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What are the skills used by a person to interact with others properly?
Interpersonal Skills
Which process has led to an interdependency of travel and tourism activities among different countries to strengthen their national economies?
globalization
Which type of advertising is a resort using when it sends a postcard to its former guests?
Direct mail
What is an important aspect of handling a hotel guest’s complaint?
Problem solving
what is a primary reason why hospitality facilities develop emergency response procedures?
to help lesson panic and reduce the risk of damage or injury during an emergency situation
The most successful in the hospitality business are those with...
Communication Skills
which is a factor that influences demand in the travel and tourism industry?
economic conditions
Which type of marketing involves a 3–day cruise offering several culinary classes for women who enjoy cooking Italian food?
Niche Marketing
Why are “critical moments” during customer interactions important to a hospitality business?
During these critical moments, customers form impressions about the business.
what do hotels develop to help guests safely exit the property if a fire occur?
Evacuation plan
Effective employees of the hospitality and tourism industry must exhibit what when they communicate with customers?
patience and
empathy
During which phase of the business cycle is travel and tourism most likely to increase?
Expansion
Which advertising medium should a tour operator use to reach selective local audiences at low costs?
Radio
Which personal quality is important to express when handling a hotel guest’s complaint?
Empathy
A hotel lobby has loose electrical wires coming out of a wall. Which type of hazard does this situation exemplify?
Safety
What type of tourism is directed toward exotic, often threatened, natural environments?
Ecotourism
How does a high level of inflation affect the hospitality and tourism industry ?
Tourist purchasing power decreases
Which type of service might a travel agent recommend to clients who want to tour Arizona, New Mexico, and California on their own at a leisurely pace?
Car rental
What do all hospitality employees need to possess to handle customers’ complaints effectively?
Active listening skills
Who is responsible for implementing the laws required to operate a hospitality or tourism business?
Management
Who oversees accounting and financial
activities.
The Controller
Which economic condition typically occurs during a popular vacation destination's off season?
Higher unemployment
Which type of printed materials do travel agents often use as a sales tool when selling vacation packages to clients?
Promotional brochures
A hotel restaurant employee said, “Mr. Jones, I took your breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” Which inappropriate action did the employee take in handling the customer’s problem?
Placing blame on someone else
What do many hospitality and tourism businesses require their employees to display or wear on clothing to ensure security at the workplace?
Photo identification card