lodging final

Preventive Maintenance

A specific inspection and activities schedule designed to minimize maintenance-related costs and to prolong the life of equipment by preventing small problems before they become larger ones

Market Segment

A subset of guests, or potential guests, who have common needs or characteristics

Bottom-up selling

A tactic to first sell a hotel's least expensive rooms

Top-down selling

A tactic to first sell a hotel's most expensive rooms

Special event rate

A temporary increase in rack rate based upon a specific event such as a concert, sporting event, or holiday. Sometimes known as "super" or "premium" rack.

Flag

A term used to refer to the specific brand with which a hotel may affiliate

OTA - Online Travel Agency

A travel agency that interacts with its customers only or primarily via the internet

Internal audits

A verification of financial records performed by members of the organization that is operating the hotel

Room cart

A wheeled cart that contains all of the items needed to properly and safely clean and restock a guest room

Safety and Security Committee

An interdependent task force consisting of the GM, other hotel managers, supervisors, and hourly employees charged with the responsibility of monitoring and refining a hotel's safety and security efforts

Recodable Locking System

A hotel guest room locking system designed such that when a guest inserts or swipes the key into the guest room lock for the first time, the lock is immediately recoded, cancelling entry authorization for the previous guest's key and thus enhancing guest safety

Green hotel

A hotel property recognized for its efforts in implementing environmentally sustainable practices into its daily operations

Brand standard

A hotel service or feature that must be adopted by any property entering a specific hotel brand's system

Seasonal Hotel

A hotel whose revenue and expenditures vary greatly depending on the time (season) of the year the hotel is operating. Examples include hotels near ski resorts, beaches, theme parks, some tourist areas, sporting venues, etc.

Property website

A hotel's individually developed and maintained website is one of the best ways to secure an Internet room sale.

Group sale

A large sale (in number of rooms or dollar volume) of the hotel's rooms or services. The sales and marketing department, not the front-desk staff, typically book sales of this type

Reasonable care

A legal concept identifying the amount of care a reasonably prudent person would exercise in a specific situation

Third Party / Dram Shop Liability

A legal concept that holds the second party (the hotel serving alcohol) responsible for acts caused by the first party (the alcohol consumer), if the drinker subsequently causes harm to a third party (the accident victim).

Job description

A list of tasks that an employee working in a specific position must be able to effectively perform

Select Service Hotels

A lodging property that offers "selected" services to guests that include rooms but only very limited food services

Full Service Hotel

A lodging property that offers guest rooms and meeting space as well as complete food and beverage services

Defibrillator

A machine used to deliver an electrical shock to the heart in case of a cardiac arrest in efforts to reestablish a normal heartbeat

Fiduciary

A relationship based upon trust and the responsibility to act in the best financial interest of another when performing tasks. From a legal perspective, travel agents have a ______________ responsibility to their clients.

Balance sheet

A report detailing the assets, liabilities, and owner's equity of a business; a "snapshot" of the financial health of the hotel Assets = Liabilities + Owner's Equity

SCF - Statement of Cash Flows

A report detailing the impact on cash holdings of a business's operating, investing, and financing activities

EP - European Plan;

A room rate that does not include guest meals

Concierge level

A section of a hotel (usually with restricted access) reserved for special guests paying higher room rates and receiving special amenities

Mentor

A senior employee of a hotel who provides advice and counsel to less-experienced staff members about matters relating to the job, organization, and profession

Rate type

A single rate for a specific type of room. ______________ are typically programed in the the hotel's property management system (PMS)

Walk

A situation in which a guest with a reservation is relocated from the reserved hotel to another hotel because no room was available at the reserved for hotel

Over

A situation in which cashiers have more money in their cash drawer than the official sales records indicate.

Overbooking

A situation in which the hotel has more guest reservations for rooms that it has rooms available to lodge those guests. Also referred to as "oversold"

Short

A situation which cashiers have less money in their cash drawer than the official sales records indicate.

Group rate

A special rate offered to a hotel's large volume guest room purchasers

Corporate rate

A special rate offered to individual business travelers

Government rate

A special rate offered to the employees of local, state, or federal governments

Package rate

A special rate that allows a guest to pay one price for all of the features and amenities included in the package

MAP -Modified American Plan

A special rate that includes a specifically identified guest meal (usually one meal per day, oftentimes breakfast)

AP - American Plan;

A special rate that includes specifically identified guest meals (typically breakfast, lunch, and dinner)

Day rate

A special rate that typically includes 8-12 hours (but not overnight) use of a guest room

All-Inclusive Rate

A special rate that typically includes all guest meals and unlimited beverages as well as the use of other specifically identified hotel amenities and services

Negotiated rate

A special room rate offered for a fixed period of time to a specific hotel client.

Brand Affiliation Management

Managing the brand at the property level by following brand's operational standards, maintaining communication with franchise brand officials, and utilizing services offered by the brand

Social media activities

Many creative hotel sales and marketing professionals have been able to use popular mobile apps in their own marketing efforts. Social media is one of the most significant ways that directly affects their efforts and their customer's perceptions of their properties

RFP- Request for Proposal

a request from a potential client for the hotel to submit its pricing offer (proposal) to the client in writing. It may include questions about the hotel's features and services in addition to the prices it is offering

Sarbanes-Oxley Act

Technically known as the Public Company Accounting Reform and Investor Protection Act, this law provides criminal penalties for those found to have committed accounting fraud

Distribution channel

Technically, any source of reservation delivered to the hotel.

Menu impacts

The menu impacts product purchases, personnel needs, layout/design concerns, equipment availability, and production volumes

Night audit

The process of reviewing for accuracy and completeness the accounting transactions from one day to conclude or close that day's sales information in preparation for posting the transactions for the next day

Catering

The process of selling and carrying out details of a banquet event

Back-Office Accounting

The process of summarizing and documenting the financial activity of the entire hotel

Front-Office Accounting

The process of summarizing and reporting financial transactions occurring at the front desk

Accounting

The process of summarizing, reporting, and analyzing financial transactions

Depreciation

The process used to lower the value of a tangible asset during a specific accounting period because it is assumed to have been "used up" during that period

Amortization

The process used to lower the value of an intangible asset

Room rate economics

The processes by which revenue managers price rooms while considering how consumers may react to pricing strategies used

Off-Boarding

The processes used when an employee leaves the hotel for any reason including resignation, retirement, and termination

"Cap ex" - Capital expenditures

The purchase of equipment, land, buildings, or other fixed assets necessary for the operation of the hotel

Net ADR yield

The rate (ADR) actually received by a hotel after subtracting the cost of the fees and assessments associated with a room sale (Room rate - Reservation generation fees) / Room rate paid

Room mix

The ratio of room types contained in a hotel. For example, the number of double bedded rooms compared to king-bedded rooms or the number of suites compared to the number of standard rooms

FSD- Franchise Services Director

The representative of a franchise hotel brand who interacts directly with the franchised hotel's GM and ownership

Rooms status

The up-to-date condition (occupied, vacant and clean, dirty, etc.) of the hotel's individual guest rooms. A front-desk should not assign a guest to a room unless the room has been: o Properly cleaned by the housekeeping department o Verified as clean by a second member of housekeeping o The room's status has been accurately reported to the front desk

Gamification

The use of game-like tactics or strategies to enhance customer engagement, allegiance, and repeat business in non-intuitive game situations. The purpose is to enhance customer engagement through fun and interactive activities

Employee Retention

The use of organizational and supervisory policies and procedures designed to encourage employees to remain with the property

Trade publications

There are a variety of books, magazines, and publications that are an excellent source for hotel industry news, trends, and practices

Surveillance systems

This can play a big role in a hotel's safety and security programs

Punitive Damages

This monetary amount is assessed to punish liable parties and to serve as an example to the liable party as well as others not to commit the wrongful act in the future

Compensatory Damages or Actual damages

This monetary amount is intended to compensate injured parties for actual losses or damages that have incurred. Typically includes medical bills and lost wages

GDS - Global Distribution System

This network connects those travel professionals worldwide who reserve rooms with those hotels offering rooms for sale

Public space

Those areas within the hotel that can be freely accessed by guests and visitors. This includes lobby areas, public restrooms, pool and spa areas, and front desk

Non-commercial food service

Those food services provided by healthcare educational, military, religious, and numerous other organizations whose primary purpose is not to generate a profit from the sale of products but rather is to support another organizational purpose

Hoteliers

Those professionals who work in the hotel and lodging business

Bell staff

Those uniformed attendants responsible for guest services, including luggage handling, valet parking, airport transportation, and related guest services.

Credit Card Authorization

To confirm that a payment card is valid and can be charged for the amount requested by the card holder

Post

To enter a guest's charges into the PMS, thus creating a permanent record of the sale

Indemnification

To provide someone with protection, especially financial protection, against possible loss, damage, or liability

Cost per occupied room

Total costs incurred for an item or area, divided by the number of rooms occupied in the hotel for the time period examined.

Occupancy rate

Total number of rooms occupied / Total number of rooms available

ADR

Total room revenue / # of rooms sold

Employee Safety Training

Training employees to help ensure guest safety, to work safely, and to assist the hotel's security efforts is an ongoing process

Web-influenced pricing strategies

With the advent of the internet, the world of room rate determination as known by previous generations of hoteliers is gone forever because of: o The consumer's use of web-based booking channels o The competition's knowledge of a hotel's pricing strategy

Discipline

Workplace rules that do not violate applicable laws must be established and enforced. Some hotels use the progressive discipline system to encourage employees to improve and to help ensure that managers discipline employees fairly

Employee handbook

Written policies and procedures related to employment at a hotel. Sometimes called an employment manual

Yield management philosophy

Yield management works best in industry with perishable goods. However, when poorly implemented, it can cause negative consumer reactions. For this reason, revenue managers must have a thorough understanding of the principles and techniques essential to effectively implement yield management.

CRS- Central Reservation System

a chain or brand makes reservations for their franchised hotels

Defect

a cost that is incurred which does not yield value (benefit) for the guest

discrepancy report

a daily comparison between the status of rooms as listed in the PMS at the front office and the actual status of the rooms as determined by the housekeeping department's visual inspections

Suites

a guest room consisting of at least 2 physically separated rooms or, at least, a hotel room that is extra-large when compared with the hotel's standard guest room

Job specification

a list of the personal qualities judged necessary for successful performance of the tasks required by the job description

Room Type

term used to designate specific configurations of guest rooms; Most hotels offer several _____________ based upon bed size and other features like view and amenities

Employment records

Federal and state agencies require that selected employee records be maintained, and penalties for noncompliance can be severe. These include information about the employee's name, address, gender, job title, etc.

Public relations

Includes those activities designed to ensure that the hotel has a positive public image; Should enable potential clients to know the property is a good community citizen

Accor CEO

Sébastien Bazin

The Hotel Industry Switch Company

THISCO

External recruiting

Tactics designed to attract persons who are not current hotel employees for vacant positions

Personal Factors in Expatriate Manager's Success

-adaptability to change -desire to live in another country -understanding of country's culture -language -ability to manage people of various backgrounds -family support -reasonable expectations

Country-specific background facts that are crucial to know before relocating:

-form of government -taxes -religion -social/cultural standards -language/body language -size, population, history

Sell out

1) A situation in which all rooms are sold or oversold. 2) A period of time in which management attempts to maximize ADR

Revenue center

A hotel department that generates revenue Example= front office and f&b department

Service Recovery

1. Introduce yourself 2. Discovery necessary info 3. Empathize with guest 4. Fix problem and apologize on behalf of hotel 5. Thank guest for bringing matter to your attention

USALI - Uniform System of Accounts for the Lodging Industry

A recommended and standardized set of accounting procedures used to report a hotel's financial transactions and financial conditions

Fade or flex rate

A reduced rate authorized for use when a guest seeking a reservation exhibits price (rate) resistance

Traditional travel agent commission

10%

Impact study

An in-depth evaluation of the effect on occupancy percent and ADR that a new hotel in a given market will have on an existing hotel in that same market

External audits

An independent verification of a hotel's financial records performed by those who are not directly employed by the organization operating a hotel

Prospect

An individual or group not currently using the hotel but considered a potential user of the hotel and its services in the future

Motivation

An inner drive that a person has to attain a goal

HR

Short for human resources, this department is responsible for implementing legal policies for staff members, delivering orientation, safety, and training to all employees

No Show

A guest who makes a confirmed room reservation but fails to cancel the reservation or arrive at the hotel on the date of the confirmed reservation

Value

A guest's perception of the relationship between what was paid for a product or service relative to what was received for the payment

Hosted bar or open bar

A beverage-service alternative in which the function host pays for beverages during all or part of the banquet event

Cash bar

A beverage-service alternative where guests desiring beverages during a banquet function pay for them personally

Marketing plan

A calendar of specific activities designed to meet the sales goals of a hotel. Essentially a blueprint for the sales and marketing efforts; Should include: o A review of the market o A competitive analysis o Forecast of future marketing conditions o Specific marketing strategies and activities o Marketing budget o Development of measurement/evaluation tools

Corkage fee

A charge levied by a hotel when a guest brings a bottle to the hotel for consumption at a banquet function or in the hotel's dining room

Expatriate

A citizen of one country who is employed in another country

Unemployment claim

A claim made by an unemployed worker to the appropriate state agency asserting that the worker is eligible for unemployment benefits

Window / early out

A clause in a franchise agreement that grants both the franchisor and the franchisee the right, with proper notification, to terminate the agreement after it has been in effect for a relatively short period of time

Corporate culture

A collection of understandings shared by the employees that influence organizational decision making

Franchisor

A company who owns the right to manage a brand and sells the use of the brand's name and/or business model

Work Order

A hard copy or electronic form used to initiate and document a request for maintenance. Sometimes referred to as a "maintenance request"

CTA - Closed to Arrival

A hotel declines reservations for guests attempting to arrive on this specific date

Server station

A dining room area in which all tables and booths have been assigned to a specific server

Emergency plan

A document describing a hotel's predetermined, intended response to a safety/security threat that it may encounter

PIP (Product Improvement Plan)

A document detailing the property upgrades and replacements required if a hotel is to be accepted as one of a specific brand's franchised properties

Incident report

A document prepared to record the details of an accident, injury, or disturbance, and the hotel's response to it

Employment agreement

A document specifying the terms of the work relationship between the employer and the employee that indicates the rights and obligations of both parties

Pace Report

A document summarizing confirmed group sales made by a sales and marketing department; It tells the hotel owner and GM the actual sales volume generated by the sales and marketing department

Negotiated rate agreement

A document that details the specific contractual obligations of a hotel and client when the hotel has offered, and the client has agreed to, a negotiated rate. Typical agreement content includes start date, room rate to be charged, agreement duration, and blackout dates (if any). The agreement should be signed by a representative of the hotel and the client

Registration Card

A document that provides details such as guest's name, arrival date, room rate, departure date, and other information related to the guest's stay

OSHA- Occupational Safety and Health Administration

A federal agency established in 1970 that is responsible for developing and enforcing regulations related to assuring safe and healthful working conditions

Payback analysis

A financial analysis model that involves comparing annual cash flow savings of alternatives to determine whether the payback period is equal to or less than that allowed for project approval

Income statement or P&L statement

A financial report that records hotel revenues and expenses for a specific time period.

Banquet

A food and beverage event held in a function room

A la carte

A food-service operation in which the menu items are individually priced

Reservations Agent

A front-office employee whose job consists primarily of taking and entering individual and group reservations into the hotel's PMS

Zero Defects

A goal of no guest-related complaints established after guest services are implemented

Stay-Over

A guest not scheduled to check out of the hotel on the day his or her room status is assessed. That is, the guest will be staying at least one more day

Hospitality suite

A guest room usually rented by an entity during conventions/conferences to provide complimentary food and/or beverages to invited guests

Walk-In

A guest seeking a room who arrives at the hotel without an advance reservation

Service charge

A mandatory amount added to a guest's bill for services performed by a hotel's staff member(s)

Bucket check

A manual procedure used to verify, for each guest, the accuracy of that guest's registration information

Leisure

A market segment that comes to hotels for a variety of reasons: weddings, vacations, visiting friends/family. ___________ travelers visit a specific area/hotel less often

Corporate ("Commercial")

A market segment that consists primarily of the business traveler; it is an important segment because the room rates paid by business travelers are among the highest many hotels will achieve. ________________travelers may visit the same area frequently

Employee turnover rate

A measure of the proportion of a workforce that is replaced during a designated time period Number of employees separated / Number of employees in workforce Best calculated with voluntary and involuntary separately**

Sales Call

A meeting arranged for the purpose of selling the hotel's products and services

Track system

A methodical process used to record what has been done in the past and what must be done in the future to maximize sales effectiveness. An effective _____________includes a "contract management" component that allows records to be kept for each individual customer. Also known as the customer relations management (CRM) system

Total replacement

A parts or equipment replacement plan that involves installing new or substitute parts based on a predetermined schedule.

Franchisee

A person or entity that purchases the right to use a brand name and business model for a fixed period of time and at an agreed-upon price

Guest

A person who rents rooms and/or purchases food or beverages at a lodging property

Site tour

A physical trip (tour) around the hotel, usually hosted by a sales and marketing staff member. Its purpose is to introduce potential clients and other interested parties to the hotel's products, services, and features

Vision

A picture of the hotel's ideal future that answers the question "What do we want to create?"

Mission

A planning tool that clarifies how the hotel will add value for guests, employees, and others that it impacts

Progressive Discipline

A process of negative discipline in which repeated infractions result in increasingly sever penalties

Refurbishment

A process that involves the major cleaning and redecoration of hotel areas

Accounts Receivable Aging

A process used to determine the average length of time money is owed to a hotel because of sales made on credit

CPA- Certified Public Accountant

A professional designation given to an individual who has passed a national qualifying examination related to accounting practices and principles.

Lowest rate guarantee

A program that assures travelers the lowest available rate for a specific room type on a specific date will be found on the guarantor's website

Frequent guest program or loyalty program

A promotional effort administered by a hotel brand that rewards travelers each time they choose to stay at that specific brand's affiliated hotels. Typical rewards include free night stays, room upgrades, and complimentary hotel services.

ADR Index

A ratio measure computed as: ADR of selected hotel / ADR of competitive set

Occupancy index

A ratio measure computed as: Occupancy rate of a selected hotel / Occupancy rate of competitive set

RevPAR index

A ratio measure computed as: RevPAR of selected hotel / RevPAR of competitive set

RevPAR

ADR x OCC or Room revenue / Rooms available

American Hotel and Lodging Association

AHLA

American Hotel and Lodging Educational Institution;

AHLEI - provides hospitality professionals with education and training

Area of Protection

AOP

Recruiting

Activities designed to attract qualified applicants for the hotel's vacant positions

Discipline

Activities designed to reinforce desired performance (positive discipline) or to correct undesired performance (negative discipline)

Maintenance Assistants

Additional POM department staff with skills in areas such as plumbing, electricity, and water treatment

House brands or well brands

Alcoholic beverages sold by type (gin) rather than by brand name and that served when a call brand beverage is not requested.

Compensation

All financial and nonfinancial rewards given to management and non-management employees in return for the work they do for the hotel

Training

All hotel employees require both general and department-specific training. Important areas of required staff training in housekeeping include: ♣ Chemical handling, cleaning procedures, correct lifting techniques, properly entering guest rooms, lost and found procedures

Employee safety and health

All hoteliers must be concerned with their employees' health and safety. Work-related accidents and illnesses in hotels can relate to: o The work to be done. For example, cooks may work with knives and hazardous chemicals o Working conditions: Greasy floors, wet and slippery surfaces The GM and HR personnel must be advocates of employee safety

Inventory

All of the guest rooms available to be sold by a hotel

A la carte

Allows guests in a hotel's restaurant to order and pa for the specific menu items they desire

Revenue management

Although in some hotels, Revenue managers establish room rates, in many hotels, they do not; it is established by hotel owners or GMs and the revenue manager has to manage the rate. A revenue manager also needs to forecast future room sales

Seasonal rate

An increase (or decrease) in rack rate based upon the dates when the room is rented.

Accounting Tasks

Although the controller's tasks may vary depending on the size of the hotel and controller's skill level, in most cases, the controller is responsible for: o Revenue forecasts o Budgets o Internal controls and Reports o Financial statements o Audits

Diamonds - the AAA rating system

American Automobile Association uses a 1-5 Diamond Rating System; The leisure market relies heavily on travel advisor rating systems

AAA

American Automobile Association- provides the diamond system

Threats to data security

Among the most significant threats hotels now face is the high-tech theft of confidential customer information stored on hotel computers

Management contract

An agreement between a hotel's owners and a hotel management company under which the management company operates the hotel for a fee

Direct Bill

An arrangement that allows a guest to purchase hotel services and products on credit terms

Franchise

An arrangement whereby one party (the brand) allows another (the hotel owners) to use its logo, name, systems, and resources in exchange for a fee

AAHOA- Asian American Hotel Owners Association

An association of hotel owners who, through an exchange of ideas, seek to promote professionalism and excellence in hotel ownership

CRS -Central Reservation System

An entity operated by a franchisor that offers potential guests the opportunity to make reservations at its affiliated (branded) hotels

Revenue Forecasts

An estimate of future hotel revenue including all significant revenue producing areas within a hotel.

Budget

An estimate of income and expenses for an identified accounting period

House count

An estimate of the number of guests staying in the hotel on a given day

Opaque model

An internet sales method in which consumers "bid" an amount they are willing to pay for a room on a specific arrival date and the third-party website operator matches that bid with a hotel willing to sell a room at that rate. The consumer doesn't know the name of the hotel until after he has committed to purchasing the room. Examples= Priceline.com and Hotwire.com

Merchant model

An internet sales method in which hotels sell rooms to Internet site operators. These sites, in turn, allow consumers to enter requested location and arrival dates and are presented with a choice of specific hotels and associated rates available for immediate purchase on the site. Also referred to as the "agency" model. Example= Hotels.com

Accountability

An obligation created to complete an assignment that has been delegated by someone at a higher level of management

Management Company

An organization that operates a hotel for a fee

Demand generator

An organization, entity, or location that creates a significant need for hotel services. Examples include large businesses, parks, tourist sites, sport teams, educational facilities, and manufacturing plants

CVB- Convention and Visitors Bureau

An organization, generally funded by taxies levied on overnight hotel guests, which seeks to increase the number of visitors to the area it represents.

Blackout date

Any day on which the hotel will not honor a negotiated rate. ______________ should be identified at the same time the hotel and the client agree on a negotiated rate.

Moment of truth

Any time a guest has an opportunity to form an impression about the hospitality organization. Can be positive or negative

Marriott CEO

Arne M. Sorenson

Marriott CEO

Arne Sorenson

ADR

Average Daily Rate; Average price at which rooms are sold Total Rooms Revenue / Total # of Rooms Sold

Banquet event order

BEO

Internal recruiting

Tactics to identify and attract currently employed staff members for job vacancies that represent promotions or lateral transfers to similar positions

User-Generated content

Blogs, discussion forums, posts, chats, tweets, images, videos, audio files, and other media created by users of an online system and made available on social media sites

Bookkeeping vs. Accounting

Bookkeeping and accounting are both essential business functions required for all businesses. Bookkeeping is responsible for the recording of financial transactions. Accounting is responsible for interpreting, classifying, analyzing, reporting and summarizing financial data.

Compact Fluorescent Lamps; more energy efficient

CFL

Other emergencies

Can include severe wind, floods, winter weather, earthquakes

An interesting detail...

Cash assets in hotels are at greater risk from internal threats than from external ones. The internal threat of employee theft or fraud is greater than nonemployee. GM's must ensure that there are internal security control measures

Luxury upper upscale upscale upper midscale midscale economy

Chain Scales

Smith Travel Research

Company that tracks supply and demand data for the lodging industry

Hilton CEO

Christopher J. Nassetta

Hilton CEO

Christopher Nasetta

Bomb threats

Common, but usually false. Still must be taken seriously

Operating issues

Communication problems occur very frequently in room service, causing guest dissatisfaction

Amenities

Complementary hotel products and services designed to attract guests

Director of Sales and Marketing

DOSM

Yield management

Demand forecasting systems designed to maximize revenue by holding rates during times of high room demand and by discounting room rates during times of lower guest room demand.

DOSM

Director of Sales and Marketing

Backup generator

Equipment used to make limited amounts of electricity on-site. Used in times of power failure or when the hotel experiences low supply from the usual provider of electricity

-power distance -planning horizon -work approach -uncertainty avoidance -business relationships

Differences in Western and Eastern cultures impact on-the-job behavior

A main difference in F&B operations between hotels and restaurants is in-room dining and room service. Another difference is the extent of banquet operations (much larger in hotels)

Differences: Hotel and Restaurant Food Services

Succession planning

Due to the high rates of turnover in hotels, hoteliers must spend significant amounts of time in recruitment activities to fill vacant positions needed for day-to-day operations; thinking of the future and how to fill positions is necessary

Fees

Each brand can set its fees as it wishes, but typical fees are: initial affiliation fees, royalty fees, marketing fees, and reservation fees

Market segmentation

Efforts to focus on a highly defined (smaller) group of travelers.

Termination (voluntary vs. involuntary)

Employee _________________ can be voluntary or involuntary. Voluntary occurs when the employee leaves because of reasons such as retirement or illness. Involuntary occur as the result of decisions made by managers for reasons such as improper performance and downsizing

Front of House

Employees who directly serve guests

On-property activities

Every staff member of the hotel should be a salesperson. However, the DOSM and the sales and marketing committee need to undertake activities and perform the day-to-day tasks required to identify potential clients

Food and beverage

F&B

Furniture, fixtures, and equipment

FF&E

Federal Trade Commission

FTC- administers antitrust and consumer protection legislation in pursuit of free and fair competition in the marketplace.

Commercial Food service

Food services offered in hotels, restaurant, and other organizations whose primary purpose involves generation of profit from the sale of food and beverage products

Locally sourced

Foods products grown locally as part of a "fresh is best" emphasis and, often with interactions between the growers and the food purchasers. Organic foods are often integral to local sourcing concerns

By Source

Increasingly, DOSMs structure their departments based on how the hotel's sale is made rather than to whom it is made. Distribution channels may vary by the hotel type and market

Kemmons Wilson

Founder of the Holiday Inns hotel chain; traveled in the US and saw the need for a chain of motels

Hosted events

Functions served by hotel employees which are complimentary to invited guests because costs are borne by the event's sponsor

Unemployment insurance

Funds provided by employers to make available temporary financial benefits to employees who have lost their jobs

FF&E Reserve

Funds set aside today for the future furniture, fixture, and equipment replacement needs of a hotel

Local Law Enforcement

GMs should establish and maintain an excellent relationship with local law enforcement because they can advise and assist you

GMs Role in Organizational Culture

GMs should support, discuss, and role model the property's core values, mission, and vision. GMs in today's hotels have moved away from micro-managing and acting as "task makers;" instead, they are their to guide, facilitate, and influence employees as coaches

Gross operating profit per available room

GOPAR

Transient

Guests that are neither part of a group booking or tour group. ___________ guests can be further subdivided by traveler demographic to gain more detailed information about the type of guest staying in the property

Long-term stay

Guests that stay in a hotel for a relatively long time; Some hotels appeal specifically to these guests; Many guests do ______________________ because of jobs, or are seeking permanent housing in that area. These guests bring a guaranteed occupancy to the hotel, but are often sold at very low ADRs

Repeat business

Guests who return to the property for additional visits after their first visit

Hotel Sales and Marketing Association International

HSMAI

Call brands

High-priced and higher-quality alcoholic beverages that are sold by name, such as Bombay Gin

Today, Holiday Inn franchise its name as part of the IHG

Holiday Inn / IHG

Travel Agents

Hospitality professionals that assist clients in planning travel. Also known as TAs, they may be brick-and-mortar or online. In addition, TAs can be retailer or wholesale

Line departments

Hotel divisions in the "chain of command" that are directly responsible for revenues (such as front office and food and beverage) or for property operations (such as housekeeping and the property operation and maintenance departments)

Staff departments

Hotel divisions that provide technical, supportive assistance to line departments. Examples include the purchasing, human resources, and accounting departments

Booking

Hotel jargon for making a confirmed sale. Used as in "How many ______________ were made with out-of-state tour operators last month?

Termination (unacceptable reasons for termination)

Hoteliers cannot legally terminate employees for any reason. Unacceptable reasons include: o In efforts to deny benefits o Because of attempts to unionize staff members o For reporting violations of the law o Actions approved by employee manual o For being a member of a protected class of workers o In violation of a written employment agreement

Special safety issues

Hotels are unique businesses with unique safety concerns. Three of the special areas of concern are swimming pools, spas, and parking lots

Cash

Hotels must develop a system to safeguard cash assets. The potential to lose cash assets to theft, fraud, or carelessness exists; thus, a system of checks, balances, and controls to ensure the security of cash assets must be enforced

The Law in the Workplace

Hotels must have a zero tolerance policy towards violation of legal issues such as discrimination and sexual harassment

Water and wastewater

Hotels used a lot of water, so it is important to manage a hotel's water consumption

Equipment and Supplies

Housekeepers' jobs often require the use of machines such as vacuum cleaners, washers, dryers, ironing and folding machines, and other equipment. Supplies include powerful cleaners and chemicals, that when properly used make these workers' jobs easier. But it is important for workers to be properly trained in how to use these equipment and supplies.

Perishability

If a guest room is not rented on a specific date, the revenue for that guest room for that date is lost forever

Before Arrival Training

Managers that are selected for international assignments will, ideally, receiving training before they are relocated in areas like: -cultural awareness -language training -business practices

Guest notification

In some cases, it may be necessary to alert those in guest rooms about an emergency

Traditional Distribution channels

In the past, guests would not communicate with a hotel until arrival. Once mail service was introduced, guests could use this distribution channel to communicate directly with the hotel.

MLOS- Minimum Length of Stay

In this situation, a hotel requires guests who seek a room to stay for a designated minimum number of nights

Benefits

Indirect financial compensation consisting of employer-provided rewards and services other than wages or salaries. Examples include life and health insurance, paid vacations, and employer-provided meals. o Examples: Life insurance benefits, Paid leave, Retirement benefits, medical care benefits

MOD - Manager on duty

Individual on the hotel property responsible for making any management-related decisions required during the period; highest-ranking staff member on the property

Hostel

Inexpensive sleeping accommodations, typically dormitory style and often with shared bathroom facilities that are popular with young travelers

Sales lead

Information about a prospect who is likely to buy from the hotel

Distribution channel management

It is critical that hotels professionally manage all of the distribution channels that today's guests use when communicating directly with the hotel

Employee evaluation

It is important that work performance, and nothing else, forms the basis for employee evaluations. Hoteliers violate the law if it can be demonstrated that their evaluations are biased against a class of employees protected by the law.

Exit Interview

Interviews conducted with employees who voluntarily or involuntarily terminate their position with the hotel. Can be used to help identify organizational and supervisory strengths and weaknesses

Advertising

Involves bringing the hotel's products and services to the attention of potential and current guests. Can be done through: o Exterior signage o Brochures o E-mail, internet, social networks o Billboard o Commercials

Light-emitting diode bulbs; have higher initial cost but produce long-term savings by reducing the electricity needed to operate them

LED

Leadership in Energy and Environmental Design; a green building certification program

LEED

Liable

Legally required to compensate another for loss or injury

Room service operations

Luxury hotels and many other full-service hotels offer room service. Some offer it 24 hours per day, 7 days a week while smaller hotels generally offer it on a more limited basis

meeting professionals international

MPI

Programmed Maintenance

Maintenance should be planned meaning that POM checklists are in place

Cold calling

Making a sales visit or presentation to a potential client without having previously set an appointment to do so

Environmental sustainability

Making decisions and taking actions that re in the interest of protecting nature and the planet with an emphasis on preserving (sustaining) the capability of the planet to support human, animal, and plant life

Rate integrity

Making logical decisions regarding the prices listed on each site advertising the hotel's room rates.

First Tier

Management companies that operate hotels for owners using the management company's trade name as the hotel brand. Examples= Hyatt, Hilton, Sheraton

Second tier

Management companies that operate hotels for owners who have entered into an agreement to use one of a franchisor's flags as the hotel brand. Examples= White Lodging, Interstate, Pyramid Hotel Group

Guest concerns

Many guest-related factors must be considered when planning menus: o Purpose of visit o Value o Demographic factors

Profitability concerns

Many hotels do not generate profits from room service. This is because labor costs and expenses are very high

Marketing tasks

Many professionals consider marketing to involve all of the activities designed to improve the hotel's profitability by increasing ADR, occupancy percentage, or both. These tasks include market research

Hyatt CEO

Mark Hoplamazian

Index

Measures a hotel's occupancy, ADR, and RevPAR relative to an aggregated grouping of hotels

Executive Operating Committee

Members of hotel mgmt (generally department heads) responsible for department leadership and property administration

Liquidated damages

Money charged to a franchisee that elects to terminate the franchise agreement prior to its contractual expiration date

A/R - Accounts Receivable

Money owed to the hotel because of sales made on credit

Occupancy tax

Money paid by a hotel to a local taxing authority. The room revenue generated by the hotel determines the amount paid

Revenue

Money the hotel collects from guests for the rental of rooms as well as the purchase of hotel goods and services

Hotel fires

More common than people think and can threaten hundreds of guests ; need to provide good prevention tools

Performance evaluation

Most employees want to know how their bosses view their performance. This can be measured with different approaches: o Comparing employees individually to a standard without regard to other staff members (preferred method) o Ranking employees in comparison to other employees

Registration

Most important part of guest service function provided by front desk agent. Five step process: 1. Greeting the guest 2. Confirming the information on the reg card 3. Securing a form of payment 4. Room assignment 5. Issuance of keys

Promotions

Most often refers to a "special" packaging of products or services

National Association for Catering and Events

NACE

Selection issuses

Numerous laws and regulations impact a hotel's employee selection process; these laws are intended to prevent "selection bias" and prohibit discrimination based on race, color, sex, religion, age, or disability

on the job training

OJT

On-Premise Laundry

OPL

CQI- Continuous Quality Improvement

On-going efforts within the hotel to better meet (or exceed) guest expectations and to define ways to perform work better, less costly, and with faster methods

Valet

Originally a term used to identify an individual who cared for the clothes of wealthy travelers; now it is used as a reference to those who are responsible for parking guest vehicles

Per Occupied Room

POR

Salary

Pay calculated on a weekly, monthly, or annual basis rather than at an hourly rate

Wage

Pay calculated on an hourly basis

Mystery shopper

Person employed by the brand to pose as a shopper in order to evaluate the quality of customer service

Collusion

Secret cooperation between two or more hotel employees for the purpose of committing fraud

STAR - Smith Travel Accommodations Report

Produced by STR, this report compares a hotel's sales results with those of selected competitors

Role of POM Department

Property Operation and Maintenance Department are in charge of properly maintain the hotel's building, equipment and grounds

Security

Protection of an individual or business's property or assets

Safety

Protection of an individual's physical well-being and health

Function room

Public space such as meeting rooms, conference areas, and ballrooms that can frequently be subdivided into smaller spaces and that are available In the hotel for banquet, meeting, or other group rental purposes

BOQs- Bonafide Occupational Qualifications

Qualifications to perform a job that are judged reasonably necessary to safely or adequately perform all tasks within the job. i.e.) education, previous experience, language skills

Occupancy rate

Ratio of guest rooms sold to guest rooms available for sale Total # of rooms sold / Total rooms available = % Occupancy rate

Downsizing / rightsizing

Reducing the number of employees and/or labor hours for cost-containment purposes

Publicity

Refers to information about the hotel that is distributed, free of charge, by the media. - can be good or bad.

Rate resistance

Refusal to make a reservation because the rate quoted is perceived by the guest to be too high

Day of

Short for "day of arrival." For example, used as in, "Let's hold the rates at $150 per night for the 22nd, but reexamine that decision on the ___________"

Business Process Reengineering

Reorganizing hotel departments or work sections within departments

Profitability

Revenue - Expenses; How a GM allocates revenues and expenses to a department will dictate the _____ in that department

ADR Management

Revenue managers understand that the best way to maximize ADR is to manage room rates in conjunction with anticipated demand. The ADR management goal of all revenue managers is to achieve an ADR that is as close as possible to the hotel's rack rate

RevPAR

Revenue per available room; average amount of revenue generated in a specific period Total rooms revenue / Total # of Rooms Available for sale

IHG CEO

Richard Solomons

Block

Rooms reserved exclusively for members of a specific group. As in "We need to create a _____ of 50 rooms for May 10 for the Society of Antique Furniture Appraisers"

Groups consisting social, military, educational, religious, or fraternal organization members

SMERF

Quality Inspection score

Scores given by the franchisor after inspection to ensure that the franchisee is maintaining brand standards; sometimes called quality assurance (QA) scores

Accor CEO

Sebastien Bazin

Lost and found

Since guests often leave valuable items in their rooms, the housekeeping department muse have specific written lost and found procedures in place. There are three types of property types: ♣ Mislaid property: Owner unintentionally left behind ♣ Lost property: Owner unintentionally left it behind and then fogot about it ♣ Abandoned property: Owner intentionally left it behind

Human relations

Skills needed to understand and effectively interact with other people

By Product or Service

Some DOSMs segment their departments of the sales and marketing staff by the product/service sold. This way, product designations can become sales specialty areas such as: group guest rooms, catered events, conferences, and weddings/special events

"Not Affiliated" / "Independent"

Some single-unit, or independent, properties have been in business for many years, are extremely successful, and may be the preeminent hotel in a community or area

Resources

Something of value to the organization. Typical ____________ include money, labor, time, equipment, food and beverage products, supplies, energy, and methodologies/procedures

Communication

Speaking and writing professionally when interacting with employees, guests, and others

GAAP - Generally Accepted Accounting Principles

Standards and procedures adopted by those responsible for preparing business financial statements for the purpose of ensuring uniformity

Ethics

Standards used to judge the "right" and "wrong" of one's actions when dealing with others

Upselling

Tactics used to increase the hotel's average daily rate by encouraging guests to rent higher-priced rooms with better or more amenities than those provided with lower-priced rooms

o Purchasing o Receiving o Storing o Issuing o Pre-preparation o Preparation o Serving o Service

Steps in F&B Product Control

CCTV (Closed-Circuit Television)

System in which video is recorded and transmitted and all of the elements needed to do so are directly connected

Dress and grooming

The Equal Employment Opportunity Commission has interpreted how federal employment discrimination laws apply to religious dress and grooming practices. Employers must make exceptions to their usual rules or preferences relating to dress and grooming practices such as the Muslim hijab

Solvency

The ability of a hotel to pay its bills as they become due

Retained earnings

The accumulated amount of profits earned over the life of the hotel which has not been distributed to its owners

Empower

The act of granting employees the authority to make key decisions within areas of responsiblity

Damages / Monetary Damages

The actual amount of losses or cost incurred due to the wrongful act of a liable party

Pickup

The actual number of rooms used by a client in a defined time period. As in "What was the Travelsavers Company total _________ last year?"

Liabilities

The amount a business owes to others

Assets

The amount of cash and property owned by a business

Laundry Par Level

The amount of laundry in use, in process, and in storage

Expenses

The amount of money spent to generate revenue

Owner's Equity

The amount remaining after liabilities have been subtracted from assets

Contribution Margin

The amount that remains after the food cost of a menu item or banquet is subtracted from its selling price

Yield management implementation

The application of specific tactics that predict consumer behavior and effectively price highly perishable products to optimize revenue

Front Desk

The area within the hotel used for guest registration, communication, and payment

Guest check average

The average amount spent by a guest in a room-service or dining room order. Total revenue / Total number of guests served

Minutes per room

The average number of minutes required to clean a guest room. Determined by: Total number of minutes worked by all room attendants / Total # of guest rooms cleaned

Cost per key

The average purchase price of a hotel's guest room expressed in thousands of dollars.

Outsourced maintenance

The chief engineer and GM may negotiate with outside vendors to provide specialized maintenance services

PMS - Property Management System

The computerized system used by the hotel to manage its rooms revenue, room rates, room assignments, and reservations, as well as other selected guest service functions

Law of supply

The concept of economics that recognizes that, when demand is held constant, an increase in supply leads to a decreased selling price. Conversely, with demand held constant, a decrease in supply leads to an increased selling price

Law of demand

The concept of economics that recognizes, when supply is held constant, an increase in demand results in an increase in selling price. Conversely, with supply held constant, a decrease in demand leads to a decreased selling price

Foreseeable

The concept that the liability of an individual or organization should be limited to those events a reasonable person would be able to predict or expect as a result of their actions

Overbuilt

The condition that exists when the number of hotel guest rooms available exceeds the rooms demand of travelers

Quality

The consistent delivery of products and services according to expected standards

Internal Controls and Reports

The controller is responsible for the development and maintenance of sound financial control and reporting systems. A good controller helps the GM by carefully developing and implementing policies designed to help ensure the security of the hotel's assets. This includes reporting of financial information.

Design and Renovation

The cost of maintaining a building is closely related to its original design and size and facilities

Cut-Off Date

The date on which any unreserved rooms remaining in a group's block are returned to a hotel's general rooms inventory and thus are available for sale to others

Judgement

The decision made and announced by a court of law

Front Office

The department within the hotel responsible for the management of guest reservations, service, and payment, as well as guest-related data collection and security

FDD- Franchise Disclosure Document

The detailed document the FTC requires franchisors provide to potential franchisees prior to them signing a franchise agreement

Folio

The detailed list of a hotel guest's room charges and other charges authorized by the guest or legally imposed by the hotel

ballast

The device in an electric discharge lamp that starts, stops, and controls the current of fluourescent lights

Attrition

The difference between the original request and the actual purchases of a group. For example, a group might reserve 100 rooms, but actually use only 50. The hotel's standard group contract may stipulate in such a case that the group pay an attrition penalty for "over reserving" rooms, meals, or space.

Source reduction

The effort by product manufacturers to design and ship products to minimize waste resulting from a product's packaging, shipping, and delivery to the end user

Keycards

The electromagnetic card or smart card used in a recordable locking system

At-will employment

The employment relationship that exists when employers can hire any employee as they choose and dismiss that employee with or without cause at any time. The employee can also elect to work for the employer or terminate the work relationship any time that he or she chooses

Wow Factor

The feeling guests have when they experience and unanticipated and positive extra as they interact with a hospitality operation

Minimum wage

The lowest amount of compensation that an employer may pay to an employee covered by the FLSA (Fair Labor Standards Act) or applicable state law. Minimum wage provisions cover most hotel employees, however, exceptions include youthful employees being paid a training wage for the first 90 days of employment and some tipped employees.

Resident manager

The manager in a large hotel who is directly responsible to the GM for the property's operating departments.

Core values

The foundations of a corporate culture that describe how people in the organization intend to act

Territorial Protection

The geographic area within which a franchisor will not grant a new franchise because the new franchise would directly; a.k.a. Area of Protection

Competitive set "comp set"

The group of competing hotels against which an individual hotel's operating performance is compared

Premium brands

The highest-priced and highest-quality beverages generally available. Sometimes referred to as "super call" brands; Bombay Sapphire Gin

Personnel management

The historical term to describe the human resources function

Headquarter hotel

The hotel that hosts the main group of attendees during an event in which there are multiple host hotels

Controller ("Director of Finance")

The individual (or department) responsible for maintaining the back-office accounting systems in a hotel

General manager

The individual at a hotel property who is responsible for final decision-making regarding property-specific operating policies and procedures; leader of hotel mgmt team

Front office manager

The individual in a hotel responsible for managing the front office staff, room reservations, guest services, and the night audit

Auditor

The individual or organization who conducts an independent verification of an organization's financial records

House person

The individual responsible for the cleaning of public spaces (the house). Also, sometimes referred to as a public area cleaner or porter

Executive housekeeper

The individual responsible for the management and operation of the housekeeping department

F&B Director

The individual responsible for the operation of a hotel's F&B program

Night auditor

The individual who performs the daily review and summary of guest transactions recorded at the front desk

Room Attendant

The individual(s) responsible for cleaning guest rooms. Sometimes referred to as housekeepers. Also sometimes called maids, by a hotel's guests, but this term is never used by members of any professional hotel management team

Room Inspector

The individual(s) responsible for physically checking the room status of guest rooms as well as other tasks as assigned by the executive housekeeper

Concierge

The individual(s) within a full-service hotel responsible for providing guests with detailed information regarding local dining and attractions, as well as assisting with related guest needs

City Ledger

The industry term for accounts receivable for guests after check out.

Deep cleaning

The intensive cleaning of a guest room, typically including the thorough cleaning of items such as drapes, lamp shades, carpets, furniture, and walls. Regularly scheduled deep cleaning of guest rooms is one mark of an effective housekeeping department

Franchise Agreement

The legal contract between the hotel's owners (the franchisee) and the brand managers (the franchisor), which describes the duties and responsibilities of each in the franchise relationship

Brand

The name of a hotel chain, sometimes referred to as a flag

Labor intensive

The notion that it takes many staff members to produce the services and products hotel guests desire sophisticated equipment cannot replace employees in hotels

Employee to Guest Ratio

The number of employees relative to the number of guests. In hotels, it is typically expressed by the number of employees per hotel room

Overtime

The number of hours of work after which an employee must receive a premium pay rate. This premium rate is generally one and one-half times the basic hourly rate.

LOS - Length of Stay

The number of nights a hotel's individual guests use their rooms.

Chief Engineer

The person responsible for the management of a hotel's POM department

Rack Rate

The price at which a hotel sells its guest rooms when no rate discounts of any kind are offered to the guest

On-Boarding

The process by which a new employee is welcomed and integrated into the hotel

Delegation

The process of assigning authority to others to enable subordinates to do work that a manager at a higher organizational level would otherwise do

Conversion, reflagging or rebranding

The process of changing a hotel's flag from one franchisor to another

Menu planning

The process of determining which food and beverage items will most please the guests while meeting established cost and profitability objectives

Selection

The process of evaluating job applicants to determine who is the most qualified for a vacant position

Service

The process of helping guests by addressing their wants and needs with genuine respect and dignity in a timely manner

Renovation

The process of making repairs that brings a building into good condition

Induction

The process of providing basic information about the department and positon which must be known only by employees working within the department or position

Orientation

The process of providing basic information about the hotel that should be known by all of its employees. Effective orientation is critical because it helps to establish the long-term relationship between the hotel and its employees. Effective orientation programs should: reduce anxiety, improve moral and reduce turnover, provide consistency, and develop realistic expectations for new employees

Orientation

The process of providing basic information about the hotel which must be known to every employee in every department

Bookkeeping

The process of recording financial transactions

Benchmark

The search for best practices and an understanding about how they are achieved in efforts to determine how well a hospitality organization is doing

A/P - Accounts Payable

The sum total of all current invoices owed by the hotel to its vendors for credit purchases made by the hotel

Curb Appeal

The term used to indicate the initial visual impression that the hotel's parking areas, grounds, and external building aesthetics create for an arriving guest

embezzlement

The theft of a company's financial assets by an employee

Revenue manager

The title used to identify the individual at a hotel property who is responsible for optimizing room revenue through effective guest room pricing and inventory management

Hubbart formula

Used to determine what a hotel's ADR should be to reach the owner's financial goals; Used for evaluating the factors important to those who buy and operate hotels

YTD- Year to Date

Used when comparing performance from the beginning of the year up through, and including, the present period

Internal alarms

Warning system that notifies an area within the hotel if the alarm is activated

Contact alarm

Warning system that notifies an external entity such as the fire or police department if the alarm is activated

Occupancy management

When revenue managers understand how to use their room types and tracking codes to assist their efforts, they can address the important tasks of managing their hotels' occupancies and resulting ADRs. The revenue manager must maximize occupancy and rate

Forecasting

When the future number of guests is known, the proper number f staff and supplies can best be predicted. Room revenue forecasts are usually assembled by the sales and marketing department and/or front office; they are of great assistance to GMs o Forecasts can be daily, weekly, monthly, quarterly, annually estimates rooms to sell, occupancy rate, ADR, and RevPAR

Managing Utilities

an important part of the hotel's overall operation; Utility costs include expenses for water and sewage bills, gas, electricity, heating and cooling

Horizontal communication

between individuals at the same organizational level

Threats to assets security

can come from individuals inside hotel iteelf or from people outside the hotel

fraud

deliberate deception that results in unfair or unlawful gain

Internal threats

employees steal assets owned by guests or hotel

Back of House

employees who help their front-of-house peers serve the guests

Vertical communication

flows up and down through the organization

Cost center

hotel department that incurs costs in support of a revenue center. example) housekeeping

Investor relations / owner relations

includes all communications between the GM and owners of the property

Baby boomers

individuals born between 1946 and 1964

Gen X

individuals born between 1965 and 1980

Generation Y (Milleniums)

individuals born between 1981-2000

Employee selection

involves evaluating job applicants to determine those most likely to succeed in vacant positions. Hoteliers should not simply hire the first employee to apply ("warm body syndrome"). In order to select properly, hotels should use selection tools like preliminary screening, interviews, employment tests, reference checks, and drug screening

Routine, Preventive, Emergency, Outsourced

managing maintenance

GMs Manage in times of change

learn later

Maintenance

maintaining the hotel's physical property; Costs vary with age- usually higher with older hotels

controlling/evaluating

measuring and evaluating results

HVAC- "heating, ventilating, and air-conditioning"

mechanical systems designed to ensure property air quality and comfortable air temperature inside a building

FOC- Franchise Offering Circular;

old name for the Franchise Disclosure Document

ICHRIE- International Council on Hotel and Restaurant and Institutional Education

nonprofit that provides programs to improve education, research, and operations in the hospitality and tourism industry

The Role of the Housekeeping Department

o The housekeeping department is responsible for a hotel's cleanliness. The housekeeping department is often the hotel's largest department in terms of number of employees because the areas within the hotel that must be kept clean are so many and so large. They are usually in charge of cleaning public spaces, guest room areas, and laundry

Current distribution channels

o Walk-ins o Telephone/ Smart phone apps o Email/ Traditional mail o Web o GDS o Chain or Brand CRS:

GDS -Global Distribution System

one of the older and more established hotel distribution channels. The internet and mobile bookings are challenging traditional GDS

pilferage

petty theft of small items, usually of nominal value, but on a regular basis

bond

purchasing an insurance policy against the possibility that an employee will steal

Comp

short for complimentary or no charge; management may comp goods and services if it benefits the hotel

RFID- Radio Frequency Identification

similar to bar code or magnetic strip; communicates info electronically; used in hotels for locking systems and payment

Management

the process of planning, organizing, staffing/directing, and controlling/evaluating resources to achieve organizational goals

Community relations

the GM should involve the hotel in community development through events such as fundraisers because the success of the hotel depends on the health of the community

ASTA- American Society of Travel Agents

the world's best known association of travel professionals

The Association of Certified Fraud Examiners

the world's largest antifraud organization and premier provider of antifraud training and education

MPI- Meeting Professionals International

the world's largest association of meeting planning professionals

Planning

to establish goals

Organizing

to maximize the development of resources

Staffing/directing

to provide leadership

Product usage report

• A report detailing the amount of an inventoried item used by a hotel in a specified period of time (i.e., week, month, quarter, year)