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Introduction to Management in the Hospitality Industry, 10th Edition By Clayton W. Barrows, Tom Powers, Dennis R. Reynolds
Email: richard@qwconsultancy.com
Chapter 1 Test Bank and Answers The Hospitality Industry and You Multiple Choice Choose the one best answer. 1. When we define the hospitality industry, we mean a) any operation that provides food and/or shelter to people away from home. b) any operation that entertains guests with liberality and good will. c) a “hospice” for travelers. d) all types of hotels and restaurants. 2. The notion of “liberality and good will” a) applies principally to commercial hospitality operations such as hotels and restaurants. b) can be applied to all aspects of the hospitality industry. c) has limited application in school lunch. d) is not really relevant to health care. 3. The notion of “liberality and good will” should be taken to heart by a) front line employees. b) front line employees and supervisors. c) front line employees, supervisors and managers. d) all employees, managers and owners. 4. The point of the “one industry” concept for students is that a) mastery of all elements of the industry is indicated. b) the size of the industry is encouraging because it suggests continuing growth. c) your next opportunity may come in an area of the industry in which you did not expect to work. d) the hospitality industry is part of tourism. 5. In terms of career advancement, the hospitality industry calls for a) a specialized work. b) a broadly-gauged generalist. c) a skill-centered education. d) a person with computer skills. 6. The basic work of managers in the hospitality industry calls for a) leadership, good attitude, and commitment to work. b) making the guest welcome, making the operation run correctly, and keeping control of operating costs. c) offering liberality and good will, running a tight ship, and keeping prices in line. d) being able to perform each job in the organization and make a profit.
7. Making a profit means that a) the operation always makes an excess of income over costs. b) an operation can lose money if there is a “negative” profit which is determined by debt repayment and return on investment including taxes. c) losses are covered by subsidies in institutional settings. d) in addition to recovery of costs there is enough left over to pay debts and provide a return to the owner. 8. Profit in the organization, as used in this chapter a) includes all revenue. b) can be considered to be negative, positive, or as “zero.” c) is a sign of personal greed. d) is not as important as good service to the customer in the long run. 9. According to management expert Peter Drucker, the most productive worker in today’s society is the a) knowledge worker. b) apprentice-trained worker. c) manager. d) skilled worker. 10. A knowledge worker is one who a) has extensive computer skills. b) applies ideas, information and knowledge to their work. c) has a post-secondary degree. d) has technical training and management expertise. 11. The hospitality industry is not a) service-oriented. b) one that produces a product on premise. c) one that has face-to-face dealings with guests. d) concerned with manufacturing and marketing a packaged goods product. 12. The answer below that is not cited by students as a reason for selecting a hospitality management program is: a) personal work experience. b) family background. c) enjoy working with people. d) the remuneration. 13. The outlook for employment in the hospitality industry looks as if it will be a) better than it has ever been. b) solid in most segments. c) bleak. d) about the same as it has been for the last 50 years.
14. In today’s social context, work a) is a necessary evil for survival. b) is just a job. c) produces something of value for other people. d) is a job with improved working conditions. 15. The hospitality industry offers excellent opportunities for a) those trained in the kitchen. b) those studying to be managers. c) entrepreneurs. d) people with various types of interests and capabilities. 16. The “job benefit mix” means a) the money and knowledge gained from any job. b) the compensation package (pension, health care, etc.) that are part of a job. c) the mix of financial and psychological benefits such as job security in a particular job. d) the benefit to be gained by working in a range of different jobs. 17. Profit in a business is treated in two ways a) Return on investment and return on asset. b) Dividends and tax. c) Return on investment and retained earnings. d) Gross profit and net profit. 18. Which of the statements about many part-time jobs in the hospitality industry available to students is not true: a) Most are dull and poorly paid. b) Students should select only the better paid jobs. c) These jobs are not very challenging. d) These jobs can provide skills and knowledge. 19. The concept of retained earnings as applied to work experience means a) saving a portion of your earnings for the interest it will earn. b) joining a stock-purchase plan with your company. c) accepting only a well-paid job that compensates you for your education. d) seeking learning as well as income from your job. 20. Who is responsible for what and who reports to who is an aspect of a) an empowerment organization. b) a formal organization. c) a social organization. d) a leadership organization. 21. The informal organization refers to a) a term used by some companies to describe their organization chart. b) a style of management that emphasized the use of employees’ first name. c) how formal relationships are arranged between employees in informal departments. d) the pattern of groups or cliques found within any social organization.
22. The “back of the house” of a restaurant refers to the a) entry or foyer outside the dining room. b) waiting area. c) dining room and other areas used by the guest. d) kitchen. 23. Important areas for observation in a field experience are a) formal and informal organization, physical plant, and management style. b) management training, opportunities for advancement, and customer type. c) uses of centralized systems, management by objectives, and location analysis. d) patterns in problem areas, management integrity, and the formal and informal organization. 24. Seeking work abroad in the hospitality industry a) is enhanced by having job experience. b) is relatively easy because U.S. companies operating abroad tend to hire Americans. c) does not require language skills because most tourists speak English. d) attracts many because of higher wages than at home. 25. Most personal job concerns of hospitality students include the elements of a) food preparation, service, and front desk skills. b) income, satisfaction, and professional status. c) job placement in restaurants, hotels, and institutional food service. d) job mobility, fringe benefits, and hourly wages. 26. The statement about work in the hospitality industry which is not true is: a) most students would prefer to work in a luxury hotel. b) fast tracking to the top is most likely in the QSR segment. c) institutional food service jobs have more regular hours. d) hotels and clubs offer more entry jobs than any other industry segment. 27. Some factors causing change in the hospitality industry are a) competition, service, technology, security, and diversity. b) trade barriers, sanitation, security, and internal competition. c) tourism, empowerment, sanitation, service, and prices. d) security, polarization, stagnant management, and computers. 28. The terrorist attacks in the U.S. on September 11, 2001 a) have both short-term and long-term effects on the hospitality and tourism industries. b) only affect the hospitality and tourism industries in North America. c) have not much effect in the hospitality and tourism industries. d) should be ignored by hospitality texts.
True/False 1.
The hospitality industry includes institutions that provide food and/or shelter, not just hotels and restaurants.