Hospitality Review Project 2015. Stages of Guest Experience Pre Arrival- includes everything the guest does before arriving at the property. Arrival-

Hospitality Review Project 2015

Stages of Guest Experience

Pre Arrival- includes everything the guest does before arriving at the property.

Arrival- includes everything that occurs when the guest first arrives at the property.

Occupancy- includes everything that the guest does while staying at the hotel.

Departure- includes all activities involved with leaving the hotel and setting the bill.

Guest AmenitiesGuest amenities are extra items or

service that that adds to a traveler's comfort or convenience..

For example a hotel a larger bath tub and or a shower included, mini

refrigerator, microwave, shampoos etc.

Amenities are important because they make traveler’s easy and comfortable

Front of The House Positions

Usually the area in a hospitality business that guests are able to see.

● Mangers

● Host or Hostess

● Servers

● Busser

● Cashier

Back of The House PositionsArea of a business guests are not supposed to see.

Cooks

Expeditor

Chefs (executive, sous)

Steward

Dishwasher

Food Preparers

Kitchen Manager

Different types of lodging services

Full-Service - is large and provides many services.

Full-Service Hilton Hotel

Convention Hyatt

Luxury Ritz-Carlton

Resort (Casino) Kauai Coconut Beach Resort/La Paloma

Extended-Stay Embassy Suites

Different types of lodging servicesLimited Services focus on charging lower prices because

they don’t really have many services.

Limited-Service Hotel Holiday Inn Express, La Quina Inns

Budget Hotels Motel 6, Super 8

Special Accommodations Anything other than hotels, motels, and institutional Housing

Examples: Bed and Breakfast, Hostel, Cabins, etc.

Institutional Housing Living maintained and Provided by an Institution

Examples: Dorms, Assisted Living/Nursing Homes, Hospitals, etc.

Food and Beverage

Types of food and beverage operations ?

Commercial : fast food restaurants = Dunkin Donuts , McDonald's ,

Cafeterias=Furr's Cafeteria, Luby's Cafeteria

Buffett's=New China buffet, old country buffet

carryout=Boston market , Domino's pizza

Full service: fine dining =star canyon in dallas texas , Masa in san francisco ,

Single item = Eli's place for steak , Red lobster

Ethnic = Chinese, Indian , Mexican

Family=Cracker barrel , Dennys

Catering:On-premise= Banquet halls , clubs , hotels

Off-premise=parks, private homes

Hotel and Club: Kitty O’sheas at the chicago hilton , atlanta athletic club

Institutional:

School= child care centers , college

Health care= nursing facilities , hospitals

Business and industry = military , prisons

Institutional food contractors= aramark, sodexho

Foodservice within a consumer business :

Recreation = Movie theaters, zoos

Retail=book stores, truck stops

on the transportation= airplane food , food service on cruise ships

in the station= restaurants at airports and railroad stations

What are the Common Guest Stages at a Restaurant

Seating Guests

Selling Food

Transmitting Orders to the Kitchen

Serving Customers

Bussing Tables

Obtaining Payment from Customers

The front of the House Positions

Work with guests by:

Managers

host or hostess

servers

bussers

cashiers

what are back of the house positions?

managers

staff responsible for cleaning and maintaining plateware

flatware

glassware

utensils

food production staff

Food & Beverage

Part 2

Major Components of a Menu Design

•Soups

•Appetizers (wings, cheese crisps, chicken tenders, etc)

•Sides (fries, fruit, hash brown, etc…

•Beverages (sprite, coke, root beer, lemonade, etc…)

•Entrees (steak, chicken, burgers, sandwiches, etc…)

•Salads

•Dessert (ice cream, cake, cookies, etc…)

Types of Menus

Fixed Menu : Same foods that are offered everyday.Typically found in fast food restaurants and steakhouses

Cycle Menu: They change daily for a set period of time. Cycle lengths are every week, two weeks.

Market Menu: Changes with the availability of food products. Uses foods that are in season and inexpensive.

Hybrid Menu: A combination of a fixed menu and a cycle menu. Part of menu remains the same and part of the menu changes

Different ways catering can be done

•Catering is the provision of food and service

for a special

•On-premise catering

▫This type of catering takes place in the caters place. This may take place in places like restaurants, hotels, private clubs ect.

•Off-premise catering

▫This occurs somewhere else that’s not the caters place. For example in churches, home,. Cater must transport the food safetly to the location. Caters must serve each function in a certain amount of time.

What is franchising and how it helped food and beverage industry grow?Franchising is having the rights to sell a company’s good or service in particular area. Food and beverage business located in a consumer business,such as movie theater, sport arena, or museum help it grow.

Food safety

Separate foods: separate raw meat, poultry, and seafood from other foods at all timesCarefully choose fresh eggs: buy only non-cracked, refrigerated eggsDo not buy frozen food with damaged packaging: packaging on frozen foods,

as with cans and jars, should not be opened

Temperature danger zone

Danger Zone" (40 °F - 140 °F)

Keep hot food hot — at or above 140 °F. Place cooked food in chafing dishes, preheated

steam tables, warming trays, and/or slow cookers.

Keep cold food cold — at or below 40 °F. Place food in containers on ice.

Recreation, Tourism, & Event Planning

○ Disneyland ○ Mini Golf ○ E3 ○ Horse shoe pit ○ Coachella ○ Resorts○ Theaters ○ Casinos

Diverse Recreation Venues

○ Recreation Attendants○ Museum Director ○ Art Media○ Camp Counselor ○ Ride Operator○ Event Planners

■ Weddings ■ Dances etc.

Recreation Careers

○ Travel Agent○ Lodging fields ○ Flight attendants○ Bus Driver○ Concierge○ Cruise Line Representative○ Taxi Driver○ Tour Guide

Travel & Tourism Industry Careers

An event is a planned social or public gathering for any occasion

Travel & Tourism Industry Careers

Meeting - an assembly of people, especially the members of a society or committee, for discussion or entertainment

Convention- a way in which something is usually done, especially within a particular area or activity for example TCC

Exposition: Industry Representatives come to showcase their stuff

Different Types of Events