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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. Made up of both money and knowledge to be gained from any job






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






3. Theme restaurants in which the diner's experience is centered in the entertainment provided by the restaurant's stage-set-like decor - Hard Rock Cafe - Dave & Buster's. Combine food with various kinds of entertainment - relatively new on scene.






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






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






6. Visit family and friends






7. Serving our social needs






8. Are guests encounters; Any time a staff member has the opportunity to make the guest happy; Every hospitality organization has thousands of these every day; Service provider and customer must work together in order for the service to be successful; T






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






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






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






12. 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.






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






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






15. Guest room rental






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






17. 4 pounds per person per day






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






19. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.






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






21. Rooms Sold / Total Rooms Available 300 / 500 = 60%






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






23. 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.






24. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles






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






26. 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.






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. Total dollar sales / Number of guests served during the period






29. 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.






30. 48% - 50%






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






32. 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.






33. 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.






34. 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






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






36. Guest satisfaction - personal service - accounting for sales






37. Business format franchising






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






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






40. The study of objectively measurable characteristics of our population - such as age and income






41. 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






42. Number of guests






43. The person who applies to productive work ideas - concepts - and information






44. Consumers are concerned about their health & about pleasing themselves. Sometimes they act on their concerns & sometimes on their need for pleasure. Sometimes they watch what they eat at home - but are less careful when dining out.






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






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






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






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






49. Involves varying room rates according to the demand for rooms in any given time period. Based on combining a history of room demand with current forecast for demand. Get the best combination of occupancy & ADR. No need to sell rooms at a discount if






50. Serving our biological needs