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aboyeur

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Expediter who takes orders from servers and calls out the orders to the various production areas in the kitchen.

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all suite properties

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Apartment-style facilities offered at midmarket prices. They have larger spaces that include a sitting area, often with dining space, and small kitchen or bar area, in addition to a bedroom and bath.

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amenity

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A service or product provided to guests for their convenience, either with or without an additional fee.

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American Automobile Association

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The most widely recognized rating service in the United States; it uses a diamond system in judging overall quality.

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back of the house

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Employees who work outside the public space. Back-of-the-house positions include chefs, line cooks, pastry chefs, dishwashers, bookkeepers, storeroom clerks, purchasers, dietitians, and menu planners.

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bed and breakfast

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Cater to guests looking for quaint, quiet accommodations with simple amenities. Bed and breakfasts are usually privately owned homes converted to have several guest rooms. Guests are served breakfast during a specified time in a small dining room.

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cafe

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A coffeehouse usually offering pastries and baked goods.

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cafeteria

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An assembly line process of serving food quickly and cheaply without the need for servers.

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chain

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A group of restaurants owned by the same business organization.

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chef

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A mark of respect and distinction that describes a professional cook who has reached the position through hard work and dedication to quality.

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concessions

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A branch of a foodservice operation set up and operating in a place belonging to another commercial enterprise, such as a monument, museum, or ballpark.

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contract feeding

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Businesses that operate foodservice for companies in the manufacturing or service industry. Contractors will manage and operate the employee dining facilities.

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convention

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A gathering of people, all of whom have something in common. They are often all members of a particular organization, or they may simply be individuals who share a hobby.

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convention centers

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Facilities specifically designed to house large-scale special events, including conventions, expositions, and trade shows.

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economy lodging

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Clean, low-priced accommodations primarily designed for traveling salespeople, senior citizens, and families with modest incomes.

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epicurean

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Clean, low-priced accommodations primarily designed for traveling salespeople, senior citizens, and families with modest incomes.

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expositions

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Large shows, open to the public, that highlight a particular type of product or service. Such shows give manufacturers and service providers a chance to display their offerings to many people at a single event.

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front of the house

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Employees who serve guests directly. Front-of-the-house positions include managers, assistant managers, banquet managers, dining room managers, matre d's, hosts/hostesses, cashiers, bar staff, serving staff, and busers.

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full service properties

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Properties that cater to travelers in search of a wide range of conveniences. They offer larger rooms and well-trained staff and feature amenities such as swimming pools, room service, fitness centers, or services for business travelers.

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gourmet

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A lover of fine food and drink.

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guilds

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Associations of people with similar interests or professions.

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haute cuisine

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An elaborate and refined system of food preparation.

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hospitality

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The services that people use and receive when they are away from home. This includes, among other services, restaurants and hotels.

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kitchen brigade system

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A system that assigns certain responsibilities to kitchen staff. Developed by Georges August Escoffier.

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lesche

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Private clubs for the ancient Greeks that offered food to members.

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luxury properties

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Hotels that offer top-of-the-line comfort and elegance. While often defined as part of the full-service sector, luxury hotels take service and amenities to new heights of excellence.

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Michelin Guide

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A rating system better known in Europe than the United States, but it has recently begun rating organizations in the United States and elsewhere. Restaurants are rated from one to three stars.

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mid priced facilities

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These fall somewhere between the full-service and economy sectors. They are designed for travelers who want comfortable, moderately-priced accommodations. Also known as tourist-class properties.

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Mobil Travel Guides

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A major American rating resource. The Mobil Travel Guides rate thousands of properties with a five-star system.

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monuments

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Typically either structures built to memorialize something or someone, or structures recognized for their historical significance. Examples of monuments include the Statue of Liberty, the Eiffel Tower, Mount Rushmore, and the pyramids.

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pasteurization

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Process of making milk safer to drink by heating it to a certain temperature to destroy harmful bacteria. Named for Louis Pasteur.

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phatnai

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Establishments that catered to travelers, traders, and visiting diplomats in ancient Greece.

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POS system

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"POS" means "point of sale" or "point of service." POS refers to the place where some sort of transaction occurs. Although POS could be a retail shop or restaurant, a POS system generally indicates a computer terminal or linked group of terminals.

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Property Management System

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This technology can serve a variety of functions by which managers and staff can improve guest experiences, such as scheduling, database maintenance, accounting, and sales.

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refrigeration

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Keeps food from spoiling quickly and also helps to feed larger numbers of people.

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resorts

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Locations that feature extensive facilities for vacationers who are looking for recreational activities and entertainment.

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restorante

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In 1765, a man named Boulanger began serving hot soups called restaurers (meaning restoratives) for their health-restoring properties. He called his café a "restorante," the origin of our modern word "restaurant."

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satellite feeding

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When one kitchen prepares food that is then shipped to other locations to be served.

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self operators

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Employees at a manufacturing or service company who are also utilized for foodservice.

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trade shows

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Restricted to those involved in the industry being featured. Producers or manufacturers rent space at trade shows to exhibit, advertise, and demonstrate their products or services to people interested in that specific field.

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travel and tourism

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The combination of all of the services that people need and will pay for when they are away from home. This includes all of the businesses that benefit from people traveling and spending their money, such as transportation or restaurants.

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Zagat Survey

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A consumer-based guide that rates restaurants on four qualities: food, décor, service, and cost.

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Diversity

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the great variety of people and their backgrounds, experiences, opinions, religions, ages, talents, and abilities.

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Stereotypes

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Attributions that cover up individual differences and ascribe certain characteristics to an entire group of people

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Prejudice

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a characteristic likelihood of or natural disposition toward a certain condition or character or effect, A rigid attitude that is based on group membership and predisposes an individual to feel, think or act in a negative way toward another person or group.

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Bias

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a tendency toward a particular perspective or idea based on prejudice

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Cultural Tendencies

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the attitudes and behavior that are characteristic of a particular social group or organization

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Modeling

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Demonstrating the behavior expected from others

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Cross- cultural interactions

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the attitudes and behavior that are characteristic of a particular social group or organization

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Harassment- free environment

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a workplace in which complaints are handled appropriately and respect for all employees is supported in an ongoing basis

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Harassment

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when slurs or other verbal or physical conduct related to a person's race, gender expression, color, ethnicity, religion, sexual orientation, or disability interfere with the persons work performance or create an unhealthy work environment

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Complainant

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the person with a complaint usually in regard to harassment

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Team

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A group of people who work together to set goals, make decisions, solve problems, and put ideas into action.

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Teamwork

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working as a group and using each member strengths so that the group can attain higher level of success than working alone

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Motivation

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the reason why a person takes action or behaves in a certain way

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Internal Motivation

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the personal drive to do the best work possible whether there are rewards or not

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External Motivation

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when personal drive comes from the desire to receive something such as a reward or recognition for achieving results

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Professionalism

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the combination of the knowledge, skills, attitudes, and behavior a person shows while performing a job. it includes interactions with other employees, vendors, and guests

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Personal treatment

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the ways in which managers interact with staff and the value system that governs their daily conduct

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Ethics

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a set of moral values that a society holds. they are typically based on the principles of honesty, integrity, and respect for others

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Work Ethics

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guiding principles that effective leaders use in setting the professional tone and behavior in their operations

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Communication

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something that is communicated by or to or between people or groups

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Inderpersonal communication

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something that is communicated by or to or between people or groups

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Organizational communication

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something that is communicated by or to or between people or groups

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Empathy

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Identification with and understanding of another's situation, feelings, and motives

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Jargon

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specialized technical terminology characteristic of a particular subject

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Dialect

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A regional variety of a language distinguished by vocabulary, spelling, and pronunciation.

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Semantics

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The analysis of the meaning of language, especially of individual words.

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Vision statement

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the formation of a mental image of something that is not perceived as real and is not present to the senses

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Mission statement

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an operation that is assigned by a higher headquarters

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Upward communication

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something that is communicated by or to or between people or groups

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Downward communication

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spatially or metaphorically from a higher to a lower level or position

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Horizontal communication

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something that is communicated by or to or between people or groups

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