Test your basic knowledge |

Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 20 minutes. 2 minutes extra for reading the instructions.
  • 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 quality of the food the guest is served - food safety - sanitation - food cost control






2. 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






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






4. 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.






5. Participation rate






6. 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.






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






8. 4 pounds per person per day






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






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






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






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






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






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






15. 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.






16. Technological methods of efficient property maintenance and management






17. Serving our social needs






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






19. Guest satisfaction - personal service - accounting for sales






20. 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






21. 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.






22. 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.






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






24. Number of guests






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






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






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






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






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






30. Business format franchising






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






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






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. 48% - 50%






35. Guest room rental






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






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






38. 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






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






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






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






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






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






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






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






46. 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






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






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






49. 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






50. 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.