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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. 4 pounds per person per day






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






3. 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.






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






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






6. 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






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






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






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






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






12. 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.






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






14. 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






15. Participation rate






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






17. Guest room rental






18. 48% - 50%






19. 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.






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






21. 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






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






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






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






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






26. 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


27. 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






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






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






30. Technological methods of efficient property maintenance and management






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






32. 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.






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






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






36. 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.






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






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






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. Visit family and friends






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






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






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






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






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






46. Made up of both money and knowledge to be gained from any job






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






48. 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






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






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