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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. Serving our biological needs
Psychographics
What terms are typical nutritional claims?
Most common franchise in restaurant
Eating Market
2. Guest room rental
Key source of hotel revenue
QSR
New Product
Skills need by entry level position
3. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Customer relationship management systems
Person Trip
Suggestive selling
Identify/Explain 3 types of service
4. 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.
Market Segmentation
Secondary Destination
Service
Primary Destination
5. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
QSR
Skills need by entry level position
PMS
Tourism industry
6. 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.
Secondary Destination
Central reservation systems
Franchisee
Tangible
7. A product new to that establishment's menu. Wendy's adding baked potato as an entree.
Eatertainment
Who is client of on-site foodservice
4 P's of the Marketing Mix
New Product
8. Business format franchising
Most common franchise in restaurant
Eating Market
Central reservation systems
Upstairs guest interest
9. 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
Trend in length of trips taken
Covers
City Ledger
Moment of Truth
10. Guest satisfaction - personal service - accounting for sales
QSR
Identify/Explain 3 types of service
Front of House Primary Responsibility
Yield Management
11. Most are 1-2 nights in duration - combining business and pleasure
Who is guest of on-site foodservice
Trend in length of trips taken
Yield Management
What is a health claim?
12. 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
New-to-world Products
Two types of franchises
Home Meal Replacement
Check Average
13. Total dollar sales / Number of guests served during the period
Skills needed by a manager
QSR
Psychographics
Calculate Check Average
14. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
New Product
Hospitality Industry
Yield Management
Two types of franchises
15. Provide electronic connections between hotels and other travel-related companies
Property management systems
Check Average
Global distribution systems
Dietary Schizophrenia
16. 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.
New Product
Franchise
Eating Market
Yield Management
17. Number of guests
Covers
Front of House Primary Responsibility
Inseparability
City Ledger
18. The study of objectively measurable characteristics of our population - such as age and income
Upstairs guest interest
Job Benefit Mix
QSR
Demographics
19. Visit family and friends
Intangible
Number 1 reason for travel
Most common franchise in restaurant
Secondary Destination
20. The person who applies to productive work ideas - concepts - and information
How is success measured in on-site foodservice operations
Knowledge Worker
Key source of hotel revenue
Check Average
21. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
What is a health claim?
Secondary Destination
Property management systems
Food and beverage retail management systems include
22. Touring - have a wide market & draw travelers from great distances - Grand Canyon - Disney World - Las Vegas
% of food dollar spent away from home
Downstairs guest interest
Two ways to increase sales
Primary Destination
23. Average dollar amount of check - average sale per guest
Intangible
Check Average
Two best ways to increase profit
Tangible
24. People's different patterns of activities - interests and opinions.
Property management systems
Psychographics
% of food dollar spent away from home
Hospitality Industry
25. Charges made by guests after checked out & charges by other persons not hotel guests
PMS
Economy of scale
City Ledger
SMERF
26. 4 pounds per person per day
Back of House Primary Responsibility
How much waste does the average American generate in one day
% of food dollar spent away from home
Front of House Primary Responsibility
27. Made up of both money and knowledge to be gained from any job
How is success measured in on-site foodservice operations
Job Benefit Mix
QSR
Consumerism
28. The individual diner - patient - student - or resident.
Person Trip
Who is guest of on-site foodservice
Covers
Skills need by entry level position
29. The institution (bank - university - etc.) along with its managers and policy makers
Hospitality
Travel Multiplier
Who is client of on-site foodservice
Food and beverage retail management systems include
30. 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.
New-to-world Products
What is a health claim?
Market Segmentation
House Ledger
31. The collection of productive businesses and government organizations that serve the traveler away from home.
Two types of franchises
Tourism industry
Who is guest of on-site foodservice
House Ledger
32. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets
Inseparability
Concierge duties
Person Trip
Number 1 reason for travel
33. 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
Front of House Primary Responsibility
Skills need by entry level position
Skills needed by a manager
Most common franchise in restaurant
34. 48% - 50%
Suggestive selling
Hospitality
% of food dollar spent away from home
Dining Market
35. Technological methods of efficient property maintenance and management
Energy management systems
City Ledger
New-to-world Products
Person Trip
36. 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
Trend in length of trips taken
Suggestive selling
Identify/Explain 3 types of service
Energy management systems
37. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Consumerism
Upstairs guest interest
Calculate Check Average
Covers
38. Participation rate
Skills need by entry level position
New-to-world Products
Property management systems
How is success measured in on-site foodservice operations
39. 1. Product or trade name franchising 2. Business format franchising
Two types of franchises
Key source of hotel revenue
Hospitality Industry
New-to-world Products
40. More you buy the cheaper it is - Purchasing economies
Economy of scale
Property management systems
New-to-world Products
Market Segmentation
41. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
Number 1 reason for travel
Calculate Occupancy Rate
% of food dollar spent away from home
42. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Calculate Average Room Rate
Number 1 reason for travel
% of food dollar spent away from home
Yield Management
43. 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
Who is guest of on-site foodservice
% of food dollar spent away from home
Downstairs guest interest
Calculate Average Room Rate
44. Serving our social needs
Consumerism
Tourism industry
Dining Market
Eating Market
45. The quality of the food the guest is served - food safety - sanitation - food cost control
Calculate Check Average
Back of House Primary Responsibility
New-to-world Products
Suggestive selling
46. 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
Yield Management
SMERF
Hospitality
Two ways to increase sales
47. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Hospitality
Front of House Primary Responsibility
Dietary Schizophrenia
Calculate RevPAR
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
Skills needed by a manager
Primary Destination
PMS
Dietary Schizophrenia
49. Kept at front desk is made up of bills owed by guests in the house.
Person Trip
House Ledger
Tangible
Dietary Schizophrenia
50. 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