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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. 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






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






3. 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.






4. 48% - 50%






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






6. 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.






7. 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






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






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






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






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






12. Business format franchising






13. Serving our social needs






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






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






16. 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






17. Guest room rental






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






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






20. 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






21. 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






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






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






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






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






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






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






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






30. Guest satisfaction - personal service - accounting for sales






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






32. 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






33. Number of guests






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






35. Serving our biological needs






36. 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.






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






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






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






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






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






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






43. 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






44. 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.






45. 4 pounds per person per day






46. Technological methods of efficient property maintenance and management






47. 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.






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






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






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