HFT Exam 1
Hospitality - answer Fastest growing industry worldwide
fast paced, exciting, every day is different
Product is INTANGIBLE (cant hold it)
Service Experience - answer When a guest meets and interacts with an employee
"moment of truth"
cannot be taken back or done over again
Service industry - answer include hospitality enterprises
Example: employee/guest interactions- like a hotel front desk or in a restaurant
different from manufacturing industries
taking good care of the guest is the single most critical element for success
Business in the hospitality industry (are generally service organizations that offer: -
answerfood
beverage
lodging
entertainment
The economy - answer3 different parts
Agriculture
manufacturing
service
service has created a shift from agriculture and manufacturing that requires people to
acquire different skills
skills for service are more intellectual and interpersonal
service industries dominate (prodcut mostly service/ "product quality" is in the mind of
the guest
Hospitality industry segments - answerLarge:
Lodging
,Food service
Smaller:
recreation
entertainment
travel
lodging types - answerresorts
inns
economy motel
bed and breakfast
mega hotel
exclusive converted castle
(all have sleeping rooms)
Lodging Vs Food - answerthe profitability % of a sold guest room is usually higher than
% from selling a meal
Goal sell rooms
marketing challenge: getting people to buy rooms in your hotel
once there the guest will determine what he/she believes - the guest, not management
determines perceived quality and value
Guest rooms - answerperishable, every night they arent sold the revenues is lost
forever
management challenge: knowing how to sell that room based on customers' expectation
and their perception of value
foodservice - answergrowing at a dramatic rate
growth results from lifestyle changes among society
ex.
more families are eating out
change in demographic profiles of families
to meet economic needs -more adults working more hours
inadequate time to prep meals
reason to eat out - answergetting together with friends
special occasions
impressing someone special
creating romantic mood
, ambiance or servicescape - answermade of:
decor
sound lighting
lighting
furniture
symphony of dining sounds
(the diner's conversation and laughter)
(the clanking of dishes and sliverware
Restaurants - answerdifferent in: menu options, atmosphere, pricing, time needed for
meal
types: fine dining, casual, fast food (quick service), fast casual
private clubs-goal is to satisfy the small group of members
special events & catering
non-commercial = schools, prisons, employees, patients, military
branding - answerputting well known names (mcdonalds) into places like schools,
hospitals, and companies
brings:
name recognition
appeal
standards pf operation for that brand
Fast Food/ Quick service - answerlargest segment of food service industry
convenience:
eat in car, work. or home
quick
easy
brands keep adding to their menus, but most people still order hamburgers, fried
chicken and pizza
moment of truth - answeroccur throughout the business operations
if positive they become happy memories for guests
word of mouth then brings more business to the hotel
Chart Hosp industry - answerhospitality, entertainment, transportation
Hospitality - answer Fastest growing industry worldwide
fast paced, exciting, every day is different
Product is INTANGIBLE (cant hold it)
Service Experience - answer When a guest meets and interacts with an employee
"moment of truth"
cannot be taken back or done over again
Service industry - answer include hospitality enterprises
Example: employee/guest interactions- like a hotel front desk or in a restaurant
different from manufacturing industries
taking good care of the guest is the single most critical element for success
Business in the hospitality industry (are generally service organizations that offer: -
answerfood
beverage
lodging
entertainment
The economy - answer3 different parts
Agriculture
manufacturing
service
service has created a shift from agriculture and manufacturing that requires people to
acquire different skills
skills for service are more intellectual and interpersonal
service industries dominate (prodcut mostly service/ "product quality" is in the mind of
the guest
Hospitality industry segments - answerLarge:
Lodging
,Food service
Smaller:
recreation
entertainment
travel
lodging types - answerresorts
inns
economy motel
bed and breakfast
mega hotel
exclusive converted castle
(all have sleeping rooms)
Lodging Vs Food - answerthe profitability % of a sold guest room is usually higher than
% from selling a meal
Goal sell rooms
marketing challenge: getting people to buy rooms in your hotel
once there the guest will determine what he/she believes - the guest, not management
determines perceived quality and value
Guest rooms - answerperishable, every night they arent sold the revenues is lost
forever
management challenge: knowing how to sell that room based on customers' expectation
and their perception of value
foodservice - answergrowing at a dramatic rate
growth results from lifestyle changes among society
ex.
more families are eating out
change in demographic profiles of families
to meet economic needs -more adults working more hours
inadequate time to prep meals
reason to eat out - answergetting together with friends
special occasions
impressing someone special
creating romantic mood
, ambiance or servicescape - answermade of:
decor
sound lighting
lighting
furniture
symphony of dining sounds
(the diner's conversation and laughter)
(the clanking of dishes and sliverware
Restaurants - answerdifferent in: menu options, atmosphere, pricing, time needed for
meal
types: fine dining, casual, fast food (quick service), fast casual
private clubs-goal is to satisfy the small group of members
special events & catering
non-commercial = schools, prisons, employees, patients, military
branding - answerputting well known names (mcdonalds) into places like schools,
hospitals, and companies
brings:
name recognition
appeal
standards pf operation for that brand
Fast Food/ Quick service - answerlargest segment of food service industry
convenience:
eat in car, work. or home
quick
easy
brands keep adding to their menus, but most people still order hamburgers, fried
chicken and pizza
moment of truth - answeroccur throughout the business operations
if positive they become happy memories for guests
word of mouth then brings more business to the hotel
Chart Hosp industry - answerhospitality, entertainment, transportation
