NO SOAL

1 The principle of traveling for pleasure is definition of ;

a. Tourism

b. Hospitality
c. Tangible
d. Intangible
2 These below are benefit of tourism from Economy , ….
a. Open up business opportunity
b. Adding job

c. Increase foreign exchange.

d. Price of goods and services are rising,,
3 These below are the classification of tourism product, …

a. Hospitality,,
b. Business tourism
c. Leisure tourism

d. Entertainment and new leisure tourism.

4 The negative of tourism according to social culture are :
a. Degrades the culture environment,,

b. Re Preservation of culture and custom.

c. Improve people’ s intelligence
 d. Improve physical and mental health
5 These below are not category element of tourism industry :
a. Accommodation
b. Catering and restaurant services.

c. Travel agency and transportation

d. Nation and states.,,
6 An establishment that provides short – term paid lodging,
conference facilities and social function service is definition of :
a. Hotel
b. Restaurant

c. Café
d. Coffee shop
7 These below are not category of hotel facilities is :

a. Room
b. Bar and restaurant
c. Gym and SPA

d. Market,,
8 The hotel set up near railway station is call :
a. Resort hotel

b. Casino hotel
c. Urban hotel
d. Railway hotel,,
9 The hotel is located near the tourism attraction and destination
area, such as mountain hotel or by the beach hotel is named of :
 a. Resort hotel,,

b. Residential hotel
c. Motel
d. Highway hotel
10 These below are types of hotel base on the location are :
a. City hotel
b. Resort hotel

c. Highway hotel
d. All the above are correct,,
11 These below are the hotel based on the number of room , …

a. Small hotel
b. Medium hotel
c. Deluxe hotel

d. Casino hotel.,,
12 The hotel set up near by the airport, they have transit guest who
stay between the flight , is call :

a. Airport hotel,,
b. Mountain hotel
c. Residential hotel

d. Resort hotel
13 Two adjacent room with a connecting door that is located on the
dividing wall between the two room is call :

a. Connecting room,,,
b. Adjacent room
 c. Cabana room

d. Inside room.
14 One room has two single beds for two people is call ?
a. Twin bed room,,

b. Single bed room

c. Double – double bed room
d. All the above is correct
15 The hotel provides good accommodation and more fully equipped
bed rooms , each with a telephone and private bathroom are
classified into the category of… … … … ..star hotel.

a. One star,,
b. Two star
c. Four star

d. Five star
16 Any action or activity offered by one party to another, which is
essentially intangible and does not have any ownership , is
definition of ;
a. Service,,
b. Product

c. Knowledge
d. A,b,c is correct.
17 Product quality can be determined with reference to individual
factor are, .
a. Services,,
b. Flavor
 c. Safety and consistency

d. Size and time required

18 Anything that is offered to the market for attention, purchase , use
and that can satisfy consumer wants or need , is definition of,

a. Product,,
b. Market
c. Service

d. Knowledge
19 The person who has responsibility to promote and sell product and
service are ;

a. All staff front line,,

b. Concierge
c. Supervisor

d. Doorman
20 The opportunity to develop of product knowledge …
a. Personal experience
b. Ridding informational brochure
c. Attend product launch
d. Sold product.,,
21 Domestic tourist is … … …

a. someone who travels outside his territory

b. a person who travels in the country where he/she resides for a

period of 24 hours and travels at least 80 km from home,,,

c. someone who lives on the move

 d. someone who travels to change places

22 Influenced by the circumstances and changes that occur in the

economic, political, social, cultural and security sector where the
hotel is located. This sentence is … ..

a. Function of hotel

b. Hotel facilities

c. Characteristic of hotel,,

d. Type of hotel

23 Hotels are located on the outskirts or along highways that connect

one city with another, or on the outskirts of highways close to the
gates or boundaries of large cities is the meaning of … .

a. Resort Hotel

b. City Hotel

c. Highway Hotel

d. Motor Hotel,,

24 The following are type of Hotel’ s Room based on room facilities,

except … .

a. Adjoining Room

b. Standard Room

c. Suite Room

d. Deluxe Room

25 Timeshare and Destination clubs are … …

a. Smaller independent non-branded hotels that often contain

 upscale facilities of varying size in unique or intimate settings
with ful service accommodations.

b. Room that was converted into a place for a doctor practice.

c. A form of property ownership also referred to as a vacation

ownership of an individual unit of accommodation for
seasonal usage during a specified period of time.

d. Rooms that have been booked at a certain point in time and

cannot be rented out to other guests.

26 What are the advantages of a 4 star hotel compared to the others?

a. More fully equipped bedrooms

b. More spacious rooms and adds high-class décor

c. Much comfortable and large, and provides excellent cuisine

d. Most luxurious venue, the wides range of guest services

27 Which type of hotel are usually booked for long term (one month to

one year)?
a. City hotel

b. Motel
c. Residential hotel
d. Resort hotel
28 Which Hotel that usually booked by Meeting Attendees?
a. Conference Hotel

b. Casino hotel
c. Timeshare and condominium hotel

d. Extended stay hotel

29 What type of hotel based on the mean visit that usually use for

short time, an average of one night?

a. Transit hotel
b. Semi residential hotel

c. Residential hotel
d. Family hotel
30 In a hotel industry, behaviour of the staff in giving their service is
totally needed. Behaviour concerned to, except…
a. Good attidute

b. Responsible
c. Profesional

d. Impolite to the guest

31 Below one of department in the hotel that responsible to cleaning

the hotel area is ?

a. Accounting
b. Front office

c. Housekeeping
d. Garderner
32 What kind breakfast in the continental plan ?
a. American
b. Indonesian

c. Asian
d. Continental
33 Type of hotel room based on location,except..?
 a. Connecting room

b. Duplex
c. Single room
d. Cabana
34 Type of hotel room based on bed facilities ,except..?
a. Twin room

b. Double room
c. Single room
d. Cabana
35 Rooms used by hotel staff who have certain positions in the hotel,
such as Manager or GM it call…

a. Parlour room
b. House Use

c. Mock Up Room
d. Suite room
36 In a hotel industry, behaviour of the staff in giving their service is

totally needed. Behaviour concerned to, except…

a. Good attidute

b. Responsible
c. Profesional
d. Impolite to the guest
37 Bellow are source of information , except .

a. written material
 b. trade magazine

c. newspaper

d. all answer are wrong

38 to maintain a profesionalism we have to communicate effectively ,

with whim we should do this ?

a. colleagues and management

b. colleagues

c. staff management

d. to the guest only

39 thera are some specific information gather for your role, such as

a. Brochure

b. Advertisement

c. Skill , experience, practice

d. Mentor

40 the employee shoyld have trainning requirements ,, what is the

benefit of this

a. Work effort

b. Extra profit

c. Achievment from manager

 d. Adittional skill

41 at a sector level employe should have product knowledge ,which

product knowledge as follow

a. Product sold

b. Service provided

c. Fasilities available

d. All answer are correct

42 what to do dif you do not know the answer to a customer question

a. Always tell the truth

b. Appologyse for not knowing

c. Lies

d. Point a and b are correct

43 product knowledge is an important prerequisite ,.wich one is not

important knowledge about product

a. information about size , colour , smell and taste of food

b. knowing if fod item is fresh or frozen

c. knowledge about product price , room rate and service

d. do note care about just give the customer learn by them self

44 printed information is one of source information bellow are kind of

 printed information

a. brochure

b. magazine

c. internet

d. a and b are correct

45 please select which one bellow is how the industry knowledge can

be used to enhance workplace performance

a. advice customer to upcoming session

b. hiding when meet the guest

c. give wrong information about product

d. never give suggestion to the guest

46 knowing guest Payment method such as by credit card or cash is

one of

a. product knowledge

b. job of account staff

c. just a additional job

d. the rules and regulation

47 Below, which one is type of hotel based on type of guests?

a. Family hotel
b. Medium hotel
 c. Mountain hotel

d. Star Rating hotel

48 Type of hotel with total rooms between 100 to 300 rooms is called:
a. Deluxe hotel

b. Medium hotel
c. Large hotel
d. Cottage
49 “ The tourism industry offers more employment opportunities than
other economic sectors” , this is the positive impact of tourism
from which perspective?

a. Environment
b. Social
c. Culture

d. Economic
50 Type of hotel’ s room based on location:
a. Single room

b. Mock up room
c. Standard room
d. Adjoining room
51 Type of Hotel’ s room based on bed facilities, except :
a. Quad Room
b. Interconnecting Room

c. Double-Double Room
d. Triple Room
52 Houseman, Taylor, and Linen Attendant are part off:

a. Front Office Department

b. Housekeeping Department
c. General Affair

d. Recreation Department
53 Architecture, Monuments, Fairs, Festival, Cuisine are some types of
Tourism Product based on

a. Man Made Attraction

b. Symbiotic Attraction
c. Natural Attraction

d. Tourism Circuit
54 How to maximize sales, except.
a. Make an “ add on sales “

b. Using suggestive selling

c. Apply “ ABC approach “ to upselling
d. Ignorance house rule
55 Which one of the following areas of a hotel has the greatest
amount of guest contact?
a. Reservation

b. Human Resources
c. Housekeeping
d. Food & Beverage Product
56 Which of the following departments of the rooms division works
most closely with the marketing and sales division within a hotel?
a. Food & Beverage Product
 b. Recreation department

c. Front Office
d. Engineering
57 Concierge services are normally part of:

a. The Sales Department

b. The Reservations Department
c. The Rooms Division

d. The Food and Beverage Division

58 Core department in the hotel as below:
a. Room Division and Food & Beverage Division

b. Purchasing Division, Food & Beverage Division

c. General Manager & HOD
d. Human Resource & Room Division
59 Who is someone willing to pay a fair price for a quality product and
wants to be neither overcharged or under-serve?
a. Owner

b. Staff
c. Supplier
d. Customer
60 Transient, Semi-Residential, Residential are type of hotel based on:
a. AOwnership
b. Type of guest

c. Facilities
d. Length of staying
61 The reason we need to have good product and service knowledge,
except:
a. Optimism Sales
b. Make guest demanding

c. Meet guest expectation

d. Encourage guest to stay longer
62 Below are sections in F&B Service, except:

a. Room Service
b. Restroom
c. Banquet

d. Dining Room
63 Who is called a customer?
a. Someone who buys something from a seller, vendor, or supplier
in exchange for money or something else of value.
b. People with lots of money
c. The most important person

d. A very influential person in the world of industry and commerce

64 Why is Customer feedback so important?
a. Identify trends or issues in feedback that require action to
prevent recurrence of the problem
b. Situations where the customer has threatened to notify the
authorities

c. Anything related to safety

d. A,B,C are correct
65 Nations in the world have different cultural characteristics, with
 these differences it will be easy to recognize the country of origin,
the Japanese at the time of meeting have the habit of giving
respect or greeting in what way
a. Bending

b. Give a smile
c. Shake hands
d. Give a kiss on the cheek
66 When Guest unsatisfied what action should we take immediately
a. Sending an apology letter
b. Just ignore it

c. Ask what's the problem

d. Shut up
67 What is your attitude when talking to customers

a. Show interest in customers

b. Talk a lot
c. Keep Calm

d. Allow customers to wait a long time

68 How to checking internal buying patterns and trends ?
a. By referring to internal sales records,receipts,cashier data or
sales figures in the database
b. Record all incoming data
c. Input all data in the computer system

d. Make a summary every month

69 One of the elements in the tourism industry is accommodation,
what is meant by accommodation is
 a. Easy to get a place to stay

b. Easy to get a place to eat

c. Easy to get a place to drink
d. Easy to get a place to swimming
70 Why we should share product and service knowledge with other
workplace staff ?
a. Shows you’ re team player and will help others whenever you
can.
b. Show that you took the time and effort to obtain the information
c. Assist them in their sales and promotion efforts

d. A,B,C are correct

71 Organizations at the United Nations that deal with health and
infectious diseases are

a. WHO
b. UNESCO
c. ILO

d. UNICEF
72 How to share product and service knowledge with colleagus?
a. Carry out internal product and service activities

b. Asked their time to meet

c. Justify all means
d. Send e-mail
73 The customer can be seen as, except… …
a. Someone who is willing to pay a pair price for a quality product
and wants to be overcharged not – under served
 b. Person on the receiving end of what the business offers

c. The reason the company is in business

d. The real price
74 What will happen when a business refuses to change the product

and services it offers to customers ?

a. Able to balance with the ways in which its customers are

changing

b. Get the opportunity to exploit a lucrative commercial

opportunity

c. Continue to offer dated and irrelevant product and services

d. Product and services offered follow the needs of customers

75 Suggest evidence for change can be… .

a. Feedback indicating customer satisfaction

b. Internal sales figures showing increase sales/profits

c. Example of individual workplace events

d. Survey indicating customer satisfaction

76 Prepare presentation to support recommendation for change

should cover… .(except)

a. Reason for changes

b. Cost to implemets changes

 c. Cost of not implementing changes

d. Service to implement changes

77 One of details implementing changes generally an action plan

including … … .

a. Which is not involved

b. Changes in policies and supporting procedures are not required

c. Training not required

d. Timelines for introducing and embedding changes

78 Analysis of products and services are not including …

a. Facilities

b. Policies

c. Procedures

d. Customers

79 There are several things is never acceptable to sell at any cost, that
is… .

a. Be honest

b. Represent a product or service

c. Give good references about an item or service

d. Indicates a misleading warranty or guarantee

80 Observe the customer may provide the basis for offering, except… ..

a. Accommodation

b. The use of internal facilities

c. Tourist attraction

d. Location where sun screen and sun hats are available for sale

81 A complementary product or service is something… ..

a. Provide added value for genuine sales

b. The initial purchase is not complete

c. Extra experience not provide

d. The total experience for the customer not complete

82 Example of complimentary services are… .(except)

a. Complimentary bottle of water in room

b. Complimentary room service an upgrade to a higher room

category without additional costs

c. Offer to reserve a table in the restaurant for dinner

d. Discounted room rates

83 In the key to making extra sales there are several things that you
have to keep such as … .(except)

a. With a smile
 b. How do you say you will

c. When you said you would

d. Not agree with the price

84 What is the definition of complementary product or service?

a. A service that comes with a product for support

b. Product and services which have direct impact on the utility a

buyer receives from an offering

c. An item that is bought without the main product

d. Those given to a customers with charge

85 What is the key to making extra sales?

a. Sell the experience over the transaction

b. Use low - quality visual

c. Partner with only international business

d. Minimize online reach with a channel manager

86 Practical ways to know sales opportunities include observe the

customers” . It mean… …

a. Looking at customer

b. Indicated they are happy, enjoy and satisfaction

c. Ignore the customers

 d. Provide the basis for offering tourist attraction

87 The ways to advice the customers on complementary product or

services is… ..

a. Deliver value dissatisfaction

b. Test and pessimistic your offers

c. Ignore your customers goals

d. Segments your customers

88 The following are included in the maximize sales technique except:

a. Make an ‘ add-on’ sale
b. Up-Selling
c. Using ‘ Suggestive selling”
d. Using ‘ SWOT’ technique
89 Where you suggest a product or service that is more expensive than
the cheaper one originally requested, is called?
a. SWOT
b. Marketing
c. Up-Selling
d. Special Promotion
90 The use of 'expressive and descriptive language', which often
appeals to the senses rather than the logic of the brain, to persuade
people to buy, is called?
a. Sales & Marketing
b. Suggestive Selling
c. Make an ‘ add-on’ sale
d. Apply the ‘ ABC’ approach to selling
91 Key of “ Suggestive Selling” are, Except:
a. Be confident to communicate with customer
b. Be active and energic
c. Know product and service knowledge well
d. Be honest
92 If a guest come to the restaurant for dinner and only order main
course, you might:
a. Suggest soup or dish start the meal
b. Suggest the guest to come to the lobby
c. Offer the guest to SPA
d. Ask the guest for settle the bill at front desk
93 When the waiter recommend the garlic bread as an
accompaniment, there is on of the?
a. Suggestive selling
b. Up-selling
c. Offering help
d. Make 'Add-on Sales'
94 "Be on time" is a reflection of being a?
a. Farmers
b. Traders
c. Fishermen
d. Professional Hotelier
95 What is the mean of applying an 'ABC' approach to selling?
a. 'A' stands for Automatic, 'B' stands for Bettered and 'C' stands
for Created.
b. ‘ A’ stands for Apologise, ‘ B’ stands for Butter and ‘ C’
stands for Comment
c. ‘ A’ stands for Apple, ‘ B’ stands for Borneo and ‘ C’
stands for Charming
d. ‘ A’ stands for Ants , ‘ B’ stands for Butterfly and ‘ C’
stands for Cockroach
96 Mr. David came to the bar and asked for a scotch.If you give them a
scotch on Special, or one of the popular and well-known brands you
have made an:
a. Up-Selling
b. Automatic Selling
c. Suggestive Selling
d. Mark Up Sale
97 When selling a dessert it might be sold suggestively describing it as
'delicious', 'stinging cold', 'burst with berry flavour', 'mixed with
intoxicating grooved drink mix', 'smothered in decadent chocolate
 sauce’ . This is the example for?
a. Up-Selling
b. Automatic Selling
c. Suggestive Selling
d. Mark Up Sale

HTK Coordinator

I Putu Diana
OTC Jembrana