Big Picture Hospitality
This word describes the industry focused on making guests feel welcome and cared for.
What is hospitality?
This department is responsible for check-in, check-out, and guest accounts.
What is the front office?
This type of event often brings in large F&B revenue through pre-planned menus for many guests.
What is a banquet?
This type of restaurant offers quick service, limited menus, and lower prices.
What is quick-service (fast food)?
This document lists all menu items and their prices.
What is the menu?
This is the main “product” of hospitality businesses, even more than rooms or food.
What is service?
A hotel located near an airport is usually classified by this factor.
What is location?
This service delivers food and beverages directly to guest rooms.
What is room service or in room dining?
This term describes the overall idea and identity of a restaurant, including menu and atmosphere.
What is the concept?
This cost category includes wages, benefits, and payroll taxes.
What are labor costs?
This term describes the moment when a guest forms an impression of the service.
What is the moment of truth?
This metric compares the number of rooms sold to the number of rooms available.
What is occupancy percentage?
Beer, wine, and spirits fall under this general category.
What are alcoholic beverages?
These restaurants are owned by a company with multiple locations and standardized operations.
What are chain restaurants?
This process involves planning how many staff members are needed for each shift.
What is scheduling?
Hospitality and this related industry are closely linked, as one brings people and the other serves them.
What is tourism?
This department’s work directly affects whether rooms are clean and ready for guests.
What is housekeeping?
This concept means serving alcohol in a way that protects guests and the business.
What is responsible beverage service?
This factor—often summarized as “location, location, location”—can make or break a restaurant.
What is location?
This type of training focuses on how employees interact with guests and deliver service.
What is service training (or customer service training)?
Name two characteristics that make hospitality different from many other industries.
What are things like perishability, intangibility, inseparability, or 24/7 operations?
Name one way the rooms division and F&B must communicate to avoid guest problems.
What is coordinating VIPs, room service, special requests, group arrivals, etc.?
Name one reason beverage sales are so important to profitability.
What is high profit margin, lower food cost, smaller storage, etc.?
Name two different restaurant segments (not examples, but types).
What are fine dining, casual dining, quick-service, fast casual, theme, etc.?
Name one way a manager can control food cost without hurting the guest experience.
What is portion control, menu engineering, reducing waste, better purchasing, etc.?