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






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






3. 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.






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






5. 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






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






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






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






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






10. Participation rate






11. 4 pounds per person per day






12. Serving our social needs






13. Number of guests






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






15. 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.






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






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






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






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






20. 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






21. 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.






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






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






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






25. 48% - 50%






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






27. 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.






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






29. Serving our biological needs






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






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






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






33. Business format franchising






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






35. 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


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






37. 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






38. 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






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






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






41. 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






42. 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






43. Technological methods of efficient property maintenance and management






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






45. 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.






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






47. 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.






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






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