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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. 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.






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






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






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






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






6. Participation rate






7. 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


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






9. 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.






10. Technological methods of efficient property maintenance and management






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






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






13. 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.






14. 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






15. Guest satisfaction - personal service - accounting for sales






16. 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.






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






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






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






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






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






22. 1. Increase sales 2. Reduce costs






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






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






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. 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






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






28. 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.






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






30. Number of guests






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






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






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






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






36. Visit family and friends






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






38. Business format franchising






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






40. 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






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






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






43. 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






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






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






46. Guest room rental






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






48. 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






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






50. 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