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Hotel Management
Test 2- chapters 2 & 3
99
Management
Undergraduate 3
10/08/2013

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Cards

Term
3 ways to classify hotels
Definition
1. Location
2. Types of services offered
3. Market Price levels
Term
What is the factor making you a downtown hotel?
Definition
Parking (valet or pay)
Term
Downtown hotels typically have..(2 things)
Definition
-A signiture restaurant
- range of accomodations & services
Term
What days are downtown hotels busiest? peak day?
Definition
Mon-Thurs
*Wednesday
Term
Why did resort hotels originally begin?
Definition
Rail Travel
Term
Resort hotels are a...
Definition
Destination of their own
Term
Where are resort hotels typically located?
Definition
Outside high traffic places
Term
Are resorts usually a chain or independent?
Definition
independent
Term
What is the phrase used when guest typically stay on resort grounds?
Definition
Captured Clientele
Term
Food service in resorts is...
Definition
Unique
Term
Secret to success at resorts
Definition
Great childrens program for entertainment
Term
When are the main work days at business hotels
Definition
mon-friday
Term
when are the main work days at resorts? and what is the free amenity employees receive?
Definition
Weekends, free golf
Term
What is the most profitable thing about hotels?
Definition
Room sales
Term
Rooms is...
Definition
KING
Term
What type of hotels have high occupancy due to location?
Definition
Airport Hotels
Term
What type of travelers go to Airport hotels?
Definition
business, group, and leisure
Term
What is the first thing you do when you work at airport hotels?
Definition
Check the weather
Term
Whats the average number of rooms at airport hotels?
Definition
200-600
Term
Airport hotels HAVE to have...
Definition
24hr free parking and a airport shuttle service
Term
Suburban hotels are also called..
Definition
Freeway hotels
Term
2 traits of suburban hotels
Definition
-free parking
-outside the city
Term
What is suburban hotels primary source of business?
Definition
Passerby travels
Term
Full & limited service hotels have the same....
Definition
Room quality
Term
4 characteristics of full service hotels
Definition
1. F&B variety
2. Recreational/fitness
3. Room Service
4. Banquet
Term
2 characteristics of limited service hotels
Definition
1. bare minimum
2. self serve breakfast
Term
Examples of Odds & Ends?
Definition
Private clubs, casinos, cruises, campgrounds, b&b
Term
Convention hotels meet the need of..
Definition
Large groups, 500+ rooms
Term
What kind of service is convention hotels?
Definition
full service (upper-upscale)
Term
Convention hotels are most common where?
Definition
in first tier cities
Term
What is considered a first tier city?
Definition
2 or more pro sport teams
Term
Do casinos have expensive room rates?
Definition
No, low room rates
Term
Casinos have heavy...
Definition
growth segment
Term
What is popular for casinos to have?
Definition
themes
Term
Vegas is changing how?
Definition
Casinos arent the main attraction, now its social aspects like the entertainment
Term
What do casinos subsidize?
Definition
Food and beverage
Term
What is the profitability on casinos...
Definition
Room profit (theme park revenue)
Term
Casinos have a variety of..
Definition
Food operations
Term
What is going down in revenue?
Definition
Gambling
Term
Vacation ownership is the ____________ of travel industry
Definition
Fastest growing segment
Term
What is a time share?
Definition
A condo that is owned and a purchaser uses for a specific period of time each year
Term
What is vacation club? is it real estate based?
Definition
Purchase points that entitle purchaser use of facility
-no
Term
What are people who like the same called? (no adventure)
Definition
Pschocentrics
Term
What are people who like adventure and new things called?
Definition
Alleocentrics
Term
Its estimated that ______ households own vacation intervals at _______ resorts in almost ______ countries
Definition
-2 million
- 3500
- 90
Term
Timeshares have _______ times
Definition
Fixed
Term
Vacation ownerships have ______ times
Definition
Floating
Term
What is a struggle with vacation ownerships..
Definition
Yearly maintenance fee
Term
Bed & Breakfast gives off the image of a _______
Definition
home away from home
Term
What is the main trait of a B&B
Definition
Uniqueness
Term
What kind of service is offered at a B&B
Definition
Personable and quick
Term
Market Price levels is also referred to as a..
Definition
Chain scale
Term
What is the difference in the average daily rate of a luxury hotel and an economy hotel?
Definition
Luxury- 284
economy- 53
Term
4 traits of revenue centers
Definition
1. generate profit
2. f&b
3. front office-rooms
4. retail and banquets
Term
Cost centers support the...
Definition
Revenue centers so they generate profit
Term
4 main sections of cost centers:
Definition
housekeeping, maintenance, accounting, security
Term
What is the largest labor expense?
Definition
Housekeeping
Term
The general manager is also called the....
Definition
Chief Operating Officer
Term
GMs must be able to relate to
Definition
guest and employees
Term
GMs are considered to be ______
Definition
Jack of all trades
Term
GMs are responsible to...
Definition
the owners of the hotel, the community, the employees, and the guests
Term
What is the #1 quality needed of a GM?
Definition
Leadership (on and off the clock)
Term
5 other qualities of a GM:
Definition
1. attention to detail
2. follow-through
3. people skills
4. patience
5. ability to delegate effectively
Term
Rooms are divided into 7 parts, what are they?
Definition
Front office, reservations, housekeeping, concierge, guest services, security, communications
Term
The director of marketing and sales does business with what type of people?
Definition
People you like
Term
Human Resources has _____ pay and ______ quality of life
Definition
-bad
-good
Term
The director of accounting is also known as _____ and reports to _______
Definition
The controller
- the owner
Term
The front office manager is the ______ of the hotel
Definition
Nerve center
Term
FOM main job is to ......
Definition
enhance guest services
Term
2 duties of the FOM:
Definition
1. review previous nights occupancy/ADR
2. review arrivals/departures/VIP rooms
Term
What is the priority for the FOM
Definition
The guests
Term
FOM look over what?
Definition
The marketing mix (type of guest checking in)
Term
What is the goal of the FOM
Definition
A perfect sell
- fill 100% everynight for the hotel
Term
What is walking?
Definition
Show up with a confirmed reservation and no rooms available
-pay tab at another hotel
Term
What do you say when you have to walk a guest?
Definition
"Here's what were going to do for you"
Term
What is a main trait of a FOM
Definition
Strategic thinking
Term
What are the people that work at the front desk called?
Definition
Guest Service Agents
Term
GSA's top priority
Definition
Service
Term
What are the GSAs in charge of during the 7am-3pm shift? characteristics?
Definition
"old lady shift"
-checkouts, guest inquiries, room changes
-autonomous (clockwork)
Term
What are the GSAs in charge of during the 3pm-11pm shift?
Definition
"college student shift"
-check-ins, reservations
Term
What is the most interesting job in the hotel?
Definition
Night Auditor
Term
What is the jobs of the night auditor?
Definition
Closes books, post charges, balances guest accounts, complete daily reports
Term
What is the future of hotel foodservice?
Definition
Panera Break Co.
Term
Has Hilton eliminated roomservice? how?
Definition
No quite-hours of delivery & manerisms have changed
Term
What is the new concept called that Hilton created?
Definition
Herb N' Kitchen
Term
What makes Herb N Kitchen different from others, what does it have?
Definition
A "third place"- you can eat quickly and alone or meet in small groups
Term
This concept of herb n kitchen brings Hilton back to the origins of.....
Definition
Innkeeping
Term
What does kit of parts mean? (reffering to hilton)
Definition
The idea can be adapted to all kinds of hiltons
Term
The mission statement communicates the ______ of the job
Definition
"why are we doing it"
Term
Hotels use _________ to achieve its _________, that are used to carry out its ________
Definition
-strategies and tactics
- goals
-mission statements
Term
Whats an organizational chart?
Definition
A representation of the relationships between positions within an organization
Term
What are front of the house areas?
Definition
Where guest interact with employees
Term
What is the LEs Clefs d Or?
Definition
Golden Keys that certified concierges wear once certified by the international association of concierges
Term
The mission statement addresses the interest of 3 groups:
Definition
guests, management, and employees
Term
To the guest... what represents the hotel?
Definition
The front office
Term
The flow of business can be divided into what 4 stages?
Definition
Pre-arrival, arrival, occupancy, departure
Term
The functional efficiency of a front desk depends on..
Definition
its design and layout
Term
A __________________ comprises software modules capable of supporting a variety of activities in front and back office areas
Definition
Property Management System
Term
A division of the flow of business through a hotel that identifies the contacts and financial exchanges between guests and hotel employees
Definition
Guest cycle
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