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. Prosumption; Customer involvement with the production of service.






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






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






4. 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


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






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






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






8. Serving our social needs






9. 1. Increase sales 2. Reduce costs






10. 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






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






12. 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.






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






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






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. 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.






17. 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.






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






19. 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






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






21. 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.






22. 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






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






24. 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.






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






26. Technological methods of efficient property maintenance and management






27. 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.






28. Guest satisfaction - personal service - accounting for sales






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






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






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






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






33. 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.






34. Guest room rental






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






36. Participation rate






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






38. 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






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






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. 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.






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






43. Serving our biological needs






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






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






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






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






48. 48% - 50%






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






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