hospitality pq

8/17/2019 Hospitality Pq

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DIPLOMA IN

HOSPITALITY

MANAGEMENT

www.iqnglobal.com

PRACTICE QUESTIONS

january 2016


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Practice Questions Hospitality Management

1. Mansions provided accommodation for travellers on government business built by the ____________.

A. Romans

B. Britons

C. Greeks

D. Persians

2. The first guide books for travellers were published in ___________.

A. Greece

B. France

C. Germany

D. Australia

3. _________________in Boston was the first deluxe hotel in a city centre with inside toilets, locks on the

doors and an à la carte menu.

A. The Hamilton House

B. The Tremont House

C. The Simpson House

D. The Walton House

4. In 1890 ________________was the first entire hotel to be equipped with electric light.

A. Marbella, Spain

B. Le Grand Hotel, Paris

C.

Southampton, EnglandD. Joao Pessoa, Brazil

5. Generally, accommodation falls into two types: '___________________________'.

A. resident and non-resident

B. dining and non-dining

C. serviced and non-serviced

D. buffet and non-buffet

6. The foodservice sector is also known as '_________________________', generally consists of:

restaurants, fast-food outlets, cafeterias, public houses (pubs) and canteens.

A. non-commercial hospitality services

B. non-accommodation hospitality services

C. non-operational hospitality services

D. non-tourism hospitality services

7. Due to the growth of the service industries in recent years, ___________________in the hospitality and

catering industries has become paramount

A. learning and teaching

B.

business and servicesC. catering and event planning

D. training and education

http://www.freehotelsearch.com/international/Brazil-hotels/Joao_Pessoa-hotels.htmlhttp://www.freehotelsearch.com/international/Brazil-hotels/Joao_Pessoa-hotels.html


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8. In the United Kingdom (UK) a number of organisations provide rating systems for the hospitality industry.

This includes all EXCEPT

A. AA – Automobile Association

B. VisitEurope – National and regional tourist boards

C. Michelin – including the 'world-renowned' restaurant and chef grading

D. RAC – Royal Automobile Club

9. Gee (1994) explains that hotel grading systems are designed to fulfil a number of different needs. Which

of the following needs DOES NOT include in his explanation?

A. Standardisation

B. Finance

C. Consumer protection

D.

Revenue generation

10. PEST analysis can be performed to determine the factors that affect ___________________.

A. food industry

B. tourism industry

C. small business industry

D. any type of industry

11. Society may be divided into groups (socio-economic grouping), classified ___________________and social

characteristics.

A. by certain cultures, level of technical advancement

B. by certain jobs, level of further education,

C. by certain attitudes, level of understanding democracy

D. by certain statistics, level of earnings

12. '_______________' is where ceremonies, cultural performances and rituals 'are changed to suit the needs

and wishes of tourists'

A. Coaccomodation

B. Commondefinition

C.

Commodification

D. Commonaccomodation

13. Tourism in industry includes the following employments EXCEPT

A. Direct employment

B. Indirect employment

C. Induced employment

D. Insured employment

14.

CSR is about a business ____________to society.

A. returning money


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B. giving back

C. claiming

D. lending

15. ________________ relates to how strong a brand is in a consumer's mind, and research can be carried out

to investigate the awareness of a company's brand in consumer minds.

A. Perceived quality

B. Brand loyalty

C. Brand associations

D. Brand awareness

16. Consumers can identify with the product or service by clever branding. This can be achieved with the use

of a particular _____________________sometimes has to change to keep up with the times and changing

demographics of the market.

A. logo, image, but slogan or design

B. image, slogan or design, but logo

C. slogan or design, but logo and image

D. logo, slogan or design, but image

17. _________________ is concerned with trying to keep and retain customers, so they do not go to

competitors – 'customer defection'. Organisations may have a number of strategies they use to prevent

customers purchasing competitors' products or services.

A. Perceived quality

B.

Brand loyaltyC. Brand associations

D. Brand awareness

18. Hotels and motels are operated by individual franchisees (proprietors) paying ___________ company for

the privilege of operating under a brand name

A. bonus to the partner

B. royalties to the parent

C. credit to the sister

D. additionally to the rival

19. ___________________is when an owner or operator of an establishment employs or contracts a specialised

hospitality or food and beverage service company to manage the whole or part of the operation. This

could be done either in a hotel or in a non- commercial institution, for example a university.

A. Management employing

B. Management operating

C. Management contracting

D. Management specialising

20. ________________ is 'where two or more organisations share resources and activities'.

A. Strategic forces

B. Strategic treaties

C. Strategic alliances


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D. Strategic tourisms

21. ___________was introduced in the industry to help 'front and back office' management functions, such as:

accounting and finance, marketing, yield management, HR and procurement.

A. POS

B. ELS

C. EMS

D. PMS

22.

___________ are located front and back of house in revenue-generating departments and improve

communication, efficiency and control.

A. POS

B. ELS

C. EMS

D. PMS

23. A brand can help target different ______________of the market, many organisations use different brands

to wider their customer base.

A.

trendsB. segments

C. creativity

D. values

24. __________ computerised systems assist in reducing energy consumption in areas throughout the hotel.

A. POS

B. ELS

C. EMS

D. PMS

25. Holloway identifies 'the hotel product is made up of five characteristics'. Which of the following

characteristics was not identified by Holloway?

A. Location

B. Services

C. Accommodation

D. Price

26. _____________ were originally introduced in Europe in the 1950s.

A.

ResortsB. Restaurants

C. Hotels


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D. Motels

27. Rail catering Many large railway stations offer a number of catering outlets, generally in the form of

branded, fast food outlets, but catering is still offered on-board, usually of three types, which DOES NOT

include:

A. Tray carrier

B. Buffet bar

C. Restaurant car

D. Trolley service

28. Many budget hotels are located on major ____________.

A. crossings

B. transport routes

C. stations

D. subways

29. Some budget hotels work in collaboration with ____________for food and beverage.

A. local restaurants

B. urban restaurants

C. rural hotels

D. five-star hotels

30. ____________do not focus on customer service, and guest-staff interaction is very limited.

A.

ResortsB. Budget hotels

C. Motels

D. Small hotels

31. A __________, that is a hotel located close to a motorway used by drivers to rest between destinations,

would, in most cases, be of the same standard as a budget hotel.

A. resort

B. motel

C. restaurant

D. luxury-house

32. Automatic vending has four main categories, which DOES NOT include:

A. Beverages

B. Confectionery and snacks

C. Meals

D. Vegetables

33. Tourism can have many positive 'knock-on' effects, '_________________', meaning that 'tourist expenditure

will inject additional cash flow into the regional economy and increase regional income'.

A. the Factor Effect

B. the Multiplier Effect


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C. the Additional Tour Effect

D. the Fly Expenditure Effect

34. _____________method of food preparation is used in most small independent and high class restaurants.

A. Simple

B. Complex

C. Rational

D. Conventional

35. Guesthouses are essentially ______________which have been extended and adapted to

accommodatepaying guests, and are a significant feature in many seaside towns throughout the UK.

A.

people's homesB. public’s homes

C. public houses

D. rest houses

36. ____________tend to attract families, especially those with young children and living in cities, seeking a

new experience.

A. Farmhouses

B. Five Star Hotels

C. Urban restaurants

D.

Motels

37. To be more _____________ conscious, guidelines have been established to make the catering industry

more energy efficient and sustainable.

A. globally

B. mentally

C. operationally

D. environmentally

38. _____________ are privately-owned by individuals or companies, where the guests provide their own food

and do their own cooking.

A. Hotels and motels

B. Apartments and villas

C. Resorts and cafes

D. Restaurants and hostels

39. ______________ are sometimes are part of the hotel but on occasions, they may be the full hotel.

A. Supermotels

B. Aparthotels

C.

UrbanresortsD. Localrestaurants


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40. _____________is a very popular form of accommodation for younger persons and single travellers.

A. Rest Place

B. Youth hostel

C. Aged Home

D. Resort House

41. _______________ are privately-owned land, where tourists pay a nightly-fee to pitch their tent or

caravan, with washing and electricity sometimes provided.

A. Campsites

B. Seashores

C. Lakeside

D. Hillside

42.

Distribution systems are the methods used for accommodation operators to _______________customers.This is not to be confused with advertising.

A. communicate and reply

B. reach and secure

C. attract and select

D. target and filter

43. Which is NOT an disadvantage of distribution channels?

A. The loss of margin paid to agents through commission

B.

The loss of margin caused by charging tour operators low accommodation rates for volume businessC. Intermediaries can be closer to the end-user, taking ownership of the customer away from the

hospitality organisation

D. The lack to work with specialist intermediaries who understand the dynamics of their own markets

44. ________________is a characteristic refers to service products not being a physical product; you cannot

touch these products, as you can a car or a can of soft drink.

A. Inseparability

B. Permissibility

C. Intangibility

D. Heterogeneity

45. ___________ refers to things being 'different'.

A. Inseparability

B. Permissibility

C. Intangibility

D. Heterogeneity

46. ____________________ relates to the company's service strategy and how it satisfies customer

requirements.

The company must understand fully its customers' needs and give them what they expect; therefore, a fullunderstanding of the target segment is of great importance.

A. Service delivery and external communications gap


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B. Service quality specifications and service delivery 'service-performance gap'

C. The gap between management perception and consumer expectation

D. Management perceptions and service specification gap

47.

_________________ occurs when management understand service delivery needs, but employees are

unable or unwilling to comply.

A. Service delivery and external communications gap

B. Service quality specifications and service delivery 'service-performance gap'

C. The gap between management perception and consumer expectation

D. Management perceptions and service specification gap

48. Attributes of service quality are very important to any service provider, but most particularly to the very

____________hospitality sector.

A. non-traditional

B. competitive

C. non-competitive

D. traditional

49.

There are ________elements of TQM and all of these elements are interrelated and integral within thewhole organisation.

A. 5

B. 6

C. 7

D. 8

50. Which is NOT an element of TQM?

A. communication

B.

targets and goalsC. consultation

D. recognition reward

51. TQM allows for ______________ communication.

A. vertical and horizontal

B. commercial and non-commercial

C. formal and informal

D. organisational and non-organisational

52.

____________is a catering system based on normal preparation and cooking of food followed by rapidchilling storage in controlled low-temperature conditions above freezing point, 0-3°C (32–37°F) and

subsequently reheating immediately before consumption.


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A. Cook-store

B. Cook-chill

C. Cook-grill

D. Cook-fort

53. Hotel workforces now tend to be much more _________________due to individuals migrating and

travelling to new countries.

A. Superfluous

B. Magnanimous

C. Homogenous

D. Heterogeneous

54. Most towns and cities across the world offer a variety of eating establishments with different themes and

dishes, to satisfy the needs of an increasingly ________________population.

A. cautious and poor

B. conscious and rich

C. expert and craving

D. knowledgeable and demanding

55. Cleanliness and hygiene has three areas of concern and DOES NOT include:

A. Staff

B. Equity

C. Equipment

D.

Environment

56. __________facilities can be seen as a benefit or 'perk', and regarded as a differentiating factor among

companies wishing to attract good calibre staff.

A. Mandatory

B. Ancillary

C. Complex

D. Minimal

57. Hotels normally provide an _____________dining facility for employees free of charge usually.

A. in-house

B. in-room

C. out-room

D. out-house

58. _____________are normally big brands that have standard menus, design, name, with all the outlets very

similar in layout, and design following a particular theme.

A. Independent restaurants

B. Chain restaurants

C.

FranchisesD. Motels


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59. Definitions of the fast food industry are product-based. Which feature is excluded from it?

A. Scalability

B. Fast product finishing

C. Hand/fingers-held product

D. Low selling price

60. ________________have successfully resisted the entry of the fast food restaurant into their environment.

A. Small areas of the globe

B. Many areas in the world

C. Very few areas of the globe

D. Most areas in the world

61.

Benefits by franchisors are all BUT NOT

A. Additional growth/expansion

B. Added revenues/profits, improved return on investment, or direct financial gain

C. Larger market, more market penetration, increased market share

D. National reputation, robust control

62. Drawbacks for franchisors may be all EXCEPT

A.

Lack of controlB. Communication

C. Cost/expense involved

D. Distance and possible time difference

63. __________ catering is concerned with catering companies providing food and refreshments for

organisations which prefer to 'outsource' their catering operations, such as staff meals.

A. Operational

B. Contract

C. Outsource

D. Monitored

64. _____________ food service operation normally operates in other facilities where providing food and

beverage is not the primary mission.

A. Casual

B. Commercial

C. Non-casual

D. Non-commercial

65. The sectors that normally require 'contract catering' DOES NOT include:

A. Healthcare

B. Education


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C. Prisons

D. Clubs

66. There are three main systems in cafeteria, which DOES NOT include:

A. 'In-line'

B. 'Free-flow'

C. 'Carousel'

D. 'Shell-off'

67. Marketing mix DOES NOT include:

A. Product

B. Price

C. Place

D.

Position

Answers

1 A 26 A 51 A

2 B 27 A 52 B

3 B 28 B 53 C

4 B 29 A 54 D

5 C 30 B 55 B

6 B 31 B 56 B

7 D 32 D 57 B

8 B 33 B 58 B

9 B 34 D 59 A

10 D 35 A 60 C

11 B 36 A 61 D

12 C 37 D 62 B


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13 D 38 B 63 B

14 B 39 B 64 D

15 D 40 B 65 D

16 D 41 A 66 D

17 B 42 B 67 D

18 B 43 D

19 C 44 C

20 C 45 D

21 D 46 C

22A

47B

23 B 48 B

24 C 49 B

25 C 50 C

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