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. Business format franchising






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






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






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






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






6. 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






7. 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.






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






9. 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






10. 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






11. Serving our biological needs






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






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






14. Participation rate






15. 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.






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






17. Serving our social needs






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






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






20. 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.






21. 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.






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






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






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






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






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






27. Guest room rental






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






29. 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






30. 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






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. 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






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






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






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






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






37. 48% - 50%






38. 4 pounds per person per day






39. 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






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






41. Number of guests






42. 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.






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






44. Guest satisfaction - personal service - accounting for sales






45. Visit family and friends






46. 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


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






48. Technological methods of efficient property maintenance and management






49. 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.






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