Exam 1 Flashcards
Hospitality
cordial and generous reception of guests or wide range of businesses that are dedicated to the service of guests away from home
tourism
dynamic, evolving, consumer-driven force and is the world’s largest industry, or collection of industries, when all its interrelated components are placed under one umbrella
sustainability
the ability to achieve continuing economic prosperity while protecting the natural resources of the planet
intangible
the guest cannot “test drive” a night’s stay or “taste the steak” before dining
inseparability
uniqueness of each hospitality service
perishability
limited lifetime of hospitality products; i.e. last nights empty hotel room cannot be sold today
variability
capable of varying or changing
ROI
determines how well mgmt uses business assets to produce profit
economic impact of tourism
travel and tourism is the world’s largest employer and is the world’s largest industry grouping
multiplier effect
when tourists bring new money into the community they are visiting, the money is recycled back into the business
convention and visitor bureaus CVBs
main function is to attract and retain visitors to the city
ecotourism
responsible travel to natural areas that conserves the environment and sustains the well-being of the local people
UNESCO
UN’s education, scientific, and cultural organization; designated a number of world heritage sites worthy of protection and preservation due to their natural and cultural heritage
cultural tourism
motivated by interest in cultural events such as feasts or festivals or activities such as theater, history, arts and sciences, museums, architecture, and religion.
heritage tourism
motivated by historic preservation
nature tourism
motivated by nature
culinary tourism
motivated by food
volunteer tourism
provides travelers with an alternative to standard commercial vacation options
recreaction
activity done for enjoyment when not working
leisure
free time from work; productive, creative
club management
responsible for operations, asset/investment, and relationship building
franchising
allows a company to expand more rapidly by using other people’s money rather than acquiring its own financing
management contracts
written agreement between owner and operator of the hotel where owner employs the operator as an agent to assume full responsibility for operating and managing the property
direct economic impact of hotels
economic impact expressed in dollars that a hotel has on its property
indirect economic impact of hotels
comes from the ripple effect
corporate hotel
owned by a corporation
franchise hotel
owned by an idv or co. that has been granted a franchise to operate the hotel using the brand name
independent hotel
independent of a group or chain ownership
hotel classification system
classified by rating, affiliation, location, size, amenities
general manager
focuses on leading and operating the hotel departments
executive committee
directors of human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting
rooms division departments
departments that deal with rooms
confirmed reservations
reservations made with sufficient time for a confirmation slip to be returned to the client by mail or e-mail
guaranteed reservations
the person making the reservation wishes to ensure that the reservation will be held
night auditor
team that balances the hotels accounts at the end of the day
room occupancy percentage
rooms occupied/rooms available
average daily rate
rooms revenue/rooms sold
RevPar
rooms revenue/total rooms available
STAR report
smith travel accommodations report; used to analyze how well a property is being managed
director of F&B
manage and control food, beverage, and labor cost
executive chef
head of kitchen
sous chef
second in command in kitchen; supervises food prod
brigade
other chefs under the sous chef
pilferage
act of theft
guaranteed number policy
of guest hotel will prepare food for
spirits
liquor
wine label headings
name of vineyard, grape varietal, growing area, vintage, producer
beer ingredients
water, malt, yeast, hops
brewing process
use yeast to ferment malt, then mash malt, malt goes through hopper, mix water and grains, filter through wort, add hops, boil for several hours, filter out hop, wort cooler, age
beer styles
craft brewing, microbrewing, brewpubs
inventory controls
to keep track of all resources required to produce a product
mother sauce
sauce from which others can be developed; bechamel, velouté, espagnole, tomato, and hollandaise
fusion
blending two dif cuisines
types of menus
a la carte, du jour, tourist, california, cyclical
franchises
franchisor grants the franchisee the rights
chain restaurants
group of restaurants operated under a brand
indies
nonfranchised, privately owned
fine dining
upscale dining
casual dining
moderately priced relaxed environment
family restaurants
targets families as main customers
ethnic restaurants
particular cuisine from an area of the world
theme restaurants
specific theme
quick service
fast food
front of house
anyone with guest contact, from the hostess to the busser
back of house
everyone who kitchen
average guest check
total sales/number of guests
restaurant forecasting
calculate sales projections, predicting staffing levels and labor cost percentages
POS
records and posts charges
suggestive selling
upselling guests
cooking line
cooks work on a line
NSLP
national school lunch program; healthy low cost meals for students
nutrition education programs
to ensure school foods follow nutrition standards
daily rate
expenses divided by days/ students
student unions
offers a variety of managed services that cater to the needs of a diverse student body
contractors
operate foodservice for the client on a contractual basis
self-operators
companies that operate their own foodservice operations
liaison personnel
oversees the contractor to make certain that he or she abides by the terms of the contractor
stadium POS
vendor in stands, concession stands, restaurant, premium seating areas,
