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






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






4. 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






5. 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






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






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






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






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






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






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






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






13. Serving our social needs






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. 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.






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






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






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






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






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






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






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






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






24. Serving our biological needs






25. Number of guests






26. 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.






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






28. Guest room rental






29. Visit family and friends






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






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






32. 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.






33. 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






34. 1. Increase sales 2. Reduce costs






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






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






37. Technological methods of efficient property maintenance and management






38. 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.






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






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






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






42. 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.






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






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






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






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






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






48. 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






49. Participation rate






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