2-Chapter 2 Quiz [HOMP2]

The owner of the Rapids River Rafting Company wants to advertise to a broader customer base as a way to increase revenue. Employees are a little resistant to his plan. What is one way he can persuade them that this is a good idea?

Roscoe works in nursing home cafeteria. He hears from a co-worker that the housekeeping department is short staffed today. He calls the housekeeping supervisor and volunteers to help out when his shift ends in one hour. She says, “Thanks! Just walk down to our department, and we’ll teach you everything you need to know.” What is this is an example of?

What is nonvervbal communication?

You oversee the maintenance department for a condominium management company. Your staff members range in age from 19 years old to 59 years old. What is one way you can effectively manage this diversity?

What is one impact today’s global economy has had on the hospitality and tourism industry?

While traveling the east coast of the U.S., Misty and her family visit Savannah, Georgia, for the historic homes tour. They also head to St. Augustine, Florida, to see the Castillo de San Marcos National Monument. On their way back, they plan to visit Philadelphia, Pennsylvania, where Misty’s great grandfather was born and raised. What type of tourism is this?

Next month, American Cruise Lines is hosting a large tour group from Thailand. How can managers help their teams anticipate the needs of these guests?

How does the Travel Promotion Act of 2009 make it easier for international travelers to visit the United States?

You hold a meeting to introduce a new guest service program. During this meeting, managers, supervisors, and line-level employees work together to share ideas, set goals, and make decisions about how to achieve this vision. What is your leadership style?

What is one reason travelers today might have higher expectations than 20 years ago?

Jocelyne’s mother was injured in an accident and will need around-the-clock care for quite a while. Jocelyne is going to take 12 unpaid weeks off of work to help care for her mother. When she returns to work, her employer will offer her either the same job or a job that is equal to it. What equal opportunity law provides this security for Jocelyne?

Next week your hotel is expecting a tour group from India. You speak to the kitchen staff about adding biryani and dal makhani to the menu. You review Indian customs and etiquette with hotel employees. You ask the gift shop to order a few Indian news publications. How are you meeting the needs of this group?

What is one primary emphasis of an effective leader?

How has technology changed the way information is distributed in an organization?

Shawn is a reservation agent for a corporate hotel. His manager tells him that she would like the department to increase the number of guest reservations it books each week. What is one way Shawn’s manager can empower him in this situation?

What market segment is projected to grow to 33.5% by the year 2020?

What is one important verbal communication skill to remember when interacting with an international guest?

What is the American Hotel & Lodging Educational Institute?

You are sitting at your desk reviewing your past performance reviews and notes from conversations with employees and other managers. You grab a paper and pen and make a list of your strengths and weaknesses. What are you doing?

Which country brings the most visitors to the United States?

Hospitality employees face diversity with guests from the United States and countries around the world.

Although today’s global market brings many changes for leaders, the leadership theory of today is much like it was 20 years ago.

Ben’s grandfather and father both worked in the hospitality industry. Now, Ben works in the hospitality industry, too. How are the guests Ben serves likely different from the guests his grandfather and father served?

You are trying to decide which cruise line to use for your upcoming voyage. What resource is available today to help you that was not available 25 years ago?

Considering the needs of a global audience is essential to success in the hospitality and tourism industry.