Hospitality Test Two Study Guide Chapter 15 Law and Ethics The area of hospitality law is really segments of various other areas of law including property torts contracts etc In general hospitality businesses have a duty of reasonable care or a duty to keep or maintain their premises in a reasonably safe condition Regular inspections of guest areas will allow a business to determine what areas of their business may contain hazards that could harm a guest Hospitality businesses do have the affirmative obligation to eject people who are engaging in criminal conduct on the premises Torts This area of law is a broad area with different legal theories that typically deal with personal injury claims In hospitality this could be anything from a fight in a nightclub between a patron and the bartender an intentional tort to a bellhop accidentally running over a guest s foot with the luggage cart negligence Business ethics strives to balance honest and fair operations versus maintaining a profitable business Public is the law or actions undertaken by a governmental body to address issues that affect the public at large as opposed to a specific private individual s issues or concerns Chapter 16 Physical Plant Management The physical plant is comprised of landscaping grounds exterior and interior building structures building systems furnishings fixtures and equipment FF E Curb appeal attractiveness of hospitality properties from the Internet websites virtual tours or broadcast media Landscaping and exterior appeal curb appeal sets the tone of attractiveness of a hospitality facility The facility manager needs to track energy costs while trying to find ways to decrease this expenditure The facility manager needs to evaluate the cost of a repair while remaining committed to bring cost within or below budget The facility manager needs to work closely with the executive housekeeper front office manager and food and beverages manger Bridging the communication gap is an important task for the general manager of a property because the property can lose revenue attractiveness and desirability from the guest Major engineering systems Water and Wastewater systems Refrigeration systems Heating Ventilation and Air Conditioning Systems Electrical Systems Maintenance Repair Types Routine Maintenance Preventative Maintenance Guest room maintenance Emergency Maintenance Contract Maintenance elevators refrigerators washers dryers etc Americans with Disabilities Act law that requires commercial and government buildings to change both their physical surroundings so that the disabled might be able to enter and use the facilities and it also called for a change in behavior If facilities issues are not taken to ensure guest comfort and safety you may find yourself in financial and legal problems Chapter 17 Hotel Operations Hotel management must focus on the following three key constituencies in order to achieve the hotel s business objectives hotel guests employees and investors In order to operate profitably and meet the objectives of the hotel s owners a hotel requires a dedicated team of productive customer focused employees that consistently meet or exceed guest expectations Successful hotel managers are employee focused since they realize that internal service quality ultimately drives employee productively and customer satisfaction which in turn drives profitability Divisions and Operating departments in a full service hotel Rooms Division Food Beverage Division Sales Marketing Administrative General Engineering Maintenance Chapter 18 Lodging Segments The most common classifications are by price or rate budget midscale luxury boutique location urban suburban airport destination room type standard rooms suites vacation condo units market business or leisure size megaresort large medium small and key attraction or amenity spa golf convention casino Types Classic full service hotels Midscale Luxury Upscale Limited Service Long Term Extended Stay Bed Breakfast Resorts Casino Hotels Conference Hotels Lifestyle Hotels Baby Boomers continue to make up the largest spending segment of travelers and are loyal to brands with reliable and comfortable services Millennial and Generation Y 20 to 30 year olds make up the fastest growing hotel customer segment and represent the future consumer Chapter 19 Restaurant Operations Fine dining restaurants are organized in two operating areas the back of the house BOH or kitchen operations and the front of the house FOH or the dining room and all non kitchen areas The General Manager oversees both areas Maitre d hotel is responsible for the overall management of service host that greets people and handles reservations The executive chef is in charge of all kitchen operations This person designs the menu hires and trains the kitchen staff is responsible for purchasing and portion cost control for the kitchen Below is the sous chef who participates in the preparation of food during service organizing and supervising the operations of the kitchen Cost control is the term for the measures and standards put in place to ensure that the establishment is profitable Food costs the amount the restaurant paid for the food as a percentage of the selling price Chapter 20 Foodservice Segments Commercial foodservices operate with the premise that they will be a revenue generating establishment Noncommercial foodservices that there primary goal may not be to generate revenue Commercial operations have 3 categories quick service casual dining and fine dining Noncommercial foodservice establishments include hospitals schools colleges and universities correctional facilities and military operations Future upcoming menu trends include increased chicken product availability innovative skin products increased avocado product availability bycatch custom beer and game meats Another trend is the farm to fork concept growing just about all its products and then processing them for delivery in their foodservice industry Chapter 21 Meetings and Events Management Meetings and conferences contribute to the travel and tourism industry Destinations that host meetings benefit from the dollars spent by delegates and guests and the services provided for them The economic impact of meetings events and incentive travel is far reaching Supplier buyer relationship Meeting planners who work as suppliers represent the destination or venue hosting the event Buyers are employed by organizations that plan meetings
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