TDCP-Institute of Tourism and Hotel Management Faisalabad Campus

1st Semester, 4th Batch, PGD (July23-June24) Morning

HOSPITALITY MANAGEMENT

FILL IN THE BLANKS.

1- Hospitality is the mindset which drives our behavior to make our guest delight.
2- Hospitality is the relationship between a guest and a host.
3- A hotel is an establishment that provides paid lodging on a short-term basis.
4- Boutique hotels usually have 100 rooms or less.
5- Last step in guest journey is Leave.
6- The organizational chart is typically used to illustrate the organizational structure of a
hotel.
7- The travel and tourism industry is crucial for the economy of many countries.
8- People often travel for various reasons, such as leisure, business, or education.
9- The first law of service is consistency.
10- Achieving superior service in a less-than-perfect world requires strategic planning.

11- Travelers looking to soak up local culture or explore the history of an area may choose to
stay at a heritage hotel.
12- An eco-hotel also commonly referred to as a green hotel or sustainable hotel is a type of
hotel that puts a lot of focus on operating in an environmentally-friendly and sustainable
manner.
13- Hospitality is the mindset which drives our behavior to make our guest delight.
14- Hospitality is the relationship between a guest and a host.
15- A hotel is an establishment that provides paid lodging on a short-term basis.
16- A motel, also known as a motor hotel or motor lodge.
17- Boutique hotels usually have 100 rooms or less.
18- Effective budgeting ensures that events in a hotel are financially feasible.
19- Employee training is crucial for maintaining high standards of service.
20- Security in hotels aims to protect both guests and staff.
21- Achieving superior service in a less-than-perfect world requires strategic planning.
22- A career in the hospitality industry can be advantageous due to its growth opportunities.
23- Ethics in hospitality refers to doing the right thing and acting with integrity.
24- According to Drucker, one of the basic tasks of managers is to set objectives.
25- Magic words are essential in customer interactions to show respect and politeness.
26- A counselor’s role in the hospitality industry includes providing guidance to employees.
27- Event management in hotels includes planning and executing various types of events.
28- Effective budgeting ensures that events in a hotel are financially feasible.
29- Employee training is crucial for maintaining high standards of service.
30- Security in hotels aims to protect both guests and staff.
TICK THE TRUE AND FALSE.
1- Moment of Truth is the dream of Guest. F
2- Dress to impress mean wearing clean and crisp dress T
3- Our Guests’ first impression lasts a lifetime. T
4- Hands on hip are the positive body language. F
5- Looking away is the positive body language. F
6- Hands on hip is the positive body language. F
7- Hotels and motels are the same in terms of services provided. F
8- The travel and tourism industry has no significant social impact. F
9- The government plays a role in the development of the hospitality industry. T
10- Strategic planning is essential for achieving superior service. T
11- Guest experience means making value added experience. T
12- Hands on hip is the positive body language. F
13- Dress to impress mean wearing clean and crisp dress T
14- The three P’s of customer care are proficiency, pride, and professionalism. T
15- Courtesy and etiquettes are the same concepts in hospitality. F
16- Counseling is irrelevant in the hospitality industry. F
17- Event management only involves planning weddings. F
18- Budgeting is unnecessary for event planning in hotels. F
19- Training is crucial for employee development in hospitality. T
20- Ethics and social responsibility are interchangeable terms.

21- Hotels and motels are the same in terms of services provided. False
22- The travel and tourism industry has no significant social impact. False
23- The government plays a role in the development of the hospitality industry. True
 24- Service quality is not important in the hospitality industry. False
25- Strategic planning is essential for achieving superior service. True
26- Hospitality careers offer limited job opportunities. False
27- Ethics and social responsibility are interchangeable terms. False
28- Managers in hospitality do not need to focus on vision and communication. False
29- The three P’s of customer care are proficiency, pride, and professionalism. True
30- Courtesy and etiquettes are the same concepts in hospitality. False

TICK THE RIGHT ANSWER

1- Positive body language looks like;
a. Hands on hips. c. Pursed lips. b. Negative facial expression. d. Smiley face
2-Negative body language looks like?
a. Staring c. A neutral facial expression.
b. Facing the Guest. d. Relaxed arms.
3- Customer care triangle is also called:
a- Service Marketing Triangle b- Bermuda Triangle
c- Algebra Triangle d- All options are correct
4- Customer is king means:
a. Put yourself in customer shoes. c. Give everything free
b. King should be treated inhuman manners d. No option is correct.
5- Three types of Marketing in service marketing triangle:
a- Internal b- External c- interactive d- All options
6- Hospitality Lead should have:
a- Fixed Mind set c- Growth mindset b- Unethical Mindset d. Un fixed
Mind set
7- The Three P’s of customer care are proficiency, pride, and:
a) Professionalism b) Patience c) Performance d) Politeness
8- Courtesy in hospitality involves:
a) Ignoring customers b) Using magic words c) Charging extra fees d) Reducing
staff
9- A counselor in the hospitality industry provides:
a) Legal advice b) Counseling services c) Cooking lessons d) Cleaning
services
10- Event management includes:
a) Marketing b) Event planning c) Security services d) All of the
above

Customer care triangle is also called

a- Service Marketing Triangle b- Bermuda Triangle
c- Algebra Triangle d- All options are correct
2- Hospitality Lead should have:
a- Fixed Mind set b- Growth mindset c- Engineering Mindset d- Unfixed
Mindset
4- Magic Words can be used:
a- Every Situation b-During Customer Anger c- Can be used on and off d- During
conflict
5- What are the Counseling Steps?
a- State the Problem b- Describe the Problem. c-Listen d- All of
above
6- Positive body language look like;
a- Hands on hips b- Pursed lips c- Negative facial expression. d- Smiley face
7- Negative body language look like?
a- Staring b- A neutral facial expression c- Facing the Guest d- Relaxed
arms
8- Elements of customer care triangle:
a- Customers b- Employee c- System d- All of above
9- Customer is king mean:
a- Put yourself in customer shoes b- Give everything free
c- King should be treated inhuman manners d- No option is correct.
10- Three types of Marketing in service marketing triangle;
a- Internal b- External c- interactive d- All options
1. Which of the following is NOT a type of hotel?
a) Resort b) Motel c) Bungalow d) Boutique Hotel
2. The travel and tourism industry significantly impacts:
a) Agriculture b) Manufacturing c) Economy d) Fishing
3. Which law of service emphasizes the importance of reliability?
a) First Law b) Second Law c) Third Law d) Fourth Law
4. Strategic service vision involves:
a) Hiring more staff b) Targeting a market segment c) Increasing prices d) Reducing
services
5. Career options in hospitality include:
a) Lodging b) Food service c) Clubs & Cruise lines d) All of the
above
6. Social responsibility in hospitality means:
a) Maximizing profits b) Serving the community
c) Ignoring environmental concerns d) Reducing employee benefits
7. One of the basic tasks of successful leaders is:
a) Increasing sales b) Vision through attention c) Cutting costs d) Avoiding
risks
8. The three P’s of customer care are proficiency, pride, and:
a) Professionalism b) Patience c) Performance d) Politeness
9. Courtesy in hospitality involves:
a) Ignoring customers b) Using magic words c) Charging extra fees d)
Reducing staff
10. A counselor in the hospitality industry provides:
a) Legal advice b) Counseling services c) Cooking lessons d) Cleaning
services

Q4: Explain Gold standards of hospitality culture?

Q5: What is difference between hotels and motels. Write down all types of hotels.
Q6: What is counseling? Explain its steps and also write down its types.
Q7: What do you know about corporate social responsibility? Explain difference between
business
ethics and social responsibility?
Q8: What is Hospitality? Write 4 advantages and disadvantages of hospitality industry?
Q9: Write down about positive and negative body language and how it impacts on customer
experience?
Q4: Write down types of hotels and also mention difference between hotel and motels.
Q5: What is counseling. Explain its steps and also write down its types.
Q6: Write down about positive and negative body language and how it impacts on customer
experience?
Q7: What do you know about Ethics? Elaborate corporate social responsibility?
Q8: What is guest journey. Explain all steps.
Q9: What is travel and tourism industry? Write down its importance in detail.
Q4: Why and where people travel? Discuss in detail.
Q5: What is Hospitality Industry? What are advantages of career in hospitality industry?
Q6: What do you know about Ethics? Elaborate corporate social responsibility?
Q7: What is counseling? Explain its steps and also write down its types.
Q8: Explain Gold standards of hospitality culture?
Q9: Write down types of hotels and also mention difference between hotel and motels.