HBM 131 WSU EXAM 1 JIM HARBOUR

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What falls under the lodging industry?

1. cruise ships 2.Hotels and resorts 3. Senior living

What are the 4 different types of menus?

1. hybrid 2. static 3. market 4. cycle

What are 4 different categories of restaurants?

1. quick service 2. fast casual 3. full service 4. fine dining

4 things a company can do to "go green"

1. recycle 2.compost 3.use linen napkins 4. more efficent light bulbs

how many people go on cruise ships a year?

100,000

How many rooms is a mid-size classification?

100-300

what is the average food cost percentage in the restaurant industry

30%

How many rooms is a Large classification?

300+

What is the percentage of the food dollar spent at restuarants

48%

what percent of eating and drinking establish are single unit operations?

70%

What are dram shop acts?

allow bartenders and owners to be held liable for injuries caused by individuals who become intoxicated at the bar

What do static menus do?

never change

What is demographics?

objectively measurable characteristics of a population (age, education, level, income, ethnicity)

Which restaurant segments has seen rapid growth over the years (MOD, panera, Chpotle)?

Fast-casual

What does ADR stand for?

Average Daily Rate

What is the value equation?

Experience - expectation = value (if the value number is positive the establishment would be perceived to have good value)

What is an example of of sustainability in hospitality?

"going green"

Consumers spend this percentage on food away from home?

%50

List 3 examples of fast casual restaurants?

-MOD pizza -panera bread -Chipotle

What are some roles of the manager?

-making the guest feel welcome -making accommodations for the guests -maintaining a profitable operation

What are the attributes of remarkable service?

-well timed -knowledgeable -welcoming

How many rooms is a mega classification?

1,000+

what 4 categories makes up the umbrella of tourism?

1. Attractions 2. Lodging 3. Food service 4. Transportation

What are the 4 classifications of hotels?

1. Mega 2. Large 3. Mid-size 4. Small

What is the act of providing additional levels of responsibility to both employees and managers...

Empowerment

What company has the motto "creating lifelong relationships"

Nordstrom's

What does QSR stand for?

Quick Service restaurant

Often times in the industry when we mess something up but take steps to make the guest happy and insure they will return we will call this a........

Service recovery

What is the #1 thing you should look for when serving people alcohol and determining if they've had too much?

change of behavior

what is the food cost equation?

food cost= cost of item/price of item

What influences hospitality industry and how is it running and working ?

globalization, min. wage, and health care

How many rooms is a small classification?

less than 100

What is pyschographics?

lifestyle characteristics of a population (activities, interests, opinions, values)

What are the cultural impacts of tourism?

preservation and change

What do customers complain the most about at a restaurant?

service NOT food


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