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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. Visit family and friends






2. 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






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






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






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






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






7. 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.






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






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






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






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






12. 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






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






14. 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.






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






16. Guest satisfaction - personal service - accounting for sales






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






18. Technological methods of efficient property maintenance and management






19. Business format franchising






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






21. 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


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






23. 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.






24. 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






25. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR






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






27. 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






28. 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.






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






30. 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






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






32. 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






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






34. Serving our biological needs






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






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






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






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






39. 4 pounds per person per day






40. Serving our social needs






41. 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






42. 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.






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






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






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






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






47. 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






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






49. Number of guests






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