question

In the hospitality industry, marketing is

answer

Doing what it takes to satisfy the customer and the company

question

The marketing mix

answer

combines product, price, promotion, and distribution

question

A target market is

answer

A group of potential customers with similar characteristics

question

The hospitality industry involves service marketing because

answer

Intangible products are sold to the ultimate consumer

question

Hospitality marketing is one aspect of which industry sector?

answer

Travel and tourism

question

Hotels and restaurants are generally divided into which two sections?

answer

The front of the house and back of the house

question

What provides intangible products

answer

service marketing

question

Area of the hotel to which the general public or a hotel guest has access

answer

Front of the house

question

Characteristics such as age, income, gender or education level are

answer

Demographics

question

Group of people who share similar characteristics are the

answer

target market

question

The balance of products, price, promotion, and distribution is the

answer

marketing mix

question

Services or items offered to guests for convenience and comfort are

answer

amenities

question

Assisting in the design and develop of new products is

answer

product/service management

question

Offering reduced room rates in order to increase future business is an example of

answer

promotion

question

Keeping track of guests' preferences or special requests is an example of

answer

marketing-information management

question

Limited-service facilities

answer

are often the site of extended stays

question

Dramatically upgraded services and amenities

answer

are a growing trend in all forms of the hospitality industry

question

The idea of bed and breakfast inns

answer

evolved from European traditions

question

B & B's typically offer

answer

privacy, personal service, and atmosphere

question

A conference center is a

answer

complex of meeting sites, lodging, and other attractions

question

The key theme of resort marketing is

answer

marketing the experience more than the space

question

The two main divisions of the restaurant industry are

answer

table-service and quick-dining

question

The fast food business

answer

holds the largest market share of the restaurant industry

question

Travel packages include

answer

sightseeing, transportation, and accommodations

question

International tourism is growing because

answer

the world economy has been strong

question

Offer residential style units with multi room plans and kitchen facilities are

answer

extended stay facilities

question

A prearranged vacation is a

answer

travel package

question

Facility with primary features of privacy and personal space is a

answer

Bed and breakfast

question

Properties that provide a range of services, usually including a restaurant on the premises, luggage assistance, and room service are in a

answer

full service hotel

question

Living quarters owned by private persons that are rented out to the public most of the year are

answer

Condominiums

question

Most common lodging facilities found in the US are

answer

Motor inns

question

Buying a specific time period to spend at a vacation resort

answer

Timeshare

question

Airport hotels

answer

have poor services, spending thousands to repair image, and are becoming more luxurious

question

Motels

answer

were first started by farmers along busy highways and have parking near the guest's room

question

A successful conference center must have all of the following except

answer

low hotel room rates

question

The responsibilities of the human resources department in a hotel include

answer

recruiting, training, and employee compensation

question

Employee recognition

answer

is a way to build loyalty

question

A guest's account record at the front desk is called the

answer

folio

question

Which of the following is NOT the responsibility of a front desk agent

answer

carrying guest luggage to the room

question

The executive housekeeper's responsibilities include

answer

maintaining lost and found, updating front desk about status of rooms, ordering, receiving, and storing supplies

question

Which of the following is NOT the responsibility of the engineering department

answer

monitoring the amount of towels and linens necessary to the hotel

question

A multinational hotel is one that

answer

has a property in more than one country

question

In order to meet the needs of diverse cultures, hotel have

answer

established minority internships and networks, offered language classes, and used minority companies as suppliers or vendors

question

A summary of all fees charged to a rom during a guest's stay

answer

guest folio

question

Potential guest without a reservation

answer

walk-in

question

Includes benefits as well as salary

answer

compensation

question

A continual or ongoing count of products, supplies, or merchandise

answer

Perpetual inventory

question

Informing a guest of the availability of a room with better accommodations

answer

Upselling

question

Agreement a hotel will hold a specific type of room for a certain day or length of time

answer

Reservation

question

Responsible for recruiting, interviewing, hiring, training, development, compensation, benefits, supervision, employee evaluation, and separation

answer

Human resources (HR) department

question

Manages the engineering department

answer

Facilities director

question

A menu that remains the same from day to day with items listed and priced separately is referred to as

answer

a la carte

question

A guest who has not asked the hotel to hold a room until his or her arrival is a

answer

walk in

question

The employee responsible for informing the front desk about the condition and availability of guest quarters is

answer

the executive housekeeper

question

Employee recognition programs

answer

may consist of tangible or intangible rewards

question

Third parties used to make reservations on the internet

answer

Infomediaries

question

Which of the following is a traditional sales technique used by hospitality industry?

answer

Brochures, bulk distribution, and mailings

question

Customers

answer

usually prefer guaranteed reservations, have more power to negotiate hotel room prices, and expect unfailing accuracy in reservation process

question

Which of the following is not a type of room reservation?

answer

Due out

question

Important things to plan for future hospitality business are

answer

Forecasts and guest questionnaires

question

The sales staff of a hotel is responsible for selling

answer

meeting space, rooms, and recreational facilities

question

particular types of people and what they like

answer

psychographic information

question

Vacation awards are

answer

incentive travel

question

Renting multiple hotel rooms and meeting rooms

answer

group sales

question

Promotes tourism and convention

answer

Conference and Visitors Bureau (CVB)

question

Future projections

answer

Forecasts

question

Guest expected to check out today

answer

due out

question

holds the hotel room until check out the next day

answer

guaranteed reservation

question

The internet

answer

offers infomediaries to reserve hospitality and tourism services

question

The sales strategy for a hotel

answer

must forecast future trends and is the responsibility of all hotel employees

question

A customer with a guaranteed reservation

answer

Has priority over a walk in

question

Personal selling is

answer

a one-on-one presentation to encourage a customer to buy a product or service

question

The elements of the promotional mix are

answer

personal selling, sales promotion, public relations, and advertising

question

Advertising is

answer

a paid presentation, with an identifiable sponsor, for a product or service

question

The elements of a successful print advertisement are

answer

headline, copy, illustrations, and logo

question

Sales promotion is

answer

any activity other than advertising, public relations, or personal selling that works to increase sales

question

Which of the following is NOT an example of specialty advertising

answer

a billboard of a beachfront hotel

question

Hotels and other businesses in travel and tourism that team up with businesses that buy, sell, or arrange sales of products are

answer

intermediaries

question

The combination of advertising, public relations, personal selling, and sales promotion

answer

promotional mix

question

Paid presentation of a product or service with an identifiable sponsor

answer

advertising

question

Activities or events in which companies participate to promote the name of the business and to improve its image or reputation

answer

public relations

question

Computerized link between hotels and other travel and tourism related companies

answer

Global Distribution System (GDS)

question

Ways to help the customer meet needs

answer

Benefits

question

Individual, one on one effort made by a representative of a company to persuade a customer to purchase goods or services

answer

Personal selling

question

Characteristics of a product or service

answer

features

question

The system that keeps the same inventory of rooms available to anyone making a reservation, whether the reservation is through an agent, a direct call to the hotel, or the Internet, is known as a

answer

single-image inventory

question

Sponsoring a charity fun run or golf tournament is an example of

answer

public relations

question

The part of personal selling in which one sets an appointment to see a client and prepares information for that client is known as the

answer

pre-approach

question

Which of the following is NOT one of the elements of market segmentation

answer

target market

question

The largest percentage of the current US population consists of

answer

Baby Boomers

question

Teleconferencing

answer

has not noticeable affected the amount of business travel

question

Female business travelers tend t seek

answer

Security, services, and the same high level of services and respect as males

question

Leisure travel

answer

may include nearby destinations

question

Senior travelers

answer

make up a huge and growing market segment

question

Most travel agencies make their money by

answer

earning commissions on sales of tickets

question

Jet lag

answer

is caused by a disruption of the body's daily rhythms

question

Specific group of people that a business intends to reach

answer

target market

question

Information on age, gender, marital status, income, educational level, and attitudes

answer

Demographics

question

Selling goods and services to a smaller uniquely defined group of people

answer

niche marketing

question

Vacations and pleasure trips

answer

Leisure travel

question

Putting info about local history, culture restaurants, museums, and other attractions and programs on the guest room television

answer

interactive marketing

question

Provides individual service to hotel guests

answer

concierge

question

Group of people within a larger market who share one or more characteristics

answer

market segment

question

Hard adventure travel is

answer

participating in strenuous sports on vacation

question

Factors considered when setting room rates include

answer

services and amenities offered, location and property type, demand, competition, economic conditions, and business cycles

question

The breakeven point is

answer

te point at which revenue equals the cost running a business

question

The sum of opening inventory and monthly purchases minus closing inventory is called

answer

cost of sales

question

The largest airline operating expense is

answer

employee payroll`

question

Which of the following is NOT a normal function of purchasing

answer

evaluating employee effectiveness with supplies

question

A purchase order is

answer

a document requesting and agreeing to specified items and prices

question

A legal agreement to operate a business under the name of an already established business trade name or brand is

answer

a franchise

question

The term capital includes

answer

property, equipment, tools and money

question

The number of rooms sold expressed as a percentage of the amount of rooms available per month

answer

occupancy rate

question

Legal agreement to operate a business under the name of an already established business trade name or brand

answer

franchise

question

Evaluating demand and setting prices that result in maximum revenue

answer

yield management

question

Expenses that can be directly attributed to a department

answer

direct operating expenses

question

Expenses that are shared among departments

answer

indirect operating expenses

question

Selecting and obtaining goods and services from vendors

answer

purchasing

question

When two or more people own a business and share the risks, responsibilities, and profits

answer

partnership

question

When the demand is low and the rates go down as well

answer

shoulder season

question

Hoel room rates are negotiable and subject to change because

answer

room space is a perishable product

question

IN a restaurant, pre-opening specials and promotional items are

answer

indirect operating expenses shared by all departments

question

The Hubbart Formula is used to calculate

answer

average room rates

question

The industry standard for a profitable hotel occupancy rate is

answer

75%

question

Information in a guest history database typically includes a guest's

answer

room number, rates paid, dates of previous stays

question

Yield management is

answer

concerned with maximizing revenue from room sales

question

Creative hospitality marketing techniques are most effective when

answer

they result in higher occupancy rates

question

Hotels that receive high rankings

answer

establish and train consistent policies of customer service

question

A progressive approach to managing restaurants

answer

is necessary because restaurant tastes change

question

Which of the following is not a standard in the hospitality industry

answer

salaries

question

The earliest phase of a hospitality sales program is

answer

researching information about customer expectations

question

Gold standard of the hospitality industry

answer

repeat business

question

Allows hotels to keep up to date records on their guests

answer

guest history database

question

Estimated number of hotel rooms populated in the future

answer

forecast

question

Unique, flamboyant, inexpressive advertising to draw attention to a company or product

answer

guerilla marketing

question

Goals or basic expectations that a business must meet to succeed

answer

standards

question

Complimentary hotel rooms given for renting blocks of rooms or as promotions

answer

non-revenue rooms

question

An experienced room attendant trainer that is paired with a trainee to ensure that a room is cleaned properly

answer

mentor

question

Databases

answer

have made it easier to track customer history

question

Effective guest service

answer

requires employee training

question

Giving employees the authority to immediately solve a guest's problem or complaint is known as

answer

empowerment

question

The combination of related services into a single priced product is

answer

packaging

question

In some hotels, the duties of a concierge may be handled by

answer

front desk personnel and bell staff

question

One of the most important attributes of a company is

answer

positive reputation

question

Employee uniforms

answer

create a sense of order and attentiveness

question

what a business does to eliminate or at least decrease risk is known as

answer

risk management

question

A contract between a business and a company to pay for certain business losses is known as

answer

an insurance policy

question

Deciding what products to sell and what services are necessary to sell those products is known as

answer

product planning

question

All of the different products offered by a restaurant are known as

answer

product mix

question

Combination of special activities events, or programs designed to appeal to customers' interests

answer

programming

question

Deciding what products to sell and what services are necessary to sell those products

answer

product planning

question

The American Automobile Association uses what symbol to rate the quality of hotels

answer

diamonds

question

Demographic trends that affect consumer food and restaurant choices are

answer

less food preparation time, interest in healthy cuisine, and well traveled population wtih diverse food interests

question

Travel agents

answer

earn commissions on reservations they make

question

Tour operators

answer

often create their own products

question

The main difference between Travelocity.com and Priceline.com is

answer

Priceline allows consumers to negotiate prices

question

A cookie is a

answer

planted file that returns data about the user to a web site

question

ONe effective way to distribute info on a web site is through

answer

a frequently asked questions (FAQ) page

question

Visits to a web site as recorded by a counter

answer

hits

question

A company that creates and markets tours through travel agents

answer

travel wholesaler

question

Amount of change in consumer demand when prices change

answer

price elasticity

question

Percentage of sales revenue earned by a travel agent for all hospitality and travel sales booked

answer

commission

question

Web site that uses technology to prevent date from being intercepted

answer

secure server

question

Hotels that dedicate marketing personnel to meet customer needs are called

answer

customer-centric

question

Traditional travel agencies

answer

earn commission on sales, provide personal service, and have been challenged by intermediaries

question

Hotels want to be included in the database of intermediaries because

answer

they can reach more potential customers

Hospitality and Marketing – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards