Tuesday, February 23, 2016

Pro's and Con's of a Hospitality Establishment

Pro's and Con's of a Hospitality Establishment

A time when I received outstanding customer service was at the Four Seasons Resort on the island of Lanai, Hawaii.  The garden view rooms were $850 a night and when I was checking in and they realized I was local, from Maui, they discounted my room by $600 a night and they upgraded me to a $1,250 ocean view room for no extra charge.  Not only was the discount and the room upgrade nice, but they would walk around the pool and spray you with chilled Evian water and hand out fresh pineapple on a stick!  A time I had a negative experience was in Cancun, Mexico, when we were checking in, they said we had to go have our “free breakfast” first.  We said we didn’t want it and we just wanted to check in.  They insisted, so we left our luggage at the front desk and went for the “free breakfast’ which turned out to be a timeshare presentation.  My friends and I told them we were all in the timeshare industry so they didn’t make us tour, but they charged the poor salesman with a tour.  Therefore, I flipped the kid $50 and said sorry.  Don’t get me wrong the resort was beautiful; however, what made the experience negative was that the front desk tried to trick us into doing a sales presentation.
           A negative experience at a hospitality establishment can have a bad impact on it by the word of mouth advertising from the guest that had the bad experience.  Word of mouth in the hospitality industry can make or break the business (M.U.S.E., n.d.). For example, I still tell people about what they did to us at the Royal Sands 15 years ago.  There are ways to handle a negative guest and ways to give outstanding customer service.  As soon as you have a negative guest, drop what you’re doing and make it priority #1.  Turn the negative into a positive and give the guest an apology and be honest and sincere then offer the guest something as an apology, like comp one night stay or a dinner, or a free round of drinks (Blog, n.d.).  Had the Royal Sands done something like that for us, I would probably stay there again.

References

Hospitality, Tourism, and Travel. M.U.S.E. (n.d.). Retrieved February 23, 2016, from http://coursebuildercontent.careeredonline.com/Assets/30000/29867/hub1/hub.html
Turning a Negative Experience into a Positive | All Food Business Blog: Restaurant Business Articles. (n.d.). Retrieved February 23, 2016, from  

Thursday, February 11, 2016

McDonalds Business Analysis


McDonald's Business Analysis

Management
Since 2004. McDonalds  CEO has been a man named Jim Skinner. He has a real passion for the job. He believes in training and preparing McDonalds workers. In fact he created a 9 month leadership institute  (Kowitt, 2011). He also requires all his executives train two people. One who can immediately replace them and one who would be prepared to replace them in the future. He is a strong believe in having qualified staff. Some may look at it as overly controlling while others perceive this to be well thought out planning.

Production:
McDonalds utilizes mass production, mass production of food in a quick and efficient manner. The mass-production process requires each restaurant chain to have a distribution network to carry the food to every restaurant .Warehouses store enormous amounts of everything a restaurant needs, including food, paper products, utensils and cleaning supplies. The warehouses then ship supplies to each restaurant by truck. Warehousing and distribution, just like the management of the chain, is centralized rather than handled by each restaurant (Standards, 2011).

Human Resources:
McDonalds has a man who is the overseer of all human resources for McDonalds’ over 400,000 employees. His name is Richard Floersch. Of course, when an employee from Red Creek, NY needs a day off or has an issue with their insurance, they can’t call up Richard for help. Each restaurant is run by a store manager who is in charge of all types of human resource problems. Most of McDonalds restaurants are individually owned and operated, but all are still supposed to follow the general rules and regulations of the entity of McDonalds. Therefore, there are bound to be problems which an employee feels are not solved at their restaurant level and would feel the need to call out to higher management. In that case, employees are given contact information for alternate sources to report their problem or concern (Standards, 2011).
Financial:
McDonald’s financial focus includes the evaluation of past performance and appraisal of future opportunities, helping to ensure the company maximizes its strategic capabilities. McDonald’s financial functions extend from each individual restaurant up to the Board of Directors. Each individual McDonald’s restaurant is structured as an independent business, with restaurant management responsible for its financial performance.(Finance at McDonalds, 2008). McDonald’s Finance Department has two key areas of responsibility: financial reporting and management accounting. Although each of these functions has different priorities, working together ensures the best financial position for the company now and for the future. McDonalds utilizes what they call KPI ( key performance indicators) as a means to measure and evaluate their performance. They earn a profit from both the sales of the product and from the rent and royalty income from the franchised restaurants.

Marketing:
According to  McDonald's Global Chief Brand Officer Kevin Newell , McDonalds  marketing strategy will be “Focusing on making more engaging ads, aggressively developing menu items and fostering what he calls children's well-being”(York, 2012). The restaurant is trying to hone in on the fact that people are more and more aware of the foods they are feeding themselves and their children and are demanding healthier options. McDonald’s isn’t only focusing on healthy options but also food education and exercise. In 2012, McDonald’s was a sponsor of the Olympics and utilized this position as a means of marketing toward the healthier consumer. Marketing  included national TV spots, print, radio and digital ads.









References:

Kowitt, Beth. (2011). Why McDonald's wins in any economy. Fortune.


Finance at McDonalds. ( 2008). Retrieved December 4, 2012 from http://www.mcdonalds.co.uk/content/dam/McDonaldsUK/People/Schools-and-students/mcd_finance.pdf

York, Emily. ( 2012). McDonald's tying Summer Olympics to new effort to promote children's well-being. Chicago Tribune.



Wine Menu Example


Whites
Crispy and Youthful . . . zesty, clean, and bright



    Pinot Grigio, Tesoro della Regina, Italy


7
    Sauvignon Blanc, Governors Bay Marlborough 2014,  New Zealand



7
Silky and Smooth . . .  refreshing, bright, and velvety



    Pinot Blanc, Kupelweiser Pinot Bianco Alto Adige, Italy


8
    Riesling, Charles Smith Kung Fu, 2013, Washington



7
Rich and Voluptuous . . . lavish and elegant



    Chardonnay, Kendall Jackson, 2013, California


7
    Viognier, Michel Gassier A Capella Les Piliers, 2013, France


9
Reds
Fruity Rosé and Reds . . . youthful, vibrant, and charming



    Gamay, Domaine des Michelons Moulin A Vent, 2011, France


8
    Rosé, Domaine Fontanyl Rosé de Provence, 2014, France



6
Mellow and Complex . . . rich, smooth, and velvety



    Pinot Noir, Olema Sonoma, California


8
    Chianti, Tesoro della Regina Chianti Classico, 2012, Italy



8
Bold and Intense . . . complex, concentrated, and evolved



    Cabernet Sauvignon, Line Shack San Antonio Valley, 2013, California


9
    Zinfandel, Gnarley Head Old Vine, 2013, California

7


References
Schmid, A. & Laloganes, P. (2013)  The Beverage Manager’s Guide to Wine, Beer, & Spirits, Pearson
Total Wine (2015) Retrieved from www.totalwine.com

Wednesday, February 10, 2016

A Food Network Program: Everyday Italian Marketing Discussion

Everyday Italian


I graciously chose "Everyday Italian" with host Giada DeLaurentis..Born In Rome Italy she and her siblings and mom moved to Southern California after her parent divorced. She grew up around Italian food and cooking and thus became well known and started on the Food network channel.

Three segmentation would be demographic, Geographic and Psychographic.

Demographic because the customers she is targeting into neighborhoods of lifestyle categories.Geographic because the market is done by region of a country or the world, in her case shas depicked the country (Italy) and the food network is seen all over the world. The market size is huge and climate is not an issue because you can watch the channel indoors. She does however go to different places to show teh customers who watch different ideas of shopping, how to purchase at the market and foods from other places as she has visited them. Psycholographic is on the basis of personality, motives and life style. It is clear that her personality wins the show, she is very attractive and is a very pleasent person in real life and on the show. Her lifestyle that she portrays in her show "Giada at home" is just that, what you see is what you get. She is a real and genuine as they come.

The target market for her show is really anyone but people who want to  learn "Everyday Italian" can watch her show and cook with ease as she makes it simple. I have made many of her recipes and they are so good. My favorite is like a "kabob" but with Swordfish wrapped in Pancetta and marinated in Olive Oil and spices and cooked over an open fire or grill.  I think what differentiates her from the others is she is younger and has a pleasent demeaner about her. What appeals customers to her show is that her recipes are easy to make, easy ingredients and tatse delicious, if you dare to try them. She has inspired me to love her personality, her cooking and her cookware that are sold at Target. I am parshall to all Italian cooks on This network as I have been to Italy and learned how they cook there from my Family in Italy. They have worked for a well known restaurant and bakery and shared their cooking skills with me.

Saturday, February 6, 2016

An Eclectic Holiday Celebration


An Eclectic Holiday Celebration


The USA is a melting pot of cultures. We have such a great opportunity to celebrate the diversity of our great nation. During the holiday season, my family throws a consecutive 12 day holiday celebration. We invite 12 different groups (10 people per group on average) of family and friends over to our home to share in the celebration of the holiday season. We ask everyone to bring and share a favorite dish or beverage from their culture at the gathering. The range of diversity of our friends and family is extraordinary, including but not limited to folks from Irish, Colombian, French, Jamaican, Italian, Jewish, Swedish, and Russian backgrounds. The food is always wonderful, and the drinks can be even better. Everyone must write and explain the history of the food or drink item with the group. 

Are you considering an eclectic holiday celebration? 


Here are three of the best and festive Holiday drink recipes that have been shared by my family and friends to consider trying during this Holiday season. Enjoy, and may you all have a wonderful and safe holiday season!

Holiday Drink Recipe #1: Swedish Glogg


History: Glogg is a traditional drink of the Swedish & Finnish Advent season - Advent being the six weeks leading up to the Birth of Christ on the 25th of December. Glogg is traditionally made with red wine, and each small glass has a few almonds and raisins in it as well as the drink. December in this region is a dark, wintry time, and this hot drink helps keep the spirits cheered.

Glogg's origins are with mulled wine - wine heated with spices. Mulled wine was known to medieval Europeans and celebrated from at least 400AD. In the 1800s, a special mulled wine was popular in Europe known as "Glühwein", which began to incorporate the special Glogg ingredients - raisins and almonds. Glogg also tends to have more sugar as well as a heavier alcohol content. Given the frigid winters seen in Scandanavia, this can be quite necessary! Gingersnaps, Gingerbread, and cinnamon rolls are pairings associated with glogg, as are good friends and family!


    2 (750 milliliter) bottles fruity red wine, such as a Maison Louis Jadot Beaujolais
    1 (750 milliliter) bottle port wine
    3 (3 inch) ceylon cinnamon stick
    14 whole cloves
    1 orange, peel cut into thin strips
    1 cup white sugar, or to taste
    3/4 cup rum, or to taste
    1/4 cup brandy, or to taste
    1 cup raisins
    1 cup slivered almonds

Directions:


Pour wine into a large pot. Bring to a boil over medium high heat. Wrap orange zest, cinnamon sticks, cardamom and cloves in cheesecloth, tie with kitchen string and put into pot. Let boil for 15 minutes, stirring occasionally. Stir in almonds and raisins and continue to boil for 15 more minutes. Remove from heat.

Place a wire grill over the pot and cover with sugar cubes. Slowly pour on brandy, making sure to completely saturate the sugar. Light sugar with a match and let it flame. When sugar has melted, cover pot with lid to extinguish flame.

Stir and remove spice bag. Serve hot in cups with a few almonds and raisins.


Holiday Drink Recipe #2: Jamaican Sorrel Christmas Drink


This drink is truly indicative of Christmas in Jamaica!!! Sorrel is the Jamaican word for hibiscus, a flower which grows abundantly on the island. Even though this drink is served on ice, sorrel retains the flavors of the holiday season – cinnamon, all spice, fresh ginger. For those who wish, rum sends it over the edge for a truly relaxing holiday season.

Ingredients:

2 cups whole, dried sorrel (a.k.a. dried hibiscus)
2 inches ginger, sliced in thin coins for mild flavor, or chopped/grated for stronger flavor.
The peel of 1 orange
2 cinnamon sticks
6 cups water
Sugar to taste (about 1 cup seemed good to me)

For diluting:
Water, rum, and/or ice, as desired

Directions:

Peel the orange and slice (or grate) the ginger. Add all ingredients to a pot, cover and bring to a gentle simmer. This took about 10 minutes. Then simmer for another 30 minutes to extract all the spiced goodness. Cool and refrigerate overnight for strongest flavor. Strain, mix with ice, water and – if you’re feeling plucky – rum. Recipe Copyright Sasha Martin, Global Table Adventure. For personal or educational use only.

Holiday Drink Recipe #3: Russian Eggnog


Although this drink is associated with being “Russian”, it is far from Russian at all. This twist on the popular classic “White Russian” drink is perfect for the festivities of the holiday season. We salute the Russian culture for their part in producing the wonderful vodka used in this recipe. It warms the heart and soul. Happy Holidays!

Eggnog Recipe:

     12 large eggs
     1-1/2 cups sugar
     1/2 teaspoon salt
     2 quarts milk, divided
     2 tablespoons vanilla extract
     1 teaspoon ground nutmeg
     2 cups heavy whipping cream
    Additional nutmeg, optional

Directions:

1. In a heavy 4-qt. saucepan, whisk together eggs, sugar and salt. Gradually add 1 qt. of milk. Cook and stir over low heat until a thermometer reads 160°-170°, about 30-35 minutes.
2. Pour into a large heatproof bowl; stir in the vanilla nutmeg and remaining milk. Place bowl in an ice-water bath, stirring frequently until mixture is cool. If mixture separates, process in a blender until smooth. Cover and refrigerate for at least 3 hours.
3. When ready to serve, beat cream in a large bowl on high until soft peaks form; whisk gently into cooled milk mixture. Pour into a chilled 5-qt. punch bowl. Sprinkle with nutmeg if desired.

Russian Eggnog:


    1 ounce spiced rum
    1 ounce coffee flavored liqueur
    1 ounce Russian vodka
    3/4 cup eggnog
    1 pinch ground nutmeg

Directions:

Pour the vodka, spiced rum and coffee liqueur into a glass. Top with eggnog. Stir and sprinkle some nutmeg on the top.

*** Drink Safely. Be Merry.

Friday, February 5, 2016

Wine Menu Pricing


 Wine Menu Pricing

Learning to communicate menu pricing to your staff is a critical skill to develop. Here is an example for  XYZ Restaurant:
To:
Mr. Owner
From:
Joseph Smith
CC:
[Recipient names]
Date:
12/7/2014
Re:
Wine menu and pricing
Comments:

Dear Mr. Owner,

Enclosed you will find a wine menu listing that I have organized according to category. I have also established a $6 to $25 pricing range for the selected wines by the glass as you requested. The prices were established for each selection by first determining a cost per bottle by dividing the total cost per case (if they come by the case) by the number of bottles per case.

Once the price per bottle was established, that number was divided by the number of ounces per bottle. After obtaining the cost per ounce that amount was multiplied by a standard portion size of 5 oz. per serving to arrive at the final cost per serving. After determining the cost per serving, a cost-to-sales percent of 20% was added to arrive at the selling price per serving of each glass of wine.

The wines are listed on the menu grouped as whites, reds, sparkling, and dessert for easier identification to the customer, and to articulate the food pairing recommendations of each type of wine. This listing is a starting point for the wine menu and can be adjusted to meet any future addition requirements.

The 20% cost-of-sales was added to maximize profit potential from each sale and will be monitored regularly by management and adjusted accordingly to ensure these results are constant. I hope that these recommendations meet your approval and I will adjust any items that have not met with your satisfaction.

Sincerely,
Keith D. Bell

 










Wine by the Glass Menu      
 White Wines

Chardonnay can range from crisp and light with a bright minerality (i.e. Chablis) to rich and weighty with notes of apple pie and butterscotch. $6.00

Pinot Grigio is increasingly the white wine of choice. It is Pale green with subtle white fruit and spice characters $10.00

Riesling Along with Chardonnay, Riesling is considered to be one of the finest white grapes in the world, producing a whole range of styles from bone dry to lusciously sweet. The best wines are incredibly long-lived, elegant and racy. They become increasingly complex with age.  $12.00

Sauvignon Blanc Although Sauvignon Blanc is best-known for its dry wines, it also makes some luscious sweet wines, particularly when affected by noble rot or botrytis. The most famous example of this can be found in Bordeaux where, blended with Semillon and Muscadelle. $9.00

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Red Wines

Cabernet Sauvignon is arguably the most famous of all red grape varieties and one of the most widely grown. Small and thick-skinned, Cabernet grapes produce deeply-colored wine, rich in black currant, mint and occasionally green bell pepper flavors along with firm tannins that enable the best wines to age for decades. $7.00

Malbec  is blended with Cabernet Sauvignon, Merlot and Petit Verdot in Bordeaux and with Tannat and Merlot in Cahors. In Argentina, Malbec excels in its own right and often benefits from oak aging. Its ripe tannins and lush flavors make it a perfect partner for steak $12.00

Merlot is deep purple in color and generally known for its smoothness, forest fruit aromas and flavors of plums and black currants. When barrel-aged, it often has even more silken richness as well as oaky characteristics reminiscent of tobacco and spices. Merlot also makes delicious rosés, usually full of ripe berry flavors. $10.00

PinotNoir Being thin-skinned, Pinot Noir makes a noticeably pale wine, but one with intense perfume and flavor. When young, its aromas range from freshly crushed raspberries or strawberries to plum jam. With age, Pinot Noir often shows violets, game or truffles. $14.00


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Sparkling Wines & Champagne

91-Point Prosecco
Alessandro Gallici Prosecco Brut NV When Italians mark a celebration, they choose Prosecco over Champagne every time. Its joyfully light and crisp no wonder its increasingly popular in wine bars and restaurants across America.
The wonderfully fruity Prosecco grape has grown in the hills around Venice for centuries, and at his specialist cellar Alessandro Gallici carefully crafts one of the finest youll find. $20.00


Debut Release from Champagne Royalty
Champagne Virginie T Brut NV Virginie Taittinger has been dubbed ‘the princess of Champagne’ in the press, thanks to her famous family’s long history in the region. Now she’s struck out on her own, and you can be among the first in the U.S. to taste her debut release $25.00

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Dessert Wines

The Italian Dessert Classic
Domini Veneti Recioto Valpolicella DOC 2010 Recioto della Valpolicella is one of Italy's great sweet reds. Working their magic in the heart of the premium Valpolicella Classico wine zone (in Verona), the talented team at the Domini Veneti estate air-dried their premium Corvina and Rondinella grapes for months, to ensure that each grape would be a raisined knot of sweet black cherry flavor. $12.00

1969 Vintage French Rarity Maury is one of southern France’s great Vins Doux Naturels — fortified wines made in the same way as Port. At 41 years old, this rare treasure has intense aromas of chocolate, fig and spice, then mellow sweet plum flavor. $15.00


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