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Test your basic knowledge |
Principles Of Hospitality
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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. 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
Market Segmentation
Primary Destination
Food and beverage retail management systems include
Downstairs guest interest
2. Kept at front desk is made up of bills owed by guests in the house.
House Ledger
Franchisee
Economy of scale
Dietary Schizophrenia
3. Visit family and friends
Eatertainment
Market Segmentation
Number 1 reason for travel
PMS
4. People's different patterns of activities - interests and opinions.
Back of House Primary Responsibility
Travel Multiplier
Primary Destination
Psychographics
5. 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.
Skills need by entry level position
How much waste does the average American generate in one day
City Ledger
Travel Multiplier
6. Serving our biological needs
QSR
New-to-world Products
Eating Market
Economy of scale
7. One person taking a trip 100 miles or more from home
Number 1 reason for travel
Person Trip
Knowledge Worker
QSR
8. Rooms Sold / Total Rooms Available 300 / 500 = 60%
Calculate Occupancy Rate
Calculate Check Average
Key source of hotel revenue
QSR
9. The quality of the food the guest is served - food safety - sanitation - food cost control
Front of House Primary Responsibility
% of food dollar spent away from home
House Ledger
Back of House Primary Responsibility
10. Charges made by guests after checked out & charges by other persons not hotel guests
Travel Multiplier
City Ledger
Franchise
Skills need by entry level position
11. 48% - 50%
Suggestive selling
Tangible
% of food dollar spent away from home
Hospitality Industry
12. 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
Two ways to increase sales
Identify/Explain 3 types of service
Calculate Check Average
Two best ways to increase profit
13. The product (service) can be touched or felt
Psychographics
Tangible
Eating Market
Job Benefit Mix
14. Prosumption; Customer involvement with the production of service.
Skills needed by a manager
Identify/Explain 3 types of service
Inseparability
% of food dollar spent away from home
15. The person who applies to productive work ideas - concepts - and information
Knowledge Worker
Person Trip
Eating Market
SMERF
16. 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
Hospitality
Calculate Check Average
Home Meal Replacement
Two best ways to increase profit
17. 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.
Dietary Schizophrenia
Number 1 reason for travel
SMERF
Front of House Primary Responsibility
18. 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.
Travel Multiplier
Consumerism
Franchise
Demographics
19. 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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20. 1. Increase sales 2. Reduce costs
Two best ways to increase profit
Food and beverage retail management systems include
How is success measured in on-site foodservice operations
Person Trip
21. 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
Moment of Truth
Who is client of on-site foodservice
Yield Management
Downstairs guest interest
22. 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.
What is a health claim?
Front of House Primary Responsibility
City Ledger
Eatertainment
23. 4 pounds per person per day
Travel Multiplier
What is a health claim?
How is success measured in on-site foodservice operations
How much waste does the average American generate in one day
24. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
Consumerism
Travel Multiplier
What is a health claim?
Two ways to increase sales
25. Total dollar sales / Number of guests served during the period
Skills need by entry level position
How much waste does the average American generate in one day
Calculate Check Average
Trend in length of trips taken
26. The collection of productive businesses and government organizations that serve the traveler away from home.
How is success measured in on-site foodservice operations
Eating Market
Tourism industry
Front of House Primary Responsibility
27. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
Two ways to increase sales
Hospitality
Identify/Explain 3 types of service
28. The individual diner - patient - student - or resident.
Trend in length of trips taken
Calculate Check Average
Who is guest of on-site foodservice
Central reservation systems
29. 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.
PMS
Franchisee
Concierge duties
Consumerism
30. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
4 P's of the Marketing Mix
Calculate RevPAR
Two ways to increase sales
Economy of scale
31. A product new to that establishment's menu. Wendy's adding baked potato as an entree.
Central reservation systems
New Product
Home Meal Replacement
Psychographics
32. 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
Central reservation systems
PMS
Front of House Primary Responsibility
Calculate Average Room Rate
33. Provide electronic connections between hotels and other travel-related companies
Intangible
Eatertainment
Global distribution systems
Moment of Truth
34. 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
Dining Market
Who is guest of on-site foodservice
New-to-world Products
Yield Management
35. 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
Suggestive selling
New Product
Primary Destination
Consumerism
36. 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
Dining Market
Skills needed by a manager
Knowledge Worker
What is a health claim?
37. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
% of food dollar spent away from home
Customer relationship management systems
Energy management systems
Number 1 reason for travel
38. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Secondary Destination
Concierge duties
Hospitality
Calculate Average Room Rate
39. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
QSR
Tangible
Dining Market
Customer relationship management systems
40. Guest room rental
Consumerism
Who is client of on-site foodservice
Key source of hotel revenue
Inseparability
41. The institution (bank - university - etc.) along with its managers and policy makers
Travel Multiplier
Who is client of on-site foodservice
Energy management systems
What terms are typical nutritional claims?
42. 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
Yield Management
Dining Market
Primary Destination
43. Allow customers to call a central - toll-free number and make a reservation with any property in the system
Market Segmentation
Central reservation systems
New Product
Trend in length of trips taken
44. Made up of both money and knowledge to be gained from any job
Dining Market
Front of House Primary Responsibility
Tangible
Job Benefit Mix
45. Guest satisfaction - personal service - accounting for sales
Front of House Primary Responsibility
Customer relationship management systems
Dining Market
4 P's of the Marketing Mix
46. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets
Concierge duties
QSR
Knowledge Worker
Property management systems
47. 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.
Global distribution systems
Person Trip
House Ledger
Service
48. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.
Skills need by entry level position
4 P's of the Marketing Mix
Downstairs guest interest
New-to-world Products
49. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
Eating Market
Property management systems
Calculate RevPAR
Inseparability
50. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Number 1 reason for travel
Hospitality Industry
Global distribution systems
Suggestive selling