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. 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






2. 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






3. 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






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






5. Visit family and friends






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






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






8. Guest room rental






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






10. 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.






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






12. 48% - 50%






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






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






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






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






17. 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






18. 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






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






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






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






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






23. 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.






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. Participation rate






26. 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.






27. 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.






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






29. 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


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






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






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






33. Serving our social needs






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






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






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






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






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






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






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






41. 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.






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






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






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






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






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






47. 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






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






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






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