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. Number of guests






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






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






4. 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






5. 48% - 50%






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






7. 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






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






9. 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.






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






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






12. 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






13. 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.






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






15. 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






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






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






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






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






20. Technological methods of efficient property maintenance and management






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






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






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






24. Guest satisfaction - personal service - accounting for sales






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






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






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






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






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






30. 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






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






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






33. 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.






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






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






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






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






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






41. Participation rate






42. Business format franchising






43. 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.






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






45. 1. Increase sales 2. Reduce costs






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






47. 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.






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






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






50. 4 pounds per person per day