DECA PI

Explain the impact of the ADA on providing guest services

"ADA Title III prohibits the discrimination against individuals with disabilities in the full and equal enjoyment of the goods, services, facilities, privileges, advantages or accommodations of any place of public accommodation." Hospitality services must make reasonable modifications to policies, practices and procedures to give people with disabilities access to their facilities.

Explain the concept of productivity

- output per worker hour that is measured over a set period of time (week, month or year) Higher productivity increases profits. Businesses can increase their productivity by investing in new equipment, technology or facilities, providing additional training to staff or increasing the responsibilities of workers.

Determine the impact of business cycles on business activities

A business cycle is a series of recurring changes in economic activity. Four phases make up a business cycle: expansion, recession, trough, and recovery. During expansion, the economy is flourishing. It is a good time for businesses to start up or expand due to the increased output of goods and services. Recession is a time of economic slowdown lasting at least two quarters. Companies reduce their output during a recession, and consumers have less money to spend on goods and services. A prolonged recession is called a depression. A trough is the low point in a business cycle. It marks the beginning of the transition from recession/depression to recovery when signs of economic growth are near. In the recovery phase, demand increases and businesses respond by hiring more workers and supplying more goods.

What should be included in a daily revenue report

A daily revenue report would include the following: Total sales: the sum of sales, minus discounts Gross sales: total sales plus total sales tax Cash at end of day: physical count of all cash in register Cash at start of day: beginning balance of cash in register Total cash revenue: cash at end of day minus cash at start of day Total card revenue: amount collected from credit, debit and gift cards Total revenue: total cash revenue added to total card revenue; this amount should be equal to the gross sales Over/Short: if the total revenue does not match gross sales, the report would show an overage or shortage

Explain the concept of gratuities

A gratuity is given when the customer is happy with the service provided. This amount is usually left up to the customer, but in many types of businesses a set percentage of the total bill is accepted practice, such as 15% for restaurant service.

Explain the nature and scope of purchasing

A person who purchases goods for business purposes is called an organizational buyer. The types of purchasing situations include: new task purchase, in which a purchase is made for the first time; modified rebuy, where the buyer has had experience buying the good or service but some aspect of the purchase has changed; and straight rebuy, when a buyer routinely orders the goods or services from the same vendor(s) as in the past. Suppliers should be selected using the following criteria: production capabilities, past experiences, special buying arrangements, and special services. Purchasing also involves the skill of negotiation. Items to be negotiated include prices, dating terms, delivery arrangements, and discounts.

How can someone determine the profitability of menu items?

A portion cost or total meal cost can be determined for menu items. Portion Cost: Total cost of recipe ingredients / number of portions Total Meal Cost: Add all portion cost for a meal together That cost is subtracted from the selling price of the item or meal to determine the profit.

What should be included in a pre-departure briefing

A pre-departure briefing would include the following elements: • Health - immunizations, if needed. • Medications - have a copy of prescriptions and extra medications • Baggage - mark inside and out • Documentation - passport, contact information • Travel insurance - purchase if desired • Currency - have credit cards and make exchange of traveling abroad

Explain the nature of restaurant health and sanitation laws

A restaurant must follow food safety and sanitation laws or they may suffer serious consequences, such as sickness or death of guests. If food safety codes are not met, the restaurant could suffer from a bad reputation and be shut down by a regulatory agency.

Why is it necessary to recognize personal biases and stereotypes?

A stereotype is an oversimplified distorted belief about a person or a group. It is important to recognize personal biases or stereotypes so that we may correct them. When you learn about others you become more tolerant and understanding.

Describe the nature of income statements

An income statement is a summary of a business' income and expenses during a specific period of time. Often called a profit and loss statement, it is used to calculate revenue, costs and expenses, and profit/loss. Income statements have several major parts: total sales, net sales, cost of goods sold, gross profit, operating expenses, other income/expenses, net profit/loss before taxes, and net profit/loss after taxes. Some of these figures must be estimated or projected, such as total sales and business expenses.

Describe the nature of the divisions of a hotel's organizational structure

An organizational structure shows the communication chain in a hotel. The divisions can be divided in two different ways: 1. Revenue and support centers 2. Front of house and back of house

Describe the duties of employees in back-of-house operations

Back of house operations can include business functions - such as human resources, management, accounting, reservations, operations and sales. These functions are the driving force behind the scenes on any property. The housekeeping department is mainly responsible for the daily cleaning and care of guest rooms, the front desk and lobby areas, restaurants, banquet and meeting rooms, restrooms and other offices or rooms on the property. The engineering department takes care of mechanical equipment and the physical upkeep of the hotel.

Develop policies and procedures for responsible alcohol service and intervention

Careful service of alcohol is important to any establishment. In many states the server can be held liable if there is an alcohol related accident. Some policies and procedures to establish may include the following: 1. Servers should be licensed/certified (if appropriate) 2. Verify that the guest is of legal drinking age 3. View identification 4. Monitor guest intake 5. Be aware of signs that a guest is intoxicated 6. Know how to cut off a guest 7. Provide continued training for employees

Describe connections between company actions and results (eg, influence buying behavior, etc)

Company actions that affect consumers include: advertising, pricing, product mix, supply of goods, sales and promotions, product development and improvement, product safety, payment options, etc. Company actions that affect the competition include: advertising, pricing, product mix, supply of goods, sales and promotions, distribution methods and locations, etc. Company actions that affect employees include: the use of technology in production and record keeping, managerial ethics, human resources management, production planning and scheduling, risk management, investing, etc. Other actions to be considered include company actions that affect things like the environment, the global economy, etc.

Explain communication systems that can be used to assist clients with special needs

Deaf clients can be assisted by using a TTY or relay service when they call. TTY stands for teletypewriter. This device allows deaf people to communicate using the phone lines. The information is typed in and then displayed on a small screen. TRS stands for telecommunications relay service. This is where a special operator types whatever you are saying for the deaf person to read on their display unit.

Describe food and beverage requisition procedures

Describe food and beverage requisition procedures. The following procedures should be followed when purchasing food and beverage items: • Know the current menu and selections offered • Know what stock is on hand • Know when to purchase perishable items • Verify the order when it is received • Check for freshness, spoilage, and proper temperature of items received • Pay for items received

Describe the determinants of exchange rates and their effects on the domestic economy

Exchange rates are determined by the: • Balance of payments: a positive balance of payments creates a stable or rising currency. • Economic conditions: inflation and interest rates can affect a countries currency rate. • Political stability: a stable political environment creates a stable currency.

How can the revenue contribution of food service operations to a hotel's profitability be analyzed?

Food service is only second to lodging when it comes to revenue generation. Most hotels see anywhere between 20-40% of revenue from their food service. Food service revenue can be determined by dividing food service revenue by total property revenue.

Describe the duties of employees in front-end operations

Front end operations include: Front Office: Register guests, assign rooms and check out guests Communications: Receiving calls, placing calls, tracking and relaying charges, answering questions, making wake-up calls, and monitoring automated systems. Reservations: Receiving, accepting and making reservations Uniformed Service: Meet, greet and help guests to the front desk and to their rooms

Describe types of guest reservations

Guest reservations fall into two categories: guaranteed reservations and non-guaranteed reservations. Guaranteed reservations assure the guest that the hotel will hold a room until a specific time on the scheduled arrival date because the room is secured through payment. 1. Prepayment: requires that the guest pay in full before arrival. 2. Credit/Debit Card: unless properly cancelled the card will be charged. 3. Advance Deposit: requires that the guest pay the hotel a specified amount of money before arrival. 4. Travel Agent: the room is secured and held by a travel agency. 5. Voucher or MCO: a travel agency voucher or miscellaneous charge order, which are guaranteed through the agency and regulated by the Airline Reporting Corporation (ARC). 6. Corporate: a contractual agreement between the corporation and the hotel which states the financial responsibility of the corporation. Non-guaranteed reservations, assure that the hotel will hold a room for the guest until a stated time, but no guaranteed payment is required if the guest does not show

Describe the process of coordinating the preparation of guest rooms

Housekeeping and the front desk must be in constant communication. The executive housekeeper is given a status report each morning and is then responsible for the staff preparing rooms for guest arrival. Rooms are usually classified in four ways: • Check out: Guest has checked out, but the room has not been cleaned yet. • Stay over: Guest will spend another day in the hotel; the room needs cleaning. • Vacant ready: Room is clean and ready to be occupied. • Out of order: Room is not available due to a maintenance problem or renovation.

Explain the concept of price in the travel and tourism industry

In the travel and tourism industry, supply and demand play a significant role in pricing. A variable pricing strategy is common and often based on what consumers consider to be a fair price for the product.

Explain display considerations in food service

It is important for a business to have an emergency plan in place. The staff should be familiar with and understand the emergency plan. It is also important to practice emergency drills with the staff to make sure they are prepared in case of an emergency.

How can a business ensure continuity of service quality when unexpected situations arise?

It is important for a business to have an emergency plan in place. The staff should be familiar with and understand the emergency plan. It is also important to practice emergency drills with the staff to make sure they are prepared in case of an emergency.

What can an employee do to ensure a restaurant is in compliance with health codes?

It is important that all staff who handle food have a food handler's certificate and understand the health codes. Some of the critical safety knowledge is in personal hygiene, food preparation, cleaning and sanitizing, and safe chemical handling.

Explain employment opportunities in the food and beverage industry

Jobs in the food and beverage industry can be broken into two categories - front of house and back of house. Front of house: Employees who have direct contact with guests. Maitre d'hotel, from the French for "master", manages reservations, greets and seats guests, and handles complaints. Cashier accepts payment from guests and balances the register. Wait staff, take guest orders, see to their needs, and serve food. Bus staff assists waitpersons in serving food, refilling beverages, cleaning tables and re-setting tables. Back of house: Another division is the kitchen where food is prepared to serve to guests. Executive chefs train and manage the kitchen staff and operations. Sous chefs, from the French word for "under", are assistant chefs to the executive chef. Expeditor takes orders from the dining room and delivers them to the stations in the kitchen. Production chefs are responsible for specific categories of food.

Explain types of lodging accommodations in the hospitality industry

Lodging accommodations in the hospitality industry include: 1. Commercial hotels: usually located in downtown areas and cater to business travelers. 2. Airport hotels: located close to major travel centers and cater to business travelers, airline passengers, and airline personnel. 3. Suite hotels: feature rooms with a seating area and a separate bedroom. They cater to frequent travelers, people relocating, vacationing families and the traveling professional. 4. Extended Stay hotels: are similar to suite hotels but offer kitchen amenities in the room and they cater to long term stays of five days or longer. 5. Residential hotels: usually provide long-term or permanent accommodations for people in urban or suburban areas. 6. Resort hotels: are planned destination or vacation spots and they provide recreational facilities, and extensive dining options. 7. Bed & Breakfast hotels: B&Bs are usually homes or cottages that are operated by the owner who serve breakfast to the guests. 8. Vacation Ownership & Condominium hotels: these properties typically involve individuals who purchase the ownership of accommodations for a specific time period. 9. Casino hotels: the guestrooms and food and beverage operations in a casino hotel may be quite luxurious. Their function is secondary to casino operations. They tend to cater to leisure, vacation travelers. 10. Conference Centers: handle group meetings and most provide overnight accommodations for meeting attendees. 11. Convention hotels: may have upward of 2000 rooms to accommodate large conventions for state, regional, national or international organizations. 12. Alternative lodging: recreational vehicle parks, campgrounds, mobile home parks, and cruise ships.

Describe the nature of the food and beverage industry

No matter what type of restaurant consumers choose, they expect good quality food and excellent customer service. The National Restaurant Association defines three primary types of restaurants: Table service- includes restaurants where consumers are served, at a table, by waitstaff Quick service - includes restaurants where consumers order at a counter On-site food service - includes catering companies A higher menu price increases the customer's expectation of the dining experience.

Explain the nature of operations

Operations can be defined as the daily activities that provide successful outputs for the business. Some common types of operations are facility management, logistics, scheduling, information management and safety and security.

Explain the nature of personnel regulations

Personnel regulations are put in place for the protection of the employee. There are laws to protect employee's health and safety, to protect them from discrimination, and to provide adequate compensation in the terms of pay and benefits.

Describe the concept of price stability as an economic measure

Price stability is a factor that can enable economic growth. When prices are stable, investors and businesses know what to expect in the marketplace and in government. Businesses can make long-term plans knowing that market conditions will not change drastically and that the government will not run out of money. Globally, investors are more likely to put their money into countries with price stability, leaving behind nations that could use those investments for economic expansion.

Explain the concept of production

Production is the process of creating, expanding, manufacturing, or improving on goods and services. It is a function of business found in all industries and service-related operations. There are three main forms of production: extraction and cultivation, processing, and manufacturing. The three categories of products used by businesses and consumers are natural resources, agricultural products, and processed goods. Four types of businesses that are responsible for production are producers, extractors, farmers, and manufacturers. Company leaders focus on efficient production and consider the many situations that may affect it. Companies that want to be industry leaders strive to produce the most innovative products as efficiently as possible.

Explain promotional methods used by the travel and tourism industry

Promotional methods used in the travel and tourism industry, include: Personal Selling: Any staff that come in contact with guests/clients are involved in personal selling. Advertising: Any promotion that is paid for, is considered advertising. This includes all paid promotion that is seen in three categories: print, broadcast, and specialty. Public Relations: Public relations enhances a business's image or reputation. This form of promotion includes publicity which is unpaid promotion. Sales Promotion: Any activity that engages guests/clients. These include contests, games, coupons or sweepstakes.

Explain security considerations in the travel and tourism industry

Protecting national security is important, as well as protecting the health and safety of travelers. The travel industry and the government try to work closely to make rules and regulations that are beneficial to both. Security measures usually include the following: • Sanitation rules and regulations • Passenger and luggage screening

Describe the rights of customers in the hospitality and tourism industry

Regulations are put in place to protect consumers' health and safety. All hospitality and travel-related businesses must comply with state and local laws governing fire, safety and health standards.

Explain responsibilities of food-service employees

Responsibilities of food-service employees can be broken into front-of-house and back-of-house. Front-of-house: These employees are responsible for making reservations, greeting and seating guests, taking orders, serving, handling payments and clearing and resetting tables. Back-of-house: These employees are responsible for handling and preparing food for the guests and washing dishes.

What can be used to analyze restaurant sales (average check, seat turnover, sales per square foot, etc)

Restaurant sales can be analyzed using the following methods: Average Daily Seat Turnover: Average number of times a seat is filled during the day Average Check: Average food and beverage spending per guest Sales per Square Foot: Sales divided by the size of the property

Describe features and benefits of restaurant service styles

Restaurant service styles include: Plate service: The fastest table-service, does not require servers to have as much experience, has low equipment costs. Cart service: Considered elaborate, items are cooked table side, size of portions may be modified, usually high-end/gourmet restaurants. Platter service: Food is prepared in kitchen, portions can be modified, faster and less expensive than cart service, highly trained staff Family-style service: Easy to implement, requires little dining area space or special equipment, table turnover rates are high, can charge a reduced price.

Differentiate between service marketing and product marketing

Service marketing is based on an impression; the impression of the environment, the staff, and the attention given to the customer. Product marketing is based on a tangible product that the customer can use.

Describe current issues and trends in the food and beverage industry

Some trends that are currently affecting the food and beverage industry include the following: • Health: people are eating healthier cooked meals • Organic: people enjoy eating organic and locally grown foods • Improving customer service: reservation and ordering applications for smart phones • Rising number of single adults: they tend to eat out more often • Innovative farming techniques: make fresh food available year round • Consumers have less time: Home meal replacements, home delivery or cyber shopping.

Describe how to interpret statistical findings

Statistics are used to describe and summarize data in order to make the date more meaningful and easier to understand. Commonly used statistics in business include distribution, central tendency, and dispersion. Distribution is a summary of the frequency of values for a variable. The central tendency is an estimate of the center of a distribution of values, including mean, median, and mode. Dispersion is the spread of values around the central tendency, measured with the range.

Describe the nature of business records

Technology has made it easier and more efficient to maintain business records through management information systems (MIS). The functions of an MIS are to gather, analyze, store, and report on data. Records are kept regarding financial information, production and inventory, marketing and sales, and human resources. Data sources may be external, such as from financial institutions or government agencies; or they may be internal, including data from accounting, inventory, and sales figures. Business record keeping requires one to: identify the information needs of the organization, obtain the data, process and analyze the data, organize the data in a useful manner, distribute information to those who need it to make decisions, and update the data and records as needed.

Explain the functions performed by the divisions and departments in a lodging operation

The following divisions and departments in a lodging operation perform these functions: Rooms: Provide services directly to guests Food & Beverage: Provide food for guests Engineering & Maintenance: Maintain the appearance of the property Marketing & Sales: Provide sales, convention services, advertising and public relations

What techniques can be employed to resolve disputes raised by customers?

The following steps can be used to resolve a dispute: 1. Show empathy for the customer 2. Acknowledge the customer's feelings 3. Apologize for the situation 4. Let the customer know you want to help 5. Ask for more information 6. Repeat the customer's concern 7. Let the customer know you value their patronage 8. Explain options that are available to fix the situation 9. Summarize the actions that will be taken 10. End on a pleasant note

Describe how to monitor internal records for business information

The functions of an information system are to gather, analyze, store, and report on data. Records are kept regarding financial information, production and inventory, marketing and sales, and human resources. Internal data includes accounting records, inventory information, company sales figures, and more. A company's balance sheet, cash flow statement, and income statement are records that are monitored during a specific period of time. They are used to calculate revenue, evaluate costs and expenses, and measure profit/loss.

Describe the nature of the hospitality and tourism industry

The hospitality and tourism industry is service driven and covers a wide array of businesses. Some examples are: hotels/motels, B&Bs, conference centers, resorts, restaurants, airlines, cruise ships, theme parks, outdoor/adventure, and many more. Tourism is a big revenue generator for cities, counties, and states. Hotels and motels, restaurants, and other shops all benefit from travelers. Tourism also provides jobs.

What can an employee do to convert customer objections into selling points?

The most important thing an employee can do is listen to the customer and address the objection. There are several methods that can be used; some of them are listed below: Substitution: recommend a substitute product to the customer Boomerang: turn the objection into a selling point Question: ask more questions to clarify the objection Superior Point: acknowledge and then provide superior points to offset the objection Denial: correct the misinformation with facts Demonstration: show the customer how the product works Third-party: use a testimonial from previous customers

Explain types of business ownership

There are four possible forms of business organization: sole proprietorship, partnership, corporation, and limited liability company (LLC). The choice depends on the financial and tax situation of the owner, the type of business, the number of employees, and the level of risk involved. Each has advantages and disadvantages to be explored. A sole proprietorship is a business owned and operated by one person. A partnership is a legal agreement between two or more people. The two types of partnerships are general and limited. A corporation is a legal entity created by a government statute authorizing individuals to operate an enterprise. A limited liability

Explain types of investments

There are several main types of investment vehicles. Common stock is a unit of ownership of a company that entities the owner to voting privileges. Preferred stock is a type of stock that gives the owner the advantage of receiving cash dividends before common stockholders receive them. Stocks are attractive as an investment because owners share in the success of the company. A corporate bond is a corporation's written pledge to repay a specific amount of money, plus interest. Similarly, a government bond is the written pledge of a government or municipality to repay a specific amount of money, plus interest. When you buy a bond, you are lending money to a corporation or government entity for a period of time. Mutual funds are investments in which investors pool their money to buy stock, bonds, and/or other securities. The investments are selected by professional managers who work for an investment company. Their expertise can be beneficial to inexperienced investors. A final form of investment is to own real estate. The goal of this is to own property that increases in value so you can sell it at a profit or receive rental income.

Describe an approach for setting a base price (cost, demand, competition)

There are three approaches for setting price. Cost-Oriented Pricing: The business would determine all costs associated with making the product and would add on their intended profit. Demand-Oriented Pricing: The business would determine what consumers were willing to pay for their product and their perceived value of the product. Competition-Oriented Pricing: The business would determine what their competitors were charging for the product and decide whether they wanted to sell below, in-line with or above their competitors' price.

Explain employment opportunities in the hospitality industry

There are three levels of employment opportunities in the hospitality industry: Entry Level: high school education and no experience in the industry Skilled Level: move up from entry level, come from other disciplines or have a degree from a technical school or junior college Management Level: many have college degrees and some move up with experience in the industry

What factors should be considered when developing food cost-control plans?

To evaluate source data, consider the following: Is the subject matter consistent with the defined problem or issue? Do the data apply to the population and/or time period of interest? Do the data appear in the correct

Describe the development of the hospitality and tourism industry

Tourism began its expansion in the eighteenth century due to improvements brought about by the Industrial Revolution. Improvements in transportation, communication, and leisure time influenced the expansion of tourism into the major industry of today.

Explain factors affecting the development and growth of the travel and tourism industry

Travel appeals to all ages and incomes and several trends have emerged. The Baby Boomer generation travels often. They not only travel alone, but travel with their grandchildren. Younger people are trending toward shorter, more expensive vacations. Business travel is balanced between males and females, where it was predominately males in the past. Business travelers also bring their families along and make it a family vacation.

Describe the impact of international policies on the travel and tourism industry

U.S. citizens who travel internationally are subject to many rules and regulations that are constantly changing. It is important for the travel and tourism industry to be up-to-date on the issues that will affect their customers. Some of those may include the following: passports, immunizations, duties and safety of travel to a different country.

What steps should an employee take to verify customer's identification when providing age-restricted products?

When selling age-restricted products, it is important to verify the customer's identification. The following steps should be used: • Check the birth date on the identification. • Check the photo on the identification. • Know how to spot fake identification cards. • Ask for a second form of identification if uncertain. • Refuse service if there is still doubt.

Explain the nature of workplace regulations such as OSHA and ADA

Workplace regulations are put in place to protect workers. Two such regulations include: • OSHA (Occupational Safety and Health Administration) is a broad set of rules that protects workers in all trades and professions from unsafe working conditions. • ADA (Americans with Disabilities Act) was put in place to prevent employers from discriminating against potential and existing employees with disabilities.