Chapter 1
True or False:
The hospitality industry consists of four segments: food, lodging, travel and tourism
False- missing recreation
True or False:
To prevent. customers from forming a bad impression of a business, employees should inspect and clean the building entrance once a month
False- please be cleaning more than that
True or False:
The number of people in a subgroup, such as those in an age category, ethnicity, economic class, etc. is known as a social trend
False - demographic
True & False:
Types of Casual dining restaurants typically include single item-ethnic, and family restaurants
False
True or False:
like restaurants, hotels can be independent, chains or franchises
True
What is the purpose of a Career & Student Technical Organization (CTSO)?
develop interpersonal, leadership, and technical skills
Which of the following helps meet he acceptance and esteem of customers?
1. Calling the customer by name
2. Creating a sense of safety
3. Providing quality food
1. calling them by name
What did the Egyptians offer in 2,700 BC as a hospitality offering
Cruises and Souvenirs
List the 4 types of commercial foodservice
-quick service
-full service
-catering
-hotel & club
What type of hotel includes a home cooked meal and opportunity to meet the host family?
bed & breakfast
Name 3 ways that the hospitality industry is diverse
products & services, customers, employees
What are 3 methods of communication commonly used all areas of the hospitality industry? Give an example of each
Verbal- speaking with customers
Written- writing/entering orders, menus, reciepts
Non Verbal- body language
What are the 4 modes of transportation that helped grow the hospitality industry
-stagecoach
-railroad
-automobile
-airplanes
What are the three ways of pricing menu items
-A la carte
-table d'hôte
-combination
What are the personal qualities and skills that are required for front office staff (there are 7) 2 min
1. problem solving
2. friendly
3. energetic
4. detail oriented
5. well groomed
6. interpersonal/ communication skills
7. calm & patient
What is the difference between a chain and a franchise?
Chain- business with 2 or more locations under the same name and ownership
Franchise- the right to set up a business using the brand and products of a chain
List the 5 levels of human needs identified by Maslow
Physical, Safety, Acceptance, Esteem, Self Actualization
Explain why globalization is important to the hospitality industry
What is the difference between commercial and non commercial food service? Give an example for each one
Commercial- compete for customers ex; fast food
noncommercial- don't compete for customers ex; school cafe
Small - ____ to _____
Mid Size- ____ to ____
Large - ____ to ____
medium- 51 to 200
large- 201 to unlimited
If you worked in thee hospital industry why might it be a good idea to join a professional organization? (3)
Scholarships, assistance with job searches, possessional developed, opportunities to develop leadership skills
What are the 7 techniques you could use to solve and deal with customer complaints? (2mins)
1. listen with empathy
2. allow customer to vent
3. be supportive
4. do not blame someone else
5. have a positive attitude
6. offer solutions
7. follow through on solutions
Name the three locations that are credited with starting the hospitality industry & include what they provided
Egypt- Cruises & souvenirs
Greece- language & Money
Roman Empire- road system
Explain the difference between a chef, cook, and expediter
Chef- professional cook
Cook- someone who prepares the food
expediter- transmits and times orders, checks for accuracy
hahaha here's some math
A full service hotel has 2,500 rooms. Currently 1,750 are rented, what is the occupancy rate?
1750/2500 = .7
70%