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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. Number of guests






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






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






4. 4 pounds per person per day






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. 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


7. 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






8. 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






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






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






11. 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






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






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






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






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






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






17. Serving our social needs






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






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






20. 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.






21. Guest room rental






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






23. Technological methods of efficient property maintenance and management






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






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






26. Participation rate






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






28. Most are 1-2 nights in duration - combining business and pleasure






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






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






31. Business format franchising






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






33. 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.






34. 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.






35. 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






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






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






38. Visit family and friends






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






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






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






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






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






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






45. 48% - 50%






46. 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.






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






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






49. Guest satisfaction - personal service - accounting for sales






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