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Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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 collection of productive businesses and government organizations that serve the traveler away from home.






2. 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






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






4. 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






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






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






7. 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






8. Guest satisfaction - personal service - accounting for sales






9. Number of guests






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






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






12. Serving our social needs






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






14. 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






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






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






17. 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.






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






19. 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






20. 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.






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






22. 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.






23. Participation rate






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






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






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






27. 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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28. 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.






29. 4 pounds per person per day






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






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






32. 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






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






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






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






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






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






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






39. Technological methods of efficient property maintenance and management






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






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






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






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






44. 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






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






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






47. 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.






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






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






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







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