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. 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






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






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






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






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






8. 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.






9. 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.






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






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






12. 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.






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






14. Number of guests






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






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






17. Participation rate






18. Serving our biological needs






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






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






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






22. 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






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






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






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






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






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






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






29. 48% - 50%






30. Business format franchising






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






32. 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






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






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






35. 1. Increase sales 2. Reduce costs






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






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






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






39. 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.






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






41. 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.






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






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






44. Serving our social needs






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






46. 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






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






48. Guest satisfaction - personal service - accounting for sales






49. 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.






50. 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