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. 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.






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






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






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






5. 4 pounds per person per day






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






7. 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.






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






9. 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






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






11. 48% - 50%






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






13. Serving our biological needs






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






15. 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.






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






17. 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


18. 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.






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






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






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






22. Technological methods of efficient property maintenance and management






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






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






25. Guest satisfaction - personal service - accounting for sales






26. Serving our social needs






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






28. 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.






29. 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.






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






31. Business format franchising






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






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. 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. 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






36. 1. Increase sales 2. Reduce costs






37. 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






38. Number of guests






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






40. 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.






41. Visit family and friends






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






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






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






45. 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






46. Participation rate






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






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






49. 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.






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