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. Visit family and friends






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






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






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






5. 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






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






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






8. 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.






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






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






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






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






13. 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






14. 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






15. 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


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






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






18. Participation rate






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






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






22. Serving our biological needs






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






24. 1. Increase sales 2. Reduce costs






25. 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.






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






27. Business format franchising






28. 4 pounds per person per day






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






31. 48% - 50%






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






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






34. 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.






35. 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






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






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






38. 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






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






40. Serving our social needs






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






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






43. Guest room rental






44. Technological methods of efficient property maintenance and management






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. Guest satisfaction - personal service - accounting for sales






47. 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.






48. 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






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






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