Hospitality Flashcards
What is the meaning of the french word ¨hospice¨?
Provide care and shelter for travelers
What are the 7 deadly sins of service?
1.Apathy 2.Brush off 3.Coldness 4.Condescension 5.Robotics 6. Rule book 7.Run around
What 4 hotels are considered the grand dame destination resorts built in the 1800s?
Green Brier 1778/1858
Hotel DE Coronado 1888
Broadmoor 1892
The Breakers 1895
What are the parts of the Disney service model?
It begins with a smile, make eye contact, body language, respect and welcome all guests, value the magic, initiate guest contact, creative service solutions
What is Disney´s mission statement?
We create happiness
Isadore Sharp
Founder of 4 seasons regent hotels worlds largest luxury hotel chain
Ruth Fertel
Founder of Ruth´s Chris steak house and the most successful women restaurateur in the USA
J.Willard Marriott
Pioneered in-flight catering, food service management, and in 1957 opened the first of many Marriott lodgings. A&W RB stand
Ellsworth Milton Statler
Built the Cleveland Statler Hotel. His genius was in the details. Common shafts for plumbing. Ice water on tap. Towel hook beside bathroom. Telephone. Full sized closet with own light.
To enhance the lives of people we serve, we must make them feel three things. What are those?
1.Important
2.Welcome
3.Comfortable
What is the symbol for welcome, friendship and hospitality?
Pineapple
In 1282, innkeepers in Florence, Italy created the first _________
Guild
Ordinary
Down South/ Elsewhere
Tavern
New York, New England
Inns
PA
Perishable
Shelf life, doesn’t last long, you can never go back, gone
Consumable
Digest
Intangible
Can´t hold, experience, emotion, relationship, when you go to a restaurant/hotel
J.W. Marriott
A&W Root Beer 1927 Washington D.C. Hot Shoppe
Howard Dearing Johnson
People pay him to use his designs.
Isadore Sharp
4 seasons regent hotels
Ellsworth Milton Statler
Cleveland Statler Hotel
___________ is the highest level of national recognition for quality in the US.
Malcolm Balridge award
Customer Contact
Welcome, Interact
Moment of truth
opportunity to provide good service
Current corporate philosophies have changed from end of managerial planning and decision making to________
Empowerment
In what industry segment did J.W. Marriott first get his start?
Restaurant business
What are the major characteristics of the hospitality industry?
Perishable, Intangible
Where does the hospitality industry rate in terms of size of industry and growth?
3 %
QC
TQM
Quality Control
Total Quality Management
Error Prevention
Who was Cesar Ritz and what were his major contributions to the hospitality industry?
Opened the Savoy Hotel in 1889
Luxury Hotel
Who was Auguste Escoffier and what were his major contributions to the hospitality industry?
Greatest chef of all time. Has a book Le Guide Culinaire. Set the standard for luxury hotel keeping, Partner with Ritz. Created kitchen brigade system London
1920s
Drive in Restaurants
1930s
Depression
1940s
WWII shortages, rationing
1950s-1960s
convenience food
1970s
Fast food
1980s
Healthy eating, and unique fun places
1990s
Home meal replacement
