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Test your basic knowledge |
Principles Of Hospitality
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Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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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. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
Consumerism
Hospitality Industry
SMERF
Hospitality
2. Kept at front desk is made up of bills owed by guests in the house.
Economy of scale
House Ledger
Front of House Primary Responsibility
Job Benefit Mix
3. Guest satisfaction - personal service - accounting for sales
Customer relationship management systems
% of food dollar spent away from home
Travel Multiplier
Front of House Primary Responsibility
4. Touring - have a wide market & draw travelers from great distances - Grand Canyon - Disney World - Las Vegas
Primary Destination
4 P's of the Marketing Mix
House Ledger
Two ways to increase sales
5. Technological methods of efficient property maintenance and management
Psychographics
Property management systems
Energy management systems
Franchisee
6. Charges made by guests after checked out & charges by other persons not hotel guests
Franchisee
City Ledger
Calculate Occupancy Rate
Number 1 reason for travel
7. Rooms Sold / Total Rooms Available 300 / 500 = 60%
% of food dollar spent away from home
Calculate Occupancy Rate
Travel Multiplier
Moment of Truth
8. 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
Two ways to increase sales
Trend in length of trips taken
Home Meal Replacement
Global distribution systems
9. Visit family and friends
Market Segmentation
SMERF
Number 1 reason for travel
New Product
10. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
New-to-world Products
Property management systems
Skills needed by a manager
Trend in length of trips taken
11. Made up of both money and knowledge to be gained from any job
Job Benefit Mix
Calculate Occupancy Rate
Psychographics
Franchise
12. Participation rate
Downstairs guest interest
Tangible
Demographics
How is success measured in on-site foodservice operations
13. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Downstairs guest interest
Two ways to increase sales
Moment of Truth
Dining Market
14. 1. Product or trade name franchising 2. Business format franchising
Two types of franchises
Downstairs guest interest
Consumerism
New Product
15. The attributes (of service) that the customer cannot grasp with any of the five senses.
Key source of hotel revenue
Upstairs guest interest
Intangible
Hospitality Industry
16. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
Front of House Primary Responsibility
Food and beverage retail management systems include
Tangible
Dietary Schizophrenia
17. 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.
Who is client of on-site foodservice
City Ledger
Dietary Schizophrenia
SMERF
18. The study of objectively measurable characteristics of our population - such as age and income
Calculate Average Room Rate
Energy management systems
Two types of franchises
Demographics
19. Business format franchising
Job Benefit Mix
Inseparability
Tangible
Most common franchise in restaurant
20. The collection of productive businesses and government organizations that serve the traveler away from home.
QSR
SMERF
Who is client of on-site foodservice
Tourism industry
21. Average dollar amount of check - average sale per guest
QSR
Check Average
Covers
How much waste does the average American generate in one day
22. 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
PMS
Tangible
Person Trip
Calculate Occupancy Rate
23. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
Most common franchise in restaurant
SMERF
Energy management systems
QSR
24. 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
Service
Identify/Explain 3 types of service
How much waste does the average American generate in one day
Property management systems
25. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Customer relationship management systems
Upstairs guest interest
% of food dollar spent away from home
4 P's of the Marketing Mix
26. 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
Trend in length of trips taken
Dining Market
Downstairs guest interest
Two ways to increase sales
27. 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.
Trend in length of trips taken
Front of House Primary Responsibility
New-to-world Products
Franchisee
28. The individual diner - patient - student - or resident.
Who is guest of on-site foodservice
Property management systems
New-to-world Products
Tangible
29. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Hospitality Industry
Food and beverage retail management systems include
Two best ways to increase profit
Psychographics
30. More you buy the cheaper it is - Purchasing economies
Calculate Check Average
Economy of scale
Skills needed by a manager
Back of House Primary Responsibility
31. People's different patterns of activities - interests and opinions.
Food and beverage retail management systems include
Front of House Primary Responsibility
Calculate RevPAR
Psychographics
32. 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
Consumerism
How is success measured in on-site foodservice operations
Two types of franchises
SMERF
33. 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
Person Trip
What terms are typical nutritional claims?
Number 1 reason for travel
Moment of Truth
34. The product (service) can be touched or felt
Primary Destination
Tangible
Check Average
Skills needed by a manager
35. 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.
New-to-world Products
Travel Multiplier
Eatertainment
Covers
36. Guest room rental
SMERF
Back of House Primary Responsibility
Key source of hotel revenue
Two best ways to increase profit
37. 4 pounds per person per day
How much waste does the average American generate in one day
Front of House Primary Responsibility
Hospitality Industry
4 P's of the Marketing Mix
38. 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.
Hospitality Industry
Travel Multiplier
SMERF
Calculate Occupancy Rate
39. Number of guests
House Ledger
Calculate Occupancy Rate
Covers
What is a health claim?
40. 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.
Most common franchise in restaurant
Front of House Primary Responsibility
Service
% of food dollar spent away from home
41. Prosumption; Customer involvement with the production of service.
Service
Economy of scale
Inseparability
Skills need by entry level position
42. 48% - 50%
Concierge duties
% of food dollar spent away from home
Consumerism
Intangible
43. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Calculate RevPAR
Number 1 reason for travel
Person Trip
Two types of franchises
44. The quality of the food the guest is served - food safety - sanitation - food cost control
Calculate Check Average
Property management systems
Back of House Primary Responsibility
Downstairs guest interest
45. Reduced - free - low - healthy - light - lean - symbols - heart - apple
Travel Multiplier
Two best ways to increase profit
What terms are typical nutritional claims?
Moment of Truth
46. Allow customers to call a central - toll-free number and make a reservation with any property in the system
Central reservation systems
Calculate Average Room Rate
Franchise
What is a health claim?
47. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Downstairs guest interest
% of food dollar spent away from home
Calculate Average Room Rate
Person Trip
48. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Customer relationship management systems
Intangible
What terms are typical nutritional claims?
Home Meal Replacement
49. Serving our biological needs
Most common franchise in restaurant
Eating Market
Check Average
Inseparability
50. 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.
Franchise
Concierge duties
City Ledger
What terms are typical nutritional claims?
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