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.
glass ceiling
This is the level at which women can achieve, can't get past a certain spot
barista
This is the person who makes your coffee for you. (Think Starbucks)
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
fine dining
This segment has a much higher check average and the table turns depends on the day
fine dining
This segment of dining is characterized by "quality" (freshness=more waste)
1 hour and a half - 2 hours
What is the average time spent at a table in a casual dining restaurant?
about $4-8
What is the check average for QSR/LSR/Fast Food restaurants?
$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?
Fine dining
What segment is used to celebrate special occasions?
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)
Chick-fil-A
Which company is openly anti-gay and is not open on Sundays because they want their employees to be able to spend time with family/go to Church?
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?
QSR/LSR/Fast Food
Which industry segment has high volume/table turns/ee turnover?
QSR/LSR/Fast Food
Which industry segment has pre-portioned products/standadrized?
QSR/LSR/Fast Food
Which industry segment is characterized by mostly franchises?
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?
sanitation
more recent incidents with food borne illness have raised questions about the quality of food supply and even the water supply - this is a concern with ___
hostile environment
this describes a type of discrimination in the workplace - makes a person feel uncomfortable going to work (ex: company paid strip club visits)
inventory shrinkage
this happens when people steal items from inventory
plate waste
this has to do with how much food is wasted
franchise
when talking in terms of restaurant ownership, what describes when you work there but someone else owns the idea?
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?
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?
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
False
TRUE or FALSE: Only some service interactions are important.
Management
This has to do with planning, organizing, staffing, leading, and controlling.
filet mignon
This is a cut of meat that comes from the tenderloin (backbone up rib cage) - the beef comes from steer (neutered bull)
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.
restaurateur
This is a person who manages a restaurant
locavore
This is a person who only eats locally grown food.
hotelier
This is a person who owns/operates a hotel
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.
Hospitality
This is any organization that provides food, shelter, recreation, and other services to people away from home.
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
espresso
This is the actual coffee part of your latte or cappuccino.
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?
up
As you go to nicer establishments, guest expectations go up or down?
globalization
__ is one of the greatest factors affecting the industry as it impacts every facet of operations including: competition, work force, travel patterns, company alliances
goods, services
___ are tangible while ___ are intangible
up
As you go to nicer establishments, staff training goes up or down?
down
As you go to nicer establishments, table turns goes up or down?
up
As you go to nicer establishments, the employee to guest ratio goes up or down?
up
As you go to nicer establishments, time at table goes up or down?
hors d'oeuvres
This comes before the meal, can be butlered or sitting - can be pastries
appetizers
This comes before the meal, is served as the first course while sitting
champagne
This comes from the champagne region in France. If it does not come from there, it is just considered sparkling juice.
Darden
Bahama Breeze, Seasons 52, Capital Grille, and Yardhouse are owned by what company?
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"?
Bloomin Brands
Bain Capital LLC is also known as which company?
meeting or exceeding the customer's expectations
What constitutes "quality" service?
France
What country is famous for foie gras?
family feel
Does Marriott have a family feel or a business feel?
40%
If food revenue = $100,000 food cost = $40,000 gross profit = $60,000 What is the food cost %?
identify the problems
how do we fix service?
over time, make little adjustments
how do we improve service?
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%
Casual Dining
Applebee's is an example of what segment?
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
up
Check average goes ___ as you go up to finer establishments
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?
<, >
For fine dining, the table turns depends on the day. __ 1 Sun-Thurs __ 2 Fri and Sat
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?
Hotel, Restaurant, Institutional, Management
Hospitality, Travel, and Tourism - What do each of the letters stand for? - HRIM
revenue/# of covers
How do you calculate check average?
# of covers/# of seats
How do you calculate table turns?
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)
3, 24
In midscale (family) dining, how many meals are served, and when are they open?
QSR (burger)
In what segment are the greatest sales?
QSR (burger)
In what segment is the greatest profit?
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
decreasing
Is the percentage of fine dining restaurants increasing or decreasing?
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
QSR
McDonald's is the prototype for which industry segment?
QSR/LSR/Fast Food
McDonald's, Burger King, Taco Bell, Jack In The Box, Chick-Fil-A, Hardee's, Popeye's, In-N-Out, and Church's Chicken are all examples of what type of restaurants?
independent operations
Most restaurants and eating and drinking places are what? independent operations or chain operations?
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
true
Pizza Hut is the prototype for no segment. It incorporates many aspects of multiple categories. True or false?
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?
Hospitality management
Planning, organizing, staffing, leading, controlling resources to create positive experiences and values for all stakeholders
many brands/chains
Quick Service (Fast Food) restaurants are characterized by: many brands/chains or not a lot of brands/chains?
drive-through/delivery
Quick Service (Fast Food) restaurants are characterized by: sit down places or drive-through/delivery?
oxymoron
Self service is considered a(n) _______
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?
dining
The __ market is what people do when they want to eat socially
eating
The ___ market is specifically for the biological need of people having to eat
travel
The ___ segment of hospitality, travel, and tourism includes air, rail, coach, auto, limo, cruises, agents
recreation
The ___ segment of hospitality, travel, and tourism includes clubs, gaming, attractions, stadiums/arenas, entertainment, festivals, community parks
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 _____)
50%, increasing
The average American spends what proportion of their food budget on food away from home? Is this number increasing or decreasing?
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
September 11th
The outlook for the hospitality industry is very positive. There are several factors that affect how the industry operates and the products and services that are offered. One of those factors was _____: it imposed travel restrictions, safety and security issues, cost of operations, government regulations, destinations have been affected
more, men, women
The overall trends in income state: The more education you have, the ____ money you will make. ____ will make more money than ____
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
Stereotypes
These are beliefs about a group that may or may not be true - they are almost certainly NOT true about every individual in that group - they often lead to discriminatory behavior
crudites
These are vegetable trays.
platinum rule
Treat others as they want to be treated.
False
True or false: Hospitality just has to do with hotels.
true
True or false: private clubs can discriminate because they are not taking federal dollars
true
True or false: we will have to deal with the work force changing in many ways, including demographically
QSR and casual
What 2 segments form the Quick Casual segment?
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. ____
maybe lunch, always dinner
What are the meal periods for fine dining?
breakfast, lunch, dinner
What are the meal periods for midscale (family) dining?
Disney
What company has the longest running show on earth?
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?
cast members
What does Disney call its employees?
Quick Service Restaurant
What does QSR stand for?
Pineapple
What has been a symbol of hospitality for centuries?
Midscale (Family Dining)
What industry segment is characterized by families and grill buffets?
Midscale (Family) Dining
What industry segment is characterized by simple menus, prepared to order?
Midscale (Family) Dining
What industry segment is characterized by table service (in and out)?
McDonald's (which is also a company)
What is an example of a brand?
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?
E
Which of the following is true regarding employment in hospitality? A. provides opportunities to work and travel anywhere in the world B. offers a broad variety of career paths and opportunities C. provides opportunities for creativity D. requires hard work in order to be successful E. all of the above
E
Which of these applies to the hospitality industry? A. We have products for sale. B. Products are perishable. C. Much of what we sell is intangible. D. We sell services. E. All of the above
QSR/LSR
Which restaurant segment generates the most total revenue?
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"?
all
Which segment of hospitality, travel, and tourism gives you the chance to be with others/provide service?
travel
Which segment of hospitality, travel, and tourism gives you the chance to travel?
all
Which segment of hospitality, travel, and tourism gives you the opportunity to help others?
recreation
Which segment of hospitality, travel, and tourism gives you the opportunity to work outdoors?
full-service restaurants, hotels
Which segment of hospitality, travel, and tourism has the greatest prestige?
physical items, sensual benefits, psychological benefits
according to the product-service mix, what are we selling?
Goods
articles of trade, merchandise (ex: cars, housing, appliances, clothing, groceries, toiletries)
sensual and psychological
as you go to nicer places, there are more what benefits? (part of the product-service mix)
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
revenue
cost %s are a % of ___
satisfaction, breed
empowerment has been the result of cost cutting efforts but also as a result of trying to improve customer __, it has been able to happen because of the new "___" of employees as well as improved technology and communication
cost of goods sold / revenue
equation for Food Cost %
services
for hospitality students, cooking or serving food, use of a guest room, and checking a guest into room are considered what?
goods
for hospitality students, food/a fryer/toiletries are considered what?
forle meat
forced meat (used in pates)
people coming back, tips, watching facial expressions, asking
if service is intangible, how do we measure it?
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?
goods (physical items)
in the product service-mix, foods and drinks 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?
labor cost $ / revenue (sales)
labor cost %
concept
market segments: the idea for the restaurant is called the ___ (example: Rainforest Cafe)
menu
market segments: the kind of food served, such as Italian, German, Chinese is the ____
atmosphere
market segments: this has to do with what it is like at the restaurant, are there TVs, are the tables nice?
supply
one of the forces affecting growth and change in the hospitality industry is _____ :land is becoming more scarce because prime spots have already been developed and environmental pressures have resulted in certain zoning restrictions food: food safety, sustainability, seasonality, weather, climate change, overfishing labor: employment rate, immigration rates, and restrictions competition for workers, employee turnover, part time versus full time workers
technology
outlook for hospitality - the hospitality industry has been slow in terms of adapting to new technologies but the industry has made some inroads, perhaps the segment that is the most advanced is the airline industry, both in terms of online interaction with customers as well as up-to-the-minute pricing, new technologies are being introduced every year - what is all of this describing?
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?
more
outlook for hospitality: are hospitality organizations becoming more or less diverse?
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?
safety
outlook for hospitality: concern with __ has resulted in destinations, organizations, and society in general attempting to provide a greater level of safety for travelers (example: air marshals)
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?
guests prefer businesses that are going "green"
outlook for hospitality: going "green" is not new, but it reflects industry wide focus on corporate responsibility, most hotels encourage guests to reuse towels and many have embraced low cost changes such as lighting - do guests prefer to support businesses that are concerned about going "green" or businesses that do not show a concern?
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?
profit
restaurant performance metrics: did we make money? (bottom line)
cost %s
restaurant performance metrics: this is how much you pay for food/labor
revenue
restaurant performance metrics: this is sales (top line)
profit = revenue - costs
revenue = ?
target age
the ____ ___ for restaurants differs depending on the place
empowerment
the act of providing additional levels of responsibility to both employees and managers
people
the importance of ___: selection, training, employee awards, participation in planning
service
the performance of duties or work for another (ex: hotels, restaurants, health care, banks, financial services, barbers)
quid pro quo
this describes a type of discrimination in the workplace - it means giving this for that
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)
mockery and insults
this is a type of workplace discrimination: jokes or negative stereotypes, sometimes the result of jokes taken too far (Arab-Americans at work have been asked if they are wearing bombs)
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)
sexual harassment
this is a type of workplace discrimination: unwanted sexual advances and other verbal or physical conduct of a sexual nature that create a hostile or offensive work environment (company paid visits to strip clubs)
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?
carrying trays, using POS, checking people in, can I make you feel good about this?
type of services: electronic-mechanical (high-tech), indirect personal, face-to-face (high touch) task and interpersonal aspects of service - what does this mean?, product process views of service delivery - what does this mean?
inseparability, intangibility, perishability, heterogeneity
what are the 4 characteristics of service?
sometimes lunch, dinner
what are the meal periods for casual dining?
limited service restaurant
what does LSR stand for?
$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?
chain
when talking in terms of restaurant ownership, what describes when a person owns a chain of a restaurant?
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"?