Basics of Hospitality MCQs
Basics of Hospitality MCQs
Try to answer these 40+ Basics of Hospitality MCQs and check your understanding of the Basics of Hospitality subject.
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1: Something an organization does or has that makes it somehow better than its competitors in the eyes of its targeted customers,is this statement correct for _______ ?
A. Critical incident
B. Competitive advantage
C. Internal customers
D. None of these
2: Cost is the ________ burden incurred by a guest to obtain a service, including tangible quantifiable costs
A. Financial
B. Non-financial
C. Both a & b
D. None of these
3: A memorable event that deviates significantly, either positively or negatively is known as ________ .
A. Critical incident
B. Expectations
C. Guest experience
D. None of these
4: Expectations are characteristics that a guest _______ will be associated with a service experience.
A. Hopes
B. Assumes
C. Both a & b
D. None of these
5: The sum total of the experience that the guest has with the service provider on a given occasion or set of occasions is known as ______ .
A. Critical incident
B. Expectations
C. Guest experience
D. None of these
6: Guestologist is a specialist in identifying how hospitality organizations can best respond to the ________ and behaviors of their targeted guest markets.
A. Needs
B. Wants
C. Expectations
D. All of these
7: The study of guests—their wants, needs, expectations, and behaviors is known as _________ .
A. Guestology
B. Expectations
C. Guestologist
D. None of these
8: Hospitality is an industry consisting basically of organizations that offer guests courteous, professional food, drink, and lodging services .
A. True
B. False
9: Internal customers are persons or units within the organization that depend on and serve each other.
A. True
B. False
10: KSAs is an abbreviation for ________ necessary to do a job.
A. Knowledge
B. Skills
C. Abilities
D. All of these
11: Any key or crucial moment or period during a service encounter, a make-or-break moment is known as ________ .
A. Guestology
B. Expectations
C. Guestologist
D. Moment of truth
12: Service is an action or performed task that takes place by ________ between the customer or guest and representatives of the service organization.
A. Direct contact
B. Indirect contact
C. Both possible
D. None of these
13: Service delivery system involved in delivering the service to the customer.
A. True
B. False
14: The actual person-to-person interaction or series of interactions between the customer and the persons delivering the service is known as _______ .
A. Service encounter
B. Service environment
C. Service package
D. Service product
15: Service environment is the physical location and its characteristics within which the organization provides service to guests; same as service setting and servicescape.
A. True
B. False
16: Which of the correct statements about Service experience ?
A. The entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience.
B. The difference between the service that the customer expects to get and the service that the customer actually receives
C. The entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience.
D. Same as guest experience but sometimes used in service industries that do not typically refer to their customers as guests.
17: The entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience is known as ______ .
A. Service package
B. Service product
C. Service quality
D. Brand image
18: Service product is the entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience.
A. True
B. False
19: Service quality is the difference between the service that the customer expects to get and the service that the customer actually receives.
A. True
B. False
20: The physical location and its characteristics within which the organization provides service to guests is known as ________ .
A. Service package
B. Service product
C. Service quality
D. Service setting
21: Service quality _______ by all costs incurred by the guest for service
A. Divided
B. Multiple
C. Both a & b
D. None of these
22: The physical location and its characteristics within which the organization provides service to guests is known as ________ .
A. Servicescape
B. Brainstorming
C. Service package
D. Service product
23: Guestology is best described as
A. Stories from guests about how good their service was
B. An employee manual on how to treat guests
C. The study of guests, including their wants, needs, expectations and behaviors
D. Encouraging guests to tell other about their experience
24: Sally Johnson is a repeat guest at “The Smith’s,” a 4-star boutique hotel with a 5-star restaurant on premise. What is something Sally would be expecting as opposed to a first-time guest?
A. Clean surroundings
B. Fair pricing
C. Exceptional dining
D. Being greeted by name from an attendant right when she walks in
25: A guestologist is
A. A person who is a new guest in a hotel
B. A specialist in identifying how hospitality organizations can respond best to the needs, wants, expectations, and behaviors of a target guest market
C. Somebody who thinks they know a lot about the hospitality industry
D. An individual who has studied marketing patterns of a company and knows what customers like and don’t like about the company
26: One difficulty in providing service in the hospitality industry is
A. Making sure their company has the best price for the product they are selling
B. Remembering that each customer and their experiences are unique
C. Making your product tangible to only one target market
D. Spending too much money on marketing
27: What is the first step in understanding how to manage guests’ experiences?
A. Understand the guests in your target market.
B. Know the demographics of the area you are marketing to.
C. Look at what competitors in the same area are doing.
D. Look at guests’ comment cards and surveys.
28: What is a common way to think of the word “service”?
A. Giving guests what they want
B. Helping guests be happy
C. An intangible part of a transaction relationship that creates value between a provider organization and its customer, client, or guest
D. Getting paid for a job that you are doing
29: Which of the following is NOT an example of a tangible physical product?
A. The exceptional service you get at a 5-star restaurant
B. A steak with broccoli
C. A textbook
D. A guest bedroom at a hotel
30: Which is an example of a competitive advantage?
A. Personalized service
B. A clean room
C. A polite staff
D. A store brand water bottle
31: Which of the following is the basic equation of customer experience?
A. Customer experience = price + timing
B. Guest experience = Services + setting + overall opinion
C. Service delivery + product = customer satisfaction
D. Guest experience = Service product + service setting + service delivery system
32: What are the three elements hospitality organizations should focus on to improve guest experience?
A. Time, price, setting
B. Service product, service time, service delivery
C. Service product, setting, service delivery system
D. Service setting, service pricing, and delivery
33: Which of these food industries would the servicescape be most important?
A. McDonalds
B. Subway
C. Chili’s
D. Rainforest Café
34: If a guest’s expectation is not met or exceeds the hospitality organization expectation of service; what should the organization do?
A. Change their market strategy.
B. Not change anything because it is just one customer who is upset.
C. Change their target market.
D. Start from scratch and rebuild everything, even things that worked.
35: The largest challenge for the hospitality organization is
A. Figuring out their target market
B. Anticipating guest expectations as accurately as possible
C. Not doing enough marketing
D. Not knowing their competitive advantage
36: A moment of truth is best described as
A. Any key moment during a service encounter making or breaking an experience
B. The moment that something goes wrong in a service encounter
C. The moment that something goes right in a service encounter
D. When the guest leaves and tells people all the good things about the service encounter they just experienced
37: Which of the following statements is FALSE about providing hospitality to guests?
A. Every service should provide the same amount of delivery, no matter the organization.
B. Hospitality organizations should know their target market and how to market to them.
C. Hospitality organization should know their competitive advantage.
D. Most customers eating in a restaurant want to know their price point and type of expected service before they walk in.
38: ____________ is a strong motivator for contingent workers.
A. Greater interaction with permanent employees
B. Respect from permanent workers
C. The prospect of permanent employment
D. The opportunity to present at national conferences
39: About ________ percent of all new product ideas come from consumers.
A. 10
B. 28
C. 55
D. 70
40: Keeping morale high and managing conflict is part of the ________ function.
A. Organizing
B. Controlling
C. Planning
D. Motivating
41: Beer is a brewed and fermented beverage made from ________ and flavored with ________.
A. Malted barley, starchy cereals;hops
B. Grapes;fruits
C. Yeast;barley
42: Cabernet sauvignon and pinot noir are types of ________ wine.
A. White
B. Red
C. Rose
D. Zinfandel.
43: An acceptable profit margin for food in a hotel is _____ percent.
A. 20?25
B. 25?30
C. 28?32
D. 30?35
44: Deci found that extrinsic rewards can, at times, undermine a person's _______.
A. Eligibility
B. Behavior modification
C. Stock appreciation rights
D. Employee recognition programs
E. Intrinsic motivation
45: The ________ may be the most important ingredient in a restaurant's success.
A. Manager
B. Staff
C. Menu
D. Kitchen
46: The main function of a ________ is to escort guests and transport their luggage to their rooms.
A. Valet.
B. Concierge.
C. Front desk agent.
D. Bellperson.
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