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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 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. 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.






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






4. 48% - 50%






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






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






7. Business format franchising






8. 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


9. 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.






10. Serving our biological needs






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






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






13. 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






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






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






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






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






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






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






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






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






22. Technological methods of efficient property maintenance and management






23. 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.






24. 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






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






26. Participation rate






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






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






29. 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






30. 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






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






32. 1. Increase sales 2. Reduce costs






33. 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






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






35. Guest room rental






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






37. 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






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






39. 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.






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






41. 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






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






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






44. Guest satisfaction - personal service - accounting for sales






45. 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.






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






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






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






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






50. 4 pounds per person per day