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. Prosumption; Customer involvement with the production of service.






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






3. 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






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






5. Guest satisfaction - personal service - accounting for sales






6. Technological methods of efficient property maintenance and management






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






8. 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.






9. 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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10. 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.






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






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






13. Serving our social needs






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






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






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






18. 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.






19. 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.






20. Serving our biological needs






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






22. 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






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






24. 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.






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






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






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






28. Business format franchising






29. 48% - 50%






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






32. 1. Increase sales 2. Reduce costs






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






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






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






36. 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






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






38. 4 pounds per person per day






39. 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.






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






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






42. 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






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






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






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






46. Participation rate






47. 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.






48. Guest room rental






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






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