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Test your basic knowledge |
Principles Of Hospitality
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Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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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. People's different patterns of activities - interests and opinions.
Home Meal Replacement
Psychographics
Global distribution systems
Eatertainment
2. One person taking a trip 100 miles or more from home
Job Benefit Mix
Franchise
Person Trip
Downstairs guest interest
3. 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.
Dietary Schizophrenia
Yield Management
Number 1 reason for travel
Tangible
4. The institution (bank - university - etc.) along with its managers and policy makers
Who is client of on-site foodservice
Property management systems
Franchise
Most common franchise in restaurant
5. Most are 1-2 nights in duration - combining business and pleasure
Trend in length of trips taken
Tourism industry
Calculate Average Room Rate
SMERF
6. Guest satisfaction - personal service - accounting for sales
Front of House Primary Responsibility
New-to-world Products
Calculate Average Room Rate
Person Trip
7. The person who applies to productive work ideas - concepts - and information
Knowledge Worker
Two best ways to increase profit
Home Meal Replacement
Dining Market
8. 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
Moment of Truth
Calculate Check Average
Energy management systems
Who is client of on-site foodservice
9. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
Who is guest of on-site foodservice
Upstairs guest interest
4 P's of the Marketing Mix
10. Total dollar sales / Number of guests served during the period
Calculate Check Average
Hospitality
Calculate Average Room Rate
Most common franchise in restaurant
11. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
Calculate Average Room Rate
House Ledger
Upstairs guest interest
What is a health claim?
12. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Intangible
Upstairs guest interest
PMS
Identify/Explain 3 types of service
13. Participation rate
Two ways to increase sales
Who is client of on-site foodservice
Calculate Average Room Rate
How is success measured in on-site foodservice operations
14. More you buy the cheaper it is - Purchasing economies
Customer relationship management systems
Upstairs guest interest
Economy of scale
Home Meal Replacement
15. 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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16. 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.
Energy management systems
Who is guest of on-site foodservice
Service
Food and beverage retail management systems include
17. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets
Calculate Occupancy Rate
Check Average
Concierge duties
Food and beverage retail management systems include
18. Reduced - free - low - healthy - light - lean - symbols - heart - apple
Number 1 reason for travel
What terms are typical nutritional claims?
Hospitality
Psychographics
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
Psychographics
Service
Food and beverage retail management systems include
Skills needed by a manager
20. 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
% of food dollar spent away from home
PMS
Who is client of on-site foodservice
Covers
21. 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.
Eating Market
Travel Multiplier
Global distribution systems
Calculate Occupancy Rate
22. The study of objectively measurable characteristics of our population - such as age and income
Suggestive selling
Demographics
Moment of Truth
Dietary Schizophrenia
23. Serving our biological needs
Back of House Primary Responsibility
Eating Market
Psychographics
Market Segmentation
24. The individual diner - patient - student - or resident.
Who is guest of on-site foodservice
Consumerism
Key source of hotel revenue
Franchise
25. Visit family and friends
New-to-world Products
Upstairs guest interest
Number 1 reason for travel
Skills needed by a manager
26. Guest room rental
New-to-world Products
Travel Multiplier
Key source of hotel revenue
What terms are typical nutritional claims?
27. Charges made by guests after checked out & charges by other persons not hotel guests
City Ledger
Back of House Primary Responsibility
Hospitality Industry
Covers
28. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets
New-to-world Products
Upstairs guest interest
Skills need by entry level position
SMERF
29. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
Two ways to increase sales
Food and beverage retail management systems include
Downstairs guest interest
4 P's of the Marketing Mix
30. 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.
% of food dollar spent away from home
Franchisee
Knowledge Worker
Calculate Occupancy Rate
31. The attributes (of service) that the customer cannot grasp with any of the five senses.
Dining Market
Eating Market
Property management systems
Intangible
32. 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
Demographics
Dining Market
Travel Multiplier
Yield Management
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.
Trend in length of trips taken
Suggestive selling
Consumerism
Eatertainment
34. Average dollar amount of check - average sale per guest
PMS
Tangible
Check Average
Consumerism
35. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Skills needed by a manager
Tangible
Hospitality Industry
Person Trip
36. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Service
Two ways to increase sales
Check Average
Global distribution systems
37. 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
Consumerism
Customer relationship management systems
Suggestive selling
Skills needed by a manager
38. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
Calculate Check Average
Property management systems
Downstairs guest interest
QSR
39. 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.
Knowledge Worker
Travel Multiplier
Yield Management
Hospitality
40. The product (service) can be touched or felt
Number 1 reason for travel
Downstairs guest interest
Dining Market
Tangible
41. 48% - 50%
% of food dollar spent away from home
Back of House Primary Responsibility
Home Meal Replacement
Calculate Average Room Rate
42. Business format franchising
Energy management systems
Two best ways to increase profit
Most common franchise in restaurant
Yield Management
43. 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.
Franchise
New Product
Who is guest of on-site foodservice
Number 1 reason for travel
44. Prosumption; Customer involvement with the production of service.
Inseparability
Dietary Schizophrenia
Suggestive selling
Front of House Primary Responsibility
45. Provide electronic connections between hotels and other travel-related companies
Global distribution systems
Home Meal Replacement
Tangible
Calculate RevPAR
46. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Calculate RevPAR
Dining Market
Tourism industry
Central reservation systems
47. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
Property management systems
Service
Demographics
New-to-world Products
48. 1. Increase sales 2. Reduce costs
Two best ways to increase profit
QSR
Consumerism
What terms are typical nutritional claims?
49. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Customer relationship management systems
Calculate Occupancy Rate
Back of House Primary Responsibility
Central reservation systems
50. 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
Identify/Explain 3 types of service
Franchise
Economy of scale
Calculate Occupancy Rate
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