Test your basic knowledge |

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






2. Serving our social needs






3. 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






4. Visit family and friends






5. 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






6. Business format franchising






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






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






9. 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






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






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






12. 1. Increase sales 2. Reduce costs






13. Technological methods of efficient property maintenance and management






14. 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.






15. 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






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






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






18. 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






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






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






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






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






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






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






26. 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.






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






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






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






30. 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.






31. 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.






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






33. Serving our biological needs






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






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






36. Guest room rental






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






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






39. A product that has not been served before commercially - Egg McMuffin & Chicken McNuggets






40. 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






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






42. Guest satisfaction - personal service - accounting for sales






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. Average dollar amount of check - average sale per guest






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






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






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






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






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






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