Term
| If you wanted to visit a health resort some likely choices might include |
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Definition
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Term
| in the article "founding era of the country club" we learned that early golf courses had fewer than 18 holes. how many holes were the norm for country clubs in the later 1880's and 1890's |
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Definition
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Term
| (T/F) advances in transportation in the 1880's and 1890's allowed the elites of the day to integrate their desires for club life with suburban living |
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Definition
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Term
| why is it that resort managers prefer corporate groups over conventions |
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Definition
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Term
| a way to even out the seasonal aspect of the resort business is to |
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Definition
| diversify so that you have something to offer year round |
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Term
| how does the homestead resort cope with the seasonal aspect of business |
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Definition
| they offer mountain biking and 9 ski slopes |
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Term
| what are the three segments of a resort market |
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Definition
| vacation, corporate, convention |
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Term
| what division handles all the behind the scene activities at a resort |
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Definition
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Term
| which would be considered the most important aspect of resort appeal |
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Definition
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Term
| which department would be considered a part of "front of the house" |
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Definition
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Term
| the notes told us that in the resort business you should have several different restaurants. what was the advice about restaurants |
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Definition
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Term
| resort managers have an additional responsibility beyond those of club and hotel managers. what is their goal? |
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Definition
| as the largest employer in the community their primary goal is to retain employees |
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Term
| (t/f) in resort work it is a good ideal to specialize your workforce so that the skip shop workers really know their jobs and golf course workers really know their jobs |
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Definition
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Term
| the employees of the granit hotel felt that the iming of closing of the hotel was bad because it came in july and it would be difficult to find other jobs that late in the season |
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Definition
| no, the opposite was true. they were at least relieved that the hotel closed early in the season so they had a chance to find jobs elsewhere |
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Term
| as a manager you want your staff to surprise your guests with every interface. what is the most important factor for your personnel to possess |
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Definition
| an attitude that motivates the employee to go the extra mile |
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Term
| in the supplemental reading about the graint hotel why did the hotel have to close |
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Definition
| they declared backruptcy and the courts decided they had to sell off their assets. |
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Term
| ganeen espoused intrapreneurship, what did he mean by that |
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Definition
| employees should show willingness to take risks within a company rather than start a new venture |
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Term
| according to mr. dickenson |
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Definition
| be fair with your employees and keep close tabs on the numbers |
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Term
| (t/f) harold ganeen believed that it is best for a company to stay within their area of experience rather than diversifying the parent company right out of business |
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Definition
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Term
| (t/f) a steward is a club manager who is hired to manage club operations, supervise employees, collect dues, and other revenues, and oversee club finances on behalf of club members and owners |
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Definition
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Term
| you notice that your net revenue per member is up from last month. what do you do |
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Definition
| figure out why this increase has happened (it may be something bad) |
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Term
| a clubs income and its number of members should |
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Definition
| trend upward in near proportion |
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Term
| you notice that the net revenue per member has been steadily decreasing over the past few months, what are the possible causes |
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Definition
| initiation fees have increased while the net operating income and the number of members has remained constant |
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Term
| the net margin of each revenue department contributes to the clubs overall budgeted figures |
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Definition
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Term
| the point of conducting margin analysis is to |
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Definition
| measure today's profits and compare them to the budgeted and previous years total |
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Term
| you discover that the cost of average payroll hour is under budget and over the industry average. what should you do |
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Definition
| you should dig further to find out why your budget is set high and your wages exceed the industry average |
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Term
| your total a la carte sales for the week is 20,000 and your number of a la carte covers is 500 what is the average cover revenue for the week |
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Definition
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Term
| why is it important to monitor transactions at a club |
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Definition
| because although not the major source of income transactions do produce significant income for a club |
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Term
| key indicators of labor measure staff productivity |
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Definition
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Term
| where does the strength lie with key indicators |
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Definition
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Term
| harold ganeen writes about two important traits that a leader should have, what are they |
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Definition
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Term
| using key indicators to forecast the numbers for future periods help the manager |
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Definition
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Term
| pay attention to the _________ and the rest of your job will be easy |
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Definition
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Term
| You have recently taken over as manager of Starhaven Country Club. Since you understand the importance of managing by the numbers, you ask to see the financial statements for the past year. You note that the Net Revenue per Member (Net Operating Income minus Initiation Fees divided by the Number of Members) for last month was $2200. This month the NOI was $460,000 and the Initiation Fees for the month were $4,000. You note that you now have 250 members. How does this month's Net Revenue per Member compare to last month's? |
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Definition
| $460,000-$4,000/250 = $1,824 which is less than last month. |
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Term
| one of the five key indicators mentioned in the notes is transactions. what is it that transactions measure |
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Definition
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Term
| The concept of "Steward", as applied to a club manager, means that the manager has been hired to manage the club operations, supervise employees, collect club dues and other revenues, and oversee club finances on behalf of the club members and owners. |
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Definition
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Term
| You notice that your club's membership has been steadily on the decline over the past few months and you're anxious to check the attrition rate for the last month. You note that last month you gained 40 new members and lost 25 members. What is the net attrition for last month? |
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Definition
| You actually have a net enrollment of 15, not a net attrition. |
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Term
| As the new manager, the next thing you want to conduct is some margin analysis. You wish to begin by calculating the Gross Profit Margin. You know that is found by dividing the Net Income by Gross Revenues and then multiplying that figure by 100. If your Net Income is $7,850 and your Gros Revenues are $90,375, what is your Gros Profit Margin? |
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Definition
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Term
| There are many places you might want to offer casual dining and bar service in a private club, but a men's locker room, repeat with the odor of smelly socks, would not be one of them! |
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Definition
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Term
| The chef who manages the kitchen of a typical 1,000-member country club is likely to be preparing: |
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Definition
| food for fine dining, casual dining, snacking, and catered affairs |
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Term
| When managing the F&B for a private club, all food must be available any way it is requested, any place, any time. |
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Definition
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Term
| We hear that reducing turnover should always be our goal when managing employees. Below are some problems you might encounter when turnover is low. Which one is actually a benefit of a low turnover rate? |
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Definition
| Employees become too familiar with the club and its policies |
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Term
| In a private club, it is typical that the formal dining room, casual dining room, and snack bar maintain identical hours of operation each week. |
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Definition
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Term
| Why might a private club decide to set F&B prices below those charged at comparable facilities in the area? |
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Definition
| The hope is that the low prices will attract and keep new members and that the cost can be made up through other income flows (dues, guest fees, etc.) |
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Term
| Why can't a private club expect to have the cover counts and gain the revenue streams found in a similar, yet public, restaurant? |
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Definition
| Because the private club has an upper limit to the number of potential customers based on the membership level. |
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Term
| It is Membership's job to attract new members and the Food and Beverage Department's job to help retain the current members. |
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Definition
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Term
| Food and Beverage managers would rather manage the facilities on their own and not be bothered with committee input. |
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Definition
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Term
| We have already seen that one objective of setting a menu is to attract new and retain existing members. What is the other objective listed for setting a menu? |
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Definition
| Service the member's needs while they are using other club amenities (golf, games, etc.) |
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Term
| When proceeding through the Menu Engineering Process, you ultimately must focus on three elements: |
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Definition
| Customer Demand, Menu Mix, and Contribution Margin. |
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Term
| Before you revise a menu, what two steps should you follow? |
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Definition
| Analyze the current menu to see how each item is selling and then check with your members and their guests (face-to-face, through surveys, or focus groups) to see what they especially like and do not like. |
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Term
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Definition
| cost by the number sold for an item |
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Term
| how do you figure out menu revenue |
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Definition
| multiply the item selling price by the number sold |
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Term
| how do you figure out menu contribution margin |
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Definition
| multiple item contribution margin by the number sold |
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Term
| You're now worried that the Veggie Burger may not be much of a profit-maker, so you decide to calculate its' Contribution Margin. You know that it costs you $4.67 to serve that burger. The menu price is $6.95. What is the Contribution Margin for the Veggie Burger? |
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Definition
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Term
| In calculating the Menu Cost, you must |
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Definition
| Multiply the Item Cost by the Number Sold. |
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Term
| In order to calculate the Average Contribution Margin for the entire Menu, you must |
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Definition
| Divide the Total Menu Contribution Margin by the Total Menu Mix |
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Term
| When analyzing a menu, look at all competing categories (desserts, entrees, etc.) together in order to get a clear picture of the overall success of the menu. |
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Definition
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Term
| To your surprise, the veggie burger seems to be one of your most popular items. Of the 785 items you sold for lunch today, 157 of them were veggie burgers. What was the Menu Mix for those burgers today? |
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Definition
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Term
| When determining the menu food cost for a hamburger you should |
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Definition
| Consider the cost of all the ingredients of the listed menu item, but also consider all supplementary items that are included with the order like french fries, pickles, and coleslaw. |
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Term
| You calculate the Menu Contribution Margin so you can |
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Definition
| see how changes made to the current menu affect your bottom line |
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Term
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Definition
| your most popular, most profitable items and you should treasure them. |
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Term
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Definition
| These are popular menu items that are not contributing much to the bottom line |
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Term
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Definition
| a high contribution margin, but are not very popular with your customers |
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Term
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Definition
| Unprofitable and unpopular, these items are in the most trouble |
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Term
| What action(s) might you take to improve the situation of a menu item categorized as a Plowhorse? |
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Definition
| Decrease portion size to help control costs. |
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Term
| Using the formula for the "Seventy Percent Menu Mix Hurdle Rate", what would the Hurdle Rate be for a menu category that contained 8 items? |
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Definition
| That would be 100% divided by 8 times 70% or 8.75%. |
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Term
| In order for the Menu Item Contribution Margin to be considered LOW, the Contribution Margin must be |
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Definition
| less than the Average Contribution Margin. |
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Term
| In our class example, the Fruit Salad was categorized as a Puzzle. How might you change that into a Star? |
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Definition
| All of the above are possible strategies to increase the Menu Mix for the fruit salad. |
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Term
| You learn that one of your employees is seeing a psychiatrist to treat a mental illness. You worry about the safety of your guests and members. Since this employee has received mid-range evaluations for the last 5 years, you feel legally justified to fire him. Were you acting within your legal rights? |
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Definition
| No, because mental illness is a disability that is protected under the law. |
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Term
| It is legally permissible to decline to hire someone who has stated an intent to organize a union during a job interview. |
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Definition
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Term
| Texas is an "employment at will state." Employment at will means that you can fire an employee for any reason. |
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Definition
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Term
| It is advisable that female managers never be alone with younger male employees. |
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Definition
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Term
| Terry Taylor reiterates what we learned in the hiring lesson: we should "hire tough" and "manage easy". What does he mean by that? |
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Definition
| Be carefully selective about whom you select so that the task of managing later will be an easy one. |
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Term
| One of your female bartenders has just mentioned to you that one of the Board members touches her inappropriately when ordering drinks. What should you, as the manager, do about this situation? |
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Definition
| Try to observe the conduct and then meet with the Board member privately |
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Term
| You have contracted with a cleaning crew to clean your buildings, inside and out. The contract that you have with them says that they are responsible for all of their actions. You just got a visit from an Enviornmental Protection Agent whos says that they are improperly using toxic chemicals. What should you do? |
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Definition
| Set up an appointment with the agent, a representative from the cleaning company, and yourself to iron out the situation together. |
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Term
| One of the owners of a home on your 5th hole returns home to find one of her windows broken, and a golf ball lying amongst the broken glass. The ball has the initials GLH imprinted on it. She comes to you seeking reparation of the window. What should you do? |
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Definition
| Offer to help her locate the golfer who is responsible for the damage. |
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Term
| While dining at one of your catered lunches, several of the guests become sick to their stomachs. What should you do? |
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Definition
| See to their comfort and call ambulances is that is what they want, even if that might appear as though you are admitting responsibility. |
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Term
| An older male club manager employs a female college intern to do miscellaneous jobs around the club. The intern is very aggressive, often admiring the clothes of the club manager and touching him on the shoulder or arm when they are talking. |
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Definition
| Discuss workplace conduct with the intern and place her on probation |
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Term
| Your club hosts a charity function. Some of the guests report illness and suggest their illness was from food poisoning. Several guests sought medical treatment and that treatment was compatible with treatment for food poisoning. |
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Definition
| Call the victims and offer assistance on the payment of medical bills |
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Term
| A Member of your Club has been getting a little too loose with his language when addressing a server. She has brushed off his comments in a friendly manner. Over time, the Club member has moved from these comments to an occasional pat or other light touch and the server has said nothing. Finally, the server complained to you about this Member's behavior. |
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Definition
| Start disciplinary proceedings against the Member |
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Term
| Every Thursday night, the men s grill hosts a social, small stakes poker game. Just by chance, the district attorney happens to be attending the benefit that the club is hosting. He wanders into the grill by mistake. The bartender mentions it to you the next day. |
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Definition
| Call the Liquor Control Board |
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Term
| You have decided that one of your employees just cannot perform to the level that you require. You have documented problems of absenteeism, tardiness and lack of attention to detail and have set up a meeting to terminate the employee. At the beginning of the meeting, before you terminate him, the employee mentions that he has a drinking problem. |
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Definition
| Note the problem in his file and terminate him |
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Term
| You are contacted by a state government official about the improper disposal of some grease that you had hauled away by a reputable waste handler. You have a written contract with the waste handler stating the waste handler assumes all responsibility for proper disposal. |
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Definition
| Set up a meeting with your lawyer, the waste handler and government employee. |
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Term
| Your club is within a residential area and several golf holes are adjacent to homes. One day an older woman is in her yard and is struck by an errant golf ball. She contacts the club demanding payment for medical treatment. |
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Definition
| Look at the tee sheets and try to determine which golfers might have been responsible and have her contact them. |
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Term
| A problem employee happens to be a member of a protected class. He injures himself, again, in a way that you think demonstrates that he was goofing around. You have had enough! |
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Definition
| Arrange for him to receive proper medical attention, then do nothing |
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Term
| Your Club is non-union. A job applicant states in an interview that he or she wants to work for your Club in order to organize a union among your workers. |
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Definition
| Consider the person for the position the same as everyone else, not taking into account this statement. |
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Term
| When you read the Standards of Operations Manual for Club Corp of America, you'll recall that they said these standards represented the: |
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Definition
| Minimum expectations for how to operate |
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Term
| Establishing standards of operation at your club or resort could help you to: |
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Definition
| Achieve a standard outcome |
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Term
| Standards of Operation Manuals exist for 2 reasons. One is to position the standards in terms of the club's mission and primary objectives. What is the other reason? |
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Definition
| Communicate the standards to the employees as to their responsibilities |
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Term
| In the last audio recording, I go into the detail involved in two server processes. What are they? |
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Definition
| Coffee service and servers' side towels |
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Term
| There are five steps involved in developing a standard of operation. What is the first vital step? |
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Definition
| Get feedback from members and guests as they are the ones that you are trying to please. |
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Term
| When we talk about the Purpose of a standard, what question must we ask ourselves? |
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Definition
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Term
| Standards provide managers with measurable behavioral objectives. |
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Definition
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Term
| Standards are tools for several management tasks. For which of the following would standards be useful? |
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Definition
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Term
| When "Managing by Standards" is part of the corporate culture, everyone in the organization will be involved in the management effort. |
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Definition
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Term
| The role of Standards of Operation is to allow the employee to understand the big picture when delivering a product or service. |
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Definition
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Term
| Standards of Operation can be used as management tools for things like job design, training, cost control, etc. because they |
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Definition
| provide managers with measurable behavioral objectives |
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Term
| When you have multiple operations, people expect a consistent level of quality from location to location. |
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Definition
|
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Term
| A Standards of Operations Manual serves two purposes. The first is that it communicates to the employee what is expected in terms of a standard. The second purpose is that it |
|
Definition
| positions the standards in terms of the club's mission and primary objectives |
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Term
| There are basically 5 steps involved in developing a standard. The very important first step is to get feedback from the |
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Definition
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