Hotel Management Final Exam

What characteristics does top management have?

Few people, general account of detail, long run and high resource commitment. The higher in the organization the planning activity takes palce, the fewer persons will be involved in the planning and the mroe general in nature of the plan and commitment will be.

Why is necessity a motivation to work?

People need food, shelter and clothing. There is supply and demand. In some families there are dual earners so if one family member is laid off, they will still survive.

What is a resort?

a hotel that provides recreation for its guests, open to public golf, tennis, skiing, water sports, riding, ect. especially sensitive to the economy

What is the span of managerial responsibility?

refers to the number of persons whom the manager routinely interacts (the number who have direct and unhindered access to the manager)

What is a standard?

May specify both procedures and outcomes.

How much direct spending a year do meetings in the US generate?

$85 billion

What are the elements of modern leadership?

1. Authority 2. The psychology of the worker 3. The work group as a social unit

What are long-term planning tools?

1. Break-Even Point (BEP) 2. Payback Period (P) 3. Return on Investement (ROI) 4. Rate of Return 5. Cost-Benefit Analysis

What are the 3 parts of leadership and change?

1. Establish direction - figure out where you want to go 2. Align people - get them committed to achieving goals, not just invovled 3. Motivate and inspire - keep them moving in the right direction

What are the 5 common bases for dividing work into departments?

1. Function 2. Product or service 3. Geography 4. Customers 5. Process

What are the motivations people have to work?

1. Necessity 2. Advantage 3. Personal Satisfaction 4. Independence 5. Encouragement, praise and recognition 6. Money 7. Company Policy

How to resolve a guest conflict

1. listen to the guest - let them vent 2. emphasize with the guest - get angry with them not at them 3. summarize and restate the problem - so they know you listened 4. don't make excuses and don't pass the buck 5. resolve the problem 6. reconfirm with the guest that you have corrected the problem and check for acceptance. 7. document conflict.

What percent of hotel revenue comes from meeting business?

36%

what is the average age of a cruiser?

46

What is Pareto's Principle or the 80/20 rule?

80% of our revenues come from 20% of our customers.

what percent of cruise vacations are booked through travel agents?

90%

What are the two types of psychographics?

Allocentric - peak and experience culture, lifestyles and landscapes where totally different from their home place and they pursue freedom without organize or plan Psychocentric - tourists enjoy destinations that are familiar to them, they are less likely to travel away from existing locations and are likely to stay for short periods of time.

Who was Kemmons Wilson?

Applied the idea of franchising to the lodging industry in the early 1950s in a way that swiftly built a national organization, setting the pace or change in the lodging industry. Developed a motor hotel, The Holiday Inn, that met needs of both business people and vacationing families. It was the first consumer preference that made Holiday Inns first a major then the dominatnt force in the lodging industry.

What is BLAST?

Believe, Listen, Apologize (be careful with this), Suggest solution, Thank them

What is important about the Savoy hotel in London?

Both Ritz and Escoffier worked together to establish it. Ritz invented/redefined customer service and Escoffier redefined food

Who was Howard Johnson?

Came to the idea of a restaurant with a standard appreance and menu and quality standards that would be immediately recognizeable to travelers. Franchised his operating systems to others not by force but by common interest they all shared.

what are some cruise companies?

Carnival, Royal Caribbean, Princess, etc.

Who does the VP of operations supervise?

Charged with overseeing all properties, general manager of each hotel reports directly to them.

What brands does Choice Hotels International own?

Comfort Inn, Sleep Inn, Rodeway Inn, Clarion, Suburban, Comfort Suites, Main Stay Suites, Quality Inn, Cambria Suites, Econo Lodge

What does CVB stand for?

Convention and Visitors Bureau

What restaurants fall under CBRL Groups, Inc?

Cracker Barrel, Logan's Roadhouse

What is the Principle of Unity of Command?

Dictates that everyone has just one boss, with few exceptions (sexual harassment)

How do you find ADR?

Dollar Sales/Number of rooms sold

Theory X

Douglas McGregor. People do not really like to work, so they must be coerced, controlled, directed, and threatened with punishment.

Theory Y

Douglas McGregor. Physical and mental effort in work is to be as natural as play or rest. Recognizes self-direction instead of external control as the principal means of securing effort. Under the right conditions, people will accept and seek responsibility.

What happens to a hotel/restaurant without control?

Employees believe no one cares. Without feedback, no one can learn from their mistakes.

What is the formula for break-even point?

FC = Fixed Costs (the cost that will occur regardless of volume of sales if the decision is made to go ahea) S = Sales VC = Variable Cost MR = Marginal Revenue MR = S-VC BEP = FC/MR

What is the 4 Seasons famous for?

Famous for training and selection of staff. Cross training of employees

What states have the greatest number of cruisers?

Florida, California, Texas

Who was Henry Fayol?

Focused on the organizational problems of departmental division, work coordination and administrative management. One of the first to rationalize the staff role - contrasted the role of line managemenet. Suggested two bases for dividing work into departments - funcitonal and geographic. Was concerned with the number of people a manager could supervise efficiently - usually around 8 people.

Management

Focuses on problems of large organizations, though it is used in all sized organizations. In 19th century large business organizations came into being, there came a need to develop theories to deal with complex problems associated with organizations (management)

Who is an advisor?

Give the manager their expert advice. Function as representatives of the manager and amplify the manager's ability in a specialized field

What is "hang a room"?

If a guest checks out and housekeeping doesnt clean room that day

What are examples of control through management action?

In food service many operators have found recipes can be key to controlling food quality and reducing waste. In restaurants, managers will regulate garabe and see if one particular items is constantly being wasted then they must change how this item is being prepared, etc.

What is statement of income and expenses?

Is used by operations people both to evaluate performances on a month-to-month basis and to prepare budgets for future operations

What is important about the restaurant Delmonicos?

It invented many things, it has a very famous menu

What is line management?

It passes from one operations person to another in a direct line from top of the organization to the bottom. Ex. a direct unbroken line of authority runs from banquet server to general manager. The preponderant managerial role in the hospitality industry

Who was Harland Sanders?

Kentucky Fried Chicken. Operated a very sucessful restaurant that was bypassed by a new highway. Needed new idea to regain customer's patronage so developed method of frying chicken quickly and under pressure. "Finger lickin' good". Presented business to other restauranteurs - were required to use his system. "Chain" emerged based on shared interests and mutual agreement rather than force of property rights.

What brands does Magnuson own?

Magnuson Grand Hotels, Magnuson Hotels, M Star Hotels

Why is independence a motivation to work?

Many are motivated toward self-direction and independence, the idea of being your own boss. Not everyone seeks independence.

What characteristics do workers have?

Many people, specific account of detail, short run, and low resource commitement. At lower levels, planning involves more people and more detail.

what is bureaucracy?

Max Weber invetned the term. The organization's work is embodied in statements of fixed duties. Decisions goverened by abstract, rational rules that are the only proper basis for decision. Technical qualifications in appropriate field is basis for entry/advancement. Avoiding the arbitrary exercise of power as an absolute monarch, in which people exercise power because of relationship to monarch/person with power.

What is the psychology of the worker?

Most workers strive on encouragement. It must be sincere and specific, the best praise is respect and appreciation.

What brands does Accor own?

Novotel, Sofitel, Motel 6, Ibis, Suite Hotel, Etap, Studio 6, Mercure

What is a balance sheet?

Offers great deal of information on financial analysis, but its use in day-to-day operations is limited.

What is recruiting?

Once we know what kind of people we want for each job, we must try and attract a pool of applicants. Must look at how company describes job.

What happens to a hotel/restaurant without organization?

Only the strongest power would survive. Authority of the strongest power becomes the basis for directing.

What is the formula for payback period?

P = payback period OS = Operant Savings NI = Net Investment P = NI/OS

Why is advantage a motivation to work?

People don't just seek money to live but for other luxurious things. People work hard to get a rais or a bonus, or promotions. There are social recognitions other than money.

What is policy?

Policies are general guidelines for dealing with the future. They don't tell what to do, they indicate how to reach a decision. A plan REFLECTS policy and may include rules, methods and procedures, standards and budgets.

What is managerial accounting?

Prepared by and for INSIDERS (management). Principal concerns of managerial accounting in hospitality industy are food and beverage cost control and labor cost control.

What is the formula for return on investment?

ROI = OS/NI

Who is the "father of franchising"?

Ray Kroc

What restaurants fall under Darden Restaurants?

Red Lobster, Olive Garden, Longhorn Steakhouse

Who is the chef of Noma?

Rene Redzepi

What is the reservations department?

Reservations can be made by the guest via other methods (online) but many requests are still made through the hotel's reservation department. Attempt to maximize: room rate, occupancy rate, known as Yield Management.

What are the hotel operations?

Rooms Division, Food and Beverage Department, and Staff and Support Departments

What are some rules about customer service?

Rule 1: the customer is always right! Rule 2: if the customer is wrong refer to rule 1

Who does the Staff and Support Departments include?

Sales and marketing - responsible for "creating customers" Accounting- roles are moving beyond just bookkeeping Human resources - labor intensive industry requires progressive HR Engineering - oversees heating, cooling, water, etc.

What is a chain?

Share a brand and have a central management.

What are issues in human resource management?

Staffing hotels/restaurants with willing/qualified people has always been challenge. A decline in the number of young workers.

Who is Peter Drucker?

Stated that the basic purpose of business is to create a customer, meaning to determine unfulfilled consumer needs and find a way to fill them. The customer determines what a business is and that the central functions of a business are innovation and marketing. The top man alone knows what the business is all about and alone makes all entrepreneurial decisions - everybody else is a virtual technician who carries out prescribed tasks

Which company is responsible for the introduction of the management controlled recipe kitchen that greatly improved productivity over the traditional kitchen of the day?

Stouffer

Who does the VP of Human resources supervise?

Supervises human resources.

Who does the VP of Finance supervise?

Supervises the comptroller (management level position responsible for supervising the quality of accounting and financial reporting or an organization)

What are the disadvantages of a committee?

Tend to consume a great deal of time, often avoid/don't take action, can be used to avoid/shift responsibility for unpopular/risky decisions.

what is the world's largest cruise ship?

The Allure of the Seas

What is the largest hotel in Vegas?

The MGM Grand

What is brand loyalty?

The institutionalized preferences of a consumer of a product or service based on a brand/logo

What is influence?

The process of affecting the thought, behavior or feelings of another person.

What is authority?

The right to to influence another person and it can be delegated.

Why is personal satisfaction a motivation to work?

The work itself may not be interesting, but the job provides other rewards. Ex. a server that enjoys customer interacts, or chef whose life is centered on perfection.

Why is company policy a motivation to work?

There are fringe-benefits and rewards for working there. Many of these are taking advantage of. These can account for 1/3 of employer's wage bills. Work conditions help people choose where to work too.

What is authority in leadership?

There is the formal leader - the manager with legal rights of authority. Then there is the informal leader who individuals choose. Manager strives to work with this person whenever possible.

What are methods

They indicate how a standard job is to be done. Ex. A standard may dictate how a food product is to be purchased, such as calling for three quotes. Or a standard may dictate a predetermined figure, such as a restaurant's food cost.

What does absence of conscious planning lead to?

This leads to employees planning for themselves. Their goals may be completely unrelated to the organization's goals.

Who is the chef of French Launry?

Thomas Keller

Who was Elton Mayo?

Western Electric Company conducted series of tests to study effects of light levels on worker productivity. Researchers raised level of light in factory, productivity rose. Lowered level of light, productivity rose again. Hypothesis: the attention researchers paid to the workers seemed to stimulate their productivity. Discovered that social pressures in the work group were at least as important as pay in determining level of effort and output of workers.

What is a perfect fill?

When all the rooms are filled and no guests are relocated.

What is the work as a social group?

When people come together to work, they develop a social organization with its own leadership norms of work.

What are the 5 Ws and an H?

Who What Where When Why How

What happens to a hotel/restaurant without planning?

Work becomes chaotic. Order in which things are done, the quality of work deemed acceptable, and how much work must be done all would be determined by individual judgements.

What is cost-benefit anaylsis?

a first step in cost-benefit analyiss is to make explicit those costs and savings that can be identified.

What is a budget?

a plan of action spelled out in dollars, and is usually based on information provided by the management accounting system. Sales for some future period are estimated; then applying the percentage for each expected cost, management can prepare an expense budget.

What is a meeting?

a planned event, people together to accomplish something

What is a cybernetic loop?

action constantly takes place by the manager, and information about that action must constantly pass through the loop to indicate either the process is on course or that corrective action is required. A continuous loop

What is control?

an integral part of every manager's and supervisor's work. It is the work that managers and supervisors do to measure performance against standards, detect and analyze variances from target performances, and initiate corrective action. It records what has happened to discover what went wrong so error can be avoided in future.

who is a hospitality guest?

any hotel, restaurant, foodservice, meeting, or recreation/attraction patron

What is financial accounting?

based on a series of conventions adopted by accounting profession to ensure a common basis of reporting the results of business operations. Principally designed for OUTSIDERS. Balance sheet and statement of expenses are the principal financial reports used.

what is a job description?

basic description of the job. Logic of the description should be obvious.

What is a hotel chain organization chart?

board of directors is on top. Directly under them is the president. Then the VPs, who specialize in certain fields.

What is managing?

both the designing and organizing of work and all the overseeing of it.

What is an information system?

collects, transcribes, and summarizes information about transactions or other events and provides management with a summary for analysis and action. ACTION is followed by some tests against standards. If performance is acceptable, process will continue. Any means of collecting informationa and translating the raw information into an intelligible, usable summary form

What is management training?

companies typically planing to expand, often develop large entry-level training programs for new or promotable management employees

what is tourism?

comprises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes

What are considered functions of management?

controlling, directing, planning and organizing

What is an exursionist?

day trip

What are ways of promoting travel and tourism?

hotel sales, CVBs and other agencies, destination development (trying to go global), government subsidies, packages and tours

What is strategy?

implies large-scale, high-level, and long-term commitment. Lie at the upper end of the pyramid.

What is an informal organization?

informal social organization that grows within work groups. Usually has a leader who is consciously or unconsciously recognized by the group. Group develops own expectations on waht constitutes a fair day's work. Manager realizes that informal group constitutes a real limitation to his/her authority

What is a control system?

is part of a larger plan to measure performance and make improvements.

What is planning?

is the work that managers do to visualize the future in a concrete way and to determine courses of action that will achieve the organization's goals over a definite period.

What is a walk?

lodgin an arriving guest in another hotel because the reserved accommodations cannot be made available due to overbooking

How can you eliminate problems in guest services?

look at the property through eyes of the customer. Do it right the first time. Prevent the snowball effect - starts out small but eventually gets bigger

What is Yield Management?

maximizing room rate and occupancy rate at any given time

What is on-the-job training?

most common method of training in hospitality industry. Pairing new employee with experienced worker. Developing trainers who know the approved way of doing task and are trained in training as well. common procedure used: 1. tell me 2. show me 3. let me do it 4. follow up

How can a supervisor or manager gain an employee's support?

must win their acceptance of his/her authority and their recognition that he or she is a person qualified for responsibility.

What are tactics?

often important, but they are intended to implement the strategy. Tactical issues are generally concered more with short-range localized actions. Like strategies, however, tactics are plants, the means of implementing policy.

What is decision accounting?

often related to strategic planning, differs from financial and management accounting in that it is not cyclical. Information for a decision is assembled in numerical form on a one-time basis. Tends to ignore bookkeeping entries.

What aree goals and policies?

once an organization has established its goals, it is ready to develop policies to implement them. Policies - general guidelines for dealing with the future Goals at all levels of the organization, but policies address goals that affect the entire organization

What is customers in dividing departments?

one of the most common bases at the corporate level. Some companies that operate in sevel different hospitality business areas divide their operations by customer type. Ex. Aramark groups much of its food service by customer - The Business Services division serves B&I industry, the Campus Services division serves colleges and universities, etc.

How do you find occupancy %?

rooms sold/total rooms available

What is a procedure?

sequential set of rules

What are the different sizes of hotels?

small: 1-150 med: 151-400 large: 401 - 1,500 mega: 1,501 - ?

What age group travels the most (including business or pleasure travel)

the 35-44 age group

What is leadership?

the art of getting someone else to do something you want done because he/she wants to do it.

What is delegation?

the division of authority. In formal organizations authority must be shared. Although authority can be delegated, responsibility cannot. Delegation is necessary to get work done.

What is the selection process?

the first step, then followed by orientation and training. Involves gathering, classifying and analyzing information available from several sources. Allows managers to pinpoint applicants they want to interview.

What is goal setting?

the logical place to begin goal setting is with the person who indirectly sets the goals: the guest.

What is goal congruence?

the need to design and present and organization's goals in such a way that organizational goals and individual employee goals mesh rather than clash if maximum harmony and efficency are to be achieved.

Task idea

there is one best way to do work, finding the most efficient means of laying out he workplace

What is a control system?

they are continuous. reports must be timely. Control is aimed at some key point, and no action is called for unless a problem is detected. Control is action-oriented.

What is the rate of return?

this tool organizes that a dollar today is worth more than a dollar wil be a year from now because of the interest today's can earn in a bank.

What are two reasons human resources management is a major concern?

1. Personal service - a field whose stock-in-trade is personal service, the sucess of the whole enterprise rests on the kind of employees and how they perform their job 2. Payroll costs - few hospitality firms spend less than 25% of their sales on payroll costs.

What are three strategic issues?

1. Product and service strategy - in food service, a menu is a plan. The general pattern of an operation's menu represents a strategy. The customer you intend to reach dictates the strategy you will develop. 2. Human resources strategy - two important personnel-related issues to suggest the policies and strategies they dictate. Many companies wishing to avoid unionization use a compensation strategy that offers pay and fringe benefits well above union scale. A company may adopt an aggressive compensation strategy not because of unionization but to help hire the cream of crop in labor market. 3. Community relations strategy - institutions need finanacial support from the community inthe form of sales, donations, or appropriations. Each has a policy of seeking community support.

What is staff planning?

1. begins by identifying each workstation in the operation. 2. manager prepares schedule showing number of persons needed at these stations in the course of each day. Can draw up weekly schedules providing day-off relief 3. must consider employee's needs Part time employees

what are different kinds of clubs?

1. city clubs - food, business, fitness 2. country clubs - golf/tennis/swimming 3. fraternal clubs - Elk/Moose 4. Yellowstone club

what are different kinds of club ownership?

1. equity clubs 2. corporate or proprriety clubs

What are the steps in the job selection process?

1. initial screening 2. completed application 3. employment test 4. comprehensive interview 5. background examination if required 6. medical/physical examination if required 7. final job offer if fail at any of these steps application is rejected

What are the 2 gateways to communication?

1. listening 2. empathy - your ability to put yourself in the other person's shoes

What are job standards?

1. physical requirements 2. mental/intellectual abilities 3. emotional/attitudinal characteristics

What are the two areas food and beverage cost control can be divided into?

1. precost control - refers to process of determining in advance cost of a portion of food or drink. Best way to evaluate this cost is to work from standard recipes and determine cost of recipe ingredients. 2. postcost control - focuses on what happened so that if something goes wrong, management will know about it at earliest possible moment and will have information to find out specifically what went wrong. Serves as a way to prevent same mistake from repeating itself.

What are the 3 kinds of barriers to communication?

1. semantic barriers - people attach different meanings to words. Must choose words to convey meaning of sender in way receiver can understand. 2. social background - people from different classes may have different point of views. 3. immediate environment - immediate praise and reprimands. Where people are praised/reprimanded can have huge affects/consequences.

What are the elements of leading and directing?

1. telling someone what to do 2. providing information on how to do it (instruction) 3. seeing that he or she has learned how to do it (training) 4. making the performance of the workd as appealing and comfortable as possible 5. conferring specific rewards or punishments for performance

What are the three major means of contacting employees via external sources?

1. traditional advertising - strengths/weaknesses of advertising lie in number of applicants it generally yields 2. online recruiting - becoming preferred method for hospitality companies. Allows for prescreening and is efficient/economical 3. employment agencies - employment offices accessible to communities in the state

What are the 3 types of participation in leadership?

1.information - keep employees informed 2.consultation - opinions and buy-ins 3.involvement - present the issue to the employees

How many flights were cancelled due to Hurricane Sandy (including Mon-Tues)?

12,000

How many rooms is the typical housekeeper expected to clean on a daily basis?

14-16 rooms

How much of the overall revenue can Food and Beverage contribute?

15-20%

What is interchangeability?

A manager's act of directing can never be separated from his/her leadership

Who was Ellswoth M. Statler?

A national market existed for quality accommodations for growing American middle class. Opened first permanent hotel in Buffalo in 1908, the hotel had all amenitites of luxury hotel, but both its plant and organization were designed for maximum efficiency. "A room and a bath for a dollar and a half". First popular priced, full service hotel. Produced first centralized corporate staff in the hospitality industry. Enforcement of uniform standards in all Stalter hotels provided a guest with assurance of a familiar quality. Was probably the first lodging chain, with common operating standards for all properties.

Who is the "assistants to"

A person who assists the manager with any project requiring special attention. Often used to train rising young manager

What is the controlled shop?

A shift from achieving productivity through the skill of the artisan or unskilled brawn "herded in groups" and moved toward achieving productivity through work methods designed by management and work performance tightly controlled by supervision.

What is the staff as boss?

A staff person exercises authority in two kinds of situations 1. when the comptroller or chief engineer direts his/her subordinates in tasks 2. the authority exercised is clearly identical with line authority

What is housekeeping responsible for?

Cleaning rooms, stocking essential supplies/amenitities, laundry (sometimes), maintenance of public areas

What are types of all suite lodging?

Comfort Suites, Candlewood Suites, Staybridge Suites

What are committees?

Complex organizations that make decisions involving several departments, or disciplines, need methods for communicating and involving different kinds of specialied expertise. Allow a number of different interests to gain representation, it helps coordinate plans and transder information.

What is empowerment? How are companies using it?

Empowerment - giving more responsibilities to more people. Many companies are restructering their organizations to eliminate intermediate layers of management, therefore increasing responsiblities of remaining managers (more empowerment)

What are the different types of plans hotels can use?

European Plan (EP) American Plan (AP) full pension Modified American Plan (MAP) demi pension Continental Plan (CP) Bermuda Plan (BP)

Who was Ray Kroc?

Eventually bought McDonalds. McDonald's system offered the solution to two problems: 1. a customer need - invovled needs of the parents of baby boomers. Parents needed palce to feed whole family without spending a lot of money. McDonald's offered all popular American foods for very cheap. Was a place where people could come dressed for work or play and kids could run around. 2. an operating problem - delivering food service at a price that made it unattractive to buy. Limited the menu, took the idea of controlled shop to its extreme. Work methods were designed that removed virtually all need for skill because quality was based on procedure rather than skill.

What is On-Site Foodservice?

Foodservice operations located in organizations that do not have foodservice as their "primary" business/purpose. May be "for-profit" or "not-for-profit"

What is span of control?

Formal reporting relationships. The ideal amount of people a manager can control is between 3 and 8 subordinates.

Who was Frederick Taylor?

Founded the scientific management movement. Taylorism - production of products/goods faster and more organized/efficient. More units of ouput per unti of labor input. Work process focus - revolution through work planning. Make management's study and planning of work, rather than the numbers and strength. Analyzing each task and picking the best way to do it. Employers must choose the right person for the job. Advocated training the worker in the best way to acomplish each task. His ideal worker was Schmidt. The study of stask idea to achieve maximum productivity. Controlled shop

What is the most visited country by international arrivals?

France

What is "Therblig"

Frank and Lillian Gilbreth. Smallest unit of human movement that can be measured. Seeing how they can make it more efficient/more modern.

What is the Rooms Division of a hotel?

Front Desk, Reservations, Uniform Services (security, etc.), Housekeeping. Heart of hotel. Main business of the hotel and main source of revenue. Rooms contribute to 70% or more to overall revenue and even more profit. Center of activity is Front Office

Does happiness lead to productivity?

Having high morale does not always mean high productivity. Employees will be more inclined to socialzed rather than work. Managers must make sure that employees are having fun but getting work done at the same time.

Which hotel company relocated their global headquarters from Beverly Hil, CA to Mclean, VA?

Hilton

What is one of the biggest departments in the hotel industry?

Housekeeping

Which hotel had "open spaces"?

Hyatt

Who opened the first atrium style hotel?

Hyatt

Who is Robert Heilbroner?

Identified three means of organizing a society and dealing with economic problems. 1. Tradition - embodies wisdom of experience, gained through trial and error, in a set of social customs regarded as nearly unchangeable. Societies based on tradition fear change. 2. Command - imposed authority - is a solution to society's problems often associated with traditional societies. 3. Market system - emphasizes free choice of individuals, based on community interests.

What is word of mouth?

If an unhappy customer leaves a hotel they will tell between 9-11 people about their bad experience. The internet increases this severely.

What is supervision?

It involves principally the direction and leadership of functions of management. Must understand and come to function effectively within a complex organizaiton. Must staff properly.

Why is money a motivation to work?

It is not always about the money. Many people work for the economic and social recognition. They like having the title "VP".

What is the basis for formal organization?

Laws and legal system imply a community's potential use of force to maintain order

Why is encouragement a motivation to work?

People enjoy working in a friendly climate where they are praised for good performance.

Can you win an argument with a guest?

NO! You can win the battle but still lose the war. Even if the customer is wrong you still lose because you lose business.

Does the corporate business segment spend more money on meetings each year than association do?

NO. 30% corporate ($25B) - Business 70% association ($60B) - SMERFs

How can you be customer focused?

Never tell a customer that someone is in a meeting. Customer service starts immediately. Use the appropriate greeting (good morning, good afternoon, etc.). If an employee greets them over the phone they must state their name and department.

What is a primary goal of human resources?

Retention. This involves: matching person to job, giving new employee favorable impression of company, stressing importance of job, providing enought training to make new employee feel able to work.

How do you find REVPAR?

Revenue per available room = rooms revenue/available rooms or paid occupancy percentage*ADR (Average Daily Rate)

What is training?

Sometimes costly - employees must be paid during time which they are learning but not yet productive and trainees consume a lot of trainer's time. Worse to not train because employee will be bad and may end up quitting.

Which department is uniformed services part of?

The Rooms Division

What is power?

The ability to influence another person?

What is responsibility accounting?

a means of classifying and reporting financial accounting. They present income/cost information so that results in one operation can be compared to those in other operations or with industry averages. Collect information in way that pinpoint performance against responsibility.

Vernon and Gordon Stouffer

adopted thinking of Taylor and Fayol to the restaruant. The Recipe Kitchen: a controlled shop. Sought to achieve management control over the kitchen by developing a set of recipes that would produce a standard product. The introduction of the management-controlled recipe kitchen greatly improved productivity over the traditional kitchens of the day. Closer management control ensured low food costs.

What forces are affecting travel and tourism?

economic, demographics, psychographics/lifestyle motivations, technology, politics

What are the effects of travel and tourism?

economic, sociocultural, and environmental

How to establish authority?

effective manager seeks to establish authority on basis of competence acknowledged by the people he/she works with. Manager accepts social nature of work group and learns to work effectively with its informal leaders. Ultimate basis of authority, lies in the legal reality of ownership or legislative authorization. Effective manager has little need to rely on these fundamental sources of authority.

What is recruiting via internal sources?

employees recommend friends/relatives for work. Pool of former employees - people who left to raise children/went to work for other companies.

what are fears of cruise lines?

fire, sinking, water, running aground

What are some ways of improving customer relations?

know birthdays, anniversaries, room preferences, allergies, etc.

What is process in dividing departments?

many large hotels divide their food and beverage activities into a restaurant department, a bar department, a banqurt department because the preparation and service in these three areas can involve such different processes.

what are clubs?

not open to the public

What is geography in dividing departments?

one of the most common bases at corporate level. In restaurant/hotel chains it is common to assign surpervisory responsibility for the operations in a particular region to a single manager

What is function in dividing departments?

one of the most common bases at operating level. Ex. in food service, each department persoms a different kind of work. Therefore the restaurant must be divided into services, food preparation and sanitation.

What is product or service in dividing departments?

one of the most common bases at the operating leve. Hotels are divided into different product-service units each with own expertise. Ex. Rooms, food and beverage, and other departments.

What is labor cost control?

principal technique for controlling labor costs is staff planning which includes a tight, analytical scheduling process to ensure adequate coverage.

What is orientation?

provides new employees with an opportunity to get to know the company and other employees. Provide guided tour of company, introduce them to employees, inform them on exactly what job is, where they will be working, observe work in action

what is a tourist?

someone who travels greater than 100 miles and stays overnight - business or pleasure travel

What are specialized controls?

special reporting procedures to control other direct operating costs such as cleaning supplies

What are job specifications?

specify the exact requirements that a person must bring to a job

Who does the Engineering VP supervise?

supervises chief engineering

Who does the Marketing VP supervise?

supervises sales manager

What is the difference between supervisors and managers?

supervisor's work occurs at the operating level - he/she works directly with the employees as they do their work. managers are concerned with the totality of their organization's problems. Managers direct the work of supervisors who direct the actual tasks of employees

How to retain employees?

taking the effort to get right people. the way people are treated makes great difference. offering opportunities for advancement. Bonus and incentive programs.

what is ad hocracy?

the idea that an organization responding forcefully to particular situations in an environment that constantly changes. The work to be done dictates who is in charge. "Team with changeable captains"

Type of services in hotels

1. Electronic-mechanical - high tech 2. Indirect personal - email, phone 3. Face-to-face - most effective

What are the characteristics of services?

1. Inseparability - services are created and consumed at the same time, with the guest's involvement 2. Intangibility - cannot hold or touch, the guest uses or consumes services, but does not "take them away" 3. Perishability - cannot be held in inventory (if not used now, the opportunity is gone) 4. Heterogeneity - always different, never exactly the same 5. Product - service mix "what are we selling?" Physical items - food, drinks. Sensual benefits - taste, aroma, table service atmosphere. Psychological benefits - comfort, status, sense of well-being.

What are three types of management contract options?

1. Management fee for service (cost plus fee) 2. Guarantee subsidy (common with employee discounts) 3. Pure profit and loss operation

How many eatin/drinking places are independent operations?

7 out of 10 eat/drinking places are single-unit (independent)

What is a franchise?

A form of business organization in which a firm (which already has a successful product or service) enters into a continuing contractual relationship with another business operating under the firm's trade name and usually with that firm's guidance, in exchange for a fee.

What is a la carte?

A menu having different types of dishes with different prices. You can pick and choose what you eat.

What are boutique "charming" hotels?

Andaz collection from Hyatt. On the smaller scale, trendy, in historic places. Kimpton hotels and restaurants

Who was the "father of sauces"?

Antoine Carame, he published La Cuisine Classique

What are the Big 3 on-site foodservice companies?

Aramark: $6.45 billion US. Philadelphia, PA headquarters. US corporation. Mostly organic growth. Sodexo: $5.76 billion. Maryland headquarters. Paris, France. Significant growth through acquisitions. Compass Group Americas: $8.1 billion. Charlotte, NC headquarters. Surrey, UK corporate headquarters

What are goods?

Articles of trade, merchandise. Ex. cars, housing, appliance, clothing.

Upscale casual (gastro pubs)

Big leap from quick casual. Higher price range, great food, less pretentious atmosphere. Ex. Houstons, J. Alexanders

Who are the baby boomers?

Born between 1946-1964. Represent 26% of the population and are in their "high income" years, driving the economy. Represent a large share of overall spending on foodservice, lodging travel, and recreation.

Who is Generation X?

Born between 1965-1975. Only represent 14% of the population. Technological savvy and are the most educated.

What are the advantages of franchising?

Brand recognition. Expertise in site selection, constrtuction, equipment, training, and systems. There is advertising and promotion. Credibility with creditors, vendors. Economies of scale.

What restaurants fall under Brinker International?

Chili's, On the Border, Macaroni Grill

What was an important exotic import in the 16th century?

Coffee

What are the segments within on-site foodservice?

Correctional facilties, retirement homes, colleges and universities, B&I, and hospitals

What is the longest running show on earth?

Disney

Who is Generation Y

Echo Boomers. Born between 1976-1994. Teenage segment alone represents 21% of overall spending in the U.S. Characterized by diversity in makeup and behavior. They are confident, connected, open to change and food knowledgeable

Who opened the first modern hotel?

Ellsworth Statler opened the first modern hotel.

Casual dining (dinner houses)

Ex. Applebee's, Chili's, Olive Garden, Outback Steakhouse, Red Lobster, T.G.I Fridays. Specialty, ethnic, "eatertainment". Slower turns, higher check average. Serves alchohol. More for lunch/dinner

Midscale (family)

Ex. IHOP, Denny's, Friendly's, Cracker Barrel. Family, grill buffet. There is table service with simple menus with photos on them. 3 meals are served (breakfast, lunch and dinner). Sometimes open 24 hours

Quick/fast casual

Ex. Panera, Chipotle. Food is prepared quickly. Higer quality than quick service restuarants.

Quick Service Restaurant

Fast Food. Ex. McDonalds, Taco Bell, In-N-Out, Subway. Many brands, mostly franchises. Drive-thru/delivery. High volume/many table turns. Pre-portioned products. Quick counter service.

Street foods

Food trucks, stands, etc. Restaurants hate them because they are competition, take customers, and don't pay taxes. PEPE - high class food truck.

What services are provided in a contract for on-site foodservice?

Food, environmental services, grounds.

Fine dining

Go to fine dining for the experience, an occasion, and the quality of food. Much higher check average, and table turns are between 1 and 2. Wine professionals. Mainly serve dinner. Mairtre'd Hotel. Vary by: menu, labor, service, liquor, hours of operation, meal periods. Ex. French Laundry, Noma,

A Double Tree Hotel that is owned by Felcor Lodging Trust and managed by the parent company. As the restaurant manager whom do you actually work for?

Hilton

Who leased the Waldorf-Astoria

Hilton

Who purchased Blackstone?

Hilton

Who purchased the Statler hotel company?

Hilton

What brands does the Hilton Worldwide own?

Hilton, Conrad Hotels, Embasy, Homewood Suites, Hampton Inn, Hilton Garden Inn, The Waldorf Astoria, Double Tree, Scandic, Hilton Grand Vacations Club

What brands does the Intercontintental hotel group own?

Holiday Inn, Holiday Inn Express, Crowne Plaza, Hotel Indigo, InterContinental, Candlewood Suites, Stay Bridge Suites)

Hospitality

Hospice "to provide care/shelter for tavelers"

What are the various service levels for the hospitality industry?

Hotel, motel, inn, moter inn and lodge

What brands does Hyatt own?

Hyatt, Hawthorn Suites Limited, Hyatt Place, Hyatt Vacation Club, Hyatt Summerfield Suites, Grand Hyatt, AmeriSuites, Hyatt Regency

What restaurants fall under Dine Equity?

IHOP, Applebee's

What are types of full-service lodging?

Include a bell hop, valet service, concierge. Double Tree, Marriott, Holiday Inn, Hyatt, Andaz

What are the liabilities of franchising?

Initial and ongoing fees. Restrictions. Unwanted products/procedures/prices. Unwanted advertising. Unprotected areas/enroachment. Loss of potential profit. Loss of control. Managing growth. Potential law suits.

Which hotelier got his start in restaurants, and even provided one of the first in-flight meals?

J.W. Marriott

What are the three types of supply the hospitality industry must have access to?

Land, food and labor. Land: is important because of its availability, its cost, and what is produced. Food: operators must consider seasonality, effect of weather, overfishing and other effects such as bird flue, salmonella. Labor: increasing demand for labor. Increasing need for educated management staff and complexity of managing businesses with high turnover.

Who was the" father of the modern restaurant"?

M. Boulanger. He sold soups at his tavern and sold first dish, was taken to court for it.

Who's quote is "making sure our associated are well cared for so they in turn can take care of our customers"?

Marriott

What brands does Marriott International own?

Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Fairfield Inn, The Ritz Carlton, Towne Place Suites, Marriott Conference Centers, Residence Inn, JW Marriott Hotels & Resorts, Courtyard Marriott, Spring Hill Suites, Marriott Vacation Club International

What is the best restaurant in the world?

Noma

What factors are affecting demand for hospitality services?

One major factor is changing population.

Globalization

One of the greatest factors affecting the hospitality industry as it impacts every facet of operating including: competition, work force, travel patterns, company alliances, and emerging markets

What restaurants fall under OSI Restaurant Partners, Inc?

Outback Steakhouse, Roy's, Bonefish Grill

What city is classified as a "secondary market"?

Pittsburgh. Primary cities: New York, LA, Chicago

What restaurants fall under Yum!

Pizza Hut, KFC, A&W, Taco Bell

What are types of franchises?

Product or name: automobiles, gasoline, soft drink bottlers. The Franchisor supplies product, sold by franchisee under franchisor brand. Business format: hotels, restaurants. Franchisor provides services including site selection, training, marketing, assistance in obtaining financing, products and supplies.

What were the orders of knighthood

Protect pilgrims, and to provide hospitality for pilgrims

Who was Buffalo Statler?

Set the first cleanliness standards. Fire doors. Installation of light switches inside thedoor so the guests could enter lighted room. Private bathrooms. Key holes placed directly above door knobs. Hot/cold water in rooms. Full-length mirrors. Morning newspapers.

What brands does Starwood own?

Sheraton, Westin, St. Regis, Four Points, W Hotels, Le Meridien, Element, The Luxury Colleciton, ALoft

What are the disadvantages of branding in on-site foodservice?

Smaller companies don't have a chance. Have to pay the companies for using their brands. Lose creativity.

What is six sigma and who was the first to use it?

Statistically based business strategy used to reducde defects in products/services. Starwood was the first to use this program.

What are the benefits of branding in on-site foodservice?

Students trust brand so they know what to expect.

What restaurants fall under Doctor's Associates?

Subway, Backyard Burgers

Who were the first in ancient times to record elements of hospitality?

Sumerians were the first in 4,500 BCE

What are types of limited-service (select-service) loding

Super 8 Motel, Best Western, Hampton Inn, Courtyard Marriott, Holiday Inn Express, Days Inn, Comfort Inn

What brands does Wyndham Hotel group own?

Super 8, Ramada, Howard Johnson, Days Inn, Travelodge, Knights Inn, Wyndham Hotels & Resorts, Baymont Inn & Suites, AmeriHost Inn

What was the first specially built hotel in the US?

The City Hotel built in NY in 1794. The sole purpose was to house guests. All previous inns were homes first.

Who built the first Tavern?

The Dutch in NY in 1640 (The Hudson House)

What upscale hotel was established in 1950?

The Four Seasons

What are some famous restaurants established in 19th century

The Palmer House in Chicago St. Charles in New Orleans Breakers in Florida

Who's quote is "we are ladies and gentlemen serving ladies and gentlemen"?

The Ritz Carlton

Which service company has won the Malcolm Baldrige National Quality Award twice?

The Ritz Carlton. They give employees $2,000 to spend on customers.

Who constructed inns on all of the main roads?

The Romans

What was the first 5 star hotel?

The Tremont House built in Boston in 1829. Highly trained staff, french cuisine, luxurious rooms, free soap.

What is service?

The performance of duties or work for another. Ex. hotels, restaurants, health care

Who is the franchisor?

The person or business (with the sucessful product or service) offering or granting the franchising agreement. They own trademarks, and have business methods.

Who is the franchisee?

The person or business accepting the franchise agreement. Franchisee pays for the business opportunity

What are types of luxury hotels?

The price is different, much more pampered. 24-hour room service, Egyptian cotton, concierge can get you into restaurants that are sold out. Conrad Hotels, Grand Hyatt, The Ritz-Carlton, The Waldorf-Astoria, Crowne Plaza

What is demographics?

The study of objectively measurable characteristics of the populaiton. Ex. age, income, level of education, and sex. The population is aging.

What are the changes in workforce?

Tremendous changes are occuring. Managers must understand varios forces that are driving these changes and affecting their businesses. Changes that have impacted the industry include: terrorist attacks, problems with supply chain, recession, disease, tainted food.

What is self op?

When a company chooses to manage their foodservice operations themselves (rather than contracting with a management company). Dominant in schools, healthcare, senior services.

What is a Moment of Truth?

When guest decides if they will come back or not. Anytime a guest can form an opinion, good or bad.

What was the first chain restaurant?

White Castle

Who created the Holiday Inn?

Wilson. Clean, low priced rooms for families. Expanded the concept throughout the nation. Incorporated brand loyalty. "The best surprise is no surprise". First to put two beds in one room.

Consumer spending habits

hospitality industry is trying to change for the changing population. People are willing to spend more now to get higher quality food. Ex. Chipotle vs. Taco Bell

What are benefits for the franchisor?

limited capital requirements. Limited risk to self and capital. Rapid expansion and market penetration. Motivated management and revenues to franchisor good.

What are the greatest concerns facing food service?

sustainability, health and wellness, nutritional labeling, food safety/sanitation, alcohol and dining.

What is a contract in on-site foodservice?

using an outside provider to provide services that are not part of the client's primary business. Management firm that contracts with host firm to provide the management for foodservice that the host firm provides for its employees/students/patients/guests/clientele. Dominant in B&I and higher education.