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. Visit family and friends






2. Guest satisfaction - personal service - accounting for sales






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






4. 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






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






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






7. 1. Increase sales 2. Reduce costs






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






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






10. Business format franchising






11. 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






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






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






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






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






16. 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






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






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






19. 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.






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






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






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






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






24. 48% - 50%






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






26. Technological methods of efficient property maintenance and management






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






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






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






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






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






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






33. 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.






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






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






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






37. Stopover - draw people from nearby areas or induce people to stop on the way by - Sports centers - zoos & aquariums - museums






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






39. 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






40. 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.






41. Guest room rental






42. Serving our biological needs






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






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






45. 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.






46. Number of guests






47. Participation rate






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






49. 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


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