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. Average dollar amount of check - average sale per guest






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






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






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






5. Serving our biological needs






6. 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.






7. 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.






8. Participation rate






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






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






11. 1. Increase sales 2. Reduce costs






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






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






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






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






16. Guest room rental






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






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






19. 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






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






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






22. 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






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






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






25. 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.






26. Visit family and friends






27. Serving our social needs






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






29. Technological methods of efficient property maintenance and management






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






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






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






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






35. 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.






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






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






38. 4 pounds per person per day






39. 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






40. 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


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






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






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






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






45. Guest satisfaction - personal service - accounting for sales






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






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






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






49. 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.






50. 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.