HM 201 Exam 1
commis de rang
This is the buser who brings the trays out.
chef de rang
This is the head waiter who places orders and serves customers.
sushi
This is the rice/seaweed/vegetable part of the thing - Japanese cuisine, this may or may not include raw fish
pate
This is when meat is pushed through a grinder - it is minced up into a spread
The Ritz Carlton
This phrase is associated with what company?: "We are Ladies and Gentlemen Serving Ladies and Gentlemen"
service does not equal servitude
This phrase that has to do with customer service and means that the person that is serving you is not any less of a person than you - you are not better than them
1 hour and a half - 2 hours
What is the average time spent at a table in a casual dining restaurant?
$25-30
What is the check average for casual dining?
$10-11
What is the check average for midscale (family) dining?
casual dining serves alcohol
What is the major difference between midscale (family dining) and casual dining?
Breakfast, Lunch, Dinner
What meal periods do QSR/LSR/Fast Food restaurants operate during?
30%
What proportion of all eating/drinking places are affiliated with a chain?
Starbucks
What restaurant is dominating the Beverage-Snack segment with 57.4% of sales in the top 100?
Taco Bell
What restaurant is dominating the LSR/Mexican segment with 61.4% of sales in the top 100?
Subway
What restaurant is dominating the LSR/Sandwich segment with 64% of sales in the top 100?
Quick casual
What segment do Panera, Einstein Bagels, and Schlotzsky's fall under?
Beverage-snack
What segment's $20.7 billion in latest year sales earned it a .4-point market share gain - THE MOST OF ANY SEGMENT
steer
Where does the beef come from for a filet mignon? - a ___ (neutered bull)
Casual
Where will most of us work? (in what segment of dining)
Wendy's
Which company owns Cafe Express, Viva Pomodoro, and Wendy's?
CBRL Group
Which company owns Cracker Barrel and Logan's Roadhouse?
Cheesecake Factory
Which company owns Grand Lux Cafe and the Cheesecake Factory?
Dine Equity
Which company owns IHOP and Applebee's?
Ignite
Which company owns Joe's Crab Shack and Macaroni Grill?
Brinker
Which company owns Maggiano's Little Italy and Chili's?
Darden Restaurants
Which company owns Olive Garden, Longhorn Steakhouse, Bahama Breeze, Seasons 52, Yard House, and The Capital Grille?
Bloomin' Brands
Which company owns Outback Steakhouse, Carrabba's Italian Grill, Roy's, Fleming's, and Bonefish Grill?
Yum! Brands
Which company owns Pizza Hut, Taco Bell, KFC, and Wing Street?
Jack In The Box
Which company owns Qdoba, QuickStuff, and Jack in The Box?
Starbucks
Which company owns Seattle's Best Coffee and Starbucks Coffee?
Doctor's Associates
Which company owns Subway and Backyard Burgers?
QSR/LSR/Fast Food
Which industry segment has (quick) counter service and hourly sales reports/daily inventory?
Manufacturing
Which jobs are typically higher paid? Manufacturing or Service?
on-site foodservice, hotel general manager
Which segment of hospitality, travel, and tourism has the most structured work schedule?
foodservice
Which segment of hospitality, travel, and tourism is biggest?
Foodservice
Which segment of hospitality, travel, and tourism on average, has the fastest career advancement?
McDonald's, Subway, Starbucks, Burger King, Wendy's
Who are the major restaurant brands?
Compass Group, Darden, Starbucks, Aramark, Sodexo
Who are the major restaurant companies?
Applebee's
Who is the leader in Casual Dining?
Doctor's Associates
Who owns Subway?
serve from the left with the left, clear from the right with the right
how do you serve/clear?
the NRA does not want to raise minimum wage, the numbers are too high
the 2014 Industry Pocket Factbook says that the NRA does or does not want to raise minimum wage? - also, are the numbers they give accurate, too low, or too high?
quid pro quo
this describes a type of discrimination in the workplace - it means giving this for that
franchise
when talking in terms of restaurant ownership, what describes when you work there but someone else owns the idea?
10
Consumers will tell others about their customer service experience - Americans say that they tell an average of how many people about a bad service experience?
digestif
This is a drink that is served after the meal and is used to promote digestion.
apertif
This is a drink that is served before the meal and is used to whet the appetite. (not distilled spirits)
prix fixe menu
This is a menu set at $29 and you get your choice between 2 appetizers, 3 entrees, couple of desserts - This is only from Sunday-Thursday.
capon
This is a rooster that can't lay eggs
roquefort
This is a type of bleu cheese made in France
bleu
This is a type of cheese - characterized by blue or grey spots of mold throughout
sommelier
This is a wine specialist.
canape
This is finger food served as appetizers
gavage
This is force feeding a goose to enlarge the liver.
cheval
This is horse meat.
maitre'd hotel
This is like the chef de rang. They oversee the waitpersons and bus boys.
foie gras
This is made from goose/duck liver - liver is enlarged
sashimi
This is raw fish.
petit four
This is served as dessert or with tea. It is a bite sized pastry with icing
Chauvinism
This is the belief that "my group is better than your group" and can include racism, sexism, ageism, ethnocentrism, anti-semitism, heterosexism, and xenophobia
Carlson
What company owns TGI Friday's?
hors d'oeuvres
This comes before the meal, can be butlered or sitting - can be pastries
location, location, location
What are the 3 most important things to consider when opening a restaurant?
Quick Service/Fast Food/LSR, Midscale (Family), Casual Dining (Dinner Houses), Fine Dining
What are the 4 traditional restaurant types or "industry segments"?
Darden
Bahama Breeze, Seasons 52, Capital Grille, and Yardhouse are owned by what company?
Bloomin Brands
Bain Capital LLC is also known as which company?
France
What country is famous for foie gras?
2
1. All hors d'oeuvres are canapes, but all canapes are not hors d'oeuvres. 2. All canapes are hors d'oeuvres, but all hors d'oeuvres are not canapes. Which one is true?
1
1. All roquefort cheese is bleu cheese, but all bleu cheese is not roquefort cheese. 2. All bleu cheese is roquefort, but all roquefort is not bleu cheese. Which is true?
D
According to census data presented in class, the top 40% of U.S. households earn what % of the total U.S. income? A. 20% B. 40% C. 60% D. 75% E. 90%
Primary
Are these primary or secondary dimensions of diversity?: age, race, gender, ethnicity, physical abilities, sexual orientation
Secondary
Are these primary or secondary dimensions of diversity?: education, income, military experience, geographic location, marital status, parental status, work experience, religious beliefs, personal style
McDonald's and Yum! Brands
Burger King buying Tim Horton's makes it the 3rd largest QSR What are the 1st and 2nd?
tax inversion
Burger King is buying Tim Horton's for $11.4 billion. The new global partner will be based in Canada. This is so that they can avoid the U.S. taxes; what is this called?
33.8
Chain restaurants represent 30% of the sector and __._% of sales
Casual Dining
Chili's and Olive Garden are examples of what segment?
QSR/LSR/Fast Food
DelTaco, Subway, Wendy's, Carl's Jr, KFC, Quiznos, Arby's, Panda Express, Long John Silvers, and White Castle are all examples of what type of restaurants?
Midscale/Family dining
Denny's, IHOP, Bob Evans, Cracker Barrel, Waffle House, Friendly's, Perkins, and Steak N Shake are all examples of what industry segment?
service, manufacturing
Fortune 500 companies have seen more ___ companies and less ____ companies than previous decades
training and selection, cross training
Four Seasons Hotels and Resorts are famous for what? What kind of training do they use?
Casual Dining
Hooters, Buffalo Wild Wings, Longhorn Steakhouse, Macaroni Grill, Texas Roadhouse, Carrabba's, Bennigan's, Charley's, and California Pizza Kitchen are all example of what segment of dining?
39
How many years has McDonald's been ranked No. 1?
LSR/Burger, casual dining
In 2014, which industry segment had the largest percent share of total sales? What came after that?
The Cheesecake Factory
In casual dining, who has the highest sales/unit? (buy id 8th in total sales)
Moments of truth, choice, return on investment
In hospitality management, in terms of guests: we must manage the "__ __ __", and in terms of team members: be the "employer of __" in terms of investors, give appropriate ___ __ _- (ROI)
midscale (family dining)
In what segment would you expect to automatically receive coffee, juice, and toast within a short period of time? (around 5 minutes)
more, casual, less, fewer
Industry segments vary by: menu labor - as you go up, there is ___ labor service liquor - when you get to ___, there is liquor served hours of operation - as you go up, restaurants operate ___ hours meal periods - as you go up, restaurants have ___ meal periods
resources, responsibility
Jan Carlzon said that giving someone the freedom to take responsibility releases ___ that would otherwise remain concealed. An individual without information cannot take _____; an individual who is given information cannot help but take _______
individual, evaluations, platinum
Managing and working together effectively: recognize ____ differences, diversity training, mentors, management ____, be part of the solution, the __ rule
associate
Marriott is known for having great ___ rates and also family and friends rates
Casual Dining
Outback Steakhouse, Red Lobster, The Cheesecake Factory, Friday's, Red Robin, Ruth's Chris Steak House, Ruby Tuesday, Kids Club, and Logan's Roadhouse are all examples of what segment of dining?
primary
Physical differences (___) are the ones that are protected legally
QSR/LSR/Fast Food
Pizza Hut, Domino's Pizza, Papa John's, Little Caesars, CiCi's Pizza, and Chuck E Cheese's are all examples of what type of restaurants?
customer, employee
The Hilton has twitter watch, ____ focused training, Hilton Honors, and offers great ____ rates
Malcolm Baldrige National Quality, $2,000
The Ritz-Carlton is the only service company to have won the prestigious ___ ___ ___ ___ Award TWICE - in 1992 and again in 1999 (one year after being acquired by Marriott) - How much money are their employees given to fix problems?
lodging
The ___ segment of hospitality, travel, and tourism includes rooms (full service, limited/select service), F&B, sales/meeting/convention
commercial foodservice, non-commercial foodservice
The ____ ___ segment of hospitality, travel, and tourism includes: fine dining, casual dining, family, QSR The __ ___ segment of hospitality, travel, and tourism includes: on-site/institutional (schools, health care, B&I)
secondary
The attributes that matter are not visible (they are _____)
C
The combination of goods and services that make up the guest's entire experience is called what? A. Service sector B. Product-service mix C. Benefit package D. Physical psychological trade-off E. Hour of truth
E
The formula for calculating restaurant "table turns" is what? A. total guests served / total seats B. total tables / total seats C. total revenue / total seats D. total guests served / service time per table E. total guests served / total seats
moments of truth
The key to service lies in recognizing and meeting (exceeding) customer expectations. ___ __ ___ must make good impressions for the customer. In order to WOW the customer, we should try to remember the things they like and specifically ask for and have them ready.
C
The organization representing all SHM students at Penn State is: A. PSHS - Penn State Hospitality Services B. PSHFS - Penn state Housing and Food Services C. PSHRS - Penn State Hotel and Restaurant Society D. AH&LA - American Hotel and Lodging Association E. NRA - National Restaurant Association
A
The primary trade publication serving the restaurant and foodservice industry is called what? A. Nation's Restaurant News B. National Restaurant Association News C. Restaurants Magazine D. Foodservice Weekly E. Restaurant and Foodservice Industry News
crudites
These are vegetable trays.
platinum rule
Treat others as they want to be treated.
true
True or false: private clubs can discriminate because they are not taking federal dollars
demographics, multicultural, supply
What are the 3 forces that affect growth and change in the hospitality industry? 1. _____ and the changing population 2. valuing and managing a ___ clientele and workforce 3. ____
breakfast, lunch, dinner
What are the meal periods for midscale (family) dining?
Marriott
What company operates on this principle?: "Making sure our associates are well cared for so they in turn take care of our customers"
Darden
What company owns Applebee's?
Bloomin Brands
What company owns Bonefish Grill?
Bloomin Brands
What company owns Carrabba's Italian Grill?
Brinker
What company owns Chili's?
Darden
What company owns Longhorn Steakhouse?
Brinker
What company owns Maggiano's Little Italy?
Bloomin Brands
What company owns Outback Steakhouse?
Brinker
What company owns Romano's Macaroni Grill?
Quick Service Restaurant
What does QSR stand for?
Dardon
What is an example of a company?
sexual orientation
What is not protected under federal law?
20 minutes
What is the average amount of time a person spends at midscale (family) dining places?
midscale (family) dining
Which segment is characterized by portioning to reduce waste and having pictures of the food on the menus?
casual dining
Which segment is characterized by speciality, ethnic, "eatertainment"?
recreation
Which segment of hospitality, travel, and tourism gives you the opportunity to work outdoors?
physical items, sensual benefits, psychological benefits
according to the product-service mix, what are we selling?
home meal replacement
an example of __ __ __ is Boston Market - instead of having to cook, a family can pick this up and it will be like what a meal would be if you cooked it at home
Baby boomers
born 1946-1964, range in age from 49-67, represent 26% of the population, are in their "high income" years and are driving much of the economy, and represent a large share of overall spending on foodservice, lodging, travel, and recreation
Generation X
born 1965-1975, range in age from 38-48, represent 14% of the population, mid career or career establishment, many have children now, technological savvy, highly educated, different values than boomers
Generation Y
born 1976-1994, range in age from 19-37, the children of boomers, represent 24% of the population, the teenage segment of this alone represents 21% of overall spending in the U.S., characterized by diversity in makeup and behavior
forle meat
forced meat (used in pates)
LSR/Burger
in 2014, what was the largest segment in the top 100? - with 32.7% of the top 100 sales and 23.7% share of units
psychological benefits
in the product service-mix, comfort, status, and sense of well-being fall under what category?
sensual benefits
in the product service-mix, taste and aroma, table service, atmosphere, and "Selling the sizzle" fall under what category?
concept
market segments: the idea for the restaurant is called the ___ (example: Rainforest Cafe)
polarization
outlook for hospitality: Limited Service versus Service Intensive organizations, has led to growth in certain segments of the industry (luxury hotels, limited service restaurants), has generally been positive for the industry as a whole as well as for consumers - what is all of this describing?
accelerating competition
outlook for hospitality: competition across segments has increased dramatically, international competition has also increased, competition has led to more emphasis on creating specialized niches and better management practices, factors include: cost of money and demand for specific services - what is all of this describing?
value consciousness
outlook for hospitality: customers are getting smarter and more selective, customers look for value in all hospitality experiences and purchases, value doesn't mean the lowest price, customers also tend to balance time and money spent - what does all of this describe?
Jack In The Box
outlook for hospitality: increases in food borne illness has resulted in a raised concern on the part of consumers, raised concerns in the US probably began with the _____ __ __ __ incident in the 1970s
service is the difference
outlook for hospitality: service is more and more what brings customers back (or prevents them from returning), companies that provide excellent service inevitably lead their segments, not limited to hospitality - what is all of this describing?
empowerment
the act of providing additional levels of responsibility to both employees and managers
intimidation
this is a type of discrimination in the workplace: overt threats or bullying directed at members of specific groups of employees (African American employees have found nooses hanging over their desks)
inclivity
this is a type of workplace discrimination: disrespectful treatment, including behaving in an aggressive manner, interrupting the person, or ignoring his or her opinion (female lawyers say that male attorneys frequently cut them off or do not adequately address their comments)
exclusion
this is a type of workplace discrimination: leaving out certain people from opportunities, social events, discussions, or informal mentoring; can occur unintentionally (women in finance claim they are assigned to marginal jobs or given light workloads that don't lead to promotions)
ticket times
this is how long it takes for the food to get to the customer
year over year revenues
this is how much money a restaurant makes this year compared to last year (ex: Chipotle - great year over year revenue this year)
heterogeneity
this is one of the 4 characteristics of service: always different, never exactly the same - due to guest's unique demands and servers' unique style, service encounters are different every time
perishability
this is one of the 4 characteristics of service: cannot be held in inventory (if not used now, the opportunity is gone forever) (ex: if don't sell rooms tonight, the opportunity will be gone forever)
intangibility
this is one of the 4 characteristics of service: cannot hold or touch, the guest uses or consumes services, but does not "take them away" - "leave with nothing but a memory" (the experience)
inseparability
this is one of the 4 characteristics of service: services are created and consumed at the same time, with the guest's involvement (telling customer the specials)
Jan Carlzon
this person said that everyone needs to know and feel that he is needed, he came up with the "moments of truth", everyone wants to be treated as an individual
independent
when talking in terms of restaurant ownership, what describes when a person owns their own restaurant?
inseparability, intangibility, perishability, heterogeneity
what are the 4 characteristics of service?
sometimes lunch, dinner
what are the meal periods for casual dining?
$50+
what is the check average for fine dining?
beginning inventory + purchases - ending inventory
what is the formula for cost of goods sold?
Panera
what restaurant is dominating the Bakery-Cafe segment with 79% of sales in the top 100?
total number of people served
when talking about the equations for check average and table turns, what does number of covers mean?
extending inventory
when value is based on units and unit cost, what is this called?
casual dining
which segment is characterized by entertainment and beverage alcohol?
casual dining
which segment is characterized by slower turns, higher check average and "grazing"?