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






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






3. Guest satisfaction - personal service - accounting for sales






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






5. Technological methods of efficient property maintenance and management






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






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






8. 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






9. Visit family and friends






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






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






12. Participation rate






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






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






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






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






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.






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






19. Business format franchising






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






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






22. 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






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






24. 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






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






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. 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.






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






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






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






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






32. 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






33. 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






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






35. 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.






36. Guest room rental






37. 4 pounds per person per day






38. 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.






39. Number of guests






40. 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.






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






42. 48% - 50%






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






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






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






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






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






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






49. Serving our biological needs






50. 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.







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