january 2016

DIPLOMA IN

HOSPITALITY
MANAGEMENT
PRACTICE QUESTIONS

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Hospitality Management

Practice Questions

1.

Mansions provided accommodation for travellers on government business built by the ____________.
A.
B.
C.
D.

2.

The first guide books for travellers were published in ___________.

A.
B.
C.
D.

3.

The Hamilton House

The Tremont House
The Simpson House
The Walton House

In 1890 ________________was the first entire hotel to be equipped with electric light.
A.
B.
C.
D.

5.

Greece
France
Germany
Australia

_________________in Boston was the first deluxe hotel in a city centre with inside toilets, locks on the
doors and an la carte menu.
A.
B.
C.
D.

4.

Romans
Britons
Greeks
Persians

Marbella, Spain
Le Grand Hotel, Paris
Southampton, England
Joao Pessoa, Brazil

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

A.
B.
C.
D.

6.

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

restaurants, fast-food outlets, cafeterias, public houses (pubs) and canteens.
A.
B.
C.
D.

7.

resident and non-resident

dining and non-dining
serviced and non-serviced
buffet and non-buffet

non-commercial hospitality services

non-accommodation hospitality services
non-operational hospitality services
non-tourism hospitality services

Due to the growth of the service industries in recent years, ___________________in the hospitality and
catering industries has become paramount
A.
B.
C.
D.

learning and teaching

business and services
catering and event planning
training and education
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Hospitality Management

Practice Questions

8.

In the United Kingdom (UK) a number of organisations provide rating systems for the hospitality industry.
This includes all EXCEPT
A.
B.
C.
D.

9.

AA Automobile Association
VisitEurope National and regional tourist boards
Michelin including the 'world-renowned' restaurant and chef grading
RAC Royal Automobile Club

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.
B.
C.
D.

Standardisation
Finance
Consumer protection
Revenue generation

10. PEST analysis can be performed to determine the factors that affect ___________________.
A.
B.
C.
D.

food industry
tourism industry
small business industry
any type of industry

11. Society may be divided into groups (socio-economic grouping), classified ___________________and social
characteristics.
A.
B.
C.
D.

by certain
by certain
by certain
by certain

cultures, level of technical advancement

jobs, level of further education,
attitudes, level of understanding democracy
statistics, level of earnings

12. '_______________' is where ceremonies, cultural performances and rituals 'are changed to suit the needs
and wishes of tourists'
A.
B.
C.
D.

Coaccomodation
Commondefinition
Commodification
Commonaccomodation

13. Tourism in industry includes the following employments EXCEPT

A.
B.
C.
D.

Direct employment
Indirect employment
Induced employment
Insured employment

14. CSR is about a business ____________to society.

A.

returning money
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Hospitality Management

Practice Questions

B.
C.
D.

giving back
claiming
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.
B.
C.
D.

Perceived quality
Brand loyalty
Brand associations
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.
B.
C.
D.

logo, image, but slogan or design

image, slogan or design, but logo
slogan or design, but logo and image
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.
B.
C.
D.

Perceived quality
Brand loyalty
Brand associations
Brand awareness

18. Hotels and motels are operated by individual franchisees (proprietors) paying ___________ company for
the privilege of operating under a brand name
A.
B.
C.
D.

bonus to the partner

royalties to the parent
credit to the sister
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.
B.
C.
D.

Management
Management
Management
Management

employing
operating
contracting
specialising

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

Strategic forces
Strategic treaties
Strategic alliances
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Hospitality Management

Practice Questions

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.
B.
C.
D.

POS
ELS
EMS
PMS

22. ___________ are located front and back of house in revenue-generating departments and improve
communication, efficiency and control.
A.
B.
C.
D.

POS
ELS
EMS
PMS

23. A brand can help target different ______________of the market, many organisations use different brands
to wider their customer base.
A.
B.
C.
D.

trends
segments
creativity
values

24. __________ computerised systems assist in reducing energy consumption in areas throughout the hotel.
A.
B.
C.
D.

POS
ELS
EMS
PMS

25. Holloway identifies 'the hotel product is made up of five characteristics'. Which of the following
characteristics was not identified by Holloway?
A.
B.
C.
D.

Location
Services
Accommodation
Price

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

A.
B.
C.

Resorts
Restaurants
Hotels
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Practice Questions

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.
B.
C.
D.

crossings
transport routes
stations
subways

29. Some budget hotels work in collaboration with ____________for food and beverage.
A.
B.
C.
D.

local restaurants
urban restaurants
rural hotels
five-star hotels

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

Resorts
Budget hotels
Motels
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.
B.
C.
D.

resort
motel
restaurant
luxury-house

32. Automatic vending has four main categories, which DOES NOT include:
A.
B.
C.
D.

Beverages
Confectionery and snacks
Meals
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.
B.

the Factor Effect

the Multiplier Effect
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Practice Questions

C.
D.

the Additional Tour Effect

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.
B.
C.
D.

people's homes
publics homes
public houses
rest houses

36. ____________tend to attract families, especially those with young children and living in cities, seeking a
new experience.
A.
B.
C.
D.

Farmhouses
Five Star Hotels
Urban restaurants
Motels

37. To be more _____________ conscious, guidelines have been established to make the catering industry
more energy efficient and sustainable.
A.
B.
C.
D.

globally
mentally
operationally
environmentally

38. _____________ are privately-owned by individuals or companies, where the guests provide their own food
and do their own cooking.
A.
B.
C.
D.

Hotels and motels

Apartments and villas
Resorts and cafes
Restaurants and hostels

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

Supermotels
Aparthotels
Urbanresorts
Localrestaurants

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Hospitality Management

Practice Questions

40. _____________is a very popular form of accommodation for younger persons and single travellers.
A.
B.
C.
D.

Rest Place
Youth hostel
Aged Home
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.
B.
C.
D.

communicate and reply

reach and secure
attract and select
target and filter

43. Which is NOT an disadvantage of distribution channels?

A.
B.
C.
D.

The loss of margin paid to agents through commission

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

Inseparability
Permissibility
Intangibility
Heterogeneity

45. ___________ refers to things being 'different'.

A.
B.
C.
D.

Inseparability
Permissibility
Intangibility
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 full
understanding of the target segment is of great importance.
A.

Service delivery and external communications gap

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Hospitality Management

Practice Questions

B.
C.
D.

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

The gap between management perception and consumer expectation
Management perceptions and service specification gap

47. _________________ occurs when management understand service delivery needs, but employees are
unable or unwilling to comply.
A.
B.
C.
D.

Service delivery and external communications gap

Service quality specifications and service delivery 'service-performance gap'
The gap between management perception and consumer expectation
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.
B.
C.
D.

non-traditional
competitive
non-competitive
traditional

49. There are ________elements of TQM and all of these elements are interrelated and integral within the
whole organisation.
A.
B.
C.
D.

5
6
7
8

50. Which is NOT an element of TQM?

A.
B.
C.
D.

communication
targets and goals
consultation
recognition reward

51. TQM allows for ______________ communication.

A.
B.
C.
D.

vertical and horizontal

commercial and non-commercial
formal and informal
organisational and non-organisational

52. ____________is a catering system based on normal preparation and cooking of food followed by rapid
chilling storage in controlled low-temperature conditions above freezing point, 0-3C (3237F) and
subsequently reheating immediately before consumption.
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Practice Questions

A.
B.
C.
D.

Cook-store
Cook-chill
Cook-grill
Cook-fort

53. Hotel workforces now tend to be much more _________________due to individuals migrating and
travelling to new countries.
A.
B.
C.
D.

Superfluous
Magnanimous
Homogenous
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.
B.
C.
D.

cautious and poor

conscious and rich
expert and craving
knowledgeable and demanding

55. Cleanliness and hygiene has three areas of concern and DOES NOT include:
A.
B.
C.
D.

Staff
Equity
Equipment
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.
B.
C.
D.

Mandatory
Ancillary
Complex
Minimal

57. Hotels normally provide an _____________dining facility for employees free of charge usually.
A.
B.
C.
D.

in-house
in-room
out-room
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.
B.
C.
D.

Independent restaurants
Chain restaurants
Franchises
Motels

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Hospitality Management

Practice Questions

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

Scalability
Fast product finishing
Hand/fingers-held product
Low selling price

60. ________________have successfully resisted the entry of the fast food restaurant into their environment.
A.
B.
C.
D.

Small areas of the globe

Many areas in the world
Very few areas of the globe
Most areas in the world

61. Benefits by franchisors are all BUT NOT

A.
B.
C.
D.

Additional growth/expansion
Added revenues/profits, improved return on investment, or direct financial gain
Larger market, more market penetration, increased market share
National reputation, robust control

62. Drawbacks for franchisors may be all EXCEPT

A.
B.
C.
D.

Lack of control
Communication
Cost/expense involved
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.
B.
C.
D.

Operational
Contract
Outsource
Monitored

64. _____________ food service operation normally operates in other facilities where providing food and
beverage is not the primary mission.
A.
B.
C.
D.

Casual
Commercial
Non-casual
Non-commercial

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

Healthcare
Education
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Practice Questions

C.
D.

Prisons
Clubs

66. There are three main systems in cafeteria, which DOES NOT include:
A.
B.
C.
D.

'In-line'
'Free-flow'
'Carousel'
'Shell-off'

67. Marketing mix DOES NOT include:

A.
B.
C.
D.

Product
Price
Place
Position

Answers

26

51

27

52

28

53

29

54

30

55

31

56

32

57

33

58

34

59

10

35

60

11

36

61

12

37

62

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Practice Questions

13

38

63

14

39

64

15

40

65

16

41

66

17

42

67

18

43

19

44

20

45

21

46

22

47

23

48

24

49

25

50

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