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. 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






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






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






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






5. 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






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






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






8. Number of guests






9. 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.






10. 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.






11. 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






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






13. Serving our social needs






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






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






16. Participation rate






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. Visit family and friends






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






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






21. 48% - 50%






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






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






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






25. 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


26. 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.






27. 1. Increase sales 2. Reduce costs






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






29. Serving our biological needs






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






31. 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






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






33. Guest room rental






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






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






36. 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.






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






38. 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






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






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






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






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






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






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






45. 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






46. Technological methods of efficient property maintenance and management






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






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






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






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