HBM 131 WSU EXAM 1 JIM HARBOUR
What falls under the lodging industry?
1. cruise ships 2.Hotels and resorts 3. Senior living
What are the 4 different types of menus?
1. hybrid 2. static 3. market 4. cycle
What are 4 different categories of restaurants?
1. quick service 2. fast casual 3. full service 4. fine dining
4 things a company can do to "go green"
1. recycle 2.compost 3.use linen napkins 4. more efficent light bulbs
how many people go on cruise ships a year?
100,000
How many rooms is a mid-size classification?
100-300
what is the average food cost percentage in the restaurant industry
30%
How many rooms is a Large classification?
300+
What is the percentage of the food dollar spent at restuarants
48%
what percent of eating and drinking establish are single unit operations?
70%
What are dram shop acts?
allow bartenders and owners to be held liable for injuries caused by individuals who become intoxicated at the bar
What do static menus do?
never change
What is demographics?
objectively measurable characteristics of a population (age, education, level, income, ethnicity)
Which restaurant segments has seen rapid growth over the years (MOD, panera, Chpotle)?
Fast-casual
What does ADR stand for?
Average Daily Rate
What is the value equation?
Experience - expectation = value (if the value number is positive the establishment would be perceived to have good value)
What is an example of of sustainability in hospitality?
"going green"
Consumers spend this percentage on food away from home?
%50
List 3 examples of fast casual restaurants?
-MOD pizza -panera bread -Chipotle
What are some roles of the manager?
-making the guest feel welcome -making accommodations for the guests -maintaining a profitable operation
What are the attributes of remarkable service?
-well timed -knowledgeable -welcoming
How many rooms is a mega classification?
1,000+
what 4 categories makes up the umbrella of tourism?
1. Attractions 2. Lodging 3. Food service 4. Transportation
What are the 4 classifications of hotels?
1. Mega 2. Large 3. Mid-size 4. Small
What is the act of providing additional levels of responsibility to both employees and managers...
Empowerment
What company has the motto "creating lifelong relationships"
Nordstrom's
What does QSR stand for?
Quick Service restaurant
Often times in the industry when we mess something up but take steps to make the guest happy and insure they will return we will call this a........
Service recovery
What is the #1 thing you should look for when serving people alcohol and determining if they've had too much?
change of behavior
what is the food cost equation?
food cost= cost of item/price of item
What influences hospitality industry and how is it running and working ?
globalization, min. wage, and health care
How many rooms is a small classification?
less than 100
What is pyschographics?
lifestyle characteristics of a population (activities, interests, opinions, values)
What are the cultural impacts of tourism?
preservation and change
What do customers complain the most about at a restaurant?
service NOT food
