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. Prosumption; Customer involvement with the production of service.






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






3. 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.






4. 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






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






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






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






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






9. Technological methods of efficient property maintenance and management






10. Guest room rental






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






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






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






14. 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






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






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






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






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






19. Participation rate






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






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






22. Number of guests






23. Guest satisfaction - personal service - accounting for sales






24. 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.






25. 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






26. 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.






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






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






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






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






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






32. 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






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






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






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






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






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






39. 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.






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






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






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






43. Business format franchising






44. 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






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






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






47. Serving our social needs






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






49. 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.






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