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. Business format franchising






2. 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






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






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






5. 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.






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






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






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






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






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






11. 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






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






13. Visit family and friends






14. Guest satisfaction - personal service - accounting for sales






15. 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






16. 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






17. 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






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






19. 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.






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






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






22. 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.






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






24. 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.






25. 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






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






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






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






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






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






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






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






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






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






35. Technological methods of efficient property maintenance and management






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






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






38. 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.






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






40. 48% - 50%






41. Guest room rental






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






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






44. 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.






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






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






47. Serving our social needs






48. Serving our biological needs






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






50. 1. Increase sales 2. Reduce costs