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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. 48% - 50%






2. Guest room rental






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






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






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






6. 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






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






8. 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.






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






10. 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






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






12. 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






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






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






15. Number of guests






16. 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






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






18. 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.






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






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






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






22. 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.






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






24. 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.






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






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






27. Business format franchising






28. Technological methods of efficient property maintenance and management






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






30. 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






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






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






33. Guest satisfaction - personal service - accounting for sales






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






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






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






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






38. Serving our biological needs






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






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






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






42. Serving our social needs






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






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






45. 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






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






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






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






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