W6 Flashcards
___________ are part of hospitality industry
Hotel and other food service industries
The idea of hospitality can be described as “___________”
an act of receiving and treating strangers and guest in warm, friendly, and generous way without any consideration for the reward and/or return
Hospitality in the modern sense comprises of four characteristics?
- It is conferred by a host on a guest “a home away from home”
- It is interactive (involving the coming together of a provider and a receiver)
- It comprises of a blend of tangible and intangible factors
- The host provides the guest’s a sense of security and psychological
and physiological comfort
-> Feeling and being “at home”
Accommodations industry?
- It came into being around the 6th century B.C.
- The earliest forms of hotels were just large halls where travelers slept
on the floor with the animals - They were known as “inns.”
Changes in the mode of transport and travel came with the ________
invention of wheels
Speed of travel increased with the __________
development of vehicles
The industrial revolution in England and other countries, along with growth of economy, created a ______ among people to travel beyond the traditional boundaries
yearning
- Before the age of ________, travelers stayed at __________
railroads / inns in the country or in small hotels
- The first ______ were built in the ________ to serve the flood of new passengers
- These new hotels were more ______ than the old- fashioned family style inn or hotel
- They were usually organized as _______ in a more businesslike manner
- big hotels / vicinity of railroad terminals
- impersonal
- corporations
- A wide variety of accommodations is available today
- They vary from guest houses with one or two rooms to _________ with hundreds of rooms
grand luxury hotels
Another type includes _______, which is a small establishment
with around ________ guest rooms
pension / ten to twenty
- One major trend in the hotel industry today is toward the _________
- Some of the major hotel corporations operate on a __________, and another modern development in the hotel business is the _______
- large corporation-operated hotel
- franchise basis / motel
- Another trend in the hotel industry is the construction of the __________
- This consists of a hotel and ____________, all of which in effect are isolated from the nearby community
*The _________, as a resort accommodation, has become popular because of the desire of many people to own a second home for vacations
- self-contained resort complex
- recreational facilities
- condominium
- ___________ reflects another trend in modern tourism
- Similarly, the ________ exists for boat owners who wish to use their boats for accommodations while they travel on them
- Caravaning / camping
- marina
- In recent years, _______ have been developed under careful planning
- The Costa Smeralda, is one of the most _________ of developing an entire resort area (e.g., Miami Beach)
- resorts
- spectacular example
Costa Smeralda?
- Located on the Italian island of Sardinia
- Contains hotels of varying price ranges, residential areas, marinas, and elaborate recreational facilities
- Their own airline flies passengers to the island from major cities like Nice and Rome
- Careful planning included not only a mixture of facilities but also the architecture and the preservation of the natural landscape
Contains hotels of varying price ranges, residential areas, marinas, and _______ recreational facilities
elaborate
Their _________ flies passengers to the island from major cities like Nice and Rome
own airline
Careful planning included not only a ________ but also the _________
mixture of facilities / architecture and the preservation of the natural landscape
- The hotel business has its own load factor in the form of the ________
- Refers to the ___________ that are occupied at a certain point in time or over a period of time
- occupancy rate
- percentage of rooms or beds
One of the difficulties of the hotel business is a ____________ during one season and a very low one during another
high occupancy rate
- The term “________” first appeared in France in the Middle Ages
- It refers to _________ whose job was to protect the king in the palace
- concierge
- the officers of royal palace guard
Was also known as ________ along ancient trade routes
the helper
Was known as ___________ in grand European castles
the keeper of candles
The concierge was __________ in the royal households, with access to all the important rooms
the holder of the keys
The concierge’s responsibilities were diverse?
- Overseeing the administration of domestic services
- Performing special tasks at the request of the royal court
- Common goal: to assist and comfort travelers and lodgers
The use and meaning of the term “_________” broadened with the rise of the grand European hotels in the 16th and 17th centuries
concierge
The concierge became a ___________ of North American hotels in the mid-20th century
must-have feature
The concierge is usually identified by his _______
uniform bearing holden cross-keys insignia on both lapels
He performs various functions for the guests?
- Managing room keys
- Handling of mail and messages or packages
- Booking for train and theater tickets
- Taking care of complaints or problems
-> A unique combination of clerk, secretary, manager, adviser, and information center
There is an association, from France, dedicated specifically to hotel concierges, what is that?
Les Celfs d’Or
Their motto is “___________”
service through friendship
Members are distinguished by the ________ they display on their lapels
gold keys
Les Celfs d’Or (Golden Keys)?
A professional association of hotel concierges, with approximately
4000 members working in over 80 countries and 530 destinations
The main task of the Concierge is to?
- Look after the hotel guests
- Fulfilling their requests and answering their inquiries
- iving them information about the city and country
- Making hotel bookings
- Car rentals
- Restaurant and airline reservations, etc
Membership requirement of Les Celfs d’Or (Golden Keys)?
- Be currently employed in a hotel of good standing.
- Have completed five consecutive years in the hospitality industry.
- The prerequisite time frame to be served in the position of Chef
Concierge is to be 2 years or in the position of Assistant Concierge 2 years if working under a Chef Concierge who is a member. - Provide letters of reference from past and present employers.
- Provide letters of reference from service industry sources.
- Provide a full resume detailing personal details, employment
history, education history and copies of relevant training, qualification and employment certificates. - Provide a statement of how in practical terms, he or she would contribute to Les Clefs d’Or should his or her application be successful.
- Provide letters of introduction from two active members of the association, one of whom is to be your Chef Concierge if you are an Assistant Concierge, who are prepared to endorse and support the application.
- Attend an interview once the Interview Committee is satisfied all minimum requirements have been met, and that the application is in order.
Don’t hesitate to ask because concierge will help you to?
- Give directions
- Offer restaurant recommendations
- Book/confirm reservations
- Call a taxi
- Offer advice on where to visit and procure ticket
- Tips on what attractions may be temporarily closed
- Area where there is traffic
No request is too big (within reason) because?
- Most any reasonable request is on table
- Arranging a romantic date
- Arrange a big event for business
- Lost passport
- Etc…
________ when you check in and make a good first impression
Introduce yourself
- When checking in, introduce yourself
- Let the concierge know how long you plan on staying at the hotel
- Be friendly and show your appreciation throughout your stay - But don’t be overly demanding
- Consider calling or emailing before you get there
- If you know you will need ________ from your concierge
while you are staying in the hotel, call or email the concierge afew
days, or even weeks, in advance - Let them know when you will arrive, the itinerary of your stay, and what you need help with
- This will give them time to have everything ready by the time you
walk in to the hotel
extensive help
When you ask for recommendations, ________
be specific and focus on what you like
Don’t forget to tip
- Concierge services are free and tipping is not mandatory
- But it is certainly appreciated
- While you can wait to tip your concierge until the end of your stay, it can be better to “grease the wheels” right from the start
- Tip early and often
- Any time the concierge help you out, give a small tip ($2-$5)
- If he or she helps you out with a big event, the amount of the tip should increase
While you can wait to tip your concierge until the end of your stay,
it can be better to “___________” right from the start
grease the wheels
