Questions AnswersCHAPTER 16: Hotel OperationsWhat are the Primary responsibilities of Housekeeping?What are the functions of the Food & Beverage Division?Who is responsible of the hotels Culinary Operation?What is a Food & Beverage Outlet in a hotel?Why is it so important for the Catering & Banquet to work closely together?Which Division is responsible for Public Relations?What are the functions of the Human Resource Department?In a Hotel Operation, who is overseeing Intrinsic & Extrinsic job satisfaction?- Cleanliness of entire hotel property- Guestrooms stocked appropriately with suppliesProvides meals and beverage service to guestsExecutive chef is responsible for all food productionAny dining provider in hotel along with room serviceCatering: events and meals planned/sold within the propertyBanquet: Breaks, MEALS & EVENTS are served/executedSales and Marketing Division Oversees all employment processes, including:- training and development- compensation and benefitsA successful hotel management team will fulfill the needs of the employees (1 of the 3 key constituencies-seeking extrinsic and intrinsic job satisfaction.Which are the 3 Key Constituencies of a hotel business?Which are the 2 Primary Operating Divisions?Which are the Support Departments?This Division is considered the heart of the hotel.....Who is responsible for assessing the guests Needs & Forecasting weekly occupancy?What is the role of Guest Services Operation?Hotel guests- Satisfied guests = source of revenue = hotel profitabilityEmployees- Hotels require a dedicated team of productive, customer-focused employees that consistently meet or exceed guest expectations to be successfulInvestors- Without investors a hotel would not existRooms Division & Food and Bev. Division1. Administrative & General Team2. Sales and Marketing Professionals3. Engineering & Maintenance DepartmentRooms Division Revenue Management (Reservations)Their role is to build positive, mutually rewarding relationships with hotel’s guests - Central information source for hotel guests- Provide registration and assist in maintaining guest accounts- Check guest out Guest service agents include:Doormen, Bellmen, Front Desk Agents, PBXList the responsibilities of House Keeping Department & Guest Services.CHAPTER 17: Food Service SegmentsWhat is the ultimate goal of a commercial food service operation?This new type of establishment is challenging restaurants? How are they challenging restaurants?What is casual dining?Operators, Night Auditors, Concierge StaffHouse Keeping: - Cleanliness of entire hotel property- Guestrooms stocked appropriately with suppliesGuest Service:- Build positive, mutually rewarding relationships with hotel’s guests by engaging in friendly, efficient, and productive interactionsProfitabilityConvenience Store- many now offering made to order food items- Meets the needs and wants of diverse consumers- Creates direct competition for restaurantsCreated to cater to middle class- Who enjoy going out to eatService without high price of fine diningPromote relaxed atmosphereSome revolve around a theme- Seafood (Red Lobster) - Italian food (Olive Garden)• Patron expects a high level experienceWhat is considered an upscale food service operation? What is a hybrid food service operation?What is a non commercial food service operation? Who does it provide a service to?Casual dining caters to which segment of the population? Which are the primary categories of commercial food service operations?Which food service category delivers food quickly and at a value?This type of management style is used in non- • Patron expects high degree of service• Décor helps to deliver feeling of a superior dining experience• Expensive pricing is associated with upscale dining restaurantsFast-casual restaurant- Hybrid combination of 2 concepts: Quick service and casual dining - Offer higher quality food product served fastEx. Steak n ShakePrimary goal is not to generate revenue/profit- Often called: Institutional or On-site operations- Example: hospital, prison, military, schoolMiddle Class 1. Quick-Service (fast-food)2. Casual Dining 3. Fine Dining or Upscale Quick Service aka fast-foodContract Management Company or Self Operated Increased costs = reduced on board servicecommercial food service operations? Why are airport food service operations increasing in number and total sales over time?Is the profit margin in hotel food service establishments higher or lower than a typical restaurant? How does hotel food service differ from a typical restaurant?What is the primary function of a fast food restaurant?CHAPTER 18: Restaurant OperationsBe prepared to list these Which are the jobs in the front of the house (dining area) operations? Be expected to provide titles of these jobs. Some Terminal foodservice business may have increased as result of security restrictions - Passengers must arrive earlier for flightsLower- Extended hours to serve guests on property- Different menus/outlets- Profit margin usually lower than typical restaurantProvide a limited number of food items to customers in a very short period of time Maître d’hôtelResponsible for all aspects of service Specific duties include:- Greets guests upon arrival- Handles reservations- Trains service personnel- Works with sommelier selecting wine- May work with chef developing menuDuring service, he/she is the liaison between front and back of houseSommelierWhich are the jobs in back of the house operations?Primary duty is to assist guests with choosing wine; may serve it alsoOther wine duties include: - Selects- Purchases- Receives - Handles storage May also be in charge of all alcoholic beverage purchasing for the establishmentService Staff Captain runs one area of the dining room- Explains menu and any specials to guests- Takes their orders- Captain does any tableside cooking- Oversees the front and back waitersFront waiters- Provide utensils, plates, and bring the foodBack waiters- Fill waters, bring bread/butter, clear dirty dishesExecutive ChefIn charge of all kitchen operationsSpecific duties include: - Designs menu- Hires and trains kitchen staff- Purchasing- Cost controls for the kitchen- Sets presentation, safety, and sanitation standardsWhat is the contribution margin?Which are management’s top priorities in maintaining Often the ‘star attraction’ for property- May make appearances in dining room- Chef’s reputation alone is often enough to draw customers to
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