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DNY 1-7 chapter review
Terms in this set (37)
List four services that the hospitality industry provides?
The services are: food and beverage, lodging, recreation, and travel/tourism.
What does the hospitality industry contribute to an economy?
The hospitality contributed jobs, therefore, had a major impact on the economy through wages and taxes.
Why is the hospitality industry considered to be diverse and complex?
The industry is considered to be so diverse because of the clientele and employees coming from different areas and backgrounds. The industry is considered complex because the hospitality industry is complex because many of the parts of the industry work together and are hard to separate from each other.
Describe and give an example of each of the four segments of the hospitality industry.
Food and Beverage: Consist of businesses that prepare food for customers-Ex: McDonald's
Lodging: Consist of businesses that provide overnight accommodations-Ex: Hilton Hotels
Recreation: Businesses provide activities for rest, relaxation, and enjoyment-Ex: Six flags
Travel/Tourism: businesses that physically move people from one place to another AND promote travel and vacation-Ex: Greyhound bus & Tours
List and give an example of each of the four types of recreation business.
Entertainment: Movies/Live theater/ concerts
Attractions: Natural scenery/museums/zoos
Spectator sports: Watching football/ basketball games
Participatory sports: Going to ski or snowboard
Describe the two parts of the travel and tourism industry.
Pleasure travel: travel that is done for rest and relaxation
Business travel: travel that people do as part of their jobs
What is the role of travel in the hospitality industry?
Travel is the basis of the hospitality industry. Travel encourages hospitality.
What is customer service in a hospitality business?
Its the total customer experience with that business.
Explain the difference between front-of-the-House and Back-of-the-House employees.
Front-of-the-house employees main function is to interact with customers, whereas, back-of-the-house employees work rarely involves interacting with customers.
List then give an example of each of the three types of communication skills that hospitality workers use.
Verbal Communication: Ex-Speaking over the phone
Written Communication: Ex- Emails/or taking orders
Nonverbal Communication: Ex- Facial expressions
Explain why customers are important to a hospitality business
The customers are important because they are the main reason for the hospitality industry. If there were no customers, there would be no business, therefore there would be no profit.
How can the hospitality industry meet the physical and psychological needs of a customer?
They can meet the physical needs by providing food, shelter, and clothing for the customer.
However, to meet the psychological needs of a customer, the business needs to make the customer accepted, encouraged self-esteem, and self-actualization.
How can bad word-of-mouth publicity harm a hospitality business?
It can harm the business because it is theorized that one unhappy customer will complain to nine other people, and those people will tell another nine people; word can get out and permanently give a bad look.
List the five major contributions to the hospitality industry by the United States.
1. Grand Hotels
3. Restaurant chains
4. fast-food businesses
List the four major challenges to the hospitality industry
1. Delivering consistent service
2. Diversity of the workplace
3. accommodating special needs
4. impact of season
List the four factors that affect the hospitality industry that managers cannot control
1. Weather(People will not travel to Chicago during the winter season)
2. Political Conditions (Europe was a travel zone, but during WWII, no one traveled there for pleasure)
3. Economic Conditions (The economy is doing poorly, and customers will not travel and spend money)
4. Globalization (The connection between economies; Thailand's economy crashed and led to recession in other countries)
Why do hospitality industries do research about trends?
They do research because it helps the industry decide which services to offer based on preferences in trends.
List the four types of general trends, then show how each one might affect the hospitality industry.
Demographic trends: Shows what group to target(age groups or ethnic groups)
Social trends: Shows what services to offer ( games and casinos)
Lifestyle trend: offer services base on customer's lifestyle (diets)
Technology Trends: How to offer business online (Applebees. com)
What is the difference between commercial foodservice and institutional foodservice?
The difference between the two is that commercial foodservice compete for customers but institutional consist of food services that provide food to an institution.
Explain how a full-service restaurant is different from a quick-service restaurant
Quick service provides customers with convenience, speed, and basic services at low prices.
Full-service restaurant is where customers are seated at a table, give orders, and are served their food.
How does the menu function as the basic game plan for a restaurant?
Its the basic game plan because its used to meet the needs and wants of the customers.
List and describe each of the four types of menus
Fixed menus- the same foods are offered everyday
cycle menus- foods change daily for a set period of time; at the end of the time, the menu repeats
Market menus- changes with the availability of products
hybrid menu- is a combination of two types of menus
List six factors to consider in menu planning
5. Production methods
Describe the difference between a single event banquet and a meeting banquet.
Single Event is where the event is the banquet; can be business or social
Meeting banquet is where the banquet is part of a larger event( requires a block of sleeping/meeting rooms and multiple banquets) usually part of a business convention
Explain the importance of a banquet event order
Its a written record of all the decisions that have been made about what the client wants during the banquet; like a receipt
Explain the difference amongst the four popular banquet styles
Standing buffet: designed for people to socialize, food stations are scattered around the room with finger foods
Passed items Function: standing buffet where servers walk around with the food
Seated Buffet: Tables are set and guests choose or are assigned a place at a table but guest serve themselves from a buffet
Seated Banquet: tables are set and and servers serve all parts of the meal
Which banquet style is usually the least expensive and why?
Seated Banquet is usually the less expensive because you know the exact number of guests and guests are served the exact number of food.
Give three examples of how hospitality businesses can meet the special needs of people with disabilities
Ramps, specialized bathrooms, and Braille for the blind.
What is the purpose of the Americans of the disability Act
To make sure that people with disabilities are treated fairly.
What is the difference between chain, independent, and franchise?
An independent business is not part of any other business(not connected legally or by contract).
A chain has more than one location under the same name and the same owner ship.
A franchise is part of a chain and is the right of using the brand and products of another business.
Why is it important for all segments of the hospitality industry to work together?
It is important because one wrong doing in one part of business could affect the overall impression of the business.
What is the purpose of institutional foodservice?
To give food to those who doesn't have the time to grab commercial food.
What is the restaurant concept?
The whole idea of the restaurant
Describe and give an example of the four types of full-service restaurant
Define a quick-service restaurants and give an example of each of the four types
2. Fast food
List the 6 functions of the front-of-the-house
1. Seating guest
2. Selling food
3. Transmitting orders
4. Serving Customers
5. Bussing tables
6. Obtaining payments
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