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Test your basic knowledge |
Principles Of Hospitality
Start Test
Study First
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. Prosumption; Customer involvement with the production of service.
Home Meal Replacement
Inseparability
Knowledge Worker
Most common franchise in restaurant
2. Allow customers to call a central - toll-free number and make a reservation with any property in the system
Primary Destination
Central reservation systems
How is success measured in on-site foodservice operations
Energy management systems
3. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
Two ways to increase sales
Calculate Occupancy Rate
Food and beverage retail management systems include
Eating Market
4. 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
Moment of Truth
Most common franchise in restaurant
Tourism industry
Consumerism
5. 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
Skills needed by a manager
Check Average
Calculate Occupancy Rate
Hospitality Industry
6. One person taking a trip 100 miles or more from home
Consumerism
Tourism industry
Calculate Check Average
Person Trip
7. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.
Skills need by entry level position
Service
Identify/Explain 3 types of service
Tourism industry
8. Provide electronic connections between hotels and other travel-related companies
Downstairs guest interest
Global distribution systems
Skills needed by a manager
Covers
9. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Covers
Economy of scale
Person Trip
Calculate Average Room Rate
10. The person who applies to productive work ideas - concepts - and information
Intangible
Knowledge Worker
Front of House Primary Responsibility
Concierge duties
11. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Calculate RevPAR
New-to-world Products
Skills needed by a manager
Global distribution systems
12. Charges made by guests after checked out & charges by other persons not hotel guests
City Ledger
What is a health claim?
SMERF
Service
13. Serving our social needs
Number 1 reason for travel
How is success measured in on-site foodservice operations
Dining Market
Knowledge Worker
14. 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
What terms are typical nutritional claims?
Energy management systems
Most common franchise in restaurant
Moment of Truth
15. 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.
Market Segmentation
Secondary Destination
Tourism industry
Calculate Occupancy Rate
16. The individual diner - patient - student - or resident.
Hospitality Industry
Calculate Occupancy Rate
Who is guest of on-site foodservice
Calculate RevPAR
17. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
Hospitality Industry
What is a health claim?
Consumerism
Secondary Destination
18. The collection of productive businesses and government organizations that serve the traveler away from home.
Who is guest of on-site foodservice
Tourism industry
Home Meal Replacement
New-to-world Products
19. People's different patterns of activities - interests and opinions.
Who is client of on-site foodservice
Psychographics
Suggestive selling
Concierge duties
20. The study of objectively measurable characteristics of our population - such as age and income
Property management systems
Demographics
Job Benefit Mix
QSR
21. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets
% of food dollar spent away from home
New-to-world Products
Two ways to increase sales
City Ledger
22. Rooms Sold / Total Rooms Available 300 / 500 = 60%
Person Trip
% of food dollar spent away from home
Calculate Occupancy Rate
Check Average
23. Most are 1-2 nights in duration - combining business and pleasure
Intangible
Calculate Check Average
Trend in length of trips taken
Food and beverage retail management systems include
24. Serving our biological needs
Check Average
Consumerism
Eating Market
Inseparability
25. Number of guests
Front of House Primary Responsibility
Key source of hotel revenue
Covers
Moment of Truth
26. 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.
Inseparability
Key source of hotel revenue
Franchise
Who is guest of on-site foodservice
27. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Skills need by entry level position
Consumerism
PMS
Hospitality Industry
28. Guest room rental
Moment of Truth
Key source of hotel revenue
QSR
Front of House Primary Responsibility
29. Visit family and friends
What terms are typical nutritional claims?
Franchise
Number 1 reason for travel
Consumerism
30. Touring - have a wide market & draw travelers from great distances - Grand Canyon - Disney World - Las Vegas
Yield Management
Calculate Occupancy Rate
Primary Destination
Eatertainment
31. 1. Product or trade name franchising 2. Business format franchising
Moment of Truth
City Ledger
Calculate Occupancy Rate
Two types of franchises
32. 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.
Psychographics
How much waste does the average American generate in one day
Eatertainment
What terms are typical nutritional claims?
33. 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
Calculate Average Room Rate
Yield Management
Two ways to increase sales
QSR
34. 1. Increase sales 2. Reduce costs
Market Segmentation
Travel Multiplier
Check Average
Two best ways to increase profit
35. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets
Most common franchise in restaurant
Eatertainment
Concierge duties
Who is client of on-site foodservice
36. The product (service) can be touched or felt
Franchisee
Tangible
Market Segmentation
Downstairs guest interest
37. Technological methods of efficient property maintenance and management
Downstairs guest interest
House Ledger
Market Segmentation
Energy management systems
38. 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.
% of food dollar spent away from home
Tangible
Travel Multiplier
Calculate Average Room Rate
39. Kept at front desk is made up of bills owed by guests in the house.
House Ledger
Number 1 reason for travel
Two ways to increase sales
Primary Destination
40. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Yield Management
Primary Destination
Two ways to increase sales
How is success measured in on-site foodservice operations
41. Average dollar amount of check - average sale per guest
Check Average
What terms are typical nutritional claims?
Upstairs guest interest
House Ledger
42. 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.
Dining Market
Service
% of food dollar spent away from home
What terms are typical nutritional claims?
43. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Inseparability
Global distribution systems
Knowledge Worker
Customer relationship management systems
44. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
SMERF
Central reservation systems
What is a health claim?
New Product
45. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Eatertainment
Hospitality Industry
4 P's of the Marketing Mix
Suggestive selling
46. More you buy the cheaper it is - Purchasing economies
Primary Destination
Calculate Average Room Rate
Yield Management
Economy of scale
47. The attributes (of service) that the customer cannot grasp with any of the five senses.
Intangible
Upstairs guest interest
Dietary Schizophrenia
Home Meal Replacement
48. 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
Property management systems
Travel Multiplier
PMS
Two ways to increase sales
49. Participation rate
Franchise
How is success measured in on-site foodservice operations
Psychographics
Covers
50. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
Covers
Property management systems
Intangible
QSR