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. 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






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






3. Guest satisfaction - personal service - accounting for sales






4. Guest room rental






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






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






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






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






9. 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.






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






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






12. Number of guests






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






14. 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






15. 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.






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






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






18. 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






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






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






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






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






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






24. Participation rate






25. 1. Increase sales 2. Reduce costs






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






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






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. More you buy the cheaper it is - Purchasing economies






30. 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






31. Serving our social needs






32. 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.






33. 48% - 50%






34. 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






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






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






37. 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.






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






39. 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






40. 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.






41. 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






42. 4 pounds per person per day






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






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






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






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






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






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






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






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