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. 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






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






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






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






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






6. 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






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






8. Business format franchising






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






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






11. Visit family and friends






12. 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.






13. 1. Increase sales 2. Reduce costs






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






15. 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.






16. 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






17. 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.






18. 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.






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






20. 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






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






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






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






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






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






26. 4 pounds per person per day






27. Technological methods of efficient property maintenance and management






28. Guest room rental






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






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






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






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






33. 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






34. Serving our biological needs






35. 48% - 50%






36. Number of guests






37. 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.






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






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






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






41. 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


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






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






44. 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






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






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






47. 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






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






49. Participation rate






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