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. Guest satisfaction - personal service - accounting for sales






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






3. 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






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






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






6. 4 pounds per person per day






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






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






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






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






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






12. 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.






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






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






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






17. Guest room rental






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






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






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






21. 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






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






23. 1. Increase sales 2. Reduce costs






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






25. 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.






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






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






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






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






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






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






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






34. Technological methods of efficient property maintenance and management






35. 48% - 50%






36. 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.






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






38. 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






39. 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.






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






41. 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






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






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






44. Participation rate






45. 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.






46. Business format franchising






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






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






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






50. 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