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. 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.






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






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






4. 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.






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






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






7. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.






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






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






10. 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






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






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






13. 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






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






15. 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






16. Product - The guest experience - the food plus the server Price - Value pricing - prices in line with customer expectations Place - Location - multiply the number of places in which their product can be offered Promotion - Advertising - conducted th


17. Guest satisfaction - personal service - accounting for sales






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






19. More you buy the cheaper it is - Purchasing economies






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






21. 1. Electronic-mechanical - range from vending machines to such services as automated check in/out 2. Indirect personal - include telephone or email contacts such as hotel reservations - reservation desk at a restaurant - a room-service taker - housek






22. 4 pounds per person per day






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






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






25. Participation rate






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






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






28. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing






29. Serving our social needs






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






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






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






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






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






35. Guest room rental






36. 1. Increase sales 2. Reduce costs






37. 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.






38. 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.






39. Visit family and friends






40. 48% - 50%






41. 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.






42. 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






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






44. Serving our biological needs






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






46. Technological methods of efficient property maintenance and management






47. 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






48. 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






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






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