General Knowledge chapter 3&4
The main reason guest use hospitality service ?
is to experience customers crave over just performing a transaction. A better experience can lead to repeat business, an excellent online review, and referrals.
What is an example of secondary research?
A published report
what policies and procedures an operation uses to handle cash and credit card payments ?
Cash control
foodborne illness is ...
1. Foodborne illness is a disease transmitted to people through food.
2. Foodborne Illness Outbreak is when two or more people get sick from eating the same food
What are Key performance indicators (KPIs)?
Numbers, or percentages, that show how a business is performing.
communication skills are critical
What would be a nonverbal communication...?
1.eye contact
2. facial expression
3. humor / touch gestures
Smile, make eye contact, choose the right words, use good grammar, and enunciate clearly is an example of what?
A proper greeting
what is the largest foodservice operation?
FOOD
To prevent contamination food handlers should always maintain good personal hygiene
Handwashing, Gloves, and Work attire
Keeping a clean environment like regular cleaning the area and any utensils or items used.
What are the two basic accounting statements in the hospitality industry?
The income statement and the balance sheet.
Empowerment is ...?
ability for a front employee to make decision on behalf of the guest
A time when guest service expectations are met or not met is called a
Moment of truth
Antonio’s Restaurant generated $500,000 in food revenue during the month of April. The restaurant’s food cost for that same month was $200,000. What was Antonio’s food cost percentage for the month of April?
40 %
cross-contamination is ...
anything being transferred from one surface to another.
Which is a KPI in the restaurant segment?
Prime cost percentage.
An example of an internal customer is ...
dishwasher , waitstaff , line cook
When a customer is angry with you how can you de escalate the situation?
I understand how __ that must be."
Frustrating, difficult, disappointing etc. The best customer service is empathetic and seeks to solve customer complaints quickly and with compassion.
Fixed cost is....
Costs which remain constant regardless of business activity.
HACCP is ...
major hazards at specific points along the flow of food through the operation.
the goal of the HACCP is to reduce consumer illness through food contamination.
Assets are things the company owns that have a commercial value, mention 3 examples of assets.
Building, land, food, or plates.
in which stage does guest experience cycle are expecting establish
pre - arrive
what are the 7 reasons for a failed service
1. Bad Service 2. Bad Product 3. Bad Location/Curb Appeal 4. Bad Cost Management 5. Unoriginal Idea 6. Bad Advertising 7. Bad Luck"
The example of light bill or a utility payment will fit into what part of the restaurant cost?
is overhead or operating cost
The food code is not a law but specific safety regulation for the foodservice and restaurant industry
TRUE OR FALSE ?
TRUE
What is an STR report?
is a hospitality standard report that compares your hotel performance against that of a set of competitive hotels in your area. It includes occupancy percentage, average daily rate, and RevPar.