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






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






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






4. 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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5. Sales - catering - purchasing - inventory - time - attendance - labor scheduling






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






7. 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.






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






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






10. 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






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






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






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






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






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






16. Guest room rental






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






18. 1. Increase sales 2. Reduce costs






19. 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.






20. Guest satisfaction - personal service - accounting for sales






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






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






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






24. 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






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






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






27. Serving our biological needs






28. 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.






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






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






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






32. 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.






33. 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






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






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






36. Participation rate






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






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






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






40. One person taking a trip 100 miles or more from home






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






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






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






44. 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






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






46. 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






47. 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






48. 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






49. Visit family and friends






50. 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.







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Can you answer 50 questions in 15 minutes?


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