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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. 1. Increase sales 2. Reduce costs






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






3. Serving our social needs






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






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






6. 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.






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






8. 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






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






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






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






12. 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






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






14. 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






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






16. 4 pounds per person per day






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






18. 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






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






20. Serving our biological needs






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

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22. 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.






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






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






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






26. 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.






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






28. Technological methods of efficient property maintenance and management






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






30. 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.






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






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






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






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






35. Guest satisfaction - personal service - accounting for sales






36. Participation rate






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






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






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






40. 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.






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






42. Number of guests






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






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






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






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






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






48. 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.






49. 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






50. Business format franchising







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