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Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 30 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. The individual diner - patient - student - or resident.






2. Participation rate






3. Number of guests






4. 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


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






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






7. Business format franchising






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






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






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






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






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






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






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






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






16. 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






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






18. 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






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






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






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






22. Serving our biological needs






23. 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.






24. Visit family and friends






25. 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






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






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






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






29. Guest satisfaction - personal service - accounting for sales






30. 4 pounds per person per day






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






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






33. 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.






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






35. 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






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






37. 48% - 50%






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






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






40. 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.






41. 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.






42. 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






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






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






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






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






48. 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.






49. 1. Increase sales 2. Reduce costs






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






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