HTM 200 Exam 1

List 4 characteristics of the Hospitality Industry.

1. Shift work 2. No business hours 3. Service is intangible 4. Product is perishable

What is used to assess the company's internal and external processes and use them to their advantage?

A SWOT Analysis

What is an instance of contact or interaction between a customer and an employee that gives the customer an opportunity to form an impression about the organization?

A moment of truth

What concept identifies the best way of doing something and which companies excel in that area?

Benchmarking

Emotions are typically conveyed by __WHAT__?

Body language

What is a plan allocating money to a specific activity?

Budget

When authority is delegated, so should __WHAT__?

Commensurate responsibility

What is the exchange of information and the transfer of meaning?

Communication

What is making most of the decisions at the unit level?

Decentralization

What are created to coordinate the work of several associates in a given area?

Departments

What is it called when as associate has the authority to solve problems without the intervention of a manager?

Empowerment

What is the study of standards of conduct and moral judgement; also, the standards of correct conduct?

Ethics

What is the final step in decision making?

Evaluation of effectiveness

The largest part of a message in communicating interpersonally is seen in what 4 things?

Facial expressions, posture, gestures, and clothing

In overcoming barriers in good communication, one must use __WHAT__?

Feedback

Interpersonal communications are successful only if __WHAT__?

Feedback has been received

What is the prediction of future outcomes?

Forecasting

Planning involves selecting the various __WHAT__ that the organization wants to achieve and the __WHAT/WHAT__ to be taken to ensure that they are accomplished?

Goals, strategies/actions

What is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services?

Guest loyalty

What is the characteristic which renders a service impossible to divorce the supply or production of the service from its consumption?

Inseparability

What is a customer who is directly connected to an organization, and is usually (but not necessarily) internal to the organization? Usually stakeholders, employees, or shareholders.

Internal customer

Why is control important?

It requires desirable standards to be set

What adds some planning evaluating responsibilities to a position and gives associates greater control over their work by allowing them to assume some tasks typically done by their supervisors?

Job enrichment

What is a way to relieve the boredom and monotony that can be a disadvantage of work specialization?

Job rotation

What is the first step of active learning?

Listening

Control is a function of __WHAT__?

Management

What aims to increase market share by promoting sales aggressively in existing markets?

Market penetration

When developing a method of measurement, one must be sure that the goals are __WHAT__?

Measurable

A guest calling for a reservation and a guest being welcomed are both explanations of what?

Moments of truth

Control works by __WHAT__?

Monitoring activities

What are sources of information for measuring performance?

Observations and reporting

What are generally created for periods of up to one year and fit in with long-range plans of organization?

Operational plans

Employee theft and fraud are high partly due to __WHAT and WHAT__?

Opportunity and lax control

What refers to the arrangement of activities so that they systematically contribute to goal accomplishment?

Organization

What begins at the top of the organization with the board of directors selecting a president or CEO?

Organizational chart

What are the four traditional P's of Marketing?

Place, product, price, and promotion

What gives direction not only to top management but to all associates as they focus on goal accomplishment?

Planning

What are broad guidelines for associates to use when making decisions?

Policy

What is closely associated with chain of command because it gives managers the right to exercise their power in a given situation?

Power

What refers to the amount of labor (input) it takes to do a particular task?

Productivity

Managers make most decisions based on what 3 things?

Rationality, commitment and intuition

Having a passion for __WHAT__ is a key to being successful in the hospitality industry?

Serving others (Being service oriented)

What creates long-term plans that steer the organization toward its goals in the accomplishment of its mission and vision?

Strategic planning

What is the concept of protecting the natural resources of the planet while achieving corporate profitability?

Sustainability

What is the final step in the control process?

Taking managerial action

To make the job of controller easier and quicker, the hospitality industry has increased the use of __WHAT__?

Technology

Workplace violence is the responsibility of __WHO__?

The manager

What is a symbol of welcome, friendship, and hospitality?

The pineapple

What involves planning but also involves improving efficiency and increasing productivity while placing emphasis on quality ?

Total Quality Management (TQM)