What is empathy? Why is it important in dealing with customer complaints?
Empathy is the ability to put yourself in someone else's shoes and know how that person feels. To better understand their mood and help dissolve the situation.
100
Define a lifestyle trend. Give me an example.
A lifestyle trend is a change in the way people live their lives. Examples include: low-fat, low-calorie meals when dining out, people want to be able to exercise when traveling, impulse buying
100
What are examples of Institutional food-service?
Schools, healthcare, businesses, military and prisons
200
What is the difference between pleasure and business travel?
Pleasure travel is done for rest and relaxation and business travel is done as part of your job. The employer decided where employees go and the employer pays for all expenses.
200
Define an amenity and give me an example within a hotel.
An amenity is an extra item or service that adds to a traveler's comfort or convenience. Examples include free wifi, shampoo, coffeemaker, swimming pool, gym and ironing board.
200
What is a service encounter?
An interaction between a staff member (employee) and guest.
200
How do hotels accommodate people with special needs (disabilities)?
Hotel features include ramps, automatic doors and special bathroom facilities Another example is signs in braille.
200
What are characteristics of a fine dine restaurant?
Characteristics include: dark colors, lavish service, tablecloths and candles, Professional chefs on staff, smaller in size (less than 100 seats), high quality ingredients, high prices
300
Define Hospitality.
Meeting the needs of guests with kindness and goodwill.
300
What is a motel? What was the first roadside motel that had extra amenities to meet the needs of traveling families?
A motel combines basic hotel services with convenience for the automobile traveler. Holiday Inn Hotels created by Kemmons Wilson.
300
Name 3 characteristics of a customer focused employee.
They make immediate eye contact, they have good posture, they smile warmly, they respond quickly to requests, they use the customer name whenever possible, they are clean and well-groomed
300
Give one example of a F &B trend and a lodging trend.
F&B: Convenience/take-out foods, healthy choices, global cuisines
Lodging: Internet use, more women business travelers, more of an emphasis of high quality of service
300
Define ambiance. What can it also be called?
Ambiance is the feeling or mood associated with a particular place. Ambiance is also called atmosphere.
400
What is a Franchise? Give me an example. What is the term for the person who buys the right to use the brand called?
A franchise is the right to do business using the brand and products of another business. Example: McDonalds, Wendy's, Subway, Jack in the Box, any fast food restaurant. The Franchisee.
400
What is the difference between peak seasons and off-peak seasons? When is Houstons' off peak season for Hotels?
Peak seasons are those seasons with the highest demands. Off-peak seasons are those seasons with the lowest demand. Houston off peak season is late November, December (Holidays) and the Summer.
400
What is the difference between the front and back of the house? What areas are included in the Back of the house?
Front of the house is the area that guests usually see. Back of the house is the area that guests do not see. In a hotel it includes the laundry, boiler room, receiving and storage areas, kitchen and offices.
400
What are the 4 challenges that affect the hospitality industry?
1) Delivering consistent service
2) Diversity of the workforce
3) Accommodating special needs
4) Impact of seasons
400
Give 3 examples with foodservice within a consumer business.
What is Gas station, Walmart, Zoos, Museums, Airplane or train, cruise-ships.
500
List the 4 segments of the hospitality industry and give an example of each.
Food and Beverage: Olive garden
Lodging: Hilton or Marriott hotels
Recreation: six Flags over Texas, Disneyland, movie theaters
Travel and Tourism: Yellowcab, greyhound bus, Southwest airlines
500
What is a trend and why is it important for managers to do research on customer trends?
A trend in the hospitality business refers to the direction in which customer preferences are moving. It is important for Hotel managers to know current trends to attract more business travelers and pleasure travelers to their hotels. Therefore receiving more profit.
500
How do hotels satisfy the physical, esteem and acceptance aspects of Maslows hiearchy of human needs?
Hotels provide a comfortable overnight place to sleep. Hospitality businesses can meet customers' acceptance and esteem needs through the way they treat their customers with respect and dignity. Remembering a customers' name.
500
Name 3 countries that played an important role in the early days of the hospitality industry and what they contributed.
Egypt- Began the tourism trade with pyramid building. Started the first cruises.
Greece- Language and Money
Roman Empire: Building of roadways
500
What does the restaurant concept include? Think about the group activity we did in class.
Theme. target market, location, decor, ambiance and service style.