Bagdan Guest Service in the Hospitality Industry, Paul Bagdan , Test Bank

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Bagdan Guest Service in the Hospitality Industry By Paul Bagdan

Email: richard@qwconsultancy.com

Chapter 1: The Basics of Guest Service Test Bank Questions Multiple-Choice Questions 1. What age of change occurred as a result of the loss of agricultural and manufacturing jobs in the United States?

A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 2. What age of change occurred as a result of a boom in digitalization in the 1980s and 1990s, thus changing the way that businesses operate?

A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 3. What age of change occurred when the service economy was combined with proliferation technology?

A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 4. What age of change occurred as a result of people moving to cities in the United States about 100 years ago?

A. Age of communication B. Age of service C. Age of technology D. Age of agriculture E. None of the above

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5. ____________ is a quest to reduce errors and inefficiencies so that you won’t have to fix as many things and pay the price for producing a poor product.

A. DRIFT B. MBWA C. PDCA D. ASCII E. ISO 6. A point of service at which customer service is either made or lost is known as A. Moment of truth B. MBWA C. PDCA D. DRFIT E. None of the above 7. Under this highly effective premise, managers “get in touch” with the employees and customers to learn what is really occurring: A. MBWA B. PDCA C. DRIFT D. All of the above E. None of the above 8. A four-step process for implementing change, or, continuous improvement is called A. PDCA B. MBWA C. DRIFT D. All of the above E. None of the above 9. Meeting and exceeding the individual expectations of the customer is called A. Quality customer service B. Moment of truth C. Paradigm D. Expectorant E. None of the above

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10. What belief is commonly accepted as being the proper way or method that something is to be done?

A. Paradigm B. Ritual C. Moment of truth D. Religiservice E. None of the above 11. Who popularized TQM and PDCA? A. Deming B. Juran C. Peters D. Drucker E. Crosby 12. Who is commonly known as the Father of Modern Management?

A. Deming B. Juran C. Peters D. Drucker E. Crosby 13. Choose the reason that does not support why “Bad News Travels Fast”: A. The customer still needed to vent.

B. Customers may seek revenge.

C. Customers remember typical events.

D. Service organizations and employees appear impersonal.

E. All of the above support why Bad News Travels Fast.

True or False Questions 14. A return customer costs far less to keep than obtaining a new one.

15. Most businesses should spend less money attracting customers and more effort retaining the ones that they have.

16. Some reasons for bad service are acceptable.

Short Answer Essay Questions 17. Describe the idea behind Ritz Carlton’s motto: “We are Ladies and Gentleman serving Ladies and Gentleman.”

18. Describe the idea behind: “Good service can make up for a bad food, but good food cannot make up for poor service.”

19. Describe the concept of meeting or exceeding expectations.

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20. List four advantages and four disadvantages of self-service, which is now ubiquitous.

Answer Key Multiple-Choice 1. B 2. C 3. A 4. E 5. A 6. A 7. A

8. A 9. A 10. A 11. A 12. D 13. C

True or False 14. True 15. True 16. False Short Answer Essay 17. This statement gives the employees a high status, leading them to take pride in their positions while treating the guests with the expected high standards.

18. Service may just be one reason why an experience is poor. What do you remember most about a poor hospitality experience? Was it the service? Was it the decor? Was it the event, the room, or the food? Or was it a combination of these things? A common phrase is: “Good service can make up for a bad food, but good food cannot make up for poor service.” Shortcomings will occasionally occur. When they do, good service can help to make them much more bearable.

Remember that good service can make up for other problems, but those other items cannot make up for bad service. Even if the steak were prepared perfectly, the guest would have worried about making the show on time. No matter how great things are, good service must be present.

19. Quality customer service is meeting and exceeding the individual customer’s expectations. If service meets or surpasses customer’s expectations, in any situation, it is said to be quality customer service. Meeting or exceeding the expectations of customers, or quality customer service, can occur anywhere and at any level of establishment. Good service can occur at a concession stand, at a fine-dining establishment, at a show, or on a tour as long as they receive as much or more than they expected.

20. Advantages • Decreased labor • Increased speed of service 4

• Increased processing • Shorter lines • Increased access Disadvantages • Loss of human interaction • Subject to input error • Difficulty fixing errors • Unfamiliar with technology • Unfamiliar with process • Uncertainty of transaction

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Chapter 2: Defining Guest Service Test Bank Questions Multiple-Choice Questions 1. Databases now store information on guests that provide items such as A. Pictures of pets B. Food and beverage preferences C. Past issues D. Lifetime usage and frequency E. All of the above 2. Expectations of service that are clearly provided or given by the business are referred to as A. Implicit expectations B. Primary expectations C. Secondary expectations D. Explicit expectations E. None of the above.

3. Expectations of service not fully expressed or stated, but certainly implied by a business are referred to as A. Primary expectations B. Secondary expectations C. Explicit expectations D. Implicit expectations E. None of the above.

4. Essential expectations, crucial to the quality guest service experience mare referred to as A. Primary expectations B. Secondary expectations C. Explicit expectations D. Implicit expectations E. None of the above

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5. Expectations of lesser importance to the guest service experience. Somewhat tolerable when omitted, but appreciated when present are referred to as A. Primary expectations B. Secondary expectations C. Explicit expectations D. Implicit expectations E. None of the above 6. Often stated internally and externally, a guarantee of goods or services that the customer will be satisfied is known as a(n) A. Service promise B. Business guarantee C. Explicit expectations D. Implicit expectations E. None of the above 7. Inputs that set expectations include A. Marketing B. Self C. Others D. Occasion E. All of the above 8. The main wants and needs of the service experience are known as A. Primary expectations B. Secondary expectations C. Explicit expectations D. Implicit expectations E. None of the above 9. All of the following are examples of primary expectations except A. Prepared and ready for the guest B. Attentive, professional service C. Efficiency D. All above are primary expectations E. None of the above

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10. Which are examples of primary expectations?

A. Comprehension of the process B. Knowledge of the times C. Wants are heard and understood D. Follow-through of a product that is what it claims E. All above are primary expectations.

11. ________________ take away from the guest service but are less important to basic, essential service and may be omitted with a certain level of tolerance by the customer.

A. Primary expectations B. Secondary expectations C. Explicit expectations D. Implicit expectations E. None of the above 12. Helping a guest choose a good seat for the show is an example is which type of service?

A. Assistance service B. Repair service C. Value-added service D. Seat service E. None of the above 13. Helping a traveler find an alternative flight in bad weather is an example of which type of service?

A. Assistance service B. Repair service C. Value-added service D. Airline service E. None of the above 14. Remembering a guests’ favorite drink of a customer or offering a free upgrade is an example of which type of service?

A. Assistance service B. Repair service C. Value-added service D. Guest service E. None of the above

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15. What is an aspect of guest service?

A. Focusing on serving the guest B. Consistency in service C. Guests defining quality and value D. All of the above E. None of the above True or False Questions 16. Giving something extra to a guest that doesn’t cost extra can include personalizing a service, giving extra attention, recognizing a familiar face, or giving extra help with bags or the elevator.

17. Using the human touch is what makes hospitality what it is.

18. The idea of organizing and controlling a theme that is consistent throughout the entirety of a company is known as brand management.

19. Quality guest service can simply be defined as exceeding guests’ expectations.

Short Answer Essay Questions 20. Customers have different levels of expectations: ideal, reasonable, and acceptable.

Why is it important to try to achieve reasonable and ideal expectations?

21. Expectations are ordered: primary and secondary. What is the difference? Define both and provide examples.

22. Every customer is different. There are many inputs that determine the individual customer’s expectations. Some come from the business while others come from the guests. As a result, the expectations may be low, high, or even undecided. List examples of five different inputs that define their expectations.

Answer Key Multiple-Choice 1. E 2. D 3. D 4. A 5. B 6. A 7. E 8. A

9. D 10. E 11. B 12. A 13. B 14. C 15. D

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True or False 16. True 17. True 18. True 19. True Short Answer Essay 21. Guests receiving minimal expectations are subject to being lured by the competition.

22. Expectations can be defined by order: primary and secondary. The primary expectations are assumed, while the secondary expectations are initially less important.

Primary expectations are generalizable to most hospitality settings. They are the main wants and needs of the service experience.

• Prepared and ready for the guest • Attentive, professional service • Efficiency • Comprehension of the process • Knowledge of the times • Wants are heard and understood • Follow-through of a product that is what it claims Secondary expectations are less important to basic, essential service and may be omitted with a certain level of tolerance by the customer. They are the things that take away from the guest service. Guests don’t usually mind until they become a larger issue, although it would certainly be best to provide all of these expectations in a desirable situation.

• Knowledgeable, pleasant staff • Options made known • No transferring • Competence • Acknowledgment—know the customer. Or, respect their anonymity.

23. Answers may include: • Marketing • Operations • Inputs from guests • Self • Others • Occasion

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Chapter 3: Problem Solving for Guest Service Test Bank Questions Multiple-Choice Questions 1. Tool used to outline personality types into four primary categories: Artisan, Guardian, Idealist, and Rational: A. Keirsey Temperament Sorter B. Meyers–Briggs Type Indicator C. Transactional Analysis D. Emotional Intelligence E. None of the above 2. Tool used to outline personality and temperament types into 4 of 16 categories: A. Keirsey Temperament Sorter B. Meyers–Briggs Type Indicator C. Transactional Analysis D. Emotional Intelligence E. None of the above 3. System for understanding and controlling behaviors that uses the premise that every time two people come together, they are constantly evaluating each other: A. Keirsey Temperament Sorter B. Meyers–Briggs Type Indicator C. Transactional Analysis D. Emotional Intelligence E. None of the above 4. A view of personalities, personal encounters, and success. It consists of four dimensions: self-awareness, self-management, social awareness, and relationship management: A. Keirsey Temperament Sorter B. Meyers–Briggs Type Indicator C. Transactional Analysis D. Emotional Intelligence E. None of the above

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5. The psychological demands of customer service can be referred to as A. Emotional labor B. Empathy C. Rate of dissatisfaction D. New customer cost E. None of the above 6. _____________ is understanding and compassion for someone else’s emotion.

When expressed, it often creates a connection between the staff member and the customer.

A. Lateral service principle B. Empathy C. Rate of dissatisfaction D. Lifetime customer value E. Emotional labor 7. _____________ is the amount or percentage of errors in a system. If calculated through a survey, the amount of low-scoring results.

A. Lateral service principle B. Lifetime customer value C. Empathy D. Rate of dissatisfaction E. None of the above 8. _____________ is the idea that employees are to stop what they are doing and help to solve customer problems, even if it is not in their department.

A. Lifetime customer value B. Empathy C. Lateral service principle D. Rate of dissatisfaction E. None of the above 9. All potential future sales from the customer are called A. New customer cost B. Rate of dissatisfaction C. Intent to return D. Lifetime customer value E. None of the above

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10. The costs associated with obtaining a new customer are known as A. Intent to Return B. Lifetime Customer Value C. New Customer Cost D. New Marketing E. None of the above 11. The belief of a customer that he or she will patronize the establishment or services in the future is called A. Intent to return B. Lifetime customer value C. Satisfaction quotient D. All of the above E. None of the above 12. What principle focuses on keeping processes as undemanding as possible, thus reducing the chance for error?

A. Red flag B. Moment of truth C. G.U.E.S.T. D. K.I.S.S. E. None of the above 13. Which straightforward but sufficiently detailed process can be easily adapted to resolve customer issues?

A. Red flag B. Moment of truth C. G.U.E.S.T. D. K.I.S.S. E. None of the above 14. These indicators go off in customers’ minds when they do not receive what they need and expect and can have a cumulative effect and result in a poor service experience: A. Red flags B. Moment of truth C. Service recovery D. None of the above E. All of the above

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15. Popularized by Jan Carlzon, this phrase explains how a guest experience is made up of many points at which quality guest service can be made or lost: A. Red flags B. Moment of truth C. G.U.E.S.T. D. K.I.S.S. E. None of the above 16. Popularized by Ron Zemke, this is a system for acknowledging, apologizing for, and fixing customer complaints: A. Red flags B. Moment of truth C. Service recovery D. All of the above E. None of the above True or False Questions 17. When a customer is visibly angry, it may be very difficult to immediately diffuse and resolve the situation because they are no longer hearing, comprehending, or thinking with great rationality.

18. Anger often has three phases: building; exploding; and cooling.

Short Answer Essay Questions 19. Explain how personal care and attitude are both very important attributes that impact service for staff members. Explain the premise of the “duty of loyalty” that employees should adhere to.

20. Explain specific details on how to deal with the following three types of guests: a. Anxious—“Is this going to take long?” b. Questioner—“What time is the 3 o’clock parade?” c. Bully—“I pay good money…”

21. Explain the contradictions behind the premise, “The guest is always right.” Give advice to a new manager regarding the statement.

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Answer Key Multiple-Choice 1. A 2. B 3. C 4. D 5. A 6. B 7. D 8. C

9. D 10. C 11. A 12. D 13. C 14. A 15. B 16. C

True or False 17. True 18. True Short Answer Essay 19. It implies they have a responsibility to act in the best interest of the business in all of their actions. This means they should: want to help, be empathetic, give their full and personalized attention, and have a sense of pride regarding their work.

20. (a) They have constraints that concern them greatly (travel, bedbugs, phobias).

Show confidence. Give specific praises. Instill confidence in them. Assist them in taking actions. (b) They want to ensure they have the best possible information. They have disbelief in information provided. They believe in the security of redundancy.

Calmly answer each question. Point out where information is available.

Repetitively reassure. Be sure to complete necessary transactions. (c) They want special attention and will say just about anything to get it. Give the attention, but realize that you aren’t there to battle. Don’t let them distract you from protocol. Know your limits and the limits of the business.

21. It sets up unreasonable expectations on both sides. Employees disagree that the guest is always right, arguing: How can a guest always be right? Employees feel bullied and caught between the customer and the management. Owners want the employees to please the paying customers, so this statement is made. They also think they have to give away profits. Occasionally, people lie, especially when it is to their benefit and is associated with a business’s profits instead of an individual. In the end, it is a very difficult statement to make.

You should serve the customers, but a situation may occur during which a customer is unreasonable. Customers can be very rude and believe they have more rights than they actually do. Others say, “While the customer may not always be right, the perception of the customer should be right.” This does change 5

the notion, but it is still difficult to consistently apply it to real-world scenarios. It continues to set up a difficult situation for all parties involved. In an effort to better explore the notion of the guest always being right, you are essentially implying that your answer should always be yes and that a guest should never be refused.

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Chapter 4: The Guest Service of Food Test Bank Questions Multiple-Choice Questions 1. What is the slang for an order ticket? (It is often printed for line cooks to prepare, and sometimes referred to as a dupe.)

A. Turnover B. Chit C. Crumbing D. Cover E. Mise en Place 2. What is a dinner or meal for one person?

A. Turnover B. Chit C. Crumbing D. Cover E. Mise en place 3. Using a tool to scrape breadcrumbs from the table between courses in fine-dining restaurants is called A. Turnover B. Crumbing C. Cover D. Chit E. None of the above 4. Loosely translates to “everything in its place,” ____________ means having all materials assembled prior to starting a task.

A. Turnover B. Chit C. Cover D. Crumbing E. Mise en place

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5. To the customer food service may represent A. A part of someone’s religion B. An important celebration or business transaction C. The only rest time of their day D. Something they were looking forward to for a long time E. All of the above 6. Which of the following are FOH staff?

A. Chef du cuisine B. Sous chef C. Saucier D. Bar back E. None of the above 7. Which of the following are FOH staff?

A. Grillardin B. Sommelier C. Rotisseur D. Entremetier E. Garde-manger 8. Which of these are FOH staff?

A. Maître d’ B. Sommelier C. Food runner D. All of the above E. None of the above 9. Who is the lowest in ranking on the organizational chart?

A. Sommelier B. Dining room manager C. Captain D. Front waiter E. Back waiter 10. Who is the highest in ranking on the organizational chart?

A. Sommelier B. Dining room manager C. Head waiter D. Captain E. Front waiter 2

11. What is the first step in delivering sit-down table service?

A. Take the drink orders.

B. Seat the guests.

C. Serve the drinks.

D. Greet the guests.

E. None of the above 12. According to the text, what is the final step in delivering sit-down table service?

A. Present the bill.

B. Clear the dinners.

C. Wrap any leftovers.

D. All of the above E. None of the above 13. In which style is food plated in the kitchen and brought out to the customers at tables?

A. American service B. Russian service C. Buffet/smorgasbord D. Butler service E. Counter service 14. In which style is food prepared in the kitchen and served from platters with forkover-spoon manipulation?

A. American service B. Russian service C. Dim sum service D. English service E. Cafeteria service 15. In which style do guests pick up their own plate and choose their food from a long table, either assisted or unassisted?

A. French service B. Cafeteria service C. Dim sum service D. Buffet/smorgasbord E. Counter service

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16. In which style do the guests help themselves from the platter using platter utensils? (The guests may be standing, as in a reception, or seated at a table.)

A. Butler service B. Dim sum service C. English service D. French service E. None of the above 17. In which style are many different carts wheeled to your table periodically or platters brought to your table so you can choose what you would like?

A. English service B. French service C. Russian service D. Dim sum service E. Butler service 18. Which style mimics home-style cooking, where platters from the kitchen are brought to the host for inspection and then set on the table or passed?

A. Dim sum service B. English service C. French service D. Russian service E. None of the above 19. In which style is food prepared in front of the customer?

A. French service B. Butler service C. Dim sum service D. English service E. Russian service True or False Questions 20. As kitchens progressed and less food was prepared from scratch, some BOH positions were combined.

21. The BOH is very different from the FOH. You can feel the entire climate change as you pass through the kitchen doors and proceed “off stage.”

22. All areas that are not seen by the typical customer are referred to as the Front of the House (BOH).

23. The service area in view of the customers are referred to as the Front of the House (FOH).

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24. Most foodservice operation positions are divided into three separate areas: Front of the House (FOH), Back of the House (BOH), and Classical Kitchen Brigade.

25. American service is common, but it is not the only style available.

26. Ultra-formal dining is used in classical, 4 to 5 Star/Diamond dining.

27. A system of stations in the kitchen where everyone has a specific purpose is called the Classical Brigade.

28. Full-service restaurants are also known as American service or sit-down service in the United States.

29. The FOH and the BOH often find it easy getting along with each other.

Short Answer Essay Questions 30. List at least four typical positions present in fine-dining FOH. Also include the French names if you know them.

31. List four suggestions for serving families with small children in full-service restaurants.

32. List and briefly describe at least four different service styles.

Answer Key Multiple-Choice 1. B 2. D 3. B 4. E 5. E 6. D 7. B 8. D 9. E 10. B

11. D 12. A 13. A 14. B 15. D 16. A 17. D 18. B 19. A

True or False 20. T 21. T 22. F 23. T 24. T

25. T 26. T 27. T 28. T 29. F

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Short Answer 30. Sommelier (chef de vin) Dining room manager (maître d’hotel or maître d’) Head waiter (chef de sale) Captain (chef d’étage) Front waiter (chef de rang) Back waiter (demi-chef de rang or commis de rang or busser) 31. Answers may include: • Let the parents serve the children. Give plates and water to the parents first, and allow them to pass it on to the child.

• Give the parents an out, offering food to go, or an area where they can walk with the child until the child is calm.

• Remember that you are a stranger. The child does not know you. Don’t expect the child to answer your questions or easily welcome your presence.

• Follow the lead of the parents. They are the caretakers. They will often direct you.

• Don’t place the children in high chairs. Set the high chair out for the parents and allow them to seat the child.

• Place lids on cups when possible, and do not add ice.

• Remove knives, flames, and anything else from the reach of the child.

• Check the floor when you present the check. Children are notorious for dropping their belongings, and the parents will appreciate your finding them for them.

32. Answers may include: American Service • Alias: Full-service, sit-down service, plated service • Formality: Medium to high • Dynamics: Food is plated in the kitchen and brought out to the customers.

Buffet Service • Alias: Smorgasbord • Formality: Low to medium • Dynamics: Food is displayed on long tables. Guests pick up their own plate and choose their food. Can be assisted or unassisted.

Butler Service • Alias: Passed • Formality: High

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Dynamics: The same as Russian service (see below), except that guests help themselves from the platter. They use the platter utensils. The guests may be standing, as in a reception, or seated at a table.

Counter Service • Alias: Limited service • Formality: High • Dynamics: Typical in fast-food settings, ordered, prepared in the kitchen, served at the counter. Other variations involve customers making choices as their orders are made in an assembly line, such as at Subway or Chipotle.

Also, some will finish in the kitchen and bring it to your table.

Cafeteria Service • Formality: Low • Dynamics: Guests choose particular items from a display or buffet and then are charged accordingly at the register. May also be one set price, as in college dining halls.

• Skill: Low Dim Sum Service • Formality: Medium • Dynamics: Many different carts are wheeled to your table periodically or platters are brought to your table; you choose what you would like. There is typically a system of stamping a card or the like for billing purposes.

English Service • Other names: Family style (similar) • Formality: High • Dynamics: Resembles gathering of families. All fully cooked in the kitchen.

Mimics home-style cooking. Platters from the kitchen are brought to the head of the table or the host for inspection then set on table or passed. Typically in a private room instead of a main dining room. Variations—leaving salad in middle of table. Guests pass it around the table, or the captain serves around the table.

French Service • Other names: Tableside service • Formality: High • Dynamics: Tableside preparation of food in front of customer. Crepes or bananas Foster is common in Americanized versions.

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Skill: High

Russian Service • Other names: Platter service • Formality: High • Dynamics: Food is prepared in the kitchen and served on platters instead of plates. Plates are set and desired portions are served from the platters with fork-over-spoon manipulation. Platter held in left and spoon/fork with right.

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Chapter 5: The Guest Service of Beverages Test Bank Questions Multiple-Choice Questions 1. Which alcohol is served before a meal?

A. Cordial B. Aperitif C. Digestif D. Appetizer E. None of the above 2. Which alcohol is served after a meal?

A. Cordial B. Aperitif C. Digestif D. Dessert E. None of the above 3. The lowest-quality alcohol of a type on the premise is called A. Call B. Well C. Old Pale D. Bottom E. None of the above 4. The highest and most expensive brands of alcohol are called A. VSOP B. High-end C. Top shelf D. Elite E. Call 5. Which high-quality alcohol referred to by its specific brand name instead of type?

A. Name B. Call C. Pour D. Brand E. None of the above

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6. Alcohol at room temperature without ice is called A. Room B. As-is C. Pour D. Neat E. None of the above 7. Which alcoholic beverage is chilled and then strained to remove the ice?

A. Pour B. Neat C. Tidy D. Chilly E. Straight up 8. _________ is served in a highball or Collins glass, usually with a larger amount of mixer.

A. Up B. Straight C. Tall D. Mixed E. None of the above 9. _________ is served with a twist of a lemon or lime peel and rind.

A. Cello B. Citrus C. Peeled D. Twist E. None of the above 10. Any combination of alcohols; _________ is also known as a mixed drink.

A. Varietal B. Cocktail C. Cordial D. Twist E. None of the above

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11. This wine is referred to by the type or variety of grape used to make it: A. Grape-type B. Old World C. New World D. Varietal E. None of the above 12. A sweetened alcohol, also known as liqueur, is called A. Twist B. Cordial C. Aperitif D. Rum E. None of the above 13. _________ is a fee charged to open or uncork and serve bottles brought in by the customers. Note that this is legal in only a few states.

A. Decanting B. Corkage C. Proof D. Aperitif E. Open container 14. Separating sediments from the wine is called A. Corkage B. Proof C. Aperitif D. Open container E. Decanting 15. A drink with ice is called A. Rocky B. On the rocks C. Over the rocks D. Chilled E. None of the above

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16. The amount of alcohol in a beverage—twice the percentage of alcohol—is called its A. Percentage B. Strength C. Bite D. Proof E. None of the above 17. Red wines serving temperature: A. 33–42ºF B. 42–52ºF C. 45–50ºF D. 50–65ºF E. 55–68ºF 18. White wines serving temperature: A. 33–42ºF B. 42–52ºF C. 45–50ºF D. 50–65ºF E. 55–68ºF 19. Sparkling wines serving temperature: A. 33–42ºF B. 42–52ºF C. 45–50ºF D. 50–65ºF E. 55–68ºF 20. Choose the answer that best matches the description provided. Most popular; Main ingredient: Grain; Appearance: Clear; Taste: No distinct flavor itself, but may be flavored with other ingredients: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey

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21. Choose the answer that best matches the description provided. Main ingredient: Grain; Appearance: Clear, Taste: No distinct flavor itself, flavored with juniper berries: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey 22. Choose the answer that best matches the description provided. Main ingredient: Sugarcane, also beets or molasses; Appearance: Light to dark in color; Taste: Rounded, the darker the sweeter: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey 23. Choose the answer that best matches the description provided. Bacardi, Captain Morgan, Mount Gay: A. Vodka B. Gin C. Rum D. Tequila E. Bourbon 24. Choose the answer that best matches the description provided. Main ingredient: Agave plant, Appearance: Clear, Taste: Typically biting: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey

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25. Choose the answer that best matches the description provided. Main ingredient: Grain mash; Process: Fermented and distilled, aged in oak barrels, blended or unblended (single-malt); Appearance: Medium golden-brown; Taste: Aromatic, oaky, bold: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey 26. Beefeater, Bombay, Gilbey’s, Gordon’s, Seagram’s, Tanqueray: A. Vodka B. Gin C. Rum D. Tequila E. Bourbon 27. Wild Turkey, Jim Bean, Maker’s Mark, Knob Creek: A. Bourbon B. Gin C. Rum D. Tequila E. Whiskey 28. Jose Cuervo, Sauza, Patron, Herradura: A. Bourbon B. Gin C. Rum D. Tequila E. Whiskey 29. Absolut, Stolichnaya, Smirnoff, Grey Goose, Chopin, Skyy, Ciroc: A. Vodka B. Gin C. Rum D. Tequila E. Whiskey

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30. Bushmill’s, Jameson’s, Tullamore, Dewar’s, Johnnie Walker, Chivas Regal, Cutty Sark, J&B: A. Bourbon B. Gin C. Rum D. Tequila E. Whiskey 31. An almond-flavored cordial: A. Kahlua B. Frangelico C. Ameretto D. Irish Mist E. Midori 32. An anise-flavored cordial: A. Cointreau B. Frangelico C. Galliano D. Irish Mist E. Sambuca 33. A hazelnut-flavored cordial: A. Amaretto B. Sambuca C. Cointreau D. Kahlua E. None of the above 34. A coffee-flavored cordial: A. Kahlua B. Frangelico C. Galliano D. Ameretto E. Midori 35. A citrus-flavored cordial: A. Sambuca B. Kirsch C. Cointreau D. Kahlua E. Frangelico 7

Short Answer Essay Questions 36. Describe the two primary types of beers.

37. Detail the steps in opening a bottle of wine (with no decanting).

Glassware is either preset or brought just before service. It is also ordered/served by the glass.

38. Detail the steps in opening a bottle of sparkling wine.

39. List and describe four staff positions involved in beverage service.

Answer Key Multiple-Choice 1. B 2. C 3. B 4. C 5. B 6. D 7. E 8. C 9. D 10. B 11. D 12. B 13. B 14. E 15. B 16. D 17. B 18. C

19. B 20. A 21. B 22. C 23. C 24. D 25. E 26. B 27. A 28. D 29. A 30. E 31. B 32. E 33. E 34. A 35. C

Short Answer Essay 36. There are two main groups of beers: lagers and ales. While lagers offer a crisp, clean taste, ales offer a more complex taste.

Examples of lagers: Budweiser, Miller, Coors, Pilsners, and Bocks are varieties of lagers.

Examples of ales: India Pale Ale, Stout, Porter are varieties of ales; they are served at a slightly higher temperature (55ºF).

37. Lint-free. Glassware has stems because you shouldn’t touch the bowl of the glass.

White is chilled and red is served at room temperature.

Present the bottle to ensure it is the bottle the customer ordered.

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Uncork it.

Place cork on table beside them for inspection. A cork found to be in acceptable condition is an indication that the bottle was stored correctly.

Pour the host a small portion—about 2 to 3 oz.

Hold the glass up to the light or against a white tablecloth.

Swirl to release aroma and aerate.

Smell with nose over top of glass.

Taste.

38. Present bottle Remove cage (be careful where you point the bottle after removal).

Cover with napkin.

Thumb on top, slowly twist the bottle, not the cork.

Pop cork on the edge, slowly permitting the pressure to release, to keep from flying across the room.

Wipe bottle opening.

Pour, wrap napkin around it, and place in the bucket.

39. Specialty managers: With all of the unique beverage operations, establishments may employ a specialty manager in a niche area. This person differs from a sommelier in that they have less guest contact. This person may specialize in wines, liquors, or beer, and is likely in charge of inventory, promotions, and staff training. In the case of a microbrew operation, this individual may also oversee production as well as service and inventory of beer.

Beverage manager: This position is the manager of all things beverage. The position may be more back-of-the-house–oriented when combined with food, as in the case of a food and beverage manager. It may also be a service orientated position in the case of a bar manager. In the latter case, this person establishes and oversees service protocol, pricing, promotions, inventory, customer service, regulations, and security. This position must be well aware of the actions of the customers and the staff and make difficult decisions regarding a balance between customer, staff, and organizational goals. They have likely been promoted through the ranks and are very “streetwise” in their dealings.

Bar back: A bar back is an assistant to the bartender. This is a position for aspiring bartenders who must learn the position and climb the ranks. They primarily replenish alcohol, ice, and glassware so the bartender can remain behind the bar and continue pouring. Busy operations could not operate without the backup support of this position.

Cocktail server: Wait staff who service the bar area. They may also supply lighter food or even full meals. They permit the bar to serve people that are waiting for a 80

table or prefer a lighter atmosphere. This position is historically a female-oriented position, but it can just as well be fulfilled by a male wait staff.

Sommelier: Sommeliers are professional wine experts. The increase in wine consumption, combined with discriminating and educated palates, have given a rebirth to this term. Sommeliers, also known as wine stewards, work the floor of a fine-dining restaurant, assisting guests with their wine and beverage selections.

They tailor their suggestions specifically to the guest. (Note: bartender is also acceptable)

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Chapter 6: The Guest Service of Lodging Test Bank Questions Multiple-Choice Questions 1. A plan in a hotel where all meals are included in rate: breakfast, lunch, and dinner is called A. PMS B. CP C. CRS D. AP E. MAP 2. What is a room rate with no meals included?

A. PMS B. CP C. EP D. AP E. MAP 3. __________ is a central system for multiple properties, often accessed internally and externally.

A. PMS B. CP C. EP D. AP E. CRS 4. ___________ is also known as Demi-pension—a room package including breakfast and one other meal, typically dinner.

A. PMS B. CRS C. EP D. AP E. MAP

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5. ___________ is a computer system that records and integrates many systems throughout the hotel, useful in tabulating, reporting, and predicting.

A. PMS B. CP C. EP D. AP E. MAP 6. Permission from a credit company to make a charge is called A. Charge record B. Authorization C. Post D. Book E. Acceptance 7. A group of rooms placed on a temporary hold for a group is called A. Post B. Charge record C. Authorization D. Block E. Book 8. A file-holder for guest folios and other reserved material kept behind front desk is called A. Book B. Bucket C. Guest history file D. Guest list E. None of the above 9. Which room plan includes only continental breakfast?

A. PMS B. CP C. EP D. AP E. MAP

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10. ___________ is a lower rate charged to guests who do not occupy the room overnight (typically, between 10 A.M. and 4 P.M.).

A. EP B. AP C. DNS D. Day rate E. Half rate 11. A guest who checks in and quickly returns to the desk without having occupied the room is called a/an A. PMS B. CP C. EP D. AP E. None of the above 12. __________ is also known as a tip. Typically, money given or charged for service.

A. Gratuity B. Guest account.

C. Charge record D. Authorization E. DNS 13. What is a record of guest’s previous transactions called?

A. Charge record B. Authorization C. Guest history file D. Billing E. Folio 14. The record of the total number of hotel guests at any one time is called the A. House record B. Guest history file C. House count D. Head count E. Occupancy percentage

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15. ____________ is a list of all transactions specific to a department or account.

A. Charge record B. Authorization C. Folio D. Post E. None of the above 16. What is a procedure of closing a guest folio upon the guest’s departure?

A. Check out B. Charge record C. Authorization D. Billing E. Guest history file 17. An account for nonguests is called A. Charge record B. Authorization C. Billing D. Guest history file E. City account 18. Making an entry on an account is known as A. Posting B. Charge records C. Authorization D. Booking E. None of the above 19. What is the price charged for a room night?

A. Charge record B. Authorization C. Rate D. Post E. Book

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20. Position that works at night and reconciles the accounts is called the A. Night audit B. Concierge C. Front desk manager D. Night accountant E. None of the above Short Answer Essay Questions 21. Describe the basic procedure of walking a guest.

22. List the steps common to checking in a guest.

23. List three problems or issues common to the front desk and briefly detail a solution for each.

24. Describe what the back office of a hotel is and what it does.

25. Describe what the concierge position of a hotel is and what it does.

Answer Key Multiple-Choice 1. D 2. C 3. E 4. E 5. A 6. B 7. D 8. B 9. B 10. D

11. E 12. A 13. C 14. C 15. A 16. A 17. E 18. A 19. C 20. A

Short Answer Essay 21. Walking a guest means transferring a guest to another hotel because the property has overcommitted by accepting more reservations than it could supply. Perhaps other guests have overstayed, the establishment booked too many reservations, expecting cancellations did not occur, or rooms are unavailable because of repair.

In any case, the guests have made a reservation but the hotel does not have an available room. Consider the following steps: • Realize that some higher-level guests should not be walked. High-priority members may be entitled to cash bonuses. Other considerations on who to walk are length of stay, business affiliation, and whether their room was complimentary.

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• Know what other properties are open for rooms.

• Try to walk a guest earlier in the evening.

• Make it as easy on them as you can.

• Apologize, have the manager apologize, have a letter of apology prepared.

• Ask/think—What can you do to help them? Calls? . . .

• See if they care.

• Provide transportation.

• Be as brief as possible.

• Have a car ready.

• Refund or comp the room if policy dictates.

• Tell the concierge.

• Call the hotel where they are walked to ensure that things are good.

• See if you can have them come back if it was to be a multiple-night stay.

• Send them to a nicer place.

• Send a gift to their room, is appropriate.

• Record the incident.

22. The steps are: • Check-in procedures differ from property to property, but the basics are essentially the same.

• Greet the guest with a smile and a warm welcome.

• Ask if they have a reservation. If so, verify name and check identification.

• Ask them to fill out a guest registration form or ask about the number of people, type of room, and length of stay.

• Ask about any preferences.

• Establish the form of payment and give a quote.

• Ask for a credit card for incidentals.

23. Issues will vary but may include the following. Solutions will vary.

• Missing reservations • Wrong key • Nonworking key • Room occupied • Lines too long • Missed something held for guest • Credit card not verified • Luggage sent to wrong room • Rates do not match previous quote or are not available • Room is not what they expected • Wrong information regarding area or hotel • Uncleaned room 6

• Room deficiencies 24. The back office is a part of the hotel that is typically directly in back of the front desk. It is the support area for guest services. Management also typically has its offices there. Entry and midlevel managers are directly involved with guest service. Upper-level managers periodically greet guests, but primarily concentrate on oversight of the property.

25. A concierge is a person who assists guests with both hotel and non–hotel-related matters. This involves everything from making dinner reservations in the local area to directions to a shopping center. Concierges have full knowledge of the hotel services as well as the local area. They assess the needs of the guest and make appropriate suggestions. They pull strings and make the guest experience extra special through their advice and services.

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Chapter 7: The Guest Service of Events Test Bank Questions Multiple-Choice Questions 1. A detailed outline of procedures that a crisis management team enacts to respond to a crisis or catastrophe is called A. VIP B. CMP C. SWOT D. SMERF E. None of the above 2. What is the acronym and customer group that combines social, military, educational, religious, and fraternal organizations?

A. SWOT B. SMERF C. SMURF D. All others E. Miscellaneous 3. Any person or group that would be affected if the event, company, or situation were to cease to exist is a A. Touch point B. VIP C. Beneficiary D. Stakeholder E. None of the above 4. What analysis of an organization focuses on its characteristics, containing internal and external examination?

A. SMURF B. Thoralysis C. Examination report D. SWOT E. None of the above

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5. Whenever a guest has contact with your organization, a representative of it, or an aspect that the organization planned, the guest experiences an event called a, A. Touch point B. VIP C. SWOT D. Quality service E. None of the above 6. Which of these are candidates for a population of a meeting to be assessed?

A. Attendees B. Spouses C. Parent organization D. Sponsors E. All of the above

7. Types of event groups include A. Corporate B. Associations C. General public D. SMERF E. All of the above 8. Choose the answer that best matches the description provided. This type of event features a formal, structured, speaker: A. Seminar B. Conference C. Symposium D. Lecture E. Forum 9. Choose the answer that best matches the description provided. This type of event features multiple speakers, moderator, open to question-and-answer sessions with an audience: A. Lecture B. Forum C. Conference D. Symposium E. Seminar

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10. Choose the answer that best matches the description provided. This type of event is less formal, typically smaller in size and at a location remote from business offices, and it great for planning: A. Retreat B. Clinic C. Seminar D. Forum E. None of the above 11. Choose the answer that best matches the description provided. This type of event features meeting of delegates, cyclical scheduling, general sessions for all attendees and breakouts for smaller subgroups, may be in conjunction with an exhibition: A. Forum B. Convention C. Conference D. Clinic E. None of the above 12. Choose the answer that best matches the description provided. This type of event features specialized training: A. Clinic B. Retreat C. Forum D. Seminar E. None of the above 13. Choose the answer that best matches the description provided. This type of event features vendors display, in conjunction with another type of meeting, and has a built-in audience: A. Clinic B. Conference C. Trade show D. Forum E. Exhibition

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14. Choose the answer that best matches the description provided. This type of event features smaller groups, a leader, and works on problems: A. Clinic B. Retreat C. Seminar D. Forum E. None of the above 15. Choose the answer that best matches the description provided. This type of event features vendors display goods and services of a specific trade, open only to people in that specific area: A. Clinic B. Conference C. Trade show D. Forum E. Exhibition True or False Questions 16. With so many things to coordinate, good event professionals must temporarily forget about the coming guests so they can create a safe, once-in-a-lifetime event.

17. Risk management calls for identifying the possible risks, identifying the likeliness of a risk, and identifying the potential consequences.

18. In the event industry, job descriptions are not as uniform as they are in other parts of the hospitality industry.

Short Answer Essay Questions 19. List at least five ways that events set the expectations of the guests: 20. List and briefly describe the five stages of ensuring customer service to an event.

Answer Key Multiple-Choice 1. B 2. B 3. D 4. D 5. A 6. E 7. E 8. D

9. B 10. A 11. B 12. A 13. E 14. C 15. C

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True and False 16. F 17. T 18. T Short Answer Essay 19. Answers could include: • Marketing efforts • Past performances • Word of mouth • Meetings • Location • Price Alternative answers could also include: • A theme • Site selection • Site inspections • Layout • Suppliers • Technicalities • Catering and services • An audience • Financial plans • Well-established program guidelines from which to work • Mealtimes • Event times • Free times • Transition times • Regulation compliance • Registration • Confirmations • Badges 20. A structure is given for managing these variables: • Assess the environment • Predict outcomes • Plan success • Monitor weaknesses • Assess quality

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Chapter 8: The Guest Service of Travel and Tourism Test Bank Questions Multiple-Choice Questions 1. ____________ typically describes a room for bedding, but can also include food, services, or anything else needed during a trip.

A. All-inclusive B. Accommodations C. Resort D. All of the above E. None of the above 2. A tour sold for a total price, including rooms, food, taxes, and most or all incidentals, is called A. All-Inclusive B. Accommodations C. Rooming D. Check-in E. None of the above 3. Travelers’ motives might include all but which of these?

A. An escape from the usual B. An escape from reality C. To learn more about a culture D. To have bragging rights E. All are acceptable motives of traveling 4. ____________ is a bulk purchase of a boat, plane, auto, or bus carrier. It is sold by time, distance, head count, or a combination of these and other variables.

A. Excursion B. CVB C. Charter D. Jet-setting E. None of the above

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5. Agreement between two or more airlines that permits the use of viewing and booking on the system of another is called A. Code sharing B. Branching C. CMP D. Charter E. None of the above 6. Which organization provides destination information regarding an area free of charge to planners and the general public?

A. CMP B. Gratuity C. DMC D. Promotions E. CVB 7. A company that leads and promotes the marketing of a destination is known as A. ACLU B. CVB C. DMO D. CMP E. ICP 8. Travel to, or promotion of, environmentally conscious actions, typically based around awe-inspiring natural resources is called A. Footprinting B. Grassroots C. Eco-tourism D. Conservationist E. None of the above 9. ___________ is a small trip, typically less than a day.

A. Charter B. Excursion C. Eco-tourism D. Conservationist E. None of the above

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10. Which company is funded primarily through room taxes?

A. DMC B. DMO C. CVB D. All of the above E. None of the above 11. A configuration of air travel resembling wheel with a center hub being the main airport with spokes leading out of it connecting to smaller cities or other hubs is called A. Hub and spoke B. Code-sharing C. Branching D. Chain E. None of the above 12. Incentive travel is typically A. All-inclusive B. Given to an employee by the organization for outstanding achievement C. A festive environment D. Offered to the spouse as well as the employee E. All of the above 13. A small, unique area of specialty or special interest is called A. Spousal program B. Incentive travel C. Eco-tourism D. Niche travel E. All of the above 14. A flight in which a passenger arrives at one point and departs from another, making an outline of an open jaw on the map is known as A. Open jaw B. Closed jaw C. Three-way D. multiport E. None of the above

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15. A pension is A. A configuration of air travel involving meals B. A French term meaning guesthouse or a boardinghouse, typically associated with a more basic property C. A British term describing a five-star resort D. A type of aperitif E. A small, unique tour in which payment for accommodations is shared among participants F. None of the above 16. Everything associated with traveling more than 50 miles from home, typically for leisure, is called A. Tourism B. Pension C. Yield management D. Eco-tourism E. None of the above 17. ___________ is a pricing structure common to air and hotel companies. The goal is to optimize profit while balancing supply and demand.

A. Yield management B. Branching C. Rates D. CVB E. Rate integrity 18. Developing relationships with travelers can be achieved through A. Remembering names B. Keeping profiles C. Sharing in something a bit personal D. Sending newsletters E. All of the above 19. You need to eliminate negative cues, or anything that detracts from the desired customer service. These may be found in A. Greetings B. Gestures C. Facial expressions D. Eye contact E. All of the above 4

20. Some of the typical positions in the Travel and Tourism Industry are A. CVB B. Tour guides C. DMC D. DMO E. All of the above Short Answer Essay Questions 21. List five variables outside of your control as a travel professional.

22. Describe how the role of the travel professional has changed since the proliferation of the Internet.

Answer Key Multiple-Choice 1. B 2. A 3. E 4. C 5. A 6. E 7. C 8. C 9. B 10. C

11. A 12. E 13. D 14. A 15. B 16. A 17. A 18. E 19. E 20. E

Short Answer Essay 21. Answers may include: • Transportation • Cycles of rates • Crowd flows • Calendars • Health factors • Social climates • Personal safety • Pricing strategies • Major players • Cultures • Governance • Societal norms 5

• Laws • Reviews 22. Answers will include that everyone has Internet connectivity and thus views similar information regarding options, reservations, and reviews. Despite the fact that this information is available to anyone and everyone, it can be inundating, and expertise is still required to be able to discern the large amounts of information available and to be able to use it in an optimal manner.

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Chapter 9: The Guest Service of Casinos Test Bank Questions Multiple-Choice Questions 1. Free compensation for food, beverage, rooms, or other gratuities to reward guests is called A. Freebies B. Comps C. Throws D. Grabs E. None of the above 2. Guests who spend very little on gambling are known as A. Grannies B. CMOs C. Low rollers D. Conference attendees E. None of the above 3. __________ is a system that monitors the frequency and usage of gamblers. It is used to give rewards.

A. Freebies B. Player-tracking system C. Swipes D. RGB E. None of the above 4. Celebrities or high-profile people are known in casinos as A. VIPs B. CMOs C. Giants D. Whales E. None of the above

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5. Gamblers who spend very large amounts gambling and are accustomed to receiving very high levels of service are known as A. VIPs B. CMOs C. Giants D. Whales E. None of the above 6. All of the following are examples of table games except A. Blackjack (21) B. Roulette C. Craps D. Poker E. All are examples 7. Common back of the house (BOH) casino departments that support customer service may include A. Accounting B. Cashier’s station/cage C. Countroom D. Bookkeeping E. All of the above 8. Slot machine staff positions include A. Slot manager B. Boss: Responsible for slots during a given shift C. Slot polisher D. Security E. All of the above 9. The technology at casinos compared to most other hospitality establishments can be described as A. Much less B. Less C. About the same D. Somewhat higher E. Much higher

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10. Which of the following may be found associated with a casino?

A. Golf B. Pool C. Restaurants D. Hotel E. All of the above 11. The complexity at casinos compared to most other hospitality establishments can be described as A. Much less B. Less C. About the same D. Somewhat higher E. Much higher 12. The main goal of a casino is to A. Offer as many possible options B. Earn a profit C. Make it difficult for the guest to leave D. Take care of the whales E. All of these are its primary goal 13. Security at casinos compared to most other hospitality establishments can be described as A. Almost nonexistent B. Low C. Average D. Medium-high E. High 14. Free drinks are offered at casinos A. Because it is expected B. So they won’t have to leave a seat C. So they will feel rewarded D. All of the above E. None of the above

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15. In hotels associated with casino properties, it is not uncommon to see as much as ___% of the rooms given away as rewards.

A. 20 B. 40 C. 60 D. 90 E. None of the above True or False Questions 16. The trend in the casino industry is for restaurants to be loss leaders, supporting the gaming function with inexpensive all-you-can-eat buffets.

17. Local gamblers are not as affected by the glitz of casinos; they are often attracted by quirky things such as free parking.

18. Play-tracking systems monitor how a person gambles and can be used to provide rewards or comps.

Short Answer Essay Questions 19. Explain how the idea of casinos running a respectable business has changed in recent history.

20. Describe the difference between out-of-town and local gamblers.

Answer Key Multiple-Choice 1. B 2. C 3. B 4. A 5. D 6. E 7. E 8. A 9. E 10. E

11. E 12. B 13. E 14. D 15. D

True or False 16.

F 17.

T 18.

T

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Short Answer Essay 19. They are owned by major companies; they are highly regulated. Anyone who wants to own part of a casino can simply buy shares in their stock. Casinos also have an interest in responsible gambling. They have made great progress in helping guests with compulsive gambling behaviors. Many work with agencies like the National Center for Responsible Gaming and the Responsible Gaming Council.

20. There is a wide blend of people who come with very different needs and expectations. It might be a local who just finished a shift, or a group celebrating a special occasion or even a vacation getaway. Visits to casinos may be frequent and the guests have very specific wants and needs. Or, they seldom travel and aren’t fully aware of their needs and expectations. Whatever it might be, it is important to discern or size up these guests immediately because they arrive with very different sets of needs and expectations. Marketing studies have shown that out-of-town guests spend significantly more per person; however, locals spend less but visit more often. The local gambler isn’t as impacted by the glitz and the glare of casino atmosphere. They have become accustomed to it. They avoid the places that do not specifically fit them for a variety of reasons. It could be small things like parking or clientele. A casino quickly learns if it is attracting local gamblers. This crowd has different and lower, yet quirky, expectations. It likely isn’t a special occasion for them, just casual entertainment.

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Chapter 10: Research and Tools Test Bank Questions Multiple-Choice Questions 1. A process that sorts ideas into categories for further interpretation is called A. Benchmarking B. Focus group C. Control chart D. Affinity diagram E. None of the above 2. “Before” measurements that describe a situation or condition prior to intervention are called A. Brainstorming B. Baseline measurements C. Benchmarking D. Check sheets E. None of the above 3. Tabulation lists of frequency for repeated data are called A. Cost–benefit analysis B. Brainstorming C. Baseline measurements D. All of the above E. None of the above 4. What is a graph that measures deviations of processes over a period of time?

A. Baseline measurement B. Control chart C. Check sheets D. Scatter diagram E. None of the above

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5. ____________ is used to decide whether an idea or project is worthy of spending money on it.

A. Control chart B. Check sheets benchmarking C. Cost of error D. Worth estimate E. None of the above 6. A focus group is qualitative (verbal) research in which 4 to 10 people are surveyed A. To measure deviations of processes over time B. To determine the sequential steps in a process C. To clarify who does what and by when D. To get their ideas and opinion about a certain product, company, or field E. All of the above 7. A graphic account of sequential steps in a process is known as a A. Pareto chart B. Control chart C. Scatter diagram D. Gantt chart E. None of the above 8. A technique for analyzing the forces that help and hurt a decision is known as A. Cost-benefit analysis B. Force-field analysis C. Scatter diagram D. Force analysis E. None of the above 9. What is a comparison of best practice methods?

A. Fishboning B. Brainstorming C. Baseline measurements D. Benchmarking E. Check Sheets

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10. _____________ is a free-form thinking to generate ideas.

A. Focus group B. Benchmarking C. Brainstorming D. Cost–benefit analysis E. None of the above 11. ___________ is the total amount of costs associated with a customer service mistake or losing the customer.

A. Cost of error B. Cost–benefit analysis C. Cost of business D. Cost-plus E. None of the above 12. AAA rating is a diamond rating system that scores A. Hotels, restaurants, and campgrounds B. Guests who patronize fine restaurants C. Automobile associations D. Hotels, theaters, and casinos E. None of the above 13. A fishbone diagram A. Is also called a Gantt chart B. Identifies potential causes for a problem in categories C. Is also called a Root-cause analysis D. Is a system that helps to self-correct itself E. All of the Above 14. A project-planning tool that clarifies who does what and by when is called A. Gantt chart B. Flow chart diagram C. Multi-voting D. Mission chart E. None of the above

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15. Technique that prioritizes and narrows a large number of decisions to reflect the general favor of a group is called _____________ or nominal prioritization.

A. Multi-voting B. Pareto chart C. Gantt chart D. Force analysis E. Pros–cons sheet 16. A bar graph that displays frequency of time, errors, or money is a A. Poka-Yoke B. Pareto chart C. Pros–cons sheet D. Process reengineering E. None of the above 17. What system helps to self-correct itself?

A. Pros–cons sheet B. Fishbone diagram C. Process reengineering D. Cost–benefit analysis E. None of the above 18. Process reengineering is A. A project-planning tool that classifies who does what and by when B. Useful when a group must make a decision and equal input from all in necessary C. A dramatic redesign of a system, process, or business D. Also called Ishikawa diagramming E. None of the above 19. A research instrument used to target, analyze, develop, or evaluate a service system is called A. SERVQUAL B. Six Sigma C. Quality Assessment Tools and Techniques D. Root-Cause Analysis E. None of the above

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20. Evaluators who pose as customers and report findings to the management and owners are called A. Evalutrons B. Secret shoppers C. SERVQUAL D. Secretrons E. None of the above 21. Forbes is a star-rating guide rating system with these characteristics: A. Unannounced inspectors rate hotels, restaurants, and spas.

B. Ratings are based on 1 to 5 stars.

C. Over 550 standard aspects are used for its 4- to 5-star applicants.

D. All of the above are true.

E. None of the above is true.

22. A ____________ is a formal or informal poll that works well with small to large groups.

A. Benchmark B. Focus group C. Survey D. Quality assessment tool E. None of the above Short Answer Essay Questions 23. List and briefly describe the why, what, who, and how of research: 24. List and briefly describe three different external quality awards or certifications.

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Answer Key Multiple-Choice 1. D 2. B 3. E 4. B 5. E 6. D 7. E 8. B 9. D 10. C 11. A

12. A 13. D 14. A 15. A 16. B 17. E 18. C 19. C 20. B 21. D 22. C

Short Answer Essay 23. WHY: COLLECT BACKGROUND INFORMATION Collecting background information is crucial to any research. It identifies areas of concern that help to establish a starting point and build a case for the direction of future investigation. Without it, you are guessing or “shooting in the dark.”

You can begin an analysis by asking questions such as: • Are you providing wants and needs?

• What’s involved in your service?

• What is good, what is bad, and what can be changed?

• How consistent can you be?

• What are the newest trends?

WHAT: DETERMINE WHAT TO MEASURE After background information has been collected, the information must be sorted and analyzed. This is when the real direction takes place. The end product of this step is having the primary areas to measure. All suggestions should be considered in determining the primary areas. Examples of this could be: • Empowerment • Customer service • Communication • Job security • Price

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WHO: CHOOSE THE POPULATION After you know what to measure, you need to determine who, how much, or how many to measure. This may seem straightforward, but the details need to be considered and rules must be established. Something as simple as measuring the customers may become an issue: • Do you want former, current, and potential customers?

• Can you measure every customer every time?

• What if they are repeat customers?

• What if you cannot reach them or they refuse?

• What if they purchase a lot, or a little, or their transaction is voided?

HOW: CHOOSE THE METHOD AND MEASUREMENT After laying the groundwork and determining what and who to measure, the rest of the research typically follows a logical path. The “how” completes the classic research format (research is typically conducted using this method). It has six steps and will take much diligence to complete, but will likely yield superior results. i.

Choose instrument type. a. Tools b. Techniques ii. Adapt tool or technique. iii. Pilot test. a. Trial run of your experiment b. Smaller scale iv.

Revise based on results of pilot test. v. Administer experiment. vi.

Interpret data.

24. J.D. Power Award Features: Ratings of hotels, restaurants, rental car companies Input: Randomly selected customer reviews Award: Power Circles (out of 5) Difficulty: Medium Customer recognition: High Field recognition: Medium Malcolm Baldrige Quality Award Features: Award divisions for service and small business Input: Strict and lengthy application process Award: Granted or not granted Difficulty: High Customer recognition: High Field recognition: High 7

International Standards Organization (ISO) Features: Quality and standardization for many areas. ISO 9000 series features quality Input: Strict and lengthy application process Award: Certification Difficulty: High Customer recognition: Medium Field recognition: Medium Forbes—Mobil Guide Ratings Features: Ratings of hotels, restaurants, spas Input: Forbes unannounced inspectors Award: Certification of star rating: 1 to 5 Difficulty: High (for 5 stars) Customer recognition: High Field recognition: High AAA Ratings Features: Ratings of hotels, restaurants, campgrounds Input: AAA unannounced inspectors Award: Diamond rating of 1 of 5 Difficulty: High Customer recognition: High Field recognition: High

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Chapter 11: Strategic Planning for Service Test Bank Questions Multiple-Choice Questions 1. Who is commissioned with the task of achieving a desired goal?

A. Co-producer B. Champion C. Goal keeper D. Credo E. None of the above 2. The root problem or fundamental cause of why something is happening is called the A. Problem statement B. Mission C. Mission impossible D. Credo E. None of the above 3. The extent to which the customer should be involved in the process of service is known as A. Customer service B. Quality assessment tools C. Coproduction D. Continuous improvement E. None of the above 4. ____________ is a passionate label to describe what the organization stands for.

A. Mission B. Credo C. Champion D. Brand E. None of the above

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5. A science behind helping businesses transition through changes is called A. Change theory B. Credo C. Championing D. All of the above E. None of the above 6. A premise of instituting quality through a cycle of planning, monitoring, interpreting, and revising is known as A. Continuous improvement B. Champion C. Coproduction D. Quality assessment tools E. None of the above 7. ___________ is the premise of placing the guest first in all a company does.

A. Guest-first B. Direct competition C. Customer-centric D. Championing E. None of the above 8. A mission A. Is a statement that explains the purpose of your business B. Should be the origin and foundation of all other decisions for the business C. It is usually a paragraph and states the core purpose of the organization D. None of the above E. All of the above 9. Other businesses who compete for the same clientele, in the same industry, delivering similar goods and services are ___________ competition.

A. Industrial B. General C. Direct D. Indirect E. None of the above

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10. Businesses that compete for the same clientele’s time and/or dollar are ____________ competition.

A. General B. Clientele C. Indirect D. Direct E. None of the above 11. Other businesses who compete for the same clientele, delivering related, but not identical, products and services are _____________ competition.

A. Indirect B. Generic C. General D. Direct E. None of the above 12. The idea that every business has three resources with which to work and to use to their benefit is known as A. Resource analysis B. Resource viewpoint C. Human resources D. Physical resources E. All of the above 13. What is a promise of satisfaction for your products and services?

A. Service guarantee B. Credo C. 100% D. Mission E. None of the above 14. The overall mechanics of implementing actual standards in the guest service process is known as A. Action B. Strategic plan C. Service process implementation D. Mission E. None of the above

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15. What is the formula for delivering a service that defines the practical interpretation?

A. Service strategy B. Service process implementation C. Resource viewpoint D. Action plan E. None of the above 16. A silo is a metaphor used to describe A. The separate departments of an organization that work independently and fail to communicate with each other B. An efficient process where organizations communicate to solve problems C. The science behind helping businesses transition through change D. Continuous improvement E. None of the above 17. A four-part system that involves purpose, product, plan, and people is called a A. Resource viewpoint B. Silo C. Strategy D. Strategic service system E. None of the above 18. _____________ is a calculated plan to achieve a common, chosen objective.

A. Action plan B. Strategy C. SWOT D. Silo E. None of the above 19. ____________ is an analysis of an organization, containing internal and external examination.

A. SWOT analysis B. Strategy C. Strategic process D. Organizational review E. None of the above

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20. A vision is A. Used in strategic planning B. Typically inspirational and sometimes a bit lofty C. A statement, usually a sentence, or two, that explains where a business is striving to go or be in the future D. None of the above E. All of the above 21. The four parts of a strategic service system that should be included are the A. Purpose B. Product C. Plan D. People E. All of the above Short Answer Essay Questions 22. Explain why strategy is natural.

23. Explain the importance of a SWOT analysis.

24. Explain the idea of the “silo” metaphor.

Answer Key Multiple-Choice 1. B 2. A 3. C 4. B 5. A 6. A 7. C 8. E 9. C 10. A 11. A

12. B 13. A 14. C 15. A 16. A 17. D 18. B 19. A 20. E 21. E

Short Answer Essay 22. Strategy is a natural way of thinking. We are all programmed to think strategically about many things in our lives. We have a want or a need (objective and goal).

Formal or not, we perform research and decide how we will achieve it (plan). We,

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and others, agree to follow, support, and monitor the plan and direction (common, chosen).

23. A SWOT analysis is a valuable tool commonly used to establish a starting point in strategic development. It evaluates both internal and external attributes of a business and is very useful for observing the big picture also known as the macro view. It allows you to know where your company stands, where the competition stands, and how the outside variables influence your business. The letters of the SWOT stand for: strengths, weaknesses, opportunities, and threats.

24. A silo is a metaphor used to describe the separate departments of an organization that work independently and fail to communicate with each other, thus replicating processes, working inefficiently, and causing frustration.

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Chapter 12: Developing a Staff Test Bank Questions Multiple-Choice Questions 1. Nonverbal communication that gives clues to an underlying premise is called A. Unforeseen circumstances B. Body language C. Empowerment D. Hidden signal E. None of the above 2. Teams with members that typically focus on problem-specific assignments and are from different areas of organization are referred to as A. Problematic teams B. Cross-Functional teams C. Multifunctional teams D. All of the above E. None of the above 3. The most common classification uses characteristics of A. Functionality B. Purpose C. Duration D. Supervision and dependency E. All of the above 4. ____________ is a measure of the rate of employee losses and gains during a given period.

A. Churn B. Employee turnover C. Labor D. Human resources E. None of the above

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5. What is the first team stage?

A. Forming B. Performing C. Storming D. Norming E. None of the above 6. Enabling employees with the authority to make decisions in the best interest of the guests is called A. Empowerment B. Body language C. Mission D. Team work E. Trust 7. When observing your vocalization, it is important to include all of the following EXCEPT: A. Inflection B. Distance C. Timing D. Volume E. Pitch 8. Teams have offered many benefits such as A. Workload distribution B. Idea generation C. New perspectives D. Oversight for responsibility and objectivity E. All of the above 9. Most hospitality companies seek similar traits and ask themselves similar questions when hiring someone such as: A. How do they appear?

B. Do they get along with others?

C. Can they communicate?

D. Are they sensitive to others?

E. All of the above

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10. What is the last team stage?

A. Storming B. Forming C. Performing D. Norming E. None of the above

11. The following lists the most common reasons why groups fail to become highly successful: A. Communication and awareness B. Personalities and traits C. Planning and scheduling D. Past team issues E. All of the above 12. Staff who are served by other employees are called A. BOH B. Internal customers C. Crew D. Guests E. None of the above 13. _________ details what the position requires: knowledge, skills, and abilities.

A. Job specification B. Job description C. Human resources D. All of the above E. None of the above 14. Some properties refer to the customers as A. Customers B. Guests C. Ladies and gentleman D. Attendees E. All of the above

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15. A form of prioritizing your tasks is A. Up-top B. ABC C. FIFO D. JIT E. None of the above 16. Organizational culture is the personality of a business, characterized by this statement: A. It details the position’s duties and responsibilities.

B. It explains how ideas are communicated without words.

C. It is the first step in training, managing, and developing employees.

D. It helps employees recognize that they are serving those who serve the customer.

E. It can be managed while also having a life of its own.

17. ____________ is a formalized method, crucial in training to achieve consistency.

A. Vision B. Mission C. Standard operating procedure (SOP) D. Human resources E. None of the above 18. At Walt Disney World, employees are referred to as A. Staff B. Cast members C. Crew members D. Ladies and gentlemen E. None of the above 19. Synergy is A. Worth more than the sum of its parts B. Not seen in silos C. The idea that members of teams are more productive than as individuals D. All of the above E. None of the above Short Answer Essay Questions 20. Describe the similar traits and qualities that hospitality companies seek when hiring someone.

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21. Explain how to calculate employee turnover.

22. List and briefly describe the four popular team stages.

Answer Key Multiple-Choice 1. B 2. B 3. E 4. B 5. A 6. A 7. B 8. E 9. E 10. C

11. E 12. B 13. A 14. E 15. B 16. E 17. C 18. B 19. D

Short Answer Essay 20. Most hospitality companies seek similar traits and ask themselves similar questions when hiring someone: • How do they appear?

• Do they get along with others?

• Can they communicate?

• Are they sensitive to others?

• Can they foster customer relationships?

• Do they know and understand your business and your customers even if they’re not from the same background?

Successful hospitality professionals share certain common qualities: • Have a genuine desire to please others; find reward in a job well done • Are motivated from within—an energetic personality • Bring a positive attitude to work, leaving personal issues behind • Able to adapt to situations, but are consistent in performance • Able to anticipate needs and demands before they occur • Feel a duty of loyalty to the company • Are sensitive and consider the needs of others • Are sincere • Have knowledge of procedures, and products (which is different from rules that can or cannot be broken) • Have a thirst for continuous learning 5

• Have knowledge of themselves • Have pride in themselves • Have knowledge of standards of excellence, what to strive for • Have positive habits • Have great listening skills • Have great communication skills 21. To calculate employee turnover: • First, determine the period of time to be used (month, quarter, or year).

• Determine the number of the separations (number of employees that have left and been replaced). Each full-time employee counts as 1. Adjust accordingly for part-time employees who will equal a fraction relative to their hours (e.g., 2 half-time employees equal 1 full-time employee).

• Divide the number of separations by the total number of employees during that same period (again, adjust for part-time employees).

• Multiply this figure number by 100 to get a percentage. (Note: Sometimes, the calculation is simplified by only including full-time workers. It can also be calculated for management, employees, or new hires separately. You may also need to adjust for adding employees or downsizing.)

22. The four stages are as follows: i.

Forming: Familiarization, getting acquainted to leadership issues ii.

Storming: Fighting, goal/objective issues iii. Norming: Beginning to trust and form a structure iv.

Performing: Productive teamwork

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Chapter 13: Marketing and Establishing an Image for Service Test Bank Questions Multiple-Choice Questions 1. _________ is the end product of marketing. It is what your business stands for and is evident in every aspect of your business.

A. Corporate responsibility B. Marketing C. Customer intelligence D. Brand image E. None of the above 2. When customers leave for reasons beyond the control of the business, businesses experience A. Expected customer turnover B. Customer intelligence C. Unexpected turnover D. All of the above E. None of the above 3. Typically used by hotels, fam trips are A. Short for family trips B. Invited, all-expense paid trips given to people who will purchase or influence the purchase of future sales C. Opinions expressed by the general public about the hotel D. Presentations of a timeshare opportunity in exchange for a free night’s lodging at a nearby hotel E. None of the above 4. The first step in marketing for quality service is A. Establishment of a Marketing Plan.

B. Analysis and Identification of Needs.

C. Implementation of Controls to Position.

D. Follow-up—Service after the Sale.

E. None of the above

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5. ___________ is the process of gathering information regarding your customers— including history of use, demographics, and psychographics—in an effort to understand former, future, and current customers.

A. Customer surveys B. Customer intelligence C. Reputation management D. Customer knowledge E. None of the above 6. Common divisions of the U.S. market (Baby Boomers, Xers, Ys, and Zs) are called A. Marketing B. Segments C. Generations D. Sementaries E. None of the above 7. The idea of conveying information to employees regarding the company to them, as well as publicizing their accomplishments, is called A. Marketing B. Internal marketing C. Reputation management D. Customer intelligence E. None of the above 8. Reputation management is part of the promotional mix characterized by A. Monitoring and consistently improving or maintaining your assessment among the public B. Surveys C. Entire brand management D. Monitoring and consistently improving or maintaining your assessment among outside constituencies E. All of the above 9. Word of mouth is part of the promotional mix characterized by A. Moderate to weak influence on customers B. Its ability to control the message C. Graphs that make it easy to quantify results D. Opinionated comments from the general public about your business E. All of the above 2

10. _____________ is the process of dividing the market into groups. This is typically done demographically; however, numerous other ways exist.

A. Relationship marketing B. Internal marketing C. Market segmentation D. Marketing E. Brand management 11. Marketing is the coordination of the exchange of goods and service in an effort to.

A. Fulfill the wants and needs of the customers B. Take advantage of spontaneous events that are helpful for the brand C. Focus on active advertising, as opposed to passive advertising D. Begin with a brand image and work toward the end product of website development E. All of the above 12. The process of fostering and cultivating a long-lasting relationship with your current customers is called _____________. It can be in person or through the use of electronic media.

A. Internal marketing B. Market segmentation C. Marketing D. Brand management E. Relationship marketing 13. Which is NOT included in the 4 Ps? A. Place B. Promotion C. Product D. Pride E. Price 14. The idea that a company upholds values and ethical standards to be a good steward to its community and environment is called A. Corporate responsibility B. Brand image C. Citizenship D. Earth-friendly E. All of the above

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15. The last step in marketing for quality service is A. Establishment of a Marketing Plan.

B. Analysis and Identification of Needs.

C. Implementation of Controls to Position.

D. Follow-up—Service after the Sale.

E. None of the above True or False Questions 16. Market segmentation is the process of dividing the market into groups, typically based on demographics.

17. Generation Xers are the first generation that does not know how to cook.

18. People are sometimes called the fifth P, although purists argue that people would fit under another of the Ps. Short Answer Essay Questions 19. What is corporate responsibility?

20. List and four main generations in the United States. Give years and approximate size of each group if possible.

Answer Key Multiple-Choice 1. D 2. A 3. B 4. B 5. B 6. C 7. B 8. E

9. D 10. C 11. A 12. E 13. D 14. A 15. D

True or False 16. T 17. F 18. T Short Answer Essay 19. Corporate responsibility is the idea that a company upholds values and ethical standards to be a good steward to its community and environment. It is a form of self-policing that ensures proper conduct of actions.

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20. Generations are a common way to segment the U.S. market. People are divided according to the year they were born.

• Baby Boomers, 1946–1964, 77 million • Generation X, 1965–1974, 45 million • Generation Y (also known as echo boomers), 1977–1994, 72 million • Generation Z (also known as Millennials), 1995–present

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