Posted on February 22, 2024March 30, 2024 by Seyar YasinTourism and Hotel Management Model Exit Exam 2016 49 123456789101112131415161718192021222324252627282930313233343536373839404142434445464748495051525354555657585960616263646566676869707172737475767778798081828384858687888990919293949596979899100 Created by Seyar Yasin Tourism and Hotel Management Model Exit Exam 2016 Choose the Best Answer Name of StudentID NumberModality (egular, Extention or Weekend) 1 / 100 The followings are Benefit of accurate Sales Forecasts is, except Assure Accurate revenue estimates Previously Recorded number of a particular menu items served Improved ability to predict expenses Greater efficiency in scheduling needed workers and production 2 / 100 Which of the following doesn’t belong on the list of characteristics of hotel businesses? The hotel business is Perishable Employees in the hotel industry are frequently required to put in long hours A sizable percentage of young, female and casual staff members work in the hotel The hotel business has less competition 3 / 100 Why is delivering excellent customer service important? Because: Customer loyalty reduces great customer service. A great customer experience leads a higher chance of recommendations. Satisfied customers will spend less Customers are more Unlikely to forgive you 4 / 100 What is the purpose of answering the telephone promptly with an appropriate greeting? To show off knowledge of hotel procedures To ensure all necessary information is received by the caller To make the caller feel confident in the hotel’s efficiency To create a friendly and informal atmosphere 5 / 100 A type of tour operators who promote tours to foreign destinations is: Inbound tour operators (incoming tour operators) Outbound tour operators Domestic tour operators Ground operators/destination management companies 6 / 100 Of the following element, which one is determine the choice made by particular tourist to visit one particular destination rather than another? Accommodation Attraction Amenities Accessibility 7 / 100 The followings are Determinants of storage space and type, select the one related with shelf life of the items The size of the kitchen. Type of Menu. The length of storage The volume of business. 8 / 100 Which of the following is an example of responsible tourism behavior by a tour guide? Exploiting local communities for personal gain Disregarding local laws and regulations Educating tourists about environmental conservation Encouraging tourists to leave trash in natural areas 9 / 100 Which one of the following is false about customer service? It is about treating others as you would like to be treated yourself. An organization can supply their customer’s wants and needs. It is any contact between a customer and a company that causes merely a positive perception by a customer. It is a process for providing competitive advantage and adding benefits to maximize the total value of the customer. 10 / 100 What should a tour guide do if they encounter an emergency situation during a tour? Call emergency services and follow established procedures Blame the tourists for causing the emergency Pretend that nothing is wrong and continue with the tour itinerary Panic and abandon the tourists 11 / 100 Which type of guest is more likely to choose a hotel solely based on personal recommendations? A business person booking accommodation for a business trip A family scrutinizing hotel guides for their upcoming vacation A conference organizer making inquiries for a conference venue A tourist arriving at the airport with no previous booking 12 / 100 The followings are statements to describe the term receiving, except; Stage for purchasing items through standard recipe The act of taking possession of products stage for inspection of incoming items through specification The process of placing items into inventory, or to deploy them to end user / requester for immediate use. 13 / 100 Identify the wrong statement about the difference between goods and services in a given organization. We can produce and sell things if we have services while producing and selling experience and feelings if we have retail goods. We can produce and sell retail goods while produces when sells if we have services. We can produce retail goods away from customers while service can be produced along with customers. We can feel and touch retail goods but not the services as well. 14 / 100 Which of the following is an important aspect of providing excellent customer service as a tour guide? Being rude and dismissive towards tourists Being knowledgeable about tourist attractions Refusing to accommodate special requests from tourists Limiting interaction with tourists to avoid distractions 15 / 100 The tourism and hospitality industry should follow the following ways to create outstanding customer experience; except Make customer feels important Responding to everything in a timely fashion Generalize every target customer into one’s needs and wants Follow up with them 16 / 100 What should a tour guide do if a tourist asks a question they don’t know the answer to? Make up a believable answer to avoid embarrassment Admit they don’t know but offer to find out and follow up later Ignore the question and change the subject Pretend not to hear the question and continue speaking 17 / 100 Which of the following communication skills is essential for a tour guide? Speaking only one language fluently Using jargon and technical terms that tourist may not understand Listening actively and empathetically to tourists’ questions and concerns Avoiding eye contact with tourists to maintain professionalism 18 / 100 Which one of the following is not basic component of tourism product? Attractive Accessibility Amenities Accommodation 19 / 100 What is the significance of cultural sensitivity for tour guides? It allows tour guides to make fun of tourists from different cultures It ensures that tour guides do not have to interact with tourists from different cultures It promotes understanding and respect for diverse cultural perspectives It encourages tour guides to impose their own cultural values on tourists 20 / 100 Targeting in marketing refers to: Identifying potential customers Dividing the market into distinct groups Determining the pricing strategy Developing promotional campaigns 21 / 100 Which type of guests is not typically given credit in hotels? Guests with non-guaranteed bookings Guests ,whose accounts will be settled by their companies Guests with guaranteed bookings Guests settling their accounts by credit cards 22 / 100 Which element of the tourism marketing mix involves designing and developing the tourism product or service? Product Price Promotion Place 23 / 100 Customer service is: The provision of service to customers before a purchase. The provision of service to customers during a purchase. The provision of service to customers before, during, and after a purchase. The provision of service to customers after a purchase. 24 / 100 Which of the following is an example of sustainable tourism practice for tour guides? Encouraging tourists to litter in natural areas Promoting respect for local customs and traditions Exaggerating historical facts for entertainment purposes Ignoring regulations for protected wildlife areas 25 / 100 Which of the following is NOT a responsibility of a tour guide? Providing accurate information about attractions Ensuring the safety and well-being of tourists Selling souvenirs and merchandise Facilitating group dynamics and interactions 26 / 100 What happens to guest account payments that are deferred to a credit card or an approved billing party? They are transferred to the back office accounting system for collection They are immediately posted as payment on the guest’s account They are used to settle other outstanding guest accounts They are refunded to the guest upon departure 27 / 100 Which one of the following is true about the importance of delivering quality services in the tourism and hospitality industry? Creating good customer relation It leads to satisfied customers as well as employees Satisfied customers remain loyal to the organization All of the above 28 / 100 Which of the following is an example of ethical behavior for a tour guide? Accepting bribes from local vendors to promote their products Providing false information about attractions to increase tips Respecting the privacy and confidentiality of tourists Encouraging tourists to take unauthorized photos in restricted areas 29 / 100 Which of the following is not a file or register typically managed during the night shift? Room report VIP registers Rate Master Files Guest History in Alphabetical order 30 / 100 Suppose XY Hotel in Addis Ababa has poor customer service to the target customers, these scenarios in this hotel result in: High price competition                            Retention of good employees Customer retention                 Reduction of costs both internal and external 31 / 100 What is the role of a tour guide in managing group dynamics? Encouraging tourists to argue and disagree with each other Fostering a sense of teamwork and cooperation among tourists Ignoring conflicts and disputes within the group Dictating strict rules and regulations to control behavior 32 / 100 Which is not the basic quality of service personnel in the tourism and hospitality industry? Hang our name tag  Ladies to tie their hair in a bun into their face. Product knowledge Wear well-polished shoes 33 / 100 The main reasons for the need for ground operators in the tourist destination are; Introduction of new product or plant to promote an exotic destination. Lack of personal contact/contract Company can establish its own branch Language problem 34 / 100 How to handle Customers’ Complaints? Listen attentively to understand fully. Omit questions about what you have during misunderstanding the nature of the complaint. Hesitating to thank and apologize to the customer for the feedback and inconvenience created. Postponing and delaying the problem for the next day. 35 / 100 What is the purpose of conducting a pre-tour inspection as a tour guide? To ensure tourists are adequately prepared for the tour To identify potential hazards or safety concerns along the tour route To check the weather forecast for the day of the tour To gather information for a post-tour evaluation 36 / 100 What is the purpose of creating an event budget? To limit event attendance To allocate financial resources effectively To discourage event sponsorship To eliminate all potential risks 37 / 100 Positioning in marketing refers to: Identifying potential customers Dividing the market into distinct groups Determining the pricing strategy Creating a distinct image in the minds of customers 38 / 100 What is the significance of conducting pre-event site visits? To increase event costs To evaluate potential event venues To discourage event attendance To determine event theming 39 / 100 What should be done when a guest has a reservation for a lower category room? Ignore the guest’s reservation and provide a higher category room instead Mention the main differences and extra features of the higher category room Refuse to accommodate the guest in a higher category room Provide the guest with a room that lacks the amenities they desired 40 / 100 How should a hotel handle walk-in guests regarding upselling? Only provide details of the lower category rooms Avoid mentioning any benefits or features Immediately offer the highest category room available Provide details of both lower and higher category rooms 41 / 100 What is the primary goal of event planning? To increase event costs To limit event attendance To create memorable experiences for attendees To discourage event sponsorship 42 / 100 Which one of the following is correctly match with their type? Meskel celebration: Intangible cultural tourism resource. Harar jegol the fortified historic town: Tangible Immovable cultural tourism resource. Axum historical and archeological site: Tangible Immovable cultural tourism resource. All of the above 43 / 100 Which of the following best defines marketing in the context of tourism and hotel management? Promoting products and services Managing customer relationships Maximizing profits Conducting market research 44 / 100 To all those individuals, who have potential to undergo any tour, but they have delayed their plan due to some reasons; Potential demand Deferred demand Creative demand Future demand 45 / 100 What is the primary purpose of a tour itinerary? To outline the tour guide’s personal preferences To provide a detailed schedule of activities for tourists To determine the cost of the tour package To advertise local restaurants and shops 46 / 100 A person who is very likely to buy the product or service offered by the business Loyal customer. Potential customer New customer Internal customer 47 / 100 Market segmentation is the process of: Identifying potential customers Dividing the market into distinct groups Determining the pricing strategy Developing promotional campaigns 48 / 100 What is the main responsibility of the housekeeping department regarding in-room guest supplies? Repairing broken furniture Storing and distributing guest amenities Checking in guests at the front desk Managing hotel reservations 49 / 100 What is the purpose of creating an event proposal? To determine the date of the event To outline the details and objectives of the event To select event vendors To set event ticket prices 50 / 100 Why is it important to create a contingency plan for an event? To increase the duration of the event To address unexpected challenges or emergencies To eliminate all potential risks To reduce event costs 51 / 100 What types of travelers have their bookings usually made by companies with reduced room rates? Pleasure travelers Free independent travelers (FITs) Corporate business travelers Group inclusive tourists (GITs) 52 / 100 Typically, guest rooms with two single beds are referred to as ______? Single rooms Double rooms Twin rooms Suite rooms 53 / 100 Which one is not the basic essential element of customer/guest service standards? Customer behavior Service pledge and principals Descriptions and specifications of products and services Complaints redressing mechanisms 54 / 100 What is the purpose of creating a budget for an event? To limit the number of attendees To allocate financial resources effectively To determine the event theme To increase event revenue 55 / 100 Which one of the following is not the component of tour cost? Training cost Research and Product development Sightseeing and Activity Administrative and Investment 56 / 100 What is the purpose of a post-event evaluation? To determine the event theme To identify areas for improvement in future events To increase ticket prices for future events To select event vendors 57 / 100 One is NOT the attribute of F&B personnel’s Ability to handle only his own responsibility Positive attitude towards the customer The ability to easily get along with others The ability to sell the image of his country 58 / 100 In public areas, who is responsible for cleaning areas like lobbies, restrooms, and restaurants? Guest room attendants Engineering department Public area attendants Front office staff 59 / 100 A form of tourism focuses on exploration the study of culture and traditions of indigenous populations; Eco-Tourism Ethno-Tourism Cultural Tourism Ecological Tourism 60 / 100 One is incorrect about the advantage of French (Gueridon) service It gives personalized attention making him feel important It is so elegant and entertaining service It is so fast and simple service It generates a good income 61 / 100 What is the purpose of creating a detailed event timeline? To estimate the total cost of the event To track progress and deadlines for various tasks To select the event venue To determine the event theme 62 / 100 What are the common facilities and services provided to business travelers? Laundry/valet service and connecting rooms In-room movies and spa facilities Broadband internet service and IDD service Rollaway beds/baby cots and baby-sitting service 63 / 100 One is NOT true about the roles and responsibilities if F&B manager compiling new menus and beverage lists Develop his/her department manpower through hiring, training and firing he controlled the prevail of SOP in the department he prepares and approved the department budget 64 / 100 A type of tourism activity which takes place in a defined and limited geographical space such as hills or massifs with distinctive characteristics and attributes that are inherent to a specific landscape, topography, climate, biodiversity (flora and fauna) and local community; Eco tourism Mountain tourism Scuba diving Rural tourism 65 / 100 Which of the following is a promotional tool commonly used in event management? Event catering Event decoration Social media marketing Guest registration 66 / 100 When cleaning a guest room, what should be done with dirty linens? Wash them in the room’s sink Fold and put them back on the beds Replace them with clean linens Leave them for housekeeping to collect later 67 / 100 Which one of the following are the most basic customer requirements in the tourism and hospitality industry? Information                                     Control Understanding and empathy All of the above 68 / 100 What should front office staff do if they need to leave the phone during a conversation to retrieve information? Hang up and call back later Inform the caller of the reason/situation for leaving the phone Put the caller on hold without informing them Transfer the call to another person or department 69 / 100 Excursionist means; A person who covers a reasonably large distance within the country of his residence. A person who stays more than 24 hours in the country visited A person who stays less than 24 hours in the country visited A person who stays 1 year at least in the country visited. 70 / 100 _______refers to a kind of hotel room pricing that is based on a normal price? Rack rates Group and tour rates Special and promotional rates Package rates 71 / 100 What is the primary goal of conducting a risk assessment for an event? To eliminate all potential risks To identify potential hazards and develop mitigation strategies To increase event attendance To set event ticket prices 72 / 100 What careful considerations should be taken when designing package tours? Destination Purpose of travel Period(short/long) All of the above 73 / 100 Which of the following is NOT a factor to consider when selecting an event venue? Venue capacity Availability of parking spaces Cost of rental Location accessibility 74 / 100 One is NOT the characteristics of hospitality industry Dynamic industry An industry which have written legislation An industry which have great association with travel and tourism An industry in infant stage in developing Countries like Ethiopia 75 / 100 What is the purpose of maintaining guest history records? To track guest preferences and trends To enhance the hotel’s ability to collect outstanding account balances To ensure accurate room status information To provide personal and transactional information to the guest 76 / 100 Which one of the following is not directly linked with Cultural Tourism Resource? Tiya, Prehistoric Site. Konso Cultural Landscape. Semien Mountain National Park Rock-Hewn Churches of Lalibela 77 / 100 Which of the following is NOT a primary component of event management? Budgeting Marketing Event decoration Risk management 78 / 100 Which one is a key tourism asset? Trekking Packages Culture Hotels 79 / 100 What are the basic requirements for successful travel agency operations? Knowledge of the customs and practices of destinations dealt. Information about visa/health checks, permits and foreign currency regulations. Knowledge of arithmetic and airlines ticketing procedures and airlines schedules. All of the above 80 / 100 Which department relies on housekeeping for timely delivery of services to guests, especially during group arrivals? Food and Beverage Sales and Marketing Engineering Purchasing 81 / 100 Customer-focused strategies in tourism and hospitality industries ensure the following; except Businesses understand what customer’s value and match their quality standards with those values. Builds trust when the business regularly/consistently provides high-quality services Diminish brand loyalty in the industry Customer satisfaction 82 / 100 How does the Security department benefit from collaboration with housekeeping? Monitoring room occupancy Conducting guest check-ins Ensuring guest safety in rooms Managing hotel reservations 83 / 100 Is the type of catering which is take uphold in Off-from the premises Transportation Catering Outdoor Catering Indoor catering Club catering 84 / 100 Which service is NOT mentioned as another request from hotel guests? Repair and maintenance service Alteration & mending service In-room dining (room service) Full board meal plan 85 / 100 The main functions of the front office department in a hotel include: Reservation Reception Portering All of the Above 86 / 100 A tourist generating country is a ______ for tourism. Destination Market Spot Region 87 / 100 The following statements really tells us the main functions of travel agencies’, except; Issues tickets or travel documents Delivering room services for the gust Travel information Itinerary preparation for various tourists and types of trips. 88 / 100 What is the consequence of breakdown in communication between housekeeping and the Front Office department? Delayed room turnovers Improper linen inventory Overstaffing in housekeeping Inadequate guest amenities 89 / 100 All are important customer handling techniques; except: Identification of customer background Identification of customer needs and expectations Acting beyond professionalism Providing appropriate services 90 / 100 Which of the following is a technical consideration in event management? Event theming Selecting event catering Setting event ticket prices Choosing audiovisual equipment 91 / 100 Which of the following is an example of a marketing strategy for a tourist destination? Collaborating with local businesses for cross-promotion Offering discounted rates during off-peak seasons Developing unique travel packages All of the above 92 / 100 Which department collaborates with housekeeping to schedule maintenance during low occupancy periods? Engineering Security Human Resources Purchasing 93 / 100 From the following, one is does not belong to the category of cultural tourism resources? Traditions Historical place Mountain Cultural event 94 / 100 Hotels located near to airports are called____________? Motels Airport hotels Floating hotels Railway hotels 95 / 100 One is not the characteristics of good customer service Accepting them with warm welcoming and smiling face Giving undivided attention while they are talking Using jargon words while explaining about products Calling by his/her name with Mr. or Madam if remind the guest 96 / 100 What is a logistical consideration in event management? Event sponsorship Event catering Transportation for attendees Event theming 97 / 100 Which one is the most expensive type of tourism? Green Tourism Cruise Tourism Space Tourism Religious Tourism 98 / 100 How are rooms prioritized for cleaning by room attendants? Based on guest preferences Based on room rates Based on a random order Based on a logical sequence of priorities 99 / 100 Which of the following is NOT a common basis for market segmentation? Demographics Psychographics Geographic’s Economographics 100 / 100 Who are the concerned persons while developing a menu F&B manager, Restaurant Manager & Executive Chef F&B manager, Restaurant manager &F&B controller F&B manager, operational manager &Executive chef F&B manager, Executive chef & F&B controller Your score is LinkedIn Facebook Twitter VKontakte
