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






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






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






4. 4 pounds per person per day






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






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






7. 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






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






9. 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.






10. Serving our social needs






11. 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


12. Participation rate






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






14. 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.






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






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






17. 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






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






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






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






21. 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.






22. 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






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






24. 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.






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






26. 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.






27. 1. Increase sales 2. Reduce costs






28. 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.






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






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






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






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






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






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






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






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






38. Number of guests






39. 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.






40. 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






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






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






43. 48% - 50%






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






45. 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






46. Business format franchising






47. 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






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






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






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