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. 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






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






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






4. Guest room rental






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






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






7. 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


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






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






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






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






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






13. Business format franchising






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






15. 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






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






17. 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.






18. 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






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






20. 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






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






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






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






24. 48% - 50%






25. 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.






26. 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






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






28. 4 pounds per person per day






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






30. 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.






31. 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.






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






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






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






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






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






37. 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






38. Guest satisfaction - personal service - accounting for sales






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






40. Serving our biological needs






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






42. Technological methods of efficient property maintenance and management






43. Number of guests






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






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






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






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






48. 1. Increase sales 2. Reduce costs






49. 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






50. 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.