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. Prosumption; Customer involvement with the production of service.






3. Technological methods of efficient property maintenance and management






4. 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






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






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






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






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






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






12. 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






13. 4 pounds per person per day






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






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






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






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






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






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






22. Visit family and friends






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






24. 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.






25. 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.






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






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






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






29. Serving our biological needs






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






31. 48% - 50%






32. 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.






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






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






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






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






37. 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


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






39. 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.






40. 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






41. Participation rate






42. 1. Increase sales 2. Reduce costs






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






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






45. 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






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






47. Business format franchising






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






49. 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.






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