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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. Includes hotels & restaurants as well as many other types of institutions that offer shelter and/or food (& entertainment - etc.) to people away from home.
Hospitality Industry
Suggestive selling
Who is guest of on-site foodservice
Back of House Primary Responsibility
2. 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
New Product
Franchisee
Skills needed by a manager
Demographics
3. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets
New-to-world Products
Most common franchise in restaurant
Hospitality
Two ways to increase sales
4. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.
Global distribution systems
Who is guest of on-site foodservice
Two types of franchises
Skills need by entry level position
5. Visit family and friends
Inseparability
Customer relationship management systems
QSR
Number 1 reason for travel
6. Rooms revenue / Available rooms or paid occupancy percentage * ADR $18000 / 500 = $36 RevPAR
Calculate RevPAR
Customer relationship management systems
Yield Management
Skills needed by a manager
7. Participation rate
Trend in length of trips taken
How is success measured in on-site foodservice operations
Travel Multiplier
Downstairs guest interest
8. Average dollar amount of check - average sale per guest
Upstairs guest interest
PMS
Who is guest of on-site foodservice
Check Average
9. Technological methods of efficient property maintenance and management
Identify/Explain 3 types of service
Energy management systems
Suggestive selling
Key source of hotel revenue
10. Provide electronic connections between hotels and other travel-related companies
Global distribution systems
Calculate Occupancy Rate
Number 1 reason for travel
Franchisee
11. 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.
Who is client of on-site foodservice
Customer relationship management systems
Economy of scale
Service
12. 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
Property management systems
Yield Management
Identify/Explain 3 types of service
13. 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
Skills need by entry level position
Travel Multiplier
Concierge duties
14. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Property management systems
Global distribution systems
How is success measured in on-site foodservice operations
Customer relationship management systems
15. The study of objectively measurable characteristics of our population - such as age and income
Moment of Truth
Secondary Destination
Central reservation systems
Demographics
16. The product (service) can be touched or felt
Property management systems
City Ledger
Tourism industry
Tangible
17. 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.
Yield Management
Tangible
Travel Multiplier
Eatertainment
18. Serving our social needs
Two ways to increase sales
Franchise
Home Meal Replacement
Dining Market
19. Allow customers to call a central - toll-free number and make a reservation with any property in the system
What terms are typical nutritional claims?
Skills needed by a manager
Central reservation systems
SMERF
20. The person who applies to productive work ideas - concepts - and information
Dietary Schizophrenia
Consumerism
Knowledge Worker
House Ledger
21. Total dollar sales / Number of guests served during the period
New Product
Calculate Average Room Rate
Job Benefit Mix
Calculate Check Average
22. Reduced - free - low - healthy - light - lean - symbols - heart - apple
What terms are typical nutritional claims?
Consumerism
Who is client of on-site foodservice
Two best ways to increase profit
23. More you buy the cheaper it is - Purchasing economies
Economy of scale
Calculate Check Average
Customer relationship management systems
Upstairs guest interest
24. 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
Global distribution systems
Consumerism
Travel Multiplier
4 P's of the Marketing Mix
25. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
% of food dollar spent away from home
Eating Market
What is a health claim?
Calculate Average Room Rate
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
Downstairs guest interest
City Ledger
Eating Market
Energy management systems
27. The collection of productive businesses and government organizations that serve the traveler away from home.
House Ledger
Secondary Destination
Tourism industry
Food and beverage retail management systems include
28. Guest satisfaction - personal service - accounting for sales
Person Trip
Home Meal Replacement
Key source of hotel revenue
Front of House Primary Responsibility
29. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
Travel Multiplier
Yield Management
SMERF
Eatertainment
30. Made up of both money and knowledge to be gained from any job
Eatertainment
Check Average
Job Benefit Mix
Who is client of on-site foodservice
31. 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.
Eatertainment
Primary Destination
% of food dollar spent away from home
Calculate RevPAR
32. Number of guests
Knowledge Worker
PMS
Dietary Schizophrenia
Covers
33. The attributes (of service) that the customer cannot grasp with any of the five senses.
Market Segmentation
Economy of scale
Intangible
Front of House Primary Responsibility
34. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
QSR
Skills needed by a manager
Downstairs guest interest
How much waste does the average American generate in one day
35. Most are 1-2 nights in duration - combining business and pleasure
Travel Multiplier
Intangible
New-to-world Products
Trend in length of trips taken
36. 1. Increase sales 2. Reduce costs
Franchisee
Two best ways to increase profit
Trend in length of trips taken
Global distribution systems
37. 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
Eatertainment
Most common franchise in restaurant
Market Segmentation
Moment of Truth
38. 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
39. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
House Ledger
Calculate Check Average
Calculate Occupancy Rate
Food and beverage retail management systems include
40. Serving our biological needs
Eatertainment
Calculate RevPAR
Eating Market
Suggestive selling
41. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Identify/Explain 3 types of service
Who is guest of on-site foodservice
Calculate Average Room Rate
Market Segmentation
42. Guest room rental
Identify/Explain 3 types of service
Franchise
Trend in length of trips taken
Key source of hotel revenue
43. 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.
% of food dollar spent away from home
Key source of hotel revenue
Hospitality
Skills need by entry level position
44. Kept at front desk is made up of bills owed by guests in the house.
Demographics
Secondary Destination
House Ledger
QSR
45. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Hospitality Industry
Check Average
Upstairs guest interest
City Ledger
46. 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
Knowledge Worker
Tourism industry
Identify/Explain 3 types of service
Travel Multiplier
47. One person taking a trip 100 miles or more from home
Franchise
Person Trip
Two types of franchises
Food and beverage retail management systems include
48. 4 pounds per person per day
Dietary Schizophrenia
How much waste does the average American generate in one day
QSR
Customer relationship management systems
49. Provide guest service and information. Knows the right restaurant - best shows - and can get reservations or tickets
Concierge duties
Downstairs guest interest
Psychographics
Global distribution systems
50. The institution (bank - university - etc.) along with its managers and policy makers
House Ledger
Tourism industry
Two ways to increase sales
Who is client of on-site foodservice