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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. 48% - 50%






2. Number of guests






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






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






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






6. 1. Increase sales 2. Reduce costs






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






8. 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


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






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






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






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






13. 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






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






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






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






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






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






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






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






21. Serving our biological needs






22. 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.






23. Business format franchising






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






25. Guest room rental






26. 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






27. 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.






28. 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






29. 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.






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






31. 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






32. Technological methods of efficient property maintenance and management






33. Participation rate






34. 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






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






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






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






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






39. Guest satisfaction - personal service - accounting for sales






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






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






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






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






44. 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






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






46. 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.






47. Serving our social needs






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






49. 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






50. 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.