International

Qualifications
Network
Certified Global
Hospitality Manager
Practice Questions
1.

Mansions provided accommodation for travellers on government business built by the ____________.


A.

Romans

B.

Britons

C.

Greeks

D.

Persians



2.

The first guide books

for travellers were published in

___________.


A.

Greece

B.

France

C.

Germany

D.

Australia



3.

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


A.

The Hamilton House

B.

The Tremont House

C.

The Simpson House

D.

The Walton House



4.

In 1890 ________________was the first entire hotel to be equipped with electric light.


A.

Marbella, Spain

B.

Le Grand Hotel, Paris

C.

Southampton, England

D.

Joao Pessoa, Brazil



5.

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


A.

resident and non-resident

B.

dining and non-dining

C.

serviced and non-serviced

D.

buffet and non-buffet



6.

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

restaurants, fast-food outlets, cafeterias, public houses (pubs) and canteens.


A.

non-commercial hospitality services

B.

non-accommodation hospitality services

C.

non-operational hospitality services

D.

non-tourism hospitality services



7.

Due to the growth of the service industries in recent years, ___________________in the hospitality and
catering industries has become paramount


A.

learning and teaching

B.

business and services

C.

catering and event planning

D.

training and education



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

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


9. 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. Standardisation
B. Finance
C. Consumer protection
D. Revenue generation


10. PEST analysis can be performed to determine the factors that affect ___________________.

A. food industry
B. tourism industry
C. small business industry
D. any type of industry


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

A. by certain cultures, level of technical advancement
B. by certain jobs, level of further education,
C. by certain attitudes, level of understanding democracy
D. by certain statistics, level of earnings


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

A. Coaccomodation
B. Commondefinition
C. Commodification
D. Commonaccomodation


13. Tourism in industry includes the following employments EXCEPT

A. Direct employment
B. Indirect employment
C. Induced employment
D. Insured employment


14. CSR is about a business ____________to society.

A. returning money
B. giving back
C. claiming
D. 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. Perceived quality
B. Brand loyalty
C. Brand associations
D. 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. logo, image, but slogan or design
B. image, slogan or design, but logo
C. slogan or design, but logo and image
D. 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. Perceived quality
B. Brand loyalty
C. Brand associations
D. Brand awareness

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

A. bonus to the partner
B. royalties to the parent
C. credit to the sister
D. 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. Management employing
B. Management operating
C. Management contracting
D. Management specialising


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

A. Strategic forces
B. Strategic treaties
C. Strategic alliances
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. POS
B. ELS
C. EMS
D. PMS


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

A. POS
B. ELS
C. EMS
D. PMS


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

A. trends
B. segments
C. creativity
D. values


24. __________ computerised systems assist in reducing energy consumption in areas throughout the hotel.

A. POS
B. ELS
C. EMS
D. PMS


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

A. Location
B. Services
C. Accommodation
D. Price


26. _____________ were originally introduced in Europe in the 1950s.
A. Resorts
B. Restaurants
C. Hotels
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. crossings
B. transport routes
C. stations
D. subways


29. Some budget hotels work in collaboration with ____________for food and beverage.

A. local restaurants
B. urban restaurants
C. rural hotels
D. five-star hotels


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

A. Resorts
B. Budget hotels
C. Motels
D. 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. resort
B. motel
C. restaurant
D. luxury-house


32. Automatic vending has four main categories, which DOES NOT include:

A. Beverages
B. Confectionery and snacks
C. Meals
D. 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. the Factor Effect
B. the Multiplier Effect
C. the Additional Tour Effect
D. 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. people's homes
B. publics homes
C. public houses
D. rest houses


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

A. Farmhouses
B. Five Star Hotels
C. Urban restaurants
D. Motels


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

A. globally
B. mentally
C. operationally
D. environmentally


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

A. Hotels and motels
B. Apartments and villas
C. Resorts and cafes
D. Restaurants and hostels


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

A. Supermotels
B. Aparthotels
C. Urbanresorts
D. Localrestaurants


40. _____________is a very popular form of accommodation for younger persons and single travellers.

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

communicate and reply

B.

reach and secure

C.

attract and select

D.

target and filter



43.

Which is NOT an disadvantage of distribution channels?


A.

The loss of margin paid to agents through

commission

B.

The loss of margin caused by charging tour

operators low accommodation rates for volume

business

C.

Intermediaries can be closer to the end-user,

taking ownership of the customer away from

the
hospitality organisation

D.

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.

Inseparability

B.

Permissibility

C.

Intangibility

D.

Heterogeneity


45.

___________ refers to things being 'different'.

A.

Inseparability

B.

Permissibility

C.

Intangibility

D.

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

B.

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

C.

The gap between management perception and consumer expectation

D.

Management perceptions and service specification gap



47.

_________________ occurs when management understand service delivery needs, but employees are
unable or unwilling to comply.


A.

Service delivery and

external communications gap

B.

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

C.

The gap between management perception and consumer expectation

D.

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. non-traditional
B. competitive
C. non-competitive
D. traditional


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

A. 5
B. 6
C. 7
D. 8


50. Which is NOT an element of TQM?

A. communication
B. targets and goals
C. consultation
D. recognition reward


51. TQM allows for ______________ communication.

A. vertical and horizontal
B. commercial and non-commercial
C. formal and informal
D. 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.

A. Cook-store
B. Cook-chill
C. Cook-grill
D. Cook-fort


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

A. Superfluous
B. Magnanimous
C. Homogenous
D. 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. cautious and poor
B. conscious and rich
C. expert and craving
D. knowledgeable and demanding

55. Cleanliness and hygiene has three areas of concern and DOES NOT include:

A. Staff
B. Equity
C. Equipment
D. 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. Mandatory
B. Ancillary
C. Complex
D. Minimal


57. Hotels normally provide an _____________dining facility for employees free of charge usually.

A. in-house
B. in-room
C. out-room
D. 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. Independent restaurants
B. Chain restaurants
C. Franchises
D. Motels


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

A. Scalability
B. Fast product finishing
C. Hand/fingers-held product
D. Low selling price


60. ________________have successfully resisted the entry of the fast food restaurant into their environment.

A. Small areas of the globe
B. Many areas in the world
C. Very few areas of the globe
D. Most areas in the world


61. Benefits by franchisors are all BUT NOT

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




62. Drawbacks for franchisors may be all EXCEPT

A. Lack of control
B. Communication
C. Cost/expense involved
D. 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. Operational
B. Contract
C. Outsource
D. Monitored


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

A. Casual
B. Commercial
C. Non-casual
D. Non-commercial


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

A. Healthcare
B. Education
C. Prisons
D. Clubs


66. There are three main systems in cafeteria, which DOES NOT include:

A. 'In-line'
B. 'Free-flow'
C. 'Carousel'
D. 'Shell-off'


67. Marketing mix DOES NOT include:

A. Product
B. Price
C. Place
D. Position







Answers

1 A 26 A 51 A
2 B 27 A 52 B
3 B 28 B 53 C
4 B 29 A 54 D
5 C 30 B 55 B
6 B 31 B 56 B
7 D 32 D 57 B
8 B 33 B 58 B
9 B 34 D 59 A
10 D 35 A 60 C
11 B 36 A 61 D
12 C 37 D 62 B
13 D 38 B 63 B
14 B 39 B 64 D
15 D 40 B 65 D
16 D 41 A 66 D
17 B 42 B 67 D
18 B 43 D
19 C 44 C
20 C 45 D
21 D 46 C
22 A 47 B
23 B 48 B
24 C 49 B
25 C 50 C