Midterm Flashcards
“Pineapple” Tradition
Pineapples are a symbol of: Welcoming, Friendship and Hospitality
Intangible
Services provided by the Hospitality industry cannot be touched to taken home
Perishable
If the product isn’t sold, revenue is lost
Inseparable
Production and consumption occur simultaneously
Stephen Hall
Developed a code of ethics fro the Hospitality and Tourism industry. Has eleven points and pinpoints the essense of ethics and morality as it relates to how we treat our guests and our employees.
Seven Deadly Sins of Service:
Developed in At America’s Service, by Karl Albrecht:
1. Apathy
2.Brush-off
3.Coldness
4.Condescension
5.Robotics
6.Rule book
7.Runaround
TQM
Total Quality Management: A program the reduces costs, increases satisfaction for both guests and statt as well as increasing profits.
Disney Service Model
Everything that occurs within the Disney enviroment is focused on achieving the mission statement.
Elements of the Disney Service Model:
It begins with a smile
Make eye contact, use body language
Respect and welcome all guests
Value the magic
Initate guest contact
Createive service solutions
End with a “thank you”
Tourism in the 17th Century
Increasing travel by horses and carriage. Port houses were set up to accomodate riders and their animals.
Tourism in the 19th Century
Cruising becomes fashionable and rail travel grows in popularity.
Tourism in the 20th century
Automobile is invented and traveling by car increases. Air travel gains in popularity in the mid-20th century. Crusing returns to popularity.
Tourism in the 21st Century
Temporary decline in tourish during the early part of the century due to: Terrorism, SARS, Flu outbreaks, War. Picks back up in the 2010’s
UNWTO
United Nations World Tourism Organization is a specialized organizatino of the United Nations (UN) focused on global tourism.
Tourism
The activites of person travelling to and staying in places outside their usual enviroment for not more than one consecutive year for leisure, busness and other purposes”
Top 3 tourist receiving areas are projected to be:
Europe, East Asia and Pacific and the Americas
Tourism grows at how many percent a year?
3.1%
How many trillions of dollars of the global economy?
7.6
The Multiplier Effect
When a tourist spends money the money is recycled into the local industry, so businesses can purchas more goods and services, generating more use of the money.
On any given day, how many planes are in the air in the united states?
5,500
A “feeder” market
A market that provides the source passengers for a particular destination. Major airllines form alliances that allow them to access these markets.
Hub-and-Spoke system
A system that allows passengers to travel from one smaller city to another via hub or hubs. Some benefits includes: Airlines can service more cities at a lower cost. Airlines can maximize passenger loads between smaller cities
Rail Travel
Declined in populaity in 1920s. Faced with a posisble collapse of the industry, congress passed the rail paseenger service act in 1970. Amended in 2001.
When was the Rail Passenger Service Act passed?
1970
When was the Rail Passenger Service Act amended?
2001
Amtrak
National Railroad Passenger Corporation was established after the Rail Passenger Service Act amended. This entity began operation as a semi-public corporation establishing intercity rail serivce.
Maglevs
Rail travel capable of traveling at speeds over 300 mph. Travel on a cushion of magnet above the ground.
When did the first horseless carriages appear?
1895
How many companies in the United States rent cars?
5,000
How many rentals occur at airports?
75%
How many car rentals are from leisure travelers?
30%
Four largest US car rental companies:
Hertz
Acis
National
Budget
Different types if bus services:
Local
Charter/Tour
Airport
Commuter/Rapid Transit
IATA
International Air Tramsportation Association regulates almost all international air travel. Maintains stability of fares and rates.
ICAO
International Civil Aviation Organization. Coordinates the development of civil aviation.
WB
World bank that lends money lends money for tourism development.
UNDP
United Nations Development Program assists countries with development projects including tourism
OECD
Organization of Economic Cooperation and Development that established in 1960 and was designed to support sustainable economic growth.
NTO
National Tourism Organization was found in many countries to coordinate tourism efforts
TIA
Travel Industry of America is the main body for promotion and development of tourism in the united states
American Express Travel Services
The largest provider of services
This form of travel comprises how much of domestic travel?
79%
Ecotourism
Responsible tourism
Cultural tourism
Visting for historical, artistic, scientific or likestyle/heritage reasons.
Lodging Franchise
Allows a comapny to expand rapdily using other people’s money for growth. Franchisors grant the right to use their trademarks, operating procedures, and other business practices.
Where did franchising begins?
1907 when Ritz-Carlton franchised the name in NYC. Howard Johnson began franchising allowed for rapid growth and expansion.
How did Holiday Inn begin?
Kemmons Wilson began the franchise in 1950s after a poor family vacation experience.
How much of franchise fees are typically of room revenue?
3-4%
Management Contracts
Real estate and physical plant are owned by different entities. Management company receives a managment is typically 2-4.5% of gross revenue.
Real estate Investment trusts
Have existed since he 1960’s and investors do not pay corporate income tac. Investors are required to distrubute at least 95% of net income to shareholds. Are traded like stocks
How many properties lodging industry consist of?
53.432 properties
AAA
American Automobile Association – an organization, one of two, rate hotels. It awards diamond ratins, only 2% ever reach 5-diamond.
Forbes association
An organization, one of two, rate hotels. It awards stars.
City Center Hotels
Meet the needs of business and leisure travelers
Airport Hotels
Enjoy high occupancy due to location. Full service with an average size between 200-600 rooms
Freeway/interstate Hotels/Motels
Convenient place to stay with limited amenities
Casino Hotels
Make more money from gaming than room revenue. Slowly becoming mainstream, marketing themselves as business hotels.
Conference and Convention Hotels
Provide facilities to meet the needs of guests attending meetings and conventions
Full-service hotels
Provide a wide range of services, amenities and faciliates.
Economy/Budget Hotels
Offer clean, reasonably sized rooms with no frills.
Extended stay hotels
Cater to guests who are staying long term
All suite extended stay hotels
Additional space is provided in the form of a lounge kitchenette
Condotels
Combination of a condominum and hotel. Rooms rented when owner is away.
Mixed Use development
Hotels that also include permanent residences and other facilities
Bed and Breakfast
Alternative lodging with the owner living on property and providing clean, attractive accomonations and breakfast
Resorts
Inclusive and diversified accomodations. Focuses on sports, guest go for leisure and recreation.
Vacation Ownership Basics
Began in French Alps in 1960’s. Basically, timeshares. Fastest growing segment of the US travel and tourism industry. Provides owners an opportunity to purchase vacastion accommodations
“Best” hotels:
Oriental Hotel in Bangkok
Regent Hong Kong
Connaught London
“Best” hotel chains include:
Ritz-Carlton
Four Seasons
Fairmont’s “Green Partnership” program
Involved guests and education. Commited to reduce carbon dioxide, lighting and energy, energy-efficent fixtures and lighting, focuses on overlighting and using low-wattage lights.
Fairmont’s best green practices
Initation a reduction in carbon footprint. INtalled wind energy, run-of-river electricity generation.. Disconnecting from electrical grid, regenerating excess heat and retrofitting standard lightning with fluorescents.
Room Occupancy Percentage
Rooms Occupied (Sold) / Total number of rooms available for sale
Average Daily Rate
Total room Revenues / Number of Rooms sold
Revenue per available room
Total rooms Veneue / Total rooms Available
Table turnover rate
Total number of covers / Total number of seats
Total Average check
Total Sales / Total number of covers
Table turnover rate
Total number of covers / total number of seats
Total check average
Total sales / Total number of covers (People)
Food cost % of an item or recipe
Cost of food / Menu price
Food cost for overal items sold
Cost of all food used / Total sales
Labor cost
Cost of all workers’ salaries / Total food and beverage sales
Management structure:
Human resources
Enginnering and maintence
Accounting and finance
Sales and Marketing
Food and beverage
Executice committee members
Room divisons director
Food and beverage director
Security
Sales and Marketing
Accounting
Rooms divison
Responsible for all departments relating to the guest’s room and overnight stay. Rooms divison departments vary based on hotel size. Often the first point of contact for the gues
Guest cyclw
Begins when the guest contacts the hotel to make a reservation and ends with checkout.
Guest Service Associate
First contact for guest
Escorts them to them to the desk
Assits with luggage
Replaces separate roles of desk, cleck, bellman and etc
Night auditor
Balances guest accounts daily. Posts charges, closes the books and completes daily reports.
Property Management Systems
Used to accept, store and retrieve guest information such as: reservations, history, requests and billing arrangements.
What was the first American cruise ship to set sail and hwen?
Quaker City in 1867
What was the first recognized invetor of crusing?
Peninsula and Oriental Steam Navigation Company in 1844
Top three players in the cruise industry:
Carnival
Royal Caribbean
Star
What does the typical cruis passenger?
46 years old
Married
No Children
~90K income
Regional Cruises
Cruises that take place in the Caribean,Mediterranean, Baltic and smaller seas
Coastal Cruises
Smaller than most cruises ships. Sail close ot land. Sail in Northern Europe, Mexico and the US
River Cruises
Friendly international atmosphere. Often feel like a small hotel. Cabins are small and meals are high quality.
Barge Cruises
Very small and informal. Cruise Europe’s inland waterways during the summer.
Steam boating
Unique to the US. Great for experiencing American folklore.
Expeditions and natural cruises
Explore exotic and exciting locations. Passengers play an active role.
Adventure cruises
Explore less-traveled areas sucj as Alasak
Sail Cruises
No rigid structure may rely on sails up to 80% of the time.
World Cruises
Last 3-6 months. Luxurious and expensive
Crossings Cruises
Sail across the Atlantic Ocean to/from the Americas. Can take place on any ocean
Specialty and theme cruises
Built around passengers’ special interests. Geared towards experienced cruise travelers looking for something different
Deluxe
Larger ships with a resort-like design. Offers a wide variety of activties, focuses on food and its service
Staff Captain
In charge of navigation. Supervises the “officesrs of the watch” and the first, second and third officers
Chief Purser
Responsible for supervising all departments except the deck and engine
When and what was the first restaurant?
in 1765 in Monsieur Boulanger in paris
What sparked classical cuisine in North America?
The French Revolution, chefs came to america to avoid death, Thomas Jefferson as an envoy of france.
2 founders of classican cusine?
Marie-Antonie Careme, founded classical cuisine and menu making, and Auguste Escoffier, simplified Carema and made the 5 mother sauces
Fine dining restaurants
Often 15 or more entrees. Made from scratch and operated by entrpeneur.
Production Control Sheets
Created for each station. Used to prep work to meet forecast restaurant volume
Par Stock
The stock level of a product that must be on a hand at all times
