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






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






3. Visit family and friends






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






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






6. 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


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






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






9. 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.






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






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






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






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






14. 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






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






16. Serving our social needs






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






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






19. Participation rate






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






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






22. 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






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






24. 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.






25. 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.






26. Business format franchising






27. 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.






28. Technological methods of efficient property maintenance and management






29. 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






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






31. 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






32. Number of guests






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






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






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






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






37. 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






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






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






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. 48% - 50%






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






43. 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






44. 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.






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






46. Guest room rental






47. 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






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. Guest satisfaction - personal service - accounting for sales






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