More than $500 billion is wagered each year.

Only $4.8 billion is won.

1. Title of position
2. Whom to report to
3. Work to be performed
4. Education skills needed
5. Physical requirements

1. Receiving and processing applications
2. Interviewing applicants
3. Evaluating applicants
4. Checking references
5. Hiring the selected person

1. Product- what you sell
2. Place- location
3. Price- buy only if customer perceives it as good value
4. Promotion- communicating info about the product  Ex: Advertising
5. Partnership- 2 or more companies have a marketing campaign Ex: Fly American Airlines to Disney World
6. Packaging- 2 or more items for the price of 1. Ex: all inclusive
7. Programming- companies that offer a set of scheduled items for their guests
8. People- it's a people business!

• Situation analysis
• SWOT
• Marketplace analysis (other businesses)
• Competition analysis
• Internal analysis
• Target market audience profile
• Problems and opportunities
• Objectives
• Strategies, tactics and controls

• Used in house by front of the house employees to sell more
• Directed towards individual guests
• Ex: Suggest high price desserts

• Rarely done by restaurants
• Lodging, however hire sales managers
• Requires salesperson to go outside property to generate group sales

• used to increase sales
• coupons, contests, packages
• gift certificates, discounting

• Fostering a good relationship with the public
• Charitable events, fund raising, sponsoring local sports team

• editorial coverage in the media
• a property must do something to get in the news
• Ex: celebrating a grand opening
• Ex: fire, bomb threat

• Both offer perishable products
• Both experience mergers
• Ex: Frequent Flyer Programs- Frequent guest stay programs
• Ex: Advanced purchase discount

• don't lie about anything

• Alcohol/drug testing
• employee abuse of alcohol/drugs
• environmental
• employee privacy rights
• over booking
• AIDS/HIV
• Truth-in-menu laws
• advertising claims
• sanitation
• discrimination
• sexual harassment

• GM and employees can follow and make decisions
• should reflect the company's mission

1. Is it legal?
2. Is it balanced? (fair) Promote win-win relationship
3. How will it make me feel about myself? Proud? What if my family found out? 

• Put in lap immediately or server will do it for you
• don't wipe, only blot
• leave in middle- put on left of plate; at the end wait for host to put on table

Serving food, drinks:

Clearing table:

Food- served from left side

drinks- served from the right

soiled dishes- cleared from the right

Beer (4-16% alcohol)

and wine (12-14%)

Liquor (spirits) 12-55% alcohol

liqueurs: cordials (after dinner drinks or used with desserts)

in the US: named after the grape variety

ex: chardonnay and cabernet

in Europe: named after the region of origin

ex: chablis

contains carbon dioxide

ex: champaign

ex: sherries, ports

Brandy or wine added

flavored with herbs, roots, or flower

ex: aperitis, vermouths

• Scotch- popular during the prohibition
• Irish whiskey
• Bourbon whiskey- first used as medicine (ex: jack danials, jim bean, so-co
• Canadian whiskey

• Gin- forms base of many cocktails
• Rum- light comes from sugar cane, dark comes from molasses
• Tequila- white, silver, or gold (made from a cactus, made around the town of Tequila, Mexico
• Vodka- lacks color, odor and flavor (mixed drinks)

• Neat, unmixed, straight, shot
• Rocks (ice)
• Mixed (water, club soda, juices)

1. Electronic liquor dispenser (ELD)- dispenses an exact measure of liquor into each glass
2. Free pouring or hand measuring- use a jigger or shot glass

not pasturized

36-38

1. WEATHER!-If it rains or is cold- nobody will come. Many open just in the summer time
2. Repeat customers
3. Transportation

• maps and pictures
• food/drinks (HIGH prices)
• different types of restaurants and kiosks
• lockers/locker rooms for changing
• restrooms
• places to sit with shade
• games to play
• shows to watch
• gift shops

1. Walt Disney World, Florida
2. Tokyo Disneyland, Japan
3. Disneyland, California
4. Euro Disneyland, France
5. Universal Studios, Florida
6. Blackpod Pleasure Beach, England

• food and beverage services
• merchandising

• security/maintenance
• set design and show technicians
• accounting management
• first aid station

• Ensure premium players are treated properly
• pick up at airport
• get show tickets
• get everything!

• in charge of all tables of a certain game (blackjack, roulette, craps)
• do work schedules and supervise floorpersons

• in charge of 2-4 tables
• they rate the player- look at the amount of each bet
• if rated high, get comps
• handle minor disputes

• Some people see gaming as a form of entertainment
• compulsive gambling
• increase in crime
• hurts the poor
• hurts other businesses