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. Guest satisfaction - personal service - accounting for sales






2. 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.






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






4. Visit family and friends






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






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






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. 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






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






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






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






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






13. 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.






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






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






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






17. Guest room rental






18. 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.






19. 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






20. 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.






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






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






23. 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






24. 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.






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






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






27. 48% - 50%






28. Participation rate






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






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






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






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






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






34. 4 pounds per person per day






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






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






37. 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


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






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






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






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






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






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






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






45. Technological methods of efficient property maintenance and management






46. 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.






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






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






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






50. 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