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






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






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






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






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






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






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






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






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






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






11. 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.






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






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






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






15. 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






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






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






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






19. Technological methods of efficient property maintenance and management






20. 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.






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






22. 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.






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






24. 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


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






26. 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






27. 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






28. Business format franchising






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






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






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






32. 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.






33. Serving our social needs






34. 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.






35. 1. Increase sales 2. Reduce costs






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






37. 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.






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






39. Participation rate






40. 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.






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






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






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






44. 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






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






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






47. 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






48. 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






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






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