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. 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.






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






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






4. 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.






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. 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






7. 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.






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






9. 4 pounds per person per day






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






11. Guest room rental






12. Serving our biological needs






13. Guest satisfaction - personal service - accounting for sales






14. Business format franchising






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






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






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






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






19. 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






20. 1. Increase sales 2. Reduce costs






21. 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






22. Visit family and friends






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






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






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






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






27. 48% - 50%






28. 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






29. 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.






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






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






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






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






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






35. 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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36. 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.






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






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






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






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






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






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






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






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






45. Participation rate






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






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






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






49. 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.






50. 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