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






2. Participation rate






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






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






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






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






7. 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.






8. 1. Increase sales 2. Reduce costs






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






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






11. 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






12. 4 pounds per person per day






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






14. 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.






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






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






17. Serving our biological needs






18. Serving our social needs






19. Number of guests






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






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






22. Guest room rental






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






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






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






26. Business format franchising






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






28. 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.






29. 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.






30. 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






31. 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


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






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






34. 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.






35. 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.






36. Guest satisfaction - personal service - accounting for sales






37. Technological methods of efficient property maintenance and management






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






39. 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






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






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






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






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






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






45. 48% - 50%






46. 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






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






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






49. 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.






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