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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. Guest room rental






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






3. 4 pounds per person per day






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






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






6. Participation rate






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






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






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






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






11. Business format franchising






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






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






14. 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.






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






16. 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






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






18. Number of guests






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






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






21. 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.






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






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






24. 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.






25. 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






26. Visit family and friends






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






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






29. 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.






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. 48% - 50%






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






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






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






35. Guest satisfaction - personal service - accounting for sales






36. 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.






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






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






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






40. 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






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. Technological methods of efficient property maintenance and management






43. 1. Increase sales 2. Reduce costs






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






45. 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






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






47. 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






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






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






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