Midterm Flashcards
What is the def of full- service hotel?
A lodging facility that offers complete food and beverage services
What is the def of limited- service hotel?
A lodging facility that offers no, or very restricted, food and beverage services
What is the def of lodging industry?
All businesses that provide
overnight accommodations for guests
What is the def of hotel?
An establishment that provides sleeping rooms as well as various services to the traveling public
What is the def of hotelier?
The owner/manager of one or more hotels
What are basic types of hotels?
value full- service room service limited- service bed and breakfast camps/ park lodge extended- stay convention conference resort timeshare private clubs cruise lines casino
What are the 3 ways to measure hotel performance?
ADR
Occupancy rate
RevPAR
What are the formulas for ADR, Occupancy rate, RevPAR?
ADR: total rev from room sales/ total number of room sold
Occ: total rooms sold/ total rooms ava
RevPAR: ADR x OC rate
Who are some partners in the lodging industry?
transportation services
travel agents
tour operaters
on-line travel agents
What is the def of owner/ operator?
A hotel investor who also manages (operates)
the hotel.
Def for GM
the traditional title of the individual at a hotel property who is responsible for final decision-making regarding property-specific operating policies and procedures
def of Management company
an organization that operates a hotel for a fee. Sometimes referred to as a contract company
def of management contract
Management company investment required or
ownership attained
def of franchise/ franchisor/ franchisee
franchise: An arrangement whereby one party
(the franchisor) allows another party to use its
logo, brand name, systems, and resources in exchange for a fee
franchisor: An organization that manages a brand and sells the right to use the brand name
franchisee: An individual or company that buys, under specific terms and conditions, the right to use a brand name for a fixed period of time and at an agreed-upon price
Is there a diff btw brand and flag?
no
def of conversion
The changing of a hotel from one brand to another
Why are hotels operated?
- to meet the needs of the traveling public
- to meet the hotel owner’s desired return on investment
What is the structure of the lodging industry?
First tier (management company): Management companies that operate hotels for owners using the management company’s trade name as the hotel brand. Second tier (management company): Management companies that operate hotels for owners and do not use the management company name as part of the hotel name
def of quality
The consistent delivery of products and services according to expected standards
def of service
The process of helping guests by addressing their wants and needs with respect
and dignity and in a timely manner
def of value
The relationship between price paid and the quality of the products and services
received.
def of commodity
A commonly available and most often unspecialized product
def of empowerment
The act of granting authority
to employees to make key decisions within the employees’ areas of responsibility
Which company won the Malcolm- Baldrige National Quality Award twice? What is their slogan
Ritz- Carlton
“We are ladies and gentleman serving ladies and gentleman”
Who was the first franchise?
Holiday Inn
def of management
The coordination of individual efforts to achieve established goals
def of FF&E
The furniture, fixtures, and equipment used by a hotel to service its guests.
def of role model
An individual who displays positive personal and professional characteristics that others find desirable
def of mentor
To serve as a personal teacher. Also known as a guide or coach
def of line of authority
A direct superior-subordinate
relationship in which one person (the superior) is completely responsible for
directing and exercising control over the actions of another (the subordinate)
What are the 4 management functions?
Planning
Organizing
Directing
Controlling
Why is important to establish managagement principles?
manage their own time
5 most important jobs for GM
Owner relations Staff development Property management Brand affiliation management Community relations
def of team
A group of individuals who work together and set the goals of the group above their own
def of participative management
A leadership style that emphasizes seeking out and
considering group input before making decisions that affect the group.
def of leadership
Accomplishing goals by working with others while, at the same time, gaining their respect, loyalty, competence, and enthusiastic cooperation
def of motivation
An internal force that drives
employees to do something to reach a goal
def of human resources
The functional area in a hotel with the responsibility to assist managers in other departments with human resources concerns including recruitment, selection, orientation, training, compensation, legal, safety and health, and a wide range of other specialized tasks
def of discipline
Corrective actions designed to encourage employees to follow established policies, rules, and regulations
def of disciplinary program
A carefully planned series of corrective actions, each increasing in its severity and designed to encourage employees to follow established policies, rules, and regulations
def of turnover
The replacement of employees needed in an organization or a position as other staff members leave
def of safety hazard/ health hazard
SH: Conditions in the workplace that can cause immediate harm
HH: Aspects of the workplace that can lead to a decline in an employee’s health
def of at- will employment
The employment relationship that exists when employers can hire any employee they choose and dismiss an employee with or without cause at any time.
Employees can also elect to work for the employer or to terminate the relationship anytime they desire to do so
def of BOQ’s
The skills and knowledge to perform a job that are necessary to safely and adequately perform all the tasks required by the job
What are the 4 basic styles of leadership?
Autocratic
Bureaucratic
Democratic
Laissez-faire
What is the 4- step training method?
- preparation
- presentation
- practice
- follow- up
def of front office
The department within the hotel responsible for guest reservations, registration, service, and payment
def of front office/ front desk/ FOM
FO: The department within the hotel responsible for guest reservations, registration, service, and payment
FD: The area within the hotel used for guest registration and payment
FOM: The hotel industry term for a front office manager
def of PMS
a comprehensive software application used to cover objectives like coordinating the operational functions of front office, sales and planning, reporting etc
def of CRS
The industry term for the computerized program
used to record guest room reservations
def of night auditor
The individual who performs the daily review of all the financial transactions with hotel guests recorded by the front office
def of room- type
Specific configurations of guest rooms. For example, king-sized bed vs. double-sized bed, or parlor suite vs. standard sleeping room
def of rack rate
The price at which a hotel sells its rooms when no discounts of any kind are offered to the guest
def of walk
A situation in which a guest with a reservation is relocated from the reserved hotel to another hotel because no room was available at the reserved hotel
def of interface
The process in which one data-generating system automatically shares all or part of its information with another system.
def of folio
an individual leaf of paper or parchment, numbered on the recto or front side only, occurring either loose as one of a series or forming part of a bound volume
how do you calculate room nights?
the number of rooms used x the number of nights they are sold
What are reasons for overbooking?
to accommodate for guests who cancel or do not show up
4 ways to make a reservation?
- Travel agent
- the internet
- 800 number
- w/ hotel directly
