamics - changes in economic principles of industry Competition - See PI #89
Follow chain of command.
Interns follow associates who follow managers who follow senior managers who follow vice presidents who follow C-level executives.
Raul has been promoted to a management position at work. So he can effectively communicate with the employees that report to him, Raul needs to have excellent __________ skills.
Interpersonal
Which of the following words best describes the relationship of the purchasing department to other departments in a company:
Interrelated
People who rely on their instincts will probably choose the __________ method for problem solving.
Intuitive
Maintain inventory of supplies.
Inventory is the amount of a certain supply available for manufacturing a product and should be maintained to determine long-term goals.
Develop an achievement orientation.
It is important that employees develop cognition and behavior relative to the interpretation and reaction to a variety of tasks.
What is the not-so-good news about maintaining a positive attitude?
It takes more effort to be positive than to be negative.
An applicant for an entry-level position with a company known for its casual environment should not wear__________ to the interview.
Jeans
Complete a job application.
Job applications require applicants to fill in personal information as well as prior experience.
Utilize job-search strategies.
Jobs can be searched using the Internet or by attending a career fair to network with professionals.
Which of the following statements is true regarding joint ventures?
Joint venture arrangements are usually short-term relationships
A major reason travel professionals might join industry organizations is to
Keep up with industry issues, trends, statistics, and research.
When taking notes during a seminar, a businessperson should write down
Key points
Lead change.
Leaders should initiate positive feedback through methods such as assessing the current scenario, finding areas for improvement, brainstorming solutions, and implementing a course of action.
Explain the concept of leadership.
Leadership is the concept of an individual or group of individual managing administrative tasks for an organization. Types of Leadership: Authoritarian - strictly professional, direct supervision Paternalistic - father figure, more personal Democratic - social equality Laissez Faire - workers have all power Transactional - system of rewards/punishments Transformational - leads change and initiative
When discussing the number of intermediaries in a channel of distribution, we are talking about channel?
Lenght
The purpose of active listening is to
Let the speaker know that the message has been received and understood. Active listening is primarily about understanding a speaker's meaning, not about communicating your agreement or voicing your own opinion. Active listening can help to make boring lectures more interesting, but that is not its purpose.
Write a letter of application.
Letters of application are requests to apply for a job.
Explain the impact of political relationships within an organization.
Liberals may tend to be more open to change, while conservatives tend to prefer strict and unchanged policy.
One way that an applicant can indicate a sincere interest in the job during an employment interview is to
Listen attentively
Follow oral directions.
Listen carefully, then execute the steps as given. After instructions are given, clarify any doubts. If further help is necessary, ask your supervisor for assistance.
The first step in handling customer complaints is to
Listen to what the customer has to say.
What are the four programs of study?
Lodging, Food & Beverages, Recreation, amusement & attration, and Travel & Tourism
What should businesses include in a persuasive message?
Logical evidence
Persuade others.
Logos (statistics and reasoning), pathos (feeling and emotion), and ethos (expertise and qualifications) can be used to persuade an audience.
Which of the following is a guideline for employees to follow in handling customer inquiries:
Make sure you clearly understand customers' inquiries
Which of the following target markets is most likely to respond favorably to a viral marketing campaign that includes an interactive game:
Male professionals aged 22 to 29
Explain the concept of management.
Management is the concept of dealing with or controlling things of people.
Your body language affects how you present yourself in terms of your nonverbal cues and the
Manner in which you carry yourself.
Describe types of business models.
Manufacturer - takes raw material and creates product Distributor - makes product available to retailers Retailer - sells product to consumers Franchise - includes all 3 functions/models
Identify the impact of small businesses/entrepreneurship on market economies.
Market economies are completely unregulated, meaning that there are few barriers to entry and startups can easily make contributions to society and profit.
Explain marketing and its importance in a global economy.
Marketing is the concept of promoting a product to an audience with the goal of selling it to consumers. All businesses market their products and attempt to allow it to appeal to a global market in order to increase opportunity for profit.
Discuss the impact of cultural and social environments on global trade.
Marketing strategies should be appropriate to the cultural and social norms of an area, such as making area-specific products that people are more likely to purchase.
To best handle serious illnesses or injuries in the workplace, employees should thoroughly understand the company's __________ procedures.
Medical emergency.
Describe functions of money.
Medium of Exchange - facilitate transactions Store of Value - changes as economy fluctuates Unit of Measure - common value of good/service
Explain the nature of risk management.
Methods of Risk Management: Avoidance - halting activities that cause risk Acceptance - taking no measures to mitigate risk Transference - placing risk on another entity Reduction - mitigating (but not eliminating) risk
Why should businesses coordinate distribution with pricing to successfully sell products to customers?
Most customers are only willing to pay a certain price
Of the following lending investments, which is not offered by a bank:
Municipal bond.
Explain types of investments.
Mutual Funds - multiple investors pool in money Real Estate - property ownership Stocks - shares of corporations (part ownership) Municipal Bonds - government notes sold for different value Corporate Bonds - company borrows money
What are the different types of resources?
Natural, Human, Material, & Community
Discuss the nature of law and the sources of law in the United States.
Nature of Law: Criminal Law - prohibit crimes harming others/property Civil Law - disputes between people or groups Constitutional Law - challenging the U.S. Constitution, which is subject to interpretation by the courts (common law) Administrative Law - governs duties and powers of U.S. federal agencies International Law - treaties, trade agreements, etc. Sources of Law: The U.S. and state Constitutions contain rights enumerated to citizens as well as general regulations considered key to society. Laws can also be passed in the form of statutes by the U.S. Congress ans state legislatures. They can be struck down by the U.S. and state Supreme Courts if found unconstitutional.
Demonstrate negotiation skills.
Negotiators should discuss terms, clarify goals, brainstorm win-win solutions, agree on a contract, and implement the course of action.
Use networking techniques to identify employment opportunities.
Networking techniques include maintaining communication and establishing relationships with professionals.
One way that competition benefits business is by encouraging the creation of
New companies
Orient new employees.
New employees should know all major company policies, as well as how to dress, act, behave, and perform their duties.
Which of the following is an example of behaving with honesty and integrity:
Not taking things that don't belong to you
It is important to protect against identity theft to prevent unauthorized individuals from
Obtaining credit in your name.
What does OSHA stand for?
Occupational Safety and Health Act
Explain the nature of organizational culture.
Organizational culture is the shared values and conventions of a group of people. In business, this includes wearing professional clothing, leading and participating in staff meetings, and brainstorming strategies.
Explain the organizational design of businesses.
Organizational design is the structure of a business or its activities, such as having a CEO and chief executives, followed by senior managers, managers, associates, and interns. It can be centralized (one decision-maker) or decentralized (multiple decision-makers).
Determine the nature of organizational goals.
Organizational goals are strategic objectives that a company's management establishes to outline expected outcomes and guide employees' efforts.
Explain how organizations adapt to today's market.
Organizations have market-research specialists and economic analysts to analyze trends in the ever-changing market and make recommendations to the marketing and finance teams based on their findings.
Describe the concept of organized labor and business.
Organized labor unions often strike against a business for increased rights, such as higher wages.
Coach others.
Others may need coaching and leaders should do so by assessing weaknesses, brainstorming solutions, and suggesting them in an assertive manner.
Which of the following leadership characteristics would be too difficult to "fake":
Passion for work and people.
Five minutes before closing time, a customer requested a special order to be delivered that day. Lee was in the process of closing for the day, but the customer was insistent. Lee agreed to assemble the order and deliver it. Lee's behavior would be described as
Passive.
Identify requirements for international business travel.
Passport and/or US permanent resident card
Which of the following is a statement that is true for all economic systems:
People are interdependent
A personal characteristic that helps people to reach their goals is
Perseverance.
What do employees rely on to make decisions about situations that are not covered by a rule or an office policy?
Personal code of ethics
Set personal goals.
Personal goals include those in fitness, family, social, spiritual, etc. areas
Write professional emails.
Professional emails should be written similarly to other forms of business communication.
Balance personal and professional responsibilities.
Personal responsibilities include friendships and family, while professional ones include job performance and corporate leadership. An reasonable amount of time should be invested in both.
Determine personal vision.
Personal vision can be defined as a future goal that one hopes to attain. It should be SMART - Specific, Measurable, Attainable, Relevant, and Time-Bound.
Which type of hotel security standard involves employing armed security guards in high-crime areas?
Personnel Related
Write persuasive messages.
Persuasive messages should contain all necessary information in an assertive manner.
A motorcoach driving passengers from one destination to another is an example of __________ in the hospitality and tourism industry.
Place
As president of her large company, which should be Sandra's first priority?
Planning
What is the management process?
Planning, Organizing, Implenting, & Evaluating
What are the management process steps?
Planning, organizing, implementing, and evaluating
What are examples of good leadership skills?
Poised, takes initiative, skilled communicator, cooperative, works well with others, hard worker, good manager, dependable, democratic, confident, service-oriented, and visionary
Describe the impact of the political environment on world trade.
Political standpoints and biases can lead proponents and opponents to be persuaded or dissuaded from purchasing a company' product.
Which of the following statements is an example of an opinion:
Politicians are unethical and should not be trusted
Exhibit a positive attitude.
Positive attitude can be exhibited via methods such as team encouragement, enthusiasm, and implementing a reward system.
Foster positive working relationships.
Positive working relationships can be fostered through methods such as appreciating others, being positive, and building rapport with co-workers and clients.
What are the four stages in the hotel guest cycle?
Pre-arrival, Arrival, Occupany, and Departure
Demonstrate basic presentation applications.
Presentation applications (such as Google Slides) can be used to organize information in a visually appealing format that can then be presented to an audience.
Describe marketing functions and related activities.
Pricing - setting price Product Management - development to meet needs Distribution - making products available to consumers Financing - budgeting for marketing activities Marketing Information Management - researching trends and info on customers to develop strategies Selling - communicating with customers to determine and satisfy needs Promotion - advertising, personal selling, PR
Respect the privacy of others.
Privacy is an important component of virtue and employees must not violate it by looking through personal communications or eavesdropping on conversation.
Participate in problem-solving groups.
Problem-solving groups allow each employee to be heard and ensure that their rights are protected.
Demonstrate problem-solving skills
Problem-solving skills include taking everyone's standpoints and negotiating a compromise to resolve conflict.
Explain the concept of production.
Production is the concept of designing, developing and manufacturing a product. It is one of the functions of marketing.
One of the reasons that teams are important to businesses is that they can increase
Productivity
Demonstrate personal information management/productivity applications.
Productivity applications such as presentation and spreadsheet software allows employees to store, organize, and present information.
Explain the concept of productivity.
Productivity is a quantitative measure of the ratio of outputs to inputs. When productivity is lower than necessary, inflation occurs due to more input (resources) resulting in less output (money), decreasing each individual unit of money's value.
Evaluate project results.
Project feedback can be collected from a group of consumers or evaluated by employees of the company.
Explain the nature of project management.
Project management is the concept of leaders and employees handling a task including the design, development, marketing, and sales of a product.
Develop a project plan.
Project plans should include monetary expenditures, time constraints, and any criteria.
Apply project-management tools to monitor and communicate project progress.
Project progress should be tracked by project managers (PMs) and communicated to higher-level managers to develop marketing strategies.
What is the marketing function that provides information to consumers that will assist them in making a decision to purchase a good or service?
Promotion
Each year, Marla must pay a certain percentage of the value of her home to the local government. Which of the following is the tax liability Marla is responsible for paying:
Property.
How does insurance benefit a business?
Protects against financial loss.
What should job applicants offer to do in the closing paragraph of an interview follow-up letter?
Provide further information
A resort is conducting telephone interviews with former guests to determine how it can improve it services. How can the resort minimize interviewer bias and procedural errors during the interview process?
Provide the interviewers with training
The type of business organization that offers its owners the most protection from risk is a
Public corporation.
What does PASS stand for?
Pull the pin, aim at the base of the fire, squeeze the lever, sweep back and forth
Providing an uninterrupted flow of goods or materials is an important aspect of which of the following business activities:
Purchasing.
A guideline for effective, written business communication is to write clear, direct letters that immediately explain to the reader the
Purpose of the message
How does a business benefit when its expense-control efforts have enabled it to offer good wages and benefits?
Qualified workers are retained.
Ask relevant questions.
Questions should be appropriate and relative to the topic under discussion.
Which of the following is a method a responsible worker could use in order to become more productive:
Read current industry materials.
Many quick-serve restaurants determine the quantity of food items to buy based on
Recipe information.
While preparing her annual income tax return, Kate determined that she had her employer withhold more tax than necessary. As a result, Kate is eligible for a government
Refund
Which of the following is a characteristic of product extensions in the hospitality and tourism industry:
Related to the original product
Which aspect of a business benefits the most when a company implements a customer loyalty program that asks its participants to complete a customer questionnaire:
Sales
Discuss considerations in selecting a financial-services provider.
Reputation and online reviews should be consulted when choosing a provider. The one with the most expertise should always take first priority.
Define Domestic Tourist.
Residents of the given country traveling only within this country
Identify resources needed for project.
Resources for projects include capital, time, and labor.
Provide legitimate responses to inquiries.
Responses to inquires should be direct and assertive, while maintaining professionalism. They should also contain all necessary information.
Demonstrate responsible behavior.
Responsibility can be demonstrated by leaders through taking responsibility for both necessary tasks and faults.
Describe types of financial-services providers.
Retail Bank - FDIC insured (0 risk), deposit/withdraw money, bank profits from investments Credit Union - borrow money for business purposes Insurance Company - transfer financial risk in exchange for premium Brokerage Firm - middleman between investors and equities
Information that a business keeps in its accounting records includes its
Revenues and expenses
Follow rules of conduct.
Rules of conduct direct appropriate, professional behavior and should be meticulously read and properly understood/followed.
Prepare a résumé.
Résumés should include all prior experience and qualifications that support the candidate.
Which of the following is a source of income that a person should consider when developing a personal budget:
Salary
Describe small-business opportunities in international trade.
Small businesses can use the globalization offered by the Internet to reach a wider audience to market and sell to.
Which of the following is a way that you can use nonverbal communication to express your approval of an idea?
Smiling broadly
Describe the global environment in which businesses operate.
Social Forces - approval of brand among society Technological Forces - adaptation to new technologies Economical Forces - business cycles Geopolitical Forces - legislation, international relations
Distinguish between using social media for business and personal purposes.
Social media can be used personally to communicate with friends and family, while professionally to promote products and events.
Use social media to solicit new ideas and solutions.
Social media can be used to research other businesses' promotional strategies for their products.
Describe the impact of a person's social media brand on the achievement of organizational objectives.
Social media can improve the public image of a person and allow them to connect with customers and advertise/market more effectively.
Explain types of business ownership.
Sole Proprietorship - owned/run by one individual who receives all profits and is responsible for loss/debt Partnership - partners agree to cooperate in working toward mutual interests Corporation - Sells shares in stock market, company is owned by multiple shareholders, allows for limited liability Private LLC - limited liability, no shares of stock Nonprofit - uses revenue to achieve social goals Franchise - chain of suppliers providing goods/services Cooperative/Joint Venture - run/managed by employees
Identify desirable personality traits important to business.
Some desirable personality traits for business include multitasking, strategic thinking, diligence, confidence, decisiveness, leadership, initiative, and team-orientedness.
walk-in
Someone who wants to stay in a lodging, but does not have a reservation.
When businesses continue to send unsolicited e-mail and do not allow customers to take their names off the subscriber list, the businesses are sending
Spam
It is most appropriate for businesspeople to use complex, technical jargon when they are
Speaking with coworkers
Participate in a staff meeting.
Staff meetings are held to assess goals and plan for the long-term. In order to maintain professionalism, parliamentary procedure is often used. Standard Order of Business: Reading/Approval of the Minutes - statement of agenda Reports of Officers - group leaders report Report of Standing Committees - employees report Report of Special Committees - guests report Special Orders - urgent, non-routine decisions Unfinished Business/General Orders - pending decisions New Business - current discussion Objectives: 1. To do one thing at a time 2. Courtesy to all 3. Majority rule prevails 4. Minority rights must be protected Principles: 1. Only one main motion considered at a time 2. All members' rights are equal 3. Majority has right to work its will 4. Minority has right to be heard Types of Motions: Main - brings business before assembly Subsidiary - deals with main motion w/o voting on it Incidental - nondebatable, no order of precedence Privileged - urgent/important, take precedence Bring back before assembly - reconsider old motion
The XYZ Company has a committee whose members are appointed for three-year terms to review the company's hiring policies. This committee is an example of a __________ committee.
Standing.
Defend ideas objectively.
State evidence to back up your claims.
Handle telephone calls in a businesslike manner.
State your contact information, say "How may I help you?", speak as if it were a real business meeting
Conduct the risk assessment of an event.
Steps in a Risk Assessment: 1. Identify risks. 2. Classify risks (economic, human, natural). 3. Rank each risk by potential damage caused. 4. Choose a method of risk management. 5. Rank each risk again, following the implementation of chosen method of risk management.
dry storage
Storage for dry goods such as canned goods, boxed goods, napkins, and other items that do not need to be refrigerated or frozen.
An advertising agency wants to communicate its television commercial idea to a client. What format would be the best for the agency to use?
Storyboard
Assess personal strengths and weaknesses.
Strength - favorable attribute Weakness - inhibiting attribute
Explain the nature of stress management.
Stress management strategies include implementing a reward system and diving tasks sequentially.
Explain legal issues associated with information management.
Subjects of data misuse can file suit against the information managers citing an invasion of privacy.
Cash-register tapes and shipping forms used by a business would be classified as industrial
Supplies.
Which of the following is research information that might be included in a written report that will help business managers make decisions:
Survey results
Obtain needed information efficiently.
Surveys can be used to obtain information on customer feedback, while federal documents can be a source of demographic data.
Explain the principles of supply and demand.
Supply - availability of good/service Demand - public desire for good/service Law of Supply - price and supply are positively correlated because it is more profitable and suppliers are more willing to produce/offer good/service Law of Demand - price and supply are negatively correlated because less people are willing to pay for said good/service Elasticity - sensitivity of supply/demand to increasingly subtle changes in price (high elasticity = sensitive to smaller changes in price, no elasticity = no change in supply/demand regardless of price) Market Equilibrium - price at which supply and demand are equal, correlates with equilibrium quantity, assessed by economists in order to avoid shortage or surplus Shortage - price too low, supply less than demand, not enough for every consumer Surplus - price too high, supply higher than demand, capital wasted on resources for things no one wants Factors Affecting Supply: Resource Price - negative correlation Related Product Price - negative correlation Number of Suppliers - positive correlation Technological Advancement - positive correlation Expected Future Prices - positive correlation Factors Affecting Demand: Substitute Price - positive correlation Complement Price - negative correlation Expected Future Prices - positive correlation Income - positive correlation (except for low-value) Population - positive correlation (except for low-value)
Explain the benefits of supply chain collaboration.
Supply chain collaborators can work together as designers and manufacturers produce the commodity while marketing specialists and vendors distribute and sell the commodity.
Explain the concept of supply chain.
Supply chain is the sequence of processes involved in the production and distribution of a commodity. They include the manufacturer, vendor, wholesaler, retailer, and finally the consumer.
Identify factors affecting a business's profit.
Supply/Demand - See PI #74 Competition - See PI #89 Global Environment - See PI #80 Expansion - into new markets (vertical integration) into various brands (horizontal integration)
The purpose of using presentation software to prepare multimedia presentations often is to use those presentations to
Support report findings.
Explain the nature of tax liabilities.
Tax liability is the amount owned to a taxing authority, typically the Internal Revenue Service (IRS). Form 1040 is the most common form used for personal income tax filing, with EZ and A variances, whereas Forms W-2 and W-4 are used in corporate finance in regards to payroll tax.
Describe the nature of taxes.
Tax policy is regulated by the Internal Revenue Service (IRS) government agency. The funds are used to improve public services such as transportation, education, and infrastructure. Donations are often tax-deductible. Types of Taxes: Income Tax - percentage of any income paid to IRS Payroll Tax - withheld by employer to pay to IRS Sales Tax - percentage of commodity price paid to IRS Excise Tax - seller pays percentage of revenue to IRS Property Tax - percentage of loan paid to IRS
Motivate team members.
Team members can be motivated through encouragement and a reward system.
Participate as a team member.
Teamwork includes leadership and collaboration. By providing input to a task and facilitating new initiatives, employees can be better team members.
Describe current business trends.
Technological innovation continues to grow and the stock prices of tech giants (such as Google or Apple) continue to rise, indicating continual profit due to innovation.
Describe the use of technology in operations.
Technology can be used in business operations to consult research reports in order to help make a decision on how to utilize an asset.
Describe the use of technology in customer relationship management.
Technology can be used to communicate with customers to respond to inquiries and complaints through methods such as email.
Identify ways that technology impacts business.
Technology can be used to market and sell products as well as improve a company's brand.
Describe the use of technology in human resources management.
Technology can be used to promote job postings for a company, as well as contact prospective employees to schedule interviews.
Define tourism.
The activity or practice of touring
par level
The amount of supplies needed to stock the hotel for one night.
Leverage personality types in business situations.
The best businesspersons tend to be extroverted, intuitive, judging thinkers (ENTJ on the Myers-Briggs personality scale). Extrovertedness is most important as businesspersons must often communicate with others.
Interpret business policies to customers/clients.
The business policy should be stated in a colloquial and politically correct manner to those who do not understand it.
front of the house
The customer service area and dining room of a restaurant.
bell hop
The hotel employee responsible for carrying guests' bags to their rooms.
Explain the impact of the law of diminishing returns.
The law of diminishing returns states that the greater the number of inputs, the less outputs each individual input will produce unless other factors are manipulated (e.g. more employees, each one is less productive; more time, more procrastination, etc.)
Describe the United States' judicial system.
The laws of the United States are upheld by its judicial branch. Hierarchy of the U.S. Judicial Branch: 1. U.S. Supreme Court 2. Circuit Courts of Appeals 3. District Courts
entrée
The main dish in a meal.
Describe the measure of consumer spending as an economic indicator.
The more consumer spending a business has, the higher its profits are likely to be, making it an effective economic indicator of the company's profitability.
Demonstrate connections between company actions and results.
The more productive and relevant a company's actions, the more favorable the results.
occupancy rate
The number of rooms that are occupied in a lodging facility on average.
back of the house
The operational areas of a restaurant, especially the kitchen.
waiter or waitress
The person who provides table or counter service to customers in a restaurant.
Describe the functions of prices in markets.
The price of a good or service is how much it costs per unit or time period. Based on factors affecting supply and demand in the current marketplace, the price determines an forecasted quantity supplied and demanded, allowing a business to determine what price to set in order to accomplish market equilibrium.
executive chef
The restaurant employee who plans the menu, purchases food and beverages, and supervises the kitchen staff.
rack rate
The standard rate for a room in a hotel; also known as the walk-in rate.
shoulder season
The time of year when demand for rooms is at its lowest.
peak season
The time of year when demand for rooms is highest.
Explain the time value of money.
The value of money changes over time due to fluctuations in the foreign exchange market and domestic business cycles. Picture this scenario: Given a CPI of 10%, a bank offers you three options: a) Receive $100 now b) Receive $109 in a year c) Receive $120 in two years Which choice yields the greatest return? A. In one year, $100 is worth $110, and in two years, it is worth $121, trumping both of the other choices by a dollar.
Determine the relationship between government and business.
There are government agencies and legislation to impose regulations on business activities, but businesses can influence political decision-makers.
Which of the following statements regarding direct-mail marketing campaigns is true:
They should include a call to action.
Identify the basic torts relating to business enterprises.
Torts are civil wrongs by or against a business causing harm to its assets - both tangible and intangible. Components: Duty - defendant's obligation of action Breach of Duty - defendant's transgression of duty Causation - reason for injury caused by defendant Injury - damages to plaintiff Types: Negligence - unlawful and unintentional Intentional Tort - unlawful and intentional Strict Liability - lawful, but resulted in injury
Business people often use the calendar applications on their cellular telephones to
Track their appointments.
Gabriella is writing a professional report about the trends occurring in a specific industry. What source would provide Gabriella with the most relevant, up-to-date information?
Trade publications
Explain the types of economic systems.
Traditional - unregulated perfect competition Command - government monopolies Market - unregulated, various forms of competition Mixed - regulated, various forms of competition
One of the reasons that human resources might be limited in some parts of the world is because of a lack of
Training
The promoters of the annual Shakespeare Festival include a statement on the back of the event ticket to the effect that they will not be responsible for harm or injury to the ticket holder. The attendees thereby agree to accept liability for their own possible risks by purchasing the ticket. What action is being taken with the risk?
Transferring It
What type of letter should a business include when sending copies of a contract to a vendor?
Transmittal
Which of the following industries has most impacted the development of the hospitality industry?
Transportation
Emergency procedures that involve escape and evacuation because of fire or natural disasters usually include plans for identifying
Travelers with disabilities.
transient consumer market
Travelers.
Describe the need for financial information.
Trends in finance can help businesses make decisions based on funds available and history of profits and losses.
connecting rooms
Two hotel rooms that are located next to each other and are connected by a door.
adjoining rooms
Two hotel rooms that are located next to each other, but not connected by a door.
Develop a personal budget.
Types of Budgets: Methods of Budgeting:
Explain the nature of staff communication.
Types of Staff Communication: Upward - subordinate -> manager (same dept.) Downward - manager -> subordinate (same dept.) Horizontal - same hierarchical level Diagonal - subordinate <-> manager (diff. depts.) Grapevine - circulation of rumors and unofficial info
In order for the process of communication to work effectively, it must include __________ of the information transmitted
Understanding.
Setting suitable goals for yourself helps you to achieve self
Understanding.
Several new employees are attending their first company picnic and will be meeting the families of their coworkers. What topic should they avoid discussing?
Upcoming election
Which type of communication is being used when a salesperson sends a message to the store manager?
Upward.
Utilize note-taking strategies.
Use abbreviations, write only the main ideas, and write questions to be asked.
Organize information.
Use charts and diagrams to organize information in a systematic manner.
Employ communication styles appropriate to target audience.
Use humor if appropriate, be dramatic/emotional if necessary, be serious when required, etc.
Describe sources of income.
Wage/Salary - periodic payment in exchange for labor Interest - increased payment in exchange for time Transfer Payment - government benefits Wage Garnishment - court-ordered initiative
Which of the following is needed to post a web page:
Web server.
Manage the bid process in purchasing.
When a customer buys goods, services, or the initial public offering (IPO) of stock, the bid process can be used to offer the product to the one with the best price.
Take responsibility for decisions and actions.
When a task needs to be carried out, the responsible employee should step up to the plate. However, if something goes wrong, s/he should take the blame.
Collaborate on and aggregate complex internal documents to create a common voice.
When multiple viewpoints and data is/are combined to establish a common voice, employees can powerfully communicate their ideas.
Explain the impact of major trade alliances on business activities.
When trade alliances, or treaties governing commerce between multiple countries, are enacted, businesses should adapt their operations, marketing, and production to fit the new terms.
Which of the following is an Internet-access source that allows computer users to log onto the Internet without a physical connection:
Wireless Fidelity
Demonstrate basic word processing skills.
Word processing applications (such as Google Docs) can be used to type, edit, and print documents.
Describe techniques for obtaining work experience.
Work experience can be obtained through internship or entrepreneurship.
Explain the rights of workers.
Workers are guaranteed the right to reasonable pay/benefits and safe working conditions under U.S. federal law.
A company's current balance of assets and liabilities falls under the focus of
Working capital management
Adapt written correspondence to target audience.
Written correspondence should be written similarly to an oral presentation when directing it to a certain audience through methods such as humor and strong emotion.
Edit and revise written work consistent with professional standards.
Written work contains professional and advanced vocabulary and slang should not be used.
Describe legal issues affecting businesses.
Wrong Termination Lawsuits - former employee sues if (s)he believes (s)he was unjustly fired Harassment/Discrimination Cases - employee/customer was harassed or treated inferiorly due to demographic differences Immigration Audits - requirement of businesses to file Form I-9 in order to verify employee eligibility IP Issues - disputes over ownership of trademarks, copyrights, and/or patents Dissatisfied Customers - consumers feel misled and deceived
To help make tentative career decisions, you should know the educational and training requirements as well as
Your major strengths, aptitudes, and interests.
casual service restaurant
a mid-scale or moderately priced restaurant that offers a full menu often with an ethnic theme or environment
Rebate
a part of the price that a customer pays for a good or service, which is usually offered by the product's manufacturer
valet
a person employed to park cars
Tort
a private wrongdoing that potentially harms another person or entity
call ahead seating
a process that allows guest to put their name and number in the party on a wait list,so that when they arrive, they are already "in-line"
frequent traveler program
a program developed to reward a guest with free room nights, frequent flyer miles, and/or other awards as an incentive to book rooms at a property within the band
conference center
a property that is designed for the needs of meeting for groups of 25-75 people
Web Ring
a series of linked web pages that share a common theme.
overbooking
a strategy in hotel and airline industry of booking 5-15% more rooms/ seats than are available in order to alleviate the loss of revenue from consumers who make reservations but who do not arrive
Defamation
a tort that involves harm to an individual's or business's reputation
cruise
a voyage on a ship, typically for pleasure with stops at various ports
Conceptual Skills
ability to see the "big picture" and think about how things will work together
A characteristic of affective communication is that it
accomplishes its intended purpose.
recreation
activities that revitalize one's mind and body away from work
food service contracts
agreements between meal providers and clients including public entities and private individuals
tour operator
an agency that sells tour packages to groups of tourists an usually provides an escort for the tour
General Partnership
an agreement in which all partners are liable for a business's losses
rider (contract)
an amendment attached to a contract to modify it to avoid drafting the original document. In entertainment contracts, this specifies the needs for performer equipment, meals and drinks
buser
an employee who is responsible for clearing silverware, glassware and dishware for guests
hostel
an establishment that provides inexpensive food and lodging for a specific group of people, such as students, workers, or travelers
Malware
an illegal computer program that is used to disrupt computer processes, destroy computer programs, and access confidential business information
Process Innovation
changing the way that a product is produced or delivered
Direct Distribution
channel of distribution in which goods and services move directly from the producer to the consumer or industrial user
Indirect Distribution
channel of distribution in which goods and services move from the producer to the channel members and then to consumers or industrial users
Watching the customer for buying signals is part of the sales process known as
closing the sale.
Job Enlargement
combining different tasks into one position
Stop Words
commonly used words that do not always add meaning to the primary search terms
Promotion
communicate information about goods, services, images, and/or ideas to achieve a desired outcome
One way that hospitality and tourism businesses might build customer loyalty is by participating in
community outreach activities.
Brand Promise
company's agreement, spoken or unspoken, with customers that it will consistently meet their expectations and deliver on its brand characteristics and values
Rolling Budget
continuous budget
Operating Expenses
costs of running the business
Injunction
court order that forbids people from carrying out certain activities
Wage Garnishments
court-ordered initiatives that involve taking income taken from an employee's salary and submitting it to another person or organization
The main goal of promoting a hospitality and tourism product is to ___________ the product.
create demand for
Cultural Imperialism
cultural aspects referring to the creation and maintenance of unequal relationships between civilizations favoring the more powerful civilization.
Moderate Input
decision maker asks for some help before deciding
Elastic Demand
demand that changes according to changes in price
Inelastic Demand
demand that is not affected by changes in price.
Secondary Dimensions of Diversity
differences that may change at various points throughout one's lifetime
request for proposal (RFP)
document that incorporates the organizations needs for food services with detailed specifications. The objective is to define the needs for prospective bidders so they can develop estimates and proposal responses
Law of Economies of Scale
economic concept that the average cost of production decreases as a business expands
Consumer Products
economic goods and services that are purchased and used by the ultimate consumer
Gross Domestic Product
final market value of the total output of all goods and services produced within a country's geographic boundaries during a year's time
room service
food and beverage products served to guests in their rooms. Also can be defined as cleaning of a guest room and resupplying materials by the housekeeping staff
Picketing
form of protest that involves positioning union members (pickets) near a business's entrance during a conflict or strike
Debit Card
funds are electronically transferred from the cardholder's checking or savings account to the seller's account
Monetary Gift
given without expectations of repayment
What are some examples of self-management?
goal setting, decision making, planning, scheduling, self-evaulation, and self-development
Maitre 'd hotel
the head waiter
Business Cycle
the periods of expansion and contraction in economic conditions
layover
time spent by a passenger at an intermediate point while waiting for a connecting flight or other form of travel
Extension
total cost of each quantity of products the buyer is purchasing
Gross Pay
total income earned for the pay period before income taxes and other deductions are subtracted from the wages
Shareware
type of computer program in which computer users can sign up for the software on a trial basis. After the trial expires, the computer user can purchase and register the program, if desired
