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HM112 > Week1-4 > Flashcards

Week1-4 Flashcards

1
Q

Father of culinary

A

Auguste Escoffier

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2
Q

Father of Modern Restaurant

A

Monseur Boulanger

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3
Q

Cesar Ritz

A

General Manager/King of Hoteliers

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4
Q
  • Action, Expected work
A

Sevice is a Monologue

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5
Q

Conversation between you and guest

A

Hospitality is a Dialogue

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6
Q

guest are treated with esteem for their worth and excellence as people

A

Respectful

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7
Q
  • the staff is AT the table when they are at the table with no distractions
A

Present

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8
Q
  • complains are quickly resolved in favor of the guest
A

Responsive

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9
Q
  • guests are addressed by name; their likes and dislikes are known and respected
A

Personal

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10
Q
  • guest are never made to fell wrong; they always receive the benefit of the doubt
A

Non-Judgmental

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11
Q
  • just as good service is invisible, hospitality does not call attention to itself
A

Non-Intrusive

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12
Q
  • there is no feeling of being rushed or processed; the staff never shows signs of stress
A

Relaxed

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13
Q
  • the staff is always smiling and friendly
A

Personable

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14
Q
  • guest needs are met before they realized it
A

Perceptive

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15
Q
  • guest leave feeling connected although the specific execution may differ
A

Consistent

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16
Q
  • the service always fit the occasion
A

Appropriate

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17
Q
  • the experience makes the guest feel more positively
A

Uplifting

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18
Q
  • the staff goes beyond simple job requirements to do something memorable for the guests
A

Surprising

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19
Q
  • the spirit of hospitality is not something that can be taught
A

The Bad News

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20
Q
  • the spirit of hospitality is an innate quality of all human beings
A

The Good News

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21
Q
  • we have learned how you can do exactly that…. If you can open your thinking to some fresh possibilities
A

The Better News

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22
Q

is defined as the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous manner

A

Hospitality

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23
Q

-Check-in

A

Functions of Front Office

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24
Q
  • used for check-in process
A

Reception

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25
Q
  • used for providing various information for in-house guest
A

Information

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26
Q
  • used for check-out process
A

Cahier Desk

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27
Q
  • used for collecting guest feedback and maintenance of guest history
A

Guest relation desk

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28
Q
  • used for assistance of guest during check-in and check-out
A

Bell desk

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29
Q

used for assistance of guest for arranging vehicles for guest movements

A

Travel desk

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30
Q

used for taking booking for rooms

A

Reservation desk

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31
Q
  • used for attending all phone calls land up in the hotel
A

Telephone Operator

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32
Q

-Provide food and beverage facilities to the guest

A

Functions of Food and Beverage Services

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33
Q

-Take care of the cleanliness of rooms, hotel building, and furniture furnishing

A

Functions of Housekeeping

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34
Q

-Provide food to the staff of the hotel

A

Functions of Food/Kitchen Production

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35
Q

-Maintain all the equipment inside the hotel

A

Functions of Maintenance

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36
Q

-Training and development of employee

A

Functions of Human Resources

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37
Q

-Training and development of employee
-Maintenance of attendance records, leave records, etc.

A

Functions of Human Resources

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38
Q

-Maintenance of the property management system of the hotel

A

Functions of Electronic Data Processing:

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39
Q

-Maintenance of audio-visual equipment for conferences and parties
-Maintenance of audio-visual equipment of the hotel

A

Functions of Communication

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40
Q

-Responsible for safety and security of guest in the hotel

A

Functions of Security

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41
Q

-Purchase all types of equipment and materials for the hotel
-Store all the purchased items properly as per basic rule (First In, First Out)

A

Functions of Purchasing & Stores

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42
Q

is a comprehensive plan by a hotel owner to define departmental activities and responsibilities.

A

Hotel Management Structure

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43
Q

-Front Office is the area in a hotel where the guest arrive first
-Front office manager is obviously responsible for managing all duties and activities of the front desk or reception

A

Front Office Manager

44
Q

is responsible to manage all activities related to housekeeping maintenance

A

Executive Housekeeper/Housekeeping Manager

45
Q

-mainly responsible for managing catering food and beverage services in a hotel

A

Food and Beverage (F&B Manager)

46
Q

-the person in a hotel who has mastery with the senses of flavors

A

Kitchen Manager/Chef

47
Q

-a person will ensure that just about everything in the hotel is in proper working order

A

Hotel Maintenance

48
Q

-ensuring timely and accurate reporting of financial information

A

Hotel Accountant/Controller

49
Q

-handle a variety of personnel and administrative functions within an organization or business, including benefits and compensations, employee training, recruitment and disciplinary procedures

A

Human Resources Manager

50
Q

-the conversion of data into correct form
-Computer data processing

A

Data Processing Executive

51
Q

-provides and effective service by answering emergency and highly priority telephone calls, as efficiently and quickly as possible

A

Hotel Communication Officer

52
Q

-to protect the hotel and the guests, employees and property within it

A

Hotel Security Guard

53
Q

-responsible for ordering inventory, supplies, equipment and services for all departments and divisions

A

Hotel Purchaser

54
Q

-analyzing current sales figures and forecasting projected number to implement effective marketing and sales strategies is also crucial

A

Sales and Marketing Manager

55
Q

-Hotel managers are generally exposed to long shifts that include late hours, weekends, and holidays due to the 24 hour operation of hotel

A

Working Conditions

56
Q

25 rooms or less

A

Small Hotel

57
Q

26 to 99 rooms

A

Average Hotel

58
Q
  • 100 to 299 rooms
A

Above Average Hotel

59
Q
  • More than 300 rooms
A

Large Hotel

60
Q

Basis of Star System

A

One star
Two star
Three star
-Four star
-Five star
-Five star deluxe
-Five star super deluxe

61
Q
  • located in the heart of the city
    -more expensive than suburban hotel
A

Downtown Hotel

62
Q

-located in the suburbs of cities
-patronized by low budget tourists

A

Suburban Hotels

63
Q

-located near airports, especially international airports

A

Airport Hotels

64
Q

-also called Motor Hotel or transit hotel
-located alongside the highways

A

Motels

65
Q

-exotic location away from crowded residential areas
-recreation facilities and breathtaking scenery typical of most resorts

A

Resort Hotel

66
Q

-hotel which floats on water

A

Floatels

67
Q

-luxury boats/yachts which can ferry people from one place to another

A

Boatels

68
Q

-also known as “Vacation Ownership”
-these properties are in resort areas like hills, beaches, forests, etc.

A

Timeshare

69
Q

-quite similar to timeshare
-developed on joint ownership basis
-owner can occupy and sell his unit

A

Condominium Hotels

70
Q

-classified as operating under a management contract or as a franchise of referral group
-some chains own affiliated properties, but many do not

A

Chain Hotels

71
Q

-do not have ownership or management affiliation with other properties
-the owner may decide the standard, type of clientele, the tariff, etc.

A

Independent Hotel

72
Q

-these contracts are normally on a long-term basis
-the management contract can even be signed before the construction starts

A

Management Contract

73
Q

Franchise
-a system in which the franchise owner grants another the right or privilege to merchandise a product or service for a specified return
-best known franchising companies are Holiday Inn, Choice International, Quality Hotels, Inns and etc.

A
74
Q

-consist of independent hotels which have grouped together for some common purposes
-the member hotels recommend guests to other member hotels

A

Referral Groups

75
Q

-motels and airports are the best example of these hotels
-patronized by those guest who are in transit and will be travelling further to their destinations

A

Transit Hotels

76
Q

-rest houses and government guest houses etc are the best examples
-one is not allowed to stay for a very long time as these hotels are very economical

A

Transient Hotels

77
Q

-offer rooms/apartments on monthly basis
-best examples are hostels
-located in any part of the country

A

Residential Hotels

78
Q

-most hotels in present days .
-the rent charged will be on a daily basis
-may offer special allowance on room rent to these guest

A

Semi Residential Hotels

79
Q

-very common in schools and colleges
-patronized by students of a particular school or college

A

Hostels

80
Q

-Heritage Grand Hotels are those which are more than 100 years old

A

Heritage Hotels

81
Q

-very small and very expensive hotels
-it has more number or restaurants

A

Boutique Hotels

82
Q

-a new addition to the hotel industry
-provide a living room, bedroom, kitchenette, etc.

A

All Suite Hotels

83
Q
  • ANY BUILDING OR OFFICE COTAINING SEVERAL INDEPENDENT AND FURNISHED OR SEMI FURNISHEX APARTMENTS, REGURALY LEASED TO TOURIST AND TRAVELERS FOR DWELLING ON A MORE OR LESS LONG- TERM BASIS AND OFFERING BASIC SERVICES TO ITS TENANTS, SIMILAR TO HOTEL.
A

Apartel

84
Q

-AN ESTABLISHMENT, COMMONLY, A HOUSE THAT OFFERS LODGING FOR BACKPACKERS TRAVELERS OR YOUTH HIKERS FOR A CHEAP PRICE. IT IS LIKE DORMITORY WHERE THERE IS A ROOM WITH MANY BEDS WHERE OPPOSITE GENDER MAY STAY EVEN KNOWING EACH OTHER AND ONLY ONE BEDROOM IS SHARED.

A

Backpacker

85
Q

-A PRIVATE HOME IN WHICH GUESTS CAN BE ACCOMMODATED AT NIGHT IN PRIVATE BEDROOMS. OWNERS ALSO STAY ON THE PROPERTY, PUBLIC AREAS IN THE HOUSE HAS LIMITED ACCESS FOR GUESTS, MAYBE RUN AS A SECONDARY OCCUPATION. BREAKFAST IS INCLUDEDIN THE PRICE.

A

BED AND BREAKFAST(B&B)

86
Q
  • AN ESTABLISHMENT PROVIDING ALL FEATURES AND FACILITIES OF A NORMAL HOTEL IN A UNIQUE AND EXCLUSIVE STYLE. THESE PROPERTIES ARE GENERALLY SMALL, FEATURE TOP CLASS SERVICE AND ARE MARKETED TO THE AFFLUENT.
A

BOUTIQUE HOTEL

87
Q

-AN IDEAL FOR BUSINESS TRAVELERS AND THOSE WHO DON’T REQUIRE FRILLS AND WANT TO SAVE SOME MONEY. THERE IS VARIETY TO CHOOSE FROM ACROSS THE COUNTRY AND ALL OFFER AFFORDABLE ROOMS

A

BUDGET HOTEL

88
Q

-AN ACCOMODATION PROVIDED BY COLLEGES AND UNIVERSITIES FOR THEIR STUDENTS IS OFTEN MADE AVAILABLE- WITH MEALS-TO INDIVIDUALS OR GROUPS AT CERTAIN TIME OF THE YEAR, TYPICALLY THE SUMMER, EASTER AND CHRISTMAS HOLIDAY PERIODS

A

CAMPUS ACCOMMODATION

89
Q

-GENERALLY A PRIVATE HOME WHICH HAS BEEN CONVERTED FOR THE DEDICATED AND EXCLUSIVE USE OF GUEST ACCOMMODATION. THE PUBLIC AREAS OF THE ESTABLISHMENT ARE EXCLUSIVE FOR THE SUE OF GUESTS. OWNER/MANAGER EITHER LIVES OFF-SITE SEPARATE FROM THE PROPERTY. OFFERS A WIDER RANGE OF SERVICES THAN A B&B, AND USUALLY CATERS FOR ALL MEALS.

A

GUEST HOUSE

90
Q

-A PARK THAT OFFERS HOLIDAY HOMES AND MOST LIKELY, TOURING CAMPING PITCHES.

A

HOLIDAY PARK

91
Q

THE LARGEST OF ALL ACCOMMODATIONS

A

HOTEL

92
Q

-A PLACE OF REFUGE FOR TRAVELERS, OFTEN OPERATED BY A RELIGIOUS GROUP.

A

HOSPICE

93
Q
  • A LODGING SUPERVISED BY ADULTS, PLANNED FOR THE USE OF YOUNG HIKERS OR BICYLIST, ALSO YOUTH HOSTEL. A STUDENT RESIDENCE OR DORMITORY.
A

HOSTEL

94
Q

-A TRADITIONAL TYPE OF ACCOMMODATION WITHIN THE PUB.

A

INN

95
Q

-AN ACCOMMODATION FACILITY WHICH IS LOCATED AND DESIGNED TO OPTIMIZE THE FEELING OF BEING CLOSELY IN TOUCH WITH NATURE. THE BUILDING STYLE SHOULD FEATURE NATURAL MATERIALS AND COLORING SUCH AS WOOD, STONE, AND THATCH. AN OUTDOOR EXPERIENCE SHOULD BE OFFERED AT THE LODGE.

A

LODGE

96
Q
  • A HOTEL WITH A 5-STAR QUALITY AWARD THAT HAS A RANGE OF LEISURE AND SPORTING FACILITIES. THESE INCLUDE AN 18-HOLE GOLF COURSE, SWIMMING POOL AND LEISURE CENTRE, AND COUNTRY PURSUITS.
A

INTERNATIONAL RESORT HOTEL

97
Q
  • IS ALSO A PLACE WHERE YOU CAN LODGE, THEY WILL SERVE YOU FOOD AND OTHER SERVICES BUT MOTEL AS DIFFERENT FROM HOTEL.
A

MOTEL

98
Q
  • A PRIVATE OR FAMILY OPERATED TOURIST BOARDING HOUSE, TOURIST GUEST HOUSE OR TOURIST LODGING HOUSE EMPLOYING NON-PROFESSIONAL DOMESTIC HELPERS REGULARLYCATERING TO TOURISTS AND TRAVELERS, CONTAINING SEVERAL INDEPENDENT LETTABLE ROOMS, PROVIDING COMMON FACILITIES SUCH AS TOILETS, BATH ROOMS/SHOWER, LIVING AND DINING ROOMS AND OR KITCHEN AND WHERE A COMBINATION OF BOARD AND LODGING MAY BE PROVIDED
A

PENSION HOUSE

99
Q

-THIS TYPE OF ACCOMMODATION NOT DEDICATED FOR FULL TIME OCCUPATION OF GUESTS, BUT IS A PRIVATE HOUSE OR APARTMENT WHICH IS TEMPORARILY AVAILABLE FOR RENTAL, OFTEN DURING PEAK TOURISM SEASONS.

A

PRIVATE HOME

100
Q
  • A HOUSE FOR RENT WHERE PEOPLE HAVING A VACATION CAN RENT FOR A SHORT TERM. THIS IS WHERE THEY CAN USE ALL THE HOUSE’S FACILITIES.
A

Transient House

101
Q
  • ANY PLACE WITH PLEASANT ENVIRONMENT AND ATMOSPHERE CONDUCIVE TO COMFORT, HEALTHFUL RELAXATION AND REST, OFFERING FOOD, SLEEPING ACCOMMODATION AND RECREATIONAL FACILITIES TO THE PUBLIC FOR A FEE OR RENUMERATION.
A

RESORT

102
Q

-THE RESTAURANT IS THE MOST SIGNIFICANT PART OF THE BUSINESS, AND IS USUALLY OPEN TO NON-RESIDENTS AS WELL AS THOSE STAYING THERE BREAKFAST IS USUALLY PROVIDED.

A

RESTAURANT WITH ROOMS

103
Q
  • A HOUSE, COTTAGE, APARTMENT, CHALET OR SIMILAR ACCOMMODATION, WITH SELF CATERING FACILITIES, WHICH IS LET NORMALLY ON A WEEKLY BASIS TO INDIVIDUALS, ALTHOUGH SHORTER BREAKS MAY BE AVAILABLE.
A

SELF CATERING

104
Q

-ESSENTIALLY SELF-CATERING APARTMENTS WHERE SERVICES SUCH AS CLEANING ARE AVAILABLE. MEALS AND DRINKS MAY BE ALSO AVAILABLE EITHER TO EACH APARTMENT OR IN A RESTAURANTAND/OR BAR ON SITE.

A

SERVICED APARTMENT

105
Q

-A PARK THAT OFFERS TOURING PITCHES, AND MAY OFFER CAMPING PITCHES AS WELL.

A

TOURING PARK

106
Q

A PARK FOR CAMPING ONLY

A

CAMPING PARK

HM112 (7 decks)

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