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. 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






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






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. Visit family and friends






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






6. 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






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






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






9. Technological methods of efficient property maintenance and management






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






11. 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






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






13. Guest satisfaction - personal service - accounting for sales






14. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's






15. 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






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






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






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






19. 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.






20. 1. Increase sales 2. Reduce costs






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






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






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






24. 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.






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






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






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






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






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






30. 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.






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






32. 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






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






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






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






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






37. 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






38. Serving our social needs






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






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






41. 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






42. Participation rate






43. 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.






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






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






46. 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.






47. 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






48. Business format franchising






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






50. 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