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






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






3. 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.






4. 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.






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






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






7. Participation rate






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






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






10. 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






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






12. Visit family and friends






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






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






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






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






17. 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






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






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






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






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






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






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






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






25. 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.






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






27. Business format franchising






28. 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.






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






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






31. Guest satisfaction - personal service - accounting for sales






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






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






34. 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






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






36. Serving our biological needs






37. Technological methods of efficient property maintenance and management






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






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






40. 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






41. 4 pounds per person per day






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






43. 48% - 50%






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






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






46. 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.






47. 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.






48. 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






49. 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






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