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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. 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






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






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






4. 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






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






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






7. Serving our biological needs






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






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






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






11. 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.






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






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






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






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






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






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






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






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






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






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






22. 48% - 50%






23. 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.






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






25. Serving our social needs






26. 1. Increase sales 2. Reduce costs






27. 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.






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






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






30. 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






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






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






33. 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






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






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






36. 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.






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






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






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






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






41. Visit family and friends






42. 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


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






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






45. 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






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






47. Guest satisfaction - personal service - accounting for sales






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. 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.






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