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






2. Technological methods of efficient property maintenance and management






3. 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






4. 48% - 50%






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






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






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






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






9. Participation rate






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






11. 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.






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






13. 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.






14. 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






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






16. 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.






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






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






19. Serving our biological needs






20. Serving our social needs






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






22. 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






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






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






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






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






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






28. 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






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






30. 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.






31. Business format franchising






32. 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.






33. Guest satisfaction - personal service - accounting for sales






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






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






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






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






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






40. Number of guests






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






42. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing






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






44. 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






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






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






47. 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.






48. 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


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






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