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






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






3. 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.






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






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






6. 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






7. 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






8. 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.






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






10. 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






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






12. 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.






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






14. Technological methods of efficient property maintenance and management






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. More you buy the cheaper it is - Purchasing economies






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






18. Serving our social needs






19. 4 pounds per person per day






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






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






22. Number of guests






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






24. 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.






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






26. Guest satisfaction - personal service - accounting for sales






27. 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


28. 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.






29. 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.






30. 48% - 50%






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






32. Business format franchising






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






34. 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






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






36. 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






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






38. 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.






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






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






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






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






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






44. 1. Increase sales 2. Reduce costs






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






46. Visit family and friends






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






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






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






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