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Review Prelims > AOM (Chapter 2) > Flashcards

AOM (Chapter 2) Flashcards

1
Q

meets the growing demands of the tourist.

A

Global Hotelier

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2
Q

Basic Competencies of a Global Hoteliers

A

1.Self Management Competency
2. Communication Competency
3. Multicultural Competency
4. Teamwork Competency

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3
Q

Self Management Competency

A

a. Self-awareness and development
B. Balanced Work-life
C. Integrity
D. Ethical
E. Personal drive and resilience

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4
Q

This refers to the hotelier ‘s consciousness of this role in the hotel, and its connections to career and personal enhancement

A

Self-awareness and development

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5
Q

Hotelier should have a balanced work life in order to cope with stress. Stress can be unhealthy contributor to both personal and career growth of an individual.

A

Balanced Work-life

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6
Q

Show a high persona of integrity gained through mutual respect, honesty, truthfulness, maintaining honor and keeping their word.

A

Integrity

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7
Q

The hotelier should be ethical which can be referred to as principles that define behavior as right good and proper

A

Ethical

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8
Q

Motivate oneself and be productive. Be resilient in any situation.

A

Personal drive and resilience

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9
Q

Communicates effectively
Multi-lingual communication

A

Communication Competency

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10
Q

-Working effectively with different cultures
-Consciousness on non verbal communication elements with different cultures.
-Understand culture and backgrounds – Understand the universal verbal and non-verbal communication

A

Multi-cultural competency

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11
Q

-Promotes healthy working environment
-Collaboration and sharing of information

A

Teamwork Competency

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12
Q

Competencies for Hotel Managers

A
  1. Human Relations Competencies
  2. Strategic Competencies
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13
Q

-Know how to coach, counsel, and facilitate
-Mentoring, coaching, and counseling would create to human relations competencies

A

Human Relations Competencies

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14
Q

-Underlying knowledge and understanding of the organization and the industry
-Give an objective approach
-Managers must have a future outlook for the hotel business. Able to see and analyze market trends, cope up with the changing hotel industry landscape, and provide strong business decisions that will produce high impact on the hotel’ bottomline

A

Strategic Competencies

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15
Q

Technology driven
Value for money
Detailed oriented
Growing youth segment

A

The Global Traveler

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16
Q

-It refers to the basic product and services offered by the hotel. This may include the total number of rooms, inside and outside facilities and services, amenities provided, rates, vision, mission, and sister properties of the hotel.
-Basic product knowledge includes revenue and cost centers, the hotel operating cycle and guest room types.

A

PRODUCT KNOWLEDGE

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17
Q

Revenue Centers

A

Rooms Division
Food and Beverage Department
Sales Department
Other FOH department

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18
Q

Cost Centers

A

Marketing Department
Engineering department
Accounting department
Human resources department
Security Department
Administration/executive office
Purchasing department

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19
Q

These are the income-generating departments of the hotel.
They usually have direct hotel guest contact and are called
“ Front of the House” and also called “the nerve of the hotel”.

A

Revenue Centers

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20
Q

provide technical support to the income-generating departments, most of these departments have little exposure in terms of guest contacts and are usually located at the “Back of the House” or “Heart of the House”

A

Cost Centers

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21
Q

comprises the Front Office, Concierge, Porter and Housekeeping team.

A

Rooms Department/ Division-

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22
Q

comprises the outlets, room service, and banquet teams.

A

Food and Beverage Department

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23
Q

includes fitness and recreation facilities and other income-generating units not associated with rooms, sales and food &beverage.

A

Other Departments

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24
Q

in charge of creating promotional activities for the hotel

A

Marketing Department

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25
Q

in charge of preventive maintenance management of the rooms and facilities of the hotel.

A

Engineering Department

26
Q

in charge of the billings of the guests and revenue and cost monitoring.

A

Accounting Department

27
Q

recruits, selects, orients, trains, and discipline all hotel employees.

A

Human Resources

28
Q

takes care of the safety of all the people in the hotel and responds to all cases of threats and emergencies.

A

Security

29
Q

room and F&B sales teams, responsible for saturating markets for clients for room occupancy, and for functions and events to be held in the hotel.

A

Sales Department

30
Q

the office of the hotel’s general manager.

A

Administration or Executive Office

31
Q

is in charge of different processes designed to provide guests with a quality stay experience. Explore the functions and departments of the rooms division, including the front desk, reservations and concierge, housekeeping services, and security.

A

Rooms Division

32
Q

-maintains the appearance, sanitation and cleanliness of the hotel and its individual rooms. Members of the housekeeping department create a schedule for cleaning each room in between bookings, changing the linens, doing laundry, removing trash and dishes from rooms, making beds and restocking rooms with supplies to create a fresh, welcoming environment. Housekeeping employees pay attention to the small details of the hotel’s rooms, hallways and lobby areas to uphold a consistent aesthetic throughout the hotel. Common positions within the housekeeping department include:
-housekeeper
-floor supervisor
-deputy housekeeper
-linen room supervisor
-head housekeeper
-room attendant

A

Housekeeping Department

33
Q

is the first point of contact for the guests when they make a booking with the hotel. They also handle requests from current guests staying at the hotel when they require assistance.
The guest services department provides information to potential guests about prices of rooms at the hotel, schedules visits, welcomes guests when they arrive, activates their room keys and carries luggage to their rooms. Guest services employees also provide guests with information about hotel amenities and nearby activities that they can enjoy during their stay.

A

Front office department

34
Q

a key role in the hotel’s day-to-day operations. Fundamentally, their duties involve the high-quality serving of meals and drinks, combined with excellent customer service to create an unforgettable dining experience for guests.

A

Food and Beverage Department

35
Q

plans the menus for the meals and beverages that customers can order through room service, hotel restaurants, catering or on-site shops with pre-made meals.
Employees in the food preparation department manage kitchen inventory, prepare ingredients and cook meals to order. They also ensure that the kitchen is sanitary and meets all food safety regulations.

A

Food Preparation Department

36
Q

works to attract guests and sell the hotel’s services. Members of the sales and marketing team decide how to advertise the hotel’s offerings, such as speciality suites, amenities and upgrades.
These sales and marketing employees collect data about how the hotel’s customers spend money, then consider ways to bring in more income or attract a wider range of consumers. They determine the hotel’s target market and develop ad campaigns, promotions, discounts and membership programmes to develop lasting relationships with customers.

A

Sales and marketing

37
Q

coordinates supply needs throughout the hotel and processes inventory requests for all other departments.
They research potential suppliers, manage budgets, negotiate contracts and determine when to place orders for important supplies such as linens, uniforms, food, office supplies and hotel décor
Members of the purchasing department anticipate upcoming inventory requirements depending on seasonal demand and coordinate with other department leaders to order the appropriate amount of each item.

A

Purchasing

38
Q

Employees within hotel accounts departments can handle different kinds of transactions, including guest accounts, supplier payments, taxes, financing for expansions or financial analysis.
also known as the finance department or the credits department, oversees incoming and outgoing expenses for the hotel.
Members of the accounts division track financial transactions, including outstanding balances from guests and any unpaid invoices from business partners.
Working in the accounts department involves creating budgets, auditing ledgers, producing financial reports, sending invoices and developing systems for preventing financial issues

A

Accounting Department

39
Q

Guests expect hotels to provide them with a safe environment when enjoying their stay, so hotels typically have a security department.
offers protection for the hotel’s guests, the hotel employees and the hotel’s assets. Security professionals at a hotel patrol the hotel grounds to look for any suspicious activity or potential hazards.
verify that all individuals on the hotel premises are guests to create a secure environment. They respond to calls from guests or employees requesting assistance or reporting issues.

A

Security

40
Q

manages the function of the building and property. They work with issues such as plumbing, electrical systems, air conditioning and ventilation, landscaping and furniture repair.
Members of the maintenance team ensure that all fixtures, accommodations and equipment in a hotel function properly for guests to use. Employees in the maintenance department of a hotel often work closely with the housekeeping department.
If a housekeeper notices an issue in a room when cleaning, they report the problem to a maintenance technician who then makes the repair.

A

Maintenance And Engineering Department

41
Q

Pre-arrival
Arrival
In-Stay
Departure
Post Departure

A

The Hotel Operational Cycle

42
Q

Guest contact occurs prior to the guest’s arrival in the hotel.
Under this phase, the guest inquires and books a room or a banquet hall in the hotel.
The hotel personnel tries to impress the potential guest’s through product knowledge of the facilities and services of the hotel, and outstanding human relation and communication competencies

A

PRE-ARRIVAL PHASE:

43
Q

It includes: a. Room reservation b. Banquet reservation c. Answering the telephone d. Answering potential guest inquiries.

A

SAMPLE TASKS IN THE PRE-ARRIVAL PHASE

44
Q

The first guest contacts occurs in this phase. Here, guests are welcomed to the hotel. Most of the tasks in this phase are performed by the front office team. This phase is crucial as the hotel’s first impression is imprinted on the mind of the hotel guest. A disastrous first impression is hard to recover as guest will have a notion that all services will be bad from the start

A

ARRIVAL PHASE

45
Q

a. Guest pick-up at the airport b. Welcoming the guest c. Carrying the guest’s luggage d. Guest’s registration e. Escorting the guest in the room

A

SAMPLE TASK IN THE ARRIVAL PHASE INCLUDES

46
Q

This phase focuses on tasks performed in the entire duration of the guest’s stay. All services are performed to make the guest’s stay in the hotel highly satisfying. The hotel’s facilities are maintained and the guest’s room is well kept to ensure guest comfort and satisfaction during their stay in the hotel. Majority of the work are done by the housekeeping team.

A

IN-STAY (DURATION) PHASE

47
Q

Room cleaning
Turndown service
Accepting guest inquiries and request
Room service

A

SAMPLE TASKS IN IN-STAY(DURATION) PHASE:

48
Q

The hotels prepares all necessary requirements to a guest’s check-out from the property.
In this phase, all the guest’s requirements are settled prior to his/her departure.
The billing is double-checked for accuracy to avoid any guest complaints.
Future bookings are also asked.

A

DEPARTURE PHASE:

49
Q

Upon guest departure, the hotel’s check any lost items by the guest.
Then all the necessary guest preference during his/her stay is inputted in the Property Management System
This is also the phase where administrative work is done.

A

POST DEPARTURE PHASE:

50
Q

Guestrooms

A

Single Room
Double Room
Twin Room
Suite Room

51
Q

a room designed for a single traveler.

A

Single Room

52
Q

a room with two double beds with each bed usually measuring 54x75inches or 137x191cm

A

Double Room

53
Q

a room with 2 single beds with each bed usually measuring 39x75in or 97x191cm

A

Twin Room

54
Q

a complete room, usually with a foyer that connects to one or more bedrooms. Usually, these are the most expensive rooms in a hotel.

A

Suite Room

55
Q

Hotel as a Service provider

A

Banquet
Convention center
Restaurant
Secretarial service
Corporate service
Money Changers
Butler service
Valet service
Health club, sports and games

56
Q

TRENDS ON THE ACCOMMODATION SECTOR

A

Growth of Airbnb and homestays
Hotel technology
Continued rise in OTA
Bleisure Travel and hotel workspace
Holistic hospitality, health and well being
Artificial intelligence
Renewable energy
Deal Seekers

57
Q

is a plan that is added to a room rate for providing a room and meals to guests at a hotel. It is very important for travelers to select a meal plan after checking the room rate.

A

Meal Plan

58
Q

full pension or full board plan. Great for tourist visiting remote places where availability of food outside/ nearby or hygiene could be an issue
-Room including all meals

A

AP (American Plan)

59
Q

half pension or half board plan
-room including breakfast and any one meal

A

MAP (Modified American Plan)

60
Q

includes continental breakfast bread/butter, coffee and tea
-room including only breakfast

A

CP (Continental Plan)

61
Q

Option given to tourist trying local food and to save money as well. Free to try any restaurant available in the hotel
-only room (no any meals)

A

EP (European Plan)

62
Q

2 important players of hospitality industry

A

global hoteliers
global travelers

Review Prelims (5 decks)

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