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1、Chapter1?Capacity-constrained business:business that produce“products”or services that cannot be inventoried or stored for future use.Success depends on their ability to efficiently match productive capacity to consumer demand at any given moment.?Chased-demand strategy:a management strategy in whic
2、h capacity can,to a limited extent,be varied to suit the level of demand.?Intangible products:the primary products of hospitality-oriented organizations.Intangible products such as comfort,enjoyment,and pleasant experiences relate to guests emotional well-being and expectations.They present very dif
3、ferent management and marketing challenges than do tangible products such as automobiles or boxes of cereal.?Level-capacity strategy:a management strategy in which the same amount of capacity is offered,no matter how high the consumer demand.?Moments of truth:critical moments when customers and staf
4、f members interact,offering opportunities for the staff to make a favorable impression,correct mistakes,and win repeat customers.?Service:meeting customers needs in the way that they want and expect them to be met.?SWOT:an acronym for strengths,weaknesses,opportunities,and threats.A SWOT analysis he
5、lps companies assess how well they are serving their current markets,an important step in the strategic planning process.Chapter4?Areas of dominant influence(ADI):a term used in the television industry to describe areas covered by the signals of major television stations as measured by Arbitron,a na
6、tional TV rating service.?Casual restaurant:a restaurant distinguishable by a combination of dcor,informal atmosphere,and eclectic menu that draws from ethnic and traditional offerings.?Cyclical menu:a menu that changes every day for a certain number of days,then repeat the cycle.A few cycle menus c
7、hange regularly but without any set pattern.Also known as a cycle menu.?Ethnic restaurant:a restaurant featuring a particular cuisine,such as Chinese,Italian,or Mexican.?Family restaurant:a restaurant that caters to families-with an emphasis on satisfying the needs of children-that serves breakfast,
8、lunch,and dinner,offering traditional menu items.?Feasibility study:a study commissioned by developers and prepared by consultants that seeks to determine the potential success of a proposed business on a proposed site.?Fine-dining restaurant:a restaurant that features luxury dining and an exciting
9、menu(not necessarily French or haute cuisine,however),and employs well-trained,creative 名师资料总结-精品资料欢迎下载-名师精心整理-第 1 页，共 4 页 -chefs and good skilled servers.Fine-dining restaurants are generally small and independently operated,with more employees per guest than other types of restaurants.?Full-servic
10、e restaurant:a restaurant that(1)has more than a dozen or so main-course items on the menu,and(2)cooks to order.?Fusion cuisine:a style of cooking in which chefs take ingredients or techniques from more than one cuisine and create new dishes with the results.?Quick-service restaurant:a restaurant th
11、at focuses on convenience,offers a narrow selection of food,and provides limited service and speedy preparation.Chapter5?Ambience:the dcor,lighting,and other factors that create a feeling about or an identity for a restaurant.?Bar par:the amount of each type of beverage established for behind-the-ba
12、r storage,based on expected consumption.?Blind receiving:a receiving system in which the supplier gives the receiving clerk a list of items being delivered but not the quantities or weights,thereby forcing the clerk to count or weigh the incoming products and record the results.These results are lat
13、er compared with the supplier s invoice.?Contribution margin:a food or beverage item s selling price minus the cost of ingredients used to prepare the item.?Cost of food sold:the cost of food that is sold to a guest.?Cyclical menu:a menu that changes every day for a certain number of days,then repea
14、ts the cycle.A few cyclical menus change regularly,but without any set pattern.Also known as a cycle menu.?Direct purchase:food sent directly from the receiving area to the kitchen or dining room rather than to a storage area.?Dogs:unpopular menu items with a low contribution margin.?First-in,first-
15、out(FIFO):an inventory method for rotating and issuing stored food that requires items that have been in storage the longest to be used first.?Fixed menu:a menu with a set list of items that is used for several months or longer before it is changed.Also known as a static menu.?Food cost:the cost of
16、food used in the production of a menu item.?Food cost percentage:a ratio comparing the cost of food sold to food sales,calculated by dividing the cost of food sold during a given period by food sales during the same period.?Gross profit:price minus the cost of food.?Perpetual inventory system:a syst
17、em for tracking inventory by keeping a running balance of inventory quantities-that is,recording all additions to and subtractions from stock.?Plowhorses:popular menu items with a low contribution margin.名师资料总结-精品资料欢迎下载-名师精心整理-第 2 页，共 4 页 -?Prime costs:the cost of food sold plus payroll costs(includ
18、ing employee benefits).These are a restaurant s highest costs.?Primes:menu items with a low food cost and a high contribution margin.?Purchase specifications:a detailed description-for ordering purposes-of the quality,size,weight,and other characteristics desired for a particular item.?Puzzles:unpop
19、ular menu items with a high contribution margin.?Requisition form:a written order used by employees that identifies the type,amount,and value of items needed from storage.?Specialty menu:a menu that differs from the typical breakfast,lunch,or dinner menu.Specialty menus are usually designed for holi
20、days and other special events or for specific guest groups.Examples include children s,beverage,dessert,and banquet menus.?Standard food cost percentage:the ideal food cost percentage that managers should expect when a menu item is prepared according to its standard recipe.It I calculated by dividin
21、g the standard food cost of the menu item by its sale price and multiplying by 100.?Standard recipe:a formula for producing a food or beverage item specifying ingredients,the required quantity of each ingredient,preparation procedures,portion size and portioning equipment,garnish,and any other infor
22、mation necessary to prepare the item.?Stars:popular menu items with high contribution margins Chapter16?Business format franchise:an ongoing business relationship between a franchisor and a franchisee in which the franchisor sells its products,services,trademark,and business concept to the franchise
23、e in return for royalties and other franchisee fees.?Encroachment:placing a branded hotel or restaurant in the vicinity of other hotels or restaurants with the same or a related brand.?Franchise:refers to(1)the authorization given by a company to an individual or another company to sell its unique p
24、roducts and services,and(2)the name of the business format or product that is being franchised.?Franchisee:the individual or company granted a franchise.?Franchising:a counting relationship in which the franchisor provides a licensed privilege to do business,plus assistance in organizing,training,me
25、rchandising,and managing,in return for a financial consideration from the franchisee.?Franchisor:the franchise company that owns the trademarks,products,and/or business format that is being franchised.?Product or trade-name franchise:a supplier/dealer arrangement whereby the dealer(franchisee)sells
26、a product line provided by the supplier(franchisor)and to some degree takes on the identity of the supplier.名师资料总结-精品资料欢迎下载-名师精心整理-第 3 页，共 4 页 -?Uniform Franchise Offering Circular(UFOC):a prospectus that outlines certain vital aspects of a franchisor and its franchise agreement.By law,the UFOC must be given to a potential franchise before the franchisee signs the franchise agreement.名师资料总结-精品资料欢迎下载-名师精心整理-第 4 页，共 4 页 -