HM05- L4 and L5 Flashcards
Hospitality was derived from
hospitare (Latin)
“to receive as a guest”
meaning of “hospitare”
to receive as a guest
it refers to the act of providing food, beverages, or lodging to travelers
hospitality
comprised of businesses that provide accommodation, travel, food and beverage, and entertainment to the traveling public
hospitality industry
involves the planning, organizing, directing and controlling of human and material resources within lodging, restaurant, travel and tourism, institutional management and meeting and convention planning industries.
hospitality management
primary functions of a hotel
- provide lodging
- provide comforts of home
- to serve and enrich society
- make profit for owners
six (6) organizations of the hotel
- rooms division director
- f&b director
- human resource director
- sales and marketing director
- financial controller
- chief engineer
oversees the operation and is responsible for the overall performance of the hotel and its employees
general manager (GM)
duties and responsibilities of GM
- provide owners with a reasonable ROI
- keep guest satisfied
- keep employees happy
- meet and greet VIP guests
- must be visible in the lobby and F&B outlets at peak times to meet guests
TRUE/ FALSE: general managers are responsible for the performance of the hotel and the employees
TRUE
He is considered the leader of the hotel
general manager
she is held accountable for the hotel’s level of profitability by the corporation. owners.
general manager
general managers are held accountable for the hotel’s level of ___ by the corporation/ owners.
profitability
qualities of a successful GM
- leadership
- attention to detail
- follow-through-getting the job done
- people skills
- patience
- ability to delegate effectively
oversees the most labor-intensive part of the operation which handles everything (purchasing, receiving, storing, preparing, and serving F&B)
F&B Director
the senior supervisor for the part of the hotel which handles the daily sales and service of guestroom business
rooms division director
responsible for the staffing element of the hotel (interview, selection, recruitment, training, record-keeping, and performance reviews)
human resource director
- labor relations
- embracing collective bargaining
- grievance and disciplinary concerns
human resource director
TRUE/ FALSE: the F&B Director is charged with generating new business for the hotel
FALSE (F&B Director- Sales and Marketing Director)
in charge of representing the property through public relations and publicity activities, and handling advertising, promotion, and organization of special events
sales and marketing director
looks after the maintenance and repair of the physical plant (air conditioning, heating, elevator devices, refrigeration, lights, fire-fighting equipment, anything mechanical)
chief engineer
TRUE/ FALSE: the rooms division director looks after the maintenance and repair of anything mechanical
FALSE (rooms division director- chief engineer)
looks after all accounting functions (payroll, banking, internal auditing, and various control functions)
financial controller
enumerate the accounting functions:
payroll
banking
internal auditing
