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






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






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






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






5. 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.






6. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets






7. 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.






8. 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






9. Participation rate






10. 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






11. Visit family and friends






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






13. 48% - 50%






14. 1. Increase sales 2. Reduce costs






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






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






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






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






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






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






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






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






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






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






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






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






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






28. 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






29. 4 pounds per person per day






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






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






32. Serving our biological needs






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






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






35. 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.






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






37. Guest room rental






38. 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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39. Guest satisfaction - personal service - accounting for sales






40. Business format franchising






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






42. 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.






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






44. 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






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






46. 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






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






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






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






50. 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.