Hospitality Management 7

Hospitality

"the reception and entertainment of guests, visitors or strangers with liberality and good will." Derived from "hospice": medieval house of rest/nursing home

Double Occupancy Percentage

(Total # of Guests - # of Rooms Occupied) / (# of Double Occupied Rooms)

diversity

(n.) difference, variety; a condition of having many different types of forms

Franchising

- Allows for a company to expand rapidly - Uses other people's money - The company Over 180 hotel brands in North America today

Classifying Hotels

- Location - Types of services offered - Market price levels

Multiplier Effect

- New money spent by tourists is then re-spent by hotels and restaurants in the community for goods and services - Leakage occurs when money must be spent outside the community for goods unavailable within the community

Travel Agency

- Serve as a middle person - Agents use computer reservation systems - Make money on commissions charged to hotels and car rental bookings - Charge clients a fee for their services - What does the future hold for travel promoters?

Destination Management Companies

- Service organizations - Meet the needs of their clients - They sell destinations - Meeting planners - Incentive companies

Airline Deregulation

-Change occurred in 1978 -Purpose is to allow a free market of competition (fare structures) -Change in companies and the way airlines are doing business

The Hub-and-Spoke System

-Enables passengers to travel from one smaller city via another smaller city -Centers for connections around the world Benefits -Airlines can service cities at a lower cost -Airlines can maximize passenger loads from small cities, thereby saving fuel

Economic Impact of Tourism

-International travelers spend about $172.3 billion on travel-related expenses in the US annually -24.8 million people are directly employed in the industry -Travel generates $145.6 billion yearly in tax receipts (federal taxes), much more state/local -Approximately 40 million international travelers visit the US each year

Resort

-Originally began due to rail travel -"Captured Clientele" -Food service is unique - Diversified marketing mix Children Groups Eco-tourism Ex: Greenbrier in West Virginia Ex: The Ritz Carlton Kapalua in Maui, Hawaii

City Center Hotels

-Public transportation available -Range of accommodations and services -Typically have a signature restaurant

Pineapple Tradition

-Symbol of welcome, friendship and hospitality -Recognized internationally -Foundation for concept of "SERVICE"

Characteristics of Tourism

-Year-round economic driver -Accounts for 11.2% of world GDP 8.8% of global workforce -Employer of 220 million people or 8.8% of the global workforce -Spending is $932.3 billion (2006) -Leading producer of tax revenues

Central Reservation System

-example of the concept of place in the lodging industry -is owned and operated by a hotel chain -is a computerized system that stores and distributes information of a hotel, resort, or other lodging facilities

collateral

-something pledged as security for repayment of a loan to be forfeited in the event of a default -businesses often include it in a credit application, a listing of assets such as equipment and buildings to be used as this

Five basic areas of marketing

-target market -product -price -place -promotion

Seven Deadly Sins of Service

1) Apathy 2) Brush-off 3) Coldness 4) Condescension 5) Robotics 6) Rule book 7) Runaround

Strategy of Job Placement

1. Income 2. Professional Status 3. Evaluating the Employer 4. Determining potential job satisfaction 4. Accepting skilled jobs

Manager's role (objectives)

1. Make guests feel welcome. 2. Wants to make things work for guest. 3. Makes sure operation continues to provide service while making profit.

first hotel in America

1749 City Hotel in NYC

National Labor Relations Act

1935

First Hotel School

1950 Cornell

I-9 must be retained for

3 years after an original date of hire

An employee working more than 5 hours in a day is entitled to a

30 minute meal period

What is the average number of wage hours per week if an operation has 58 wage hours per day and is open 6 days a week?

348

__% of domestic travel is ____

82%, Pleasure

Washing state workers the age of 14 or 15 can be paid

85% of minimum wage

Demand

=customers; The desire and ability to purchase a good or service at a particular price during a specified period

Board of Directors

A body of elected or appointed members who jointly oversee the activities of a company or organization.

Mission Statement

A brief description of a company's fundamental purpose. Articulates the company's purpose.

Partnership

A business with an association of two or more persons engaged in enterprise in which the profits and losses are shared proportionally.

Youth camp

A camp, usually open in the summer and operated by an organization such as the YMCA, where children spend a set period of time learning activities in a relatively primitive setting.

Maid cart

A cart stocked with all the supplies a housekeeper will need for the day, including a vacuum cleaner, duster, cleaning supplies, clean towels, and trash bags.

Line chef

A chef in a smaller restaurant who is responsible for cooking everything on the menu to guests' specifications.

City Ledger

A client whose company has established credit with a certain hotel. Charges are posted to the city ledger & accountants are sent once or twice monthly.

Tour operator

A company that provides travel packages, either to travel agents or directly to customers.

Retail travel agency

A company that sells travel arrangements, including lodging, to customers, either through packages or direct communication with a hotel.

Global reservation system

A computerized reservation system in which guests can make hotel reservations at the same time they make airline and car rental reservations.

Independent reservation system

A computerized, toll-free reservation system provided to smaller hotel operators by an independent company for a fee.

Multiplier Effect

A concept that refers to new money that is brought into a community to pay for hotel rooms, restaurants meals, and other aspects of leisure. That income then passes into the community when the hotel or restaurant orders supplies & services, pays employees & so on.

Short-order cook

A cook who prepares food such as hamburgers and French fries, often supporting a line chef.

Corporate lodging operation

A corporation that owns and operates one or more lodging operations.

Mortgage

A debt

Organizational Chart

A diagram that clearly illustrates the supervisory relationships among the organization's owners, management, and all other employees.

Specialty rate

A discount rate offered to airlines, employees, or other pre-approved groups.

Family plan

A discount rate often offered on the weekend by hotels that specialize in corporate business, used to attract budget-conscious tourists when rooms are not in demand by business travelers.

Government rate

A discount room rate offered to government employees which tries to match the per diem offered to government employees.

Senior rate

A discount room rate offered to guests over a certain age, usually 55 to 65.

Group rate

A discount room rate offered to someone reserving a block of rooms at the same time, usually requiring a minimum number of room reservations.

Reserve key drawer

A drawer at the hotel's front desk that holds extra keys for each room, in addition to the keys on the key rack.

Profit

A financial gain, especially the difference between the amount earned and the amount spent in buying, operating or producing something. Revenue - costs = profit

Franchise

A firm which already has a successful product or service enter into a continuing contractual relationship with other businesses operating under the franchisers trade name.

What is bargaining in good faith between employers and unions?

A genuine attempt to reach an agreement during negations (pg. 261)

Room block

A given number of rooms that are held in reserve, to ensure that overstays and clerical errors do not result in overbooking.

Maitre d'hotel

A greeter in a restaurant, usually a man who seats customers at their tables.

Bed and Breakfasts

A home away from home Accommodation with an owner who lives on premises Maintains a few rooms Offers breakfast Personable and quick service

Economy operation

A hotel catering to a traveler on a budget, with very few services or amenities - also called a budget hotel.

All-suite hotel

A hotel in which every room is a suite, with a bedroom and living room, catering to business travelers.

Airport hotel

A hotel located near an airport, usually offering shuttle service to and from the airport, as well as meeting rooms, and early checkout.

American plan

A hotel pricing plan that includes three meals with the cost of the room.

Modified American plan

A hotel pricing plan that includes two meals a day with the cost of the room.

Suite

A hotel room with a bedroom and living room.

Limited-service operation

A hotel targeting budget-conscious travelers that offers guest rooms and limited guest services and few amenities.

Resort hotel

A hotel with a number of onsite recreation facilities, offering a complete vacation in one location - often located near a beach, golf course, or popular recreation destination.

Section master key

A key that opens all rooms in a section assigned to one housekeeper.

Hotel

A large commercial lodging establishment offering overnight accommodations, a restaurant, meetings rooms, and other amenities.

Room rack

A large display found at a hotel's front desk that tracks the status of each room in the hotel.

Valet service

A laundry service offered to hotel guests.

Limited Liability Company (LLC)

A legal from of business organization with daily activities like a partnership but with limited liability similar to a corporation.

Continental breakfast

A light breakfast, usually consisting of muffins or sweet rolls, plus juice, coffee, or tea, often provided free of charge to hotel guests.

Campground

A lodging operation offering guests either a place to pitch a tent or a space to park a recreational vehicle.

European plan

A lodging pricing plan in which no meals are included in the price of the room.

full-service hotel

A lodging property that offers a full range of services and amenities including recreational services, food and beverage services, a bell staff, a concierge staff, a housekeeping staff, a front desk, and maintenance.

non-guaranteed reservation

A lodging reservation for which the guest has not offered guaranteed payment, usually held until some set time in the evening, and then given to someone else if needed.

Motor inn

A lodging similar to a motel, inexpensive and located near a highway, but with more than one floor and more services.

remind-o-timer

A machine that sounds a loud alarm to remind the front desk clerk to make wake-up calls to hotel guests.

Date- and time-stamping machine

A machine that stamps a date and time on correspondence or forms - used to keep track of guest check in and check out, and hotel correspondence.

Hospitality Marketing

A management process of fulfilling the needs and wants of the customer. How goods and services move from concept to customer.

Table-d'hote menu

A menu on which a complete meal or a few courses are offered together at a fixed price.

À-la-carte menu

A menu on which each item carries its own price.

Folio tray

A metal tray that holds folio cards for each guest in the hotel, usually organized by room number.

Cashier

A person in a restaurant or hotel who takes customers' money and gives them change.

Destination market

A popular tourist attraction, such as the Grand Canyon, that attracts a large number of visitors.

Cleaning caddy

A portable organizer that holds all the supplies needed for cleaning the bathroom in a hotel room.

House limit

A pre-set limit on the amount guests can charge on a credit card before additional authorization from the credit card company must be received.

Yield management

A pricing strategy in which the price of rooms is adjusted based on consumer demand, rising in periods of peak demand and falling in the "slow season."

Telephone printer

A printer attached to the hotel's phone and accounting systems that keeps track of outgoing calls made by guests.

Homestay

A private home in which the owners accept paying guests, and usually include breakfast with the cost of the stay.

bed and breakfast (B&B)

A private residence that has been turned into an owner-operated commercial inn, usually with only four or five guest rooms, and in which breakfast is included with the cost of the room.

sous-chef

A professional cook

Key rack

A rack that holds keys for each room in the hotel.

Mail rack

A rack that stores and organizes mail intended for hotel guests.

Posted voucher rack

A rack where vouchers for hotel charges such as telephone calls and restaurant meals are stored after the charges have been posted but before they are checked by the auditor at night.

Inventory log

A record of all items that go into or out of a storage area.

Price

A reflection of supply and demand.

P.M. room status report

A report detailing the status of each room, created by a housekeeping supervisor from section housekeepers' reports, usually created at the end of the day.

a.m. room status report

A report detailing the status of each room, created by a housekeeping supervisor from section housekeepers' reports, usually created by noon.

Room status report

A report listing the status of each room for the day - given to the housekeeping manager to determine which rooms need to be cleaned or changed.

Section housekeepers report

A report made by a housekeeper to keep track of the status of the rooms to which he or she is assigned.

Maintenance work order

A request, usually made by a housekeeper, to have maintenance or repairs performed on a room.

experimental method

A research method whereby a researcher observes the results of changing one or more marketing variables

guaranteed reservation

A reservation in which the guest has presented a credit card, advance payment, or direct billing to ensure that the room will be held for a guest who arrives late, and ensures that the hotel will be paid for the room even if the guest does not show up.

Central reservation system (CRS)

A reservation system utilized by a hotel chain that allows customers to call one number, usually a toll-free number, to make reservations at any hotel in the chain.

All-inclusive resort

A resort in which all amenities and services, including food and beverages, are included in the cost of the room. Example: Club Med.

Standard resort

A resort where guest rooms are priced and paid for separately from activities, some services, and food.

Asset

A resource with economic value that an individual, corporation or country owns or controls with the expectation that it will provide future benefit.

Station chef

A restaurant employee who actually makes the food, usually responsible for one portion of production, such as vegetables - also known as a production chef.

Sous chef

A restaurant employee who supervises production chefs and oversees the actual production of food.

Du jour menu

A restaurant menu that features the specials of the day.

Drive-up

A room (usually in a motel) at ground level and directly off the parking lot, that guests can drive up to.

Complimentary room

A room for which the hotel does not charge a fee, often offered to a group paying for a specified number of rooms.

Travel agent discount

A room rate discount offered to travel agents for their personal use.

Rotary information rack

A round, rotating piece of equipment found at a hotel's front desk that is used to alphabetically keep track of registration information for guests.

Bell service

A service offered by luxury hotels in which a bell hop carries customers' bags to their rooms for them.

concierge service

A service provided by full-service hotels in which employees at a guest service desk provide information for guests, and sometimes secure restaurant reservations and theater tickets.

Do Not Disturb (DND)

A sign placed outside a guest room indicating that the guests don't want to be bothered until after check-out time.

Recession

A significant decline in activity across the economy, lasting longer than a few months. Has to last two consecutive quarters of negative economic growth.

Country inn

A small commercial inn that offers lodging and a restaurant, usually with six to 30 rooms, and generally offering breakfast included with the cost of a room.

Bed and breakfast inn

A small inn, similar to but larger than a B&B (with as many as 30 rooms), which may also host weddings or other special events, and in which breakfast is included with the cost of a room.

Corporate rate

A special discount rate for hotel rooms offered to business travelers.

Per diem

A sum of money allowed to government and business travelers by their employers to cover their food and lodging expenses.

Hub-And-Spoke System

A system by which airline passengers can travel from one small city to another via a hub at a major city

Service

A task performed for customers by a business.

Cumulative attraction

A term for lodging located near other attractions such as amusement parks, convention centers, or well-known restaurants.

Fiscal Calendar (Year)

A term that is used to differentiate a budget or financial year from the calendar year. Broken into reporting periods of 3 months.

Familiarization tour (FAM)

A tour provided by a lodging operator to familiarize travel agents with the facility, its location, and its amenities.

Cyclical Business

A type of industry that is sensitive to the business cycle.

cook

A worker who prepares food for eating

Maintenance log

A written record of what repairs have been made and when, including scheduled and unscheduled repairs.

Rating Services

AAA -> American Automobile Association Diamond Award, from 1-5 Only about 2% are 5-Diamond Mobil Travel Guide Five Star Award, from 1-5 Also about 2% 5-Star

Average daily rate

ADR = (Total Rooms Revenue) / (Total # of rooms sold)

Human relation skills

Ability to communicate in an effective manner

Technical skills

Ability to demonstrate a specific task

Administrative skills

Ability to lead and fulfill managerial tasks

Conceptual skills

Ability to see the big picture and forecast future needs

To evaluate an applicant's ability, aptitude, and skill as a cook, it is best to conduct a(n)

Actual Work Assessment

When should planned professional development programs begin?

After orientation and basic training

Management Contract

Agreement between investors or owners of a property who do not want to be involved in the operations of a business, and a management company hired for coordinating and overseeing a contract.

Executive Committee

All major departments including -rooms division -F&B -Marketing -Sales -Engineering -Human Services

Labor Force

All persons classified as working 40 hour weeks plus all those able, but not working a 40 hour week such as people who have been laid off.

Sales / Revenue

All total the money taken in over a specified period of time before and costs / expenses are deducted.

Marketing Consortiums

Also called referral organizations Numerous independent properties unite to compete with the marketing power of chain operations Similar benefits as franchises, at a lower cost Ex: Best Western

ADA

Americans with Disabilities Act of 1990

Budget

An estimate of costs, revenues, and resources over a specified period, reflecting a reading of future financial conditions and goals. One of the most important administrative tools.

Open house

An event sponsored by a lodging facility in which prospective guests are invited to tour the facility, meet management, and usually enjoy refreshments.

Amenity

An extra item or service that adds to a traveler's comfort or convenience.

Sole Proprietorship

An individual and his / her company are considered a single entity for tax and liability purposes. Owners are personally liable.

Hostel

An inexpensive lodging (usually a small inn) for students and other youth who are traveling on foot or bicycle, usually very inexpensive.

Motel

An inexpensive, single-story hotel near a highway with guest rooms facing and directly accessible from the parking lot.

Souvenir

An item that reminds you of a place you visited.

Which management action leads to the most accurate forecasting of the number of employees needed in a restaurant?

Analyzing last year sales and staff patterns (pg. 180)

Leisure travel

Any travel undertaken for pleasure, rather than for business reasons.

Post

Apply a charge to a guest's folio.

An operation should have a comprehensive employee development system primarily because employees

Are lacking advanced skills needed for the job

To increase the chance of getting necessary information from a potential employee's reference, a manager should

Ask a standard list of questions of all references

Which leadership style is most effective when working with an inexperienced staff who must learn procedures?

Autocratic

Back of the house

BOH

Managerial Organization

Bosses and workers (organization chart)

Organizing

Brining together physical, human and financial resources to achieve objectives. Identify, classify and assign activities.

Real Property

Buildings or housing in general.

Travel and Tourism Industry

Businesses that physically move people from one place to another.

Food and Beverage Industry

Businesses that prepare food for customers.

Recreation Industry

Businesses that provide activities for rest, relaxation, and enjoyment.

Lodging Industry

Businesses that provide overnight accommodations.

Front of the House

Busing dishes, waiter/waitress, server of cafeteria line; seen by consumer

Which federal act gives workers who lose health benefits the right to continue health benefits for a limited period?

COBRA

Perishability

Can only be sold once at a specific point in time. Once that time has passed you cannot sell that opportunity again.

All Suite Hotel

Cater to guests for an extended period Reduction in rate based on length of stay More space than typical hotel Examples Embassy Suites

Environmental noise can make communication more

Challenging

General Manager

Chief Operating Officer (COO) Ensuring highest level of associate and guest service Overseeing and coordinating operations Increasing profitability

Travelers slect destinations for different reasons

Climate, History or culture, sports, entertainment, & shopping facilities

Basic Measures Provided to protect guests

Closed Circuit Television Cameras

The First tavern in America was _______

Coles Ordinary in Boston, MA (1634)

first tavern in America

Coles Ordinary in Boston, MA (1634)

Union contract

Collective bargaining agreement

Motel

Combines basic hotel services with convenience for the automobile traveler.

A document used to capture information identifying patterns and problems is known as a(n)

Communication Log

Objectives

Concrete statements describing what the project is trying to receive. Should not be vague.

Which activity is a function of the hiring process and NOT the orientation process?

Conducting a drug test

A HACCP log records monitoring and

Corrective Action (pg. 253)

Variable Costs

Costs that cary depending on a company's production volume; they rise as production increases and fall as production decreases.

Open Seating

Customers are seated on a first come, first served basis.

Word of Mouth

Customers talking positively or negatively about their experiences to other potential customers.

Planning

Deciding where to take a company and selecting steps to get there.

Standard operating procedures (SOPs) are

Defined steps for performing work (pg. 86 and 170)

Policy

Defines an outcome

Procedure

Defines the means to the end and gives guidance in accomplishing an organizations goals and objectives.

Common Dynamics include

Delivery of services & guest impressions of them

Mid tier

Describes a full-service hotel that caters to business travelers, usually with meeting rooms, some in-room services and amenities, a pool, and shuttle service to an airport or train station.

Lower tier

Describes a full-service hotel that offers several services and amenities, but caters to a frugal customer.

Stay over (S/O)

Describes a hotel room in which the guest is expected to stay another day.

Under stay

Describes a room in which the guest checked out before they were scheduled.

Check-out (C/O)

Describes a room in which the guest is expected to check out that day.

Overstay

Describes a room in which the guests have decided to stay longer than originally intended.

Out-of-order (OOO)

Describes a room that cannot be used because of maintenance or other problem.

Vacant and ready (V/R)

Describes a room that the guest has checked out of and the housekeeping staff has cleaned.

Vacant (V)

Describes a room that was not occupied the night before and is ready to be rented.

Interception

Describes the ability of a lodging facility to intercept travelers going to or from an attraction, such as a business district or recreational facility.

Vision

Design orientated, determines its mission. Bigger picture and future orientated, defines the end game.

An example of motivating staff through recognition is

Designating an employee of the month

DMO

Destination Marketing Organizations; attract guests to specific destination where hospitality and tourism are big businesses

The first step in scheduling employees is to

Determine budgeted labor costs (pg. 175)

The main purpose of an exit interview is to

Determine which things about the operation could be improved (pg. 154)

A manager negatively affects motivation when he or she

Disciplines an employee in front of others

Which action do the Civil Rights Act, Equal Pay Act, and Americans with Disabilities Act prohibit?

Discrimination (pg. 237)

When prejudice exists in the workplace, it increases

Discrimination claims and litigation (pg. 19 Exhibit 1.11)

Trends in Lodging Operations

Diversity of workforce, increased use of technology, continued quest for increases in productivity, greening of hotels & guest rooms, security, diversity of the guest, compliance w/ the ADA

job application

Document that job seekers fill out to help employers screen applicants.

Which item in a personnel file must be kept separate from all other items?

Drug Test (pg. 69)

In order to understand an operation's job requirements and policies, all employees should receive a

Employee Handbook (pg. 79)

Performing reference checks on applicants is part of which step in the employment cycle?

Employee Screening (pg. 48)

Part-time workers

Employee that usually works about 30-35 hours per week

Turnover rates

Employees who depart voluntarily or involuntary

The individuals responsible for reporting tip income for tipped employees are the

Employer and Employee

The purpose of an affirmative action plan (AAP) is to

Ensure equal employment opportunity

The purpose of an employee termination or separation checklist in the termination process is to

Ensure nothing is forgotten (pg. 160)

Employers who use the tip credit provision under the Fair Labor Standards Act (FLSA) must

Ensure that total wages meet the minimum wage.

4 basic considerations influencing travel

Entertainment, Purchase opportunities, climate for comfort & cost.

Posting a notice about laws prohibiting discrimination is a requirement of the

Equal Employment Opportunity Commission (EEOC)

Fixed Costs

Expenses that do not change as a function of the activity (volume) of a business, within the revenant period.

Mandatory employee benefits include

FMLA, COBRA, and SS

Front of the house

FOH

Front Office Manager

FOM Enhance guest services Ensure the desired percentage of each market segment is achieved Make and exceed budget forecasts

Two-income families

Families where both parents work, resulting in two people getting income

Vacation Ownership

Fastest growing segment of travel industry - - Time share A condo that is owned Purchaser uses for a specific period of time each year - - Vacation club Purchase points that entitle purchaser to use of facility Not real estate based

An example of a bona fide occupational qualification listed in a job description would be

Female needed for women's restroom attendant (pg. 39)

FIFO

First in-first out - a method for rotating inventory to make sure that the items that arrive first are used first.

A main component of meeting production goals is to

Follow standard recipes

4 Segments of hospitality

Food & Beverage, Recreation, Travel and Tourism, Lodging

Off-premise sales

Food take-out, drive-through, and delivery

Rooms division department

Front Office, Reservations, Housekeeping, Concierge, Guest Service, Communication

Rooms Division

Front office Reservations Housekeeping Concierge Guest services Security Communications

Rooms division consists of

Front office, reservations, housekeeping, concierge, guest services, security, & communications

Four categories of lodging businesses that are based on level of service

Full services hotels, limited service properties, specialty accommodations, and institutional housing

One of the more difficult aspects of being promoted to a supervisor is

Gaining the respect of others (pg. 102)

Executive committee

General Manager, Human Resources, Food and Beverage, Rooms Division, Marketing and Sales, Engineering, Accounting

An employee incentive program is most likely to be successful when the

Goal is clear and attainable (pg. 117 and 118)

A complaint filed against an employer for breaking the terms of a union labor contract is called a

Grievance (pg. 260)

Shuttle service

Guest transportation from a hotel to an airport, train station, and sometimes local attraction, usually provided for free by full-service hotels.

Maintaining Safety Data Sheets (SDS) is one component of the

HAZCOM

Product Life Cycle

Has 4 very clearly defined stages, each with its own characteristics that mean different things for business that are trying to manage the life cycle of their particular products.

A foodservice employee appears ill, but has NOT reported the illness to management. When the manager investigates the health conditions that may affect the employee's ability to safely handle food, the manager is complying with

Health codes (pg. 251)

Casino

Heavy growth segment Low room rates, compared to most luxury hotels Subsidized food and beverage Themes are popular 500-4000 plus guest rooms Variety of food operations Contains a gaming room

Goals

High level statements that provide the overall context for what the project is trying to accomplish.

Airport Hotels

High occupancy due to location Business, group and leisure travelers Full service 200-600 rooms Convenient location Economical pricing

An example of applying a BFOQ exception to Title VII would be:

Hiring only males for the position of a mens locker room

Managers encourage diversity by

Holding individuals accountable for their actions (pg. 19)

The two types of sexual harassment are quid pro quo and

Hostile environment

Department with Greatest # of employes

Housekeeping

Contribution Margin

How much money each individual item to product contributes to the budget.

Steps of Management Planning

Identity specific company goals, each goal should have financial and human projections, each goal should have tasks or projects associated with its achievement.

Which federal law prohibits discrimination based on national origin or citizenship?

Immigration Reform and Control Act

Creating an environment where all people are valued can

Improve productivity

Employee involvement adds value to

Improving work processes

Honoring people's first languages and providing positive role models are ways a manager can

Increase cross cultural interaction

Yield Management

Increases room revenue by using demand-forecasting technique Based on the economics of supply and demand Pricing is based on Trends of demand Type of room to be occupied

Chief steward

Individual responsible for the cleanliness of the back of the house and dishwashing area

English Inns & Taverns were prominent during

Industrial Revolution (1760)

To determine the number of employees required for each shift on the master schedule, managers should rely on their past experience and the

Information from the point of sales (POS) system

The training strategy in which a trainee combines and demonstrates several chunks of instruction or steps in a job task that have already been learned is called

Integrative Practice

For team members, the most important quality in a supervisor is

Integrity

During the analysis of exit interview results, a popular restaurant learns that more than 50% of employees leaving are members of minority groups. The restaurant's next step should be to

Investigate the causes and make appropriate changes (pg. 154)

Volume

Is the amount of customer the operation has had. Sales volume is the amount of products it has sold. 1

Corporate Bond

Issues to raise money effectively in order to expand its business.

Intangable

It can't be sampled prior to purchace

An employee is assigned to learn how to make salads, wash dishes, and prepare desserts. This form of development is best described as

Job Rotation

A document that identifies the responsibilities and duties of a particular assignment or position is a

Job description (pg. 5)

Which tool is helpful in structuring salary ranges in an operation?

Job descriptions

A formal invitation to join an organization as an employee on a certain date to perform a certain range of duties for a specific salary or hourly rate with related benefits is called a(n)

Job offer

According to the ADA, if an employee discloses a disability, the manager should

Keep information confidential

With respect to customers MNE's, the most successful hospitality operations:

Know, understand, meet, and exceed their customer's MNE

Stock

Known as an equity investment (buying a piece of that company).

Bonds

Known as debt investments. Government borrows money from you and you gives it back to you after a specific period of time with intrest.

Money and benefit expenses that are paid to employees for their work are known as

Labor costs (pg. 174)

One advantage of recruitment advertisements placed in traditional media is the

Large number of potentially qualified people it reaches. (pg. 44)

Housekeeping

Largest department in terms of people Cleanliness key to success

Hospes

Latin word that means host or guest.

Physical Organization

Layout of workplace

Hotel Functions

Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners

Vertical Integration

Lodging companies meeting the needs of several types of guests based on price, facilities and amenities Luxury - Clarion Mid-scale - Quality Inn/Suites Budget - Comfort Inn Economy - Sleep Inn

Uniformed Services

Made up of Bell Captain, Door attendants, Concierge

An environment runs the risk of becoming hostile when management

Maintains a closed door policy for communication

Knowledge worker

Man or woman who applies to productive work ideas, concepts, and information (knowledge crucial to success)

In employee professional development, the individual responsible for assessing needs, recommending methods, and evaluating programs is the

Manager or supervisor (pg. 102)

Controlling

Measuring achievement against established objective and goals. Identifying resources of deviation from successful accomplishment and provide a corrective course of action.

Convention Hotels

Meet the needs of large groups Location close to convention center 500 plus rooms (Columbus needs more!) Larger public areas to accommodate greater public demand Banquet areas within and around the hotel High percentage of double occupancy Full-service oriented

Hospitality

Meeting the needs of guests with kindness and goodwill.

In which professional development method does the employee take charge of learning and seeking assistance when needed?

Mentoring

Real Estate Investment Trusts (REITS)

Method that enables small investors to combine their funds & protects them from the double taxation levied against an ordinary corporation or trust

Empty nesters

Middle-aged or older parents who do not have children living with them

Staggered scheduling allows a restaurant to

Minimize cost to the operation

Hotels are rated by...

Mobil - Five Stars AAA Awards - Five Diamonds

Liability

Moneys owed; debts or monetary obligations (opposed to assets)

Leading

Motivate employees to achieve business objectives and goals. Requires the use of authority to achieve those ends as well as the ability to communicate effectively.

National Travel Offices

NTO U.S. Canada, Germany, Australia all have them

The First Hotel In America______

NYC in 1749 City Hotel

NRA

National Restaurant Association The association representing restaurant owners & the restaurant industry.

NRA

National Restaurant Association. Forecasts a need for thousands of supervisors and managers for the hospitality and tourism industry.

Legally, OSHA requires

Notification of employees blood-borne illnesses (pg. 308)

Which employee development method is most prevalent?

On the Job training

Catering is subdivided into two things

On-Premise & Off Premise

Preventive maintenance

Ongoing repairs to a facility's buildings and equipment that prevent breakdowns, slow deterioration, and maintain the quality of the facility.

Prioritizing goals and tasks

Ordering objectives in terms of their importance. May also reflect steps necessary in completing a task or achieving a goal.

OECD

Organization for Economic Cooperation and Development

Which type of training is usually thorough, effective, and centered around topics that the operation is not equipped to handle?

Outside training and education

Public Branch Exchange

PBX Profit center Includes many types of communication Faxes Messages Pagers and radios Emergency center

Property Management Systems

PMS Computer-based applications Reservations management Rooms management Guest account management General management

PATA

Pacific Area Travel Association Association for the Promotion of excellence in travel within, and to and from, the pacific region

Distribution Channel / Supply Chain

Path or route along which goods or services more from producers or manufacturers to customers or industrial users.

A W-4 form is used for

Payroll and tax withholding

Psychographics

People's different patterns of activities, interests, opinions

Which part of a learning or training objective describes what the trainee will be able to do?

Performance

Observing and following up on routine tasks demonstrates which step of the fourstep training method?

Performance 1.Preparation 2.Presentation 3.Performance 4.Follow up

In a quid pro quo sexual harassment situation, the

Perpetrator is in a position of power over the victim.

During an interview, an applicant is asked a question to determine if they are likely to work well with the pace and culture of the operation. This variety of question is known as

Personality

Which item is difficult to assess from reviewing an initial job application?

Personality

Documents that are processed during hiring and orientation are kept in which type of file?

Personnel file (pg. 69)

Who is responsible for communicating the employee's' status for COBRA, ERISA, and HIPAA?

Plan administrator

Who is ultimately responsible for understanding and complying with an operation's mandatory benefit laws?

Plan administrator

4 Functions of Hospitality Management

Planning, Organizing, Leading and Controlling

Two Reasons People Travel

Pleasure & Business

Vacation Ownership

Politically correct way to saying "time-share"

The shift supervisor compliments one of the waitstaff for offering assistance at another table. This form of feedback is known as

Positive reinforcement

Overbooking

Practice of making more reservations that there are tables

Independant

Privately owned companies. Distinguishes one of a kind businesses from corporate chains.

Which type of budget is an estimate of revenues, expenses, and profit developed before a business opens?

Pro Forma

A restaurant employee who actually makes the food, usually responsible for one portion of production, such as vegetables also known as a station chef.

Production chef

Freeway Hotels

Prominent in the 1950s, started by Holiday Inn, Howard Johnson, Ramada Easy access to roadways Park outside the room entrance Example Motel 6, Super 8, Econolodge, etc.

Real Estate

Property consisting of land and the buildings on it, along with its natural resources.

In the coaching process, the manager's responsibility is to

Provide employees with individual feedback to improve performance (pg. 133)

Policy and Procedures

Provide standards against which individual performance can be judged.

Hospitality Industry

Provides services to people away from home.

What is the most essential role a manager plays when coaching employees?

Providing feedback in making suggestions for change (pg. 10)

Advantages

Publicly traded companies are able to raise funds and capital through the sale of their securities, whether debt or equity. The profit on stock or bonds is gained in form of dividend or capital gain to the holders of such securities.

Disadvantages

Publicly traded companies are generally required to have their accounts audited by outside auditors, and then publish the accounts to their shareholders.

Difference Between TQM & QC

QC focuses on error detection TQM focuses on error prevention

QC

Quality Control Error detection & Prevention, based on TQM, an important part of delivering exceptional service to guests.

Real estate investment trust

REIT. A method that enables small investors to combine their funds and protects them from the double taxation levied against an ordinary company or trust: designed to facilitate investment in real estate in much the same way a mutual fund facilitates investment in securities

Revenue per available room

REV PAR (Room Revenue) / (# of rooms available)

Room occupancy percentage

ROP = (Rooms occupied / total rooms avail)

An important characteristic of nonexempt or hourly employees is that they are allowed to

Receive pay for overtime work

Demand

Refers to how much (quantity) of a product or service is desired by buyers.

Quantity Supplied

Refers to the amount of a certain good producers are willing to supply when receiving a certain price.

When should a supervisor acknowledge an employee's efforts?

Regularly and daily

culinary

Related to coking and kitchen

Which is a federally protected characteristic?

Religion

Which is an example of a critical incident that would be recorded in the manager's communication log?

Reports of food-borne illness

Economy (Budget) Hotels

Represents 18 percent of total hotel rooms Accomplished 35 percent of industry growth Average room rate of $58 However, profit revenue is slow with an annual rate of 1 percent Clean rooms Reasonably sized and furnished Continental breakfast

Supply

Represents how much the market can offer

One way for managers to control overtime is to

Require advanced approval (pg. 270)

Food and Beverage Director

Responsible for the efficient operation of kitchen, catering, banquet, restaurant, room services

Ecotourism

Responsible travel to national areas that conserves the environment &sustains the well-being of the local people.

Ecotourism

Responsible travel to natural areas that conserves the environment and sustains the well-being of local people

Chains

Retail outlets that share a brand and central management and usually has standardized business methods and practices.

Which is an example of a voluntary employee benefit?

Retirement Plan

Rev Par

Revenue per available room Total rooms revenue for period divided by total rooms available during a period

A dependable income is an example of which type of need in Maslow's hierarchy of needs?

Safety

In order to develop a good master schedule, managers must utilize an accurate

Sales forecast (pg. 180)

call-ahead seating

Seating method in which customers phone ahead to be put on the waiting list for a table

Upgrade

Sell a guest a room with additional features or amenities (and usually a higher price).

Wholesale

Selling goods or services to retailers in larger quantities then sold to final consumers in smaller quantities.

Under dram shop law, if an individual has become intoxicated at an establishment, leaves, and then injures another person, the legally responsible parties would be the

Server and the establishment (pg. 256)

Amenities

Services or goods offered to hotel guests in addition to a basic room, such as soaps, robes, a game room, or a pool.

When employees are promoted to supervisors, they should focus most on

Serving as excellent role models (pg. 8-9)

By law, a 16-year-old employee can perform which task in a restaurant?

Serving food to customers (pg. 306)

Corporate / Organizational Structure

Set of beliefs, values and norms along with symbols and personalities that represent the unique character of an organization. Provides context of an action. How they get things done.

Common Stock

Shares in the ownership of a corporation that are entitles to residual dividends, after binds and referred stock have first received interest and dividends.

Managers' communication logs should include detailed information about

Shift activity (pg. 201)

Management Planning Process

Should inside a strategy for evaluating the progress toward goal completion throughout an established time period.

A manager should use progressive discipline in order to

Show a commitment to employee success

A federal pension program in which most private sector employers and employees must participate is called

Social Security (pg. 273)

When using the Internet to post a job opening, a manager should use

Social media? Not sure about this one

Informal Organization

Social organization; influential workers/leaders

Walk-in

Someone who wants to stay in lodging, but does not have a reservation.

Expediter

Staff member who gets the orders from the servers, gives them to the station chefs, then checks the orders before they are picked up.

Prosperity

Stage in an economic cycle in which conditions of low-unemployment and high total income prevail, lead to sign consumer purchasing power through abundant income levels.

To ensure that customers are consistently satisfied and financial goals are met, operations must establish

Standards

100. Employees injured at work are compensated for medical costs, lost wages, and other costs according to

State Law

behavioristics

Statistics about consumers based on their knowledge, attitudes, use, or response to a product

demographics

Statistics that describe a population in terms of personal characteristics, such as age, gender, income, ethinicity, or education

The belief that all members of a particular group are the same is known as a

Stereotyping (pg. 18)

Stockholders

Stock is traded publicly report their major shareholders each year.

Dry storage

Storage for dry goods such as canned goods, boxed goods, napkins, and other items that do not need to be refrigerated or frozen.

Trends in Hospitality

Sustainability, Globalization, Safety & Security, Diversity, Service, Technology, Legal Issues, Changing demographics, Price & Value, Sanitation

Pineapple

Symbol of welcome, friendship, and hospitality.

Total Quality Management

TQM a managerial approach that integrates all of the functions and related processes of a business such that they are all aimed at maximizing guest satisfactions through ongoing improvement

The primary purpose of training is to

Teach employees how to do their job well

Training is most effective and efficient when it

Teaches employees only the things that are relevant to their jobs and have not yet been learned (pg. 85)

Gathering items that belong to the organization and delivering the final paycheck are components of an employee

Termination checklist (pg. 160)

A series of repeated activities that managers and human resource professionals perform to ensure that their operations are fully staffed and their employees are productive is known as

The Employment Cycle

The law that puts strict limitations on employing kids under 16 years of age is

The Fair Labor Standards Act

Operations are most commonly cited by OSHA as being in violation of the

The Hazard Communication Standard (HCS) also known as "Right to Know" or HAZCOM (pg. 309/310)

Folio

The account for a hotel guest during his or her stay.

Discretionary / Disposable Income

The amount of an individual's income that is left for spending, investing or saving after taxes and personal necessities.

Sales Mix

The amount of different items sold in a shift. All items are tracked to compare how popular they are in relation to how much their contribution margin is.

Daily Report

The amount of money required to pay for each persons food service a day

Quantity Demanded

The amount of product people are willing to buy at a certain price

Par level

The amount of supplies needed to stock the hotel for one night.

Front of the House (FHO)

The area in a hospitality business that guests usually see.

Return on Investment (ROI)

The benefit to the investor resulting from an investment of some resource. Also used to evaluate the efficiency of an investment or to compare the efficiency of a number of different investments.

Dividend

The cash distribution of profits to the common stock shareholders and the owners of the corporation.

Manufacturing / Production Sector

The creation and assembly of components and finished products for sale

Front of the house

The customer service area and dining room of a restaurant.

Variance

The difference between budgeted or beeline amount of expense or revenue, and the actual amount. Favorable when the actual revenue is higher than the budget or when the actual expense is less than a budget.

Accessibility

The ease with which guests can enter, leave, and utilize a property, also applies to the ability of guests in wheelchairs or needing other assistance to utilize a facility.

Cost / Expenses

The economic expenditures that a business incurs through its operations to earn revenue. In order to maximize profits, businesses must attempt to reduce expenses without also cutting into revenues.

Factors that have an impact on a specific area's labor market include:

The educational levels of those who live in the area, the areas unemployment rates, and the average age of the areas population.

In order for an employee to bring charges of sexual harassment against an employer, the following steps are required:

The employee should tell the harasser that his or her conduct is unwelcom The employee should cooperate fully in any subsequent investigation, and The employee should make a formal complaint with management.

Bus staff

The employees in a restaurant who assist the waiters and waitresses, especially in clearing tables and refilling water glasses and coffee cups.

Initial Public Offering (IPO)

The first sale of stock by a private company to the public. Often issued by small, younger companies seeking the capital to expand

empowerment

The granting of authority or power to front-line personnel for handling and solving guests' problems

Bell hop

The hotel employee responsible for carrying guests' bags to their rooms.

Night Auditor

The individual who verifies & balances guests accounts

Inseperability

The linkage of hospitality products and services

Entrée

The main dish in a meal.

Corporation

The most common form of business organization, and one which is characterized by a state and given many legal rights as an entity separate from its owners. Characterized by the limited liability of its owners, the issuance of shares of easily transferable stock, and existence as a going concern.

Introduction Stage

The most expensive stage for a company launching a new product.

Executive Committee Chief Executive Officer (CEO)

The most senior corporate officer or administrator in charge of managing a for profit or non-profit organization.

After distributing a copy of the employee handbook and any updates at orientation, a manager should first

The new employee to sign and date a receipt for the documents

Room Occupancy Percentage (ROP)

The number of rooms occupied divided by rooms available

Occupancy rate

The number of rooms that are occupied in a lodging facility on average.

Unemployment Rate

The number of unemployed persons divided by the labor force (# of unemployed persons plus the # of employed persons).

Back of the house

The operational areas of a restaurant, especially the kitchen.

Corporate Culture

The overall style or feel of a company. Governs how people relate to each other and their jobs

Hotelier

The owner or manager of a hotel.

Service Sector

The part of the economy that includes individuals and businesses that produce services rather than goods. Provides a significant majority of jobs in the US.

Waiter or waitress

The person who provides table or counter service to customers in a restaurant.

Rack Rate

The price a hotel charges for a room before any discount has ben taken info account. The published rate for a room ,sometimes set artificially high and used to calculate a variety of discounts

Management Planning

The process of assessing an organization's goals and creating a realistic, detailed plan of action for meeting those goals. Takes into consideration short and long term corporate strategies.

economic multiplier

The process of how money filters through a local economy and is spent and re-spent, creating income for other businesses.

Booking a reservation

The process of taking reservation

Inseparability

The production and consumption of the service / product at the same time.

Executive chef

The restaurant employee who plans the menu, purchases food and beverages, and supervises the kitchen staff.

Retail

The sale of goods or services from a fixed location in small or individual lots.

When planning to cross-train an employee, a manager should first consider the

The skills the employee will gather (pg. 221 and 211)

Growth Stage

The stage characterized by a strong growth in sales

Rack rate

The standard rate for a room in a hotel - also known as the walk-in rate.

Shoulder season

The time of year when demand for rooms is at its lowest.

Peak season

The time of year when demand for rooms is highest.

Executive chef

The top manager in a restaurant or hotel kitchen

Gross Domestic Product (GDP)

The total market value of all consumer goods and services that are produced within a country, during a given period (usually one year). Includes profits from all the foreign owned corporation and foreign individuals working in the US.

By legal definition, sexual harassment in the workplace is behavior that is considered offensive and unwelcome as determined by the

The victim

dishwasher

The worker who is responsible for operating the dishwashing machine

busser

The workers who is responsible for setting up the table, clearing it of dirty dishes, and resetting it

Service Industry

To provide goods and services for and to be of assistance to.

TQM

Total Quality Management A managerial approach that integrates all of the functions & related processes of a business such that they are all aimed at maximizing guest satisfaction through ongoing improvement

Tourism

Tourism compromises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business & other purposes.

Heritage Tourism

Tourism that respects natural & built environments, in short, the heritage of the people&place

Cultural Tourism

Tourists visits "motivated wholly or in part by interest in the historical, artistic, scientific, or lifestyle/heritage offerings of a community, region, or group, or institution

Transient consumer market

Travelers.

first class luxury hotel

Tremont Hotel, Boston MA, 1829, built by Isaiah Rogers

First Luxury Class Hotel

Tremont House -Boston -1829 -Isaiah Rogers constructed

Connecting rooms

Two hotel rooms that are located next to each other and are connected by a door.

Adjoining rooms

Two hotel rooms that are located next to each other, but not connected by a door.

Full Service Hotels

Typically "Business Oriented" Multiple food and beverage outlets Meeting and convention services Chain representation Ex: Doubletree, Sheraton

Under the ADA, an action that is excessively costly, extensive, or substantial in relation to the employer's financial resources is called a(n)

Undue Hardship (pg. 38)

Which type of insurance is considered a mandatory employee benefit?

Unemployment

UNESCO

United Nations Educational, Scientific, & Cultural Organizations -Encourages international peace & universal respect by promoting collaboration among nations. Conducts studies, facilities knowledge sharing & develops standards

Chief Steward

Unrewarded job of cleaning the kitchen & the backstage of the hotel & is in charge of pest control & inventory

Assignments and timelines

Used for completing associated tasks and assigning individuals to complete them.

Communication can be limited by

Using Jargon

Commercial hotel

Usually a large hotel designed for business travelers, offering dining service, and often meeting rooms, free breakfast, and other amenities.

Which factors are formally controlled by specific workplace laws?

Wages and payroll (pg. 245)

The orientation part of the new employee process is a formal plan to

Welcome new employees and introduce them to the organization

Pineapple has a heritage as a symbol of

Welcome, Friendship & Hospitality

Which interview question is allowed by federal regulations?

What is your current place of residence

Intangibility

When you know what you are getting before the point of purchase. For guests use only and not for possession.

Benchmarking

Where an organization compares its processes with that of a better organization's processes and tries to improve the standard of their processes to improve quality of the system, product, services etc.

The installation of drop safes and alarm systems is designed to eliminate which problem?

Workplace violence (pg. 314/315)

WTO

World Trade Organization A specialized agency of the united nations made up of 146 countries that aim to play a decisive role in tourism promotion, sustainability, & socioeconomic development.

feature

a basic physical, or extended attribute of a product or purchase

feature

a basic, physical, or extended attribute of a product or purchase

ecotourism

a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations

chain

a business that has more than one location under the same name and same ownership

Tort

a civil wrong that has a legal remedy

Exempt

a commissioned sales person or chef

Amtrak

a company that operates a railroad system with combined passenger and rail service throughout the continental U.S.

Amtrak

a company that operates a railroad system with combined passenger and rail service throughout the continental United States

PMS Property Management Systems

a computerized system that integrates all systems used by a lodging priority, such as reservations, front desk, housekeeping, F&B control, accounting

changeability

a condition of being subject to change or alteration

culture

a desire to learn about different places and things of interest

An example of a hospitality that would normally not be included in a mandatory tip pool

a dining room hostess

benefit

a feature advantage of a product

commission

a fee or payment based on a percentage of products sold

commission

a fee/payment based on a percentage of products

compensation

a form of payment that may include wages, benefits, and/ or incentives in return work.

compensation

a form of payment that may include wages, benefits, and/or incentives in return of work

informational interveiw

a formal or informal interveiw with a proffesional to help the job seeker learn more about a specific career feild or company

informal interview

a formal/informal interview with a professional to help the job seeker learn more about a company/specific career field

AIDA model

a framework for creating an advertising message that get Attention, holds Interest, stimulates Desire, and achieves Action

AIDA model

a framework for creating an advertising message that that gets Attention, holds Interest, stimulates Desire, and acheives Action

concierge

a hotel staff member who helps guest make arrangements for transportation, resturaunt reservations, event reservations, and entertainment tickets, and advises guest about activities in the area.

concierge

a hotel staff member who helps guests make arrangements for transport, restaurant reservations, event reservations, entertainment tickets, and advises guests about activities in the area

guest service agents

a hotel staff member who performs all of the functions of a desk clerk/ agent, concierge, and valet

guest service agent (GSA)

a hotel staff member who performs all of the functions of a desk clerk/agent, concierge, and valet

hallmark event

a local or regional event with national or possible international appeal that occurs once or annually

hallmark event

a local/regional event with national/possible international appeal that occurs once/annually

Inventory Control

a method for keeping track of all resources required to produce a product

health issues

a need for diagnosis or treatment from non-local medical facility

business

a need to conduct business, attend a conference, convention, or meeting

entrepreneur

a person who organizes, manages, and takes risk of owning and operating a business

entrepreneur

a person who organizes, manages, and takes the risk of owning and operating a buisness

follow-up

a phone call or thank you note from the interviewee after the interview takes place

follow-up

a phone call or thank-you note from the interveiwee to the interveiwer after the interveiw takes place

lodging

a place to sleep for one or more nights

customer satisfaction

a positive feeling or reaction customers have when a buisness or product meets their needs

customer satisfaction

a positive feeling/reaction customers have when a business/products meets their needs

frequent-flyer program

a program in which an airline offers free travel, upgrades, and discounts to program members

average daily rate (ADR)

a rate based on total sales for the day divided by the total number of sold rooms.

average daily rate (ADR)

a rate based on total sales fro the day divided by the total number of sold rooms (one of the key operating ratios that indicates the level of a hotel's performance)

experimental method

a research method whereby a researcher observes the results of changing one or more marketing variables

destination resort

a resort property in a specefic location with a concentration of recources or facilities

destination resort

a resort property in a specific location with a concentration of resources/facilities

full service restaurant

a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table

full-service restaurant

a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table

incentive

a reward that is usually in the form of money but may also be stock options, profit-sharing privileges, a company vehicle, and/or a bonus program

incentive

a reward that is usually in the form of money, but may also be stock options, profit-sharing privileges, company vehicle, and/or a bonus program

complimentary room

a room occupied free of charge

consumer show

a single or multi-day exhibition held at a convention or civic center

consumer show

a single- or multi-day exhibition held at a convention or civic center arena.

intangibility

a state of being abstract, as are things that cannot be touched

inangibility

a state of being abstract, as are things that cannot be touched (services)

charter tour

a tour in which a tour operator buys all of the seats on an airplane, train, or bus and then resells them to travelers

charter tour

a tour in which a tour operator buys all the seats on an airplane, train, or bus and resells them to travelers

customized tour

a tour that is more expensive than a package tour and is designed specifically for an individual tourist

customized tour

a tour that is more expensive than a package tour and is designed specifically for an individual tourist.

chain

a type of buisness that has more thatn one location with the same name under the same ownership

franchise

a type of buisness that is set up through a franchise agreement, which is a contract between a franchisor and franchisee to sell a companys goods or services at a designated location

franchise

a type of business that is set up through a franchise agreement, which is a contract between a franchise and franchisee to sell a company's goods/services at a designated location

recreation

a wish for rest, relaxation, sports and entertainment

visits to family and friends

a wish or need to spend time with loved ones

career plan

a written statement of career goals and the necessary steps to acheive them

career plan

a written statement of career goals and the necessary steps to achieve them

Emotional intelligence skills

ability to think critically in adverse situations

groups of hospitality industry

accommodations, transportation, food/drink, attractions

institutional advertising

advertising with a goal of developing goodwill or a positive image

institutional advertising

advertising with the goal of developing goodwill and/or a positive image

management

after supervisor, leads departments or segments of business operations (certified hospitality revenue manager)

The new work force is represented by

aging baby boomers/retirees

transportation

airlines, cruise lines, rail, car rental, tour/coach operators, bus lines, taxi

executive comittee

all major departments including: room division, food and beverage, marketing sales, engineering, and human services

Negligent retention

allowing a server to harass employees

Digital versions of the employee handbook

allows easy changes to be made when necessary to update

daily report

amount for money required to pay fro each person's food service a day

competitive advantage

an advantage over competitors due to greater value to consumers through lower prices or more benefits

competitive advantage

an advantage over competitors due to greater value to consumers through lower prices or more benefits.

consolidator

an agent who buys unsold products in bulk from suppliers and resells the products at a discount to intermediaries or to consumers.

consolidator

an agent who buys unsold products in bulk from suppliers and then resells the products at a discounted price to intermediaries or consumers

intermediary

an agent who does not work directly for a travel provider but sells his or her products for a fee

intermediary

an agent who does not work directly for a travel provider, but sells his/her products for a fee

certification

an authorization stating that one has fulfilled the requirements for practicing in a feild or career

certification

an authorization stating that one has fulfilled the requirements for practicing in a field or career

apprenticeship

an educational, hands-on experience working in an established business under the guidance of a skilled worker

apprenticeship

an educational, hands-on exspirience working in an established buisness under the guidance of a skilled worker.

hub and spoke system

an effective network for an airline formed by a hub (a large airport) connected to other smaller airports (spokes)

hub-and-spoke system

an effective network for an airline formed by a hub, or a large airport, connected to other smaller airports called spokes

Constructive discharge occurs when

an employee quits her job due to intolerable work conditions

commercial site

an establishment such as a restaurant, where food and beverage business competes for customers

commercial site

an establishment, such as a restaurant, where a food-and-beverage business competes for customers

ethics

an expression of the standards of right and wrong based on conduct and morals in a particular society or a system or theory of moral values and principles

ethics

an expression of the standards of right and wrong based on conduct and morals in a particular society/system/theory of moral values and principles

convention and visitors bureau (CVB)

an organization that works with meeting planners to provide tourist information services to business and leisure travelers

hotelier

an owner or manager of a hotel

direct mail

any advertising message sent directly to perspective customers via the mail

direct mail

any advertising message sent directly to prospective customers via the mail

advertising

any paid form of non-personal presentation and promotion of ideas, goods, or services by an identified sponsor

advertising

any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor

commercial recreation

any recreational activity for which a guest pays a fee

Union authorization cards

are associated with the organization prcess

amateur sports

athletic activities and competitions for athletes who do not get paid

amateur sports

athletic activities and competitions for athletes who do not get paid.

During a union election, if the majority of ballots cast are in favor of the union, management is required to

bargain in good faith with the union

The words such as will, must, and in all cases should be avoided in handbooks

because the words may legally bind managers to actions they may not want to take in a given case

Wrongful discharge

being terminated for whistle blowingh

Small hospitality companies can easily create an employee handbook

by seeking available resources such as human resources consulting firms, NRA, or AH&LA

FMLA

caring for sick family members

Family composition

childbirth, marriage, divorce, adoption, foster care (the make up of a family)

family compensation

childbirth, marriage, divorce, adoption, foster care (the make up of a family)

city ledger

client whose company has established credit with a certain hotel

Items not in the employee handbook

company wages per position

Discipline

conditions of orderliness in which member of an organization act

exemplary guest service

consistent hospitality service that exceeds guest expectations.

exemplary guest service

consistent hospitality service that exceeds guests' expectations

The key objective to a help wanted ad should be to

convince qualified applicants to apply

Once a union agreement is in place, management would be required to

decide which employees to reward based on merit, who gets promotions, rewards, and overtime, and dealing with an employee directly on matters of disciplone

houskeeping

department with greatest number of employees; responsibilities include: making sure that the front desk is orderly, rooms are orderly, etc.

hospitality

derived from hospice (medieval house of rest /nursing); "the reception and entertainment of guests, visitors, or strangers with liberality and goodwill"

Guest satisfaction

desired outcome of hospitality services (key responsibility of front of the house)

DMO

destination marketing organizations-attract guests to a specific destination where hospitality and tourism are big business

Conrad Hilton

developed and marketed chain of full service hotels (before chains were well established)

Ruth Fertel

developed one of the first chains of upscale restaurants: Ruth's Chris'

Ray Kroc

developed the world's largest restaurant business, was successful due to his tremendous talents in organization and marketing. McDonald's restaurant chain still bears his mark in everything they do.

Employee handbooks

document managements expectations with respect to policies and prodedures

job application

document that job seekers fill out to help employers screen applicants

Job descriptions can be used

during an employees performance appraisal, determining training needs, and offering an employee feedback on their work performance

A hospitality operations physical location will influence

educational levels of individuals in the labor pool, unemployment rates in the immediate geographic area, median age of the population in the labor pool

ADA should be addressed in the

employees job description

four factors that influence travel

entertainment, purchase opportunities, climate for comfort, and cost

demand

equals customers; the desire, ability, and willingness of a customer to purchase a good or service at a particular price during a specified period

diversity

ethnic variety as well as socioeconomic and gender variety in a group or society

supervisor

experience, training, and initiate combined to lead employees and satisfy guests

Grenelle Foster

father of the travel agencies (developed Ask Mr. Foster) now a part of Carlson Companies as Carlson-Wagonlit Travel, the largest such company in the world.

An employer is required to follow the stricter legislation between:

federal and state law.

For hotel bartender, an item that should not be listed on the job specification should be

female applicant preferred who is weight and height proportionate

Model of motivational theorty

few people want or can handle work that requires creativity and self direction

Profit

financial gain; difference between money earned and spent

entry-level

first level employment, HS level of education, stepping stone to higher level jobs (front desk, server, guest room attendant, maintenance)

Herbert Gill

first restaurant management graduate from Ohio State, in 1948. Developed the concept of service plazas along the turnpikes in Ohio, Indiana, Pennsylvania and New York

Common law

forms the foundation of many U.S. laws and statutes

Curtis Carlson

founded Gold Bond Stamps, then in the 1960s bought the Radisson hotel in Minneapolis, MN; which served as the beginning for Carlson Companies, the largest privately-held company in the hospitality industry.

Cesar Ritz

founder/manager of very upscale hotels, including the Ritz (now Ritz-Carlton)

The Wagner Act

gave workers the right to unionize

The administration of a personality test requires that the test be

given in a fair and consistent manner

facilitating products

goods or services that aid the use of the core product

facilitating producs

goods/services that aid the use of the core product

The following types of employees are considered "at will"

government and state employees, the general manager, union workers covered under a collective bargaining agreement

Tip pool

gratuities are shared among service employees

Dave Thomas

hamburgers the way you want them, built Wendy's to major quick service chain

One of the basic elements not on a job description

highest level of education attained

ethical qualities

honest integrity trustworthiness loyalty fairness concern and respect commitment accountability

customer-centric

hotels that indicate marketing personnel to build customer loyalty

accommodations

hotels, resorts, motels, hostels, vacation rentals, vacation rentals, vacation ownership, bed and breakfast, RV/camping

back of the house

how quality is measured in food preparation, menu planning, recipes, cooking methods, supervision, and food holding; not usually seen by customer

Back of the House

how quality measured in food preparation, menu planning, recipes, cooking methods, supervision, and food holding; not seen by consumer

Non-traditional workers

i.e. displaced workers

What is a benefit of unstructured exit interviews?

ideas can be freely expressed

The first step in the employee professional development process is to

identify the knowledge or performance gap

IRCA

immigration form signed into law by President Regan

Employees unionize to

improve working conditions, to have a supervisor removed, to get a promotion

The best place to put the notice of tips credit is

in the employee handbook with a signature saying they read it.

common dynamics

includes delivery services and guest impressions of them

If a manager yells at an employee in front of other people, the employee may file a lawsuit based on

intentional infliction of emotional distress

information gathering

is a function of a marketing information management system that involves collecting data from internal and external sources on an ongoing basis

intangible services

items of value to guests such as comfort, safety and enjoyable experiences that meet their emotional needs and expectations

Origional signed documents of the employee handbook should be

kept in fire safe with personnel documentaion

Host

large unit where PODs are located

host

large unit where PODs are located

executive

leader, manages organization, highest level (certified hotel administrator)

Knock out factors

legal reasons not to hire certain individuals, such as 17 yo for a bartender

Points of Distributions (PODs)

located in any place where there is consumer traffic; venue

Senior living service

lodging for elderly guests that combines a health facility, luxurious rooms, and food and beverage service.

controlling

making sure that the business accomplishes what it sets out to accomplish

A key element in the employee selection process is to ensure that

management matches the right applicant with the right position

Distribution

marketing problem of gaining a presence in many markets

At will

may be terminated at any time for any reason

empty nesters

middle-age/older parents who do not have children living with them

The original purpose of the National Labor Relations Act was to

minimize the disruption of interstate commerce caused by union strikes

Job benefit mix

money gained from job vs. knowledge/experience gained from job

brand

name, logo, uniqueness

skilled-level

next after entry-level, before supervisor

inclusive

not excluding any particular groups of people

company size

one factor that affects the decision a company makes about its distribution system

ADR Average Daily Rate

one of the key operating ratios that indicates the level of a hotels performance. The ADR is calculated by dividing the dollar sales by the number of rooms rented

Non-exempt

paid over time for hours worked beyond 40

generation x

people born between 1965-1975

Baby Boomers

people born from 1946-1964

Baby boomers

people born from 1946-1964

Generation X

people born from 1965-1975

Echo boomers/Generation Y

people born in late 1970s

echo boomers/generation Y

people born in the late 70s

In Maslow's hierarchy of needs, the primary needs—the most basic three levels are

physiological, safety, social

J. Willard Marriott

pioneered the concept of guest satisfaction as a basis for his hotels

The Taft-Hartley Act

placed restrictions on unions

Demographics

population targets: age, income, sex, etc

cost-plus pricing

pricing products by calculating all costs and expenses and adding desired profit

cost-plus pricing

pricing products by calculating costs and expenses and adding desired profit

hospitality specific traits

professional characteristics needed in the hospitality industry, including a positive attitude, good work ethic, maturity, and a good personal appearance as well as leadership and time-management skills

hospitality-specific traits

professional characteristics needed in the hospitality industry, including a positive personal attitude, good work ethics, maturity, and good personal appearance as well as leadership and time-management skills

english inns/taverns

prominent during industrial revolution

FMLA

provides 12 weeks of unpaid leave to employees for family needs 1250 hours in the previous 12 months

ARAMARK

provides food service operations to business, recreation centers, sports stadiums, college and university campuses, healthcare facilities, convention centers, and gourmet restaurants

ARAMARK

provides food service operations to businesses, recreation centers, sports stadiums, college and university campuses, health care facilities, convention centers, and gourmet restaurants

Tell and listen approach

providing feedback during the performance review session attempts to overcome the employees defensive reaction

An inexpensive modification of placing a volume control button on the handset of a phone for an applicant who is hard-of-hearing would be considered a(n)

reasonable accommodation

Title VII of the Civil Rights Act of 1964 is regulates:

reasonable accommodations for disabled applicants

5 reasons people travel

recreation, visits to friends and family, business, culture, health issues

five reasons why people travel

recreation, visits to friends/family, business, cultural reasons, or health issues

Which is an example of using discriminatory language in an advertisement?

referring to ethic groups

Specialty restaurants

restaurant featuring specific kind of food to constitute a significant component of casual restaurant segment

Ethnic restaurant

restaurant offering cuisine and theme that combines to provide a "getaway" experience

food/drink

restaurants, full-service, fine dining, quick service, bars and lounges

Fringe benefits

retirement plans, vacations,etc.

economic risks

risks caused by changes in the market. (Ex. businesses take a risk when they buy goods for resale because customers demand may change.)

basic skills of guest service

safety, courtesy, show, efficiency

In order for an employee to be exempt, they must past three tests

salary amount, salary basis, and duties test

call-ahead seating

seating method in which customer's phone ahead of time to be put on the waiting list for a table

Defamation libel

sending nasty emails to friends about a coworker

hospitality industry

service industry; lodging, restaurants, event planning, theme parks, transportation, cruise lines, and other parts of tourism are all part of this industry

Hospitality industry

service industry; lodging, restaurants, event planning, theme parks, transportation, cruise lines, other parts of tourism

tangible services

services that provide for guest expectations using the physical assets of the property

property service standards

set to ensure consistent quality guest service in areas such as safety cleanliness, courtesy

The most important area of a job application

signature stating the info provided is true

bed-and-breakfasts (B&Bs)

small unique inns that offer a full breakfast with a night's stay

bed and breakfast (B&Bs)

small, unique inns that offer a full breakfast with a night's stay

informal organization

social organization; influential workers/leaders

Companies offer fringe benefits to satisfy employees

social, self realization needs, and safety needs

Quid Pro Quo

something for something

compensation

something given or received as an equivalent for loss of services or guest inconvenience

guest or uniformed services

staff member in uniforms, including the bell staff, valets, security offers, concierge, and door or garage attendants

guest/ uniformed services

staff member in uniforms, including the bell staff, valets, security officers, concierge, and door/garage attendants

expediter

staff member who gets the orders from the servers, gives them to the station chefs, then checks the orders before they are sent out

When creating job descriptions, the following laws must be complied with

state, local, and federal

behavioristics

statistics about consumers based on their knowledge, attitudes, use, or response to a product

geographics

statistics about where people live

geographics

statistics about where people live.

demographics

statistics that describe a population in terms of personal characteristics such as age, gender, ethnicity, income, and/or education

Demographics

study of objectively measurable characteristics of our population such as age and income

demographics

study of objectively measurable characteristics of our population such as age and income

August Escoffier

the "patron saint" of modern day chefs, organized professional cooking and developed training for chefs

Tourism

the activities of people traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes

demand

the amount or quanity of goods and services that consumers are willing to buy at various prices

back of the house

the area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and receiving, office, and storage areas

back of the house

the area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and recieving, office, and storage areas

front of the house

the area in a hospitality establishment that guests view, such as the entrance and dining room

front of the house

the area in a hospitality establisment that guests view, such as the entrance and dining room

front of the house (lodging)

the area in a lodging facility that guests view, such as the lobby

back of the house (lodging)

the area in a lodging facility where support services take place which guests usually do not view

customer loyalty

the customer's faithfulness to a business and its product, demonstrated by the customer purchasing the product again

Leasing Arrangement

the details of the leasing contract

Tip credit

the difference between minimum wage and $2.13

A service charge on a customers bill belongs to

the establishment that must report it as income

Service charges from a guests checked belong to

the establishment who must report it as income

goal

the eventual desired outcome

destination

the final stop of a journey or goal for travelers

destination

the final stop of a journey, or the goal for travelers

The Steward is

the first level in the union hierarchy and is normally elected by the workers to help employees present their problems to management

guest satisfaction

the fulfillment of guest's needs and wants regarding receiving quality hospitality products

guest satisfaction

the fulfillment of guests' needs and wants regarding recieving quality hospitality products

empowerment

the granting of authority/power to front-line personnel for handling and solving guests' problems

globalization

the increasing integration of the world economy

The AFL-CIO is

the largest and most prominent multi-union association

In order for a lawsuit based on negligence, the following elements must be present

the legal duty was breached by the negligent act, a legal duty, the breach or the negligent act was the proximate cause of harm or injurty

Perishability of Product

the limited lifetime of hospitality products Ex: last nights vacant room cannot be sold today

inseparability

the linkage between hospitality products and services

core product

the main product that the consumer is buying

core product

the main product that the customer is buying

cross-selling

the method of selling the customer additional related products tied to one name

cross-selling

the method of selling the customer additional related products tied to the same name (a line)

disposable income

the money left from a person's gross income after taking out taxes

disposable income

the money left over from a person's gross income after taking out taxes

Union authorization cards are associated with

the organization process

indirect channel

the path a product takes using intermediaries between producer and consumer

indirect channel

the path a product takes using intermediaries between the producer and consumer

direct channel

the path a product takes without the help of any intermediaries between the producer and consumer

channel of distribution

the path a travel product takes from producer to the consumer, or traveler

channel of distribution

the path of travel a product takes from producers to the consumer or traveler

infrastructure

the physical components of a destination, such as hotels, restaurants, roadways, and transport that supports tourism

infrastructure

the physical components of a destination, such as hotels, resturants, roadways, and transportation, that support tourism

If a job description lists a wage category as non-exempt

the position is eligible to receive overtime pay

entry-level

the position of an employee at the beggening level of a particular career

entry level

the position of an employee at the beginning level of a particular career

destination marketing

the process of developing, promoting, and distributing specefic locations to satisfy travelers and maintain appeal as long as possible

destination marketing

the process of developing, promoting, and distributing specific locations to satisfy travelers and maintain appeal as long as possible

distribution

the process of getting the product to the consumer

distribution

the process of getting the product to the customer

economic multiplier

the process of how money filters through a local economy and is spent and re-spent creating income for other businesses

People who are protected under the concept of negligent hiring are:

the public at large, co-workers, and customers

Hospitality

the reception and entertainment of guests, visitors, or strangers at resorts' membership clubs, conventions, attractions, special events; and other services for travelers and tourists

e-tail

the sale of goods or services to the customer by means of the Internet.

e-tail

the sale of goods/services to the consumer by means of the internet

aesthetic pollution

the spoiling or contamination of the natural beauty and features of an enviorment, due to poor planning and design of tourism projects

aesthetic pollution

the spoiling or contamination of the natural beauty and features of an environment, due to poor planning and design or tourism projects

executive chef

the top manager in restaurant/kitchen

buisness-to-buisness selling

the type of selling whereby one buisness sells goods or services to another buisness

business to business selling

the type of selling whereby one business sells goods or services to another business

elasticity of demand

the variation of consumer demand due to a change in price

Room Rates

the various prices charged for hotel rooms

Performance standards are

the whats, hows, and how-wells relevant to each duty

attraction

theme parks, zoo, national/state/local parks, natural wonders, heritage sites

eaterainment

theme restaurants where diner's experience is centered around entertainment provided by restaurant stage-set decor

"Eatertainment"

theme restaurants where diner's experience is centered in entertainment provided by restaurants' stage-set decor

Maslow's hiearchy of needs

theory focused on the workers inner needs and how they motivate behavior

Job descriptions could aid during an age discrimination case because

they list the minimum qualifications and they document the essential job functions

A benefit of recruiting potential employees from hospitality schools is that

they provide trained part-time or full-time employees

Guest Services Division

this division takes care of guests and their needs

heritage tourism

tourism that respects natural and built environments, in shirt the heritage of the people and place

tourism

tourist travel and the services connected with it, regarded as an industry combined with hospitality

familiarization tour

travel agents will take a trip to visit a certain hotel who holds the tour with hopes that the agents would encourage their clients to stay there

business travel

travel for the sole purpose of conducting and individuals or company's business

buisness travel

travel for the sole purpose of conducting and individuals or companys buisness

domestic travel

travel within the U.S.

dependables

travelers who prefer familiarity and creature comforts and seldom try anything new or different

chief steward

unrewarded job of cleaning the kitchen and the back of the hotel and is in charge of pest control and inventory

Upper tier

upper tier

guest history records

useful to hotels/motels because they contain personal information about guests and are useful in generating repeat business

Comparing training content and evaluation methods to the actual job of an employee who can do the work is called

validation (pg. 85)

diversity

variety such as ethnic diversity; variety in socioeconomic and gender variety in a group/society

Diversity

variety, such as ethnic diversity

buying signals

verbal or nonverbal signs of a customer's readiness to buy

ADA

was signed in by George Bush in 1990

Paul Prudhomme

well known chefs who have become famous through television shows, and helped the Food Network (now Food TV) become some of the most-watched shows.

Emeril Lagasse

well known chefs who have become famous through television shows, and helped the Food Network (now Food TV) become some of the most-watched shows. Italian

Right to work

whether or not to join or support a union

Quality of work life issues iinclude

whether the company is a small, medium, or large operation, whether the company is dynamic or static, whether the company is progressive or conservative

Items that should be included in the insurance and benefits section

which employees are eligible for insurance and how long employees must wait for coverage

New employees should be given a copy of the employee handbook

within the first day or two on the job

Equal Pay Act

work and benefits regardless of sex

cook

worker that prepares food for eating

A trade magazine

would be a good place for a help wanted ad

Title Seven

would have protected workers over 40