Test Bank Introduction to Hospitality 7th Edition by John R. Walker A=

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MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1 ) One of the most important in-room amenities that enables guest satisfaction is 1 ) A ) air conditioning B ) internet C ) remote control D ) mini-bar E ) T V Answer: B
2 ) Since its introduction, the pineapple has been internationally recognized as 2 ) A ) a widely used vegetable in the southwest B ) non-nutritional C ) a symbol of danger D ) a symbol of hospitality Answer: D
3 ) Key to being successful in the hospitality industry is 3 ) A ) knowing how to cook B ) being service oriented C ) bartending skills D ) waiting tables Answer: B
4 ) Intangible means 4 ) A ) A souvenir purchased as a gift B ) Something the guest uses but does not possess C ) assets of the business D ) physical property Answer: B
5 ) In the hospitality industry the concept of perishability means 5 ) A ) an unsold airline seat, hotel room or empty restaurant table B ) it cannot be measured C ) spoiled food that must be discarded D ) it is intangible Answer: A
6 ) Inseparability refers to 6 ) A ) the fact that production and consumption occur simultaneously B ) hospitality products are tangible C ) hospitality products being inherently heterogeneous D ) the fact that production and consumption occur independently Answer: A
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7 ) Each of the following is a characteristic of the Hospitality Industry EXCEPT: 7 ) A ) characterized by shift work B ) no such thing as business hours C ) product is intangible and perishable D ) the service product and the guest are separate Answer: D
8 ) Guest calls for reservations and a guest welcome are both examples of what? 8 ) A ) Moments of Reason B ) Moments of Fact C ) Moments of Reality D ) Moments of Truth Answer: D
9 ) Anyone who receives or benefits from the output of someone's work is 9 ) A ) a vendor B ) a guest C ) an employee D ) internal guest Answer: B
10) Internal customers are 10) A ) the employees B ) hotel guests C ) restaurant dining room customers D ) loyal customers who return often Answer: A
11) Quality guest service requires that we 11) A ) increase service advertising B ) Focus on food quality C ) prioritize our profit motive D ) understand our guest's needs Answer: D