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






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






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






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






5. 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






6. 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.






7. 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






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






9. 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






10. 1. Increase sales 2. Reduce costs






11. Guest room rental






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






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






14. 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.






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






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






17. 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






18. Participation rate






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






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






21. 48% - 50%






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






23. 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.






24. 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.






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






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






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






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






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






30. 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.






31. Business format franchising






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






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






34. 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






35. 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






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






37. Number of guests






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






39. 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.






40. 4 pounds per person per day






41. Serving our social needs






42. 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






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






44. 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.






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






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






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






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






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






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