Careers in Hospitality
Welcoming Guests
Workplace Skills and Expectations
The Lodging Industry
Engineering
100

Conventions and expositions fall under which hospitality category?

  • Lodging
  • Event management
  • Recreation

Event Management

100

Self-awareness, self-regulation, social skills, empathy, and motivation are components of

  • emotional intelligence.
  • the hierarchy of needs.
  • secondary research.

emotional intelligence.

100

Values, beliefs, traditions, heroes, ceremonies, and how a company goes about doing things is called

  • a mission statement.
  • organizational culture.
  • cultural tendencies.

organizational culture.

100

An accountant is traveling to St. Louis for three weeks to do a corporate audit. What property would be best suited for her?

  • Motel
  • Convention hotel
  • Extended stay hotel
  • Extended stay hotel
100

Which is a responsibility of the engineering department?

  • Pest control
  • Cleaning guestrooms
  • Checking in a guest
  • Pest control
200

The back of the house in a restaurant operation refers to


  • the corporate offices.
  • the parking lot and outside seating.
  • positions that do not deal with guests directly.

positions that do not deal with guests directly.

200

A time when guest service expectations are met or not met is called a

  • service recovery.
  • hero movement.
  • moment of truth.

moment of truth.

200

What are soft skills?

  • Qualities that can be transferred from one job to another
  • Techniques used to communicate and interact with other people
  • Interpersonal attributes that can help an individual succeed
  • Interpersonal attributes that can help an individual succeed
200

On a cruise ship, a guestroom is called a

  • dormitory.
  • Stateroom
  • bunkroom.

Stateroom

200

A blizzard blew through Boulder, Colorado. Who is responsible for snow removal on a Boulder hotel’s property?

  • Security
  • Chief engineer
  • Groundskeeper
  • Groundskeeper
300

An employee who is combining on-the-job training with off-the-job learning to earn a certificate is a(n)

  • intern.
  • apprentice.
  • community organizer

apprentice.

300

Which activity is part of the pre-arrival stage?

  • Reserve car
  • Pick up car
  • Use car

Reserve car

300

When generating a potential solution to a problem, which skill is most important?

  • Delegating
  • Creativity
  • Feedback
  • Creativity
300

A  system in which services are shared between individuals, often facilitated by an online platform, is referred to as a(n)

  • upscale economy.
  • progressive economy.
  • sharing economy.
  • sharing economy.
300

Who may be responsible for security in a small hotel?

  • Chief engineer
  • Housekeeping manager
  • Concierge
  • Chief engineer
400

A brief letter that introduces an applicant to an employer is called a

  • résumé.
  • portfolio.
  • cover letter.

cover letter.

400

A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn’t experience any issues. This type of experience is known as

  • recovered.
  • imperfect.
  • seamless.

seamless.

400

A condition that results when demand exceeds the resources available is

  • empathy.
  • stress.
  • tranquility.

Stress

400

Which type of resort offers a daily room rate system that covers all meals, beverages, and activities?

  • Extended stay
  • All-inclusive
  • Motel
  • All-inclusive
400

The engineering department is a cost center in the hotel, meaning that it generates

  • revenues.
  • expenses.
  • profits.
  • expenses.
500

A method of connecting with several people to build relationships that may result in career advancement and knowledge or career enhancements is called

  • friending.
  • emailing.
  • networking

networking

500

Which is a way to evaluate guest satisfaction?

  • Influencers
  • Industry research
  • Customer survey

Customer survey

500

A restaurant manager is holding a weekly team meeting with her staff. She is discussing the specials of the day as well as how to work effectively as a team. Which type of communication is the manager using?

  • Written
  • Verbal
  • Nonverbal

Verbal

500

Which would be classified as a leisure traveler?

  • A person on vacation
  • A person attending at a convention
  • A salesperson calling on accounts in other states
  • A person on vacation
500

Which type of maintenance is conducted to prevent future breakdowns of equipment and systems?

  • Production care
  • Emergency
  • Preventive
  • Preventive
M
e
n
u