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






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






3. 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.






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






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






6. Guest satisfaction - personal service - accounting for sales






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






8. 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






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






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






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






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






13. Participation rate






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






15. 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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16. 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.






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






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






19. 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






20. 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






21. 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.






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






23. Serving our biological needs






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






25. Visit family and friends






26. Guest room rental






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






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






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






30. 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.






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






32. 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






33. 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.






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






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






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






37. 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






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






39. 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.






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






41. 48% - 50%






42. Business format franchising






43. 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.






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






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






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






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






48. 1. Increase sales 2. Reduce costs






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






50. 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







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Can you answer 50 questions in 15 minutes?


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