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. 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






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






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






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






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






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






8. 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.






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






11. Guest satisfaction - personal service - accounting for sales






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






14. 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






15. 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






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






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






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






19. 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.






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






21. 48% - 50%






22. 1. Increase sales 2. Reduce costs






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






24. Business format franchising






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






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






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






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






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






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






32. 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


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






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






35. 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.






36. Participation rate






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






38. 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






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






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






41. Serving our social needs






42. 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






43. 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.






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






45. Number of guests






46. Serving our biological needs






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






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






49. 4 pounds per person per day






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