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FINALS > FLO > Flashcards

FLO Flashcards

1
Q

THIS A INCOME GENERATING DEPARTMENTS OF THE HOTEL

A

REVENUE CENTER

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2
Q

THESE DEPT. USUALLY HAVE DIRECT CONTACT WITH HOTEL GUEST AND ARE CALLED “ FRONT OF THE HOUSE “

A

REVENUE CENTER

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3
Q

THE MOST COMMON REVENUE CENTER OF A HOTELOR RESORT BUSINESS IS THE

A

SALES AND MARKETING DEPARTMENT

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4
Q

These centers are usually filled with expenses that are necessary in operating a business.

A

Cost centers

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5
Q

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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6
Q

give the key activities of front desk team

A

reservation
concierge
revenue mangement
guest service

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7
Q

itn is one of the most important departments in the hotel. It provides first impression

A

front office

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8
Q

They are the ones who answer queries regarding
reservation
and assist with booking reservations of guests. They should know all the details of the hotel’s rates as well as its amenities and promo offerings.

A

Reservation -

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9
Q

They facilitate guests’ special requests during stay. They are responsible for overseeing that all requests are fulfilled and properly documented.

A

Concierge -

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10
Q
  • They are also responsible in managing revenue in terms of facilitating the maximization of rooms to maximize profits.
A

Management of Revenue

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11
Q

They are the ones who welcome the guests and assign personnel that will assist them to their rooms.

A

Guest Service -

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12
Q

is one of the largest departments in the hotel.

A

housekeeping department

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13
Q

It is considered as the heart of the operation of the hotel. It is responsible for the maintenance, care, and upkeep of all guests’ rooms and public areas.

A

housekeeping department

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14
Q

give the major Activities or Housekeeping Department

A

Room Cleaning/Housekeeping
Laundry Department
Minibar Department
Public Areas

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15
Q

is a sign that means guests are requesting their rooms to be made up or cleaned.

A

The “early make up”

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16
Q

______ rooms are designated for guests with particular needs or restrictions.

A

Blocked

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17
Q

Rooms that guests requested not to clean are called

A

no service rooms.

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18
Q

__________ rooms that are vacant and unclean should be blocked for prospective guests by the front office personnel.

A

Checked-out

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19
Q

_________ rooms are guest rooms that have had their checkout time extended at the request of the guests.

A

Late checkout

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20
Q

Rooms marked as ___________are not to be cleaned unless the guests
specifically request it.

A

Do Not Disturb (DND)

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21
Q

means
encouraging or convincing guests to buy an additional food or beverage item to go with their orders.
Example:
Suggest coffee or tea when a guest orders a dessert.

A

Suggestive selling

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22
Q

means recommending a better quality and possibly more expensive food item in place of what the guest ordered.

A

Upselling

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23
Q

american table service is also known as

A

blue plated service

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24
Q

______table service is commonly used in exclusive clubs, hotels, and upscale restaurants. It is the most formal and elaborate of all the types of table services.

A

French table service

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25
Q

It is similar to a cash register.
It adds up guest charges, prints bills, and interfaces.
It has two parts-hardware and software- that allow restaurant servers to key in the order of the guests after the server has taken down the guests’ order.
There are different types of POS: manual, electronic, and computerized. A lodging property can choose from any of these types.

A

Point-of-Sale (POS) Equipment

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26
Q

give the different types of table service

A

american
french
russian
buffet

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27
Q

_____ service is often used in banquets and in some restaurants.
a.Guests get their plates, utensils, and napkins from the buffet table.
b.Guests choose the food they like from a selection of food on a buffet table.
C.Guests serve themselves of their choices from the buffet table or they may be served by food servers standing behind the table.

A

Buffet

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28
Q

_______table service shares similarities with the American and French table services.

A

Russian table service s

29
Q

Most fine dining restaurants follow the _______in their kitchens. Members of this group are, more often than not, graduates of culinary schools.

A

French Kitchen Brigade

30
Q

Executive chef, also known as the c_______, is the overall person-in-charge of the kitchen.

A

chef de cuisine

31
Q

His/Her major responsibilities include:

designing and creating the menu;
managing the kitchen crew or workforce; and
performing other tasks related to the strategic aspect of the business.

A

Executive chef or chef de cuisine

32
Q

______is the executive chef’s direct assistant. He/She is second-in-command and takes responsibility for kitchen operations when the executive chef is not around.

A

Sous-chef

33
Q

the overall person-in-charge of the kitchen.

A

Executive chef,chef de cuisine

34
Q

This is responsible for:

scheduling of the kitchen staff;
giving needed assistance to the chef de partie or station chef; and performing the duties of the chef de partie in case he/she is not available.

A

Sous-chef

35
Q

Chef de partie, also called the __________, is the person-in-charge of a particular area of food production that prepares and specializes in particular food products. There are usually several station chefs especially in big food and beverage operations like in large hotels.

A

station chef or line cook

36
Q

-occupies the highest position in the station; in charge of the preparation of all sautéed items and their sauces

A

sauté chef

36
Q

person-in-charge of a particular area of food production that prepares and specializes in particular food products.

A

Chef de partie,station chef

37
Q

(Poissonnier) - in charge of fish and other seafood

A

fish Chef

38
Q

(Poissonnier)

A

fish Chef

39
Q
  • in charge of all roasted, braised, grilled, and fried food items and their accompanying gravies or sauces
A

Roast Chef

40
Q

(Rotisseur)

A

Roast Chef

41
Q
  • in charge of the preparation of hot appetizers, soups, vegetables, starches, and pastas
A

Vedgetable Chef

42
Q

(Entremetier)

A

Vedgetable Chef

43
Q

in charge of preparing cold foods, which include cold appetizers, salads, and other charcuterie items like salami, sausages, or prosciutto

A

cold Foods Chef

44
Q

(Garde-Manger)

A

cold Foods Chef

45
Q

) - butchers meat, poultry, and sometimes even fish

A

Butcher

46
Q

(Boucher)

A

Butcher

47
Q
  • prepares desserts like cakes, pastries, and other meal-end sweets
A

Pastry Chef

48
Q

(Patisserie)

A

Pastry Chef

49
Q

(Saucier) -

A

sauté chef

50
Q

is the top person in charge of the dining room. He/She does the following:
supervises the dining room personnel
takes guest reservations welcomes guests and assigns seats to them
presents the menu to guests
resolves clients’ problems and complaints

A

Maitre d’hotel

51
Q

Dining room captain, also known as c_______, is usually the most senior
among the food servers. He/She does the following:
leads guests to their seats takes the guests’ orders

A

chef de rang,

52
Q

s usually the most senior
among the food servers. He/She does the following:
leads guests to their seats takes the guests’ orders

A

Dining room captain, also known as chef de rang,

53
Q

Commils de rang. also known as the _________, performs minor task

A

abck water or busboy

54
Q

back water or busboy,

A

Commils de rang.

55
Q

He/She is in charge of all areas of the hotel’s operations, including dayto day staff management and guests. In order to promote the hotel’s service culture, optimized operations, and guest pleasure, he/she must provide. leadership and
strategic planning to all departments.

A

General Manager

56
Q

His Her job is to supervise and manage salespeople and reservations in off to maximize income, promotional coverage, and marketing opportunities. To design strategies that will increase revenue and market share, the manager of sales and marketing should collaborate closely with the revenue management and marketing units.

A

Sales and Marketing Manager

57
Q

He/She is in charge of growing and maintaining business through proactive direct sales, marketing, telemarketing, direct mail, appointment calls, and hotel fours. A____________responsibilities also include developing strategies and processes for hotels to produce measurable sales revenue, identifying areas of potential in performance, and recommending tools and sales training to maximize sales team performance.

A

Room Sales Manager

58
Q

sales and Marketing Characteristics
* - Together with selling the room, the total experience of staying in a hotel is also promoted.

  • This refers to “unsold” rooms. To make up for lost opportunities, hotels collect charges for no-show and late cancellations of reservations.
    • Hotels exist to satisfy, if not exceed, clients’ expectations.
      The quality of service offered by hotels must consistently be exemplary for the account executives to be able to sell the hotel with great ease.
A

1- Selling Experience
2-Opportunity Cost
3.Service Consistency

59
Q

give the room cost

A

labor
cleaning supplies
laundry expense
utilities

60
Q

forms of settelement

A

pre payment
advance deposit
credit cards
send bill arrangement

61
Q

refers to the full cost or price of the hotel room without any discounts, freebies, or promotions. Most of the time, hotels deal with customers with whom they know will have the capacity or ability to pay the full price. Therefore, they tend to offer rack rates on several guests.

A

Rack rate

62
Q

_____ are prices that are in conjunction with other promotions. is offered by the hotel operators to people or guests who frequently visit and avail services of the hotel. This is to encourage guests to refer the hotel to their acquaintances, members, and family.

A

Reward rates

63
Q

_________are room prices that offer discounts or promotions on corporate outings or commercial transactions with an assumption that they will continue their ties with the hotel. Most of the time, they offer bulk or n large discounts on corporations or business entities, which avail large percentages of
their sales every year.

A

Commercial or Corporate Rate

64
Q

______are prices or offers given to group travelers with the assumption that they wil stay for a specfc date and time and vi eccupy a significant number o thorns. This is done to make the deal between the hotel and the large group traveler rowever, the manager must be careful when giving this kind of discount. He/she must weigh the advantages using cost benefit analysis.

A

Group rates

65
Q

____ are room prices that are segmented based on people’s demand.
Most of the time, this is availed by guests because it is affordable and a good deal

A

Package rates

66
Q
A
67
Q
A
68
Q
A

FINALS (5 decks)

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