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. 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.






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






3. 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






4. 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






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






6. 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.






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






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






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






10. Guest room rental






11. Number of guests






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






13. Visit family and friends






14. Serving our social needs






15. 4 pounds per person per day






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






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






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






19. One person taking a trip 100 miles or more from home






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






21. 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






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






23. 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.






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






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






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






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






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






29. 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.






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






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






32. Technological methods of efficient property maintenance and management






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






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






35. Business format franchising






36. Participation rate






37. 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.






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






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






40. Guest satisfaction - personal service - accounting for sales






41. 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






42. 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


43. Serving our biological needs






44. 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






45. 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






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






47. 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.






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






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






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