Subic Bay Colleges, Inc.

College of Hospitality and Tourism Management

City of Olongapo

Multicultural Diversity in Workplace for Tourism Professionals

Midterm Examination
st
1 Semester, Academic Year 2022-2023

Name: Course:
Year: Score:

Directions: Read each question and write the correct answer on the space
provided. 2 points each.

1. The values, beliefs, attitudes, languages, symbols, rituals, behaviors and

customs unique to a particular group of people and that are passed down
from generation to generation. _______________________
2. _______________________ is the accumulation of knowledge about
experiences and information not perceived directly by the organism, but
transmitted to it through symbols.
3. “Culture is located and transmitted in groups” What trait is the statement
about? _______________________
4. Culture is an ______________ term that identifies not only the whole
tangible lifestyle of people but also their prevailing values and beliefs.
5. A characteristic of a society that has many different ethnic or national
cultures mingling freely. _______________________
6. Companies that have a culturally diverse workforce may benefit from
such diversity because they create a workforce with a larger social
network that just one ethnic group. _______________________
7. _______________ of another culture will stimulate tolerance in the
workplace and also encourage workers to use knowledge of their cultures
when they do their jobs.
8. _______________ barriers lead to problems in a company attempting to
create a diverse workplace.
9. The modification of a society through innovation, invention, discovery, or
contact with other societies. _______________________
10. This refers to a group of people with similar levels of wealth, influence,
and status. _______________________
11. This is a socially constructed category of people who share biologically
transmitted traits that a society defines as important. ______________
12. A shared cultural heritage, which typically involves common ancestors,
language and religion. _______________________

“If you think you can do a thing or think you can't do a thing, you're right.” Henry Ford
 Subic Bay Colleges, Inc.
College of Hospitality and Tourism Management
City of Olongapo

13. Any category of people, identified to be physical or cultural traits that a

society subjects to disadvantages. _______________________
14. Is another kind of prejudice, in which someone believes one type of skin
tone is superior or inferior to another within a racial group.
_______________________
15. An act prohibiting profiling as well as discrimination against persons on
account or ethnic or racial origin and/or religious affiliation or belief.
_______________________
16. Refers to the negative beliefs, thoughts, feelings and attitudes someone
holds about a group. _______________________
17. The process by which the minorities gradually adopt cultural patterns
from the dominant majority population. _______________________
18. A state in which people of all racial and ethnic categories have about the
same overall social standing. _______________________
19. Is a bias built into the operation of the economy. _______________________
20. 5% or 4.93 million of the Population of the Philippines are ______________.

II. Case Study. 10 points

CAN I HAVE ANOTHER SERVER PLEASE?

Who’s who:
Mary Kim, Room Service Order taker
Johnny Moerschell, Assistant Room Service manager Louis Nichols, Room
Service Server, Peter Fischer, Room Service Server Mark Watkins, Hotel VIP
Guest

Mary, the Room Service order taker, took her dinner break, and Johnny, the
assistant manager covered for her. Just before the end of Mary’s break Mr.
Watkin’s called from the Hotel Suite to place his dinner order.

After Johnny repeated his order, Mr. Watkin’s added, “One more thing! May I
request a white server?”

“I beg your pardon?” exclaimed Johnny.

“You know, I have nothing against African American people. I myself am a
black man,” replied Mr. Watkins. “But I just feel more comfortable talking with
white servers. By the way, I don’t want to have Peter either. He spilled the
coffee twice already on my laptop.”

At this point another line rang, and according to the Hotel’s high

“If you think you can do a thing or think you can't do a thing, you're right.” Henry Ford
 Subic Bay Colleges, Inc.
College of Hospitality and Tourism Management
City of Olongapo

standards Johnny placed Mr. Watkins on hold.

Mr. Watkins was a top VIP at the hotel, He had already spent thousands of
monies at the hotel and recently booked a major conference for next year.

Most servers were busy delivering orders, and only Louis, an African American
employee, was present, waiting for the next order. Johnny also noticed Mary as
she was walking back from the cafeteria.

1. Should Johnny accommodate Mr. Watkin’s first

request?
2. How about Peter?
3. Assume that Mr. Watkins requests a male therapist in the Hotel Spa?
Would you accommodate that request?

Answer:

Prepared by Johann A. Muller, MBA

“If you think you can do a thing or think you can't do a thing, you're right.” Henry Ford
 Subic Bay Colleges, Inc.
College of Hospitality and Tourism Management
City of Olongapo

ANSWER KEY
1. Culture
2. Cultural learning
3. Culture is Shared
4. all-encompassing
5. Multicultural Society
6. Service Coverage
7. Knowledge
8. Communication
9. Culture Change
10. Social Class
11. Race
12. Ethnicity
13. Minorities
14. Colorism
15. Anti-Ethnic or Racial Profiling and Discrimination Act of 2011
16. Prejudice
17. Assimilation
18. Pluralism
19. Institutional Discrimination
20. Muslims

“If you think you can do a thing or think you can't do a thing, you're right.” Henry Ford