HF100 Quiz 2 (2nd half of semester)

Definition of Sustainability

According to the World Commission on Environment and Development, WCED sustainable development is defined as an effort “that meets the needs of the present without compromising the ability of future generations to meet their own needs”

Planning a green event

• partner with venues with: LEED platinum, LEED Goldd, LEED Silver, Certified Passive House Hotels

• reusable and recyclable consumer goods

• eliminate single-use plastic

• free of polystyrene products

• 100% recyclable + chlorine free paper towels

• hotel roomsL biodegradable packaging, reusable dishes, natural fiber sheets

• efficient irrigation systems

• indigenous landscaping

• low flow plumbing fixtures

• cooling tower management standards

• in-room and back-of-house waste sorting and diversion

• independent water filtration systems that purify + bottle own water

energy efficiency

• Enhanced energy management controls

• Variable speed drives on mechanical systems

• Infrared HVAC systems that operate based on occupancy

• Guest access to electric car charging stations

• Energy efficient light

• Energy-efficient certified kitchen equipment:

  • Energy efficient ice machines that use only half the energy of the
    standard model to run

  • Energy efficient gas ranges, broilers + stoves which allow for
    more accurate heat delivery

  • Energy efficient food warming cabinets in kitchens

  • Low spray valves in kitchen sinks to promote water conservation

Conventions CARE

• “Community Assistance by Responsible Events”

• collects clean, usable, non perishable donations from exhibitors & event planners to deliver to nonprofits around Boston

  • collects & distributes ~40tons annually

NZCE: Net-Zero Carbon Events initiative Materials Library

• provide industry with catalog of most common materials in exhibition space with equivalent carbon generated to manufacture those materials

• “go-to document”

• working with international federation of exhibition & event services

Notable sustainable buildings

• Hotel marcel certified passive house hotel

• BU CDS is LEED Platinum, largest fossil fuel-free building

Planning Green Event: Food & beverage

• on-site composting & organic gardens

• locally sourced menu items

• compost collection bins around event space for attendees

• cooking oil → biodisel through transesterification

• food waste digesters using microorganisms

• benefits of buying local

  • preserves small farm land

  • protects local land & wildlife

  • reducing food miles

  • fresher produce local workforce

less obvious green intiiatives

• reusing banners, signage, badge holders, landyards

• biodegradable packaging and corn-based compostable cups and utensils

• plant based straws

• rethink swag bacg

• recycled paper or plantable product iniviations

• donate leftover food

• event rental supplies

• hydrogen powered aircrafts

• carbon offsetting

• compost flowers

• repurpose flowers

• flowers

  • support local

  • agrochemicals to grow flowers polutte air

  • compost flowers appropriately

Transformation Economy can push experience economy

• agrarian: focus on raw materials & cultivation of land

• industrial: emphasis on tangible goods & mass production

• service: intangible services

• experience: crafting memorable experiences for customers

• transformation: facilitating self-fulfillment and personal growth 

What is transformation economy

• experiences that lead to self actualization + optimization

• recreation that promises a personal transformation whether physical, professional, mental, or spiritual

• cannot be franchised or “one size fits all” — relies on two things:

  • active & interested consumer

  • awareness-driven willngness of brand to adapt to client and be part of shift

drivers of transformation economy

• consumer demand

• technoogical advancements

• shifts in values

• rise of experiential spending

how does transformation economy influence event professionals

• personalizing experiences

• creating safe & welcoming atmosphere

• hiring keynote speaker with message of self actualization

• community building + CSR

• element of surprise

how hotels & resorts create transformative experiences

• shifts from service to transformation: life-enrichin experiences

• focus on wellbeing and wellness: incorporating health progreams, mental wellness & lifestyle improvements into stays

• experiential offerings: luxury to eco-conscious, experiences resonating on personal level

wellness tourism & transformation travel

• definition: travel that focuses on health & wellness, encouraging personal growth and transformation

• popular programs: yoga retreats, mindfulness workshops, fitness boot camps

• aman resorts, six senses, canyon ranch

personalized guest experiences

• customization of offerings: tailoring stays based on guest goals, preferences, and wellness aspirations 

• digital enhancements: apps & online platforms allowing guests to customize experience pre-arrivial

• examples: marriot bonvoy app allowing custom room choices, hyatt’s find platform offering wellness experiences

Managed services

consists of all foodservice operations managed by 3rd party operations: airlines, military, elementary & secondary schools, colleges & universities, healthcare, business & industry, leisure & recreation, conference centers, events, airports, travel plazas, and prizons

those companies & organizations must decide if they want to operate foodservice themselves or contract out to managed foodservice company

must meed needs of both guest & client. Typically housed in “host” organizations that do not have foodservice as primnary business. Usually prepares food in large quantities.

scope of industry — managed services

• over 8- countries

• billions of meals annually

• $200billion industry

• 3 players:

  • Compass Group (UK) — operatesin 45+ countries

  • Sodexo (france) — known for sustainability

  • aramark (USA) — north america

  • others; Elior Group, Delaware North

Managed services other responsibilities

• employee relations

• HR management

• finance/budgeting

• safety administration

• safety budgeting

• food production/service

• sanitation/foodborne illness prevention

• purchasing/recruiting

• training/development

market sectors of managed services

• education

  • National School Lunch Act

  • challenge to balance nutrition with foods liked by students

  • creating custom programs in elementary & secondary schools

  • pre-paid credit plan for colleges & universities

• healthcare

  • must meet needs of clientele with special needs, needing innovation

  • quick-service chains entered

• business & industry

  • contractors — operate food service for clients on contractual basis

  • self-operators — company operates own foodservice

  • liaison personnel — responsible for translating corporate philosophy to contractor & overseeing contractor

• defense & government

• sports & leisure

  • airport — food able to withstand transporation conditions & extended holding times + meal must be appealing & able to fit in limited spacesaurants

  • stadium with concessionaires, vendosrs, restaurants. All services going to serve over 70k fans

physiological impacts of color in events

• sensory design matters because… sets mood & atmosphere, influences emotions & behaviors, enhances memory & engagement. 

• light, color, music

• psychology of color: trigger emotional & physiological responses + cultural variations in color perceptions

• physiological impacts:

  • red → increases HR and energy, improve memory & enhance vigilance

  • blue → lowers stress & promotes calmness

  • yellow → boosts mood & creativity

  • green → creates balance & harmony, requires no eye adjustments, relaxes body

  • purple → encourages introspection & contemplation

  • orange → happiness,e tnhusiasm, creativity

• strategic use: branding, themes, lighting design

role of music in event planning

• affects brain’s limbic system + tempo, rhythm & pitch influences modo & energy

• fast-paced → energy & excitement

• slow tempo → relaxation & intimacy

• genre-specific effects → classical (focus), upbeat pop (happiness) 

• practical applications: ceremonies, parties, background 

measuring success

• surveys on guest feedback regarding ambience

• observations of guest behavior

• metrics like time spent and engagement levels

role of technology in restaurants & events

• increased efficiency & automation

• enhanced customer experiences

• improved business management

• adoption of cutting-edge technologies in every aspect of dining & event engagement

• holograms, real-time behavior analytics, AI-powerec content, attendance through chatbots for Q&A, AI matchmaking, pedictive analyctics, workflow automation

examples of tech & AI in hospitality

• Yelp rolled out “Yelp Host/Receptionist” to answer calls, take reservations, manage waitlists & update guests

• voice AI for drive-thru and phone ordering

• Toast IQ, conversational AI assistant drawing on real-time and hisotrical data for menu insights & staffing suggestions

• forecast demand on variables to generate optimized staffing schedules

• AI to help decide which dishes to promote, phase out, price, etc.

• AI to monitor kitchen equipment, predict failures, etc

• self ordering systems

• contactless payments

• AI driven personalization

• automated or AI powerd cooking equipment

• digital menu boards

• online reservations & waitlist management

• third-party delivery apps

• inhouse delivery management software

• ghost kitchens

• AR menus and VR dining

5 Gap Model of Service Quality

• Knowledge Gap

  • definition — difference between customer expectations & managements’ perception of those expectations

  • cause — management doesn’t understand customer wants

  • example — restaurant assumes customer wants faster service but customers want quality of food more

• Policy Gap

  • definiton — management’s perception of cutomer expectation & service standards

  • cause — even if understand customer wants, management may fail to translate into appropriate policies or standards

  • example — hotel may expect cleanliness, not set high enough cleanliness

• Delivery Gap

  • definition — established service standards & actual service delivered

  • example — retail store standard for staff friendliness but actual employees not behaving friendly

• Communication Gap

  • definition — what company promises in commpucation & what is delivered

  • cause — marketing team promising more than servicing team can deliver

  • example — bank with 24/7 support mentioned but the support is slow or unavailable

• Perception Gap

  • definition — difference between what customers expect & what they perceive

  • cause — customers misunderstand service received

  • example — customer might expect fast service in coffee shop due to premium price