RHM Content Exam 1

RHM Content Exam 1 How is good service defined? What constitutes superior service? - ✔✔meeting customers' needs in the way they want and expect them to be met; superior service is exceeding customers' expectations Wh ...

RHM Content Exam 1 How is good service defined? What constitutes superior service? - ✔✔meeting customers' needs in the way they want and expect them to be met; superior service is exceeding customers' expectations What are some challenges service businesses face when managing and marketing their products and services? - ✔✔1. The nature of the product is different 2. Customers are more involved in the production process 3. People are part of the product 4. Its' harder to maintain quality control standards 5. The services provided can't be inventories 6. The time factor is more important 7. Distribution channels are different What are some of the intangible products that hotels and restaurants provide? - ✔✔convenience of location, amenities, and service, room service, concierge service, valet service How does strategic planning help hospitality businesses provide good service? What is the strategic planning process? - ✔✔it is a plan that states the businesses plans and objectives; Perform a SWOT analysis, Formulate strategies, Implement strategies How do capacity-constrained businesses such as hotels and restaurants manage supply and demand? - ✔✔they either follow a level-capacity strategy where the same amount of capacity is offered no matter how high the demand or they follow a chased-demand strategy in which capacity can be varied to suit the demand level What are the components of a strategic service vision, and how do they help businesses deliver good service? - ✔✔1. targeting a market segment and 2. focusing on a service strategy; they single out groups or mark segments and attempt to provide products and services that, in the eyes of these consumers, are superior to those of competing hotels and restaurants. managers and employees provide consistent services that meet an operation's standards What are five things organizations can do that will help them deliver good service? - ✔✔1. Don't forget who you are 2. Encourage every employee to act like a manager 3. Handle moments of truth correctly 4. Hire good people and keep them happy 5. Respond in a timely manner What are Disney's four basic service priorities? - ✔✔1. Safety 2. Courtesy 3. Show 4. Efficiency How has technology transformed the way we live? What are some other economic and social trends that are affecting travel and tourism? - ✔✔it has provided us with the means to travel faster and cheaper, manufacture foods more efficiently, and communicate with one another across the globe almost instantaneously; leisure time is increasing, many households have two income earners, seasonality has become less important to travel What are the components of the travel and tourism industry? How can the size of the travel and tourism industry be defined? - ✔✔accommodation, transportation, attractions, food and beverage, travel agencies, taxi services etc.; ass up the amount of money spend on goods and services by travelers What is the multiplier effect? - ✔✔the indirect or hidden benefits on other industries that you measure by adding up all the expenditures of travelers in a given geographic area and multiplying that figure by a factor (known as the multiplier) to arrive at the amount of additional income that is generated by these expenditures How are the components of the travel and tourism industry interrelated? - ✔✔a trip may consist of an airplane flight, a car rental, a stay at a hotel, several restaurant meals, and some gift purchases. Each of these elements must work well in order for travelers to have a pleasant total experience. Why do people travel? - ✔✔1. recreation 2. culture 3. business 4. visiting friends and relatives 5. health What is psychographic research and how does it help the travel and tourism industry? - ✔✔psychographic research attempts to classify people's behavior not in terms of their age or education or gender, but rather their lifestyles and values; it helps determine who would be most interested going where on vacation What are some of the ways that the travel and tourism industry can affect local communities? - ✔✔travelers bring money and jobs, but can also bring problems What is the hospitality industry? - ✔✔lodging and food service businesses that provide shortterm or transitional lodging and/or food What are some of the advantages and disadvantages of a career in hospitality? - ✔✔advantages: offers more career options than most, work is varied, are many opportunities to be creative, this is a "people" business, hospitality jobs are not nine-to-five jobs, there are opportunities for longterm career growth, there are perks associated with many hospitality jobs; disadvantages: long hours, nontraditional schedules, pressure, low beginning salaries How can a skills inventory help you decide on a career path? - ✔✔it can show you your strengths and what career niche you would be most happy with What are some career options in the hotel industry? - ✔✔lodging (hotels), Food service, Clubs, Cruise lines What are the advantages of working for a large hotel chain? for an independent hotel? - ✔✔large: better training, more opportunities for advancement, better benefits independent hotel: more chances to be creative, more control, better learning environments for entrepreneurs What are some career options in the food service industry? - ✔✔Manage an Independent or Chain restaurant, Social Caterer, work in an institutional food service Should a hospitality student bypass quick-service management opportunities? Why or why not? - ✔✔no because many of these jobs pay well and offer security and excellent benefit packages What are some of the questions you should ask yourself before you decide that a job is right for you? - ✔✔What can I learn from this job that will contribute to my career goals? What are the long term opportunities for growth in this company? What is this company's reputation among the people I know? Is is a good place to work? Does it deliver on its promises to employees? How good is the training program? What is the starting salary? What about other benefits? How do I feel about the location? What should appear on a resume? What should not appear? - ✔✔Summary of Qualifications, skills and experience, education, hobbies if they relate to your job; should not appear: height, weight, age, race, marital status, avoid being creative with your resume How should you prepare for, and conduct yourself during, a job interview? - ✔✔know as much as possible about your employer before you walk through the door, dress slightly better than if you were working at the firm, convince the interviewer they want to hire you What segments constitute the restaurant industry? - ✔✔eating and drinking places, lodging, transportation, recreation and sports, business and industry, educational, health care, retail, corrections food service, military food service, and contractors What characterizes a full-service restaurant? a quick-service restaurant? - ✔✔full-service restaurant features a dozen or more main-course items on the menu and cook to order; quickservice restaurants offer a narrow selection of food, provide limited service, and focus on speed of preparation and delivery What are some characteristics of the transportation, recreational, business and industry, educational, health care, and retail food service market? - ✔✔transportation (airplanes, ships, trains) recreational (sports arenas, stadiums, movie theaters, bowling alleys), business and industry (onsite food to employees), educational (schools, colleges), health care (hospitals, senior housing) retail food service market (take-out, supermarkets, food courts) What are some of the challenges that are unique to corrections food service? - ✔✔have a hard time retaining food service staff because they cannot offer much professional career growth, cyclical menu that meets special religious and medical dietary needs, have limited budgets What are three common reasons for restaurant failure? - ✔✔1. lack of business knowledge 2. lack of technical knowledge 3. lack of sufficient work capital What are some strategies for building a successful restaurant? - ✔✔decide what kind of restaurant they would like to have and then picking a location; others focus on marketing- as yourself who you hope to attract, where they live and work, when do they buy, how do they buy, competition What four general urban areas make good sites for restaurants? - ✔✔central-city business and shopping districts, shopping centers, planned communities, highway intersections What are some desirable characteristics any restaurant site should have? - ✔✔easily visible, easily accessible, parking, availability, affordability What are some components of a feasibility study for a new restaurant? - ✔✔decide on a location, land and construction costs, equipment, furniture and fixtures, working capital, pre-opening expenses for inventory, pre-opening staff salaries and training expenses, pre-opening advertising and promotion what are the most important success factors for a restaurant? - ✔✔guests, ambience, and menu Why is keeping up with customer preferences so important? - ✔✔it helps you determine the feasibility and optimal local of a restaurant. you have to keep satisfying your guests How does ambience contribute to a restaurant's success? - ✔✔ambience often leads guests to choose one restaurant over another, may even be more important than the food What are some basic rules to keep in mind when creating menus? - ✔✔give guests what they want, use standard recipes, match the menu to the staff's abilities, take equipment into account, provide variety and balance, pay attention to the season, keep nutrition in mind, use food wisely How do fixed menus differ from cyclical menus? - ✔✔fixed menus is used for several months or longer before it is changed; cyclical menus changes every day for a certain number of days before the cycle is repeated What is a balance sheet? a statement of income? - ✔✔balance sheet- shows the restaurant's financial condition on a given day statement of income- shows the results of operations- the sales, expenses, and net income of a business- for a stated period of time What control points make up the food cost control cycle? - ✔✔menu planning, forecasting, purchasing, receiving, storing, issuing, producing, serving, customer payment, food cost analysis A purchase specification should include what kinds of information? - ✔✔weight, grade, packaging What is the food cost percentage and how is it calculated? - ✔✔the cost of food sold to guests in a given period divided by food sales for the same period In what ways does beverage cost control differ from good cost control? In what ways is it similar? - ✔✔can use an automated system, can use a bar par which is the amount of each type of beverage that managers want to be available behind the bar How has the hotel industry changed in recent decades? - ✔✔hotels companies expanded through acquisitions and partnerships and alliances, going green How can hotel guests be categorized? - ✔✔corporate individuals, corporate groups, convention and association groups, leisure travelers, long-term stay/relocation guests, airline-related guests, government and military travelers, and regional getaway guests What are some of the differences between a center-city hotel and a resort hotel? - ✔✔most guests who stay in center-city hotels are corporate individuals and business travelers; resort hotels are generally found in destinations that are desirable vacation spots What are some of the various ways hotels can be owned and operated? - ✔✔independently owned and operated, independently owned but leased to an operator, owned by a single entity or group that has hired a hotel management company to operate the property, owned and operated by a chain, owned by an independent investor or group and operated by a chain How can hotels be categorized by price? - ✔✔limited-service- economy and budget, mid-pricefull-service and limited service, first-class/luxury Seniors housing can consist of what types of units/facilities? - ✔✔independent-living units, congregate communities, assisted-living facilities, and continuing-care retirement communities What is a feasibility study and what does it cover? - ✔✔is a study that can help investors decide whether the hotel project they are considering is economically viable; market area characteristics, site and area evaluation, competition analysis, demand analysis, proposed facilities and services, financial estimates In terms of new hotel projects, what are hard costs? soft costs? - ✔✔hard costs- the land, building, and furniture, fixtures, and equipment costs that are basic to hotel and restaurant development; soft costs- include architectural fees, pre-opening expenses, and financing costs What is the difference between a hotel revenue center and cost center? - ✔✔revenue centersgenerate income for the hotel through the sale of services or products to guests; cost centers- do not generate revenue directly but they support the proper functioning of revenue centers Which division provides the largest source of revenue for most hotels? - ✔✔rooms division What are some of the duties of a front desk agent? - ✔✔greeting guests, registering guests, establishing a method of payment, assigning guest rooms, assigning keys, informing guests How is a typical housekeeping department organized? - ✔✔page 206 Why do some food and beverage divisions lose money? - ✔✔long hours, low check averages, too many facilities, high turnover, costly entertainment, insufficient marketing How do the new human resources divisions differ from the old personnel divisions? - ✔✔today's human resources division does much more; modern human resources managers are concerned with the whole equation of people and productivity What are the elements of a good hotel security program? - ✔✔security officers, equipment, master keys, safety procedures, identification procedures What are two of the most important types of controls for hotel managers and how are they used? - ✔✔financial controls and quality controls What is the basic difference between clubs and hotels? - ✔✔a club's "guest" is a dues-paying member with a finical and emotional attachment to the club What are the similarities and differences among the various types of city clubs? - ✔✔athletic, dining, professional, social, university What are the similarities and differences between city clubs and country clubs? - ✔✔pay membership dues What are two basic ways private clubs can be owned? - ✔✔can be owned by some of its members as an equity club; can be owned by a company that sells membership in the club as a corporate club What are some criteria an equity club must meet to maintain its nonprofit status? - ✔✔must be formed solely for pleasure and recreation, must not discriminate How is an equity club organized? How is a corporate or developer club organized? - ✔✔equity: members- board of directors- club manager- staff corporate- owner and board of directors- club manager- staff- members What are typical sources of club revenue? - ✔✔membership dues, initiation fees, assessments, sports activities fees, food and beverage sales, other sources of revenue (such as rooms revenue) What are some common types of club memberships? - ✔✔resident, suburban, nonresident What are typical sources of club expenses? - ✔✔payroll and related costs, food and beverage operations and operating supplies What types of meeting do associations typically hold? - ✔✔annual meetings to elect officers, set budgets, and plan activities; learn about the issues that may affect their future Why is it important for large associations to select meeting sites years in advance? - ✔✔to be sure that hotel rooms and airline seats are available What types of meeting do corporations typically hold? - ✔✔management meetings, training seminars, sales meetings, new product instructions, professional and technical meetings, incentive trips How is planning an association meeting different from planning a corporate meeting? - ✔✔corporate meetings require much less lead time than association meetings since for the most part they are smaller. corporate meetings are mandatory so they don't have to promote the meeting What are the various types of trade shows? - ✔✔industrial shows, wholesale and retail trade shows, professional or scientific exhibitions, public or consumer shows What roles do civic and government organizations play in the meetings industry? - ✔✔these entities field salespeople to call on meeting planners, they also run advertisements suggesting their locations for a meeting, they help groups find sites Where are association and corporate meetings typically held? - ✔✔anywhere... conference centers What are some factors a meeting planner must consider when choosing a facility? - ✔✔guest rooms, computer connections, meeting rooms, amenities, soundproof, distance from meeting rooms and guest rooms What are some of the tasks meeting planners should be able to perform? - ✔✔establishing meeting objectives, negotiating with facilities, budgeting, etc. (page 283) What are some of the travel and tourism careers associated with the meetings industry? - ✔✔event planner, careers in convention and visitors bureau, careers in tourism departments, careers as exhibitors or exhibit designers