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. Prosumption; Customer involvement with the production of service.






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






3. 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






4. Guest room rental






5. 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






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






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






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






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. 1. Increase sales 2. Reduce costs






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






12. 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






13. 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.






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






17. 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






18. 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.






19. 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






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






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






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






23. 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.






24. 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.






25. Serving our biological needs






26. 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






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






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






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






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






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






32. 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






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






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






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






36. Technological methods of efficient property maintenance and management






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






38. 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


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






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






41. 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






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






43. 48% - 50%






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






45. Business format franchising






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






47. Guest satisfaction - personal service - accounting for sales






48. 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.






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






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