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Hospitality Industry Basics Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. How can high-quality service BEST be rewarded from the position of the company?

Question 2 2. Customer service and guest satisfaction impact a company's _____.

Question 3 3. Technology is changing how we do business. In the hospitality industry, training on the use and implementation of new tools can help organizations and their staff _____, thus increasing the capacity of the staff to provide great service.

Question 4 4. What is another name for the hospitality industry?

Question 5 5. _____ is a measure and term used to identify how happy a guest was with their experience.

Page 2

Question 6 6. Which of the following is the BEST definition for training in the hospitality industry?

Question 7 7. How should the amount of new training differ between new and seasoned staff?

Question 8 8. Which of the following is NOT a challenge that the hospitality industry faces?

Question 9 9. Which is an example of changes in technology that affect the hospitality industry?

Question 10 10. Which is an example of the challenge facing hospitality industry regarding changes in their customer base?

Page 3

Question 11 11. Why is it important in the hospitality industry to always provide high-quality customer service?

Question 12 12. Why is training important for success in the hospitality industry?

Question 13 13. Why is there an increased relevance of the quality of customer service?

Question 14 14. Which of the following is the BEST example of how to effectively deal with a customer when something goes wrong with their service experience?

Question 15 15. How do political tensions present challenges for the hospitality industry?

Hospitality Industry Basics Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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