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. Serving our biological needs






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






3. 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.






4. 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.






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






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






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






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






9. 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.






10. Serving our social needs






11. 1. Increase sales 2. Reduce costs






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






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. 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






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






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






17. 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






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






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






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






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






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






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






24. Technological methods of efficient property maintenance and management






25. Visit family and friends






26. 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


27. Guest room rental






28. 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






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






30. Business format franchising






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






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






33. 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.






34. 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






35. 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.






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






37. Participation rate






38. 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






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






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






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






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






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






44. 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






45. Guest satisfaction - personal service - accounting for sales






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






47. 48% - 50%






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






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






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