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






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






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






4. 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






5. Visit family and friends






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






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






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






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. 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






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






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






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






14. 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






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






16. 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.






17. Technological methods of efficient property maintenance and management






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






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






20. 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.






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






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






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






24. 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.






25. Number of guests






26. 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.






27. Business format franchising






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






29. 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






30. 1. Increase sales 2. Reduce costs






31. 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






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






33. 48% - 50%






34. 4 pounds per person per day






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






36. Participation rate






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






38. 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






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






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






41. Guest satisfaction - personal service - accounting for sales






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






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






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






45. 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.






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






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






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






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






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