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Test your basic knowledge |
Principles Of Hospitality
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Study First
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. Prosumption; Customer involvement with the production of service.
Suggestive selling
Trend in length of trips taken
Inseparability
Hospitality Industry
2. Rooms Sold / Total Rooms Available 300 / 500 = 60%
Calculate Occupancy Rate
Inseparability
Demographics
Central reservation systems
3. 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
Travel Multiplier
Calculate Check Average
Downstairs guest interest
Inseparability
4. Average dollar amount of check - average sale per guest
Demographics
Covers
Check Average
Hospitality Industry
5. Guest satisfaction - personal service - accounting for sales
Concierge duties
House Ledger
Front of House Primary Responsibility
Property management systems
6. Technological methods of efficient property maintenance and management
QSR
Back of House Primary Responsibility
Most common franchise in restaurant
Energy management systems
7. Ties the food or meal with health status or disease prevention - usually relates to & mentions a specific disease.
Calculate Occupancy Rate
Skills need by entry level position
What is a health claim?
Eatertainment
8. 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.
Who is guest of on-site foodservice
Market Segmentation
Economy of scale
Eatertainment
9. 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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10. 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.
Check Average
Franchise
What terms are typical nutritional claims?
Demographics
11. Charges made by guests after checked out & charges by other persons not hotel guests
Inseparability
Most common franchise in restaurant
Market Segmentation
City Ledger
12. The collection of productive businesses and government organizations that serve the traveler away from home.
Franchise
Market Segmentation
Secondary Destination
Tourism industry
13. Serving our social needs
House Ledger
Dining Market
Calculate Check Average
Identify/Explain 3 types of service
14. Sales - catering - purchasing - inventory - time - attendance - labor scheduling
Two best ways to increase profit
Franchise
Consumerism
Food and beverage retail management systems include
15. 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
Skills need by entry level position
Front of House Primary Responsibility
4 P's of the Marketing Mix
Consumerism
16. One person taking a trip 100 miles or more from home
Concierge duties
Customer relationship management systems
Person Trip
Knowledge Worker
17. The attributes (of service) that the customer cannot grasp with any of the five senses.
Calculate RevPAR
Skills need by entry level position
Hospitality
Intangible
18. 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.
Franchisee
Service
Tangible
Knowledge Worker
19. 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.
% of food dollar spent away from home
House Ledger
Job Benefit Mix
Dietary Schizophrenia
20. Serving our biological needs
Eating Market
SMERF
Global distribution systems
Front of House Primary Responsibility
21. May not require any skills - dishwasher - busser - etc. - but knowledge can be learned from these jobs.
Consumerism
Skills need by entry level position
Hospitality Industry
Who is guest of on-site foodservice
22. 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
Calculate Average Room Rate
PMS
Secondary Destination
Hospitality
23. Server suggesting something for meal - e.g. 'X wine goes well with Y dish'
Suggestive selling
Property management systems
Eating Market
Global distribution systems
24. 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.
Hospitality
Dietary Schizophrenia
Hospitality Industry
Person Trip
25. Quick Service Restaurants - simplification & standardized purchasing - production & service - convenient - McDonald's
Franchisee
Hospitality
QSR
Tangible
26. Dollar sales / Number of rooms sold $18000 / 300 = $60 ADR
Calculate Average Room Rate
Service
Skills needed by a manager
New Product
27. A product new to that establishment's menu. Wendy's adding baked potato as an entree.
Tourism industry
New-to-world Products
New Product
Franchise
28. Business format franchising
Eatertainment
Calculate RevPAR
Global distribution systems
Most common franchise in restaurant
29. 48% - 50%
% of food dollar spent away from home
Key source of hotel revenue
House Ledger
What terms are typical nutritional claims?
30. 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
Identify/Explain 3 types of service
Most common franchise in restaurant
Two best ways to increase profit
Skills needed by a manager
31. Databases that identify guests' occupancy patterns - lengths of stay - demographic information - types of business - and individual customer profiles
Dining Market
Customer relationship management systems
Calculate Occupancy Rate
Eating Market
32. 1. Increase sales 2. Reduce costs
Secondary Destination
Suggestive selling
Two best ways to increase profit
New-to-world Products
33. What you find upstairs in a hotel - guest rooms - give up extra services for a lower price
Person Trip
Dietary Schizophrenia
Upstairs guest interest
Customer relationship management systems
34. 1. Product or trade name franchising 2. Business format franchising
Concierge duties
Most common franchise in restaurant
Eatertainment
Two types of franchises
35. 1. Increase customer base by advertising & promotions 2. Increase sales to current customers by menu redesign - bundling & suggestive selling.
Two ways to increase sales
QSR
Primary Destination
Identify/Explain 3 types of service
36. 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
Tangible
Service
Check Average
Skills needed by a manager
37. Allow customers to call a central - toll-free number and make a reservation with any property in the system
Central reservation systems
Tangible
Service
Travel Multiplier
38. 4 pounds per person per day
Eating Market
How much waste does the average American generate in one day
Who is guest of on-site foodservice
Travel Multiplier
39. 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.
Trend in length of trips taken
Yield Management
Service
How is success measured in on-site foodservice operations
40. Provide electronic connections between hotels and other travel-related companies
Global distribution systems
Skills need by entry level position
City Ledger
How is success measured in on-site foodservice operations
41. Market segment for lodging business that originates from five primary sources: Social - Military - Educational - Religious & Fraternal
Energy management systems
Skills needed by a manager
SMERF
Home Meal Replacement
42. 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
Calculate Average Room Rate
Two ways to increase sales
Who is client of on-site foodservice
Yield Management
43. Reduced - free - low - healthy - light - lean - symbols - heart - apple
Food and beverage retail management systems include
Number 1 reason for travel
Suggestive selling
What terms are typical nutritional claims?
44. Most are 1-2 nights in duration - combining business and pleasure
Dietary Schizophrenia
Hospitality Industry
New Product
Trend in length of trips taken
45. Computer programs used throughout a hotel to keep track of guest registration - reservations - guest folio management - room selections - accounting - supply inventory - and purchasing
Two ways to increase sales
Customer relationship management systems
Inseparability
Property management systems
46. Participation rate
Dining Market
Person Trip
How is success measured in on-site foodservice operations
% of food dollar spent away from home
47. 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.
Moment of Truth
Travel Multiplier
Franchise
Central reservation systems
48. Guest room rental
Calculate Check Average
Key source of hotel revenue
Demographics
% of food dollar spent away from home
49. The product (service) can be touched or felt
Secondary Destination
4 P's of the Marketing Mix
Dietary Schizophrenia
Tangible
50. The quality of the food the guest is served - food safety - sanitation - food cost control
4 P's of the Marketing Mix
Back of House Primary Responsibility
Global distribution systems
Two types of franchises