Hospitality Performance Indicators (Tier 2)

Identify credit-card fraud prevention methods

*AT HOME* -Sign any new cards immediately. -Carry your cards separately from your cash. If your wallet is stolen, your cards will be stolen as well. -Save all receipts in a safe place. -Report any suspicious activity on your card immediately. -Never lend your credit card to anyone. -Always destroy receipts by using a shredder or cutting them into small pieces. *ONLINE* -Never enter your card information (or social security number, etc.) in response to an email or via an emailed link. Always go directly to the company's site . -When entering card information, check the page you're on to make sure it's secure (starts with https:// or includes a lock symbol in your browser bar). -Use a credit card (not a debit card) to limit your liability for any fraud that may occur. -Do not enter personal information if you're on a public computer. -Keep your anti-virus software up to date to prevent hacking. -Watch your transaction history *BY TELEPHONE* -Any legitimate person working with a real company will be able to give you their name, department, and a valid number at which to return their call. If they can't...beware, because you might be the victim of fraud.

Process customer payments

*Payment Processing, Part 1: Authorization* -Authorization is the process of confirming whether your customer's credit card has sufficient credit to purchase goods or services from you, and also confirms whether the card is valid. . *Payment Processing, Part 2: Settlement* -Settlement is the process of managing electronic payment transactions so they can clear and be funded. *Payment Processing, Part 3: Funding* -The funding process is when money is deposited into your bank account to compensate you for transactions processed. In order to be funded as quickly as possible, you should be aware of deadlines and holidays that impact the funding process.

Explain the concept of place (distribution) in the hospitality and tourism industry

Distribution is the process of making a product or service available for the consumer or business user that needs it. This can be done directly by the producer or service provider, or using indirect channels with distributors or intermediaries. In hospitality, it is important that a business's services attract as many people as possible

Discuss employee security issues in hospitality and tourism

Employee security issues in hospitality range from lack of training, goals that don't align with the company's goals, and a general disregard for security as a whole. Make certain every employee knows, and Is capable of carrying out, his or her responsibilities during an emergency. Also, conduct mock emergencies to allow employees to practice responding in an emergency situation.

Prepare and use presentation software to aid in making oral reports

Presentation software is used to produce multimedia presentations that often include slides, video, graphics, sound, color, etc. Because the information contained in reports is often technical or complex, businesses often prepare multimedia presentations to explain and support the report findings.

Explain the nature and scope of the pricing function

Pricing is the function of determining ideal price of a product/service. Economists practice this, analyzing factors such as supply and demand, economic volatility, and market equilibrium to make decisions.

Explain types of primary hospitality and tourism market information

Primary information can include minutes of meetings, reports from sales representatives, financial records, and internal reports.

Explain the nature of product extensions in the hospitality and tourism industry

Product extension is the strategy of placing an established product's brand name on a new product that is in the same category. Small companies can deploy the practice in the same way that large firms have, in order to increase sales of a popular product by offering variations. In hospitality, this can include offering a gym or spa at a hotel.

Explain the nature of product/service branding

Product/service branding is how a product interacts with its customers through design, logo and messaging and how its distinguishes itself from competitors. The importance of branding is to build product recognition and customer loyalty.

Explain the nature and scope of the product/service management function.

Product/service management involves any activities that focus on obtaining, developing, maintaining, and improving products and services based on market research. This includes creating a product mix and continuously updating it throughout the product life cycle. Product/service management is very important when ensuring that everything in the product mix is optimal for the target market.

Determine the services provided by professional organizations in the hospitality and tourism industry

Professional organizations typically provide their members with opportunities to further their education within the industry by offering seminars, workshops, classes, etc.

Explain the nature of regulations affecting the hospitality and tourism industry.

Regulations are put in place to protect consumers' health and safety. All hospitality and travel-related businesses must comply with state and local laws governing fire, safety and health standards.

Resolve compromising/fraudulent customer-service situations

Remember that a customer's perception of your service quality is greatly affected by how attentive, thoughtful and sincere you are. In an awkward scenario where you simply have to refuse a request, showcasing your empathy and a willingness to find an alternative is one of the best ways to lessen the sting of saying 'No'.

Explain sources of secondary hospitality and tourism information

Secondary sources are easy to find, and much of it is free or low-cost. For instance, you can find secondary info online at government or industry websites, at your local library, on business websites, and in magazines and newspapers.

Comply with strategies to protect digital customer data (e.g., information about customers, customers' credit-card numbers, passwords, customer transactions).

The FTC (Federal Trade Commission) mandates the confidentiality of customer information. Some steps businesses can take to comply include: requiring authentication to access data, encrypting data, segmenting and monitoring the network, and securing remote access.

Calculate credit-card processing costs

The average credit card processing cost for a retail business where cards are swiped is roughly 1.95% - 2% for Visa, MasterCard, and Discover transactions. The average cost for card-not-present businesses, such as online shops, is roughly 2.30% - 2.50%. You'll typically pay more to accept American Express than other types of cards. These costs can vary depending on a lot of factors and should only be used as a rough guide.

Use analytical tracking tools

The goal of any business analytic tool is to analyze data and extract actionable and commercially relevant information that you can use to increase results or performance. Some well known ones are Google Analytics, Web Analytics, and Bitly.

Describe the nature of the hospitality and tourism industry

The hospitality and tourism industry is service driven and covers a wide array of businesses. Some examples are: hotels/motels, B&Bs, conference centers, resorts, restaurants, airlines, cruise ships, theme parks, outdoor/adventure, and many more. Tourism is a big revenue generator for cities, counties, and states. Hotels and motels, restaurants, and other shops all benefit from travelers. Tourism also provides jobs.

Explain the relationship between the economy and hospitality and tourism.

The hospitality industry is growing very rapidly and contributing nearly 10 % of the world's GDP. The biggest contribution that the industry makes to the economy of a country is creating a host of new jobs. Direct job opportunities are available as tour guides, tour planners and operators, travel consultants and in hotels, restaurants and resorts. The government earns revenue from the industry. The tourists put in a lot of money in their travel plans these days. Tour businesses and individuals involved in the sector also earn much. They, in turn, put the money back for the further growth of the industry.

Explain ways that technology impacts the hospitality and tourism industry

• Allows customers to easily see reviews of other customers (cautioning employees to ensure everyone has a wonderful stay and the employees are ethical and customer-friendly) • Allows customers to easily book online for convenience • Appeal of place

Use software to automate services

• Purchase a phone system that allows you to interact with voicemail and access others from the hotel • Several lines from each room need to be setup • As well as, if your hotel allows out of call services, need connection as well

Explain the relationship between customer service and distribution

-maintain good customer service by delivering products in a timely manner, communicating effectively -business must have the correct shipping info, correct products, friendly employees, must handle/solve customer complaints

Accommodate special needs/specific requests of customers

-Begin with a specific survey of "special needs" in your registration materials. This will give participants the opportunity to make you aware of everything from a simple dietary restriction or allergy, to the need for translators, access to materials in a different format, or guide dog relief area. -Don't forget to ask about any planned renovations or construction during your event that may alter accessibility. -If you will be requiring transportation, also ask your transportation companies to provide documentation of compliance. -Consider additional space requirements that will be needed to accommodate those with special mobility needs, and if the standard sets will actually apply to the needs of your participants.

Identify factors affecting evacuation procedures/protocols

-Building plan -Number of people -Special considerations for disabled/elderly

Identify factors affecting customer-service practices in hospitality and tourism

-Employee Training: A lack of training may cause bad customer service and also lead to slower responses and failure to solve customer's issues. -Technical Understanding: If the customer support team doesn't know the proper use of technologies, then it could be a big cause of customer dissatisfaction. -Social media activity: Today, social media channels are used not only for chatting with friends but have also now become a powerful source of sharing complaints as well as individual experiences about products or services -Available 24/7 and immediately: A customer expects the speedy response from a live person who is ready to help them online with a solution. -Value loyal customers: Loyalty is what keeps people coming back for weeks, months, and years. -Teamwork: If customer service staff doesn't work as a team, it causes lower quality customer service. They have to unite and work together and improve the process and service.

Identify ways to segment hospitality and tourism markets

-Market Segmentation: Dividing the total market into smaller, more specific groups. -Geographic Segmentation: Dividing markets by where customers are located. -Demographic Segmentation: Dividing a market on the basis of its physical and social characteristics. -Psychographic Segmentation: Dividing a market on the basis of consumers' lifestyles and personalities. -Behavioral Segmentation: Dividing a market on the basis of consumers' response to a product.

Reconcile cash.

-Obtain a daily reconciliation form on which to document the cash reconciliation. -List on the form the amount of beginning cash in the cash drawer. -Close out the cash register. -List on the daily reconciliation form all cash collected. -Using the cash register tape, summarize on the form the amount of gross sales, voided sales, and sales returns to arrive at a net sales figure. -Using the cash register tape, summarize on the form the amount of receipts by cash, check, coupon, and credit card. -Compare the totals on the form for cash, checks, coupons, and credit card receipts that are based on individual receipts and that are based on the cash register. -Reconcile the differences between the two columns. -Sign and date the form, and submit to a supervisor for review. -The supervisor reviews the reconciliation form, as well as any explanations for discrepancies, and approves the form if he or she agrees with it.

Evaluate vendors' merchandise

-Profitability: sales, markdowns, gross margin -Allowances provided -On time deliveries, timely reorders -Shipping accuracy -Pricing accuracy -Quality issues -Return history -Purchase terms

Explain the nature of identity theft controls

-Secure your Social Security number (SSN). -Don't respond to unsolicited requests for personal information by phone, mail, or online. -Collect mail promptly. Place a hold on your mail when you are away from home for several days. -Pay attention to your billing cycles. If bills or financial statements are late, contact the sender. -Enable the security features on mobile devices, especially if you have contacts, banking websites and applications saved. -Review your credit card and bank account statements. -Shred receipts, credit offers, account statements, and expired credit cards, to prevent "dumpster divers" from getting your personal information. -Store personal information in a safe place. -Install firewalls and virus-detection software on your home computer. -Create complex passwords that identity thieves cannot guess easily. Change your passwords if a company that you do business with has a breach of its databases -Review your credit report once a year to be certain that it doesn't include accounts that you have not opened. You can order it for free from Annualcreditreport.com.

Explain career opportunities in hospitality and tourism

1) TRAVEL AGENT: Travel Agents research, plan, and book trips for individuals and groups. 2) HOTEL MANAGER: Hotel Managers oversee all aspects of running a hotel - from housekeeping and general maintenance to budget management and marketing of the hotel. 3) SPA MANAGER: Spa Managers are responsible for the day-to-day running of health and/or beauty spas. 4) TOUR OPERATOR: A Tour Operator typically combines tour and travel components to create holiday packages. He or she will deal with various service providers, including bus operators, airlines and hoteliers. 5) EVENT & CONFERENCE ORGANIZER: Organizing any event or conference is time consuming, so an Event and Conference Organizer will help with the finer details of planning an event. 6) TOUR GUIDE: Tour Guides work in the travel industry, and give guided tours to groups of visitors/tourists.

Discuss issues associated with workplace diversity

1. Acceptance and Respect: When there is a lack of acceptance of the diverse culture and beliefs among employees, conflicts may arise. When employees accept the differences between each other, it results in a sharing of ideas and effective collaboration. 2. Accommodation of Beliefs: Diversity in cultural, spiritual, and political beliefs can sometimes pose a challenge in a diverse workplace. Employees need to be reminded that they shouldn't impose their beliefs on others to prevent spats and disputes. 3. Ethnic and Cultural Differences: Sadly, issues from ethnic and cultural differences are still present in the workplace. Internal company policies with clear and objective regulations should be put in place to prevent employees from demonstrating prejudice. 4. Gender Equality: Statistically, men earn an approximately 24.1% higher base pay than women. Employers need to prevent gender discrimination and maintain equality regarding hiring, salary, opportunities, and promotions. 5. Physical and Mental Disabilities: Often, disabled employees have a difficult time navigating through their workplace because proper accommodations as simple as wheelchair ramps are not available. Ensuring a fair and comfortable work environment for employees with physical and mental disabilities helps successfully create a more diverse workforce. 6. Generation Gaps: Employees from other generations may have difficulties adapting to changes in the workplace and the work culture that the younger generation are bringing about. To maintain teamwork and collaboration, create an open communication culture within your organization to help bridge the gap between generations. 7. Language and Communication: Companies often hire people whose native tongue or first language is not English, so employees and managers sometimes have difficulties in getting their message across. This can lead to miscommunication and productivity loss. Language training for non-native English speakers can often prevent this from happening. Hiring multilingual or bilingual employees can also help bridge the gap.

Describe current issues and trends in the hospitality and tourism industry

1. Catering to millennials: Millennials are expected to represent 50% of all travelers to the USA by 2025. 2. Tech explosion: Hotels need to make sure their offerings are up-to-date and user-friendly 3. Influx of international visitors: Hotels must be able to provide services in a multitude of languages, and tailored experiences properly suited to the culture and unique needs of their international visitors. 4. Increased emphasis on health and well-being: Increasingly, travelers are expecting innovative wellness options. 5. Unique perks: With so many brands to choose from, properties need to find a way to stand out. (Wine tastings, music, screens in bathrooms)

Describe personal traits important to success in hospitality and tourism management.

1. Commitment: To be successful in the hospitality industry, you must be committed to ensuring customer satisfaction. 2. Communication Skills: The most successful in the hospitality business are those with excellent 3. Enthusiasm: Great employees of the hospitality industry are enthusiastic about their jobs and strive to do the best work possible. 4. Interpersonal Skills: To be successful in hospitality, one must have top notch interpersonal skills, as the very nature of the business is to provide spectacular customer service. 5. Leadership: Great hospitality employees have strong leadership skills and are able to command projects and make significant contributions to an organization's overall success. 6. Organized: To stay on top of the multitude of tasks you'll face as a hospitality employee, you have to be organized and multitask without difficulty 7. Teamwork: Successful members of the hospitality industry work well with others and can be a productive member of a team. They value the contributions of everyone. 8. Thorough: Great hospitality employees are very thorough in their work and realize that any oversight could result in customer dissatisfaction.

Foster employee engagement and commitment

1. Get goals aligned: Getting everyone on the same page should begin the first day a new person joins your team. 2. Build team trust: Employees who trust each other can work together as a highly-functioning team. 3. Be strategic and share the plan: Let employees know about the plans and how the company is performing on a regular basis. A bit of humor and humility never hurts, either. 4. Celebrate contributions: Create a culture that celebrates your employees' contributions 5. Cultivate co-dependency: Recognizing individual contributions is important, but ultimately, the company as a whole must succeed for everyone to win.

Describe ways that businesses build positive employer-employee relationships

1. Have an open door policy. If employees feel comfortable coming to you with new ideas, concerns, or complaints, then it's easier to establish the natural give-and-take that comes with strong relationships. 2. Be present. Don't become so busy that you neglect to be visible to your employees. 3. Spend quality time with your employees. If you want to have a real relationship with your employees, you have to be there for the ups and downs. 4. Be fair. You're not going to like everyone equally, of course, but the important thing is to treat all employees equally. 5. Set reasonable goals and achievable expectations. Never ask employees to do something you would not do yourself. 6. Include employees in important decisions whenever possible. 7. Play by the same rules your employees are expected to play by. 8. Remember that honesty is the best policy.

Anticipate unspoken customer needs

1. Know your customers: Get specific - this is about more than knowing the personas behind your purchases. This is about knowing the interactions your customer has had with your brand in the past and if there have been any previous issues. 2. Identify trends and create a plan around them Customer support team leaders need to be in the know about what trends to expect based on historical data. 3. Provide self-help resources: By understanding that a customers might have that similar types of question, one can address their immediate need and provide them with a useful resource for later. 4. Think like a customer: Allowing yourself to experience time in your customer's shoes will add a layer of empathy that can't be faked.

Identify strategies to manage customer experience during peaks in demand

1. Prepare for the peak trading: All employees should know the high-volume period is approaching so they aren't stressed by nasty surprises. Be aware of the heightened emotional state of customers and assure them you will be there to answer their questions. Prepare in any way you can- open another checkout to reduce queues, stack shelves or guide shoppers. 2. Rewards and recognition: During the busy periods, it may be appropriate to hold mini-celebrations when a particular goal has been met like sales targets. 3. Take five: It may be beneficial to take small breaks after they've dealt with a particularly upset customer. 4. Collect feedback: You can use the experience to improve your performance the next time around.

Maintain day-to-day content on social platforms.

1. Set SMART Goals: -Specific -Measurable -Achievable -Relevant -Time-bound 2. Identify Your Audience: After you've outlined your goals, you need to outline your target audience. 3. Be Human: In the modern age of transparency, people want to get to know your company on a more personal level. 4. Seek Relationships, Not Just Followers: Having 100 followers who regularly engage with you and your content are infinitely more valuable than 10,000 that ignore you. 5. Post on a consistent basis. 6. Focus on Helping Over Selling 7. When in Doubt, Get Visual 8. Make Your Presence Known (NETWORKING!) 9. Stay Active

Determine strategies for resolving customer-service situations

1. Stay calm during the conversation: If you stay calm, it will also help you consider the customer's point of view, which is vital for conflict resolution. 2. Ask questions and listen closely: Calmly asking questions without pointing any blame can help you get to the bottom of the conflict and can start diffusing the situation. 3. Own up to your mistakes: Assure the customer that you will follow up to ensure it doesn't ever happen again. 4. Negotiate a resolution. 5. Thank your customer: It shows that you value their opinion and their business.

Determine and respond appropriately to personality types

1. The Analytical: These customers use most of their logical thinking rather than their emotional side when it comes to making decisions. -How to handle: Use qualitative and statistical data that shows exact representations of facts to attract attention and stir interest. 2. The Amiable: Unlike analytical thinkers, amiable people care more about building rapport and establishing trust with other professionals. -How to handle: Make yourself likable by creating a good impression and recognizing their presence. This makes them feel valued, which nurtures your relationship with them. 3. The Expressive: When presented with facts, they'd prefer to share their own perspective rather than ask for additional information. Unlike analytical and amiable customers, expressive individuals are fast decision makers. -How to handle: While facts and other data can help, these type of customers set their minds in making and fulfilling decisions that people will love. 4. The Driver: People with this personality are mostly self-centered and opinionated. They want immediate answers. Similar to expressive customers, drivers are fast decision makers. -How to handle: Be direct without compromising clarity and quality of your performance.

Identify factors associated with positive customer experiences

1. Timeliness: Customers want their questions answered quickly and their problem resolved in a timely manner. 2. Attitude: When customers are treated with respect, courtesy and professionalism they are most receptive to having a satisfactory outcome. 3. Empathy: Always treat others how we would like to be treated. 4. Ownership: Take responsibility for the situation. 5. Active Listening: Listen first, act second. 6. Expertise: Be knowledgeable about your product or service. 7. Dependability: When you say you are going to do something, do it.

Use social media to enhance customer post-sales experience.

1. Use social media to answer customer questions and solve problems: You can improve your customer relations by answering customer questions, replying as they come. 2. Use social media to keep customers informed/alert them to problems or promotions. 3. Use social media to turn a neutral or negative experience into a positive one: From a customer service point of view, it is important to acknowledge each and every customer's point of view, even if you disagree with it 4. Use social media to get feedback from customers: This gives you two bonuses: Your audience feels heard, and you know exactly what content to deliver to keep them happy.

Explain the nature of business licenses and permits

A business license is a legal document that grants you the right to operate a business in your city. This is to protect the general public. For example, most states forbid certain things from being manufactured in the home, such as fireworks, drugs, poisons, explosives and medical products. Failure to comply with the licensing and permit requirements could result in additional fees, penalty payments or operational restrictions.

Use database for information analysis

A database is a computer file in which data can be entered, retrieved, and modified. Such a file might contain information about a business, a chart of accounts, and financial activity for each account. Database applications provide mechanisms for creating forms and reports, as well as manipulation of data to answer specific questions.

Explain the concept of market and market identification

A market is a group of consumers who have a common interest or need. This group of consumers also must be able to purchase the product. Identifying a market is an important activity in marketing as products will not appeal to everyone. Marketers identify markets' common interests by classifying consumer's demographic and geographic info. Examples of this info include age, income, education, zip code, buying behavior, and leisure activities.

Deliver positive moments of truth

A moment of truth is any interaction during which a customer may form an impression of your brand or product. This impression may be either positive or negative. What impacts the moment of truth?: -The level of concern shown for the individual customer -The level of friendliness shown towards the customer -The level of civility shown towards the customer.

Explain the concept of product mix

A product mix is all the products that a company makes or sells. This includes the width, length, depth and consistency of the product mix. Width: total # of lines of products. Length: total # of products in each line. Depth: variations of each product (e.g. colour, size). Consistency: similarity between different products in use, function, etc.

Describe types of purchase orders

A purchase order is an agreement in which a business purchases a good or service from a vendor. Types of Purchase Orders: Standard - specific item, quantity, price, delivery schedule and payment terms of the product or service are known Planned - exact quantity is known, but delivery schedule is unknown (serves as a long-term agreement) Blanket - quantity, price, and/or the delivery schedule are unknown and decided throughout the process Contract - established for a specific period of time, when the item is undetermined; formed in advance of establishing which goods are going to be purchased

Explain the nature of sales forecasts for hospitality and tourism

A sales forecast makes an effort to predict further sales for an existing product or service. To conduct a sales forecast, one must determine the size of the market and analyze competitor information. In all fields, hospitality especially, sales forecasts is the source of information that allows you to manage virtually all aspects of your business.

Streamline work processes

A streamlined process means fewer errors and delays. Step 1: Take a business workflow inventory: List all of the processes or workflows that your business follows to do your daily work. Step 2: Rank your processes: Step 3: Break down the process Step 4: Solicit feedback Step 5: Automate your business workflow: Use spreadsheets to track your critical processes and projects. Step 6: Refine, refine, refine: Expect to refine your process over time.

Coordinate work with that of team members

A team leader often takes a role in ensuring that production is shared among team members. Team members often have complementary skills so in the combination of their strengths contribute to a successful outcome.

Explain warranties and guarantees

A warranty is a guarantee (often written) that specific facts or conditions are true or will happen or that a product will work in the way promised. A guarantee is an agreement assuming responsibility to perform, execute, or complete something and offering security for that agreement. It is a promise or an assurance, especially one given in writing, that attests to the quality or durability of a product or service. Warranties can be implied, express (oral or written), and extended (costs extra).

Organize and prioritize work

ABCDE system is one method of organizing and prioritizing work. It is as follows: A - urgent, severe consequences for failure to complete B - imminent, moderate consequences for failure to complete C - noncritical, little to no consequences for failure to complete D - can be delegated to others E - unnecessary, only for leisure

Describe factors affecting the prices of hospitality and tourism products.

Airlines, cruise lines, hotels, car rentals, and restaurants.

Track Invoices

An invoice is a list of goods sent or services provided, with a statement of the sum due for these. Make sure you are paying for what you bought. Free tools for tracking inverses include Curdbee, Nutcache, and Make Some Time.

Display hospitality and tourism data in charts/graphs or in tables.

Bar graph: A diagram in which the numerical values of variables are represented by the height or length of lines or rectangles of equal width. Flow Chart: A diagram of the sequence of movements or actions of people or things involved in a complex system or activity. Line Graph: A graph in which points representing values of a variable for suitable values of an independent variable are connected by a broken line. Organizational Chart: Is a graphical depiction of the roles and structure within an organization. Pie Chart: A type of graph in which a circle is divided into sectors that each represent a proportion of the whole.

Handle emergency situations in hospitality and tourism

Being able to respond to emergency situations is an important consideration in the travel and tourism industry. Many people travel throughout the world, which means that natural disasters and fires are potential dangers. Handling these situations effectively will save lives. Therefore, most emergency procedures include plans for fire escapes, shelters, and identifying travelers with disabilities who may need special help in escaping a dangerous situation.

Choose vendors

Both vendor and retailer must negotiate within legal confines and with ethical practices to mutual benefit of both parties, legal aspects of negotiation-buyer should be aware of federal, international, and state legislation

Identify information monitored for business decision making

Business environment information that is monitored is information about type of competition, competitors' strengths and strategies, economic conditions, and government regulations. There are many more types of infomation needed for effective business decisions

Explain the need for hospitality and tourism business information

Businesses can use this information to make decisions about advertising, product planning, and pricing.

Comply with strategies for protecting business' digital assets.

Businesses should identify and prioritize confidential information, perform assessment of risk, determine appropriate information-management policies, and implement a monitoring and enforcement system to ensure protection from data theft.

Discuss considerations in accepting credit-card payments

Consideration #1: Know it's going to cost you money-You'll likely pay per-transaction fees, interchange fees, incidental fees for things like chargebacks and perhaps a monthly or annual fee. Consideration #2: Know the parties involved: -Customer. The person who presents a card for payment of goods or services at a merchant location or online. -Merchant. The retailer, restaurateur or other business type that accepts card payments for their goods or services. -Issuing bank. The bank that issues that credit or debit card used by the customer. -Credit card association. The card network that creates the cards and sets the rules for processing. -Acquiring bank. This is a bank or credit union that processes card payments on behalf of the merchant. Some card associations act as their own acquiring banks. Consideration #3: Know what software and hardware you need-You'll also need to consider what hardware and software investments you'll need to make to support these technologies.

Explain the nature of corporate branding

Corporate branding refers to the practice of promoting the brand name of a corporate entity, as opposed to specific products or services. The scope of a corporate brand is typically very broad.

Describe the rights of customers in the hospitality and tourism industry

Customers have the legal right to expect safe food and safe lodging in a safe environment on safe premises.

Obtain business information from customer databases

Data about customers and their buying habits is kept in a computer program called a database. Data can be about customers' contact or other personal information, or it can be about their purchase/account history. This data can be developed from face-to-face sales, direct mail responses, phone or e-mail purchases, service requests, website visits, customer comment cards, or they can be purchased from a third party. Database programs act like filing cabinets that allow you to sort, find, choose, and organize information.

Monitor and ensure completion of delegated tasks

Delegation is transferring the authority and responsibility to another to complete a task, while maintaining the accountability. You are responsible for providing clear directions when a task is initially delegated and for periodic reassessment and evaluation of the outcome of the task.

Explain the concept of price in the hospitality and tourism industry

Depending on the location, season, or popular brands, prices raise or lower.

Explain the use of descriptive statistics in business decision making

Descriptive statistics deals with the method of organizing, summarizing, and presenting data in a convenient and informative way. In the current business world, most decisions are driven by data. With it, businesses can make decisions faster, more accurately, and more efficiently.

Explain security considerations in the hospitality and tourism industry

Disasters, both natural and man-made, warn hospitality suppliers and buyers to be prepared for just any imaginable crisis. Security is not limited to only a single aspect. It involves preventing employees and customers within the hotel property from potential death and injury, such as from accidental slips, falls, cuts, burns and so forth, as well as preventing related property damage. To improve safety, many hotel companies have installed electronic locks, fire sprinklers, smoke detectors, and closed circuit televisions.

Explain the nature of guest recovery

Guest recovery is the action a service provider takes in response to service failure. Guest recovery is a thought-out, planned, process of returning dissatisfied customers to a state of satisfaction with a company/service. 1. Apologize and ask for forgiveness: A real apology, not a fake "I'm sorry if you feel that way." 2. Review the complaint with your customer: let them explain what's gone wrong and what you should do to fix it. 3. Fix the problem and then follow up: Either fix the issue as soon as possible or follow up to check on the customer and explain the progress you have made. Follow up after fixing things as well, to show continuing concern and appreciation. 4. Document the problem in detail to allow you to permanently fix the defect by identifying trends.

Employ career-advancement strategies in hospitality and tourism

In recent years there has been considerable growth in the number of undergraduate and graduate tourism and hospitality programs at universities around the world. Consequently, the demand for qualified people to fill academic positions in the field is increasing.

Explain the concept of product in the hospitality and tourism industry

In the hospitality industry, product is not just a tangible object. The product definition is extended to include the following: experiences, people, places, organizations, information and ideas. Consumers decide where to visit, where to stay, what to eat and what entertainment they wish to see. All of these are viewed as products by the consumer

Explain the nature of customer service in the hospitality and tourism industry

In the tourism and hospitality industry, the success or failure of our businesses and destinations depends on service. Good customer service is required at every part of tourism. Regardless of how rude and demanding the customer can be, it is more important to keep a positive attitude and be friendly with the customer.

Discuss types of inventory

Inventory is a business' storage of goods and services sold to consumers or used to sell to the consumers. Types of Inventory: Raw Material - comes from suppliers, used in production Work in Progress - currently in production Finished Goods - completed products Service Inventory - used to operate facility Transportation - means of distributing goods (supply chain)

Explain labor-relations issues

Labor relations issues stem from various aspects of employment and labor law. Common labor relations issues crop up again and again. This holds true for small and large businesses alike. -Conflict Management: Disputes between employees or a direct disagreement between an employee and business owner are situations that can occur frequently. Consider using a system that allows for consistent, efficient communication between team members. -Hour and Wage Issues: Issues often crop up around payday, disputing hours and fair wages. To avoid federal wage and hour violations and to reduce the possibility that employees will dispute their paychecks, consider self-service timekeeping software that allows them to clock in and out from their smart devices. This encourages employees to keep track of and manage their own schedules by providing an efficient way to do so. -Adequate Safety in the Workplace: Promoting safety in the workplace should be a top priority of every business owner. This should be true no matter what industry they are in.

Describe services offered by the hospitality and tourism industry

Lodging, restaurants, event planning, theme parks, transportation, and accommodation.

Describe the nature of product bundling

Marketers may use product bundling to package two or more complementary goods and services, usually for a lower price than had the products been purchased separately. For example, if customer goes to the spa for a manicure and pedicure the price may be lower than if that customer purchased a manicure and pedicure separately.

Describe customer-service challenges in the hospitality and tourism industry

Modern-day guests have high expectations and are increasingly discerning. Every single year consumers want more personalized and higher quality experiences. Tolerance for poor customer service is rapidly shrinking in the travel industry. Within the hotel sector, one bad experience is enough to turn off customers from using a particular brand, according to results from a 2016 survey of US and UK internet users.

Monitor hospitality and tourism sales data

Monitoring sales data helps resorts to identify trends and selling cycles, establish sales forecasts, and determine if they are meeting their sales objectives.

Negotiate terms with suppliers

Negotiating contracts with external vendors has been identified as one of the most beneficial on-the-job experiences. During negotiating various skills are necessary to obtain the most beneficial outcome. Fundamental considerations made in the best interest of the business should be assessed throughout all discussions of terms—determining the actual available costs and sustaining of the relationship—are vital factors to evaluate. After an agreement is formed, it is vital to sustain open communication and a manageable relationship with the vendor.

Describe methods used to collect business information

Observations simply involve viewing a population. Mail-in surveys are voluntary and sent straight to the participant's mailing address. Telephone surveys, conducted by telemarketers, involved calling participants' phone numbers. The Internet can be used to send out surveys. Discussion groups involve multiple people meeting with a market researcher to discuss their values, demographics, and other metrics. Tracking tools involve letting participants go about their daily lives as their habits are monitored.

Process customer orders

Order processing is the process associated with the picking, packing and delivery of the packed items to a shipping carrier. Order processing is a key element of order fulfillment. Order processing operations or facilities are commonly called "distribution centers". Order processing is a sequential process involving: -Picking: consists in taking and collecting articles in a specified quantity before shipment to satisfy customers' orders. -Sorting: process that separates items according to destination. -Pre-consolidation or package formation : includes weighting, labeling and packing. -Consolidation: gathering packages into loading units for transportation, control and bill of lading.

Differentiate between service marketing and product marketing

Service marketing is based on an impression; the impression of the environment, the staff, and the attention given to the customer. Product marketing is based on a tangible product that the customer can use.

Explain cash control procedures.

Signature Cards: A card that must be signed by an individual opening an account at a bank or similar institution. Deposit Slips: Forms signed by despositers to document transactions. Internal controls: Systematic measures (such as reviews, checks and balances, methods and procedures) instituted by an organization to (1) conduct its business in an orderly and efficient manner, (2) safeguard its assets and resources, (3) deter and detect errors, fraud, and theft, (4) ensure accuracy and completeness of its accounting data, (5) produce reliable and timely financial and management information, and (6) ensure adherence to its policies and plans. External controls: Various measures that affect a company's operations, which are not enacted by the company but rather by the government or other organizations. External control includes any rule or regulation which has an effect on the actions of the company, and can include tax laws enacted by the government which affect the flow of money, a lease which restricts what a company can or can not do with their office space, and laws which prevent discrimination in the company's hiring procedure.

Describe the uses of grades and standards in marketing

Standards are statements that specify a product's size, contents and/or quality. Grades are ratings assigned to products that indicate to what extent standards are met. Grades and standards are used to compare and judge different products. They help speed up consumers' buying decisions because consumers do not need to spend time to inspect the product. Consumer rely on grades and standards for product information.

Present hospitality and tourism findings orally

Start off by knowing your purpose for speaking. It may be to greet, to inform, to request to persuade, or to propose. Next you need to know your audience. Who are your listeners? What are their beliefs, values, and interests? What do they already know about the subject and what do they need to know? Next you must know your subject and organize your thoughts. Relate your subject to the audience and decide how to clearly make your point(s). The best approach is to be clear, brief, and direct. Speak at an appropriate volume and speed. Try to make emotional contact with your audience, and make eye contact. Use posture and body language that match your message. Pronounce words correctly and enunciate clearly. Project enthusiasm and a positive attitude.

Interpret descriptive statistics for business decision making

Statistical measures applied to descriptive data are as follows: *Measures of central tendency/average* Mean: the arithmetic average Median: the middle value in distribution Mode: the most commonly occurring value *Measure of spread/dispersion* Range: largest value minus smallest value Variance and Standard deviation: summarize how close each observed data value is to the mean value

Resolve sensitive/dangerous customer-service situations

Step 1: Show empathy and listen intently: The person has already put themselves in a vulnerable position by coming forward in the first place. It is imperative to be empathetic to their position and listen. Body language and eye contact go a long way. Step 2: When appropriate, ask questions to better understand the issue: It doesn't stop with just listening. But wait until you have all the data before asking questions. Step 3: Exhibit loyalty and provide guidance: Loyalty leads to trust and trust leads to high performing teams. And while the appropriate boundaries and processes are necessary, showing that you care and will support someone else can't be replaced by any other incentives.

Coordinate activities with those of other departments

The reason for coordination is that all departments depend on one another for services, resources, information, and communications.

Differentiate between offering services and offering products in hospitality and tourism.

The two main differences between service marketing and product marketing are the target audience and the main marketing message. In product marketing, the target audience is typically a mass audience, and the main marketing message is used to build product recognition and branding. Service marketing is generally focused on a specific target market, such as business travelers or leisure travelers, but most hotel chains typically choose one or the other. While a service-oriented business wants to create a strong brand, the branding is not as important as actually booking the rooms.

Explain the use of marketing strategies in hospitality and tourism

They identify a target market and marketing mix choices that a business will use. To do this, a business must understand the wants and needs of the consumer and objectives of the overall marketing plan for the product or service. The position that the business and/or product holds in the marketplace will determine the marketing strategy and focus on the advantages that the business and/or product has over the competition.

Track environmental changes that impact hospitality and tourism

To track environmental changes impacting hospitality and tourism marketing, one can use push technology. Push technology is a service that pushes information to a client from a server. This phenomenon is used to describe the preplanned news, weather, economic changes or other selected information that is updated on a periodic basis on user's desktop interface.

Describe the development of the hospitality and tourism industry

Tourism began its expansion in the eighteenth century due to improvements brought about by the Industrial Revolution. Improvements in transportation, communication, and leisure time influenced the expansion of tourism into the major industry of today.

Maintain service standards during peaks in demand.

Two approaches to maintain service standards: -Proactive: Actively reaching out to customers and trying to gather their feedback on service quality and suggested areas of improvement. This can be done by way of: --Surveys and questionnaires --Gap Analysis: Comparing the company's has an ideal service standard vs the current level of service being offered. --Staff Training -Reactive: Usually starts with apologizing to the customer and then taking steps to redeem the situation. The flaw with this approach is that the customer has already had a bad experience of the brand's service.

Prepare written reports for hospitality and tourism decision-making

Two types of simple written reports exist. A formal report is generally long, analytical, and impersonal, often containing preliminary and supplementary parts. An informal report is shorter and written in a less formal style. 1) identify the problem 2) decide on areas to investigate 3) determine the scope 4) plan the research, 5) develop a preliminary outline, 6) collect the data 7) analyze the data, draw conclusions, and make recommendations.

Identify challenges with the use of unstructured business data

Unstructured data doesn't fit neatly into databases organized by fixed categories like name, address, social security number, etc. -Unstructured data may not be necessarily relevant -There is a large amount of unstructured data, sometimes too much to keep up with -By nature, a large volume of unstructured data is unverified. - The process to actually be able to use unstructured data is very complex (the data has to be located, extracted, organized, and stored)

Resolve hospitality and tourism related conflicts for customers.

When dealing with costumers: -Don't argue: Remember that "the customer really is always right" in the sense that there's nothing to be gained by arguing. Find a solution and make it right. -Be available: Distancing yourself from day-to-day problems when conflict arises can signal to the guest that they're not getting the level of service they paid for. -Listen: When a guest has a complaint, it just makes it worse if you don't listen carefully. -Keep your promises: If you've promised a discount, a special event/tour, a room upgrade or something else, you must deliver on that promise... no exceptions.

Obtain hospitality and tourism information from online sources

You can obtain information virtually anywhere online (search engines, online databases, blogs, forums, web analytics, social media, geolocation services)

Explain the nature and scope of distribution

a) Exclusive distribution- involves protected territories for distribution of a product in a given geographic area. b) Selective distribution- limited number of outlets in a given geographic area are used to sell the product. c) Intensive distribution- involves the use of all suitable outlets to sell a product.

Utilize professional development opportunities in hospitality and tourism

e.g., continuing education courses, certifications, journals, online activities/courses