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






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






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






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






5. 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






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






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






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






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






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






12. 1. Increase sales 2. Reduce costs






13. 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.






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






15. Guest room rental






16. Serving our social needs






17. Visit family and friends






18. 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.






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






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






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






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






23. 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






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






25. 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.






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






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






28. 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






29. 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.






30. Participation rate






31. 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






32. Serving our biological needs






33. Business format franchising






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






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






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






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






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






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






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






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






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






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






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






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






46. 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.






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






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






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







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