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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. 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






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






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






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






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.






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






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






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






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






10. 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






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






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






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






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






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






16. 4 pounds per person per day






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






18. Technological methods of efficient property maintenance and management






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






20. 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






21. Participation rate






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






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






24. 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.






25. Serving our social needs






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






27. 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.






28. 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.






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






30. 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.






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






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






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






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






35. Business format franchising






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






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






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






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






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






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






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






43. 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






44. 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






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






46. Guest satisfaction - personal service - accounting for sales






47. Guest room rental






48. 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






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






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







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