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






2. Serving our social needs






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






4. Technological methods of efficient property maintenance and management






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






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






7. 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.






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






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






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






11. 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


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






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






14. 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






15. 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






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






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






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






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






20. 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






21. 1. Increase sales 2. Reduce costs






22. Guest room rental






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






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






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






26. 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






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






28. Business format franchising






29. Number of guests






30. 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.






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






32. 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.






33. 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






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






35. 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.






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






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






38. 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






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






40. 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.






41. Serving our biological needs






42. Guest satisfaction - personal service - accounting for sales






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






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






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






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






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






48. 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






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






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






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