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HSP 215 > Midterm > Flashcards

Midterm Flashcards

1
Q

What is the def of full- service hotel?

A

A lodging facility that offers complete food and beverage services

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2
Q

What is the def of limited- service hotel?

A

A lodging facility that offers no, or very restricted, food and beverage services

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3
Q

What is the def of lodging industry?

A

All businesses that provide

overnight accommodations for guests

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4
Q

What is the def of hotel?

A

An establishment that provides sleeping rooms as well as various services to the traveling public

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5
Q

What is the def of hotelier?

A

The owner/manager of one or more hotels

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6
Q

What are basic types of hotels?

A 
value
full- service
room service
limited- service 
bed and breakfast
camps/ park lodge
extended- stay 
convention
conference
resort
timeshare
private clubs
cruise lines
casino
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7
Q

What are the 3 ways to measure hotel performance?

A

ADR
Occupancy rate
RevPAR

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8
Q

What are the formulas for ADR, Occupancy rate, RevPAR?

A

ADR: total rev from room sales/ total number of room sold
Occ: total rooms sold/ total rooms ava
RevPAR: ADR x OC rate

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9
Q

Who are some partners in the lodging industry?

A

transportation services
travel agents
tour operaters
on-line travel agents

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10
Q

What is the def of owner/ operator?

A

A hotel investor who also manages (operates)

the hotel.

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11
Q

Def for GM

A

the traditional title of the individual at a hotel property who is responsible for final decision-making regarding property-specific operating policies and procedures

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12
Q

def of Management company

A

an organization that operates a hotel for a fee. Sometimes referred to as a contract company

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13
Q

def of management contract

A

Management company investment required or

ownership attained

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14
Q

def of franchise/ franchisor/ franchisee

A

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

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15
Q

Is there a diff btw brand and flag?

A

no

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16
Q

def of conversion

A

The changing of a hotel from one brand to another

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17
Q

Why are hotels operated?

A
  • to meet the needs of the traveling public

- to meet the hotel owner’s desired return on investment

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18
Q

What is the structure of the lodging industry?

A 
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
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19
Q

def of quality

A

The consistent delivery of products and services according to expected standards

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20
Q

def of service

A

The process of helping guests by addressing their wants and needs with respect
and dignity and in a timely manner

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21
Q

def of value

A

The relationship between price paid and the quality of the products and services
received.

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22
Q

def of commodity

A

A commonly available and most often unspecialized product

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23
Q

def of empowerment

A

The act of granting authority

to employees to make key decisions within the employees’ areas of responsibility

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24
Q

Which company won the Malcolm- Baldrige National Quality Award twice? What is their slogan

A

Ritz- Carlton

“We are ladies and gentleman serving ladies and gentleman”

25
Q

Who was the first franchise?

A

Holiday Inn

26
Q

def of management

A

The coordination of individual efforts to achieve established goals

27
Q

def of FF&E

A

The furniture, fixtures, and equipment used by a hotel to service its guests.

28
Q

def of role model

A

An individual who displays positive personal and professional characteristics that others find desirable

29
Q

def of mentor

A

To serve as a personal teacher. Also known as a guide or coach

30
Q

def of line of authority

A

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)

31
Q

What are the 4 management functions?

A

Planning
Organizing
Directing
Controlling

32
Q

Why is important to establish managagement principles?

A

manage their own time

33
Q

5 most important jobs for GM

A 
Owner relations
Staff development
Property management
Brand affiliation management
Community relations
34
Q

def of team

A

A group of individuals who work together and set the goals of the group above their own

35
Q

def of participative management

A

A leadership style that emphasizes seeking out and

considering group input before making decisions that affect the group.

36
Q

def of leadership

A

Accomplishing goals by working with others while, at the same time, gaining their respect, loyalty, competence, and enthusiastic cooperation

37
Q

def of motivation

A

An internal force that drives

employees to do something to reach a goal

38
Q

def of human resources

A

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

39
Q

def of discipline

A

Corrective actions designed to encourage employees to follow established policies, rules, and regulations

40
Q

def of disciplinary program

A

A carefully planned series of corrective actions, each increasing in its severity and designed to encourage employees to follow established policies, rules, and regulations

41
Q

def of turnover

A

The replacement of employees needed in an organization or a position as other staff members leave

42
Q

def of safety hazard/ health hazard

A

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

43
Q

def of at- will employment

A

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

44
Q

def of BOQ’s

A

The skills and knowledge to perform a job that are necessary to safely and adequately perform all the tasks required by the job

45
Q

What are the 4 basic styles of leadership?

A

Autocratic
Bureaucratic
Democratic
Laissez-faire

46
Q

What is the 4- step training method?

A
  1. preparation
  2. presentation
  3. practice
  4. follow- up
47
Q

def of front office

A

The department within the hotel responsible for guest reservations, registration, service, and payment

48
Q

def of front office/ front desk/ FOM

A

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

49
Q

def of PMS

A

a comprehensive software application used to cover objectives like coordinating the operational functions of front office, sales and planning, reporting etc

50
Q

def of CRS

A

The industry term for the computerized program

used to record guest room reservations

51
Q

def of night auditor

A

The individual who performs the daily review of all the financial transactions with hotel guests recorded by the front office

52
Q

def of room- type

A

Specific configurations of guest rooms. For example, king-sized bed vs. double-sized bed, or parlor suite vs. standard sleeping room

53
Q

def of rack rate

A

The price at which a hotel sells its rooms when no discounts of any kind are offered to the guest

54
Q

def of walk

A

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

55
Q

def of interface

A

The process in which one data-generating system automatically shares all or part of its information with another system.

56
Q

def of folio

A

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

57
Q

how do you calculate room nights?

A

the number of rooms used x the number of nights they are sold

58
Q

What are reasons for overbooking?

A

to accommodate for guests who cancel or do not show up

59
Q

4 ways to make a reservation?

A
  1. Travel agent
  2. the internet
  3. 800 number
  4. w/ hotel directly

HSP 215 (1 decks)

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