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. Technological methods of efficient property maintenance and management






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






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






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






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






7. 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






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






9. 4 pounds per person per day






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






11. 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






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






13. 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






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






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






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






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






18. 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.






19. 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






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






21. 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.






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






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






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






25. 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






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






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






28. 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.






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






30. 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.






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






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






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






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






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






36. Business format franchising






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






38. 48% - 50%






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






40. 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.






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






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






44. 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






45. 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


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






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






48. Serving our biological needs






49. Participation rate






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