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