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






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






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






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






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






6. Participation rate






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






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






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






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






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






12. 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






13. 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






14. 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






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






16. 1. Increase sales 2. Reduce costs






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






18. Technological methods of efficient property maintenance and management






19. 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






20. 48% - 50%






21. 4 pounds per person per day






22. 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






23. 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.






24. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's






25. 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






26. Serving our biological needs






27. Guest room rental






28. 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.






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






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






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






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






33. Business format franchising






34. 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


35. 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.






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






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






39. 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.






40. 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






41. 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.






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






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






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






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






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






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






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






49. 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.






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