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. 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.






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






3. 4 pounds per person per day






4. 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






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






6. Serving our social needs






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






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






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






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






11. 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.






12. Business format franchising






13. 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






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






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






16. 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.






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






18. 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






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






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






21. Visit family and friends






22. Number of guests






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






24. 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






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






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






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






28. Participation rate






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






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






31. 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.






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






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






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






37. Guest room rental






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






39. 48% - 50%






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






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






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






44. 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






45. 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


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






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






48. Guest satisfaction - personal service - accounting for sales






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






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