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






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






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






4. Business format franchising






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






6. Serving our biological needs






7. Visit family and friends






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






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






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






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






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






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






14. 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.






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






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






17. 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.






18. 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


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






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






21. Participation rate






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






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






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






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






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






27. 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






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






29. 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.






30. 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






31. 4 pounds per person per day






32. Guest satisfaction - personal service - accounting for sales






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






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






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






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. 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






38. Guest room rental






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






40. 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.






41. 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






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






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






44. Number of guests






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






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






47. 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






48. 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.






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. 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