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Principles Of Hospitality

Subject : hospitality
Instructions:
  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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. 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.






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






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






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






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






6. 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






7. 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.






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






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






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






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






12. 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.






13. 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






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






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






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






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






18. 4 pounds per person per day






19. 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






20. Guest room rental






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






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






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






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






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






26. 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.






27. Number of guests






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






29. Business format franchising






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






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






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






33. Technological methods of efficient property maintenance and management






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






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






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






37. Guest satisfaction - personal service - accounting for sales






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






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






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. 1. Increase sales 2. Reduce costs






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

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






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






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






46. 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.






47. 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.






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






49. 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






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







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