Hospitality Management-Exam 1 with Complete Solutions

revenue per available room - ANSWER-the measure of how hospitality is peforming in the industry restaurant share of the food dollar - ANSWER-48% Characterization of hotels - ANSWER-full service, limited service, suite hotels, resort, conventional Service - ANSWER-a derivative product and occurs simultaneously with production. it is intangible Service considerations - ANSWER-word of mouth, technology The communication Loop - ANSWER-measures service expectations, emphasize info quality, capture customer's perceptions, communicate to reach every employee, links service performance to business results Types of service - ANSWER-electronical/mechanical (internet/email), indirect personal transaction (phone), face to face transactions Product View - ANSWER-emphasize service as a task, controls employee bahavior Process View - ANSWER-emphasize interaction with guest Companies organizing service - ANSWER-implementing service strategy, segmenting the market, establishing a service culture importance of our employees - ANSWER-recruit, select, train, evaluate, employee rewards Demographics - ANSWER-age, income, education, race, gender Psychographics - ANSWER-personality, values, attitudes, interests, lifestyle Hospitality industry adjusting - ANSWER-creating niche markets for younger customers (fast casual dining, up-tempo lodging) baby boomers - ANSWER-the oldest segment of the U.S., account for 28% of the population