Food & Bev
What was the first fast food chain to open?
What is White Castle?
This department is responsible for cleaning and preparing guest rooms
What is Housekeeping?
This is the first thing guests do when they enter a hotel room
What is the name of the student run cafe in Mateer building?
What is Cafe Laura?
This role focuses on improving guest satisfaction and handling service recovery
What is guest relations manager?
This term refers to the profit made from a menu item after food cost is removed
What is a contribution margin?
This metric measures the average rate paid per occupied room
What is ADR?
This is something guests take from hotel rooms that they probably shouldn’t
What is towels / pillows / robes?
This organization hosts networking events and industry trips for SHM students
What is PSHRS?
This position focuses on creating luxury, personalized experiences for high-end guests
What is a concierge?
This menu engineering category describes items that are high profit but low popularity
(Hint; star, horse, dog, and....)
What are puzzles?
This staff member assists guests with luggage and transportation
Who is a bellhop/bell attendant?
This is the most dramatic phrase a guest uses when mildly inconvenienced
What is “this is unacceptable” / “I’ve never experienced this before”?
This is the college within Penn State that SHM belongs to
What is the College of Health and Human Development?
This role is responsible for ensuring brand standards are met across multiple properties
What is a brand manager?
This type of establishment focuses on speed, consistency, and affordability
What is quick service restaurant (QSR)?
This occurs when a hotel sells more rooms than it actually has available
What is overbooking?
This is the “classic” line guests use when trying to get something for free
What is “I come here all the time” / “I know the manager”?
What is third?
This position works behind the scenes sourcing food and supplies for operations
What is a purchasing manager? (Or GM)
This term describes a document used to ensure consistency in food production
What is a standardized recipe?
This system integrates reservations, billing, and guest data in a hotel
What is a PMS (Property Management System)?
This is something guests will 100% blame on staff, even when it’s not their fault
What is weather / traffic / long lines?
What is 1937?
This career involves inspecting hotels to maintain quality and consistency
What is a quality assurance inspector?