HFT1000 final exam
how much money do the military have each year
$6 billion
how many soldiers, sailors, and aviators on active duty in the U.S.?
-1.5 million
Aramark
-1st national vending and foodservice company -World's leading provider of quality managed services -Operates in 50 states and 19 countries -12 Billion in revenues -Environmental Sustainability
-how many rental companies in the U.S. -percent of rentals that take place at airports -top 4 rental car companies
-5000 rental companies in US -75% of car rentals take place at airports -The top four rental car company agencies in the United States are Hertz, Avis, National, and Budget
world tourism organization
-A specialized agency of the United Nations -The leading international organization in the field
Traveling by Car
-Began in 1895 in Germany -Today, it is the American way of life -Largest segment of ground transportation -Creates accessibility to remote locations
Trends in Managed Services
-College and university foodservice managers face increasing challenges -Declining enrollment Increase in use of campus cards -Increase in food to go -Increase in use of foodservice carts at vantage points -Dueling demands for managers from students and administrators -24-hour foodservice -Business increase in healthcare and nursing homes -Proliferation of branded concepts -Development of home meal replacement options -Increasing use of fresh products -Food service management career
trends for military
-Contract of officer's club -Fine dining to casual style -Menu management -Prepared foods -Use of fast-food restaurants on bases
Health Care Facilities
-Delicate Clientele -Special meal components -The service is given by tray, cafeteria, dining room, coffee shop, catering, and vending -New comfort foods and room service menu
Commercial Food Services
-Demand of guest only -Guest have options -Food is usually primary industry -Difficult to batch cook -Random volume -Busy during weekends
Reasons to Contract to managed services
-Financial -Quality of program -Recruitment of management and staff -Expertise in management of service departments -Resources available -Labor relations and other support -Outsourcing of Administrative Functions
National School Lunch Act of 1946
-If students receive good meals, the military would have healthier recruits -Such a program would make use of the surplus food that farmers produced
Sodexho
-Leading Food and Facilities management services company in North America -Primarily serves schools, restaurants, and hospitals -Contracted for U.S Marine Corps
Today, trains are becoming more energy and time efficient
-Maglevs can travel at speeds of over 300 miles per hour, lifted off the ground on a cushion formed by magnetic forces and pulled forward by magnets -They run more quietly, smoothly, and can climb steeper grades than the conventional train -They are more energy efficient, have lower maintenance costs, and require fewer staff than comparable transportation; however, given the high cost of construction, the concept may not prove viable
Managed food services
-Meets demand of both guest and client -Captive clientele -Host Organizations with foodservices not being primary industry -Produce food in large quantity batches -Batch Cooking -Consistent volume -Busy during weekdays
leisure and recreation
-Most unique and fun -Stadiums -Other facilities Parks, Zoos, Aquariums, tournaments
elementary and secondary schools
-Much work has gone into establishing the nutritional requirements for children -Much debate has arisen as to whether fast-food chains should enter the schools -Nutrition education programs are now a required part of the nation's school lunch program
Benefits of Tourism
-Provides governments with substantial tax revenues -Offers the greatest global employment prospects
Colleges and Universities
-Residence halls -Sports concessions -Conferences -Cafeterias/student unions -Faculty clubs -Convenience stores -Administrative catering -Outside catering
data analysis
-Statistical Package for Social Sciences (SPSS version 11.5) -Descriptive Analysis -Independent t-test -One way ANOVA -Factor Analysis -Regression Analysis
trend of tourism is caused by...
-The opening of borders. -An increase in disposable income and vacations. -Reasonably-priced airfares. -An increase in the number of people with time and money. -More people with the urge to travel
There is interdependency between the various segments of tourism:
-Travel -lodging -foodservice -recreation Each segment is, to an extent, dependent on another for business (e.g., 9/11 incident)
gate gourmet international
-largest in-flight food services provider -250M meals yearly
sampling
-simple random sampling method -Target population - students from Freshman to Graduate level; enrolled at OSU in Spring 2005 -50% of meal plan holders (3500) and 10 % of non meal plan holders (1600) were chosen to participate in this study.
why are in flights service very complex
-withstand transport conditions -re-thermalize well -look and taste good -delivered timely and accurately
top ten travel destination in 2006
1. france (80 mil arrivals/ 9.4%) 2. spain 3. USA 4. china 5. italy 6. UK 7. Germany 8. Mexico 9. Austria
2008 International Visitation to the US
1. western europe (12.1 mil arrivals/ 48%) 2. asia 3. south america 4. caribbean
percentage of self operators
20%
The WTO and the World Travel & Tourism Council declare the travel and tourism industry to have the following characteristics:
24 hours a day, 7 days a week, 52 weeks a year economic driver Accounts for 10.2% of the GDP = Gross Domestic Product Employs 214 million people (7.8% of the global workforce) $73.2 billion in spending in the U.S. Leading producer of tax revenues 4.6% annual forecasted growth until 2015
how many planes are in the air over the U.S. any day
4500 planes
labor intensive percentage for health care facilities
55-66% of operating dollars
percentage of contractors
80% of B&I market
Airline Profit and Loss
A key statistic in analyzing profitability is the load factor
The hub-and-spoke system has two main benefits:
Airlines can service more cities at a lower cost Airlines can maximize passenger loads from small cities, thereby saving fuel
what is the rail travel corporation known as today
Amtrack
Air Travel
An integral factor in travel and tourism Travelers are paying less, but carriers are spending more on fuel and other costs (cutbacks and layoffs) Projected travel to reach 1 billion by 2012
Traveling by Bus
Convenient and economic mode of travel Allows travelers to relax and enjoy the ride
world tourism organization plays a role in the
Development of... -sustainable tourism -universally accessible tourism -economic development -a global code of ethics for tourism
Hub-and-Spoke System
Enables passengers to travel from one smaller city to another smaller city via a hub or even two hubs
what countries are the top reveiving areas
Europe, East Asia, the Pacific, and the Americas
Traveling by Train
Facing a possible collapse of passenger rail services, Congress passed the Rail Passenger Service Act in 1970 (amended in 2001)
National School Lunch Program
Federal funding is provided in the amount of approximately $2.19 per meal per student
contractors
Foodservice on a contractual basis
The largest and most recognized bus
Gray Line
Leisure and recreation facilities usually have several points of service where food and beverage are provided
Hot dog stands Restaurants In the stands Superboxes, suites, and skyboxes
tourism 2020 vision
International arrivals expected to reach over 1.56 billion by 2020
disadvantages of leisure and recreation
Large crowds Work weekends, holidays Impersonal service No creativity Seasonal employment
Fixed costs do not change:
Lease of airplanes, the maintenance of airline-owned or leased terminals, interest on borrowed money, insurance, and pensions
Types of bus service
Local, charter, tour, commuter, airport, urban, and rapid transit
atmosphere
Purdue University: ambience keep students coming back to the facility
analyses and results
Response Rate: 883 (18.95%) useable surveys Demographic and Behavioral Characteristic of the respondents -Male (372, 42.10%) Female (511, 57.90%) -White American (707), Other (59), Native American (47), African American (30), Multiracial (15), Asian American (14), Latino (11). -Freshman & Sophomore(47%), Junior & Senior (35%), Graduate, non-degree seeker, faculty or staff (18%) -Student meal plan (585), Faculty/staff meal plan (74), No meal plan (224) Dealing with missing values: replaced with the mean value
Many responsibilities of managed services
Small/Midsize operations more extensive (Fewer people to help) -Employee Relations -HR management -Financial Budgeting -Safety Budgeting/Admin. -Food Production/Service
price and value
The majorities of customers tend to visit restaurants not only because of good food, quality service and a pleasant service environment, but also because they feel the price they are paying represents value for money
objectives of the study
To explore those attributes that customers perceive as "meet their expectation" level in their selection of a university dining facility. To determine the influence of food quality, service quality, atmosphere, price and value, and convenience on customer satisfaction, return intention, and word-of-mouth endorsement.
convenience
Towson University: extended hours have a positive impact on sales volume
advantages of leisure and recreation
Unique Opportunity Atmosphere Scenic area Outdoors Set work schedule
Variable costs rise and fall:
Wages and salaries, advertising and promotion, fuel costs, passenger food and drink, and landing fees
return intention
Weiss - customer satisfaction with restaurant attributes is influential in predicting repeat purchase behavior (intent to return) Steven et. Al - indicated that high customer satisfaction level of service quality leads to the prepensely to revisit the dining unit.
Word-of-Mouth Endorsement
Word-of-mouth communication simply involves people sharing their assessment of their experiences. Ranaweera and Prabhu - satisfaction and trust have strong positive association with customer retention and positive word-of-mouth.
Customer Satisfaction
Yuksel & Yuksel - high level of customer satisfaction will lead to an increase in repeat customers Oh and Jeong - even though the notable progress in customer satisfaction research has been made and there is a significant demand for research from the industry, customer satisfaction has remained seriously under-researched in the hospitality industry.
service quality
Yuksel & Yuksel: segment-based approach - proved that service quality had the most significant effect on dining satisfaction at the aggregate market level
Airline alliances will allow them access to each other's "feeder markets" and to resources that will enable them to flourish in what will ultimately be a worldwide deregulation. what is a feeder market?
a market that provides the passengers for the particular destination
Sous-Vide
a technique where foods are vacuum packed and cooked very slowly at highly precise temperatures
what do college foodservice operations now offer?
a variety of meal plans for students
The Boeing 787 Dreamliner (new airplane)
able to fly up to 9,700 miles without refueling It uses up to 20% less fuel than today's similar-sized airplanes
University foodservice is expanding by...
adapting new concepts and moving towards the commercial foodservice trend
Numerous research studies have shown that customer satisfaction is....
an important topic for foodservice managers.
why is campus dining challenging
because the clients live on campus and eat most of their meals at one of the campus dining facilities
The increasing number of enrollment has forced the Department of Residence to do what
build more residential halls and provide abundant options for on campus dining.
The Airbus A380 (new airplane)
can carry up to 500 passengers for a distance of up to 8,000 miles http://www.youtube.com/watch?v=m2Dka1B1KVk
shortly after, the National Railroad Passenger Corporation began operation as a semipublic corporation
established to operate intercity passenger trains
what does feeding military personnel include
feeding troops and officers in clubs, dining halls, and military hospitals, as well as in the field
figure 2-2
hub and spoke system
airplanes and airports
in flight service or provided by contractor
A high level of customer satisfaction leads to an increase in ....
in repeat patronage, brand loyalty, as well as recruiting new customers by enhancing an organization's reputation
benefits of sous-vide
increased shelf life of a gourmet meal without any loss of texture or taste The cook chill process of bulk food central preparation
1 of every 8 Americans.....
is employed either directly or indirectly because of people traveling to and within the United States
what is the biggest single cost for airline operation
labor which is typically 30-45% of total operating costs
sky chefs
major in-flight food provider
food quality
most important dimension in determining satisfaction.
what is interdependency
mutual dependence between different things
self operators
operate own foodservice operations
load factor
percent of seats filled on all flights, including planes being flown empty to be in position for the next day's schedule
batch cooking
preparing multiple portions of several meals at once and storing them for future consumption
While the U.S. tries to rejuvenate rail travel under the direction of Amtrak
rail service in other parts of the industrialized world is far ahead in progress (i.e., TGV's, Shinkansen, etc.)
cars and buses caused a decline in...
rail travel
Methodology
sampling and data analysis
daily rate
the amount of money required per day from each person to pay for the foodservice
The college student market is growing and influencing what
the expansion of university foodservices.
One of the main factors that led to railroads in the U.S. was....
the need to move goods and people from one region of the country to another
what is the main focus of hospital foodservice
the tray line
what is the competition between airlines?
to provide lower fairs has had a significant impact on increased air travel
liaison personal
translate corporate philosophy to contractor and ensure contract fulfillment
Customer satisfaction is often used as an indicator of...
whether customers will return to a restaurant.
tourism
worlds largest industry & is the most international in nature