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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. Visit family and friends






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






3. 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






4. Guest satisfaction - personal service - accounting for sales






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






6. Business format franchising






7. 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.






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






9. 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.






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






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






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






13. 1. Increase sales 2. Reduce costs






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






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






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






17. 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






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






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






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






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






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






23. Number of guests






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






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






26. 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.






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






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






29. 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.






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






31. Participation rate






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






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






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






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






36. 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.






37. 48% - 50%






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






39. 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.






40. 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.






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






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






43. 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






44. 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






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






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






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






48. 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






49. 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






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