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Test your basic knowledge |
Principles Of Hospitality
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Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
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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 reception & entertainment of guests - visitors - or strangers with liberality and goodwill. Institutions that offer shelter - food - or both to people away from home. Hotels - restaurants - casinos - attractions - etc.
Covers
Hospitality
Job Benefit Mix
Skills need by entry level position
2. Touring - have a wide market & draw travelers from great distances - Grand Canyon - Disney World - Las Vegas
Upstairs guest interest
Primary Destination
Market Segmentation
Global distribution systems
3. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Calculate Average Room Rate
Two ways to increase sales
Upstairs guest interest
% of food dollar spent away from home
4. Prosumption; Customer involvement with the production of service.
Central reservation systems
Skills needed by a manager
Franchise
Inseparability
5. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Upstairs guest interest
Calculate Average Room Rate
Concierge duties
Suggestive selling
6. 4 pounds per person per day
Tangible
How much waste does the average American generate in one day
Front of House Primary Responsibility
Most common franchise in restaurant
7. Average dollar amount of check - average sale per guest
New-to-world Products
Check Average
Central reservation systems
Inseparability
8. Charges made by guests after checked out & charges by other persons not hotel guests
City Ledger
Franchise
New-to-world Products
How much waste does the average American generate in one day
9. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
Identify/Explain 3 types of service
SMERF
Intangible
What terms are typical nutritional claims?
10. Stopover - draw people from nearby areas or induce people to stop on the way by - Sports centers - zoos & aquariums - museums
Concierge duties
Skills need by entry level position
Person Trip
Secondary Destination
11. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
City Ledger
Concierge duties
% of food dollar spent away from home
12. Serving our social needs
Dining Market
Market Segmentation
What is a health claim?
SMERF
13. One person taking a trip 100 miles or more from home
What terms are typical nutritional claims?
Calculate Average Room Rate
Market Segmentation
Person Trip
14. 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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15. 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
Food and beverage retail management systems include
Tourism industry
Calculate Average Room Rate
Moment of Truth
16. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Psychographics
Hospitality Industry
Eating Market
4 P's of the Marketing Mix
17. Reduced - free - low - healthy - light - lean - symbols - heart - apple
Customer relationship management systems
Consumerism
Front of House Primary Responsibility
What terms are typical nutritional claims?
18. Total dollar sales / Number of guests served during the period
Economy of scale
Calculate Check Average
Who is client of on-site foodservice
Check Average
19. 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.
House Ledger
Trend in length of trips taken
Key source of hotel revenue
Travel Multiplier
20. 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.
Market Segmentation
Tangible
Job Benefit Mix
Trend in length of trips taken
21. The individual diner - patient - student - or resident.
Calculate Average Room Rate
Hospitality Industry
Dietary Schizophrenia
Who is guest of on-site foodservice
22. Guest room rental
PMS
Eatertainment
Key source of hotel revenue
Hospitality Industry
23. Business format franchising
Most common franchise in restaurant
Upstairs guest interest
Calculate Average Room Rate
Calculate Check Average
24. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.
Global distribution systems
Who is guest of on-site foodservice
Downstairs guest interest
Skills need by entry level position
25. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
Downstairs guest interest
Back of House Primary Responsibility
What is a health claim?
Inseparability
26. Serving our biological needs
Eating Market
Downstairs guest interest
Service
Covers
27. 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
Consumerism
QSR
Property management systems
Customer relationship management systems
28. 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
Home Meal Replacement
QSR
Tangible
Suggestive selling
29. 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
Calculate RevPAR
QSR
Skills needed by a manager
Energy management systems
30. 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
Calculate RevPAR
Two ways to increase sales
Secondary Destination
PMS
31. Provide electronic connections between hotels and other travel-related companies
Concierge duties
Travel Multiplier
Global distribution systems
Primary Destination
32. 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.
Home Meal Replacement
Eatertainment
Who is guest of on-site foodservice
% of food dollar spent away from home
33. People's different patterns of activities - interests and opinions.
Who is guest of on-site foodservice
PMS
Psychographics
Trend in length of trips taken
34. 1. Product or trade name franchising 2. Business format franchising
Skills needed by a manager
Two types of franchises
Calculate RevPAR
Skills need by entry level position
35. 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
Calculate Occupancy Rate
Identify/Explain 3 types of service
Market Segmentation
PMS
36. 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
Travel Multiplier
City Ledger
Suggestive selling
Downstairs guest interest
37. The study of objectively measurable characteristics of our population - such as age and income
How much waste does the average American generate in one day
Suggestive selling
Demographics
Who is client of on-site foodservice
38. Allow customers to call a central - toll-free number and make a reservation with any property in the system
Most common franchise in restaurant
Economy of scale
Central reservation systems
Trend in length of trips taken
39. The collection of productive businesses and government organizations that serve the traveler away from home.
How is success measured in on-site foodservice operations
Tourism industry
Hospitality
Psychographics
40. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
Economy of scale
4 P's of the Marketing Mix
QSR
Two types of franchises
41. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Covers
Market Segmentation
4 P's of the Marketing Mix
Calculate RevPAR
42. The attributes (of service) that the customer cannot grasp with any of the five senses.
Intangible
What is a health claim?
Demographics
Energy management systems
43. Most are 1-2 nights in duration - combining business and pleasure
Service
Inseparability
Primary Destination
Trend in length of trips taken
44. Technological methods of efficient property maintenance and management
Skills need by entry level position
Energy management systems
Knowledge Worker
Economy of scale
45. Rooms Sold / Total Rooms Available 300 / 500 = 60%
Tangible
Calculate Occupancy Rate
Who is client of on-site foodservice
City Ledger
46. The institution (bank - university - etc.) along with its managers and policy makers
Front of House Primary Responsibility
Moment of Truth
Who is client of on-site foodservice
Calculate Check Average
47. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Travel Multiplier
Who is guest of on-site foodservice
Calculate Average Room Rate
Customer relationship management systems
48. Guest satisfaction - personal service - accounting for sales
QSR
Front of House Primary Responsibility
Customer relationship management systems
Knowledge Worker
49. 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.
Franchisee
Global distribution systems
Hospitality Industry
Secondary Destination
50. Number of guests
Covers
SMERF
Two best ways to increase profit
Food and beverage retail management systems include
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