Test your basic knowledge |

Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles






2. Most are 1-2 nights in duration - combining business and pleasure






3. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR






4. All actions & reactions that customers perceive they have purchased. Is performed for the guest by people or by systems such as remote check in/out. Performance of the organization and its staff.






5. Technological methods of efficient property maintenance and management






6. 1. Product or trade name franchising 2. Business format franchising






7. Owner of a franchise & possibly land - building - furniture & fixtures or a lease on them. Responsible for hiring employees - supervising daily operations & generally representing themselves in the community as independent businesspeople.






8. Not a restaurant - a delivery method features American comfort foods - chicken - turkey & ham prepared like consumer would make at home - home style cooking. Pizza - Boston Market






9. Want the traditional lobby floor attractions of a full-service hotel: dining rooms - cocktail lounges - meeting & banquet rooms - etc. Are willing to pay for extras either because are necessary or they can afford them






10. The product (service) can be touched or felt






11. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets






12. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price






13. The quality of the food the guest is served - food safety - sanitation - food cost control






14. 1. Increase sales 2. Reduce costs






15. Kept at front desk is made up of bills owed by guests in the house.






16. Average dollar amount of check - average sale per guest






17. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's






18. The reception & entertainment of guests - visitors - or strangers with liberality and goodwill. Institutions that offer shelter - food - or both to people away from home. Hotels - restaurants - casinos - attractions - etc.






19. Prosumption; Customer involvement with the production of service.






20. 48% - 50%






21. Educating consumers & acting as advocates - influence social change in an effort to protect rights of consumer. A modern movement for the protection of the consumer against useless - inferior - or dangerous products - misleading advertising - unfair






22. The individual diner - patient - student - or resident.






23. The institution (bank - university - etc.) along with its managers and policy makers






24. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.






25. Identifies groups of customers and prospects who share sufficient characteristics in common that a product and service can be designed and brought to market for their needs.






26. The collection of productive businesses and government organizations that serve the traveler away from home.






27. Must keep in mind 3 objectives: 1 - making the guest welcome personally 2 - making things work fro the guests 3 - making sure that the operation will continue to provide service and meet budget






28. Allow customers to call a central - toll-free number and make a reservation with any property in the system






29. 4 pounds per person per day






30. Touring - have a wide market & draw travelers from great distances - Grand Canyon - Disney World - Las Vegas






31. Visit family and friends






32. People's different patterns of activities - interests and opinions.






33. A product new to that establishment's menu. Wendy's adding baked potato as an entree.






34. Serving our biological needs






35. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.






36. The attributes (of service) that the customer cannot grasp with any of the five senses.






37. Guest room rental






38. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets






39. One person taking a trip 100 miles or more from home






40. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal






41. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR






42. Measure the effect of initial spending together with the chain of expenditures that result. For example - a dollar spent in a hotel - some portion of it goes to employees - suppliers - and owners who in turn re-spend it.






43. Provide electronic connections between hotels and other travel-related companies






44. Business format franchising is the type of franchise in hospitality. Includes use of the product (& service) along with access to & use of - all other systems & standards associated with the business.






45. Serving our social needs






46. Sales - catering - purchasing - inventory - time - attendance - labor scheduling






47. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'






48. Reduced - free - low - healthy - light - lean - symbols - heart - apple






49. Charges made by guests after checked out & charges by other persons not hotel guests






50. Property Management System - Computer programs that provide more efficiently the information needed to personnel who need to know. Integrates all systems - reservations - front desk - housekeeping - food & beverage - & accounting