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. 48% - 50%






2. 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.






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






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






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






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






7. Technological methods of efficient property maintenance and management






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






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






10. 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.






11. 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.






12. 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.






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






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. Guest satisfaction - personal service - accounting for sales






16. Serving our biological needs






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






18. Visit family and friends






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






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






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. Average dollar amount of check - average sale per guest






23. 4 pounds per person per day






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






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






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






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






28. 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






29. 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






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






31. Participation rate






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






33. Guest room rental






34. 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






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






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






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






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






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






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. 1. Increase sales 2. Reduce costs






42. Number of guests






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






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






45. 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.






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






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






49. 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






50. 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