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. 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.






2. Guest satisfaction - personal service - accounting for sales






3. Number of guests






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






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






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






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






8. Serving our social needs






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






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






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






12. Participation rate






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






14. 4 pounds per person per day






15. Serving our biological needs






16. 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






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






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






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






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






21. 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.






22. 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






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






24. Visit family and friends






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






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






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






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






29. 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






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






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






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






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






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






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






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






37. 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






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






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






40. 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






41. Technological methods of efficient property maintenance and management






42. 48% - 50%






43. Business format franchising






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






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






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






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






49. 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.






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