Questions Answers CHAPTER 16 Hotel Operations What are the Primary responsibilities of Housekeeping Cleanliness of entire hotel property Guestrooms stocked appropriately with supplies What are the functions of the Food Beverage Division Provides meals and beverage service to guests Who is responsible of the hotels Culinary Operation What is a Food Beverage Outlet in a hotel Executive chef is responsible for all food production Any dining provider in hotel along with room service Why is it so important for the Catering Banquet to work closely together Catering events and meals planned sold within the property Banquet Breaks MEALS EVENTS are served executed Which Division is responsible for Public Relations Sales and Marketing Division What are the functions of the Human Resource Department Oversees all employment processes including In a Hotel Operation who is overseeing Intrinsic Extrinsic job satisfaction training and development compensation and benefits A 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 Hotel guests 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 Satisfied guests source of revenue hotel profitability Employees Investors Hotels require a dedicated team of productive customer focused employees that consistently meet or exceed guest expectations to be successful Without investors a hotel would not exist Rooms Division Food and Bev Division 1 Administrative General Team 2 Sales and Marketing Professionals 3 Engineering Maintenance Department Rooms 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 PBX List the responsibilities of House Keeping Department Guest Services Operators Night Auditors Concierge Staff House Keeping Cleanliness of entire hotel property Guestrooms stocked appropriately with supplies Guest Service Build positive mutually rewarding relationships with hotel s guests by engaging in friendly efficient and productive interactions Profitability CHAPTER 17 Food Service Segments What is the ultimate goal of a commercial food service operation This new type of establishment is challenging restaurants How are they challenging restaurants Convenience Store many now offering made to order food items Meets the needs and wants of diverse consumers Creates direct competition for restaurants What is casual dining Created to cater to middle class Who enjoy going out to eat Service without high price of fine dining Promote relaxed atmosphere Some revolve around a theme Seafood Red Lobster Italian food Olive Garden Patron expects a high level experience What is considered an upscale food service operation D cor helps to deliver feeling of a superior Patron expects high degree of service dining experience dining restaurants Expensive pricing is associated with upscale Fast casual restaurant Hybrid combination of 2 concepts Quick service and casual dining Ex Steak n Shake Primary goal is not to generate revenue profit Often called Institutional or On site operations Example hospital prison military school What is a hybrid food service operation Offer higher quality food product served fast What is a non commercial food service operation Who does it provide a service to Middle Class Casual dining caters to which segment of the population 1 Quick Service fast food 2 Casual Dining 3 Fine Dining or Upscale Which are the primary categories of commercial food service operations Quick Service aka fast food Which food service category delivers food quickly and at a value Contract Management Company or Self Operated This type of management style is used in non Increased costs reduced on board service commercial food service operations Some Terminal foodservice business may have increased as result of security restrictions Passengers must arrive earlier for flights Why are airport food service operations increasing in number and total sales over time Lower 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 Extended hours to serve guests on property Different menus outlets Profit margin usually lower than typical restaurant What is the primary function of a fast food restaurant CHAPTER 18 Restaurant Operations Be 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 Provide a limited number of food items to customers in a very short period of time Ma tre d h tel Responsible 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 menu During service he she is the liaison between front and back of house Sommelier Primary duty is to assist guests with choosing wine may serve it also Other wine duties include Selects Purchases Receives Handles storage May also be in charge of all alcoholic beverage purchasing for the establishment Service 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 waiters Front waiters Back waiters Provide utensils plates and bring the food Fill waters bring bread butter clear dirty dishes Executive Chef In charge of all kitchen operations Specific duties include Designs menu Hires and trains kitchen staff Purchasing Cost controls for the kitchen Sets presentation safety and sanitation standards Which are the jobs in back of the house operations Often the star attraction for property May make appearances in dining room Chef s reputation alone is often enough to draw customers to sample their creations Key Personnel Sous Chef Prepares food during service Organizes supervises operations of kitchen Role of the Aboyeur Expeditor Calls orders to other cooks Coordinates FOH BOH Brings it all together to go out
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