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Hospitality Operations 1A > Chapter 1 > Flashcards

Chapter 1 Flashcards

1
Q

Hospitality Meaning?

A

Comes from the word hospice, an old French word meaning to provide care/shelter for travelers.

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2
Q

What was Hospitality developed from?

A

From ancient customs of breaking bread with passing’s of strangers.

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3
Q

Most famous Hospice?

A

Hospice de Beaune in Burgundy region of France.

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4
Q

Other name for Hospice de Beaune?

A

House of God or Hotel Diev.

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5
Q

Hospitality spirit meaning?

A

Creating memorable experiences for others. It is our passion to give pleasure to others.

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6
Q

What does NRA stand for?

A

The National Restaurant Association

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7
Q

What is the Pineapple tradition?

A

Pineapple symbolizes welcome, friendship and hospitality. It is favored fruit to serve royals in the seventeenth century. Pineapple is internationally recognized as a symbol of hospitality and a sign of friendliness, warmth and cheer.

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8
Q

What is the largest growing industry grouping in the world?

A

The hospitality and tourism industry.

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9
Q

Direct contact with guests?

A

Front of house.

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10
Q

Behind the scene

A

Heart of the house.

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11
Q

Travel

A 
Air
Cruise ships
Rail
Coach
Automobile
Ecotourism
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12
Q

Lodging

A

Hotels
Motels
Resorts

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13
Q

Assembly and Events Management

A

Meetings
Conventions
Expositions

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14
Q

Restaurants and Managed Services

A

Restaurants

Managed Services

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15
Q

Recreation

A

Attraction
Gaming
Parks
Recreation

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16
Q

What is a moment of truth?

A

An industry expression used to describe a guest and a associate meeting, as when a guest walks into a hotel or restaurant.

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17
Q

Reasons people travel?`

A

Vacation
Work
Attend a conference
visit a college campus

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18
Q

Front of house employees.

A 
Food servers
Bartenders
Greeters
Managers
Bus Attendants
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19
Q

Back of house

A

Chefs
Dishwashers
Food purchaser
Stewards

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20
Q

What are food services provided for?

A 
Airlines
Military facilities
Schools
Colleges
Universities
Health Care Operations
Businesses and Industry
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21
Q

Morning Shift

A

Starts 7 Am

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22
Q

Midday Shift

A

10 Am -7 pm

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23
Q

Evening Shift

A

3 Pm- 11 Pm

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24
Q

Night Shift

A

11 Pm-7:30 Am

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25
Q

Supervisors

A

8 Am-8 Pm

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26
Q

What does Hotels strive for?

A

Guest satisfaction

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27
Q

TQM Meaning

A

Total Quality Management

28
Q

What is Sustainable development?

A

It is a holistic concept based on a simple principle.

29
Q

What is Sustainability?

A

It is the ability to achieve ongoing economic prosperity while protecting the natural resources of the planet and maintaining an ideal quality of life for its people and future generations.

30
Q

Industry gets in your blood.

A

We become one with the Hospitality Industry.

31
Q

What is Marriott’s core purpose?

A

To make people away from home feel that they are among friends and are really wanted.

32
Q

Career Path in the Industry

A

1) High School
2) Hourly Paid, Entry level/ College Associated Degree Courses and Part-Time Employment
3) Supervisor/ University Degree
4) Management Training Program/ departmental work experience.
5) Supervisor
6) Department Manager
7) Graduate School
8) Division Manager/ Director.
9) General Manager/ Director
10) Senior Executive

33
Q

Where does Hospitality Spirit start?

A

It begins with each and every time we have a guest encounter.

34
Q

Service Spirit

A

People that are happy to do something extra to make a guests experience memorable.

35
Q

Words of Ritz Carlton?

A

We are Ladies and Gentlemen taking care of Ladies and Gnetlemen.

36
Q

Restaurants under the tourism umbrella.

A

The restaurant is a vital part of the umbrella. People go to restaurants to fulfill diverse needs and wants. Eating is a biological needs that restaurants accommodate, but the people who work in them fulfill numerous other human desires, such as the need to socialize and to be entertained.

37
Q

Hospitality Industry

A

The Industry depend on shift work.

38
Q

Characteristics of the Hospitality Industry?

A

Hospitality industry has many characteristics such as intangible, perishable, inseparable, simultaneous, variable, shift work, graveyard shift and guest satisfaction.

39
Q

Intangible service characteristic

A

Intangible service characteristic in hospitality industry mean cannot see and touched but can felt. In addition, sales or service owned by the person, but it cannot be opened, from the service provider’s to service consumer. Example, a service only can be sold and owned by the person, but it cannot be opened, from the service provider’s service consumers. Sole proprietorship, provide services, can be entrusted to the service provider, you must generate and provide services in the different requirements of the authorized service consumers.

40
Q

Perishable service characteristic

A

Perishable service characteristic in hospitality industry mean won’t last long and won’t experience the same experience. When this service has been fully rendered to the requesting service consumer irreversibly disappear, because it has been consumed by service consumers. For example, service resource allocation processes and systems to provide services within a certain period. When the service has really given to users of the service request, this particular service irreversibly vanishes as it was used by the service users.

41
Q

Inseparable service

A

Inseparable service means production, and from the customer’s experience. The indivisibility requirements, consumer service is to interact with its manufacturer to accept its benefits. Because someone must timely produce and the services provided by service providers is essential to provide services require service consumers. Performed automatically in many cases, but the service provider to provide the service must be prepared to allocate resources and systems, and active conditions and the ability to maintain appropriate services. Example, the service consumer must be sitting in the shops and hair stylist chair, or aircraft and seating, to the hairdresser or the pilot must in the same store or aircraft, respectively, to provide services.

42
Q

Simultaneous service

A

Simultaneous service means the service is some kind of horse, and at the same time consumption. As long as the service requirements of service consumers, especially the service must start from scratch generated without any delay and friction and services, consumers’ instant consumption rendered interests, for the implementation of his upcoming events or tasks. Example, waiter in the restaurant, or the cashier at the bank, is an integral part of the services provided. The client also participates in a certain degree of service, and the service may affect the results. People can be part of the service itself; this could be a service marketing advantage

43
Q

Variable service

A

Variable service is a service which means disposable generating, rendering, and consumption can never be accurately repeated time points, locations, and the case, under the conditions of the current configuration information and allocation of resources is different from the coming up delivery, even is the same kind of service to the same service consumer’s request. Example, Taxi service from his home to the opera, the consumers of transport services is different taxi service, transportation service consumers from opera to his home – another point in time, the other direction, might be another route, may be another taxi drivers cab.

44
Q

Shift work in hospitality industry

A

Shift work in hospitality industry means an employment practice, use of, or the provision of services across, all 24 hours of the clock each day of the week. Shift work is the way hours of work are organized for an organization to operate outside regular hours. Different types of shifts include shifts that rotate or change, shifts that are split apart by several hours, permanent shifts (day or night) and also changing shift lengths (8, 10 or 12 hours). There is few effect of shift work, for example, shift work can course such as digestive problems, including ulcers, stomach and intestinal problems reduce appetite, diabetes, epilepsy, asthma and depression. People need to sleep. Shift work can affect how much sleep and sleep, the kind you get. Sleep during the day and sleep at night is not deep or refresh. Shift workers time to sleep when the body’s natural activities gear. When you do not sleep, you might always feel tired.

Especially the night shift, night shift or third shift (3 shifts) means to change their work throughout the early morning, morning, and transfer to midnight to 08:00 or 23:00 to 07:00. Example, employee will make day shift and night shift in hotel when the time is alternative.

45
Q

Guest satisfaction in hospitality industry

A

Guest satisfaction in hospitality industry means that the guest was satisfy with the service of the employee. Guest satisfaction depends on hotel service because guests have rising expectation for hotel, but their overall satisfaction with service. Guest can be satisfied hotel rates &hotel service. Example, guest feel satisfy with the service and what they expect to hotel.

46
Q

ROI

A

Return on Investments. Is the net present value of a project’s cash flows divided by the cost of investment or capital employed. This is then compared to the company’s desired rate of return and if higher, approved.

47
Q

Hospitality industry Philosophy.

A

It has change from which managers plan, organize, implement, and measure to that in which managers counsel associates, giving them resources and helping them to think for themselves.

48
Q

What is the outcome for the change in the Hospitality industry Philosophy?

A

More participative management style, which results in associate empowerment, increased productivity, and guests and employee satisfaction.

49
Q

What does Corporate philosophy have a strong link with?

A

Corporate Philosophy has a strong link to quality leadership and the total quality management (TQM) process.

50
Q

What does Corporate Philosophy embrace?

A

It embraces the values of the organization, including ethics, morals, fairness and equality.

51
Q

How to become a successful Organization?

A

Be able to impart corporate philosophies to employees and guests alike. The Disney Corporation is a good example of a corporation that has a permeating corporation philosophy.

52
Q

Example of sustainablility

A

Willard InterContinental’s Sustainability Development initiatives is showing substantial results. The programs chief goals are based on profits, people and the planet.

53
Q

What needs to be done for success in service? 5 points

A

1) Focus on the guest
2) Understand the role of the guest-contact employee.
3) Weave a service culture into education and training systems.
4) Emphasize high touch as well as high tech.
5) Thrive on change-constantly improve the guests experience.

54
Q

What is serving?

A

To serve is to provide goods and services for ,and, be of assistance to.

55
Q

What is service commitment?

A

Service commitment is a total organizational approach that makes the equality of service, as perceived by the customer, the number one driving force for the operation of the business.

56
Q

More examples of “Moments of Truth”. 15

A

1) Guest call the restaurant for a table reservation.
2) Guest tried to find the restaurant.
3) Guest parks.
4) Guest is welcomed
5) Guest is informed that the table is not ready.
6) Guest either waits or go to the lounge for a cocktail.
7) Guest tries to attract the bartenders attention for a cocktail.
8) Guests is called over a loudspeaker or paged
9) Guest is seated at the table
10) Server takes order
11) Server brings beverages or food.
12) Server clears food or beverages.
13) Server brings check.
14) Guests pay for meal.
15) Guest depart restaurant.

57
Q

What is TQM?

A

A Managerial approach that integrates all of the functions and related processes of a business such that they are all aimed at maximum guest satisfaction through ongoing improvement.

58
Q

What does Empowered Employees tend to do?

A

1) Speak out about their problems and concerns.
2) Take responsibility for their actions.
3) Consider themselves a network of professionals.
4) Accept the authority to make their own decisions when serving guests.

59
Q

When does TQM work best?

A

When mangers are also good leaders.

60
Q

What is the difference between TQM and QC ( quality control)?

A

QC focusses on errors where as TQM focusses on error prevention.

61
Q

How can Managers empower employees?

A

1) Take Risks
2) Delegate
3) Foster a learning environment
4) Share information and encourage self-expression
5) Involve employees in defining their own vision.
6) Be thorough and patient with employees.

62
Q

Key elements of Disney corporation guest service

A

1) The Disney mission statement is simple “We create happiness”
2) Hiring, development and retaining the right people.
3) Understanding their product and the meaning of the brand
4) Communicating the traditions and standards of service to all the cast members.
5) Training leaders to be service coaches
6) Measuring guest satisfaction
7) Recognizing and rewarding performance

63
Q

Disney service model

A

1) It begins with a smile
2) Make eye contact and use body language
3) Respect and welcome all guests
4) Value the magic
5) Initiate guest contact
6) Creative Service Solutions

64
Q

Disney 5 Step of Leadership

A

1) Provide clear expectations and standards
2) Communicate these expectations through demonstrations, information and examples.
3) Hold cast members accountable for their feedback.
4) Coach through honest and direct feedback.
5) Recognize reward and celebrate success.

65
Q

Trends in Hospitality and Tourism

A

1) Globalization - is occurring faster than ever and international knowledge and experience is in high demand
2) Health, Safety and Security- Visitors, employees and residents safety remain important topics worldwide. Perceived or real threats to a visitor of guest safety can immediately have an impact on the destinations reputation.
3) Diversity and Changing Demographics- Making the workplace more diverse in ethnicity and racially.
4) Service- Training is important in delivering the services that guests have come to expect. Service is at the top of guests expectations.
5) Technology- Technology is a driving force of change that presents opportunities for greater efficiencies and integration for improved guest service.
6) Sustainability and Green Travel- Sustainability is the new standard in hospitality, and more companies are environmentally conscious. Eco-friendly practices are becoming the norm, rather than expectation
7) Legal Issues- The Hospitality Industry as a whole, and various sectors within the industry in particular, continue to face challenges arising from change in the local, regional, national and international marketplace.
8) Travel with a Purpose- People are looking for travel that offers added value rather than just a classic lazy sun and sea vacation.
9) Social Media and Mobile- Social media advertising is really popular. Lots of people has and uses social media, they chare photos and check into places, their friends see and get interest and wants to go visit those places.

Hospitality Operations 1A (2 decks)

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