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. 1. Increase sales 2. Reduce costs






2. 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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3. Average dollar amount of check - average sale per guest






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






5. 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






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






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






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






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






10. 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.






11. 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






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






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






14. Serving our biological needs






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






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






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






18. Visit family and friends






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






20. 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.






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






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






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






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






26. Business format franchising






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






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






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






30. 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






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






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






33. 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.






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






35. 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.






36. Number of guests






37. 48% - 50%






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






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






40. Guest satisfaction - personal service - accounting for sales






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






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






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






44. 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






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






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






47. 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.






48. Serving our social needs






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






50. 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