Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Hospitality > Hospitality > Flashcards

Hospitality Flashcards

1
Q

What is the meaning of the french word ¨hospice¨?

A

Provide care and shelter for travelers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What are the 7 deadly sins of service?

A

1.Apathy 2.Brush off 3.Coldness 4.Condescension 5.Robotics 6. Rule book 7.Run around

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What 4 hotels are considered the grand dame destination resorts built in the 1800s?

A

Green Brier 1778/1858
Hotel DE Coronado 1888
Broadmoor 1892
The Breakers 1895

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are the parts of the Disney service model?

A

It begins with a smile, make eye contact, body language, respect and welcome all guests, value the magic, initiate guest contact, creative service solutions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What is Disney´s mission statement?

A

We create happiness

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Isadore Sharp

A

Founder of 4 seasons regent hotels worlds largest luxury hotel chain

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Ruth Fertel

A

Founder of Ruth´s Chris steak house and the most successful women restaurateur in the USA

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

J.Willard Marriott

A

Pioneered in-flight catering, food service management, and in 1957 opened the first of many Marriott lodgings. A&W RB stand

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Ellsworth Milton Statler

A

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.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

To enhance the lives of people we serve, we must make them feel three things. What are those?

A

1.Important
2.Welcome
3.Comfortable

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is the symbol for welcome, friendship and hospitality?

A

Pineapple

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

In 1282, innkeepers in Florence, Italy created the first _________

A

Guild

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Ordinary

A

Down South/ Elsewhere

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Tavern

A

New York, New England

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Inns

A

PA

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Perishable

A

Shelf life, doesn’t last long, you can never go back, gone

17
Q

Consumable

A

Digest

18
Q

Intangible

A

Can´t hold, experience, emotion, relationship, when you go to a restaurant/hotel

19
Q

J.W. Marriott

A

A&W Root Beer 1927 Washington D.C. Hot Shoppe

20
Q

Howard Dearing Johnson

A

People pay him to use his designs.

21
Q

Isadore Sharp

A

4 seasons regent hotels

22
Q

Ellsworth Milton Statler

A

Cleveland Statler Hotel

23
Q

___________ is the highest level of national recognition for quality in the US.

A

Malcolm Balridge award

24
Q

Customer Contact

A

Welcome, Interact

25
Q

Moment of truth

A

opportunity to provide good service

26
Q

Current corporate philosophies have changed from end of managerial planning and decision making to________

A

Empowerment

27
Q

In what industry segment did J.W. Marriott first get his start?

A

Restaurant business

28
Q

What are the major characteristics of the hospitality industry?

A

Perishable, Intangible

29
Q

Where does the hospitality industry rate in terms of size of industry and growth?

A

3 %

30
Q

QC
TQM

A

Quality Control
Total Quality Management
Error Prevention

31
Q

Who was Cesar Ritz and what were his major contributions to the hospitality industry?

A

Opened the Savoy Hotel in 1889
Luxury Hotel

32
Q

Who was Auguste Escoffier and what were his major contributions to the hospitality industry?

A

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

33
Q

1920s

A

Drive in Restaurants

34
Q

1930s

A

Depression

35
Q

1940s

A

WWII shortages, rationing

36
Q

1950s-1960s

A

convenience food

37
Q

1970s

A

Fast food

38
Q

1980s

A

Healthy eating, and unique fun places

39
Q

1990s

A

Home meal replacement

Hospitality (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions