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






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






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






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






5. 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






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






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






8. 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


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






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






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






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






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






14. 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






15. 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.






16. Technological methods of efficient property maintenance and management






17. 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






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






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






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






21. 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.






22. 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.






23. 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.






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






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






26. Serving our social needs






27. 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.






28. 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.






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






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






31. Guest satisfaction - personal service - accounting for sales






32. 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






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






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






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






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






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






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






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






41. 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.






42. 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






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






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






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






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






47. Business format franchising






48. 1. Increase sales 2. Reduce costs






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






50. Visit family and friends