Deca Hotel and Lodging Management Series 2025

What process do businesses use to prevent defective products from being created?

Quality assurance

What is the first step in completing a job application?

Reading the entire form to follow directions

What do consumers of hospitality products expect businesses to provide?

Goods and services that are safe and clean

What is the best way for an employee to obtain product specifications for office equipment?

Contact the vendor directly

What type of inventory should businesses have to meet a sudden increase in demand?

Buffer inventory

What component of a formal report provides an overview for an audience with limited time?

Executive summary

What should you do first before building a media presentation?

Create a storyboard

What type of information do employees extract from an internal business report?

New personnel regulations

What is an example of using social media to enhance a customer's post-sale experience?

Responding to negative and positive online reviews

What is a benefit of accepting credit card payments?

Improved cash flow

What are farms, mines, and lumber companies examples of?

Raw-goods producers

What strategy can help ensure consistent service in hospitality and tourism?

Training employees in company procedures

What is an individual influence on buying behavior?

Age

What negative outcome can result from a pizza chain's 30-minute delivery guarantee?

Increased business risk

What aspect of the project is Madison monitoring when realizing the need for an additional brochure?

Scope

In which management function can Colleen best use her motivational skills?

Directing

What is the purpose of offering half-off appetizers during peak hours?

Manage customer experience during peaks in demand

What is the term usually associated with a(n) hourly workforce?

Wage

What is a common challenge with unstructured business data?

They are difficult to standardize

How can employees demonstrate a customer-service mindset?

Make eye contact

What is the example of product bundling in insurance?

Offering a discount for purchasing both homeowners and auto policies

Why must a business be careful about eliminating products?

To prevent damaging the company's image

What is an example of a positive moment of truth in customer service?

Showing concern for customers' lengthy wait

What must a company consider first when developing its brand promise?

Brand values

How can obedience to authority impact ethics in finance?

It can lead individuals to compromise their ethical standards.

Which job in the hospitality industry would best match Max's skills?

Adventure sales specialist

What does the front desk clerk's suggestion about The Lost Colony represent?

Hotel employee recommending local attractions.

What should Rowan include in his personal property inventory?

Receipts for purchases.

What does Renee's mistake with the invoice illustrate?

The importance of completing invoice forms with as much detail as possible.

What is often the key to successfully managing a project?

Being organized.

What item most likely requires a retailer to place a special order?

Blinds for a nonstandard-size window.

What is a benefit of customer relationship management?

The opportunity to create targeted marketing campaigns.

Which form of segmentation focuses on customers' lifestyles and personalities?

Psychographic segmentation.

What does blaming others for your mistakes indicate?

You are never going to learn responsibility.

Into which GDP category does a new computer network installation fall?

Gross private domestic investment.

How can a person verify the reliability of an online article?

Comparing the information with other articles about the topic.

What security measure is often found in hotels and resorts?

Electronic key cards.

What should Ken create to link to local tourist attractions on his web page?

Hyperlinks.

What step in maintaining a positive attitude does Hannah's situation illustrate?

Surround yourself with positive people.

Why might a hotel restaurant ask for a sample of table linens?

To evaluate the product's quality.

What ethical principle does Nikolas demonstrate by completing tasks and following up?

Trustworthiness.

What is a service offered by the travel and tourism industry?

Familiarization trips.

How is Lachlan's company handling the risk of a delayed flight?

Transferring.

What types of businesses are included in the hospitality industry?

Entertainment, lodging, and food and beverage.

What is part of closing a sale?

Completing the necessary paperwork.

Which legislation are service station owners violating by fixing gasoline prices?

Sherman Antitrust Act.

What can help a company control expenses?

Follow company policies and procedures.

What is an example of promotion in the hospitality industry?

A general manager sends hotel employees an email regarding insurance policy changes.

What does a hotel advertise for guests during slow seasons?

A free breakfast buffet

What did Prem request from a company that does not typically make that product?

Special order

How can an employee show initiative during a power outage at work?

Complete tasks that don't require electricity

What trend has resulted from the desire to exceed customer expectations in hospitality?

Increased emphasis on training

Why was the bank able to seize Kevin's car?

The car had a lien

Which source of credit would best fit Mike and Sue's need for financing their first home?

Savings and loan associations

Why should hotels train their staff on using guest recovery solutions?

To empower staff members to resolve customer service complaints

What should employees do when a customer is injured in an accident at a place of business?

Determine the severity of the injury

What can the automaker conclude from the sales increase of hybrid cars?

Trends indicate an ongoing demand for more fuel-efficient vehicles

What is a best practice for implementing enterprise risk management strategies?

Defining risk philosophy

Ensuring that customer data is safe helps businesses build trust with customers. What does this imply?

It helps build trust with customers

What illustrates the concept of product in the hospitality industry?

A bed-and-breakfast advertising private hot tubs and a fireplace in each room

What should a job applicant do after preparing the final draft of a letter of application?

Proofread the letter

What is the relationship between stocks and bonds?

When stock prices rise, bond prices fall

What is the best way for a company to obtain data for a mailing list to promote specific products?

By searching its own customer database

What right do employees have regarding unions?

Form unions

What motivates people to select one lodging facility over another?

Location of the property

What is the primary purpose of conducting random product inspections in manufacturing?

Monitor quality consistency

What type of chart is best to illustrate room bookings for nine individual months?

Bar chart

What is the most serious consequence for an employee who fails to follow the business's rules of conduct?

Dismissal

What is the growing popularity of solo travel considered in the hospitality industry?

A guest trend

What are height and weight examples of?

Physical traits

What is a common result of a company cultivating good labor relations with its employees?

Motivated employees

What business policy might help build a loyal clientele?

Provide quality maintenance

What stage in a record's life cycle does Selina's action of saving client information represent?

Storing

How can a company use descriptive statistics to make business decisions?

An airline determines the average number of empty seats to know whether to cancel a flight.

When ethics are part of information management, what is more likely?

Information is better protected.

What is a benefit of ethics in information management?

Information is better protected.

What should you do when annoyed with coworkers or customers?

Treat them the way you want them to treat you.

What is a procedure a tour operator might use in emergencies?

Assist with evacuation.

How can a company best protect its social media accounts?

Changing login passwords regularly.

Why do businesses analyze marketing information in their databases?

To prepare reports.

What type of research is conducted through informal interviews?

Primary research.

What should a manufacturer focus on to reduce production costs?

Productivity.

What is one primary purpose of customs regulations?

Prevent illegal materials from exiting or entering a country.

What is the difference between a vision and a goal?

A vision is long term and broad, whereas a goal is specific and measurable.

What is essential to an ethical workplace culture?

Fairness and justice.

What should be adjusted as demand for a product changes?

Promotion.

What are guidelines for selling activities involving customer interaction called?

Service policies.

What is true regarding staff meetings?

You should contribute something to every meeting.

What does waiting to release a product until it is ready demonstrate?

Confidence in the product and its benefits.

What are three types of credit card processing fees?

Interchange, assessment, and payment processing fees.

What is likely to happen when you abide by the chain of command?

Develop strong professional relationships.

What is a primary reason employees experience burnout?

They become bored with the work.

What is the purpose of providing computer tablets in a jewelry store?

Accommodating the needs of parents.

What can employee social media use lead to?

Defamation claims and harm to organizational public relations.

What is quality assurance?

A process businesses use to prevent defective products from being created.

What is the importance of reading the entire job application form?

It helps to follow directions and complete the application accurately.

What do guests expect from hospitality products?

That they are safe and clean.

What should you do to get product specifications about equipment?

Contact the vendor directly.

What is buffer inventory?

A surplus in stock maintained for unexpected needs.

What does an executive summary provide?

An overview of the important aspects or main points of a report.