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






2. 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

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






4. 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.






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






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






7. 4 pounds per person per day






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






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. 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.






11. Guest satisfaction - personal service - accounting for sales






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






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






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






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






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






17. Technological methods of efficient property maintenance and management






18. 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.






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






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






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






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






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






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






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






26. 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.






27. 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






28. 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






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






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






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






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






33. 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






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






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






36. 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.






37. Number of guests






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






39. Participation rate






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






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






42. Business format franchising






43. 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.






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






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






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






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. 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






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






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







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