Hospitality 101 Final Exam Review
Hospitality 101 Final Exam Review HTM 101
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This 9 page Study Guide was uploaded by Olivia Orlando on Saturday December 12, 2015. The Study Guide belongs to HTM 101 at Grand Valley State University taught by in Fall 2015. Since its upload, it has received 88 views. For similar materials see Intro to hospitality and tourism managment in Hospitality at Grand Valley State University.
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Date Created: 12/12/15
Hospitality 101 Final Exam Study Guide Hospitality 101 Chapter 1 Hospitality Spirit 0 Common dynamics of the hospitality and tourism field include delivery of services and guest impressions of them 0 Hospitality businesses are open 365 days a year 24 hours a day and are likely to require shift work 0 The difference between the hospitality industry and other businesses is that hospitality industries sell INTANGIBLE and PERISHABLE products 0 Total quality management TQM has helped improve service to guests by empowering employees to give service that exceeds guest expectations 0 The difference between TQM and quality control QC is that QC focuses on ERROR DETECTION whereas TQM focuses on ERROR PREVENTION o The hospitality industry is a service industry this means that we take pride in caring about others a s well as ourselves ensuring that guests receive outstanding service is a goal of hospitality corporations Chapter 2 Tourism 0 Tourism can be defined as the idea of attracting accommodating and pleasing groups or individuals traveling for pleasure or business geography ownership function industry and travel motive 0 Tourism involves international interaction and therefore government regulation 0 The World Tourism Organization is responsible for environmental protection tourism development immigration and cultural and social aspects of tourism 0 Tourism is the world s largest industry and employer it affects other industry sectors such as public transportation foodservice lodging entertainment and recreation o The multiplier effect is the secondary impacts on businesses that affect indirectly by the tourism industry 0 Travel agencies tour operators travel managers wholesalers national offices of tourism and destination management companies serve as intermediaries between a country and its visitors Chapter 3 Why People Travel 0 The two main reasons why people travel are PLEASURE and BUSINESS 0 82 of domestic travel is pleasure travel aka vacation 0 Travelers select destinations for different reasons climate history or culture sports entertainment and shopping facilities Four basic considerations have emerged as factors in uencing travel entertainment purchase opportunities climate for comfort and cost Business travel has been on the decline From a social and cultural perspective tourism can further international understanding and economically improve a poor country it has disadvantages too it could disturb a culture by confronting it with mass tourism 9 destruction of natural sites The concept of sustainable tourism places a broadbased obligation on society especially those involved with tourism policy planning and development and on federal state and local governments to harmonize tourism and tourism development by the quality of its physical and sociocultural environment and resources Ecotourism is focused on individual values tourism with a conscience and shares many of the same aspirations of sustainable tourism Chapter 4 Lodging Improved transportation has changed the nature of the hotel industry from small independently owned inns to big hotel and lodging chains operated by using concepts such as franchising and management contracts Hotels can be classified according to location types of services offered and price Vacation ownership offers consumers the opportunity to purchase fully furnished vacation accommodations Timeshares are one of the fastestgrowing sectors of the travel and tourism industry The future of tourisms involves international expansion and foreign investment often in combinations with airlines and with the goal of improving economic conditions in developing countries Chapter 5 Lodging Operations A large hotel is run by a general manager and an executive committee that includes the key associates who head major departments room division director food and beverage director marketing and sales director human resources director chief accountant or controller and chief engineer or facility member Guests like to feel that the GM takes a personal interest in their wellbeing Front office manager FOM main duty is to provide outstanding guest services to exceed guests needs whereas the GSA main role is to greet guests as they arrive at the hotel escort them to the front desk personally assign the room and take the guest and luggage there Three most common front office software packages designed to assist frontoffice employees in performing functions related to the following tasks reservations management rooms management guest account management The concierge is a uniformed employee of the hotel who has her or his own separate desk in the lobby or on special concierge oors can help find tickets to shows restaurant reservations VIP s messages and special requests Four major areas of responsibility for executive housekeeping 1 Leadership of people equipment and supplies 2 Cleanliness and servicing the guest rooms and public areas 3 Operating the department according to financial guidelines prescribed by the general manager 4 Keeping records Chapter 6 Cruising Today cruising is a 30 billiondollar industry Shortcruise 9 younger aged TwoThree week cruise 9 middleaged Roundthe World 9 elderly Theme cruises are for those who wish to enjoy the relaxing and luxurious life abroad a cruise ship while expanding their knowledge The mass market generally consists of people with incomes in the 30K 60K range The middle market includes people with incomes in the 60K 80K The luxury market generally consists of people with incomes higher than 80K Cruise shore excursions may include snorkeling scuba diving swimming with dolphins tubing and rafting tours canoeing hikingclimbing nature walks shopping and ightseeing The chief purser is a part of the hotel operations department on a cruise ship responsible for supervising all other departments on board with the exception of deck and engine The cruise director is in charge of all onboard entertainment and activities The chief steward or director of housekeeping supervises the housekeeping department Chapter 7 Restaurants We spend 50 of our food dollar on restaurant food Independent Restaurants indies and Chain Restaurants are the two main categories of restaurants SubCategories fine dining casual restaurants and quickservice restaurants A fine dining restaurant offers a good selection of menu items generally at least 15 or more different entrees are cooked to order with nearly all the food being made on the premises from scratch using raw or fresh ingredients Steak restaurants do not expect to see the same customers each week but every two or three weeks if ran well Casual dining is relaxed dining including three different classification chain or independent ethnic or theme Ethnic restaurants are independently owned and operated offering something different for the adventurous diner or a taste of home for those of the same ethnic background as the restaurant Mexican is the most popular Quickservice restaurants consist of diverse operating facilities whose slogan is quick food hamburgers pizza chicken pancakes sandwich shops and delivery services The GRA s Seven Environmental Categories water ef ciency waste reduction and recycling sustainable furnishing and building material sustainable food energy disposables and chemical and pollution reduction BacktoBasics Cooking infusing modern technology and science into classical cooking methods to create healthy and avorful dishes Chapter 8 Restaurant Operations Most restaurants forecast a budget on a weekly and monthly bass that projects sales and costs for a year in consideration of guest counts and the average guest check To operate a restaurant products need to be purchased received and properly stored Food production is determined by the expected business for the next few days The kitchen layout is designed according to the sales forecasted Good service is very important In addition to taking orders servers act as salespersons for the restaurant The front of the house deals with the part of the restaurant that has direct contact with guest in other words what the guests see grounds maintenance hostshostesses dining and bar areas bartenders bussers ect The back of the house is generally run by the kitchen manager nad refers to all areas that guests normally do not come in contact with purchasing receiving storingissuing food production stewarding budgeting accounting and control Chapter 9 Managed Services Commercial Foodservices 1 Needs to meet the needs of the guest and client 2 Offer diverse food choices 3 House in host organizations that don t have to do with foodservice at all 4 Produced in large quantities 5 Easier to cater Reasons for foodservice operations financial quality of program recruitment of management and staff expertise in management and of service operations resources available One problem that may arise as a result of the downsizing and contracting out of military foodservice is the improbability that McDonald s could set up on the front line in a combat situation In schools some prepare their food onsite however many large school districts operate a central commissary that prepares the meals and then distributes them among the schools in that district Schools may decide to participate in the National School Lunch Program NSLP or operate on their own however most schools have little choice in that manner Liaison Personnel a liaison is responsible for translating corporate philosophy to the contractor and for overseeing the contractor to make certain that he or she abides by the terms of the contract Business and industry managed services operations either operate with a fullservice cafeteria or limitedservice cafeteria The type of service is determined by money space and time available Chapter 10 Beverages Wines are first classified by color red white or rose then by light beverage wines still wines sparkling wines fortified wines and aromatic wines White red or rose table wines are still no carbonation light beverage wines chardonnay and cabemet sauvignon Fine vintage wines are best drunk at their peak which may be a few years or several years later The betterknown varietal white wines in the US are chardonnay sauvignon blanc riesling and chenin blanc varietal red wines and cabernet sauvignon pinot noir merlot syrah and Zinfandel Secret of a good cocktail 1 The balance of ingredients 2 The quality of ingredients As a general rule cocktails should be made from a maximum of three ingredients 3 The skill of the bartender The bartender s experience knowledge and inspiration are key factors in a perfect cocktail Proof is equal to twice the percentage of alcohol in the beverage therefore a spirit that is 80 proof is 40 percent alcohol Gin rum vodka and tequila are the most common of the spirits that are called white spirits Chapter 11 Clubs There are 14000 private clubs in America Creates economic impact worth billions of dollars Country clubs are clubs with one or more golf courses some have swimming pools and tennis courts a clubhouse locker rooms lounges bars and restaurants and most have banquet facilities The Club Managers Association of America CMAA is the professional organization to which many of the club managers of the 6000 private country clubs belong goal is to advance the profession of club management by fulfilling the educational and related needs of the club managers Five Critical Aspects of a Golf Course 1 Greens the area of surrounding the hold that the golf ball is knocked into 2 Bunkers or Traps sandboxlike areas on the course 3 Teeing Surfaces where the players teeoff 4 Fairways long stretch of grass between the teeoff area and the hole that players are supposed to hit the ball into 5 Rough The area on each side of the fairway lending to the green Chapter 12 Theme Parks and Attractions Theme parks and attractions vary according to theme which might be historical cultural geographical and so on Many of the country s most wellknown parks are located in Florida Walt Disney World SeaWorld Watermania Wet 11 Wild Universal Studios The Seven Lands of the Magic Kingdom Main Street USA Turn of the century charm Adventureland Pirates of the Caribbean Jungle Cruise Swiss Family Treehouse Frontierland Splash Mountain Big Thunder Mountain Railroad Country Bear Jamboree Shooting Gallery Tom Sawyer Island Liberty Square Steamboating on the Rivers of America Haunter Mansion Diamond Horseshoe Saloon Hall of Presidents Fantasyland Cinderella Castle Legend of the Lion King Peter Pan s Flight Snow White s Adventure Mr Toad s Wild Ride Dumbo the Flying Elephant ect Mickey s Toontown Fair Mickey s House Grandma Duck s Farm Mickey s Treehouse playground New Tomorrowland SciFi city of the future Alien Encounter Circle Vision 360 Woodstock Gay Pride the Olympic Games and local farmers fair are all considered event tourism systematic planning development and marketing of festivals and special events as tourist attractions development catalysts and image builders for attractions and destination areas It is helpful for designers in the industry to have some knowledge of computer programs such as computer aided drafting CAD Adobe Illustrator or Photoshop Safety inspectors must be certified through the National Association of Amusement Ride Safety Officials Chapter 13 Gaming Entertainment Gaming entertainment refers to one subset of the gaming industry that is the casino industry includes 445 casinos in 11 states landbased and riverboat casinos card rooms charitable games lottery operated games and greyhoundhorse races Three objectives of the IGRA are 1 Provide a statutory basis for the operation of gaming by Native American tribes as a means of promoting tribal economic development selfsufficiency and strong tribal governments 2 Provide a statutory basis for the regulation of gamin by a Native American tribe adequate to shield it from organized crime and other corrupting in uences 3 Establish an independent regulatory authority the National Indian Gaming Commission NIGC for governing gaming activity on Native American lands Chapter 14 Conventions Meetings and Expositions The major players in the convention industry are convention and visitors bureaus CVBs meeting planners and their clients convention centers specialized services and exhibitions The sales manager will invite the meeting convention or exposition organizer to make a familiarization FAM trip to do a site inspection The bureau assesses the needs of the client and organizes transportation hotel accommodations restaurants and attractions accordingly A destination management company DMC is a service organization within the visitor industry that offers a host of programs and services to meet clients needs Sales managers associated with DMCs obtain leads from hotels tradeshows Types of Meetings Annual Board Committee Meetings Seminars and Workshops Professional and Technical Meetings Social Military Educational Religious and Fraternal Groups SMERF and Incentive Meetings Meeting Planning Steps Analysis Establish a Budget Request for Proposal RFQ and Site Inspection and Selection Negotiation with the Convention Center or Hotel Contracts Organizing and PreConference Meetings Conference Event Order Post Event Meeting Chapter 15 Special Events Special events include countless functions such as corporate seminars and workshops conventions and trade shows charity balls and fundraisers fairs and festivals and social functions such as weddings and holiday parties Characteristics of Special Events are always planned always arouse expectations are usually motivated by a reason for celebration Research is the first stage of event planning Questions to ask Why Who Where What Meeting Planners International MP1 is a Dallasbased association With nearly 19000 members Certified meeting professional CMP Certification in meeting management CMM Works Cited Walker John R Exploring the Hospitality Industry Upper Saddle River NJ Prentice Hall 2011 Print
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