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Test your basic knowledge |
Principles Of Hospitality
Start Test
Study First
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. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Hospitality Industry
Demographics
What terms are typical nutritional claims?
Who is client of on-site foodservice
2. The individual diner - patient - student - or resident.
Who is guest of on-site foodservice
Intangible
What terms are typical nutritional claims?
Calculate Occupancy Rate
3. 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
QSR
Moment of Truth
Yield Management
Job Benefit Mix
4. The quality of the food the guest is served - food safety - sanitation - food cost control
Central reservation systems
Calculate Occupancy Rate
Eatertainment
Back of House Primary Responsibility
5. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets
New-to-world Products
Number 1 reason for travel
Check Average
What is a health claim?
6. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
% of food dollar spent away from home
Property management systems
Concierge duties
Moment of Truth
7. 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.
Energy management systems
Eatertainment
Calculate Occupancy Rate
Eating Market
8. The study of objectively measurable characteristics of our population - such as age and income
Who is client of on-site foodservice
Demographics
Person Trip
Hospitality
9. 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.
Dietary Schizophrenia
Trend in length of trips taken
Hospitality
Intangible
10. The person who applies to productive work ideas - concepts - and information
Travel Multiplier
Dietary Schizophrenia
Knowledge Worker
Who is client of on-site foodservice
11. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Customer relationship management systems
QSR
Trend in length of trips taken
Upstairs guest interest
12. 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.
Travel Multiplier
Service
Trend in length of trips taken
Who is guest of on-site foodservice
13. 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 Average Room Rate
Knowledge Worker
Demographics
14. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Primary Destination
Upstairs guest interest
Two best ways to increase profit
How much waste does the average American generate in one day
15. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
QSR
Dietary Schizophrenia
New-to-world Products
Tangible
16. Guest room rental
Two best ways to increase profit
Key source of hotel revenue
Check Average
Home Meal Replacement
17. Stopover - draw people from nearby areas or induce people to stop on the way by - Sports centers - zoos & aquariums - museums
What is a health claim?
Most common franchise in restaurant
Secondary Destination
Global distribution systems
18. One person taking a trip 100 miles or more from home
Person Trip
Global distribution systems
Concierge duties
Property management systems
19. People's different patterns of activities - interests and opinions.
Who is client of on-site foodservice
Global distribution systems
Back of House Primary Responsibility
Psychographics
20. 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.
Dining Market
House Ledger
Consumerism
Travel Multiplier
21. 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
Skills needed by a manager
New Product
QSR
Tourism industry
22. 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
Global distribution systems
Person Trip
Two ways to increase sales
23. Rooms Sold / Total Rooms Available 300 / 500 = 60%
Economy of scale
Inseparability
Psychographics
Calculate Occupancy Rate
24. Serving our biological needs
Eating Market
House Ledger
New Product
Person Trip
25. 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
26. Participation rate
Calculate Occupancy Rate
How is success measured in on-site foodservice operations
Suggestive selling
New Product
27. 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
Key source of hotel revenue
Primary Destination
Moment of Truth
28. 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
Calculate Occupancy Rate
Who is client of on-site foodservice
Franchise
Home Meal Replacement
29. More you buy the cheaper it is - Purchasing economies
Tangible
City Ledger
Economy of scale
Home Meal Replacement
30. The institution (bank - university - etc.) along with its managers and policy makers
Global distribution systems
New-to-world Products
Who is client of on-site foodservice
Yield Management
31. Made up of both money and knowledge to be gained from any job
Knowledge Worker
SMERF
Job Benefit Mix
PMS
32. 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
House Ledger
PMS
Check Average
Primary Destination
33. Charges made by guests after checked out & charges by other persons not hotel guests
City Ledger
Front of House Primary Responsibility
Skills need by entry level position
Who is client of on-site foodservice
34. A product new to that establishment's menu. Wendy's adding baked potato as an entree.
New Product
House Ledger
% of food dollar spent away from home
Covers
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
Tangible
Downstairs guest interest
Demographics
Franchise
36. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
PMS
Skills needed by a manager
SMERF
Number 1 reason for travel
37. Guest satisfaction - personal service - accounting for sales
Suggestive selling
Tourism industry
Front of House Primary Responsibility
Home Meal Replacement
38. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Two ways to increase sales
Eating Market
Check Average
Front of House Primary Responsibility
39. 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.
Franchisee
Home Meal Replacement
Back of House Primary Responsibility
House Ledger
40. 48% - 50%
Job Benefit Mix
Who is client of on-site foodservice
% of food dollar spent away from home
Person Trip
41. Serving our social needs
Calculate Average Room Rate
4 P's of the Marketing Mix
Dining Market
Person Trip
42. Most are 1-2 nights in duration - combining business and pleasure
Back of House Primary Responsibility
Tourism industry
What terms are typical nutritional claims?
Trend in length of trips taken
43. The product (service) can be touched or felt
Most common franchise in restaurant
Concierge duties
Tangible
Eatertainment
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.
Franchise
Person Trip
House Ledger
Inseparability
45. 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.
Economy of scale
Property management systems
Dietary Schizophrenia
Two best ways to increase profit
46. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
Concierge duties
Two ways to increase sales
Skills needed by a manager
47. Reduced - free - low - healthy - light - lean - symbols - heart - apple
New-to-world Products
Job Benefit Mix
PMS
What terms are typical nutritional claims?
48. Number of guests
Upstairs guest interest
Intangible
Back of House Primary Responsibility
Covers
49. Kept at front desk is made up of bills owed by guests in the house.
Who is client of on-site foodservice
Two types of franchises
House Ledger
Job Benefit Mix
50. 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.
% of food dollar spent away from home
Skills needed by a manager
Consumerism
Market Segmentation