Workplace Skills
The professional behavior expected in the workplace, including appropriate phone and email use, is known as
Workplace Etiquette
Which hospitality category includes parks, gaming, and attractions?
Recreation
Which of the following is an example of "dark tourism"?
A person traveling to a site of a major tragedy or disaster
The back of the house in a restaurant operation refers to
positions that do not deal with guest directly
When verbal or physical conduct related to a person's race, gender, color, ethnicity, religion, sexual orientation, or disability interferes with the person's work performance or creates an unhealthy work environment what has occurred?
Harassment
The ability to consider and understand the feelings of others, which is vital for anticipating customer needs, is
Empathy
Conventions and expositions fall under which hospitality category?
Event Management
What is the most efficient mode of transportation available?
Air
What is the purpose of Innkeeper laws?
protect both the innkeeper and the guest
As part of ADA compliance, facilities management must ensure the facility has
Accessible parking spaces
Name an action that is a component of effective time management skills
Setting priorities
Which is an example of an organizational skill?
attention to detail
Who issues an internatonal driving permit?
AAA
What type of menu offers and prices each item on an individual basis?
A la carte menu
A concierge is listening to a guest's experience at the hotel restaurant. If the concierge is using active listening skills, which should he do?
Pay attention and take notes if needed
The term for all the ways in which people differ (including race, gender, age, religion, etc.) is
Diversity
What is the term for a mandatory fee added to a guest's folio for each night they spend at a resort?
Resort Fee
In the security department, who is known as the boots on the ground?
security officer
What is the purpose of service recovery?
To correct errors and restore guest satisfaction
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?
Verbal
What is the first step in problem solving
Identify the problem
Which of the following best defines "discretionary income" in the context
of tourism?
The money left after all necessities are paid for, which can be spent on things like vacations
The failure to act in a safe manner is called
negligence
Which type of hotel is designed for people staying for extended periods and includes fully equipped kitchens?
Extended-stay Hotel
Using tools to increase a person's efficiency and productivity is called
time management