HM07 PRELIMS Flashcards
1
Q
It is commonly used in the HM industry. Examples are the TOS system (used in fast-food restaurants) and online software (used by hotels for reservations).
A
Applied Business Tool
2
Q
Most successful businesses rely on technology for:
A
communication
technology
activity
3
Q
These are any assets that help/assist the organization to achieve its stated aims or goals.
A
Business Tools
4
Q
TRUE/ FALSE: There are various types of business tools.
A
TRUE
5
Q
There are various types of business tools used in business that vary in:
A
complexity
size
danger
importance
6
Q
TRUE/ FALSE: It is important to understand what/how technology plays a part in hospitality management.
A
TRUE
7
Q
TRUE/ FALSE: Different businesses = same business tools
A
FALSE (same business tools- different business tools)
8
Q
any tool that assists the business
A
Business Tool
9
Q
all the list of assets considered as a business tool
A
Business Tool
10
Q
a criteria used to classify an item as a business tool
A
Identification Criteria
11
Q
it uses a checklist
A
Identification Criteria
12
Q
Identification Criteria uses a ____ to classify an item as a business tool.
A
checklist
13
Q
it is the no. attached to a tool during the manufacturing process
A
Serial Number
14
Q
there is no or it is not the final product, so it is seen BEFORE the tools are combined.
A
Serial Number
15
Q
TRUE/ FALSE: Serial Number is not the final product, so it is seen after the tools are combined.
A
FALSE (after- before)
16
Q
It is found per tool since it is used during manufacturing.
A
Serial Number
17
Q
TRUE/FALSE: Asset number is found per tool since it is used during manufacturing.
A
FALSE (asset number- serial number)
18
Q
TRUE/FALSE: Serial numbers are used after manufacturing.
A
FALSE (after- during)
19
Q
an in-house number created to identify a tool
A
Asset number
20
Q
during inventory, it is easy to spot this in the POS system
A
Asset Number
21
Q
it is given by the buyer for easy identification of product
A
Asset Number
22
Q
it is usually written and purchased by a company
A
Asset Number
23
Q
TRUE/ FALSE: An asset number is usually written and sold by a company.
A
FALSE (purchased- sold)
24
Q
TRUE/ FALSE: A serial number is an in-house number created to identify a tool.
A
FALSE (serial number- asset number)
25
TRUE/ FALSE: During inventory, a serial number is easy to spot in the POS system.
FALSE (serial number- asset number)
26
TRUE/ FALSE: An asset number is an in-house number created to identify a tool
TRUE
27
TRUE/ FALSE: The serial number is a no. attached to a tool during the manufacturing process.
TRUE
28
TRUE/ FALSE: Serial numbers are used during manufacturing.
TRUE
29
method of recording a number/ code on an asset
Barcode
30
an asset number but easy and used for recording
Barcode
31
TRUE/ FALSE: Barcodes are machine-readable.
TRUE
32
TRUE/ FALSE: Asset numbers are usually written.
TRUE
33
TRUE/ FALSE: Barcodes are usually written.
FALSE (barcodes- asset number)
34
electronic tags attached to locate an asset within a reasonable distance
Radio Frequency Identification (RFID) Tags
35
place where a business tool is stored when not in use
Storage Location
36
similar to storage areas
Storage Location
37
per tool, there is a certain number/ capacity per tool
Usage
38
if maximized, there is a backup storage or cloud
Usage
39
TRUE/ FALSE: If usage is minimized, there is a backup storage or cloud.
FALSE (minimized- maximized)
40
TRUE/ FALSE: Usage is prohibited for non-business usage.
FALSE (prohibited- allowed)
41
a business tool that controls the activities of a computer
Software
42
website that allows access from a wide range of users
Wiki
43
a website that provides information on the social activities of its members
Social Networking
44
always used in hotels to reach the Front Office
Landlines
45
standard telephones require a physical connection to telephone networks
Landlines
46
it requires a physical connection to telephone networks
Standard Telephones
47
these are documents detailing future access rights to a tool.
Roster
48
TRUE/ FALSE: Social Networking is a website that allows access from a wide range of users
FALSE (social networking- wiki)
49
the harm inflicted on a tool that is not a result/ accepted business usage.
Damage
50
these are details of any special storage conditions required by a tool
Storage Requirements
51
method of controlling access by using swipe cards
Swipe Card Access
52
if there is an outstanding balance, they deactivate it
Swipe Card Access
53
State business tool used:
Swipe Card Access
Security Deposit
54
a set of characters and letters to verify that access is allowed
Password
55
State business tool used:
use of discount wherein staff should call their managers to avail something like a discount
Password
56
an application to the police to disclose any previous criminal acts
Police Check
57
A business tool/ software that is rarely done.
Police Check
58
cameras are positioned so as to record access to a business tool
Security Cameras
59
there is no law implied for installing cameras in an establishment rather it depends on a business initiative
Security Cameras
60
stipulates special terms and conditions over and above a standard employment contract
Employment Contract
61
the process of checking and monitoring current procedures and assessing their performance.
Audit
62
it is done during graveyard shifts and should match the inventory
Audit
63
TRUE/ FALSE: Auditing should be done during day shifts.
FALSE (day shifts- graveyard shifts)
64
meaning of CCTV
Closed-circuit Television
65
the process of determining and verifying the existence of a tool
Stock Take
66
possible legal consequences of supplying information to those not authorized to have the same
Legit Implications
67
the development of skills and knowledge to be better able to use business tools
Training
68
process of repairing a tool for later use
Maintenance
69
process of making a usable tool- usable
Repairs
70
using people/ resources within the confines of business
In-house
71
using people/ resources not within/ outside the confines of business
Outsourced
72
resources consumed in the normal operations of a business tool
Consumables
73
the minimum set of skills required (ex. computer literacy)
Common Skills
74
highler level of skills than the minimum
Local Expert
75
the procedure to notify relevant people that a tool has a fault and is not operational
Fault Reporting
76
a document that supports the operation/ care of a business tool
Documentation
77
An example of a business tool that is still, moving, mobile.
Camera
78
Example of Business Tools
Camera
Mobile Telephone
Pagers
Scanners
Laser Pens
Keyboard
Brochures
Information
Email
Batteries
79
each business needs criteria to identify which tools to monitor + control to ensure time and effort is dedicated to managing proper tools.
Business Tools
80
It is used for long-term uses
Business Tools
81
TRUE/ FALSE: Business Tools are used for short-term uses.
FALSE (short term- long term)
82
there are several criteria to identify and classify and most businesses combine these criteria
Business Tools
83
- does not have a fixed location
- target of theft/ excessive use (attractive feature)
Portable and Attractive Tool
84
- a significant item
- can be easily lost to a business (e.g. keys and ID)
Significant Small Items
85
Importance of Business Tools
1. Tools represent an investment.
2. Requires control as use/ loss can represent significant cost to business
3. Requires training to prevent damage to business.
4. Attractive in terms of cost and to the thieves.
86
TRUE/ FALSE: Using business tools generally requires training to prevent damage.
TRUE
87
It will need sufficient information to ensure tools are locatable and identifiable (ensures the correct tool is identified)
Register
88
Register will need sufficient information to ensure tools are ___ and ___.
locatable and identifiable
89
TRUE/ FALSE: For storing details, there is only one method but it depends on the business.
FALSE (only one method- are various methods)
90
The most simple in storing details is ___ wherein all details are recorded in a book- Asset Register.
Proper Approach
91
The most simple is the proper approach where all details are recorded in a book, ___.
Asset Register
92
It can be stored under the control of an officer.
Storing Details
93
TRUE/ FALSE: Storing details cannot be stored under the control of an officer.
FALSE (cannot- can)
94
It is the most important tool for storing details.
Inventory/ Equipment Inventory
95
Three (3) important things to consider in the current stock of an equipment:
1. identify the allocation of resources
2. manage equipment effectively
3. calculate if you can afford to run the tool (need to canvas)
96
Description- Brand/ Manufacturer-
model/ name
purchase date
supplier
warranty
expiry date
purchase price
97
a well-managed site with an approval process that will hide any changes until approved
Business web site
98
it has a group of authors that have permission to make changes (1st step of approval) and the final product is checked by the management
Business web site
99
a software/ business tool where any changes made do not become visible until edits are approved by the approver
Business web site
100
TRUE/ FALSE: A business website has a group of authors that have permission to make changes. The final product is checked by the management.
TRUE
101
Any changes and edits made to a business website are not visible until approved by ___.
Approver
102
collection of instructions that enable the user to interact with the computer, and its hardware, or perform tasks
Software
103
TRUE/ FALSE: Without an operating system, the browser can still run.
FALSE (can still- cannot)
104
Five (5) Benefits of Software to HM:
1. Streamlined process (no need for manpower)
2. Reduced costs
3. Increased revenue
4. Improved customer experience
5. Competitive advantage
105
TRUE/ FALSE: A benefit of a business website is it reduces costs (ex. going paperless)
FALSE (business website- software)
106
Business create their own to store information required by internal business users
Wiki
107
suited for large businesses to publish internal public info that is accessible/ freely available to anyone
Wiki
108
TRUE/ FALSE: Wiki is suited for small businesses to publish internal public info that is accessible/ freely available to anyone.
FALSE (small-large)
109
if known outside, there should be no negative consequences but business does not intend to publish materials.
Wiki
110
People have been fired for what they write and the impact it has on business.
Social Networking Sites
111
staff needs to be aware of the consequences of publishing material on social sites
Social Networking
112
it transmits signal converted from audio data through a physical media (wire/ fibre optic)
Landline Telephone
113
used to refer to a dedicated line which is a permanent connection
Landline Telephone
114
What physical media do landline telephones use?
Wire or Fibre optics
115
Differentiate:
Mobile vs. Landline
Mobile- wireless
Landline- with wire
116
TRUE/ FALSE: Landline Telephones are used to refer to a dedicated line which is a temporary connection.
FALSE (temporary- permanent)
117
a key way of communicating with guests
Email
118
Meaning of CRM
customer relationship management
119
hoteliers ask for feedback, promotion, and customer relationship management
Email
120
most hoteliers keep track of this
Email Collection Rate
121
Formula of ECR (emaill Collection Rate)
total no. of valid emails obtained/ total no. of checkout
122
It provides ideas of how many emails were correct compared to total of guests checked in
ECR
123
adhering at a faster pace
Business Technologies
124
changing both expectations of patrons and the way the hospitality industry conducts business
Business Technologies
125
some trends lead to great improvements and savings while some change how hotels develop + plan infrastructure, buildings, management structure, and staffing requirements
Business Technologies
126
What system offers different technologies ranging from computer applications to electronic devices to support human work and support customers?
Front Office System
127
The front office system consists of different technologies to achieve ___.
Self- service
128
it is designed to support the operations of direct customer service and involves systems we can find in the area
Front Office System
129
TRUE/FALSE: The Front Office System is designed to support the operations of indirect customer service.
FALSE (indirect- direct)
130
What are the features of the Front Office System?
individual/ group billing
customer management
checking in and checking out
131
It is a system to support the management of all operations related to cleaning/ preparing rooms
Housekeeping + Rooms
132
It has the most influence on customer loyalty
Housekeeping
133
TRUE/ FALSE: Sales and Marketing has the most influence on customer loyalty.
FALSE (Sales and Marketing- Housekeeping)
134
What is a critical factor in HM and housekeeping?
ensure cleanliness and orderliness
135
trying to replicate the technology that a guest already has to make them feel at home and comfortable
Use by the guest in the room
136
- very costly to hotels
- their value to customers + impact on performance have not always been clear
- extended home: "a home away from home"
Use by guest in the room
137
- due to the type of tasks, it is less oriented to direct contact with customers
- more oriented to operations
Management (Back Office)
138
TRUE/ FALSE: The Back Office has more direct contact with guests.
FALSE (BAck Office- Front Office)
139
TRUE/ FALSE: The Front Office is more oriented to operations.
FALSE (Front Office- Back Office)
140
information system to support the tasks of personnel management:
- recruitment
- hiring
- performance evaluation
- assignments
- career
Personnel (BO)
141
The Personnel Department involves:
- payroll
- knowledge management
- training
142
Two (2) types of Accounting
Hotel Accounting
Guest Accounting
143
as with most BO systems, users are generally unsophisticated + oriented toward basic automation
Hotel Accounting
144
In hotel accounting, as with most BO systems, users are generally unsophisticated + oriented toward ____.
basic automation
145
- Account guests' consumption during their stay + preparation of the final bill
- receives info/ points of consumption take place in hotels
guest accounting
146
purchase of goods and services through the internet to digitize the entire supply chain to automate
Purchase management
147
- manage maintenance of hotel rooms
- get info mainly from the maintenance orders systems handled by housekeeping
Engineering
148
applications that give senior hotel management a comprehensive view of the hotel on the basis of parameters + variables that are necessary
Hotel Management
149
management can analyze the situation of the hotel daily and investigate the causes
Hotel Management
150
Differentiate: out of order vs. out of service
OOO- long repair time
OOS- shorter repair time
151
includes cost of recipes, stock control, POS system, table management, conference, + events, room service, and control buffet
Food and Beverage
152
- client management
- includes CRM, loyalty cards, customer communication management, and customer surveys
Marketing and Sales
153
Types of marketing:
1. Information website
2. Mobile website
3. Virtual site
4. Social media management + Monitoring
154
type of marketing that contains basic info
info website
155
- type of marketing that contains info that may not be available to others (it is much better to go to info sites)
- not supported since some facilities do not support
Mobile website
156
type of marketing that has many photos
virtual site
157
type of marketing that contains mobile applications
social media management + monitoring
158
- hotel booking module, channel manager
- CRS
- revenue + yield management
- loan/ rental of IT devices
- geotagged games
- technology in public areas
Sales
159
contains structured networks (landlines) and wireless (mobile phones)
Communication
160
includes safety management and use of CCTV
IT security
161
It means asking for a feedback
customer service
162
meaning of CRS
computer reservation system
central reservation system
163
refers to non-attached items
cables
164
assets to help a business
business tool
165
used to track members of an org
social networking/ RFID tags
166
system that includes managing maintenance
engineering
167
traditional approach in storing details
paper approach
168
type of accounting done by the BO system
Hotel accounting
169
website that provides info on social activities
social networking
170
when an item can no longer be used
expiration date
171
criteria used to identify
identification criteria
172
Differentiate:
Recruitment vs. Talent Acquisition
Recruitment- process for filling vacancies
Talent Acquisition- hire people to stay longer + grow their skills for the benefit of the company
173
method of utilizing digital info and communication technology to support/ streamline business process from preparation to implementation
E-business
174
type of business that bases their operations on the internet
E-business
175
E-business is also known as
online business
176
the business process of online stores
e-business
177
enumerate the different functional business systems
1. Marketing Information System
2. Manufacturing Information System
3. HRM Information System
4. E-commerce Information System
178
a joint process that supports traditional and e-commerce processes and management
marketing
179
differentiate:
e-commerce vs. e-business
e-commerce: electronic business, more about the transaction or process of online buying and selling
e-business: the operation
180
six (6) major types of marketing information systems:
1. interactive marketing at e-commerce
2. sales force automation
3. CRM
4. sales management
5. advertising and promotion
6. market research
181
TRUE/ FALSE: Manufacturing is a joint process that supports traditional and e-commerce processes and management
FALSE (Manufacturing- Marketing)
182
customer should be indulged to view services
interactive marketing at e-commerce
183
system/ software the business use
sales force automation
184
where you build relationships with customers
CRM
185
achieve sales through advertising
sales management
186
many ways to advertise products
advertising + promotion
187
know the current trends among customers
market research
188
TRUE/ FALSE: e-commerce is all about the operation
FALSE (e-commerce-- e-business)
189
- assists marketing manager in e-commerce product development
- allows managers to identify channels to reach market
- knows the behavior of consumers
marketing info system (MIS)
190
- computer-based manual information
- can be used for/ through technology (no need for manpower)
- simplify, automate, and integrate many activities needed to quickly produce the products
manufacturing
191
TRUE/ FALSE: in manufacturing, the product undergo the MIS before production
TRUE
192
What does CRM mean?
customer relationship management
193
enumerate the areas in computer-integrated information (CIM) that collaborate:
marketing
product design
planning
purchase
manufacture
wire housing
finance
automated work center
information
194
helps plan the types of resources needed in production
manufacturing resource planning
195
- support human resources
- includes info systems for staffing the organization, training + development, and compensation department
HRM (human resources management)
196
these are important tools for providing HR service to present prospective employees
HRM sites/ corporate intranets
197
- to record, report, and analyze business transactions for management
- order processing, inventory control, accounts receivables, accounts payable, payroll, statement of accounts
Accounting
198
the one that sees the company's status by showing its expenses, cost, and product
general ledger systems
199
- decisions regarding the financing resources within the business
- support finance management in decisions regarding the financing + allocation of resources
Finance
200
TRUE/ FALSE: Accounting makes the decisions regarding the financing resources within the business and includes cash management
FALSE (accounting- finance)
201
TRUE/ FALSE: Finance is where the money includes cash management
TRUE
202
- cash management
- online investment + management
- financial forecasting + planning
finance
203
examples of finance
- sales management system
- purchase
- order
- customer relationship management
- inventory
- SCM system
- e-commerce solutions
- accounts management system
204
- it is the buying/ selling of goods through the internet
- refers to the sale of physical products online
e- commerce
205
involves any kind of commercial transaction done through the internet
transaction
206
six types of e-commerce(?)
B2C
B2B
C2C
C2B
B2A
C2A
207
transaction between business and consumer (buying a bag through an online retailer)
B2C (business to consumer)
208
relates sales made between businesses (manufacturer and wholesaler/ retailer)
B2B (business to business)
209
- the earliest form
- relates to sales between customers
- ex. the home baking during the pandemic
C2C
210
C2B (customer-to-business) is also known as ___.
crowdfunding project
211
- reverses traditional e-commerce model
- it means indirect consumers make their products available for business buyers
C2B
212
- online business government transactions
- focuses on legal management + social security
B2A
213
TRUE/ FALSE: C2B means direct consumers make their products available for business buyers.
FALSE (direct- indirect)
214
TRUE/ FALSE: B2C reverses traditional e-commerce model
FALSE (B2C- C2B)
215
- it is more on what consumers need (education)
- consumers selling online products to admin
C2A
216
TRUE/ FALSE: B2A and C2A focus on increased efficiency
TRUE
