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188 Cards in this Set
- Front
- Back
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What is service generally defined as? |
it is generally deifned as work done for others. |
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The first impression of what kind of service the restaurant offer occurs when? |
the guest calls for a reservation. |
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why does price play an important part in how service is evaluated? |
becasue it influences guest expectations. |
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what is it important to remember in all cases of service? |
the person who recieves the service (guest) not the person who delivers the service, whose expectation count. |
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what is the precise definition of service? |
a performance at satisfying the needs of a guest or customer. |
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What does Disney remind its employee or cast members when it comes to service? |
They are to act as the guest wants them to and not the way they want to act. |
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what does superior service mean? |
Exceeding guests expectations. |
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is it true or false that traitionally, the managing and marketing of service including the hospitality business have been discribed and studied the same way as the business of manufaturing products. |
yes it true they have been discribed and studied the same way. |
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do they believe this any longer that they discribed and studied in the same way? |
No they do not believe this any longer. |
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Does hotel and restaruants have different management and marketing challenges when dealing with intangibel services such as comforts, security, and positive expereince than businesses that create tangible products such as automobile and boxes of cereals. |
yes they have different business challenges. |
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what is intangible products: |
is primary product of hospitality- oriented organization. Intangible products such as comfort enjoyment, pleasant expereinces relate to guests emotional well-being and expectations. present different management and market challenges than do tangible products such as auto mobile and boxes of cereal. |
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what are some of the products that intangible services provide? |
. Comfort . positive experiences . security |
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what are some of the challenges service business face when manging and marketing their product: |
- The nature of the product is different -Customers are more involved in the production - People are part of the product - its harder to maintain the quality control standards - Services provided cant be inventoried - Time factor is more important - Distribution channels are different. |
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what are manufactured goods intangible or tangible? why |
they are tangible. because we can pick them, carry them around or in some way phsically handle them. |
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what are some of the factors that guest take when choosing a hotel? |
- convenience of location - amenities (spa bussines centers) - Kind of servie to expect. |
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what are guest also purchasing when making reservations at a hotel? |
They are also purchasing the performance of people who work in the hotel such as, room service, concierge service, and valet service of which are all intangible services. |
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what must the hotel manage and persuade potential guests to do? |
they must manage the production of these services as well as of the physical products and they must persade potential guest by these service which the hotel cannot discrbe or show them a picture of the product. |
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Customers role in production do customers have involvement in the production of manufacturing goods? |
no, customers do not have any kind of involvement in manufacturing goods. For example soups are packaged a the factory and soups are purchase by customers at the supermarket. This bascially means people who produce the goods dont see the people who puchase the goods. |
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In the service based business do customer have involvement when producing the service? |
yes they do, a restaurant is a factory where service is produced for guests or customer to come inside and see the employees who put togehter the service and may even participate with them in producing it. |
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Becasue it is part of the service based business does the interaction between the employees and guest have to be managed? |
yes, the interaction between the employees and guest hve to bemanaged becase it is a service based business. |
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PEOPLE ARE PART OF THE PRODUCT In a service business like a hotel or restaurant apart from employees with who else do guests or custtomers come in contact and what are they a part of? |
guest come in contact with other guests and them become part of the production. which is defined as performance. |
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Maintaining Quality Product: what happens when a product is produced before it goes out the door? |
the product is inspected for quality before it goes out the door, and if proper qaulity control procedure and inspection are in place the defective product will not be delivered. |
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No Inventories:
what is the difference when it comes to inventory when it comes to manufacturing products and service based business? |
Manufacturers can inventory their products in warehouse until they are needed.
Service cannot be inventoried because they are live performances which cannot be stored for future use. this means at times they cannot be produce on time.
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The Importance of Time: what does time play an important role in? |
Time plays an emportant role in producing services rather than producing goods. |
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Different Distribution Channels: Is it true or false that manufacturers move their products from the factory by trucks, trains, airplanes to wholesalers, distributors, and retailers who later resell them to consumers. |
yes this is true for manaufacturing good to be with trucks, trains, and airplanes. |
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Is it true or false for service companies? |
it is false for service companies. |
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what is the most operational competency of the top-level service managers? |
the ability to plan for the future. |
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what is the job of tops manager? |
to develop a stragery for survival that any business needs to succeed. |
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where must the key to superior service begin? |
at the very top of the organizational ladder. |
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what is strategic planning known as? |
Broad long-range business planning |
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why should companies formulate general business objectives: |
because there will be confusion about where they are going and how to get there. |
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what are the general business objectives commonly know as: |
Company's mission or values and are then expressed as a mission statement. |
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what is the mission statement or core values of Darden Restaurants? |
Integrity and fairness respect and caring diversity always learning being of service team work excellence core value |
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what is the Strategic planning: |
a series of steps a company must take to make that mission a guiding force. |
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what are the steps of the strategic planing process: |
-Perform a swot -Formulate stratergies - Implement stratergies - monitor and evaluate stratergies. |
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Perform A SWOT Analysis what does SWOT stand for? |
-Strenghts - weaknesses -Opportunities - Threats |
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To do a SWOT analysis what does a comoany do? |
a company examines its external and internal enviroment in which its operating. |
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what are the questions asked when doing a SWOT analysis? |
- What are the strenght and weakness of its operation? - what opportunities exist for growth? - what threats exist from competitiors and changing trends? |
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what is the ultimate goal SWOT analysis? |
to determine how well the compnay is current. |
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what is formulate new stratergies? |
includes adding more units, appealing new market segments such as: - diet concious people -diveloping new products. |
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Implementing Stratergies: What are some of the fundamental issues that must be adresed when implementing stratergies? |
-Leadership -Orginzational structur - corporate culture |
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Monitoring And Evaluate Results: what must managers do after implementing stratergies? |
they must monitor them to make sure they working correctly. |
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what does YEGA stand for? |
Your Enjoyment Guaranteed Always this was created by Tim Fernstahl the founder of SGE a management company in Seattle. |
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what is one important difference between service organization and manufacturing firms? |
is the inablity of service firms to inventory finished products. |
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Sice service firms cannot manufacture and store service what does their financial success depend on? |
It depends on how efficiently they match their productive capacity such as - thier staff -equipments resources such as operating enventoris to consumer demand to any given moment. |
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what are hotel and restaruarants and what must they do? |
they are Capacity-constrained businesses and therefor they must constantly mange both supply and demand. |
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what is capacity-constrained businesses? |
Is businesses that produce products or services that cannot be inventoried or stored for future use. success depends on thier ability to efficientlsy match productive capacitiy to consumer demand at any given moment. |
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Managing Supply |
In the case of hotels and restaurants, the ability to supply the products manufactured in the service is fixed. A hotel has a fixed number of beds restuarants have fixed seats. which cannot be altered to increase whenever demand is greater then capacity. |
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a good part fo the time hotels and restaruants must follow a what? |
a level capacity stratergy in which the same amount of capacity is offered no matter how high the demand. |
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what is level-capacity stratergy? |
A management stratetgy in which the same amount of capacity is offerd, no matter how high the consumer demand is. |
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Some hospitality firms can follow ----------- in chich capacity can be varied to suit the demand level - in a limited way. |
Chased Demand stratergy. |
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what is a chased demand stratergy? |
is a management stratergy in which capacity can to a limited extent, be varied to suit the level of demand. |
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Managing Demand: |
Becasue hotels and restaurant capacity is limited, it is important to put of the capacity strategic planning emphasis on demand. |
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what is the one of the goals of managers in a service business? |
To shift demand from periods when it cannot be accomodated (becase the operation is already filled to capacity) to periods when it can be. |
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what is the most common method to influence demand? |
it is price. |
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one tool management used make such decision is --------- a system that guides management in selling the right product to right customer at for the price |
Revenue managers. |
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Some time different services can be offered at the same time to? |
accomodate the demand levels of different groups as with first-class, business class, and economy class airline seats- on all planes or concierge floors in hotels. |
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what stratergy can play a big part in balancing demand levels? |
communication stratergies. |
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what is a strategic service vision? |
its a blue print for service manager that have components as: Targetting a market segment focusing on a service stratergy |
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Targeting a marketing segment? |
Since hotels and restaurants cannot hope to appeal to everyone, they single out groups or market segments and attempt to provide products and services that, in the eyes of these consumers, are superior to those of competing hotels and restaurants. For example, the primary market for McDonald’s has always been families with young children. Wendy’s targets adults who want a hamburger cooked to order—historically, it has made little effort to attract children. At the high end of the hamburger-restaurant scale is Fuddruckers, which serves larger and more expensive hamburgers and beer in an atmosphere designed to appeal to adults.
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Focusing on service stratergy is what? |
The various service concepts that hospitality businesses adopt are not simply amorphous marketing ideas. A hotel or restaurant, including its services, is carefully designed to appeal to a limited segment of the market, and the way service is delivered is tailored to match the expectations of the segment that it targets
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Research has shown that most people believe when by an intagible service like a package or even a meal in a restaurant is more --------- than buying a manufactured product> |
risky
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Service standards:
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Successful hospitality companies focus a good deal of management attention on establishing quality standards for services, communicating these standards to employees through training programs, and measuring performance. For example, one service standard that is frequently established and easy to measure is waiting time. `
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is it true or false that that providing consistent service is complex where customer contact is involved. |
it is true they have to provide consistent service. |
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An effective service stratergy must also provide a means of achieving levels of productivity that will satisfy the economic goals as well as customers expectations. how do managers do this? |
They do this in service companies by job restructuring. |
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what is job resturcturing? |
changing the nature of the work or the it is done. |
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Contorlling Payroll: Along with controlling the quality of service goes ------- and other costs involved in providing that service. |
Controlling Payroll. |
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would it profitable for any hotel or restaurant to schedule more than enough employees to give good service all the time? |
it would not be profitable. |
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Is it true or false that every operation must provide good if not superior service within its own enconomic restraints? |
it is true they should provide good service if not superior service. |
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companies that do the best job at controlling service quality also? |
excel at controlling labor and other costs, since clearly they are closely connected. Payroll control can be achieved by employee training and careful scheduling, a combination that almost always produces higher productivity and better service.
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part of why firn Sthal provided YEGA was to? |
identify systems that were not working and control costs that were out of line. Every time an employee gave a guest a free meal because of bad service, this was reported and considered by Firnstahl to be a “system failure cost.”
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Delivering On The Promise: what is the bottom line of service? |
doing it - delivering on the promise that a company makes to its owners, employees and customers. |
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Keys To Delivering Good Service: what are the keys to delivering good service? |
-Don't forget who you are - Encourage employees to act as managers - Handling moment of truth correctly - Hire good people and keep them happy -Respond in a timely manner. |
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Don't Forget Who You Are.
companies that succeed to create a service stratergy for each market segment and stick to it. what do they make certain of? |
that everyone who works for them understands what they are selling and who they want to sell it to. They don’t confuse or anger consumers by offering something they don’t deliver.
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Encourage Employees To Act As Mangers: |
Managers understand the need for repeat business; employees may not. Service-oriented companies motivate, train, and empower their employees to act like the company they work for is theirown business. That means really caring when anyone has a problem, whetherit’s another employee or a guest. It also means making sure that they can solve problems they run into, which in turn requires that they be given the authority to make the necessary decisions.
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Handling The moment of Truth correctly: Many of the duties performed by front desk agents or food servers are repetitive and sometimes performed in a depersonalized manner. As a result, guests may feel that they are being treated as mere numbers. To combat this guest perception, some companies have identified what they call ? |
Moment of Truth. |
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what is moment of truth: |
critical moments when customers and staff memebers interact, offering opportunities for the staff to make a favourable impression, correct mistakes, and win repeat customers or guests. |
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for hotes the moment of truth occurs when? |
when guests check in or out and come face-to-face with a hotel employee
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what is some ways to handle moment of truth? |
- look up from computer screens to give guests warm welcome -Keep smiling -eye contact |
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Hire good people and keep them happy: |
Service-minded companies regard their employees as being as important as their customers. That means training their employees well, motivating them, and rewarding them. This strategy is inevitably more cost-efficient and more successful than constantly finding and training new employee
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what are Disneys four basics service priorities? |
Safety Courteousy Show efficiency |
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Service (vocab word) |
Meeting customers needs in the way that they want expect them to be met. |
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SWOT: (vocab word) |
An acrnym for strengths, weakness, opportunities,and threats. A SWOT analysis helps companies assess how will they are serving their currunt markets, an important step in the stratigic planning. |
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CHAPTER 2 The Changing world:
The pace of change after which year was unprecedent, and there are no signs of it slowing down here in the twenthiet centur? |
after 1945 |
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more than any other factors, ----------- is responsible for transformin the way we live? |
Technology. |
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what does technology provide us with? |
- the means to travel faster and cheaper - manufacture good more efficiently - communicate with others accross the globe. |
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what help us to exchange information as fast as thoughts are cnocieved? |
- internet - e-mail. -cell phones - teleconferencing -fax machines. |
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how many people are there on the planet today? |
more then 8 billion |
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how much is it estimated to be by 2050? |
9.1 billion. |
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what are some of the trends that are affecting travel? |
In some coutries the leisure time is increasing Many households have two income-earners. people tend to take short vacations rather than long vacations. |
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why has seasonality become less in travel? |
part of this is due to the tendency to take vacations when we can, not when we like to. - More and more attractions tend to be climate contolled. |
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Why is sustainable tourism being embraced by goverment , the travel industry, and travelers? |
becasue of the awareness of the problems casued by pollution and ever-development. |
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what are people all over the world eager to visit? |
the rainforests of the Amazon the glaciers of Alaska the great barrier reef of Australia. |
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what was the first definition used for travel and tourims industry when the United States Senate created the National Tourism policy act of 1981 |
An interrelated amalgamation of those businesses and agencies which totally or in part provide the means of transport, goods, services, and other facilities for travel outside of the home community for any purpose not related to day-to-day activity.
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what is travel and tourism industry defined as? |
A collection of organizations and establishments that derives all or a significant protion of its income from providing goods and services to travelers. |
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what makes up the travel and tourism industry? |
- Accommodation (hotels/resorts, motels, hostels, caravans and camping) - Transportations (airlines, cruise ships, rail, car rental and bus coaches) - Attractions ( man made and Natural) - Food and Beverage (restaurants, fast foods, wine merchants.) |
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Define the size fo travel and tourism industry? |
is to add up the amount spent on goods and services by travelers. |
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how do statisticians and economists measure the size of travel and tourism industry? |
by adding the reciepts of businesses that compose it. |
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the real impact is also mearued by? |
the salaries the hotel pays to its employees, which they in turn spend on housing, clothes, and food for their families; by the taxes the hotel pays to local, state, and federal governments; by the amount of profits generated by local companies who sell goods and services to the hotel; and by the number of jobs the hotel creates that may keep people off the welfare rolls.
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impact of tourism in other countries |
. it is estimated that 20 percent of the sales London shops comes from foriegn travelrs. . surveys suggest that 5o percent of photographs are taken by travelers. |
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what is the multiplier effect? |
The hidden or indirect benefits of travel and tourism to a community measured adding up all the expenditures of travelers in the community and then multiplying that figure by a factor (known as mulitplier) to arrive at the amount of income that stays in the community and is generated by these expenditures. |
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an important an unique feature of the travel and tourism industry is waht? |
is the Interrelationship of the various parts of the whole. |
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what are the elements that must work well in order for a guest to have a pleasant total experience? |
an airplane flight, car rental, hotel, and restaurant meals. |
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why People travel: in the most basic reason why do people travel? |
to gather information. |
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what is taveling? |
it is an important part of our lives. It helps us to understand ourselves and others |
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Is it both a cause and affect of rapid societal change? TRUE FALSE |
It is true that its both a cause and effect. |
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what is the three most important factors that determine the amount peole spend for travel? |
- employment - disposable income -household wealth |
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what are the most various reasons people like to travel? |
- Recreation ( a wish for rest relaxation, sports and entertainment) - culture (a desire to learn about different places and things of interest) - business (a need to conduct business, attend a conference, convention, or meeting) - visiting friends and relatives ( a wish or need to spend time with loved ones) - Health (a need for diagonosis or tratment from a non local medical faility. |
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what is quality group? |
the groups of traveler for whom the quality of their vacation is of parmount importantce. They want , and are willing to pay for, first class accomodations and service. |
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what is phsychographic? |
Research that attempts to classify people's behavior in terms of their lifestyles and values. |
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what is the bottom line of these major trends in lifestyle an buyer behavior? |
behavior is that the old ways of appealing to consumers don’t work anymore. Everyone expects reliability, comfort, convenience, performance, and more.
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Hotels, restaurants and attcation can --------- and ------ life in a community? |
shape and change |
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travelers to any destination bring money, and jobs and also some problems, what are these problems? |
- Increase travel to an are must have public services such as police, firefighter, water treatment plant and solid waste disposable facilities. - increases cost of living for residents - crime may increase -new airports bring in noise and pollution -new hotels and shops change the shape of landscape. - residents may have no or little acces to publice places or beaches. |
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what are the other problems in third world countries? |
- One is the enormous economic gap that exists between the travelers who stay at luxurious hotels and resorts and the employees who witness for the first time new lifestyles and behaviors that can change their own expectations and values.
- Local residents often try to emulate the dress styles and consumption patterns of visitors. - an areas culture and traditional values can be eroded. - |
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what is one answer to solve to solve some problems tourism brings with it? |
Sustainable tourism development |
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The World Tourism states that? |
“sustainability principles refer to the environment, economic, and socio-cultural aspects of tourism development, and a suitable balance must be established between these three dimensions to guarantee its long-term sustainability.”8
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Tourism that has a low impact on a locale’s environment and culture and conserves the ecosystem, while generating income and employment
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is known as sustainble tourism. |
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what are the responsible measure to limit damage to the inviroment? |
.Controlling the number of visitors to parks to
minimize damage to the flora and fauna. .limiting vehicular traffic at cultural sites to reduce air pollution and overcrowding |
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what is sustainable tourism development? |
tourism that has a low impact on a locales enviroment and cutlture and conservies the ecostystem, while generating income and employment. |
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what is an example of responsible tourism? |
Ecotourism. |
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what is ecotourism? |
responsilbe travel to natural areas that conservies the enviroment and improves the well-being of local people. |
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what are examples of sites that attract travelers who are ecollogically and socailly consious? |
- rain forest in Costar Rica - animal preserves in kenya -the Galapagos island. |
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why is visitation on a small scale and therefor low-empact in these places? |
Becasue theses sites are fragile and protected. |
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One logical planning sequence for responsible tourism development consists of five steps and these are?
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- Define the scope of the project: What is going to be built? Can it be done in a manner that is socially, environmentally, and economically sound? - Analyze the market: What need will this project fulfill? Will the existing infrastructure support it? What about seasonality? - Create a master plan: How is the land going to be used? What goes where? Is there a need for new roads, airports, or marine facilities? - Determine who is going to develop it: - establish a time a time table. |
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what is Demographic information? |
Statistical information (such as age and income) about a population, used specifically to identify markets. |
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sun and surf groups: |
The group of travelers seekeing a vacation spot where there is good weather, guaranteed sunshine and a beautiful beach. |
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Price and sight groups: |
the group of travelers interested interested in doing the most things for the least amount of money while on vacation. |
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chapter 3: hospitality Industry: what do some view the hospitality industry as? |
as comprising 4 sectors such as lodging, food, entertainment, and travel. |
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what is hospitality industry mainly known for (vocab word) |
lodging and food businesses that comrpise short-term and transitional lodging and or food businesses. |
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what is some of the reasons why hospitality industry has grown? |
- Higher standards of living - increase longevity as a result of a medical advances. - growth in education - greater opportunities in availablity in a rapidly developing society. |
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how can you get an idea of the hospitality industry's size? |
by examining some of the statiscs of lodging and food service industry. |
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how many hotel rooms the World Tourism Organization estimate in the world? |
19 million hotel rooms in the world |
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how many of those hotels rooms are there in the United States? |
more than 4.5 million in USA |
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What type of lodging operations or hotels are there? |
-All-suite Hotels - Casino Hotels - Conference centers - Full service hotels - Limited service hotels - Resorts - Retirement communities |
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whats in food service operations or jobs? |
- Commercial cafeterias - Education food service - Employee food service - Health care - Lodging food service - quick service restaurants - Recreational food service - Social caterers. |
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What are other operations? |
- Airlines - Campgrounds - city clubs - Country clubs - cruise ships - National parks |
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The u.s Lodging industry employs how many people? |
1.8 million both full time and part time |
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how many jobs does hotel manager and assistant managers account for? |
They account for 200,000 jobs. |
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Food service: According to National Restaruant Association, food services sale are about ------ of the U.S gros product. |
4 percent. |
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For ecery dollar spent on food, ------- are spent on food service operation? |
48 cents. |
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How many people in the U.S work force are employed in the food service industry? |
13 million |
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The Restaurant Industry Operations Report, published annually by the NRA, highlights some interesting facts about the food service business:-
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- The restaurant industry is expected to add 1.8 million jobs over the next decade, with employment reaching 14.8 million by 2019. - Most eating-and-drinking places are small businesses. More than nine out of ten have fewer than fifty employees. - More than seventy billion meals and snacks are eaten in restaurants and school and work cafeterias each year. |
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most of the hospitality students tend to view the food service business in terms of what? |
Full-service and quick service restaruants |
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what are the three big contract food companies? |
- Sodexo - Aramark - Compass group |
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what are the advantages of going into a hospiality industry? |
- More career options - work is varied - many opportunities to be creative - a people's business - Hospitlaity jobs are not nine to five - opportunities for long term career growth - perks associated with many hospitlaity jobs. |
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what are the disadvantages of working in the hospitlaity industry? |
- Long hours - Nontraditional scehdules - Pressure - low beginning salaries. |
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what is one of the attributes that prompts many people to enter the hospitality industry? |
Diversity ( different kinds of jobs in a hotel) |
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where else is hospitlaity managers needed? |
- Clubs - Hospitals - Nursing homes - Universities and schools - cafetaria - Prisons - Corporate dinning room - snack bars - management companies - airlines - cruise ships - and many other organizations. |
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Withing these organization you can go into? |
- Marketing and Sales - Rooms Mangement - House keeping - cooking - engineering - dining room management - menu planning -security - accounting - food - technology - forecatst and planning -computer technology - recreation - entertainment - guest relations |
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SKILLS INVENTORY: What is one of the best ways to select a career ninche you will be happy in? |
Start by listing your own skills |
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what are the areas that most of the skills fall into? |
- Skills dealing with people - Skills dealing with data - skills dealing with things. |
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Peoples whose skills fall into data group are often what? |
often good in subjects like math, science and enjoy working with computers. |
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peoples whose skills fall into dealing with people: |
often enjoy working with peopel taking care of their needs. take and give advice and instruction. |
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people whose skills fall into dealing with things? |
often enjoy fixing and building things like to work with hands |
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LODGING:
Whu do people often chose the lodging industry as a career? |
becasue they love to travel and stay in different places. |
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is it true or false that managers are in great demand,? |
it is true they are in great demand |
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advantage for working in a large chain like hyatt? |
Better training more opportunities for advancement better benefits. |
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advanteds of having a career in independent operations? |
more chances to be creative more control better learning enviroment for enterprenuers. |
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other areas that some students prefer going into are? |
- Catering - Engineering - Food and Beverage - Finance and Accounting - Human Recources -Marketing and Sales - Rooms Management - Mangement Information System |
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what is general manager and what are his and her duties: |
The chief operating officer of a hotel or restaurant. - Responsible for attracting guest and making sure that they are well served during thier visits. - supervises hotel staff and administers policies established by the owner or chain operators. - main responsibility is the financial performance of the business. |
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what are catering managers and what is his or her duties? |
A hotel manager responsible for arranging and planning food and beverage functions for 1. conventions and smaller hotels groups and 2. local banquets booked by the sales of department. - They plan, organize, and manage the hotel’s banquets, which can range from formal dinners to picnic buffets - Good catering managers are also aware of protocol, social customs, and etiquette. Creativity and imagination are useful qualities as wel |
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what are chief engineering and thier responsiblities: |
responsible for a hotel physical operation and maintanance whic includes -heating -ventiliating - air conditioner - refrigerating - plumbing |
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Food and beverage manager: |
Directs the production and service of food and beverages. - They are responsible for training the dining room and kitchen staffs and ensuring quality control. - At small properties the food and beverage manager has sole responsibility for these tasks. Menu pricing and cost control are also the province of the food and beverage manager. |
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what is the contoler and his responsiblities: |
manages the accounting department and all of its functions, including management of credit, payroll guest accounts and cashiering activities. -The controller also prepares budgets and daily, weekly, and monthly reports showing revenues, expenses, and other statistics that managers require. |
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what is human resources and their responsiblities? |
in charge of employee relations within an organizations. - are responsible for recruiting and training the majority of the hotel’s employees. w |
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what is the marketing manager: |
Develops and implements a marketing plan and budget. - The marketing plan lays out how the hotel intends to attract business. - he marketing manager is also in charge of corporate accounts and may work with an advertising and public relations agency. |
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what is sales manager and their responsiblities. |
conducts sales programs and makes sales calls on prospect for groups and individual business. Reports to the marketing manager. |
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Resident managers and their responsiblities? |
in charge of the rooms dividision in a mid sized to large hotels. Sometimes resident manager are also in charge of the security. - Their areas of responsibility include the front office, reservations, and housekeeping, as well as sources of revenue other than the food and beverage department. |
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Management informations systems: |
manges a hotel's computerized management information. May write simple computer programs and instruction manuals for employees. - hey are in charge of the computers used for reservations, room assignments, telephones, guestroom status reports, accounting functions, and labor and productivity reports. |
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FOOD SERVICE is there a wide variety of opportunity and geographical locations to chose from withing the food service industry? |
yes there is a variet to chose from |
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Independent restaurants: |
At the top of the restaurant spectrum are luxury restaurants, which are for the most part owned and operated by independent entrepreneurs.
- Within the trade, these restaurants are sometimes called “white tablecloth” restaurants. |
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are luxary restaurants high profit ventures |
no they are not |
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what is Escoffeir: |
Geprge Aguste a french chef (1847 -1935_ whos is considered the father of modern cooker. His two main contribution where 1. simplification of classical cuisine and the classical menu 2. the reorganization of the kitchen. |
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chain restaurants: |
Chain restaurants recruit the majority of their managers from hospitality schools
-Restaurant chains are the fastest growing part of the restaurant business today. |
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Social Caterers: |
Catering is another business that is most often started by independent entrepreneurs, as it requires very little start-up capital—facilities can be rented as needed, equipment can usually be leased on a short-term basis from restaurant supply houses, and food servers can be hired as needed. In some cases, caterers provide only food; in others, they are responsible for tables, chairs, utensils, tents, servers, and decorations.
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contract food comapnies: |
Contract food companies are generally hired by organizations whose major business purpose is not food service, but they provide it for some reason. The biggest users of contract food services are large manufacturing and industrial concerns in which workers have a short lunch period. Contractors such as ARAMARK and Sodexo operate cafeterias and executive dining rooms for these companies.
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institutional food service: |
The purpose of this program is twofold: (1) to create a market for agricultural products produced by America’s farmers, and (2) to serve a nutritious lunch to schoolchildren at a low cost
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Management position withing food services: |
A restaurant is usually a small business, with average sales of $535,000 annually.
-That means that most of the management opportunities in this field, even with large chains, lie in operations or “hands-on” management, as opposed to corporate staff jobs behind a desk. |
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CLUBS: |
Clubs are another career option open to you. Clubs are very different from other types of hospitality businesses because the “guests”—the club members—are also the owners in many cases.
- Today there are more than 14,000 recreational and social clubs in the United States that lease or own their facilities and have them run by professional managers. -Most clubs are nonprofit organizations owned by, and run for the benefit of, the members. |
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Cruise lines: |
There are opportunities both on shore and at sea within the cruise industry
- Shoreside positions include marketing, accounting, provisioning, itinerary planning, and hotel operations. -At sea, there are the same kinds of jobs any fine resort has. Salaries are competitive. Persons who are attracted by travel may enjoy operations jobs at sea but should be prepared to spend a minimum of nine out of every twelve months away from home |
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career path/ career ladder: |
a series of positions an individual may take on the ways to his or her ultimate career goal. Some companies lay out sample career paths or ladders for their employees. |
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what are the questions to ask when looking for a job or career? |
- 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 it a good place to work? Does it deliver on its promises to employees? -ow good is the training program? Will the company really make an effort to educate me? -What is the starting salary? What about other benefits? Do they add up to a competitive pa How do I feel about the location? Will I be living in a place where I can be happy? What about proximity to friends and relatives?ckage? - |
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resumes: |
What follows is a brief introduction to the art and science of writing a good résumé.
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purpose of your resume: |
The purpose of your résumé, therefore, is to make certain that you will be one of the handful of people who will actually be interviewed. Your résumé will not get you a job—no one is hired on the basis of a résumé alone.
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other purposes of a resume? |
They introduce you to your prospective employer and provide a brief summary of your educational and employment background
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main prupose of a resume: |
is to pre-sell you to the company, to persuade the interviewer before the interview starts that you may be the best person for the job.
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Job interview tips: |
- Research the employer -Dress well and consetcatively -Demonstrate confidence -sell yourself -Take control when possible -Ask questions - communicate properly - ask for the job -write a thank you letter. |
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What are the basics |
I project a positive image I am courteous to everyone including children I appear professional I go above and beyond |
