HM 201 Final

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

14-16 (15 min-1hr for each room)

F&B %

15-20% of overall revenue

Conrad Hilton

1919- Bought first hotel Mobley in Cisco, TX 1938- Drake in San Francisco 1943- Coast to Coast 1949- Bought Waldorf-Astoria

Café Laura spent $1,100 on food, and $800 on labor. the revenues for the evening were $3,483. What is the labor cost $?

22.9%

Hospitality firms spend between __ and ___% of their revenues on payroll and related costs

25%-40%

Certified Meeting Professional (CMP)

3+ yrs experience, application based, must pass exam, owned by Convention Industry Council

we spent $1,000 on food, another $980 on labor and brought in $3,000 in revenues. what is the food cost percentage?

33% 1,000/3,000= 33%

% of Hotel Revenue from Meeting Business

36%

Age Group that Travels the most (including business & pleasure)

45-54 years

Age of the average cruiser

46 years (~$93,000 income)

Hyatt

50's; Jay Pritzker; emphasized open space (first atrium-style hotel)

Franchise

A form of business organization in which a firm already has a successful product or service

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)

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?

long-term planning tools

also referred to as cost-effectiveness analysis. must consider all ramifications that may result from changes or failure to act, "cutting fat"

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 ___

Payback period

net investment/operating savings

according to the author-scheduling programs used by all business types have:

no reduction in payroll costs

Task idea

one best way to do work. finding most efficient means of laying out the workplace

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

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

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)

span of control

refers to number of people the manager supervises directly.

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?

CVB

Convention & Visitors Bureau

Segment that spends most money by having meetings each year

Corporate Business ($25B); Associations ($60B)

Opportunity Cost

Cost of any activity measured in terms of value of next best alternative forgone

Examples of Luxury Service Brand Hotels

Crowne Plaza, St. Regis

Tock Ticket

Customer buys ticket for a fine dining experience ahead of time (French Laundry, Thomas Keller); no-show fees & problems with scalping

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

Liabilities for the Franchisee

FEES (initial, royalties), restrictions, unwanted products/procedures/prices or advertising, unprotected areas/encroachment

FAM

Familiarization Tour

This early innovator created the "Span of Control" theory.

Fayol

Holiday Inn

First to incorporate brand loyalty and to put two double beds in one room; "The best surprise is no surprise"

Breakeven

Fixed cost/marginal revenue

False

TRUE or FALSE: Only some service interactions are important.

financial accounting

designed for outsiders, common basis of reporting the results of business operations

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.

Effectiveness is defined as_____

doing the right things

Efficiency is defined as____

doing things right

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

up

As you go to nicer establishments, guest expectations go up or down?

Carlson

What company owns TGI Friday's?

up

As you go to nicer establishments, staff training goes 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

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?

REVPAR

Revenue Per Available Room- Actual Room Revenue/Number of Available Rooms

3 Major Functional Areas for Hotels

Rooms Division, F&B, Staff & Support

Occupancy %

Rooms Sold/Total Rooms Available

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.

Examples of Boutique/Lifestyle Brand Hotels

Autograph Collection (Marriott), Relais & Chateux, Kimpton Hotels

ADR

Average Daily Rate- Dollar Sales/# of Rooms Sold

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?

BEO

Banquet Event Order

Drucker

Basic purpose of a business is the keep the customer. Effectiveness is defined as doing the right things efficiency is defined as doing things right.

meeting or exceeding the customer's expectations

What constitutes "quality" service?

France

What country is famous for foie gras?

J.W. Marriott

Began as restauranteur (1927) with Hot Shoppes; first hotel Twin Bridges (1957)

family feel

Does Marriott have a family feel or a business feel?

Examples of Full Service Brand Hotels

Double Tree, Sheraton, Westin, Wyndam, Hilton

DINKS

Dual Income No Kids

Hotels Classified by Function/Market Segment

Extended Stay, Resort, Health Spa, Vacation Ownership, Convention or Conference, All-Suites, Boutique

Biometrics

High-tech surveillance used in casinos (ex.-face recognition)

40%

If food revenue = $100,000 food cost = $40,000 gross profit = $60,000 What is the food cost %?

Example of a Franchisor

McDonalds or Hyatt

managerial accounting

designed for insiders, mainly to help managers.

identify the problems

how do we fix service?

over time, make little adjustments

how do we improve service?

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?

Hotel Segmentation

"What do we sell and how do we market?"

Guest Segmentation

"Who do we sell to?"

Meetings in the US generate how much in direct spending per year?

$85B

Tremont House

(1829) Boston; first 5-star hotel

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?

Meal Plans

1. American Plan (B, L, & D) 2. Modified American Plan (B & L or D) 3. Continental Plan: B 4. Bermuda Plan: Full B 5. European Plan: Room Only

Hotel Guest Classifications

1. Business Travelers (Transient or Conference/Meeting-Corporate vs. Association) 2. Leisure Travelers 3. Tours, Cultural, Sports, Gov. 4. International

Largest hotel chain in the world (# of rooms)

1. IHG- Intercontinental Hotel Group 2. Hilton Worldwide 3. Marriott Intl 4. Wyndham Hotel Group 5. Choice Hotels Intl

Key Players (Biggest US Restaurant Chains)

1. McDonalds (Revenue) 2. Subway (#1 for locations) 3. Starbucks 4. BK 5. Wendy's

Hotels Classified by Ratings

AAA, Forbes (US)

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%

Certification in Meeting Management (CMM)

Advanced-level, 10+ years of experience, owned by MPI

Mayo

Alerted us to a concern for the worker as an individual and as a social being--idea that today extends beyond the individual worker to the organization and even the environment in which it operates

Hospitality Guest

Any hotel, restaurant, foodservice, meeting, or recreation/attraction patron (no matter how far from home or for how long)

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

Examples of Limited Service Brand Hotels

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

Benefits for the Franchisee

Brand recognition, expertise, advertising/promotion, credibility, "be your own boss"

First Modern Hotel

Buafflo Statler--Ellsworth Statler revolutionized the hotel until 1950's (cleanliness standards, fire doors, hot & cold water, private bathrooms, light switches, newspaper)

Hotels Classified by Price

Budget, Economy, Mid-Price, First Class, Luxury

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?

First Hotel in the US

City Hotel (1794)

Examples of Suite Hotels

Comfort Suites, AmeriStuites, SpringHill (Marriott)

Star Report

Data bank used as a revenue management tool to estimate future growth

Excursionist

Day Trip

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?

Effects of Travel & Tourism

Economic, Socio-cultural, Environmental

Forces that Affect Travel & Tourism

Economics, Demographics, Psychographics, Technology, Politics

Key Players in the Hotel Industry

Ellsworth Statler, Conrad Hilton, J.W. Marriott, Kemmons Wilson, Howard Johnson, Jay Pritzker

<, >

For fine dining, the table turns depends on the day. __ 1 Sun-Thurs __ 2 Fri and Sat

FIT

Foreign Independent Traveler

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?

Most visited country by international tourist arrivals

France

FF&E

Furniture, Fixtures, & Equipment

GDS

Global Distribution Services

GSA

Guest Services Attendant

an example of staff as a boss:

HR mandating that everyone attends CPR training

Rooms Division

Heart of Hotel & 70% of revenue

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

Hotels Classified by Label

Hotel, Motel, Inn, Motor Inn, Lodge

Providers/Suppliers of Meetings

Hotels, Conference & Convention Centers, CVBs, Corporate Centers, Colleges, Cruises, Museums

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)

RevPar Index

Includes competitive set in market share

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?

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

J.W. Marriott (in 1937)

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 _______

Hotel Classifications

Labels, Type of Service, Price, Location, Function/Market Segment, Other (Size, Rating, Plan)

Advantages for the Franchisor

Limited capital requirements, risk to self, rapid expansion & market penetration, motivated management

"Walk"

Lodging an arriving guest at another hotel because the reserved accommodation cannot be made (usually from overbooking)

Disadvantages to the Franchisor

Lost potential profits, loss of control, managing growth, potential litigation

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

Yield Management

Maximizing room rate & occupancy rate at the same time

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?

MPI Membership

Meeting Professionals International- global association of 24,000+ members

Which meal plan includes breakfast and lunch or dinner?

Modified American Plan

Leakage

Money that leaves the area

independent operations

Most restaurants and eating and drinking places are what? independent operations or chain operations?

Top Cities for Meetings & Conventions

Paris, LA, Singapore, NYC, & Vegas

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

POS

Point of Sale System

Hotels Classified by Location

Primary/Secondary/Tertiary Market, Urban, Suburban, Highway, Airport, Resort

Types of Franchises

Product or Trade Name (Automobiles, Soft-drinks); Business Format (Hotels, Restaurants)

PCMA Membership

Professional Convention Management Association- 6,000+ meeting industry leaders

PMS

Property Management System

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?

Things that Revolutionized Hotels

Railroad, Interstates

REITs

Real Estate Investment Trusts

RFP

Request For Proposal

Managerial Positions in a Hotel

Resident Manager (Rooms Division), Executive Housekeeper & Room Attendants, Uniformed Services Dept, F&B Manager, Security, HR

Allocentric

Seek & experience culture, lifestyles and landscapes that are totally different from home place; freedom without a plan

Hotels Classified by Type of Service

Select or Focus Service, Full-Service, Luxury, All Suite, Boutique/Lifestyle, Soft Brands

oxymoron

Self service is considered a(n) _______

SMERF

Social, Military, Educational, Religious, Fraternal

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

Stouffers

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?

Largest Hotel in the World (# of Rooms)

The Venetian & The Palazzo

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 ____

Franchisee

The person or business accepting the franchise agreement & pays for the business opportunity (Franchisor sells the Franchise to the Franchisee)

Franchisor

The person or business offering or granting the franchising agreement

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.

Psychocentric

Tourists that enjoy destinations that are familiar to them; less likely to travel away from existing locations; shorter stay

Tourist

Travels greater than 100 miles and stays overnight

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

Turn-Down Service

Turn sheets, dim lights, calm music, chocolates on bed

1 hour and a half - 2 hours

What is the average time spent at a table in a casual dining restaurant?

Vacant Clean vs. Vacant Ready

Vacant Clean- needs inspection Vacant Ready- the only status to check a guest in

First hotel chain to offer 24 hour room service

Westin

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?

cybernetic loop

action constantly takes place and information about that action must constantly pass through the loop to indicate if process is on course or not (think of daily reports)

Gilbreth

advanced the study of the task by developing therblig.

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)

financial accounting statements

balance sheet and statement of income and expenses

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

planning by supervisors vs planning by managers

both must learn to plan the work of others

Café Laura spend $2,500 on food, $700 on beverages, and $650 on labor. what was the food cost percentage for the evening?

cannot be determined

information system

collects, transcribes, and summarizes information about transactions

committees

complex organizations making lots of decisions utilize this. allow number of different interests to gain representation

Management

concerned with totality of the organization's problems

control system

continuous, reports must be timely, aimed at some key point, no action called for unless problem is detected

revenue

cost %s are a % of ___

is paying overtime good or bad?

depends

functional departmentalization

each department performs a different kind of work

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 %

Taylor

focused on task and the shop. choose the right person for the job, management planning, training the worker, supervising workers closely. The task idea->one best way to do work.

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)

the type of departmentalization usually found in restaurant is

functional

policy

general guidelines for dealing with the future, address goals that affect the entire organization

where does management apply?

hotels, restaurants, on-site foodservice, casinos, clubs, cruises

people coming back, tips, watching facial expressions, asking

if service is intangible, how do we measure it?

planning

if you don't do this, setting yourself up for failure. If you don't have one employees will make up their own and failure to do so can make one work harder than needed

strategy

implies large-scale, high-level, and long-term commitment. Where you want to go and why you want to get there

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 %

According to your text____ has one of the hospitality industry's lowest turnover rates (47%)

lettuce entertain you enterprises

staffing costs

major contributors to the high cost of labor is the high turnover rate, high costs associated with hiring and training

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?

standard

may specify both procedures and outcomes

ad hocracy

means that an organization changes as necessary when tasks change. the person with the appropriate skills for the job will be utilized

ad hocracy____

means that an organization changes necessary when tasks change

Supervisors

means to "oversee", staffing employees, their work occurs at the operating level

delegation

organizations must divide authority according to some logical basis. One manager cannot do everything. more important in bigger organizations

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?

in food service, a menu is a ___

plan

budgets

plan of action spelled out in dollars

Absence of planning by the organization at all levels leads primarily to

planning by employees

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 = ?

a plan is a reasoned means of moving toward some selected goal. a plan reflects policy and may include...

rules, methods and procedures, standards, and budgets

what would not increase food cost percentage?

serving more guests

procedure

set of sequential rules

tactics

short-range, more localized. intended to implement strategy

therblig

smallest unit of human movement that can be measured

staff as boss

someone other than your boss having some power

Controlled shop

stouffer and mcdonald's. shift achieves productivity through work methods designed by management and work performance tightly controlled by supervision

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)

what is the best overall definition of management

the process of achieving organizational goals, efficiently and effectively, through and with other people

staffing

the works that managers and supervisors do to determine the specific personnel needs of their operation to attract qualified applicants and choose the best suited of these for employment and training

quid pro quo

this describes a type of discrimination in the workplace - it means giving this for that

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

independent

when talking in terms of restaurant ownership, what describes when a person owns their own restaurant?

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

planning should go on at every level of the organization

true

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?

Fayol

was the first to rationalize the staff role

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"?

informal organization

work groups within the business, usually has a leader recognized by the group. group develops its own expectations. manager has little authority

control

work that manager and supervisors do to measure performance against standards