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






2. 1. Increase sales 2. Reduce costs






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






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






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






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






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






8. Guest satisfaction - personal service - accounting for sales






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






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






11. Number of guests






12. 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






13. 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.






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






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






16. 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






17. 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






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






19. 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






20. Serving our biological needs






21. 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






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






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






24. 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.






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






26. 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.






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






28. 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.






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






30. 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


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






32. Made up of both money and knowledge to be gained from any job






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






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






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






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






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. Visit family and friends






39. 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.






40. Participation rate






41. 4 pounds per person per day






42. Business format franchising






43. Technological methods of efficient property maintenance and management






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






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






46. 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.






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






48. 48% - 50%






49. 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.






50. 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