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






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






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






4. Guest satisfaction - personal service - accounting for sales






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






6. 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.






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






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






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






10. 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






11. 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






12. 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.






13. 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

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14. 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.






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






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






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






18. 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.






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






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






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






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






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






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






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






26. 1. Increase sales 2. Reduce costs






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






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






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






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






31. 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






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






33. Serving our social needs






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






35. 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






36. 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






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






38. 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.






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






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






41. Serving our biological needs






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






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






44. Business format franchising






45. 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.






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






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






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






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






50. Guest room rental







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Can you answer 50 questions in 15 minutes?


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