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






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






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






4. 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.






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






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






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






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






9. 1. Increase sales 2. Reduce costs






10. Serving our social needs






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






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






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






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






15. 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.






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






17. Guest room rental






18. 4 pounds per person per day






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






20. 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






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






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






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






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






25. Visit family and friends






26. Serving our biological needs






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






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






29. 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






30. 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.






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






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






33. 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.






34. 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






35. Guest satisfaction - personal service - accounting for sales






36. 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






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






38. Business format franchising






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






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






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






42. 48% - 50%






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






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






45. Participation rate






46. 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






47. 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.






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






49. 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.






50. 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