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






2. Guest satisfaction - personal service - accounting for sales






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






4. 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

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






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






7. 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.






8. 48% - 50%






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






10. 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






11. 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






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






13. 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.






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






15. 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






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






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






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






19. 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.






20. 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






21. 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






22. 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






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






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






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






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






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






28. Business format franchising






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






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






31. Number of guests






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






33. Visit family and friends






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






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






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






37. 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.






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






39. 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.






40. 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






41. 1. Increase sales 2. Reduce costs






42. 4 pounds per person per day






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






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






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






46. Participation rate






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






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






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






50. Technological methods of efficient property maintenance and management