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






2. 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






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






4. 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.






5. Number of guests






6. Participation rate






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






8. Guest satisfaction - personal service - accounting for sales






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






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






11. Business format franchising






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






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






14. 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






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






16. Visit family and friends






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






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






19. 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.






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






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






22. 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.






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






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






25. 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






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






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. 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






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






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






31. 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.






32. Guest room rental






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






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






35. 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






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






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






38. 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.






39. 4 pounds per person per day






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






41. 1. Increase sales 2. Reduce costs






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






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






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






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






46. 48% - 50%






47. 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






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






49. 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.






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