Hospitality & Tourism Flashcards
Calculating discount
Turn the percentage into a decimal and multiply it with the total # of eligible items
Finished goods
Ready-to-sell products (computer, car…)
Special order
Customizing product
Blanket order
A big order split into smaller deliveries
Standing orders
Regular orders that happen again and again
Open order
An order without exact details decided
Brand identity
Logos, colors, DESIGN
Brand image
Personality, reputation, customer experiences
Touchpoints
When customers talk to or interact to the business (front desk)
Critical moments
When customers need help
Peak seasons
Busy times (holidays) NEED TEMPORARY STAFF
Residence times
How long a customer stays
Corporate finance
Managing money (CREDIT ANALYST)
Invoices
Legal documents
Hyperlinks
Clickable links to other websites
A way to prevent breaches of digital customer data is to
Collect as little data as possible
Liability
What’s borrowed (or owes)
Sample
A smaller group taken from larger one (selected)
Framework
An organized structure or system
Subset
Part of a whole group
Consensus
General agreement among a group
Indifferent
Not caring/showing little interest
Superior
Thinking you’re better than others
A concern when emailing
Emails can be forwarded to others
Positive moment of truth
Small but important experience that leaves a good expression on a customer
Large impact on hospitality and tourism was
Introduction of trans-Atlantic flights
Sweepstakes
A contest where participants can win a prize (exotic cruise)
Rebates
Partial refund/discount given after a purchase
Net income
Sales-(cost of goods sold+operating expenses)
If the answer is negative then it’s a loss if positive then it’s an income
Employee pilferage
When employe steals form their workplace (Padding on expense account)
Public relations
Managing hotel image/reputation
Distribution channels
The ways customers can books a rooms (Expedia)
When reconciling cash receipts
Voided & refunded transactions are subtracted from total to find the net intake
Referrals
Recommendations from customers to others
One of the best ways to demonstrate exemplary customer service in the hospital in tourism is to
Be proactive which means taking action to address customer needs before they ask
Audits
Checks to ensure information is correct and legal
The marketing function of selling involves
Planned communication
Upselling
When someone tries to get you by something more expensive
Trademarking
Officially registering a logo name or slogan trip protected from being used by others
To patent
Legally, protecting an invention or unique process
Hotels resort and transportation entities use what to expedite reservation process for customers
Online booking
Legitimate power
Person’s position role
Coercive power
Ability to punish or control
Analytics benefit
Measuring the success of marketing campaigns
Ethical principles
Beliefs that stay the same in every situation
Ethical consequences
Judging actions based on their outcomes
Situational beliefs
Changing beliefs, depending on the situation
Volume of production
The amount of goods a country makes
Integrity
Having strong moral principles
Budget plan
Paying same amount each month
Open plan
Paying all the money you owe each month
Revolving plan
Paying part of the balance each month and borrowing more as you pay
Personal selling
Direct communication between a sales person and a customer to persuade them to make a purchase
Zero moment of truth
When customers share their thoughts after buying a product
Legitimate investment
Opportunities that are legal safe and realistic
Brand que
A visual reminder that represents the print values (poster or slogan)
Master budgeting
A budget that covers all areas of a business or department
Zero-based budgeting
Demonstrating the need for every expense and not relying on historical data
Repertory grid
Capturing knowledge in a table by grouping similar variables, concepts, or properties
