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






2. Guest satisfaction - personal service - accounting for sales






3. 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.






4. 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.






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






6. 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






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






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






9. 1. Increase sales 2. Reduce costs






10. Technological methods of efficient property maintenance and management






11. Business format franchising






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






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






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






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






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






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






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






19. 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






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






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






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






23. Serving our biological needs






24. Guest room rental






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






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






27. 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.






28. Serving our social needs






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






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






31. 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.






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






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






34. 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






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






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






37. 4 pounds per person per day






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






39. 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






40. 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.






41. 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






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






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






44. 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






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






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






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






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






49. 48% - 50%






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