Ancillary Services and Revenue Management Final Exam Review
True
(T/F) Alcohol affects each person differently each time they consume it.
True
(T/F) Every person responsible for the service of food to the public has a legal and moral obligation to ensure the cleanliness and wholesomeness of food products as well as the general sanitation of foodservice equipment.
True
(T/F) It is necessary to determine the number of people who will attend each type of event that is expected to be held in the SEE venue during the upcoming year.
True
(T/F) Some of the more recently constructed stadiums also include restaurants that operate on a regular basis in addition to game days.
True
(T/F) The layout and design of concessions stands vary widely from one SEE venue to another.
True
(T/F) The type of catering service that is provided differs with the type of operation being directed.
True
(T/F) Whereas a fidelity bond protects against theft loss by an employee, it does not protect against loss from armed or other robbery.
pure alcohol; intoxication
Beer, wine and liquor all contain ________________. All can cause __________________.
concession workers; vendors
Both ________________________ and _____________ in the stands are affected by Dram Shop Laws.
through organizations that are comprised of public employees in a department of a city or county
By far, the most common form of management for SEE venues is...?
microorganisms; food borne illness
By understanding what ___________________ are, how they live and grow, how they reproduce, and how they are transported from place to place, we are able to understand how to control ____________________ _______________.
business; social
Catering in SEE venues represents a combination of ______________ and ___________ catering.
concessions stands, commissary, kitchen, storage rooms, central office and money room
Checklists should be prepared for each (6) area of operation in the SEE venue:
non-alcoholic serving employees
Common Negligence laws not only apply to concessionaires, but would most likely pertain to ______________________________________ like ushers, security personnel, ticket takers, and parking attendants.
skills, equipment and time; retail
Concessions menu items must conform to the 3 SET constraints ________________________________ , plus the _________ system of cash and cost controls.
separate business enterprise
Each concessions stand must be operated as if it were a _____________________________________.
Dram Shop Laws
Employees who work for a liquor permit holder and serve alcohol may be subject to ___________________________.
manager
Every __________ of an SEE venue and/or organization must establish operating goals for the delivery of ancillary services.
100
Every year, tens of thousands of people are diagnosed with food borne illnesses; however, the majority of food borne illnesses is _______% preventable.
convention center
Except in the _______________________ market, there is usually not enough catering sales volume to warrant a staff member solely for the catering function.
cleanliness; sanitation
Federal, state, county, and local laws and regulations exist to guide the foodservice operator in achieving satisfactory standards of _________________ and ________________-.
fidelity bond
Fidelity and surety insurance is usually called a _______________________.
bacteria, parasites and viruses
Food borne illness is caused by one of three basic types of microorganisms:
nutrients and moisture
Food by its very nature provides two of the four conditions necessary for bacteria to grow:
Ballparks, racetracks, fairgrounds, and amusements parks
Four (4) other non-traditional SEE venues include:
contracted
In the ________________ management model, the SEE venue and/or organization will contract with a private contractor to provide some or all of the ancillary services to the guests/ customers.
cafeteria line
In the _________________ concept, all of the menu items are available on a straight-line cafeteria presentation, and a single cashier at the end of the line makes all of the sales transactions.
full product line, walk-up
In the ___________________, ___________ concept, the customers queue up behind other patrons and may select any product on the menu.
sales
In the financial goals of the concessions operation, __________ are the result of attendance and per capita spending.
documentations
Information about alcohol-related incidents can be the most important form of ________________________ you complete.
fast-food
Most concessions operations have some stands that offer standard ______________ fare such as pizza, burgers and fries, and Mexican food.
very little; no
Most concessions stand personnel have _____________ or _____ foodservice experience.
common denominator calculation
The SEE industry uses a ____________ ______________ ______________ to evaluate the sales of ancillary services and products at the end of an event.
62
The U.S. Department of Health lists _____ diseases that are communicated between humans.
cost; risk
The ______ (premium) of insurance is directly related to the degree of _______ covered by the insurance.
menu; stand; operating policies
The ________, the ________, and _____________________ all affect the manner in which a concessions stand is managed.
greater; higher
The __________ the risk and potential loss, the __________ the premium cost for the insurance coverage.
convention
The _______________ itself is a market for the group meetings, sit-down breakfasts, lunches and dinners, or buffets to the entire group that may have been paid for through the attendees' registration fee.
popping of corn
The ___________________ was originated by Native Americans and is indigenous to America.
concessions menu
The _______________________ is a primary source of the SEE venue foodservice operation's profits.
Foodservice Manager
The __________________________ is therefore responsible for the development and execution of an employee training program in an SEE foodservice operation.
high per capita sales
The ability of the concessionaire to make as many retail sales as fast as possible is the key to accomplishing...?
banquet sales person
The original customer contact in most areas of catering is by a ____________________________.
21 to 22
The overall industry standard for cost of sales percentages for concessions operations is ____ to ____%.
pathogenic microorganisms
The personal hygiene and habits of foodservice workers are indispensable in the control of ________________ ______________________.
30 to 40
______ to ______ % is a typical rent or commission rate which a private contractor pays in an SEE venue.
Rent
_______ is usually paid by the private contractor and is calculated as a percentage of the gross sales.
Risk
________ requires a high degree of management attention.
BAC
_________ is the amount of alcohol in a person's body. Some factors may cause it to rise quickly, and some may actually help slow it down.
Time
_________ is the primary constraint on per capita spending.
Contracted
____________ services are less profitable to the SEE venue and/or operation.
Staffing
_____________ for each type of service vary depending upon the menu and level of service required.
Alcohol
______________ is the only substance we consume that does not have to be digested before being absorbed into the body.
Fast food
______________ menu items do not readily adapt themselves to the constraints of a concession stand.
Permanent full-time
_______________ ______________ management staff positions are usually quite small in comparison to the overall workforce required to effectively operate in an SEE venue.
Food carts
_______________ are often the most common method used to dispense menu items in the speed line concept.
Tolerance
_______________ is the ability to hide or mask signs of impairment. But this does not mean that the guest is OK to continue drinking alcohol.
Tolerance
________________ also makes it harder to identify signs of impairment.
Insurance
________________ can be described as financial coverage or protection for a degree of risk.
Exhibitors
________________ on the tradeshow floor are a potential market for daily morning coffee service, delivered box lunches, beverages, and snacks.
Insurance coverage
_________________ _________________ contractually transfers the risk to the insurance provider.
Function sheets
_________________ are the administrative device used to disseminate information to all departments concerned with the successful outcome of each catered event.
Straight line
_________________ depreciation of capital investment for equipment and improvements will be shown as a line item in the annual operating budget.
Luxury suites
_________________ in a stadium or arena are extensions of the sales and public relations efforts of the hosting company.
Dram Shop
_________________ laws are written specifically for alcohol serving and selling venues, though not every state has them.
Management; salaried
__________________ and _____________ staff are considered as fixed labor costs.
Novelty foods
___________________ are a variety of foods such as cotton candy, sno-cones and pretzels.
Catering services
____________________ are provided in all areas of the Sports, Entertainment and Event Management industry.
Iroquois Indians; Pilgrims
_____________________ brought popped corn to the ____________ for the first Thanksgiving in 1621.
Full product line, walk-up
_____________________, ___________ system provides multiple lines for customers to queue up and allows them to purchase the full menu at any point of sale.
Disease causing
________________________ bacteria require conditions in which to grow and prosper.
Convention centers
_________________________ have a larger percentage of their overall gross sales from catering sales than any other SEE venue.
Convention centers
____________________________ also host a number of catered events that are too large for any of the local hotels or catering operations.
Fidelity and surety
_____________________________ insurance protects an operator against theft or loss from thievery by an employee.
Comprehensive crime
______________________________ insurance offers protection against robbery.
Absorption rate factors
________________________________ determine how quickly alcohol enters the body and affects guests.
Public and product liability
______________________________________ insurance protects the operator from negligence on the part of their employees that results in injury to a customer or other person on the premises.
Blood Alcohol Content (BAC)
_____________________________________________ is the measurement of the amount of alcohol in a person's bloodstream.
service requirements and financial goals
A manager of an SEE venue and/or organization must set clear operating goals for two areas:
10
All large stadiums constructed in the past ____ years have included luxury suites and club seats.
1.5; 5; 12
A ____ oz. shot of 80 proof liquor has the same amount of pure alcohol as ____ oz. of wine or ____ oz. of beer.
sound sanitation
A ________ _______________ management program is part of the overall responsibilities of every foodservice manager.
commissary
A ________________ serves an SEE foodservice operation as a warehouse or production room for food, beverage and/or merchandise used to vend products to hawkers selling in the seats of an SEE venue.
stand sheet
A _________________ is intended to be a complete report of one concession stand's activities during an event.
comprehensive crime
A ___________________________ policy is required for protection against loss from armed or other robbery.
emergency procedures; training
A key element in risk management is the establishment of __________________________ and _____________.
practices related to personal health, personal habits, and work habits
A program of personal hygiene can be divided into three segments:
Blood Alcohol Content (BAC)
Absorption rate factors can influence how quickly a guest's ___________________________________________ rises.
sanitation; safety
An employee orientation training program should address the needs of ____________ and __________.
control system
Any __________________ is part of the feedback process as opposed to the planning process.
negative
Any type of drug, from over-the-counter to prescription to illegal, can have a ______________ interaction with alcohol.
tolerance
Guests who drink heavily and/or frequently may develop a ______________ to alcohol.
belly up
Historically, the concessions stand was a counter that offered a limited variety of merchandise to the public and provided it to large numbers in an "over-the-counter" style of service. This system of service is referred to as "___________" service.
20 to 25
Hot dogs and sausage items account for _____% to ______% of gross sales for a sports and entertainment event.
high tolerance
However, some guests may still be impaired by alcohol and not display the signs of impairment. This is usually because of a _____________________.
in-house; contracted
If ___________ services are managed efficiently, they can be more profitable than ___________ services.
risk; liability
In every activity in which the SEE foodservice operation engages, there is an element of ______ (potential for harm) and __________ (responsibility).
facility; employees
In every area, it is illegal for someone who is underage or showing warning signs of impairment to consume alcohol in public. Both the __________ and the _______________ can be penalized for violating these laws.
banquet sales person; Banquet Manager
In most cases, a sale is made by a _________________________, and then the operations are accomplished by an individual called the ____________________.
people, equipment and food
In the SEE foodservice operation there are three basic sources of contamination that can cause food borne illness:
in-house
In the ___________ management model, the SEE venue manager has total control of the enterprise and correspondingly has the total risk of profit or loss.
in-house
In the ___________ management model, the personnel, equipment and supplies for delivery of ancillary services are totally controlled by management of the SEE venue organization.
speed line
In the _______________ concept, usually a single product is made available to the customers, and the seller provides the menu item and makes the cash sale.
in-house
It is also a good management practice to have an _______________ form that summarizes the details of an accident involving both employees and guests.
per capita spending
It is the average spending per person attending the event.
part-time; temporary
Labor costs in most SEE venue operations are heavily influenced by __________ and ______________ labor.
bodily injury up to and including death, property and damager, and product liability
Liability insurance should cover:
novelty food
Many _________________ items require special equipment and some degree of skill in preparation.
limited
Many concessions locations have a ____________ amount of space in which to place equipment.
several
Most SEE foodservice operations have _____________ types of insurance coverage to protect them from the various risks they encounter.
America; American
Most items on the concessions menu originated in ____________, and if there is such a thing as ____________ cuisine, then the concessions menu has a distinct place in that cuisine.
banquet contract; Function Sheet
Most planning begins with the review of the _______________ and the preparation of a __________________.
risk transfer
Of the five ways for dealing with risk, the most common way is _______________.
bacteria
Of the three, the most common cause of food borne illness is ______________.
clear and measurable
Operating goals must be both...?
National Restaurant Association
Perhaps the most useful organization for assistance in developing a safety and risk management program for the foodservice industry is the __________________________________________.
time; temperature
Personnel handling the food can control ______ and __________________ affecting bacteria growth.
fines, monetary judgements from civil suits, unemployment, and even a jail sentence
Possible consequences to facility employees due to the misuse of alcohol by guests can include:
depressant
Remember that alcohol is considered a drug, specifically a ________________.
drug; food
Remember, alcohol is a very unique substance. It is considered both a _______ (depressant) and a _______.
self-inspection and employee training
Sanitation management programs can be established for each SEE venue's goals by breaking down the program into two basic components:
food, acid, temperature, time, oxygen and moisture
Six (6) Environmental Factors Affecting Bacteria Growth:
intoxicated; impaired; 0.08
Someone with a high tolerance may still be legally _______________ and too ______________ to drive legally (Blood Alcohol Content - BAC - over _____).
personnel
Temperature and lag time can be controlled by the _______________ handling the food.
annual operating budget
Term: a forecast of expected sales revenues less operating expenses which results in a net operating profit.
business; menu
The concessions _____________ and the concessions ________ are a uniquely American product and service.
intensified
The effects of alcohol are often ________________ when combined with other drugs.
Food and Drug Administration (FDA)
The federal agency dealing with laws that affect the foodservice industry is the ___________________________________.
annual operating budget
The financial component of the operating goals is usually established by preparing an...?
Stadiums, arenas, amphitheaters, theaters/concert halls/auditoriums/performing arts centers, and convention centers
The five (5) traditional SEE venues include:
Concessions, catering, programs/souvenirs/novelties, and alcoholic beverages
The four (4) basic Ancillary Services which generate revenues for SEE venues include:
judgment, inhibitions, reactions and coordination (JIRC)
The four signs of impairment are:
harmless, beneficial, undesirable, and disease causing
The four types of bacteria are:
stand sheet
The function of a _________________ is to summarize the event sales of one concession stand.
reasonable effort
The law expects employees to make a _________________________ to prevent impairment, prevent alcohol sales to minors, and intervene if a guest does become impaired.
concession stands; portable carts
The means of selling the concessions menu items to the SEE venue guests is primarily through _________________________ and ________________________.
checklist
The primary tool for a good self-inspection is an effective self-inspection ___________.
public and product liability, fidelity and surety, and comprehensive crime
The primary types of insurance coverage are:
microbiology
The science of ________________ provides the basic knowledge for understanding the sources of food borne illness.
through private management in one of its various forms
The second most common form of management for SEE venues is...?
walk-up
The service needs of a concessions menu in a large SEE venue must provide for a large "_____________" crowd in a short period of time with limited space and equipment.
gender, rate of consumption, age, size, strength of drink, and food
The six (6) Absorption Rate Factors are:
per capita
The term ______________ spending is applied throughout the industry as it relates to the sale of ancillary services.
insurance coverage
The usual way to transfer risk is to obtain _________________ ___________________.
social; business; off-premise, special events; halls; SEE venue
There are _________ caterers, ____________ caterers, _________________ caterers, _________________ caterers, catering _______, and _______________ caterers.
risk avoidance, risk assumption, loss prevention, loss reduction, and risk transfer
There are five (5) ways for dealing with risk:
In-house and contracted
There are two management models for the delivery of Ancillary Services:
blood test; breathalyzer
There is no accurate way to assess someone's actual BAC without using a ________________ or __________________.
Common Negligence
These are not alcohol-specific laws, but are very broad and can be used to cover situations where harm resulted due to the misuse of alcohol.
Incident Report Forms
These in-house forms are frequently referred to as _________________________________.
Dram Shop Laws
These laws outline specific penalties for third party lawsuits when alcohol is involved.
Common Negligence
These laws set a minimum standard for the actions a reasonable person should take to prevent problems.
more; more
These signs of impairment usually appear progressively; the ________ alcohol a guest consumes, the _________ signs the will exhibit.
sit-down meal service and buffet
Two basic types of functions are held in SEE venues:
Hot dogs and sausage items
What are the most popular foods on a concessions menu?
The total revenue collected at the event divided by total attendance
What equals per capita spending?
unpredictable
When alcohol is combined with other drugs, the effects are _____________________.
1; cash shortage
When the overall cost of sales is above the expected percentage by more than ___%, this usually indicates there is a _________________ not a cost of sales problem.
fundamentals; service
Whereas the _________________ of catering remain the same, the extent of ____________ provided and the effect on financial objectives of the SEE venue differ from venue type to venue type.
Public bodies, most often some form of governmental jurisdiction, finance, construct, and manage the majority of SEE venues
Who tends to own and most often govern SEE venues?
Rent; depreciation
______ and _______________ may also be items factored into the operating expenses.
Ancillary Revenues
generally refers to income earned from events other than rent and event expense reimbursements.