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






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






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






4. 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






5. 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






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






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






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






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






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






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






12. 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.






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






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






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






16. Guest room rental






17. 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






18. Serving our biological needs






19. 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.






20. Serving our social needs






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






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






23. 48% - 50%






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






25. 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.






26. 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.






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






28. 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.






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






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






31. 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.






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






33. 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






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






35. 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






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






37. Number of guests






38. Participation rate






39. 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.






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






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






42. Guest satisfaction - personal service - accounting for sales






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






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






45. 1. Increase sales 2. Reduce costs






46. Visit family and friends






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






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






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






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