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






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






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






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






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






6. 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.






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






8. Technological methods of efficient property maintenance and management






9. Business format franchising






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






11. 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






12. 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.






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






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






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






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






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






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






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






20. 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






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






22. Serving our biological needs






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






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






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






26. Visit family and friends






27. 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.






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






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






30. 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






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






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






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






34. 4 pounds per person per day






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






36. 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






37. Serving our social needs






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






39. Number of guests






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






41. 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.






42. 48% - 50%






43. Participation rate






44. 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






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






46. 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.






47. 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






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






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






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







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