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






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






3. Technological methods of efficient property maintenance and management






4. 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.






5. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles






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






7. 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






8. 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.






9. 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






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






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






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






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






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






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






16. Number of guests






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






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






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






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






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






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






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






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






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






26. 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.






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






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






29. Guest room rental






30. 1. Increase sales 2. Reduce costs






31. Guest satisfaction - personal service - accounting for sales






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






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






34. 4 pounds per person per day






35. Participation rate






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






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






38. 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.






39. 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.






40. One person taking a trip 100 miles or more from home






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






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






43. 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.






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






45. 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.






46. 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






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






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






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






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