RHM 175 TEST 1 STUDY GUIDE
pineapple - Answers - represents hospitality
purpose of the industry - Answers - take care of people when they are away from
home
#1 thing hospitality sells - Answers - service
when the value increases - Answers - the expectations increase
when people have a bad experience they tend to tell - Answers - 10 people
when people have a good experience they tend to tell - Answers - 4 people
hospitality began in - Answers - greek/roman times
code of Hammurabi - Answers - -first written words of Inns and Taverns
-wealthy inns for a king
-dangerous inns for the poor (no in between)
what did people travel for in ancient times - Answers - -olympic games
-healing waters
-religious reasons
13th century this was the main reason for traveling - Answers - exploration
during the renaissance period this was the main reason for traveling - Answers -
culture and art
The Grand Tour - Answers - send children off to tour Europe to gain a sense of
education
Innkeeper reputation - Answers - -dirty poor place
-innkeepers couldnt go into the military, adopt children, etc.
-thieves and shady people stayed there
-no more than 5 people to one bed
Samuel Cole - Answers - opened the first American Tavern in Boston
M. Boulanger - Answers - -Father of the modern restaurant
-soup vendor
-had a sign "restoratives"
-sold different soups/soups of the day
-order off a menu
, Grande Taverene de Loundres - Answers - First Luxury Restaurant
the first restaurants opened up where in the U.S. - Answers - New York City (1820s)
first hotel - Answers - -City Hotel (NYC)
-1794
first luxury hotel - Answers - -Tremont Hotel (Boston)
-1829
first commercial hotel - Answers - -Buffalo Statler (Buffalo NY)
-1908
first chain hotel - Answers - Buffalo Statler (Chicago Statler)
what was the industry like during the Great Depression - Answers - -many restaurants
closed/went out of business
-school lunch programs grew (because of war/nutrition)
-speakeasies began to serve alcohol and snacks putting others out of business and
then forming into restaurants after 1921
WWII what was the industry like - Answers - -booking time for industry
-millions joined the armed forces
-staff shortages/price control/slept in lobbies
What were motels and why were they appealing - Answers - -easy for families
traveling as as unit
-no tipping
-eliminated formal dress/no parade lobbys
-convenient and no parking problems
service encounter - Answers - period of time in which a customer directly interacts with
a service
service is ____________ - Answers - intangible
how do people measure quality service - Answers - -by comparing the service you
received by what you were expecting to receive
-judge on tangibles (food, towels, atmosphere)
-reliability (know what to expect everytime)
-value increases--expectations increases
-responsiveness (timely matter)
-empathy (know how the customer feels)
ways to achieve customer satisfaction - Answers - -recognize the guest (college
student, old couple)
pineapple - Answers - represents hospitality
purpose of the industry - Answers - take care of people when they are away from
home
#1 thing hospitality sells - Answers - service
when the value increases - Answers - the expectations increase
when people have a bad experience they tend to tell - Answers - 10 people
when people have a good experience they tend to tell - Answers - 4 people
hospitality began in - Answers - greek/roman times
code of Hammurabi - Answers - -first written words of Inns and Taverns
-wealthy inns for a king
-dangerous inns for the poor (no in between)
what did people travel for in ancient times - Answers - -olympic games
-healing waters
-religious reasons
13th century this was the main reason for traveling - Answers - exploration
during the renaissance period this was the main reason for traveling - Answers -
culture and art
The Grand Tour - Answers - send children off to tour Europe to gain a sense of
education
Innkeeper reputation - Answers - -dirty poor place
-innkeepers couldnt go into the military, adopt children, etc.
-thieves and shady people stayed there
-no more than 5 people to one bed
Samuel Cole - Answers - opened the first American Tavern in Boston
M. Boulanger - Answers - -Father of the modern restaurant
-soup vendor
-had a sign "restoratives"
-sold different soups/soups of the day
-order off a menu
, Grande Taverene de Loundres - Answers - First Luxury Restaurant
the first restaurants opened up where in the U.S. - Answers - New York City (1820s)
first hotel - Answers - -City Hotel (NYC)
-1794
first luxury hotel - Answers - -Tremont Hotel (Boston)
-1829
first commercial hotel - Answers - -Buffalo Statler (Buffalo NY)
-1908
first chain hotel - Answers - Buffalo Statler (Chicago Statler)
what was the industry like during the Great Depression - Answers - -many restaurants
closed/went out of business
-school lunch programs grew (because of war/nutrition)
-speakeasies began to serve alcohol and snacks putting others out of business and
then forming into restaurants after 1921
WWII what was the industry like - Answers - -booking time for industry
-millions joined the armed forces
-staff shortages/price control/slept in lobbies
What were motels and why were they appealing - Answers - -easy for families
traveling as as unit
-no tipping
-eliminated formal dress/no parade lobbys
-convenient and no parking problems
service encounter - Answers - period of time in which a customer directly interacts with
a service
service is ____________ - Answers - intangible
how do people measure quality service - Answers - -by comparing the service you
received by what you were expecting to receive
-judge on tangibles (food, towels, atmosphere)
-reliability (know what to expect everytime)
-value increases--expectations increases
-responsiveness (timely matter)
-empathy (know how the customer feels)
ways to achieve customer satisfaction - Answers - -recognize the guest (college
student, old couple)
