Hospitality Final Exam

What were the 2 major requirements that Ray Kroc said?

1. being in the right place at the right time 2. doing something about it

Meetings in the U.S. generate $85 billion in direct spending per year - on average, ____ of hotel revenue is from meeting business

1/3

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

14-16 (really only 16, 30 minutes each)

in order to maximize revenue or yield management, we must consider city wide events, competition, minimum stays, etc. - some hotels have ___ night minimums

2

By definition, all-suite hotels have _ rooms. By definition, extended stay hotels have ___ facilities

2, kitchen

Hotels classified by price: Budget - lowest __% Economy - next __% Mid price - middle __% First class - next __% Luxury - top __%

20, 20, 30, 15, 15

Between what percent of money goes to OTA?

20-30%

The Housekeeping department must know at any given time, the occupancy of the hotel, the guests checking in, the number of guests checking out, the number of guests staying over, late check-outs, etc. - rooms can take as little as __ minutes or as much a _ hours to clean and prepare for the next guest

30, 1

Which age group travels the most?

35-44

Average age of cruisers

46

The CHIA (Certification in Hotel Industry Analytics) is earned by students in HM ___

480

In planning a large meeting, space, availability, and transportation all must be taken into account as well as budget, programs, food and beverage, registration, troubleshooting, etc. - this is why you must plan for a meeting ____ in advance

5-10 years

The greatest proportion of hotel rooms are how large?

<75 rooms

Rack rate is always __ ADR

>

tourist

>100 miles, stay overnight

determine variance from target and initiate corrective action

A budget is used in responsibility accounting to...

information output

A cashier's report, in the control system, is an example of

it must provide for corrective action

A characteristic of a control system is that

Cybernetic loop

A control system, which provide information to serve as a basis for management corrective action is referred to as

a policy

A general guide for dealing with the future which indicates how to reach a decision is

True

A manager can rightly be held responsible for results as far as his or her authority extends.

True

A plan reflects the policies of an organization.

rule

A procedure that must be carried out in an organization without deviation is a

a plan

A reasoned means of moving toward some goal which may include rules, methods, procedures, standards, and budgets it

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

commis de rang

This is the buser who brings the trays out.

chef de rang

This is the head waiter who places orders and serves customers.

glass ceiling

This is the level at which women can achieve, can't get past a certain spot

barista

This is the person who makes your coffee for you. (Think Starbucks)

sushi

This is the rice/seaweed/vegetable part of the thing - Japanese cuisine, this may or may not include raw fish

pate

This is when meat is pushed through a grinder - it is minced up into a spread

The Ritz Carlton

This phrase is associated with what company?: "We are Ladies and Gentlemen Serving Ladies and Gentlemen"

service does not equal servitude

This phrase that has to do with customer service and means that the person that is serving you is not any less of a person than you - you are not better than them

fine dining

This segment has a much higher check average and the table turns depends on the day

fine dining

This segment of dining is characterized by "quality" (freshness=more waste)

1 hour and a half - 2 hours

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

about $4-8

What is the check average for QSR/LSR/Fast Food restaurants?

$25-30

What is the check average for casual dining?

$10-11

What is the check average for midscale (family) dining?

casual dining serves alcohol

What is the major difference between midscale (family dining) and casual dining?

Breakfast, Lunch, Dinner

What meal periods do QSR/LSR/Fast Food restaurants operate during?

30%

What proportion of all eating/drinking places are affiliated with a chain?

The span of control

What refers to the number of people one person can supervise

Starbucks

What restaurant is dominating the Beverage-Snack segment with 57.4% of sales in the top 100?

Taco Bell

What restaurant is dominating the LSR/Mexican segment with 61.4% of sales in the top 100?

Subway

What restaurant is dominating the LSR/Sandwich segment with 64% of sales in the top 100?

Quick casual

What segment do Panera, Einstein Bagels, and Schlotzsky's fall under?

Fine dining

What segment is used to celebrate special occasions?

Beverage-snack

What segment's $20.7 billion in latest year sales earned it a .4-point market share gain - THE MOST OF ANY SEGMENT

steer

Where does the beef come from for a filet mignon? - a ___ (neutered bull)

Casual

Where will most of us work? (in what segment of dining)

Chick-fil-A

Which company is openly anti-gay and is not open on Sundays because they want their employees to be able to spend time with family/go to Church?

Wendy's

Which company owns Cafe Express, Viva Pomodoro, and Wendy's?

CBRL Group

Which company owns Cracker Barrel and Logan's Roadhouse?

Cheesecake Factory

Which company owns Grand Lux Cafe and the Cheesecake Factory?

Dine Equity

Which company owns IHOP and Applebee's?

Ignite

Which company owns Joe's Crab Shack and Macaroni Grill?

Brinker

Which company owns Maggiano's Little Italy and Chili's?

Darden Restaurants

Which company owns Olive Garden, Longhorn Steakhouse, Bahama Breeze, Seasons 52, Yard House, and The Capital Grille?

Bloomin' Brands

Which company owns Outback Steakhouse, Carrabba's Italian Grill, Roy's, Fleming's, and Bonefish Grill?

Yum! Brands

Which company owns Pizza Hut, Taco Bell, KFC, and Wing Street?

Jack In The Box

Which company owns Qdoba, QuickStuff, and Jack in The Box?

Starbucks

Which company owns Seattle's Best Coffee and Starbucks Coffee?

Doctor's Associates

Which company owns Subway and Backyard Burgers?

QSR/LSR/Fast Food

Which industry segment has (quick) counter service and hourly sales reports/daily inventory?

QSR/LSR/Fast Food

Which industry segment has high volume/table turns/ee turnover?

QSR/LSR/Fast Food

Which industry segment has pre-portioned products/standadrized?

QSR/LSR/Fast Food

Which industry segment is characterized by mostly franchises?

Manufacturing

Which jobs are typically higher paid? Manufacturing or Service?

on-site foodservice, hotel general manager

Which segment of hospitality, travel, and tourism has the most structured work schedule?

foodservice

Which segment of hospitality, travel, and tourism is biggest?

Foodservice

Which segment of hospitality, travel, and tourism on average, has the fastest career advancement?

McDonald's, Subway, Starbucks, Burger King, Wendy's

Who are the major restaurant brands?

Compass Group, Darden, Starbucks, Aramark, Sodexo

Who are the major restaurant companies?

Applebee's

Who is the leader in Casual Dining?

Doctor's Associates

Who owns Subway?

serve from the left with the left, clear from the right with the right

how do you serve/clear?

sanitation

more recent incidents with food borne illness have raised questions about the quality of food supply and even the water supply - this is a concern with ___

What is the equation for number of guests per occupied room?

number of guests/number of occupied rooms

What is the equation for average rooms cleaned per room attendant day?

number of rooms occupied/number of 8 hour housekeeping shifts

Food and beverage should be a __ center but does not always make money for the hotel

profit

Liabilities to the franchisOR: lost potential _____ (opportunity cost), loss of ____, managing growth, potential litigation

profits, control

quid pro quo

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

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

hotels are required to provide "___ __" of their guests which includes general security, locks and lighting and security of guests belongings

reasonable care

Benefits for the franchisEE: brand _____, expertise (franchisor tells you what to do/what you need) (site selection, construction, equipment, training, systems), _____/promotion, creditability, economies of scale, "be your own ____"

recognition, advertising, boss

independent

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

franchise

when talking in terms of restaurant ownership, what describes when you work there but someone else owns the idea?

Cost/income streams for franchisees: a _____ fee must be paid by the ____ when a reservation is made on a website such as booking.com, kayak.com, etc.

reservation, franchisee

In a large hotel, the person under the general manager who assumes responsibility for day-to-day operations is called what?

resident manager

The front office is overseen by the ____ (assistant general manager) and various department heads

resident manager

Hotels, conference center hotels, convention centers, visitors and convention centers, meeting planning firms, corporate centers, colleges, cruises - these are all providers/____ of the meeting space, they ____ the meetings

suppliers, host

a front office/desk manager/room clerk/agent/associate/GSR must have: ____ and ______ skills (balancing books, making sure guest's bill is correct), property management systems, rack rate/room rate/folio/posting

technical, interpersonal

The _____/____ involves routing incoming calls, emergency center, wake up calls (not used as much), in-room phones (lost source of revenue)

telecommunication/switchboard

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?

A _____ plan means you get a cold breakfast. A ____ plan means you get a hot breakfast.

Continental, Bermuda

False

Control cannot be future oriented because it focuses upon records of past events

what has happened undertaken with an eye to the future

Control is, most importantly, the study of

False

Control procedures are set up to find out who is responsible for what goes wrong

CVB

Convention & Visitor's Bureau

____ hotels host group businesses while ___ hotels host transient businesses

Convention, commercial

True or false: Hotel functions change depending on whether the hotel is big or small.

False

True or false: Size does not affect how responsibilities are separated in hotels.

False

True or false: The Corporate business segment spends the most amount of money on meetings each year.

False

True or false: there is one set structure of how chain hotels operate in relation to their franchisor.

False

FAM

Familiarization Tour

What is a guest bill referred to as?

Folio

False

TRUE or FALSE: Only some service interactions are important.

carry out business strategies

Tactics are required to

short range plans

Tactics are...

champagne

This comes from the champagne region in France. If it does not come from there, it is just considered sparkling juice.

Management

This has to do with planning, organizing, staffing, leading, and controlling.

filet mignon

This is a cut of meat that comes from the tenderloin (backbone up rib cage) - the beef comes from steer (neutered bull)

digestif

This is a drink that is served after the meal and is used to promote digestion.

apertif

This is a drink that is served before the meal and is used to whet the appetite. (not distilled spirits)

prix fixe menu

This is a menu set at $29 and you get your choice between 2 appetizers, 3 entrees, couple of desserts - This is only from Sunday-Thursday.

restaurateur

This is a person who manages a restaurant

locavore

This is a person who only eats locally grown food.

hotelier

This is a person who owns/operates a hotel

capon

This is a rooster that can't lay eggs

roquefort

This is a type of bleu cheese made in France

bleu

This is a type of cheese - characterized by blue or grey spots of mold throughout

sommelier

This is a wine specialist.

Hospitality

This is any organization that provides food, shelter, recreation, and other services to people away from home.

canape

This is finger food served as appetizers

gavage

This is force feeding a goose to enlarge the liver.

cheval

This is horse meat.

maitre'd hotel

This is like the chef de rang. They oversee the waitpersons and bus boys.

foie gras

This is made from goose/duck liver - liver is enlarged

sashimi

This is raw fish.

petit four

This is served as dessert or with tea. It is a bite sized pastry with icing

espresso

This is the actual coffee part of your latte or cappuccino.

Brinker

What company owns Romano's Macaroni Grill?

up

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

Carlson

What company owns TGI Friday's?

True

Young people in an organization often fail to recognize that they are part of someone else's work plan.

globalization

__ is one of the greatest factors affecting the industry as it impacts every facet of operations including: competition, work force, travel patterns, company alliances

goods, services

___ are tangible while ___ are intangible

up

As you go to nicer establishments, staff training goes up or down?

down

As you go to nicer establishments, table turns goes up or down?

up

As you go to nicer establishments, the employee to guest ratio goes up or down?

up

As you go to nicer establishments, time at table goes up or down?

Who spends the most on meetings each year?

Associations

What is the equation for ADR?

Revenue / number of rooms sold

REVPAR

Revenue Per Available Room

REVPAR

Revenue per additional room

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

This person came up with the concept of the kitchen brigade. - chef de cuisine, sous chef, saucier, poissonier, garde manager, gridallion, chef de rang, commis de rang

Auguste Escoffier

True

Authority can be delegated but responsibility cannot.

legal rights on business ownership

Authority is based on....

psychology of individual workers

Authority, both formal and informal is limited by the...

ADR

Average Daily Rate

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"?

Darden

Bahama Breeze, Seasons 52, Capital Grille, and Yardhouse are owned by what company?

Bloomin Brands

Bain Capital LLC is also known as which company?

BEO

Banquet Event Order

False

Because of their complex nature, control procedures are performs by the accounting office of a large hospitality organization

meeting or exceeding the customer's expectations

What constitutes "quality" service?

France

What country is famous for foie gras?

delegation

Dividing authority within an organization is called

DND

Do not Disturb

family feel

Does Marriott have a family feel or a business feel?

uses reward and punishment as major keys to employee productivity

Douglas MacGregor's Theory X statement about attitudes towards work

employees have a greater capability for problem-solving than most organizations realize

Douglas MacGregor's Theory Y statement about attitudes towards work states that

the empowerment of managers

Downsizing has changed the span of control successfully because

Hotels that are in the primary market are located where?

Downtown (urban)

past costs and predicted future trends

Expense budgets are generally based on

Hotels that are in the tertiary market are located where?

Highways (interstate)

40%

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

The number of guests per occupied room is also known as what?

house count

__ is one of the largest departments in the hotel and has up to 50% of employees

housekeeping

identify the problems

how do we fix service?

over time, make little adjustments

how do we improve service?

What is the number 1 city in the U.S. for meetings?

Orlando

Comfort Suites, Homewood Suites, Staybridge Suites, AmeriSuites are all what type of hotels?

Suites

False

Supervision of workers can be carried on without any detailed understanding of the work they are doing/

crudites

These are vegetable trays.

The objective of sales and marketing is to do what?

"put heads in beds"

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?

procedure

A sequential set of operations in an organization that cannot be deviated from is a

an information system

A system that collects, transcribes, and summarizes information about transactions is called

Which company rates hotels based on diamonds? You choose to be rated by this company.

AAA

Ratings of hotels are done by what two companies?

AAA and Forbes

planning by employees

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

is qualified for responsibility

Acceptance as a basis for authority requires that the manager be a person who

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%

In this type of a hotel, all accommodations are 2 rooms

All suite

These are things that hotels offer for free

Amenities

AAA

American Automobile Association

Informal organization

An _________ develops its own expectations as to what constitutes a fair day's work

True

An informal group can limit a manager's authority

True

An operations manual of a company is an example of a plan.

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

Leadership is basically the art or process of influencing people so that they will strive willingly to attain groups goals

As a result of social science research, the following conclusion has been drawn about the concepts of leadership and direction...

What is an example of a hotel company that is a member owned referral group?

Best Western

What are the 3 member-owned referral groups talked about in class?

Best Western, Magnuson, Leading Hotels of the World

___ hotels are unique and all are different. ____ have 2 rooms and are good business. ____ stay hotels have some kind of cooking facility.

Boutique, all-suite, extended

Holiday Inn, Best Western, Sheraton, Courtyard, Hilton are all examples of hotel ____

Brands

In the U.S., the presence of hotel ___ makes hotel ratings less important

Brands

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?

When talking about the classification of hotel guests, most guests are __ and ____ travelers.

Business, leisure

This person is known as the "Master of Hotel Finance", the Statler Foundation was sold to him. He came up with carte Blanche, used leverage (using borrowed money), wrote "Be My Guest", married Zsa Zsa Gabor

Conrad Hilton

After the South Beach Diet became big, hotels had to make their continental breakfasts more eggs and sausage because people on that diet would not eat ____

Carbs

Professional designations (certifications in meetings and events): ___ ___ ___ _____ : advanced-level professional development and certification program, must have 10 years of experience to apply, owned and managed by Meeting Professionals International

Certification in Meeting Management

Professional designations (certifications in meetings and events): ___ ___ ___ : must have 3 years work experience, application and acceptance, sit for and pass exam, owned and administered by the Convention Industry Council

Certified Meeting Professional

This person was known as the "king of hoteliers, hotelier of kings", worked with Escoffier, Ritz Carlton comes from him

Cesar Ritz

Structure of chain hotels: independent ownership, chain operated - ___ is manager/operator

Chain

Structures of chain hotels: 1. The chain can be owned and operated by the ___

Chain

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?

Which hotel company is like Doctor's Associates (doesn't manage any)

Choice Hotels

First specially built hotel in US

City Hotel (NY 1794)

CTA

Closed to Arrival

Free internet access is _____. This would ____ the hotel's other business services.

Complimentary, complement

DOS

Director of Sales

DOSM

Director of Sales and Marketing

False

Decision-making is less effective when there is a distinct line of authority.

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?

True

Delegation of authority is usually less important in a small organization than in a large.

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?

Precosting

Determining the cost of a portion of food or beverage in advance of service refers to

What are the higher level up positions for sales and marketing?

Director of Marketing, Director of Sales

This person was the first to really incorporate technology into hotels. He is known as the Father of the American Hotel and thought that life was service. "A room and a bath for a dollar and a half!", is the benefactor of Staller Foundation at Cornell

Ellsworth M. Statler

is more important than in factory settings

Employee morale in the hospitality industry

1937: Henderson and Robert Moore began buying hotels 1940: Copley Place 1942: Bought the "Sheraton" (neon sign) 1947: 1st hotel company traded on the NYSE Reservations technology 1967: ITT Sheraton 1998: acquired by Starwood

Ernest Henderson

A ____ plan means there are no meals provided, everything is a la carte A ___ plan means you get 3 meals A ____ plan means you get 2 meals.

European, American, Modified American

Who is the head of the housekeeping department?

Executive housekeeper

F&B

Food and Beverage

The food and beverage department is headed up by a __ __ __ __ __ who oversees both front-of-the-house and back-of-the-house functions

Food and beverage director/manager

<, >

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

Which company rates hotels based on stars? They choose if they want to rate you.

Forbes

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?

Structure of chain hotels: independent ownership, owner has "franchise agreement" with chain to use chain name, operated by _____

Franchisee

This person came up with hotels along railroads, Harvey House restaurants, hotels, dining cars, "Don't cut the ham too thin, boys", still part of Xanterra

Frederick Harvey

Sheraton, W Hotels, Westin, Intercontinental, Hilton Grand Vacations Club, Renaissance, Double Tree are examples of what types of hotel?

Full-service

This type of a hotel has food and beverage, a meeting space, golf course, and a gift shop

Full-service

FF&E

Furniture Fixtures & Equipment

FF&E

Furniture Fixtures and Equipment

GDS

Global Distribution Services

GSA

Guest Service Attendant

responsibility accounting

Holding heads of a departments accountable for their costs is called

What are the top hotel brands?

Holiday Inn/Holiday Inn Express, Best Western, Marriott

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

This is the sign or "flag" you see outside the hotel building.

Hotel Brand

Examples of these are Interstate, White Lodging, HEI, Vista Host, Hersha, Sage

Hotel Management Companies

What are we as students more likely to be managers of?

Hotel Management Companies

The professional organization representing sales people is HSMAI. What does this stand for?

Hotel Sales & Marketing Association

Examples of ___ ____ are Intercontinental, Starwood, Best Western, Wyndham, Marriott, Choice Hotels

Hotel companies

These own the brands but may or may not operate hotels.

Hotel companies

These manage hotels, can be their own or for others. There are no hotels that go by these names.

Hotel management companies

These invest in/own hotel real estate. They can be individuals, hotel companies, other companies, REITs, etc.

Hotel real estate investors

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?

HR

Human Resources

The responsibilities of this include supporting line departments in all HR related activities (hiring and recruiting, training, staffing, etc.), labor intensive industry requires progressive HR

Human resources Director/Manager

Which hotel company is like Darden? (All are managed by the company)

Hyatt

What are the top hotel companies?

IHG, Hilton, Marriott

LSR/Burger, casual dining

In 2014, which industry segment had the largest percent share of total sales? What came after that?

True

In a small firm, authority is often based on ownership

the appropriate approach depends on the situation

In applying macgregors theory of leadership, theory x and theory y cannot be compared directly because

The Cheesecake Factory

In casual dining, who has the highest sales/unit? (buy id 8th in total sales)

take corrective action

In control systems, when costs get out of line, managers...

information output required

In designing an information system, most important is the

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?

the other four functions and cannot be carried out successfully without them

In relationship to the other management functions, leading must be based on...

should be able to communicate effectively with group leaders

In responding to norms that workers develop among themselves, a manager...

express an understandable vision of where the organization must go

In speaking of "establishing direction" in the section dealing with "leadership and change", the text suggests that management...

QSR (burger)

In what segment are the greatest sales?

QSR (burger)

In what segment is the greatest profit?

midscale (family dining)

In what segment would you expect to automatically receive coffee, juice, and toast within a short period of time? (around 5 minutes)

more, casual, less, fewer

Industry segments vary by: menu labor - as you go up, there is ___ labor service liquor - when you get to ___, there is liquor served hours of operation - as you go up, restaurants operate ___ hours meal periods - as you go up, restaurants have ___ meal periods

False

Informal authority has its basis in law

Double Tree Hitel is owned by Host and is managed by Interstate. As restaurant manager, who do you work for?

Interstate

decreasing

Is the percentage of fine dining restaurants increasing or decreasing?

This person was a franchisee of A&W root beer then came up with Hot Shoppes, was the first contract food service manager and did hospital feeding, airline feeding, Marriott hotels

J. Willard Marriott

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 _______

This person started Holiday Inn brand, work only half a day either first 12 or second 12, HOTELS ALONG INTERSTATE, Holiday Inn name comes from name of movie

Kemmons Wilson

False

Lack of planning in an organization often allows employees to do the planning, which usually leads to management goals anyway.

Sizes of hotels: ___ 401-1,500 rooms ____ 1,501 - ? rooms ___ 151-400 rooms ___ 1-150 rooms

Large, mega, medium, small

strategy

Large-scale, high-level and long-term commitment is contained in a business

their full voluntary copperation

Leadership is organizations influences workers to obtain

This type of hotel provides a continental breakfast, but has no food and beverage and no meeting space

Limited-service/select-service/focused-service

The St. Regis, the Grand Hyatt, the Waldorf Astoria, and the Ritz-Carlton are all examples of what types of hotels?

Luxury

This type of a hotel has food and beverage, a nicer interior, a spa, valet, a penthouse

Luxury

Structure of chain hotels: independent ownership, owner has a "franchise agreement" with chain to use chain name, owner has Agreement with a ___ company to operate the hotel

Management

key points

Management bu exception is control aimed at

Structure of chain hotels: management company owned and operated: property, ____ is franchisee and operator

Management company

food and beverage cost control, payroll cost control, and other direct operating costs

Managerial accounting in the hospitality industry is focused principally on

True

Managers must learn to plan the work of others.

individual, evaluations, platinum

Managing and working together effectively: recognize ____ differences, diversity training, mentors, management ____, be part of the solution, the __ rule

This person is known as the "chef of kings, king of chefs", is the founder of "haute cuisine" and was chef to Napolean

Marie-Antoine Carême

Hospitality Franchisor

Marriott Hotels, Wendys, McDonalds

associate

Marriott is known for having great ___ rates and also family and friends rates

QSR

McDonald's is the prototype for which industry segment?

QSR/LSR/Fast Food

McDonald's, Burger King, Taco Bell, Jack In The Box, Chick-Fil-A, Hardee's, Popeye's, In-N-Out, and Church's Chicken are all examples of what type of restaurants?

control

Measuring standards against performance and taking corrective action if necessary is at the heart of

The Certification in Meeting Management is owned and managed by who?

Meeting Professionals International (MPI)

What is the global association comprised of more than 24,000 members belonging to 71 chapters and clubs worldwide

Meeting Professionals International (MPI)

employees are involved in guest contact and their attitude becomes a part of the service

Morale in a service organization is important because

independent operations

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

Cost/income streams for franchisees: advertising cost is paid to the ________

National Advertising Fund

N/S

No Shows

What is the equation for occupancy percentage?

Number of rooms sold / number of rooms available for sale

Reservations can be made by the guest via other methods (___) (more and more online) but many requests are still made through the hotel's reservation department

OTA

Other things being equal, employees choose a friendlier environment to work

One of the following statements about company policy as work motivation is: 1) company policies are taken for granted by employees and do no affect their performance 2) all fringe benefits are required by law, so they are not used to attract good employees 3) only the physical working conditions, not the social ones, can affect employee's motivation 4) other things being equal, employees choose a friendlier environment to work

can't be everywhere and do everything

One reason delegation is practiced is because the manager...

Casual Dining

Outback Steakhouse, Red Lobster, The Cheesecake Factory, Friday's, Red Robin, Ruth's Chris Steak House, Ruby Tuesday, Kids Club, and Logan's Roadhouse are all examples of what segment of dining?

primary

Physical differences (___) are the ones that are protected legally

true

Pizza Hut is the prototype for no segment. It incorporates many aspects of multiple categories. True or false?

QSR/LSR/Fast Food

Pizza Hut, Domino's Pizza, Papa John's, Little Caesars, CiCi's Pizza, and Chuck E Cheese's are all examples of what type of restaurants?

is short-term

Planning by supervisors in an organization usually

True

Planning for your personal career can be done in the same fashion as business planning.

is general in nature

Planning in organizations at the upper level

False

Planning is most detailed and specific at the highest level of the organization

False

Planning is necessary at all levels of the organization except at the individual work level.

Hospitality management

Planning, organizing, staffing, leading, controlling resources to create positive experiences and values for all stakeholders

POS

Point of Sale System

False

Policies specify what exactly is to be done in an organization.

semantic, different social backgrounds, and the immediate environment

Potential barriers to communication at work are

Any particular hotel property is best classified according to: location, ___ range, level of ____, and rating

Price, service

True

Primary destinations have a wide market and draw people from great distances

What does PBX stand for? what does it have to do with?

Private Branch Exchange, telecommunication/switchboard

PCMA

Professional Convention Management Association

What is PROFPAR?

Profit per available room

PMS

Property Management System

What is the equation for REVPAR?

Revenue / number of rooms available for sale Or Occupancy % / ADR

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?

"If I had a brick for every time I've repeated the phrase Quality, Service, Cleanliness, and Value, I think I'd probably be able to bridge the Atlantic Ocean with them." - Who said this?

Ray Kroc

Who is known as the Founding Father of Fast Food?

Ray Kroc

Who was the force behind the McDonald's brand franchising?

Ray Kroc

Changing brands of hotels is also known as "___"

Reflagging

RFP

Request for Proposal

___ hotels offer activities and entertainment. ___ hotels offer gaming. Health ___ hotels are dedicated to pampering. Vacation ownership (___ ____) - you own a week, you have points and you can redeem them anywhere within the company (you own the real estate)

Resort, casino, spa, time share

This is recognized by many as the leader in hotel research, it provides a benchmarking service to the industry. It provides monthly, weekly, and daily reports to nearly 50K hotels and most GM bonuses are based on this evaluation

STR (Smith Travel Research)

Super 8, Knights Inn, Ramada, Travelodge, Hampton Inn, Days Inn, Howard Johnson, Comfort Inn, Sleep Inn, Econo Lodge, Red Roof Inn are all examples of what types of hotel?

Select service brands

oxymoron

Self service is considered a(n) _______

words may not have meaning or may be misunderstood

Semantic barriers to communication means that...

False

Short-term and long-term planning are essentially the same.

try to build a link of communication with the informal leader

Since the work group develops into a social group, managers

What does SMERFs stand for?

Social Military Educational Religious Fraternal

delegation of authority but not responsibility

Span of managerial responsibility refers to

persons with whom the manager interacts

Span of managerial responsibility refers to the number of

Where does the budget for meetings come from?

Sponsorship, Booth sales, Admission

high level and long term

Strategies are....

The luxury service brand hotels use what kind of colors in their logos?

Subdued

Hotels that are in the secondary market are located where?

Suburban areas

Most hotels are in what areas? How much do most hotels cost?

Suburban/small metro and town, $45-59.99

Authority must be tempered by fairness to workers

The BEST statement about authority in today's workplace is: 1) authority gives the manager the right to reward or punish 2) the formal leader can impose informal authority upon the workers 3) the formal leader expresses authority because of legal rights 4) authority must be tempered by fairness to workers

customer, employee

The Hilton has twitter watch, ____ focused training, Hilton Honors, and offers great ____ rates

There is an international association of concierges called Les Chefs d'Or which means what?

The Keys of Gold

This represents more than 6,000 meeting industry leaders from 17 chapters in the U.S., Canada, and Mexico

The Professional Convention Management Association (PCMA)

Malcolm Baldrige National Quality, $2,000

The Ritz-Carlton is the only service company to have won the prestigious ___ ___ ___ ___ Award TWICE - in 1992 and again in 1999 (one year after being acquired by Marriott) - How much money are their employees given to fix problems?

dining

The __ market is what people do when they want to eat socially

eating

The ___ market is specifically for the biological need of people having to eat

travel

The ___ segment of hospitality, travel, and tourism includes air, rail, coach, auto, limo, cruises, agents

recreation

The ___ segment of hospitality, travel, and tourism includes clubs, gaming, attractions, stadiums/arenas, entertainment, festivals, community parks

lodging

The ___ segment of hospitality, travel, and tourism includes rooms (full service, limited/select service), F&B, sales/meeting/convention

commercial, foodservice, non-commercial, foodservice

The ____ ___ segment of hospitality, travel, and tourism includes: fine dining, casual dining, family, QSR The __ ___ segment of hospitality, travel, and tourism includes: on-site/institutional (schools, health care, B&I)

strategy

The adoption of a recipe kitchen is an example of a

permits comparisons between different operations as well as of between departments within an organization

The advantage of following the Uniform System of Accounts is that it

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?

law.

The basis for formal organization within an organization is

accrued expenses

The best example of a liability is

accounts receivable

The best example of an asset is

is your respect for the worker and your appreciation of the work well done

The best kind of praise

Holiday INN saying

The best surprise is no surprise -Mr Howard Johnson

objective and measurable

The characteristics of a well-thought-out goal is that it is

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

False

The control function is completed when reports on costs are perpared

accept the fact that neither is an answer but that the theory helps us identify and consider the issue better

The correct answer to the problem posed by Theory X and Theory Y is to

Yosemite

The country's first national park was

reviewed and action taken when necessary

The cybernetic loop is used to describe control because continuous information is

budget

The dollar results expected from a plan of operation is found in a

True

The effective manager does not rely upon the legal basis for authority.

in most work groups, a pattern of social conduct or group structure (often cliquish) will evolve

The following characteristic describes the work group 1) when people come together at work they tend to respect each others individuality and do not develop a social organization 2) a work group uses management guidelines to develop its own norms of work 3) in most work groups, a pattern of social conduct or group structure (often cliquish) will evolve 4) management can often raise its formal authority to do away with clique formation within the work group

There are many different motives for working

The following statement is true about worker motivation: 1) there are many different motives for working 2) money is the most important motivation for working 3) workers are self-motivating and managers waste their time if they spend time trying to motivate them 4) a worker in a dull, monotonous job cannot be motivated

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

department net income

The indicator of a department head's performance in a hotel is the

False

The informal organization refers to organization outside the work place.

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.

ownership or legislative act

The legal basis of management authority is

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

Decision accounting

This assembles information on a one-time basis making assumptions appropriate to an immediate decision

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 ____

Who is the PBX operator?

The person who answers the phones

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

just one boss

The principle of unity command indicates that everyone will have

True

The purpose of control is to correct past errors in the future.

the relationship of authority and responsibility

The scalar principle refers to

standards

The specifications of both procedures and outcomes are

control systems include information but also include provision for corrective action

The text differentiates information systems and controls systems on the basis that

ownership or legislative act

The ultimate basis of management authority in our society is

Organizing

The work managers do to bring order to an organization is called

value and ownership

The"balance sheet" in a hospitality operation is a statement of...

rewards and punishments

Theory X is based on...

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

Payroll control

This uses scheduling techniques to provide adequate coverage and avoid excess coverage

financial and managerial

To achieve control, managers use two kinds of accounting:

accept it as a part of natural things

To deal with an informal organization, the manager should

stress quality and quantity work standards

To maintain productivity, along with efforts to improve morale, a manager must

platinum rule

Treat others as they want to be treated.

First 5-star property

Tremont House (Boston 1829)

True or false: Hotels can choose to label their hotel whatever they want

True

True or false: More hotels are managed by management companies than hotel companies

True

False

True or false: Hospitality just has to do with hotels.

true

True or false: private clubs can discriminate because they are not taking federal dollars

true

True or false: we will have to deal with the work force changing in many ways, including demographically

QSR and casual

What 2 segments form the Quick Casual segment?

Financial accounting statements

What are prepared according to the rules of the accounting profession to help outsiders analyze operations

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?

Theory X and Theory Y

What are two different ways of looking at a worker's attitude towards work?

A plan

What attempts to describe future events and hoe they will be ordered to achieve the organization's goals

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?

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?

workers can sometimes anticipate problems

Worker participation in decision-making can be beneficial because

physical items, sensual benefits, psychological benefits

according to the product-service mix, what are we selling?

the role of ___ is moving beyond just bookkeeping - is includes overseeing the "house ledger" (people in the hotel) and the "city ledger" (people using facilities/not rooms), nightly auditor/comptroller

accounting

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

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)

The Uniformed Services Department consists of ___ staff, ___, security, and concierge

bell, valet

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

What are these companies? - corporate only, franchisor only, or both? - Applebee's, McDonald's, Marriott, Holiday Inn

both (McDonalds is also a hospitality franchisor)

There are 2 different types of franchises: ___ format: Hotels, restaurants - franchisor provides service, including site selection, training, marketing, assistance in obtaining financing, products, and supplied

business

The type of franchise that most hotels and restaurants use is what?

business format

The __ __ ___ protects guests, employees, assets, keys, hotel safe, noise

chief of security

Check-in and check-out time are based in large part on the time it takes to ____ __ __ typically check-in is at __ or ___ and check-out is at ___

clean a room, 10, 11, 3

Housekeeping: The essential requirement that guests have is to be able to check into a ___ ___

clean room

The Housekeeping department is responsible for ___ of guest rooms, stocking essential supplies and _____, laundry (sometimes), and ____ of public areas

cleaning, amenities, maintenance

The franchisor/franchisee have ___ roles (interdependency), sometimes contradictory _____

complementary, goals

Sometimes the responsibility of ___ falls to the bell staff or the front desk clerks in smaller hotels

concierge

Who is the resident expert in activities, events, restaurants, and attractions?

concierge

What is the difference between conventions and expositions? ____ attract out of towners, hotels and restaurants around benefit

conventions

What are these companies? - corporate only, franchisor only, or both? Olive Garden, Hillstone, Hyatt, Starbucks, Chipotle

corporate only

The customers of meeting space: ____ book on a shorter timeline, they have a larger budget, and the owner is not worried about cost with them ______ book 3-5 years in advance so they have better leverage in negotiating prices

corporate, associations

revenue

cost %s are a % of ___

Sales and marketing is responsible for creating _____, largely revolves around selling ___ of rooms, can be a large department in convention hotels specialized by market

customers, blocks,

excursionist

day trip

Tips: Concierge - _____ Housekeeping - ____ Bellman - _____ valet - ____

depends on what they do for you, $2-5 every night, $2 first bag, $1 any additional bags, $5 beginning, $2 after

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

This involves overseeing heating, cooling (HVAC), plumbing, lighting, elevators, telecommunications/WIFI, energy management, electric, other

engineering

psychocentric

enjoy destinations that are familiar to them, short period of time

cost of goods sold / revenue

equation for Food Cost %

Liabilities to the franchisEE: it is ____ (initial fee, ongoing fee, advertising, reservations), restrictions on operating _____, unwanted products/procedures/prices, unwanted _____, unprotected areas/encroachment (when other hotels/restaurants exist close to yours)

expensive, standards, advertising

What is the difference between conventions and expositions? ___ attract only locals and the hotels and restaurants around do not benefit

expositions

True or false: Security is becoming not as important

false

___ __ involves income and expenses, revenue and profit, changes in income and expenses over time, outsourcing as a strategy to cut costs, cost of maintaining a hotel, asset manager

financial management

This is one of the 3 major functions in a hotel: It includes restaurants, bars, banquets, and room service - what is it?

food and beverage department

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)

Reservations must maintain contact with other departments as well as other reservation channels to be able to _____ ____

forecast rooms

This is 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 (or person) operating under the firm's trade name and usually with that firm's guidance, in exchange for a fee

franchise

Applebee's is 99% independently owned or franchised?

franchised

This person or business is the one accepting the franchise agreement. They pay for this business opportunity and operate under contract

franchisee

This is the person or business (with the successful product or service) offering or granting the franchising agreement - they own trademarks, business methods

franchisor

What are costs/fees to the franchisee are revenues to the ____

franchisor

What are these companies? - corporate only, franchisor only, or both? - Choice Hotels, Subway

franchisor only

So the ___ offers the franchise to the _____

franchisor, franchisee

other costs to the franchisee: ___ traveler costs (when people travel and collect points and those points are redeemed at your hotel, you pay this fee), equipment (bought from franchisor), supplies/___ (bought from franchisor), sales of ___, property rental (paying to franchisor), rebates from vendors of equipment and supplies (pay to franchisor)

frequent, materials, service

Who should you NEVER tip at a hotel?

front desk clerk

Responsibilities of the ____ ___ are: checking guests in, checking them out, securing payment, listening to complaints, communicating with other departments, determining room availability, and selling additional rooms

front office

The center of activity in rooms division is the _____

front office

tchotchkes are ___ given out at trade shows

gifts

MPI & PCMA types: meeting professionals representing: corporate, associations, non-profits, and ____ supplier meeting professional, meeting ____ professional, students, faculty

government, management

What is a reason to franchise?

grow the brand

What is the difference between a confirmed room and a guaranteed room?

guaranteed - you will be charged even if you don't show

The food and beverage department can contribute about ____ as much revenue as rooms, but only __-__% of profit

half, 10, 20

Those people who deliver events work for: ____, associations, meeting planning ____, _____ businesses, government agencies

hotels, firms, individual

people coming back, tips, watching facial expressions, asking

if service is intangible, how do we measure it?

LSR/Burger

in 2014, what was the largest segment in the top 100? - with 32.7% of the top 100 sales and 23.7% share of units

psychological benefits

in the product service-mix, comfort, status, and sense of well-being fall under what category?

goods (physical items)

in the product service-mix, foods and drinks fall under what category?

sensual benefits

in the product service-mix, taste and aroma, table service, atmosphere, and "Selling the sizzle" fall under what category?

New security measures that have been introduced to hotels in recent years: __ ___ safes, keyless locks, tighter security at the ___ __, redesigned hotels where guests must pass through the ___

in-room, front desk, lobby

Cost/income streams for franchisees: ___ franchise fee - paid by the franchisor when the franchisee is granted, covers the cost of training, recruiting, territory analysis, site identification, specialist equipment, stationary, franchisee launch, etc. - the amount ___ from company to company

initial, varies

labor cost $ / revenue (sales)

labor cost %

What does it mean to walk a guest?: you overbooked (but you never admit this to the guest) and you send them to a different hotel, if they make a fuss, you pay, you never walk ______

loyalty members

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?

CVENT is for ____ providers of locations - they are the leader in their field - the goal is to meet with people and pair them up to where to have their meeting

meeting

This is a planned event, where people come together to accomplish something (from a few people in a room, to 10,000 in a conference center, and many hotels)

meeting

Rooms can contribute 70% or more to overall revenue and ___ to profit

more

The position of concierge is becoming ___ important as hotels try to offer a higher level of guest services

more

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

What does OTA stand for? What are some examples?

online travel agent, Expedia, Kayak, etc.

Benefits to the franchisOR: limited capital requirements (you are using OPM which is _____) , ___ risk to self and capital, rapid expansion and market penetration (securing locations, market dominance, greater buying power), motivated management

other people's money, limited

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?

The bell captain and bell staff assist with luggage, act as an escort, and answer questions - The valet assists with ___

parking

names for people who deliver events in a hotel are: Meeting ____, Conference Coordinator, Sales Manager, Convention ____ Manager, Catering Manager

planner, services

The type of franchise that most automobiles, drink bottlers, and gasoline companies use is what?

product or trade name

There are 2 different types of franchises: ___ or ___ name: Automobiles, gasoline, soft drink bottlers - the franchisor supplies the product which is sold by the franchisee under franchisor brand

product, trade

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)

Cost/income streams for franchisees: royalties are ongoing and are usually a percentage of _____

revenue

What is the equation for profit of a franchise?

revenue - cost - franchise fees

profit = revenue - costs

revenue = ?

Who is responsible for cleaning of individual guest rooms?

room attendants

The reservations department attempts to maximize _____ rate and _____ rate

room, occupancy

The Uniformed Services Department is involved with ___ __ (one of the 3 functions in a hotel)

rooms division

This is one of the 3 major functions in a hotel: it includes the front desk, reservations, uniform services (security, etc.) and housekeeping - what is it?

rooms division

What is the main business of the hotel and the main source of revenue?

rooms division

what function of the hotel is known as the "heart of the house"

rooms division

Of the 3 major functional areas of hotels (rooms division, food and beverage, staff and support departments), which drive top line? (revenue)

rooms division, food and beverage

Housekeepers work from a ____ ____ which provides them with the status of all guest rooms from which they can prioritize their work

rooms report

Hotels are generally divided into 3 major functional areas: ___ division, ____ department, and __ ____ departments

rooms, food and beverage, staff and support

What is the entry level position for sales and marketing?

sales manager

The executive housekeeper must be adept at _____, coordinating, ___ people, etc.

scheduling, managing

allocentric

seek experience and culture, no plan

This is one of the 3 major functions in a hotel: It includes accounting, financing, engineering, marketing, human resources, and contracted areas

staff and support departments

engineering falls under which of the 3 functions of hotels?

staff and support departments

human resources falls under which of the 3 functions of hotels?

staff and support departments

sales and marketing falls under which of the 3 functions of hotels?

staff and support departments

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?

The Certified Meeting Professional is owned and administered by who?

the Convention Industry Council

target age

the ____ ___ for restaurants differs depending on the place

empowerment

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

In franchising, using OPM is an advantage to who?

the franchisor

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)

intimidation

this is a type of discrimination in the workplace: overt threats or bullying directed at members of specific groups of employees (African American employees have found nooses hanging over their desks)

inclivity

this is a type of workplace discrimination: disrespectful treatment, including behaving in an aggressive manner, interrupting the person, or ignoring his or her opinion (female lawyers say that male attorneys frequently cut them off or do not adequately address their comments)

mockery and insults

this is a type of workplace discrimination: jokes or negative stereotypes, sometimes the result of jokes taken too far (Arab-Americans at work have been asked if they are wearing bombs)

exclusion

this is a type of workplace discrimination: leaving out certain people from opportunities, social events, discussions, or informal mentoring; can occur unintentionally (women in finance claim they are assigned to marginal jobs or given light workloads that don't lead to promotions)

sexual harassment

this is a type of workplace discrimination: unwanted sexual advances and other verbal or physical conduct of a sexual nature that create a hostile or offensive work environment (company paid visits to strip clubs)

ticket times

this is how long it takes for the food to get to the customer

year over year revenues

this is how much money a restaurant makes this year compared to last year (ex: Chipotle - great year over year revenue this year)

heterogeneity

this is one of the 4 characteristics of service: always different, never exactly the same - due to guest's unique demands and servers' unique style, service encounters are different every time

perishability

this is one of the 4 characteristics of service: cannot be held in inventory (if not used now, the opportunity is gone forever) (ex: if don't sell rooms tonight, the opportunity will be gone forever)

intangibility

this is one of the 4 characteristics of service: cannot hold or touch, the guest uses or consumes services, but does not "take them away" - "leave with nothing but a memory" (the experience)

inseparability

this is one of the 4 characteristics of service: services are created and consumed at the same time, with the guest's involvement (telling customer the specials)

Jan Carlzon

this person said that everyone needs to know and feel that he is needed, he came up with the "moments of truth", everyone wants to be treated as an individual

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?

hospitality guest

use hospitality (doesn't matter for how long and how far)

inseparability, intangibility, perishability, heterogeneity

what are the 4 characteristics of service?

sometimes lunch, dinner

what are the meal periods for casual dining?

Hotel segmentation saying

what do we sell and how do we sell it

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"?

Guest Segmentation saying

who do we sell to

Are banquets and catering often profitable for hotels?

yes

Maximizing room rate and occupancy rate is also known as Revenue or ____ management

yield