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. 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






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






3. Visit family and friends






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






5. 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.






6. Serving our biological needs






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






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






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






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






11. 48% - 50%






12. 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






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






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






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






16. 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






17. 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.






18. 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.






19. 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

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20. 1. Increase sales 2. Reduce costs






21. 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






22. 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.






23. 4 pounds per person per day






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






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






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






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






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






29. 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.






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






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






32. 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






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






34. 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






35. 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






36. 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






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






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






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






40. Guest room rental






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






42. 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.






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






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






45. Guest satisfaction - personal service - accounting for sales






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






47. 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.






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






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






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