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






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






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






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






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






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






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






8. 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






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






10. Serving our social needs






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






12. 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






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






14. 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.






15. 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.






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






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






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






19. Guest room rental






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






21. Number of guests






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






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






24. 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.






25. 4 pounds per person per day






26. Technological methods of efficient property maintenance and management






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






28. 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.






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






30. 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.






31. 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






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






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






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






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






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






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






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






39. 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.






40. 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


41. Business format franchising






42. 1. Increase sales 2. Reduce costs






43. 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






44. Serving our biological needs






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






46. 48% - 50%






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






48. 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






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






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