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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. The product (service) can be touched or felt






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






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






4. Participation rate






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






6. 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.






7. Business format franchising






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






9. Number of guests






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






11. 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.






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






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






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






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






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






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






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






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






20. 1. Increase sales 2. Reduce costs






21. Serving our biological needs






22. Guest satisfaction - personal service - accounting for sales






23. Guest room rental






24. 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.






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






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






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






28. 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






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






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






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






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






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






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






35. 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






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






37. 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






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






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






40. Visit family and friends






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






42. Technological methods of efficient property maintenance and management






43. Serving our social needs






44. 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.






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






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






47. 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






48. 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






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






50. 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







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Can you answer 50 questions in 15 minutes?


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