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Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 15 minutes.
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  • 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. 4 pounds per person per day






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






3. 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






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






5. Serving our social needs






6. 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






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






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






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






10. Visit family and friends






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






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






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






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






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






16. 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






17. 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






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






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






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






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






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






23. 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.






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






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






26. Guest satisfaction - personal service - accounting for sales






27. Technological methods of efficient property maintenance and management






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






29. 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

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






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






32. 1. Increase sales 2. Reduce costs






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






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






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






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






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






39. 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






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






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






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






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






44. 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.






45. Serving our biological needs






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






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






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






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






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







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