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






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






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






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






5. 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






6. Number of guests






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






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






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






10. 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






11. 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






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






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






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






15. Visit family and friends






16. 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






17. 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.






18. 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


19. 48% - 50%






20. 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.






21. Participation rate






22. 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.






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






24. Serving our biological needs






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






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






27. 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






28. 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.






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






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






31. 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






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






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






34. 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.






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






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






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






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






39. Guest room rental






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






41. 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






42. 1. Increase sales 2. Reduce costs






43. 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.






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






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






46. Business format franchising






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






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






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






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